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. First, in the event of a failure to adhere to the service parameters of a particular Performance Guarantee, and second, in the event of Loss or Damage.

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

• Performance Guarantee claims requests must be submitted within 7 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.

1. Internet
   
   Complete and submit a Performance Guarantee Claim Request online  
    
2. Email
   
   Submit a request for a claim to cargoproductrefund@united.com  
    
3. Telephone
   
   Call the United Cargo Customer Sales and Service Center at 1-800-UA-CARGO (1-800-822-2746) to submit a 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, a written complaint must be made to United by the person entitled to delivery. Such complaint must be made:

• in the case of damage to the cargo, immediately after discovery of the damage and at the latest within 14 days from the date of receipt of the cargo;
• in the case of non-delivery of the cargo, within 120 days from the date of issue of the air waybill, or if an air waybill has not been issued, within 120 days from the date of receipt of the cargo for transportation by United.

Forms and detailed information on filing claims are available by emailing ualcargoclaims@united.com . 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
• Statement of salvage value if applicable - It is the shipper's/consignee's responsibility to minimize the loss by salvaging the goods. Explain what was done with the damaged shipment; for example, it was thrown away, repaired or sold. Include amount recovered.

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.

There are two convenient options for submitting a loss or damage claim:

1. Email
   
   Request a claim form from United Cargo Claims by sending an email to ualcargoclaims@united.com  
    


2. Fax or U. S. Mail
   
   Complete a Loss / Damage claim form (obtained by emailing ualcargoclaims@united.com or from a United Cargo freight facility). Completed claim information should be forwarded via mail to:
   
   United Airlines
   WHQFA - Loss/Damage Claims
   P.O.Box 66100
   Chicago, IL 60666-0100
   
   Or via fax to:
   +1-(872) 825-0059
   
   

Obtaining the Status of a Loss or Damage Claim
To obtain the status of a pending claim:


Email
United Airlines Freight Accounting at ualcargoclaims@united.com

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, email United Cargo at ualcargoclaims@united.com. We generally respond within 30 business days after receipt of the claim request.

Procedure for Submitting Other Types of Service Failure Claims

If you have experienced a service failure that is not covered by a Service Performance Guarantee and does not involve a lost or damaged shipment, you may contact United Cargo Customer Relations via one of the following methods:

1. Email
   
   United Cargo Customer Relations at cargoconsumer@united.com  
    
2. Telephone
   
   United Cargo Customer Sales and Service Center at 1-800-UA-CARGO (1-800-822-2746) 
    
3. U. S. Mail
   
   United Airlines
   Cargo Customer Relations - WHQWS
   P.O.Box 66100
   Chicago, IL 60666-0100