To register for an account with us, click here. Once registered, you’ll be able to book and manage all of your shipments in one place.

You can book a shipment through our eBooking platform where you will receive the best price online.

Shipments can also be booked via a number of different channels including third party platforms.

Yes, you can make a booking using your online account. Simply log in and enter your booking details to receive a quote and secure your space. For more information, read our eBooking guide.

You can book cargo using your online account. Simply log in and enter your booking details to receive a quote and secure your space. Read our eBooking guide here.

Benefits:

• Receive real-time quotes and space availability.
• Update and manage bookings at any time.
• Booking status alerts
• Full visibility and real-time tracking from booking to delivery

We transport cargo to over 250 destinations in over 90 countries across the globe. Check out Our Network for a full list of our routes.

Please contact your origin station if you have an issue booking a shipment. You can find this information on our station contact pages.

Simply log into your account and submit your booking details to receive real-time quotes and space availability.

You can also find details of our standard rates here.

Alternatively, you can contact your local IAG Cargo office.

Please contact the IAG Cargo office at origin and share the amended AWB copy. Ensure you have Charges Correction Advice (CCA) before contacting the destination station.

Please email: IAGCInterline@iagcargo.com

You can check the status of your claim by contacting the following addresses:
For 125 AWBs, contact cargo.claims@iagcargo.com
For 075 AWBs, contact reclamacionescarga@iagcargo.com
Progress can only be checked via email.

Information on how you can make a claim for your shipment can be found here.

The person entitled to the cargo can make a preliminary and/or formal claim. If an agent or a third party wants to file the claim instead, the person entitled to the cargo must assign the rights to the cargo by sending a letter signed by the company’s legal representative.

IAG Cargo will contact the claimant via email and notify you of any outcomes.

Successful claims will be paid by bank transfer. If you are successful with your claim, you will need to provide us with bank account details to receive your payment.

Yes – please check the below time frames. After these dates, it may not be possible for IAG Cargo to accept your claim.

Please provide the following information when submitting a claim to ensure prompt processing:

• Master Air Waybill - A copy of the air waybill and eight digit number assigned to the shipment
• House Air Waybill - If appropriate a copy of the House air waybill
• Written notice of complaint - submitted by the person entitled to delivery
• Claimed amount - List the damages, shorted or impacted merchandise by item and quantity and provide the amount you would like to be compensated for and how you came to your claimed amount.
• Handling report from the carrier
• Shipper’s original invoice – Provide the original vendor’s invoice for the damaged goods in question. This will indicate the value of the merchandise claimed.
• Discount value invoice - in the case of product depreciation
• Packing list – This would list the shipment’s contents in detail
• A survey report - completed by an independent surveyor
• Destruction certificate - completed by an independent surveyor
• Any related documents which may serve as proof or support for the claim
• Transfer of rights – a subrogation letter may be required if you are not the entitled party to make a claim.

Failure to provide adequate information or documentation will produce a request for further information and delay the claims process.

• Shipper: Can only make a claim for loss/ damage.
• Consignee: Can claim for loss/ damage and delay.
• Freight Forwarder: Can claim for all of these if they have letter of authority from the shipper/ consignee.
• Insurer: Can claim for all of these if they have letter of authority from the shipper/ consignee.

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.

Regardless of the deadline for the presentation of claims, which must be met, the right to damages shall be extinguished if an action is not brought within two years reckoned from the date of arrival at destination, or from the date on which the aircraft ought to have arrived.

We only accept claims for delay when the cargo has physically deteriorated as a result of the delay, or this delay has caused any extra cost that must be justified.

As the claims department does not handle freight charge claims so you should direct your claim to your local representative who will direct you to the appropriate department.

Yes. In the case of damage to or partial loss of the Cargo, immediately after its discovery and at the latest within 14 Days from the date of receipt of the Cargo. The complaint must sufficiently state the damage to which it relates. In the case of delay, within 21 Days from the date on which the Cargo was placed at the disposal of the person entitled to delivery. In the case of non-delivery of Cargo or mis-delivery, within 120 Days of the date of issue of the Air Waybill or the Shipment Record, whichever is applicable.

NCTS5 is an EU-mandated upgrade to streamline customs transit processes. From 20 January 2025, shipments must include accurate descriptions, HS codes, and required documents (e.g. ULD Container Build Sheet) to avoid delays or additional costs. Contact your local IAG Cargo Sales & Reservations office for more information.

The European Union has introduced a new regulation mandating Customs Pre-Loading and Pre-Arrival safety and security information. Read our ICS2 update here.

