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

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

Intent to claim/preliminary letter

A preliminary letter must be submitted within time limit of CONDITIONS OF CONTRACT through main channels:

  • Cargo Claims Email
  • Cargo Claims online Services here.
  • 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.

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 (Check Types of Claims Table).
  • Mishandled weight.
  • Mishandled pieces.
  • Claimed amount.
  • AWB Number
  • 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.

Saudia Cargo offers an easy and efficient online claims process. Please visit Online E-Cargo Claim.

To know more about how to use Online e-Cargo Claim Services Click here don’t forget to read Conditions of contract


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 up to two years, we advise you to submit your intention to claim letter immediately after discovering the damaged, missing or delayed shipment.