The purpose of the Claim Guide is to facilitate claim handling by providing general guidelines on how to claim with the ACS Claims entities. It indicates with whom we handle claims, where to file a claim, the time limits to submit a claim, and the most common information and / or documentation required to register or process a claim.
Our liability is limited by the IATA Air Waybill Conditions of Contract and our General Conditions of Carriage to 19 SDR per Kg of the package or packages concerned unless the applicable convention provides for a greater per Kg monetary limit. We only accept claims for delay when the cargo has deteriorated as a result of the delay.
If the cargo is insured, immediately after discovery, file a preliminary claim against the carrier and notify the insurance and follow their instructions. In most cases your insurance will settle the claim and will file a recovery claim against the carrier.
In the case of loss or partial loss of the shipment we highly recommend you open a trace file with our local customer service or General Sales Agent (GSA).
ACS CLAIM GUIDE
For MAWBs starting with prefix: 615, 155 & 403 submit claims to:
For MAWBS starting with prefix: 992, 946, 947 & 144 submit claims to:
ACS Website & Tracking
General Conditions of Carriage
IATA Air Waybill Conditions of Contract
We look forward to providing an efficient formal claim resolution service with you, should the need arise.