Critical

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
Performance guarantee refund available, subject to terms and conditions

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.

London

Opening times: 24/7

Madrid

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. 

Specifications

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

Connection Times
LHR
MAD
DUB

 


180 min unitised / 240 min loose**
300 min unitised / 480 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 or download the IAG Cargo mobile app

Performance Guarantee

In the unlikely event that your cargo does not fly as planned we will refund 50% of freight charges up to $50,000 subject to terms and conditions.

Capacity Guarantee

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

Allocations Accepted

Block Space Agreements only

Special Handling Code

VIC, XPS

*Subject to station capabilities

**Subject to local conditions and flight schedule.

Performance Guarantee Refund Request

At IAG, we're committed to offering you the highest levels of service. To demonstrate our commitment to service delivery, 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

10 minutes with Product Development Manager Matt Goff