Contact Us

We understand that you can't always find what you are looking for on our website and so below are some different ways you can get in touch with us so we can help you,

whatever you need.

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Enter the city or country you where you wish to find an Etihad Cargo office

CUSTOMER SERVICE – AN OVERVIEW

Etihad Cargo appreciates how important our customers’ shipments are and understands the need for access to customer support around the clock. Our in-house customer service team are trained to the highest standards to help and support you throughout your shipment's journey with us.

Channels 

T: 13,000 calls per month

E: 26,000 e-mails per month

Sites

•Abu Dhabi - 35 Customer Service Agents

•Milan -  10 Customer Service Agents

Services

• Customer Service

• Case Management

Coverage

•11 Language spoken

•24/7 Customer Support

T: (Outside U.A.E.): +971 2 599 0099

T: (Toll Free within U.A.E.): 800 2535

Etihad Cargo Claims 

 

We always strive to deliver in line with our customers’ expectations. If we have failed to do so this time, then please use the tab above to navigate to our ‘Complaint’ section. 

Alternatively, please use the links below to file an ‘Intent to Claim’ or a ‘Formal Claim’.

Further detail on both types can be found below.

Claim Type         
Description

Intent to Claim 

(Preliminary Claim)                           

 An intent to claim or preliminary claim is written notification to the carrier by a party on the Master Air waybill. It does not provide full or specific details of the damage and/or loss.

 It expresses reservations of rights to formally claim at a later stage. It must be logged within the stipulated timeframes in IATA & EY Conditions of carriage which are as follows:

  • Damage: within fourteen (14) days of delivery of Shipment.
  • Pilferage (Missing contents): within fourteen (14) days of delivery of Shipment.
  • Missing Cargo (Part or whole): within one hundred twenty (120) days of the date of delivery of last part or time shipment should have arrived at destination.
  • Delay: twenty one (21) days from time of the shipment delivery.

    

 

 
Formal Claim
 A formal claim is a written notification to the carrier by a party on the Master Air waybill seeking compensation. It provides full and specific details of the damage and/or loss.
   

 

 

Choose a claim type

 

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* In order to provide you with our services, it is necessary for us to have accurate and current information about you. Before sending the completed form to us, please check it to have all the provided information accurately. If you are concerned that any of the information we hold about you is incorrect, out of date or may be used inappropriately, please contact us in any forms set out in our contact details section.

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* In order to provide you with our services, it is necessary for us to have accurate and current information about you. Before sending the completed form to us, please check it to have all the provided information accurately. If you are concerned that any of the information we hold about you is incorrect, out of date or may be used inappropriately, please contact us in any forms set out in our contact details section.

Feedback Form

General Information
 

Customer Information
 

Feedback
 

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* In order to provide you with our services, it is necessary for us to have accurate and current information about you. Before sending the completed form to us, please check it to have all the provided information accurately. If you are concerned that any of the information we hold about you is incorrect, out of date or may be used inappropriately, please contact us in any forms set out in our contact details section.

Complaint Form

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* In order to provide you with our services, it is necessary for us to have accurate and current information about you. Before sending the completed form to us, please check it to have all the provided information accurately. If you are concerned that any of the information we hold about you is incorrect, out of date or may be used inappropriately, please contact us in any forms set out in our contact details section.