Positive Flight Specific
SERVICE FAILURE
A service failure occurs when the cargo is not transported on the reserved flight specified on
the air waybill.
REIMBURSEMENTS FOR SERVICE FAILURES
If the cargo reaches LAN CARGO’s hub on time for the reserved flight, and LAN CARGO fails to
provide the guaranteed Positive Flight Specific service, the client shall be entitled to a 100%
reimbursement of the shipment cost, and the freight gets transported on the next available
flight.
To obtain a reimbursement, the following conditions must be met:
-
Timely delivery of freight at LAN CARGO in European hubs (AMS, FRA, MAD). The time limits for
acceptance of Positive Flight Specific cargo will be adjusted to each station's "Cutoff" time.
Please contact your local LAN CARGO
office for details.
-
The client must properly prepare the cargo for shipment (i.e. packing, marking, labeling, etc.)
and timely deliver all the necessary documentation.
-
The client must previously reserve the space and comply with LAN CARGO's requirements for PFS
cargo, as well as all local and international regulations.
-
If the client believes shipment reimbursement is due, provide a written claim within 21 calendar
days from the date of the service failure.
Reimbursements are only made to the party that made the payment, irrespective of where the
payment is made (for example, at origin or destination). No additions to the original cargo
shipment are allowed.
EXCEPTIONS
LAN CARGO will not reimburse shipment costs if the service failure occurs as a result of one or
more of the following:
-
Special circumstances beyond LAN CARGO’s control. Such special circumstances include but are not
limited to natural disasters, strikes, weather conditions, acts of terrorism, war, among
others.
-
Delays due to mechanical failures.
-
Problems with fuel suppliers.
-
The cargo or its accompanying documentation is not acceptable to board the aircraft, or if the
cargo's size and weight are above the maximum limits for the aircraft.
-
Shipper or consignee's failure to comply with one or more of the rules, terms, or rates
established, including but not limited to improper and/or unsafe packaging, incomplete information
on AWB, etc.
-
Cancellation by the shipper.
OTHER RULES AND RESTRICTIONS
- In cases where the cargo delivered is larger or heavier than the cargo reserved,
and the excess quantity cannot be shipped on the same flight, LAN CARGO reserves the right to apply
the service guarantee to the cargo reserved.
- LAN CARGO will not accept as Positive Flight Specific cargo:
- Oversized pieces or shipments with weight and measurements that surpass the
limits established for each aircraft.
- Dangerous Goods.
- Exception: shipments containing solid carbon dioxide ("dry ice") are subject to
flight restrictions and previous approval by LAN CARGO.
- Valuables Goods.
- Non-cremated human remains.
- Live Animals.
- FAA/TSA, ICAO, IATA, and all other related regulations apply.
- All handling conditions contained in the AWB apply.
- LAN CARGO reserves the right to change, alter, or amend the rules and
restrictions or any product availability and service regulation including the terms herein, at its
sole discretion and without prior notice.
- LAN CARGO reserves the right to end or revoke this offer at any time, at its
sole discretion and without prior notice.
- By selecting PFS shipment, the contracting client declares knowledge and
acceptance of each and every condition described herein.
* Certain exceptions and/or restrictions may apply. Contact our nearest office
for additional details.
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