Operational Alerts

UPDATED: 01/05/2025

To support the efficient and safe handling of your cargo, we’d like to remind customers of our Non-Stackable Freight (NST) policy. If your shipment is non-stackable, it must be declared at the time of booking. If not declared at the time of booking, the following charges will apply to General Cargo and Prioritise shipments:

Declared NST cargo: €150 surcharge (or the equivalent in your local currency/ amount published on the tariff fee)

Undeclared NST cargo: €450 total charge (€150 surcharge + €300 penalty - or the equivalent in your local currency/ amount published on the tariff fee)

We appreciate your continued cooperation and commitment to compliance.

UPDATED: 30/04/2025

Effective 1st May 2025, IAG Cargo will transition its Ground Handling Agent (GHA) in Hong Kong (HKG) from Menzies to HACTL.

Key dates:

Last date with Menzies: Wednesday, 30th April 2025 (until 23:59)

• Acceptance of export cargo documents & special cargo

• Pickup of import cargo document

First date with HACTL: Thursday, 1st May 2025 (from 00:00)

• Acceptance of export cargo document and special cargo

• Pickup of import cargo document

HACTL Contact Details:

Export Operations Office (Export Document Services Counter)

1/F, Customer Services Hall, South Office Block, Super Terminal 1,

Hong Kong International Airport, Hong Kong

Tel: +(852) 2753 2421

Import Operations Office (Import Document Services Counter)

Room 320, 3/F, South Office Block, Super Terminal 1,

Hong Kong International Airport, Hong Kong

Tel: +(852) 2753 2412 to 2415

Note: For import shipments, consignees or appointed agents must settle all freightage and handling charges in cash directly to HACTL.

If you require any further information, please contact your Account Manager.

UPDATED: 23/04/2025

To prevent incidents related to EBR or DGR documentation, IAG Cargo provides the following e-mail address for the advance dispatch of copies of such documentation, in the case of shipments originating or in transit in Madrid: tcmadaceptacion@southeu.com

• For EBR shipments (where required): Use the subject ‘EBR 075-12345678’ (replacing ‘075-12345678’ with the corresponding number).

• For DGR shipments: Use the subject ‘DGR 075-12345678’ (replacing ‘075-12345678’ with the corresponding number).

• For ADU (customs export authorisation) shipments: Use the subject line ‘ADU 075-12345678’ (replacing ‘075-12345678’ with the appropriate number).

Remember that, even if you send the copies by e-mail, you must attach the original EBR and DGR documents to your shipment.

UPDATED: 28/01/2025

Full import controls are being introduced in Great Britian (GB) from 31st January 2025. These include Advance Cargo Information (ACI) reporting on goods from or through the European Union (EU) into GB. This aligns the reporting requirements currently applicable to Rest of World (RoW) goods with those for S&S GB, ensuring consistency in risk profiling.

What does this mean for you?

Starting from 31st January 2025, all goods entering GB from or through the EU must be reported prior to entry into GB.

Safety and Security (S&S) GB Entry Summary Declaration (ENS) Timelines:

Aircraft flights:

• for short-haul flights (less than 4 hours), the declaration must be submitted by the time of actual take-off.

• for long-haul flights, the declaration must be submitted at least 4 hours before arrival.

Truck services:

• declarations must be submitted at least 1 hour prior to arrival at the EU border.

Accurate Description of Goods

Risk assessments are completed based on the electronic data provided at Air Waybill (AWB), Master Air Waybill (MAWB) and House Air Waybill (HAWB) level that are used in the S&S GB risk profiling regime.

To comply with the S&S GB requirements, IAG Cargo require precise descriptions of the goods being shipped. General terms such as gifts, parts, spares, garments, perishables, and the term "Consolidation" (which is only acceptable at the Master Airwaybill level) will no longer be accepted.

Please click here to view the guide for acceptable descriptions.

Next Steps

To help us comply with S&S GB, from 31st January 2025 please ensure commodity descriptions are acceptable before the goods are delivered to IAG Cargo facilities or our Ground Handling Agents.

