Please note that claims concerning air freight shipments are governed by legal requirements specified within 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 Cargolux's Conditions of Contract (printed at the back-side of our airwaybills, more specifically in the Art 10.1). Further information is also available in the General Conditions of Carriage for Goods.
Art. 12 of the Cargolux conditions of carriage
12.1 The person entitled to delivery must make a complaint to the carrier in writing in the case :
12.1.1 of visible damage to the goods, immediately after discovery of the damage and at the latest within fourteen (14) days from receipt of the goods;
12.1.2 of other damage to the goods, within fourteen (14) days from the date of receipt of the goods;
12.1.3 of delay, within twenty-one (21) days of the date the goods are placed at his disposal; and
12.1.4 of non-delivery of the goods, within one hundred and twenty (120) days from the date of the issue of the airwaybill.
12.2 For the purpose of 12.1 complaint in writing may be made to the carrier whose airwaybill was used, or to the first carrier or to the last carrier or to the carrier who performed the transportation during which the loss, damage or delay took place.
12.3 Any rights to damages against carrier shall be extinguished unless an action is brought within two years 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
In the unlikely event of damage or loss of cargo, a written remark must be made on the delivery receipt and a "preliminary claim form" must be completed and forwarded to Cargolux as a notification of the event. This service is totally free of charge. There is no other platform officially habilitated to receive preliminary claims on behalf of Cargolux. Once the form has been completed, a confirmation of receipt is sent by email to the sender.
Please click on the link below to complete the preliminary claim form.
In case of missing cargo, please first contact your Cargolux contact office and Cargolux tracing office (tracing[@]cargolux.com) so they can coordinate the tracking of the missing cargo. Claims for missing cargo will only be compensated after a timeframe of 120 days has elapsed following due date of arrival at destination, if the cargo has not been relocated until then.
In case a final (priced) claim would need to be filed, this should be sent exclusively by email to claims[@]cargolux.com
When filing a claim, the following documentation is required:
Master & House Airwaybill
Packing list with detailed gross weight indication for the package(s) you are claiming for
Commercial invoice ex country of origin
All previous correspondence pertaining to this claim
Proof of delivery from our premises
Documentary evidence of the loss, pictures
Survey report (if / where applicable)
Destruction certificate or statement of salvage (where applicable)
Detailed claim note / Computation of the claimed amount (how has it been calculated?)
Preliminary Claim submitted in due time by the person entitled to claim against us
Cession of rights issued by the entitled party to claim against the carrier according to the MAWB contract, i.e. the MAWB Consignee.