In the unlikely event where something goes wrong, Hong Kong Air Cargo Carrier Limited want to put things right with your input.

Here’s more information on how to make a claim for full or partial loss, delayed or damaged shipments.

Conditions of carriage

How to present a claim

1. Submit an intent to claimIf agent/shipper/consignee wishes to inform us about any problem with their cargo – without having the exact total value of the loss, or enough details and back up – they must notify the Airline within the time limits established. To notify the Airline of a preliminary claim, agent/shipper/consignee should submit Intent to claim (pre-claim), or send notification to local Hong Kong Air Cargo representatives via fax or emails. Local Hong Kong Air Cargo representatives shall send acknowledgement to agent/shipper/consignee upon received the Intent to claim (pre-claim), or notification.
   

   Time limitations apply to lodge intent to claim
   Loss/Shortage - 120 calendar days from issuance of airway bill
   Partial loss/Damages – 14 calendar days from receipt of goods
   Delay - 21 calendar days from when the cargo was placed at disposal of person entitled to delivery

    

2. Lodge a formal claimOnce agent/shipper/consignee has the exact total value of the loss, relevant details and documents are ready, they should lodge a formal claim by email to cgo.svc@hkaircargo.com.

   Document/information requirements:
   Claims for pilferage – damage:

• • Copy of Master Air Waybill
  • Copy of House Air Waybill (for Consolidation shipments)
  • Copy of the shipper’s invoices of the shipment identifying the damaged goods
  • Packing list of the shipment, identifying the damaged goods
  • Copy of Notice of Claim, Intent to Claim or Pre-Claim
  • Proof of Delivery, Delivery Order or Release Note
  • Irregularity Report, Cargo Damage Report
  • Survey report issued by third party (conducted at destination airport upon shipment release)
  • Photographs of shipment showing extent of damage
  • The Letter of Subrogation for claims (where applicable)
  • Additional documents such as repair bill or repair estimate/salvage bill…etc. that claimant consider relevant for the analysis of their claim.

Claims for loss:

• • Copy of Master Air Waybill
  • Copy of House Air Waybill (for Consolidation shipments)
  • Copy of the shipper’s invoices of the shipment identifying the lost goods
  • Packing list of the shipment, identifying the lost goods
  • Copy of Notice of Claim, Intent to Claim or Pre-Claim
  • Proof of Delivery, Delivery Order or Release Note, identifying the delivery status
  • Short Landing Certificate, Short Received Certificate or Short Shipped Certificate
  • The Letter of Subrogation for claims (where applicable)
  • Additional documents that claimant consider relevant for the analysis of their claim.