Freight collection times vary by station. Check with your destination station for freight availability information.

Freight delivery times vary by station. Check with your origin station for freight drop off times.

Please refer to our station contact page for specific information.

12 hours from 23:59 on the day Status 1 is set.

You can find information on how to sign up to eAWB with IAG Cargo here.

To use eAWB, you need:

• An agreement with IATA (Multilateral Agreement)
• The ability to send FWB messages
• A completed IAG Cargo activation form

eAWB cannot be used for every single route. There are certain stations who are governed by local customs and government authorities who prohibit the use of eAWB. For a full list of non eAWB stations, please view our eAWB page for more information.

When sending an eAWB shipment, Freight Forwarders must include one of two special handling codes in the FWB message:

• EAW: Shipment is e-AWB with no paper documents.
• EAP: Shipment is e-AWB with paper documents included.

The majority of products are available for eAWB, however there will be some products that need special documentation to be provided alongside the eAWB such as Carnets, veterinary certificates etc.

No, it means that from 2019 the normal practice should be eAWB. Paper documents are still usable, but should be considered nonstandard. The decision taken by the Cargo Services Conference is a very important step: it recognizes that “eAWB” reflects the majority of shipments on enabled trade lanes. The old IATA rules stated that paper AWBs were required and electronic were optional (i.e. subject to agreement by the business partners). From 1 January 2019, the rules will dictate that electronic AWBs are the standard method on enabled trade lanes and that paper AWBs are optional (i.e. subject to agreement by the business partners).

Why did IATA take this decision?

When the air cargo industry raised this initiative at the end of 2017, more than 50% of the shipments were using the eAWB as their digital shipment record. Over the past three years, the number of eAWB almost doubled (+100%) while the total number of AWBs increased by 20%. The growing number of stakeholders using the electronic document demonstrated that the industry is ready to embrace full digitalization. IATA considered that this was the right momentum to capitalize on the increase of eAWB adoption.

The IATA Cargo Advisory Council (CAC) and the IATA Cargo Service Conference (CSC) endorsed an industry target of 100% eAWB by end of 2022.

No, in terms of implementation, the change does not affect the current eAWB processes or standards.

Send FWB/FWBS for each AWB, FWBs are allowed until the merchandise is delivered in the terminal (FSU/RCS) The eAWB does not exempt from the rest of the documentation (CUSTOMS/AVI/HUM/etc).

Information can be found on the IATA Matchmaker.

Around 70% of the total shipments by air are transported on feasible/enabled trade lanes. A “feasible/enabled trade lane” is defined as such when the country of origin and the country of destination ratified the same treaty - either the Montreal Protocol No.4 of 1975 (MP4) or the Montreal Convention of 1999 (MC99).

Yes, the MeA (or at least a bilateral agreement) will be necessary. We need an agreement process to comply with the international conventions requiring to have the consent of the shipper, among other reasons. It is also necessary to sign a MeA per country.

Contact IATA Multilateral eAWB Agreement at (MeA) mea@iata.org

Yes, you also need a Multilateral Agreement with the airline (IAG Cargo). To set this up, email eawb.support@iagcargo.com. Once signed, this agreement activates prefixes 075 and 125.

To activate eAWB with IAG Cargo, you need to:

• Send FWB for all the shipments
• Have at least 5 FWB messages with no errors in the past 3 months
• Sign the IATA Multilateral Agreement
• Sign the IAG Cargo agreement

No, the eAWB does not exempt from the rest of the documentation (CUSTOMS/AVI/HUM/etc).

Paper AWB may still be required where international treaties apply, national laws require it, or it is agreed between the business partners.

Airline members are strongly recommended to comply with any authorities’ requirements. Therefore, they should be able to provide a paper AWB to any authority that asks for it. To help eAWB adoption in such cases, IATA developed the Single Process concept.

The Single Process concept allows airlines to manage both electronic and paper AWBs efficiently.

To support adoption of eAWB adoption in these cases, IATA developed the Single Process concept, which helps airlines manage both electronic and paper AWBs without needing to provide separate destination lists.

No, freight forwarders can only use EAW/EAP. ECC/ECP is only for the airlines.

For Freight Forwarders:

• EAW: eAWB shipment without accompanying documents AND without a pouch.
• EAP: eAWB shipment with accompanying documents OR a pouch.

These codes tell the airline whether the shipment includes accompanying documents like a Dangerous Goods Declaration (DGD) or a pouch.

For Airlines:

• ECC: A paper AWB is not required.
• ECP: A paper AWB must be printed to comply with applicable legislation.

