We know that airlines make their best efforts as to deliver the merchandise in satisfactory conditions. However some factors such as delay, weather, weight and airplane´s balance may happens. Losses or damages may occur.

In such a case, the loss or the abnormality with the cargo or dispatch should be written down on the aerial guide or any document provided by the airline by the agent or the cosignatory.

This has to be done before removing the merchandise form the airplane. If this is not done, there will not be any option of complaining, because the airline will consider it as a cargo delivered in satisfactory conditions.

As to accelerate and make the complaint easier, please, flow the next process based on the Warsaw´s convention:

Airlines have a 14 days calendar limit from the date of AWB fee as to make complaint. After this period, it is not possible to process any complaint. If something happens, please, inform EXCELLENT CARGO S.A.S immediately in order to send an intention on time.

Airlines have a 14 days calendar limit from the date of AWB fee as to make complaint. After this period, it is not possible to process any complaint. If something happens, please, inform EXCELLENT CARGO S.A.S immediately in order to send an intention on time.

The following documents have to be processed in order to make a valued complaint.

-Letter of complaint containing the reason of the complaint, the number of the AWB fee and the requested values. Please request the total amount, including the value of the product, freight.
– Copy of the original receipt of the shipment
– Shipment list
– Transfer of right to EXCELLENT CARGO S.A.S. This document is requested in order to allow EXCELLENT CARGO S.A.S to process the complaint on your behalf
– If the product is found in bad conditions, airlines demand to have an official expertise. Please, attach a copy of it
– Copy of the Master Air Waybill or the House Air Waybill
– Copy of the destination warehouse receipt
– Photocopies

The airline is responsible only if there is evidence of any irregularity occurred during the time, they handle the cargo.

Airlines do not assume any liability regarding perishable products over 7-8 ºC.  If the producers deliver the cargo with higher temperatures form the ones above, they do it at their own risk.

The following documents have to be processed in order to make a valued complaint.

-Letter of complaint containing the reason of the complaint, the number of the AWB fee and the requested values. Please request the total amount, including the value of the product, freight.
– Copy of the original receipt of the shipment
– Shipment list
– Transfer of right to EXCELLENT CARGO S.A.S. This document is requested in order to allow EXCELLENT CARGO S.A.S to process the complaint on your behalf
– If the product is found in bad conditions, airlines demand to have an official expertise. Please, attach a copy of it
– Copy of the Master Air Waybill or the House Air Waybill
– Copy of the destination warehouse receipt
– Photocopies

The airline is responsible only if there is evidence of any irregularity occurred during the time, they handle the cargo.

Airlines do not assume any liability regarding perishable products over 7-8 ºC.  If the producers deliver the cargo with higher temperatures form the ones above, they do it at their own risk.

EXCELLENT CARGO SERVICE S.A.S will process any complaint only if all the documentation above is complete. Otherwise, we will not be able to process any complaint because the airline will not accept them.