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| What is a claim? |
| A claim is a customer’s written notice to AviancaTaca, stating your protest regarding how cargo was handled. |
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| What are the time limits to file a claim ? |
| Based on the Warsaw or Montreal Convention (whichever applies), , the time limits to file a claim from the moment when the cargo arrives at its destination is: |
- Pilferage: 14 calendar days
- Damage: 14 calendar days
- Delay: 21 calendar days
- Loss: 120 calendar days as of the airway bill issue date.
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| Claims filed beyond the above terms will be considered out of the time limits and, will not be analyzed by the Cargo Report Center. |
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| How should a claim be filed? |
If you want to report an incident regarding your cargo, even if you do not have the exact value of the loss and/or damage or sufficient details and supporting documents to initiate the analysis of your claim, you must notify your protest within the terms established to avoid your claim from being out of the time limits, by going to the following link: http://claims.aviancataca.com/claims - option cliente - menu CREAR RECLAMO or you may submit your written notice to the nearest AviancaTaca Station.
If you have previously submitted a preliminary notice of claim and know the exact value of the loss and/or damages, you must file it going to the following link: http://claims.aviancataca.com/claims - option cliente - menu RECLAM. PRELIMINAR > FORMAL
It is important to take into account that the Cargo Report Center will not analyze your case until you submit the amount claimed and attach all documents that support such value.
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| Who can file a claim ? |
| A formal claim must be filed by the consignee whose name appears on the Master Airway Bill. If the agent, the shipper or a third party wishes to do so, the consignee must assign the rights by sending a letter signed by the company legal representative. |
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| What documents must be sent for the claim to be analyzed by the Cargo Report Center ? |
| When sending a claim, please include the information below. |
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| General Conditions For Cargo Transportation |
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