Claims Management

In the event of a shortage, shrinkage, damage or loss of condition of the cargo, the shipper and/or consignee of the air waybill must submit a claim to the air carrier through our claims system using the following link: [https://supportm7.masair.com/portal].

Types of Claims

A.         Preliminary Notice of Shipping Incidents - Pre-Claim:

In case of detecting damage, loss or theft in the supposed shipment, please notify us immediately by sending an email to:  claims@masair.com

This notification is the first step in informing us about the issue. No investigations will be initiated or responses processed automatically; This process is only for the purpose of gathering initial information. The deadlines for notifying according to the type of incident are as follows:

•             Theft: within 14 calendar days of departure upon arrival at destination

•             Damage: within 14 calendar days of departure upon arrival at destination

•             Delay: within 21 calendar days of departure upon arrival at destination

•             Loss: 120 calendar days from the date of issuance of the guide cut

In accordance with the Montreal Convention.

Calendar days are considered to be 365 days of the year.

B.           Formal Claim:  

Once you have the Pre-Claim ticket, you can formalize the claim through this section, through which the Claims Department will be notified directly. Our team will initiate the necessary investigations with the areas involved and will analyze all the documentation provided by you, for the management of the case. 

In order to formalize the case, it must be done on the pre-claim ticket previously raised on our platform [Instructions] attaching a letterhead addressed to Aerotransportes Mas de Carga, S.A. de C.V., signed by the legal representative of the company that claims authorized to carry out the claim, in which the incidence of boarding is explained,  as well as all the information that allows an adequate investigation to be carried out, indicating the amount to be claimed in dollars, the number of pieces and/or kilograms of cargo affected, and attaching the minimum documentation required to carry out the analysis of the case, as listed in the following section.

It is important to clarify in the body of the email the analysis of the amount claimed (calculation breakdown)

Documentation necessary to integrate the file in each type of claim:

Damage Claim

•             MAWB // HAWB (if applicable)

•             Commercial invoice in dollars, indicating the value of the affected parts or, failing that, in a section add the calculation of the value.

•             Document by which the destination warehouse reports on damages, breakdowns.

•             Inspections carried out (according to the country or competent authority).  

•             Cargo Manifest.

•             Packing List.

•             Proof of Delivery

•             Survey Report (opinion of a specialized company indicating the percentage of damage to the total load)

•             Certificate of Destruction of the affected goods. If it was sold at a lower price, include the bill of sale.

•             Additional documents that you consider relevant to evaluate the claim.

•             Confirmation of insurance involved.

Loss/theft/delay claim

•             MAWB // HAWB (if applicable)

•             Commercial invoice in dollars, indicating the value of the affected parts or, failing that, in a section add the calculation of the value.

•             Cargo Manifest.

•             Packing List.

•             Proof of Delivery

•             Additional documents that you consider relevant to evaluate the claim.

•             Confirmation of insurance involved.

Who can make the claim:

The consignee whose name appears on the master air waybill is responsible for submitting the claim, whether preliminary or formal.

If an agent, shipper or third party wishes to proceed with the claim, the consignee must authorise the assignment of rights in the claim by sending a letter signed by the authorised legal representative of the holder of the claim right.

General considerations

The liability of the air carrier is limited to the provisions of the Montreal Convention, as well as to the terms and conditions established in the carrier's contract of carriage.

According to these treaties regulating the carriage of air cargo, the carrier shall not be liable for damage due to:

to.          The nature of the cargo, defects, quality, or defect of the merchandise.

b.           Defective packaging of the goods, carried out by a person other than the carrier, one of its dependents or agents.

The packaging must be appropriate to the goods being transported, which must have the necessary durability for handling during the journey from point to point.

c.           Fortuitous event or force majeure (including, but not limited to, an act of war or armed conflict), and reviews carried out by local tax authorities).

d.           The air contract must declare the correct handling that will be given throughout the air freight service chain according to the nature of the cargo and in compliance with the IATA regulations in force for dangerous cargo and pharma, as well as any device added to the cargo for temperature monitoring or location monitoring tool (datalogger/GPS).

If you need additional information, please contact:  claims@masair.com