Air MAURITIUS

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claims

Please find below essential information on what to do in the event of a claim.


Claims

  1. The consignor has the right to claim against the first carrier.
  2. The consignee has the right to claim against the final carrier.
  3. Either the consignee or the consignor can claim against the carrier.
  4. The consignee and the consignor have equal rights of claim but only one claim can be considered in relation to each contract of carriage as is evidenced by the Air Waybill.
  5. The consignor or consignee named on the master Air Waybill is the only person entitled to claim.
  6. The issuing agent acts only as the AGENT of the carrier and is NOT the person entitled to claim unless authorised to do so in writing by either the consignee or consignor.
  7. Insurance company/Recovery agent.

There is a time limit for making a claim. 

Intent to claim must be filed as follows:

  1. Damage: within 14 days of receiving goods
  2. Delay: within 21 days of receiving goods
  3. Loss: within 120 days from the issue date of the Air waybill
Formal claim must be filed within 2 years
Send us an email on cargoclaims@airmauritius.com.
Make sure to attach all relevant documents as listed in section below.

IN CASE OF CLAIM

We endeavour to ship your cargo safe and sound, yet it is important for our customers to know the claims process in case of unexpected circumstances.

All air carriage is subject to a contract between the shipper and the airline that is detailed on the Air Waybill and is referred to as the Conditions of Carriage.

 

Standard Documents Required

  • Claim letter - (A statement setting)
  • Detailed priced claimed or claim note - (Proof of the amount of loss + how the amount of claim has been arrived at)
  • Commercial Invoice (Original or a certified copy of the invoice)
  • Packing list (Evidencing the value and weight of all goods in the shipment)
  • Original Air waybill and copy No.4 (if possible)

Additional Documents Required

  • Cargo Damage Report (for damaged cargo)
  • Survey report
  • Certificate of Destruction of goods from approved sanitary bodies - (for perishable shipments )
  • Net proceeds of sale after deduction of necessary expenses when a damaged shipment has been sold
  • Loss Certificate (in case of missing cargo)
  • Cargo Damage Report (for damaged cargo)
  • Survey report
  • Certificate of Destruction of goods from approved sanitary bodies - (for perishable shipments )
  • Net proceeds of sale after deduction of necessary expenses when a damaged shipment has been sold
  • Loss Certificate (in case of missing cargo)
  • Letter of subrogation (for Insurer’s claim only)
  • Payment receipt or any indemnity form which proves that payment has already been effected
  • Authorisation letter

Air Mauritius Liability

Note that Air Mauritius liability may be limited if the goods are not insured or if shipper did not declare a value for carriage.
Air Mauritius liability is limited to 19 Special Drawing Right (SDR) per kilo.