These codes are for the airline and Ground Handling Agent (GHA) to identify whether a printout of the AWB needs to accompany the shipment.

• SITA messages (telegraphy based on CARGO IMP messages)
• CCS (companies that transport messages from origin to destination)
• XML (CARGO IMP messages in XML format)
• IAGCargo.com (for those clients without their own system for sending CARGO IMP messages, IAG Cargo provides an easy-to-use online tool to send these messages.

Yes. As of 1st July 2025, the charge for paper AWBs on eAWB-eligible routes is:
GBP - 70.00
EUR - 80.00
USD - 93.00

There is no fee for paper AWB on non-eAWB routes.

If you are sending an eAWB, you are not required to provide a traditional paper AWB.

Exceptions apply - please check with your local station if a paper AWB is required.

Welcome to IAG Cargo, doing business with us has never been easier. To get started your company needs to register for an account. Follow the simple instructions here.

When logging in, click the forgotten password link. If the email does not arrive, please check your ‘junk’ or ‘spam’ folder in your inbox.

For further assistance, please contact helpcargo@iagcargo.com.

Once you have logged into your Freight Forwarder account, you can make a booking by selecting "Quote & Book" from your dashboard.

More information on eBooking can also be found here:

• Discover eBooking
• eBooking guide

When searching for availability the system is checking to see if the dimensions, weight and product code are available and match a rate. If you enter dummy data (e.g. 1 x 1 x 1) you may not find a rate, so please ensure the dimensions of your shipment match your real requirements.

Click on the "ALLOCATION" tick box and select the allocation type. If you do this and are not finding your expected availability, please double check your search matches your allocation (product, commodity type, date, weight and dimensions).

For further assistance contact ebookingsupport@iagcargo.com

It is likely that what you have searched for does not match the criteria for your rate. Please contact your sales representative or ebookingsupport@iagcargo.com for assistance.

If you are unable to complete your online booking please contact ebookingsupport@iagcargo.com who will be happy to assist you.

Some destination countries require a specific commodity description so General Cargo, Other Goods and Consol will not be accepted (for example to JED).

If you’d like additional IATA accounts to be added to your profile, please contact: helpcargo@iagcargo.com who will be able to assign them to your account. You will then be able to select the forwarder you wish to use from a drop-down list located underneath the Air Waybill (AWB) entry box.

Simply click on your booking, click the ‘EDIT’ button below your Air Waybill number and make the required changes before resubmitting the booking.

For further assistance, please contact ebookingsupport@iagcargo.com.

For high-priority shipments, use our 24/7 Critical team, who provide a premium service for must-fly shipments.

Contact the Critical team:
Critical@iagcargo.com
+44 (0) 208 738 4101

You can find out more information about our Critical service here.

If your urgent cargo is below 60kg, under 80 x 80 x 80 cm and the overall booking is less than 300 kg you can book it online.

For Live Animals, Human Remains and Constant Climate we recommend booking these offline, directly with your local IAG Cargo sales representative.

We are working on integrating all shipments into our e-booking platform in the future. To make a booking in the meantime, please speak to your local sales representative, or contact us here.

To hear about the latest developments as they happen, from new routes to new products and promotions, sign up here.

Discover where we fly on our network page.

Whether you need to fly endangered species, ship life-saving drugs, or have essential parts that must fly, IAG Cargo is here to support your business.

You can review your booking status within the your account under the "BOOKINGS" section. Here you will be able to see if your booking has been confirmed.

You can book on freighter flights via eBooking, however, please be advised that cut off times for freight vary to our normal IAG cut offs. It is recommended that you check with your local station for further details.

You can book on Road Feeders Services (RFS) via eBooking, however, please be advised that cut off times for freight vary to our normal IAG cut offs. It is recommended that you check with your local station for further details.

Specialist products can be booked via eBooking, you will need to provide the relevant details such as Class code, UN numbers etc and declare the shipment as dangerous goods. All relevant dangerous goods paperwork such as dangerous goods certificates will need to be provided upon freight delivery.

For a Dangerous goods shipment, you will require:

• UN/ ID number
• Class code
• Packing instructions
• Pkg Group
• SHC code
• Net qty
• Qty units

Along with the standard cargo documentation you will need to provide veterinary certificate. Please visit our Pets and Live Animal pages for more information.

The quote will last for a period of twenty-four hours from time of offering. However, IAG have the right to withdraw this if there is a sudden change in demand.

AWB stock can be Neutral, pre-printed AWB’s or pre-printed CBV’s.

