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AIR CARGO GLOBAL S.R.O. is highly aware of the responsibility that comes along with the custody over your cargo, and we do our best to avoid unfortunate cases of loss or damage. If your shipping experience seems, however, to have resulted in such loss or damage, we kindly ask you to pay attention to the following.

Claims concerning air freight shipments are governed by the Conventions for the Unification of Certain Rules for International Carriage by Air (“The Warsaw Convention” and the “Montreal Convention” among others), also incorporated in our Conditions of Contract (to be found to on the back-side of our AWBs).

The right to file a formal priced claim at a later stage is only reserved by lodging a preliminary claim in accordance with those rules, especially within the time frames defined therein. Further information is also available in our General Conditions of Carriage. Their Art. 12 reads as follows:

12.1 Receipt by the person entitled to delivery of the CARGO without complaint is prima facie evidence that the same has been delivered in good condition and in accordance with the contract of CARRIAGE.

12.2 No action shall be maintained in the case of loss or damage to goods unless a complaint is made to CARRIER in writing by the person entitled to delivery. Such complaint shall be made:

12.2.1 in the case of visible damage to the goods, immediately after its discovery and at the latest within fourteen (14) DAYS from the date of receipt of the goods;

12.2.2 in the case of other damage to the goods, within fourteen (14) DAYS from the date of receipt of the goods;

12.2.3 in the case of delay, within twenty-one (21) DAYS from the date on which the goods were placed at the disposal of the person entitled to delivery;

12.2.4 in the case of non-delivery of the goods, within one hundred and twenty (120) DAYS of the date the goods ought to have arrived at destination.

12.3 The right to damages shall be extinguished if an action is not brought within 2 years, reckoned from the date of arrival at the destination, or from the date on which the aircraft ought to have arrived, or from the date on which the transportation stopped.” The preliminary claim must identify the damaged or lost cargo and note the type of damage or delay. For that purpose, please also make sure that our AWB number is mentioned.

Additionally, we would like to ask you to send one preliminary claim per AWB only. If you have multiple House AWBs on one Master AWB that have sustained damage or loss, please consolidate all preliminary claims for one Master AWB into one preliminary claim notification.

For your convenience, you may email your preliminary claims. Please indicate the key words “preliminary claim” in the subject field. In case you chose to submit any other documentation or photographs at this early stage, all scanned documents and photos must be in customary format (TIF, JPEG, or PDF).

email address: docs@acg-air.com
subject: preliminary claim

The preliminary claim operates as a reservation of rights notice and gives us the chance to evaluate the facts that might have led to damage or loss while your cargo was under our custody.

For the case that your own further evaluations come to the result that you can raise a justified priced claim, we herewith express our sincere regret. Please send your claim in a concrete amount via email, together with all supporting documentation in customary format (TIF, JPEG, or PDF), and indicating the key words “price claim”.

email address: docs@acg-air.com
subject: priced claim

Please note that all documents must be in English or have free English Translations.

After receipt by us of your claim and documentation, you may expect to be contacted by us.

Thank you for choosing and trusting in AIR CARGO GLOBAL S.R.O. as your business partner.

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