Whether it’s replacement equipment, last-minute orders, or that crucial spare part, there will be times when shipments are so vital they simply must fly. Critical is our non-off-loadable product for shipments that require more than just speed.

Guaranteed capacity, subject to aircraft limits
Highly trained, dedicated Critical Service Team
Dedicated fast-track check-in desks at London Heathrow and Madrid
Available on Constant Climate bookings

With new and enhanced shipment monitoring, priority check-in desks at London Heathrow and Madrid, as well as guaranteed capacity with no restrictions on size, weight or volume, Critical will stop at nothing to ensure that shipments are securely accelerated through our network to their final destination.

Critical is also available for Constant Climate products that require emergency shipping. With IAG Cargo’s highest onboard priority for temperature controlled pharmaceutical shipments as well as other high-value temperature-sensitive goods, we can provide that fundamental connection for wherever in the world you need to reach.

Critical Service Centres

We believe in keeping you in touch with your shipment every step of the way and we understand this is of upmost importance for those urgent, non-offloadable shipments.

Our dedicated emergency solution experts based in London and Madrid have complete visibility of your Critical shipments. They provide end-to-end worldwide shipment monitoring and status updates of your shipment throughout its journey.

For help and advice when booking a Critical shipment or for tracking and monitoring your shipment, contact our expert team today.


Opening times: 24/7


Opening times: Monday to Friday: 08:00-00:00 (GMT+1)
weekend and public holidays: 10:00-18:00

Always Moving

Nothing showcases our dedication to serving the needs of the emergency shipment market than the global businesses that entrust us with their time sensitive cargo. From formula one tyres, to aircraft spares, when something urgently needs moving, we're there to get it done. We partnered with Boeing, to help them move critical shipments across the globe. 


Booking Window

14 days to 4 hours before STD
For LHR bookings within 4 hours, please contact the London Critical team.
For MAD bookings within 4 hours please contact the Madrid Critical team.

Freight and Document Cut Off

LHR: 120 min before STD**
MAD: 150 min before STD**
DUB: 120 min before STD**
Please refer to local teams for network stations.

Freight and Document Availability‚Äč

LHR: 90 min after ATA**
MAD: 150 min after ATA**
DUB: 90 min after ATA**
Please refer to local teams for network stations.

Connection Times


180 min unitised / 240 min loose**
240 min unitised / 300 min loose**
180 min unitised / 240 min loose**

Please refer to local teams for network stations.

Weight and Volume Limits

Operating aircraft limits apply for loose freight**

Booking Restrictions

Specialist Commodities are restricted by station, please contact the Critical team for advice.
Single Capacity Agreement will need to be signed and returned for all shipments over 300kg. Critical is not available on Interline carriers.
Not allowed: Livestock, Human Remains, Valuables, WET Goods, Dangerous Goods*, No Customs Productions

Recovery Promise

In the unlikely event that your cargo does not fly as planned we will notify you within 2 hours of ATD**. We then ensure your cargo arrives at its destination within 24 hours of the original STA.

Track and Trace Availability

Track the status of your cargo here.

Capacity Guarantee

Guaranteed Capacity for all shipments subject to aircraft and operational limitations.

Allocations Accepted

Block Space Agreements only

Special Handling Code


*Subject to station capabilities

**Subject to local conditions and flight schedule.

Performance Guarantee Refund Request

As a temporary measure any new Prioritise and Critical bookings made from Saturday 14th March 2020 will not be eligible for Performance Guarantee claims. For bookings made before 14 March 2020, Critical offers a performance guarantee so should your cargo not fly as booked, we'll refund 50% of your freight charges - subject to the specific terms and conditions of this product. The performance guarantee covers pre-paid shipments only. 

News & Insights

How to ensure an urgent shipment flies

Aircraft on Ground: How a technical fault can cost millions