Frequently Asked Questions for new users

Are you still uncertain if you should use CargoClaims for all your future Claims and Incident management? Read the special FAQ dedicated to new users first. Please contact us if you still have questions afterwards, we will be available to answer all your questions. Premium users can turn to the CargoClaims help page with their questions within their account.

Benefits for all stakeholders involved

Benefits for Shippers Benefits for Forwarders Benefits for Ground Handlers Benefits for Airlines and GSAs

Get started with your freemium account!

You can directly start using CargoClaims as a Freemium user by filing your first claim. Go to the homepage and tryout the application by submitting a test claim.

Free 30 day Premium trial.

Do you want full access to all the CargoClaims features? Start your free trial today! Please contact us for a full access 30 day Premium trial.

Click the button to see how CargoClaims works:

How it works

General FAQ

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    CargoClaims is an online integrated data forwarding and claim management platform. CargoClaims does not represent airlines or supply chain parties. The application is developed to manage your claims online and communicate with your contacts to resolve filed cargo claims.

    How CargoClaims will benefit you and all your customers:

    - Submit your claim in just a few easy steps.
    - Immediate confirmation of receipt per email.
    - Providing our customer 24/7 online registration
    - Increases the speed of processing your cargo claim.
    - Online tracking of claims processing 24/7.
    - Providing overview of all your cargo claims.
    - All communication and documentation logged into your account.

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    A Freemium account will be automatically generated once you have filed a claim for the first time. You will receive an email with the login credentials to the CargoClaims Portal.

    A Premium account will need to be activated by the CargoHub support desk and benefits of full features of the CargoClaims Portal

    Enterprise accounts will benefit unlimited records, multi stations overview, customized pages and much more.

    For more information, please contact us by email: info@cargohub.com.

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    If you or your company is in need of a more efficient way to manage or file claims then CargoClaims is the software for you! We make filing and managing of claims transparent and reliable in one centralized integrated system. Quality and efficiency will increase due to digitizing processes, user friendly tools and a 100% paperless working environment. Handling claims was never this easy! We run regular updates to provide the latest requirements for quick and cost-effective claim handling.

    The satisfaction of the customers will also increase due to the fact that you and your company will be able to respond to claims much faster with CargoClaims.

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    As a Premium user you will be able to manage the whole claim process, from the beginning of an incident until finalizing a claim. Being a Premium user will allow you to use the CargoClaims application fully including the following:

    - modify account preferences
    - customize the claims overview
    - set and change status and priorities to files
    - manage and process claims per department
    - assign claims to specific persons or departments
    - assign tasks and create notes
    - share files with third parties
    - use the advanced integrated communication module
    - export overviews to Excel, HTML or CSV

    Please contact us if you are interested in a Premium account and for a 30 day Premium trial!

  • The following browsers are supported for CargoClaims:

    - Internet Explorer 8
    - Internet Explorer 9
    - Internet Explorer 10+
    - Chrome
    - Firefox
    - Safari

    The following operating systems are supported for CARGO/Claims:

    - Windows XP
    - Windows 7
    - Windows 8
    - MAC OS X


    To get the best experience with the CargoClaims software, a network with a fast and stable line speed is necessary and usage of the most up-to-date version of your browser.

  • Legal information

    The Terms of Use can be found here.

    The Privacy Policy can be found here.

  • Supported parties:

    With the CargoClaims platform you will be able to submit claims directly to any of the registered IATA member airlines.

    In case there are no Airline contacts predefined in our system, please enter your available contact information manually for the subjected Airline or GSA and submit your claim.

    Please contact support@cargoclaims.aero in case your target Airline is not available in our system. We will update our system within 24 hours and inform you accordingly.

  • Supported airlines:

    It is not possible to file claims at airlines that the CargoClaims application does not support at this moment.

    All IATA member airlines are currently supported by CargoClaims.

  • Overview system:

    CargoClaims uses a status and priority system to get a better overview of all the files. This way users can expedite the handling of files, sorted on priority and status.

    [Click here] to find out more about status and priority within the CargoClaims application.

Freemium FAQ

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    As a Freemium user you will be able to file and manage claims within one centralized portal, free of charge.

    CargoClaims features for Freemium users include:

    - Filing claims
    - Record overview
    - Managing records
    - Exporting records to a XLS, HTML or CSV file
    - Customization of account information

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    File a cargo claim or incident to activate your Freemium account. Once you have pressed the 'Send Claim' button on the communication module of the CargoClaims homepage, you will instantly receive login details to start using your Freemium account.

    You can change your password in the account settings once you are logged into your personal enviroment. All personal information and passwords are encrypted.

    Please contact us by email if you are interested in our Premium and Enterprise packages.

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    Follow the steps on the CargoClaims homepage. Choose the airline in the dropdown menu by typing the Prefix, IATA or ICAO code. Then press the green button and you will be directed to the CargoClaims form to start filing your claim.

    Once completed, your claim will be sent out.

    Click here for a more in-depth explanation on how to file a claim.

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    Go to the CargoClaims homepage and click on 'Freemium Login'.

    Press the '[Click here]' link and fill in the email address used to set up your account. You will receive a system generated email to retrieve your password. Check your spam box if you cannot find the mail in your inbox.

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    To update Freemium files, please go to the homepage of CargoClaims and click on the "Search submitted claims".

    Log into your account and go to 'Submitted issues'. Select the claim you wish to update by pressing on the blue Tracking # or by double clicking on the file.

    Adding documents, pictures and changing claim information will be possible once you are in the claim file.

    Click here for a more in-depth explanation on how to update existing Freemium files.

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    Log into your CargoClaims Freemium account and select the claim file you wish share.

    Emails to the other involved party can be sent in the communication panel by clicking on the claim subject. The communication module will pop up and you will be able to compile your message here. Click on "Send" to share the desired information.

    Click here for a more in-depth explanation on how to communicate in the application.

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    Log into your CargoClaims Freemium account and go to the 'Submitted issues' tab.

    In the top right corner of the tab you see three types of export buttons that you can use to create an offline copy. The claim files can be exported to a XLS, HTML and CSV file.

    NOTE: The offline copy will be an exact copy of your CargoClaims dashboard view. This means that the exported table will be in the same format and will contain the exact same information and columns as the table in the application.

    To view more rows, go to the bottom of the table in your dashboard and click on the dropdown shown next to 'Show rows'. The maximum amount of claims that can be exported as an offline copy is 1000 per export.

    Click here for a more in-depth explanation on how to create offline copies of the claim overview.

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    Log into your account on www.cargoclaims.aero. Click on 'Edit my contact data'. Then click on the dropdown 'Select' to update your information.

    When you've finished updating, press 'Save'.

    Click here for a visual explanation on how to look up and change account information.

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    You can resend existing claim file(s) or an updated version to your contact, to request a response.

    Contact your airline or GSA directly in case you did not receive any communication from them after submitting your claim with this service.

    A useful Global Directory of Airlines and Agency contacts can be found by visiting A-Z Freight.

    Should you require communication updates to the carrier for claims submitted within your account, please login into your account, open existing claim and update communication.

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