Aviation Cargo Claims Guide
Submit a claim in the event of any post tender damage or loss
DHL Aviation Cargo strive to provide an exceptional shipping experience; however, unforeseen circumstances may occur.
In case you need to file a Preliminary Claim or Formal Priced Claim, please see the below prerequisites and instructions.
Preliminary Claim and Formal Priced Claim Prerequisites
- We handle claims with any interested party indicated on the MAWB.
- Claims must be submitted by email to acsclaims@dhl.com. We only acknowledge receipt of preliminary claims to the email address that submitted it; it is up to the claimant to provide proof that a claim was sent on time in case of discussion. We accept copies of emails as proof filing.
- According to the Warsaw Convention (1929), the Montreal Convention (1999) and our Conditions of Contract the time limits that apply to file a claim are as follows:
14 days for damage from receipt of the last piece;
21 days for delay from the date the freight is placed at the disposal of the consignee;
120 days for a non-delivery of the freight on the entire MAWB from the date of issue of the MAWB;
120 days for a partial delivery of the freight from the date of issue of the MAWB. - We accept Preliminary Claims. Preliminary claims are filed, within the time limits, to the carrier to protect the cargo interests when an irregularity occurred, but it is not known at the time what the full extent of the monetary damages are if any. Please note that any rights to damages against the Carrier shall be extinguished unless an action is brought within two years from the date of arrival at the destination, or from the date on which the aircraft ought to have arrived, or from the date on which the carriage stopped.
- Claims may be submitted for the following Carriers:
Carriers and Codes
| Code | Airline Name | IATA Airline Code |
|---|---|---|
| 615 | European Air Transport Leipzig | QY |
| 155 | DHL Aviation EEMEA | ES |
| 936 | DHL Air | DO |
| 992 | DHL Aero Expresso | DS |
| 947 | DHL de Guatemala | L3 |
| 946 | Vensecar Internacional | V4 |
| 144 | Aero Express del Ecuador - Trans Am | 7T |
| 943 | Tasman Cargo Airlines | HJ |
Preliminary Claim Checklist
The following is needed for a complete and valid Preliminary Claim:
- Email subject line: PRE CLAIM [11-digit MAWB number] + [your refs if applicable]
- The MAWB number
- The HAWB number (if applicable)
- Claim reason: Damage, Partial Loss or Total Loss (on MAWB)
- Number of pieces (indicated on MAWB) damaged or missing
- Weight of the damaged or missing pieces
- Contents of missing or damaged pieces
- Packaging, marks, brands, colours and dimensions
Formal Priced Claim Checklist
A Formal Priced Claim must include all the details necessary for a preliminary claim and the following:
- Email subject line: PRE CLAIM [11 digit MAWB number] + [your refs if applicable]
- The ACS Formal Priced Claim Summary Form (can be found below) duly completed in full and forwarded as an Excel file
- Your complete contact details (including e-mail address)
- A copy of the MAWB
- A copy of the HAWB (if applicable)
- The Itemized claim statement from the actual shipper/consignee/owner of the cargo
- The detailed breakdown of the claimed amount
- The vendor or shipper invoice covering the entire shipment with the claimed items highlighted
- The vendor or shipper packing list covering the entire shipment with the claimed items highlighted
- If not clear from the above the itemized weight of the items/packages concerned
- Any additional documentation in support of your claim (Survey report, photos, disposal certificate, repair quote, salvage value, etc.)
- Cession of Rights if required from the party (shipper or consignee as mentioned on the MAWB) entitled to claim, which states that your company is authorized to proceed with the claim
- In the case of an insurance recovery claim, a copy of the subrogation form.
Download Global ACS Claims Guide
(299.6 KB)
Formal Priced Claim Summary Form
MS-EXCEL
(134.6 KB)
Claim Notice
DHL Aviation liability is limited by the IATA Air Waybill Conditions of Contract and our General Conditions of Carriage to 26 SDR per Kg of the package or packages concerned unless the applicable convention provides for a greater per Kg monetary limit.
We only accept claims for delay when the cargo has deteriorated as a result of the delay.
Assuming cargo is insured, you are invited to file, immediately after discovery, a preliminary claim against the carrier and notify the insurance and follow their instructions. In most cases your insurance will settle the claim and will file a recovery claim against the carrier.
In the case of loss or partial loss of the shipment we highly recommend you open a trace file with our local customer service or General Sales Agent (GSA).
