NSTRUCTIONS FOR SUBMISSION OF A CLAIM
The complaint is the expression of dissatisfaction relating to the service where the complainant describes the facts and their claim.
The person entitled to the charge, must submit written complaint to the air carrier, in case of loss, damage or delay caused to the load.This claim, depending on the type concerned must be submitted through the website, contact us section, after sales, and where necessary will be requested to send documentation electronically mailed or submitted personally as required.
It also claims must be made by the sender or recipient, as appropriate. Do not consider those by intermediaries, be they agencies loads (unless they have express permission), representatives, etc.
There are two types of procedures:
to. Protest
Notice will be given to the carrier of the problems related to the issuance by this notice prior to the formal complaint type,. This protest will be considered a "preliminary notification" (aeronautics protest) that should be archived and backed up.
b. Formal Complaint
Upon receipt of a "Formal Claim" through the website, the Claims Sector will launch an evaluation process of the case accordingly. For the purposes of subparagraph (b) of section 13 of the Air Transport Conditions, back of the Air Waybill Agreement may be made written complaint to Air carrier whose knowledge was used, or the first or last carrier or to that He performed the carriage during which the loss occurred, damage or delay. Any claim must be submitted for review and resolution www.cargo.aerolineas.com.ar, Section "Contact" Options "After Sales Service"
Claim Format
Should represent legal persons, the same must be manufactured from letterhead of the company which it represents. The initial letter should contain:
- First and last name, address, phone number and email address
- Identification of the load denounced as stricken, designating quite accurately (eg weight (s) box (s) and / or damaged or missing.).
- A brief account of the facts clearly explained without duplication
- Identification of the number of AWB.
- AWB which covers the shipment or certified copy
- Customs clearance that protects the shipment (if applicable)
- Statement by the contents of the cargo
- List of packages and bundles (Packing List)
- Recovery of the requested charge. Receipts proving the claimed value (eg invoices, packing slips or budgets)
- The request / compensation in clear terms
- Individuals:. Name, number of national identity at the foot of the "message" sent by the web
- legal persons: Name, Last Name of attorney or legal representative of the company. The documents establishing it as such is then required.
- Any other documentation which may be required by the Claims sector for the purposes of its decision. If the deduction claim omits any of the conditions laid down, it will be rejected and filed. A new presentation only be applied as long as the comments indicate the Claims Sector regularize charges. The receipt of the claim and / or the accompanying documentation does not imply recognition fledged alleged.
Limitations on claims and actions
International Transport: the person authorized to take delivery must make a complaint in writing (web) to the carrier in the case: 1)From visible damage to the goods: immediately after the discovery of it and within 14 days of the date of receipt 2) On the other damage to the goods: within 14 days from the date of receipt 3) Delay: within 21 days from the date on which the goods are made available 4) non-delivery of goods: within 120 days from the date of issue of the air waybill.
Domestic transport: the person authorized to take delivery must make a complaint in writing (web) to the carrier in the case: 1) Fault within ten (10) days from the date of delivery 2) loss, destruction delay or within ten (10) days from the date the charge should be made available to the recipient.
Legal framework
If the charge transport begins and ends within the territory of Argentina, without a scheduled stopover abroad shall apply to the analysis of each case, the Air Code of Argentina and the specific legislation to which it referred . As not conflict with the above rules, the General Conditions of the Air Transport Agreement (Resolution 1532/98 ME and OSP - Annex II) regulate all matters relating to the rights and obligations of the parties. With respect to claims related to flights originating from or going abroad, as well as those with international transport or in our country, they must be analyzed on the basis of what established the Warsaw Convention as amended The Hague Protocol of 1955 Montreal Additional Protocols of 1975 and Resolution 1532/98, referred to in the preceding paragraph.Notwithstanding said about the implementation rules must be respected and complied with the guidelines stipulated in the AWB as it is the contract of carriage between the parties (Cia. Air and client).
