At United Cargo, we are committed to providing you with the highest level of service possible. Occasionally, our service may not live up to your expectations. This information will assist you in receiving efficient resolution to any shipment claim.

Claims are generally submitted for two reasons.

  1. Failure to adhere to the service parameters of a particular Performance Guarantee
  2. Loss or damage

Submitting a Performance Guarantee claim (or Tariff Refund)

If you have experienced a service failure, which entitles you to a refund because of a Performance Guarantee (applies to EXP, QuickPak and PetSafe® shipments), the following policies apply:

  • Performance Guarantee claims requests must be submitted within seven days of the promised time of availability.
  • Tariff refund amounts are based on the weight, rate, and tax, where applicable.
  • Fuel surcharge, freight processing and any accessorial fees are not refundable.
  • United Cargo EXP shipments must be paid in full before a refund claim can be processed.
  • Tariff refunds are valid on flight movement only, not on the time the shipment is available at destination.
  • If a trucking segment is involved in the routing, the EXP service guarantee applies only to the flown segment(s) in the itinerary.

Submitting a Performance Guarantee claim is easy:

  1. Complete and submit a Performance Guarantee claim request online

Submitting a loss or damage claim

As with any transportation service, damage or loss may at times occur. Before a claim can be processed, all transportation charges for the shipment involved must be paid. The amount of the claim may not be deducted from the charges due, except where the consignee has received no part of the shipment.

In the case of loss or damage including spoilage, a claim may be made to United by the person entitled to delivery. Such complaint must be made:

  • In the case of concealed damage to the freight, immediately after discovery of the damage and at the latest within 14 days from the date of receipt of the cargo (initiation of a claim form satisfies this requirement)
  • In the case of freight loss, visible damage, delay or spoilage, claims must be filed within the following timelines:
    • Intra-U.S. freight - within 120 days from the date of receipt of the cargo.
    • International freight - within 120 days for intent to file claim as governed by the applicable convention.
    • QuickPak - within 90 days from the date of receipt of the cargo.

Forms and detailed information on filing claims are available by emailing An automated reply will be sent with the forms and information.

Provide the following documentation with a completed claim form:

  • Cargo Inspection Report (Preliminary Claim Form AC-18) - If damage was noted at destination, the agent should have been requested to prepare this report.
  • A copy of UA air waybill.
  • A copy of original Invoice for Goods - Provide the original vendor’s invoice for the damaged merchandise that will indicate the value of the goods claimed.
  • Packing List - This should list the quantity and weight of the items in each box.
  • Photographs illustrating proof of damage (if applicable).

Freight Forwarders should also include:

  • A copy of the applicable house air waybill.
  • Copy of Payment - Proof of payment to ultimate consignee or credit note.
  • Invoice for repair of goods - If the damaged goods are repairable, provide a copy of the receipt for repair.
  • Subrogation Letter (if applicable) - Statement from payee authorizing you to act on behalf of shipper or consignee.

Submitting a loss or damage claim via email:

Status of a claim

Upon receipt of a claim, an acknowledgment letter with a claim number will be forwarded to the claimant and an investigation will be initiated. To inquire about the status on a current claim, contact United Cargo.