The shipper or addressed, must present a claim in writing to the air transporter who delivers the load in cases of loss or damages, caused to the cargo. This claim must be presented in the dependences of the airline.

There are two types of claims:

1. PRELIMINARY CLAIM

With the preliminary claim the consignee or shipper will warn the cargo local on the problems in relation with the expedition or shipment in question. This office will direct the claim to the corresponding Claims Department and it will be considered as a "preliminary notification".
The Claims Department will give itself notified of the problem, but will not initiate any action and will not deliver a response to the client until the preliminary claim is formalized with a " Formal Claim " due to the fact that it might be a question of an apparent problem. If the client, after having presented the Preliminary Claim, wants to request an indemnification due to the fact that the problem has been determined as such, will have to formalize the claim presenting a " Formal Claim ", attaching the necessary documentation that verifies authentically the expressed in the formal claim.

2. FORMAL CLAIM

When receiving a " Formal Claim ", the Claims Department will start a process of evaluation of the case as needed. The Claims Department will open a file of the case and will deliver accuse of receipt of the formal claim, or a formal request asking for documentation that could be vital for the analysis of the claim inside 5 calendar days after to the reception of the formal claim. After the results of the evaluation, the client will receive a response of the Claim Department If the whole documentation is complete, you should wait for a response according to the period stipulated in this document.

Precedents

The Formal Claim must include:

 Formal Letter with letterhead of the company explaining the problem.
Amount of the claim by which the indemnification is waited, and the form in which the above mentioned amount was calculated.

Documents that must endorse the claim:

Copy of the Air Guide (MAWB) &(HAWB)
Commercial Invoice
Shipment List
Record of Inspection
Certificate of Destruction
Sale Liquidation *
Subrogation of rights
Export/Import and custom documentation.
Any document related to the expedition that could be used as proof.
When have to be liquidated on the market to low costs due to damages caused to the shipment.

General Considerations:

The responsibility of the air carrier is limited to the established by the Convention of Warsaw, The Hague or Montreal and for the Contract of Transportation.

According to these agreements that regulate the air cargo transportation, the carrier will not be responsible for damages owed to:

  1. The nature of cargo, faults or quality of the goods
  2. Defective packing of the goods, realized by a person who is not the carrier.
  3. Act of God or of major force (including, an act of war or an armed conflict)
  4. An act on the part of the authorities, in relation at the entry, exit or the traffic of the load

The claims are subject to Period for presentation

Likewise, Aerotransportes Mas de Carga compromises in giving response to your requests

For further information please Contact Us:

Carmen Villanueva, cvillanu@masair.com Tel 5786.95.55 Ext. 172

Fernando Gonzalez, fgonzale@masair.com Tel 5786-95-55 Ext. 165

 
Tiempos de Respuesta
Presentación de Reclamo | Plazos Para Presentación | Tiempos de Respuesta | Información de Contacto
TIEMPOS RESPUESTA RECLAMOS. SE CONSIDERAN DÍAS HÁBILES.
Faltante Carga Perecedera Menor USD10.000.-
Recibo Reclamo
Acuse Recibo o Solicitud de documentos faltantes
Carta de Ofrecimiento o Rechazo del reclamo
Aceptación
Pago
0 días 5 días 30 días 0 días 10 días
Faltante Carga Seca Menor USD10.000.-
Recibo Reclamo Acuse Recibo o Solicitud de documentos faltantes Carta de Ofrecimiento o Rechazo del reclamo Aceptación Pago
0 días 5 días 30 días 0 días 10 días
Otras Causas (Daños / Mermas) Menor USD10.000.-
Recibo Reclamo Acuse Recibo o Solicitud de documentos faltantes Carta de Ofrecimiento o Rechazo del reclamo Aceptación Pago
0 días 5 días 30 días 0 días 10 días
Faltante Carga Perecedera Mayor USD10.000.-
Recibo Reclamo Acuse Recibo o Solicitud de documentos faltantes Carta de Ofrecimiento o Rechazo del reclamo Aceptación Pago
0 días 5 días 40 días 0 días 10 días
Faltante Carga Seca Mayor USD10.000.-
Recibo Reclamo Acuse Recibo o Solicitud de documentos faltantes Carta de Ofrecimiento o Rechazo del reclamo Aceptación Pago
0 días 5 días 40 días 0 días 10 días
Otras Causas (Daños / Mermas) Mayor USD10.000.-
Recibo Reclamo Acuse Recibo o Solicitud de documentos faltantes Carta de Ofrecimiento o Rechazo del reclamo Aceptación Pago
0 días 5 días 40 días 0 días 10 días