Frequently Asked Questions

It is a written complaint made by a customer to Ethiopian Cargo, regarding the mishandling of the cargo - where damage, pilferage, delay or loss has occurred.

Based on the Warsaw or Montreal Convention (whichever applies), it defines the responsibilities of the contracted party in the air transport of international freight, the limitations to claim from the moment in which the merchandise arrives at its destination are:

  • Pilferage/Damage: 14 Calendar days
  • Delay: 21 Calendar days
  • Loss/Shortage: 120 Calendar days from the date of issue of the air waybill

Claims presented beyond these time limits will not be accepted by Ethiopian Cargo.

If you wish to inform us about any problem with your cargo - without having the exact total value of the loss, or enough details and back up - you must notify the Airline within the time limits established.

  • To notify the Airline of a preliminary claim, you should Submit an Intent to claim
  • We will not review your claim until you've provided us the total claim amount and the required back-up documents.
  • Once you have the exact total value of the loss, and the relevant details and documents are ready, you should Submit a Claim. (See below for document/information requirements).
  • Upon receiving your required documents, we will take 15 working days to give you a resolution on your case.

The formal claim must be presented by the Agent, Shipper or consignee that appears on the Master Air Waybill. If the consignee's Agent or any third party - like recovery agents or an insurance company wants to submit the claim - they must submit Letter of Subrogation/Subrogations Rights from the contracted parties on the Master Air Waybill along with all the documents.

For damage and general cargo
  • Copy of MAWB
  • Copy of HAWB (if any)
  • Copy of Notice of Claim, Intent to Claim or Pre-Claim (if Intent of Claim or Pre- Claim submitted by email; not applicable if Notice of Claim is submitted online)
  • The Letter of Subrogation for claims made by third party (where applicable)
  • Copy of the commercial invoices of the shipment identifying the damaged goods
  • Packing list of the merchandise, identifying the damaged goods
  • Additional documents - cargo damage report, deliver order and/or proof of damage (such as photographs, repair bill or repair estimate/salvage bill, etc.) that you consider relevant for the analysis of your claim.
Claims for pilferage - loss/general cargo
  • Copy of MAWB
  • Copy of Notice of claim (if claim submitted by fax or email)
  • The letter of Subrogation (if applicable)
  • Copy of the commercial invoices of the merchandise, identifying the merchandise damaged
  • Packing List of the merchandise, identifying the merchandise damaged
  • Additional documents (cargo damage report, deliver order etc) and/or proof of damage like photographs, repair/salvage bill etc that you consider relevant for the analysis of your claim
For damage/perishables
  • Copy of MAWB
  • Copy of Notice of claim (if claim submitted by fax or email)
  • The letter of Subrogation (if applicable)
  • Copy of the commercial invoices of the merchandise, identifying the merchandise damaged
  • Packing List of the merchandise, identifying the merchandise damaged
  • Other back up of the amount claimed
  • Destruction certificate or back up of the final disposal of the damaged boxes
  • Additional documents (cargo damage report, deliver order etc) and/or proof of damage like photographs, repair/salvage bill etc that you consider relevant for the analysis of your claim
Please contact our cargo reservation office. Cargo Terminal Building 
Room No. 105 
Ethiopian Airlines, Bole International Airport 
Addis Ababa, Ethiopia 
Tel: +251 115 178047 / 174052 
Tel: +251 116 656666 
E-mail: CargoBooking&GCC@ethiopianairlines.com

We transport cargo to an extensive network of more than 90+ destinations using both freighters and passenger flights.

For more information contact your nearest cargo GSA office or contact our Global cargo reservation office .

We provide air cargo shipment to your desired destinations via interline agreement with more than 75 other carriers.

Please contact your local Ethiopian airlines general sales agent or call our cargo revenue management and price office.

Please find the detail information required on the below link to transport medicine, food, human remains, ordinary, functional, medicated cosmetics,raw material for cosmetics and detergents from ETHIOPIAN FOOD, MEDICINE AND HEALTH CARE ADMINSTRATION AND CONTROL AUTHORITY.

Import & Export Requirment(Click)
Frequently Asked Questions