Claims Process

We know we don’t always get things right. If your shipment didn’t travel as planned, you can find everything you need to know about our claims process here. All claims made against IAG Cargo for lost, damaged or delayed cargo are subject to the terms and conditions of the contract, which incorporates the applicable international laws which govern the transport of air cargo by air. Details of the terms and conditions may be found on the reverse of the shipper’s copy of the air waybill.

To make a claim, please fill in the form below and we will endeavor to get back to you as quickly as possible.



Preliminary claim

To submit a claim, you must notify your protest within the times specified in the contract of carriage in accordance with the applicable law, even if you do not have the exact value of the loss and/or damage or the supporting documentation. In this case, you must submit a preliminary claim to avoid your claim out of the time limits.

Formal Claim

To request financial compensation for the loss or damage, you must submit a formal claim providing the following documentation:

  • A copy of the air waybill
  • If appropriate a copy of the House air waybill
  • Written notice of complaint submitted by the person entitled to delivery
  • Handling report from the carrier
  • Shipper’s original invoice
  • Discount value invoice (in case of product depreciation)
  • Packing List
  • A Survey report completed by the recognized surveyor
  • Destruction certificate conducted by recognized Surveyor
  • Transfer of rights
  • Any related documents which may serve as proof or support for the claim.

Insufficient documentation will produce a request for further information.

Failure to provide adequate information or documentation will delay the claims process and may result in compromise.

Please note, if the consignment is insured, and in view of the fact that an air carriers liability is limited by contract, we suggest you pursue your claim with the insurers of the consignment.


The person having title to the cargo can make a preliminary and/or formal claim. If the agent or a third party wishes to do so, the entitled to the cargo must assign the rights by sending a letter signed by the company legal representative.

As a temporary measure any new Prioritise and Critical bookings made from Saturday 14th March 2020 will not be eligible for Performance Guarantee claims.

Please note that any right to compensation for damages against the Carrier will be extinguished unless a remedy is filed within two years after the incident of the claim.