Pre Claims / Claims


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


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.

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.

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