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.


You can submit the claim through:

(a) Sales Departments or IAG Cargo representatives (GSAS)
(b) or Stations where the shipment has been received
(c) or Claims & Guarantees Department in Madrid



Claims and Guarantees
Avenida Central, 17 
Edificio 13B – Planta 1ª
Aeropuerto Adolfo Suarez Madrid Barajas
28042 Madrid


Telephone: 91 329 33 48 / 91 587 33 90


To make a claim, you have three options, either:

(a) You can fill out the form here
(b) or You can email your claim directly to
(c) or You can submit your claim in writing to your local IAG Cargo office.

For urgent queries on existing claims only, please call our Claims Team on:
Telephone: + 44 (0) 20 8738 4300

Please note: Any communication to your local office relating to an existing claim will be passed to the Claims Team for review.




The Carrier

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.

Under no circumstances will the carrier liability exceed the limits specified in the conditions of contract. Unless a value has been declared for carriage and the valuation charge paid, in line with the Montreal Convention 1999 (MC99). The carrier liability is limited to 19 Special Drawing Rights per kilogram of cargo lost, delayed, damaged or destroyed.


Carrier Process

A number of steps are involved, with the claims process, these have been indicated below:

(a) Written notice of complaint, giving details of the shipment and reason for potential claim, is to be made by the person entitled to delivery at destination within the times specified in the contract of carriage in accordance with the applicable law.

(b) The person having title to the cargo can make a preliminary and formal claim, with all supporting documents, to the station of origin or the station of destination. The office receiving the preliminary or formal claim will refer the claims to the relevant Iberia, British Airways or Aer Lingus department.

(c) The station receiving the claim will, in accordance with internal procedures: (a) assemble all the documentation and (b) investigate the circumstances giving rise to the claim as described by the claimant with all the stations involved in the transit.

(d) On receipt of the Claim, the station will refer the assembled file to the appropriate carrier’s cargo claims department, at Heathrow, Madrid or Dublin.

(e) The claims department will acknowledge receipt of the claim, but will not initiate any action until the preliminary claim is formalised via a formal claim, as it is possible that it may be a temporary situation, which is later resolved without any further consequences.

(f) The response by the Cargo Claims Unit will differ according to the adequacy of the documentation received in support of the claim. Responses by Cargo Claims Unit will vary; at best if all documents in support of the claim is provided at the outset and the circumstances fully explained an offer of settlement or denial of liability will be made.

Insufficient documentation will produce a request for further information. A response may be limited to an acknowledgement if further investigation (internal and external) of the circumstances is required.


The Claimant

If you wish to make a new claim, please note the following:
There are Time Limits for making a Claim, please refer to the table below for a full explanation.


Claimants are not automatically entitled to settlement of claims within limits of liability, as all claims are subject to proof of value. The claimant must provide sufficient proof of value that he/she is claiming.

The claimant must equally provide evidence of title to the cargo that is subject to the claim.

To proceed with the claim, all transport charges must have been paid irrespective of whether cargo is lost, damaged or delayed; with the exception of cargo being completely lost, in which case the claim will proceed regardless of transport charges having been paid or not.

In order to substantiate the claim, the claimant is obliged to provide adequate documentation to support the financial basis on which a claim is made up.

Please note – we will not review your claim and will return it unless you have provided the total claim amount and the required back up documents.

If the claim involves the deterioration of perishable cargo, the claimant is under an obligation to provide adequate documentation to support the allegations made including evidence of destruction of the cargo, if it is deemed to be unfit for its intended purpose.

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

In general, the following documents will assist in complying with the claimant’s obligation to substantiate a claim. However, please note this is not an exclusive list.

  • 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 report completed by a recognised Surveyor
  • Destruction Certificate
  • Transfer of rights
  • Any related documents which may serve as proof or support for the claim.


Time Limits for making a claim:

Type of Claim Written notice required within
Loss of complete shipment 120 days from AWB issue date
Loss of package from a number of packages 120 days from AWB issue date
Loss of contents from a package(s) 14 days from date of receipt of cargo by Consignee
Damage to all or part of a shipment 14 days from date of receipt of cargo by Consignee
Unreasonable delay in completion of carriage 21 days from date on which cargo was placed at disposal of Consignee


In addition to the above written notice requirements, all rights to claim coming from the contract of carriage, expire unless legal proceedings are commenced within two years from the date on which carriage ended.

If you wish to make a claim, please note the following: Any rights to damages against the Carrier shall be extinguished unless an action is brought within two years after the occurrence of the events giving rise to the claim.