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Step 1 — Welcome to the e-Claims service

a) To submit a new claim, first check your MAWB number.

b) To view all your existing claims: Click here to Login.

Enter your Master Air Waybill number:

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Step 2 — Search results (waiting on step 1)
Step 3 — Outcome (waiting on steps 1 and 2)


TIME LIMITS

A cargo claim is a written complaint demanding financial compensation from the airline for loss of, damage or delay to cargo whilst in care and control pursuant to a contract of carriage.In the event of loss, damage or delay, the person entitled to delivery must complain to the Airlines within the time lines stated below.

If no complaint is made within the times indicated below, then no action can be brought against Saudi Airlines Cargo Co.

PRELIMINARY CLAIM
In order to reserve the claimants rights to claim up to two years, a preliminary claim must be filed within the outlined time limits. Please note that the calculation of the time limit will be based on the date of receipt of your request.

No. Claim Type Description Time Limit
1 Loss. Loss of whole consignment . 120 days from the AWB issuing date.
2 Damage. To consignment whole or in part. 14 days from receiving consignment.
3 Partial Loss. Loss of part of the consignment. 14 days from receiving consignment.
4 Delay. To complete consignment or part of it 21 days from the placing date.
5 Pilferage. To consignment whole or in part 14 days from receiving consignment.
  • To update exiting claims to formal login to your account here.


FORMAL CLAIM

  • If a preliminary claim was not submitted through our e-Claims portal, then a copy of the official complaint made must be uploaded into your formal claim file. The following lists documentation that may be required and should also be uploaded into your formal claim file if available.

REQUIRED ATTACHMENTS:

  • Copy of AWB.
  • Damage Report from Station.
  • Survey Report (If required).
  • Commercial Invoices (highlighting the mishandled goods only in the invoices).
  • Packing List (highlighting the mishandled goods only).
  • Customs Report (if available).
  • Proof of delivery "POD" (if available), not required for total loss claims.
  • Subrogation letter (Authorization letter in case claimant is not the shipper or consignee) and it should be on an official company letterhead, stamped and signed by authorized person.

ALTERNATIVE COMMUNICATION CHANNELS

  • Cargo Claims Email cargoclaims@saudiacargo.com
  • Saudia Cargo Station GSA.
  • Saudia Cargo Station GHA.
  • Mail: P.O. Box: 620 CC: 12772130 Jeddah: 21231, K.S.A.
  • The nearest Saudi Cargo Station or Saudi Arabian Airlines office.
  • Fax: +966 12 686 1947.

CLAIMS INQUIRIES: