Pre Claims / Claims

CONTROL POINTS MATRIX:

Responsable	Control Name	Control Description
Customer Care	1. Pre-Claim Reception	Receive and verify the Pre-Claim, Send to preclaims@masair.com
Customer Care	2. Formal Claim Reception	Receive and verify the Official Claim. Send to claims@masair.com
		In the next page you will find the links to download the formats of
		Claims

RULES OF OPERATION:

1. Validity of Pre-Claim reception: Only Pre-Claims will be received if they are in the first 14 calendar days of cargo reception.

In cases of delay, within 21 calendar days of receipt of the cargo.

In cases of non-delivery, within 120 calendar days from the date of issuance of the air waybill.

• You can submit a Pre-Claim in the following link : preclaims@masair.com
• To file a formal Claim, click here : claims@masair.com

2. Response Times reception of Pre-Claims: three business days to confirm it was received.

3. Time to investigate: 30 business days.

4. Claims management and monitoring: The Customer Care area will be responsible for managing and following up on customer complaints from receipt until such claim is rejected or paid. The same area will communicate this resolution to the clients.