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Claim & Process

AirAsia Cargo Claims Process Flowchart (for Damaged/Pilferage and Missing Cargo)

AirAsia Claim SOP

  • Domestic & International claim = Montreal convention or claim amount (whichever is lower).
  • Damage due mishandling – must be submitted with photo evidence of the damaged item at cargo terminal with the Survey Report.
  • Pilferage/missing cargo content – must be submitted with police report and Survey Report from the cargo terminal.
  • Damage due to mother nature (rain/etc) or natural disaster (earthquake/flood/etc) – NON-CLAIMABLE.
  • Outer packaging damage only (cargo content is not damaged) – NON-CLAIMABLE.

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Disclaimer: If there is any conflict or discrepancy between the English text of terms and conditions of this Agreement and any translation thereof, the English text shall prevail.