Welcome to the Kales Airline Services Cargo e-Claims portal
This service is available 24/7 - 365 days a year to accept your preliminary and formal claims.
Our "state of the art" Cargo e-Claims system will provide you with efficient filing of both preliminary and formal claims as well as the ability to upload related documentation.
An email address and password will be required to view claims that have been submitted. In just a few key-strokes preliminary claims that have been entered previously can also be converted to a formal priced claim and additional required documentation added to the file.
Please explore the information contained in the portal which outlines time lines for claims as well as the documentation required to submit claims and the related documentation into the system.
Submit Cargo Claim
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Kales Netherlands
Route destination/origin: AMS
Schiphol Airport
Kales Belgium
Route destination/origin: BRU
Brussels Airport
Other routes
Choose this when departure/arrivalis not in the locations above
Search existing claims
Service for forwarding agents
A cargo claim is a written complaint demanding financial compensation from the carrier for loss of, damage or delay to cargo whilst in care and control pursuant to a contract of carriage.
In the case of damage or delay, the person entitled to delivery must complain to the carrier within the time lines stated below. If no complaint is made within the times indicated below, then no action can be brought against the carrier involved.
| No. | Claim Type | Description | Time Limit |
|---|---|---|---|
| 1 | Loss. | Loss of whole consignment. | 120 days from the AWB issuing date. |
| 2 | Damage. | To consignment whole or in part. | 14 days from receiving consignment. |
| 3 | Partial Loss. | Loss of part of the consignment. | 14 days from receiving consignment. |
| 4 | Delay. | To complete consignment or part of it | 21 days from the placing date. |
| 5 | Pilferage. | To consignment whole or in part | 14 days from receiving consignment. |
If a preliminary claim was not submitted through our e-Claims portal, then a copy of the official complaint must be uploaded into your formal claim file. Also an official claim from the person entitled to delivery must also be uploaded.
Guidelines for submitting documents
Please include the following information when submitting the e-Claim in order prevent any delay in handling your claim. The more information you provide, the more quickly your claim can be handled or settled.
| 1. PRELIMINARY CLAIM | Enclose the preliminary notice of claim in written ! |
|---|---|
| 2. MASTER AIR WAYBILL | Copy of the contract of carriage ( Master Airwaybill ) and eight digit number assigned to the shipment. |
| 3. CLAIMED AMOUNT | List the damaged or shorted merchandise by item and quantity and provide the amount you would like to be compensated for. Tell exactly what was damaged and how you came to your claimed amount. List how many pounds/ kilograms or what number carton was damaged. |
| 4. FREIGHT CHARGES | In most cases, the freight charges must be paid before a claim is finalized. |
| 5. INSPECTION REPORT | If damage was noted at destination, the agent should have been requested to prepare this report. If an inspection was not done, just state that non was done. An inspection completed by an independent surveyor may also be included. |
| 6. INVOICE | Provide the original vendor’s invoice for the damaged merchandise in question. This will indicate the value of the goods claimed. |
| 7. PACKING LIST | This would list the quantity and weight of the items in each box. For personal effects shipments, the value of each item should also be listed. |
| 8. REPAIR OR PARTS REPLACEMENT BILL | If the damaged goods are repairable, provide the receipt for repair. |
| 9. SALVAGE VALUE | It is the shipper / consignee’s responsibility to minimize the loss by salvaging goods. Explain what was done with the damaged shipment; for example, was it thrown away, repaired, or sold for discount price. |
Remember that you must retain all damaged material until the claim is completely resolved. In some cases, the carrier will notify you that they intend to pick up the damaged material. If you are not able to provide the material for the carrier, then the claim is denied.
FREIGHT FORWARDERS AND INSURANCE COMPANIES
In addition to the above please include:
| 10. HOUSE AIRWAYBILL | Delivery record copy |
|---|---|
| 11. SETTLEMENT DRAFT | Proof of payment to ultimate consignee |
| 12. SUBROGATION RECEIPT | Statement from payee authorizing you to act on behalf of shipper or consignee |