To order AWB stock in the UK and Ireland, Freight Forwarders can contact Xerox. The rest of the world will need to order stock via Global stock control. Overseas Freight Forwarders can contact their local station, which retains the stock for local distribution.

New Freight Forwarders opening accounts will need to pass credit checks. Once they have passed the checks, Global stock will issue a small stock. For freight forwarders in the UK, credit risk checks apply before stock is issued.

For Neutral AWB’s, terms and conditions must be approved and a copy of the approved template must be sent. Check the T&C’s on the back of the AWB.

To make a change to your AWB (Master Air waybill) you will need to contact your origin station. All station details can be found on our station contact pages. Your origin station will guide you on how to submit a request for change and any associated costs.

To make a change to your HAWB (House Air waybill) you will need to contact your origin station. All station details can be found on our station contact pages. Your origin station will guide you on how to submit a request for change and any associated costs.

To arrange travel for your pet cat or dog transport, please visit the Pets page, fill in the form to provide details about your pet and their travel needs. A trusted third-party pet travel partner will contact you directly to arrange your pets’ travel plans.

During the flight your pet will be stored in the aircraft's hold, where it will be safe and secure in a temperature-controlled environment. The hold is unlit as our experience shows that pets quickly settle down and travel better in the dark.

Provided that your pet complies with the pre-entry requirements, there should be no difficulties when it comes to re-entry. However, it is also advisable to have your vet check that the microchip is readable, as sometimes these migrate around the body.

For information on travelling with guide dogs or assistance dogs check the airline policy: British Airways, Iberia, Aer Lingus, Vueling, LEVEL.

Some dangerous dog breeds and snub nosed breeds of cats and dogs may not be accepted. Please fill in the enquiry form and your pet travel agent will advise.

We have products to support all kinds of shipments, from transporting valuable goods needing secure storage, to temperature-sensitive fresh flowers and groceries, to live animals and pets. Head to our products pages to find out which product is suited to your needs.

For information about storage temperature: constant.climatebsg@iagcargo.com

IAG Cargo have dedicated specialist teams to handle your sensitive products. Please visit our product pages to find out more information on how your shipment will be handled.

You can track your shipment via our Track and Trace feature which can be found on the homepage or within your dashboard after log in. Our Track and Trace feature which will provide you with key milestones of your shipments journey.

You will need the AWB number for your shipment.

Please double check the correct AWB number is being submitted. If for any reason no results are being returned you can check with your origin stations booking/ reservations team.

If you are unable to track your shipment, get in touch with the origin stations booking/ reservations team. Please visit our Contact Us page to connect with the relevant airport office for assistance.

Only operator approved devices may be used, please check the approved devices list!.

The tracking devices on our approved list have been tested to ensure they conform to our air safety regulations. If your device type is not on the approved list, please inform your sales agent. If there is strong customer demand for another type of device to be approved, we may decide to perform the appropriate tests to confirm it fulfills our air safety requirements.

This list of devices are approved on board all British Airways, Iberia, Aer Lingus, Vueling and Level aircraft, however they may not be used on any interline shipments or on shipments connecting to other carriers. Devices must be securely placed inside the shipment and may not have any loose components.

All tracking devices must be declared at the time of booking. Please inform your sales agent of the fact that you will be using a device, as well as the make and model of the device. The device ID along with the make and model of the device must be declared on the Air Waybill under ‘Handling information’. In addition, the ‘Tracking Device Checklist’ must be completed and accompany your shipment with the rest of your documents.

It is your responsibility to follow the IATA regulations on Dangerous Goods.

If your shipment falls under the category of Dangerous Goods, only intact shipments will be accepted (no loose bookings).

Ensure you select the option ‘I want to use a tracking device’ and select the make and model of the device you will be using. Follow the same Air Waybill and document checklist requirements.

Please follow the normal process for escalating issues to your service teams. Although IAG Cargo will endeavor, as always, to assist in any shipment issues, there are no special intervention processes when a device is being used.

For any technical questions associated with your tracking device, please contact the device manufacturer directly.

No. Your device must be appropriately packaged inside your shipment and will not be handled by our Operations team. Your shipment will not receive extra handling time or additional checks.

No. You may use your own tracking device free of charge across our network.

Tracking devices are widely available via any of the device manufacturers listed in our approved devices list.

IAG Cargo reserves the right to request any data obtained on a shipment that has travelled across the IAG Cargo network. Please refer to our Terms and Conditions for more details on data usage.

Using a tracking device will give you detailed information about your shipment during its journey. Depending on the device used, your tracking device can provide you with information on the real-time location, temperature, and humidity of your shipment, as well as shocks and changes in luminosity.