Shipments without the required goods descriptions, may experience delays or incur additional costs.

UPDATED: 17/01/2025

At IAG Cargo, we are committed to ensuring the smooth and compliant transit of your goods. We are updating our processes to align with new legislation, New Computerised Transit System Phase 5 (NCTS5), which comes into effect 21st January 2025. This regulation impacts how goods are moved between or within Common Transit Convention (CTC) countries, which includes the EU 27 member states and 8 other countries: Iceland, North Macedonia, Norway, Serbia, Switzerland, Turkey, Ukraine, and the UK.

What does this mean for you?

Starting from 21st January 2025, additional information will be required to move goods under the NCTS5 Final State Rules.

Accurate description of goods

We require precise descriptions of the goods being shipped. General terms such as gifts, parts, spares, garments, perishables, and the term "Consolidation" (which is only acceptable at the Master Air Waybill level) will no longer be accepted. Please refer to the following guide for acceptable descriptions for European Union ICS2 and UK S&S GB.

1. HS Codes

An HS Code (the first six characters) for each product or item is needed. For Consolidations containing one or multiple House Airwaybills (HAWB), please provide the HS Code for each individual HAWB.

2. Direct to consignee (DTC) truck services and customer built ULD containers

To ensure the smooth transit of cargo, we will also need to know which HAWB is loaded into each ULD container. This is vital for meeting NCTS5 regulations and ensuring accurate reporting.

Next steps

To help us comply with NCTS5 by 21st January 2025, please send the following documentation before the goods are delivered to IAG Cargo facilities or ground handling agents:

• Relevant ULD Container build sheet

• Load cards and/or load finals

Please email these documents to bupconsolidation@iagcargo.com from 20th January 2025 with the Master Air Waybill (MAWB) number in the subject line.

Shipments without the required goods descriptions, HS codes, and relevant ULD container build sheets, load cards, or load finals may experience delays or incur additional costs.

If you have any questions or need further assistance, please don't hesitate to contact your local sales representative.

UPDATED: 03/12/2024

Effective 28th December 2024, the Montreal Convention liability limits for cargo including destruction, loss, damage, or delay of cargo will increase from 22 SDRs to 26 SDRs per kilogram.

The liability limits are indicated in Special Drawing Rights (SDRs), a unit of account defined by the International Monetary Fund.

These revised limits have been reflected in our IAG Conditions of Carriage which can be found under our Terms and Conditions.

New Airwaybill Stock has been ordered to reflect the increased limits and will be available in early December for use from the 28th December 2024. IATA have implemented a 6-month grace period until June 28, 2025, the revised limits of 26 SDRs will be effective regardless of whether the previous Airwaybill printed stock states 22 SDRs per kilogram.

UPDATED 25/11/2024

At IAG Cargo, we are committed to providing an efficient and reliable service to our customers worldwide. To maintain this standard, we are introducing new measures for no-show shipments.

For all freight departing on or after 1st December 2024, full freight charges will apply to no-show shipments over 300kg. A no-show occurs when cargo is not presented to us ready for carriage as booked, and the booking is not cancelled or rescheduled in advance. In such cases, 100% of the booking cost will be charged.

This policy is designed to enhance operational efficiency, ensuring we can optimise cargo capacity and allocate resources effectively. Timely cancellations or rescheduling allow us to release reserved space and better serve our customers.

If you have any questions about these new measures, please contact your local sales representative. To view your local station's cut-off times, visit our website and use the interactive network map. Simply select your station and click the ‘More Information’ button to access details for your local station.

UPDATED: 23/03/2023

In order to correctly plan and move cargo as booked IAG Cargo requires accurate freight measurements and declarations. Any freight bookings made on any IAG Cargo flights that do not allow the Ground Handler to stack on top of the freight, must have the element declared at the time of booking. Checks are in place for freight originating across our network. Any undeclared will be subject to an additional handling charge of USD $300.00 or CAD $400.00 and also a CCA amendment fee.

To make a booking online login to your account here.

For any further questions please see this guide on freight, or alternatively please speak with your account manager.