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:

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

A cargo claim is a written complaint demanding financial compensation from Saudi Airlines Cargo Co. for loss of, damage or delay to cargo whilst in care and control pursuant to a contract of carriage.

Types of claims:

In order for us to accept a claim, the written request must be submitted before the time limit as shown below:

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.

Requirements for claim:

Intent to claim/preliminary letter (if submitted earlier and attach the email sent to claims department or our station/GSA)
Official claim letter with claimed amount and detailed description about the claim from either shipper or consignee mentioned on the master AWB, stamped and signed mentioning the following:

  • Claim type: total loss, partial loss, damage or delay
  • Mishandled weight
  • Mishandled pieces
  • Claimed amount
  • 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 (in case claimant is not the shipper or consignee) and it should be on an official company letter head, stamped and signed by an authorized person.

Submit your online e-Cargo Claim

Saudia Cargo offers an easy and efficient online claims process. Click here to see how it works.

Alternatively you may use one of the following channels:

  • First read this CONDITIONS OF CONTRACT
  • Please use our online CargoClaims Services or send your written claim to the below address
  • 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.
  • Inquiries: +966 92 000 1668 ext. 2, or Email:

Please note that the calculation of the time limit will be based on the date of receipt of your request and not the letter date.
In order for you to reserve your right to claim for two years, we advise you to submit your intention to claim letter immediately after discovering the damaged, missing or delayed shipment.