Insert title here

Claims for Lost or Damaged Freight

You need to be a registered user to make a claim and access 'My Freight' online. Click here to register your details. Once obtained, log-in with your username and password details provided and simply, follow the steps to make a claim.

Read the following terms and conditions before submitting a claim.

In the event of lost, damaged or delayed freight, a claim can be lodged in accordance with Qantas Freight's General Conditions of Carriage. If damage is identified at the time of freight collection, it is generally advisable to request that a damage report be raised by terminal or ground handling agent staff. In certain instances, where damaged goods are of high value, (for example in excess of USD5,000), it may be advisable to appoint an independent Loss Adjustor/Marine Surveyor to assess the extent of any loss or damages. In order to raise a claim, the following procedure should be followed:

1. Lodge an electronic "Intent to Claim" at An acknowledgement of receipt will be returned. You will need to retain a copy of this acknowledgement of receipt, as it will be required for the formal claim. If not already, you will be required to register on to lodge the "Intent to Claim". Please note, only one intent to claim can be lodged per air waybill. There are strict time frames for lodgement of the "Intent to Claim" as specified in Qantas Freight's General Conditions of Carriage. For example, in the case of:

  • Total loss: within 120 days from the date of issuance of the air waybill.
  • Partial loss: within 14 days from the date of receipt of the goods.
  • Damages: within 14 days from the date of receipt of the goods.
  • Delay: within 21 days from the date on which the cargo was placed at the disposal of the consignee.

2. A formal claim must be lodged in writing to your local Qantas Freight sales office or ground handling agent from where the freight was collected. Click here for your local Qantas Freight sales office and/or ground handling agent contact details.

3. The written formal claim must include:

  • Reason for lodgement of claim
  • Number of affected pieces
  • Weight of the affected pieces
  • Amount claimed (value)

4. The claim letter, with the above information, should be accompanied by:

  • Copy of Air Waybill
  • Copy of "Intent to Claim" advice
  • Copy of House Air Waybill if applicable
  • Invoice and/or packing list
  • Destruction certificate (if goods have been disposed)
  • Repair quotation (if applicable)
  • Evidence of attempts made to mitigate the losses
  • Copy of Loss Adjustor/Marine Surveyor's report (if applicable)

Back to top