Claims help

We understand sometimes things don't work out. Here's more information on how to make a claim for full or partial loss, delayed or damaged shipments.

For information relating to Money Back Guarantee, click here.

Conditions of carriage

Qantas liability is limited in accordance with the relevant laws and international conventions governing air travel, in addition to our domestic and international conditions of carriage.

How to lodge a claim

Making a claim to us for review is a two-part process. To have access to and enable you to proceed with your claim, you must first register for an online account if you don’t already have one. Then, follow the steps below.

	Claims for domestic shipments	Claims for international shipments
Step 1: Submit an intent to claim	Log in to your account and complete the intent to claim form via Contact us > Intent to Claim. Follow the prompts and keep your acknowledgement receipt handy as this has your reference number, next steps and insturctions on how to make a Formal Claim.
Step 2: Lodge a formal claim	This step can be completed by the shipper or receiver within Australia.	This step must be completed by the receiver at the shipment's final destination.
Claims within Australia	For claims on domestic shipments or claims on international shipments with a final destination within Australia, email us with the below details: • Reason for lodgement • Number and weight of affected pieces • Amount claimed ($ value) • Copy of airway bill • Copy of 'Intent to claim' acknowledgement receipt • Copy of house airway bill (if applicable) • Invoice and/or packing list • Surveyors report (if applicable, for international claims) • Destruction certificate (if goods have been disposed) • Repair quotation (where applicable) • Evidence of attempts made to mitigate losses • Claims for domestic shipments: commercial invoice or Statutory Declaration declaring wholesale value of goods, description/nature of goods and that the declarant has not been able to claim from any insurance or other source. • Claims for international shipments: a Subrogation letter from insurers (confirming if compensation has been paid regarding the claim under any policy or from another source).
Claims outside Australia	N/A	Follow the claims process of the local Qantas Freight office or ground handling agent as local regulations vary.
Time limitations apply to lodge your intent to claim	• Total loss - 120 days from issuance of airway bill • Partial loss - 30 days from receipt of goods • Damages - 30 days from receipt of goods • Delay - 30 days from when the cargo was placed at disposal of person entitled to delivery	• Total loss - 120 days from issuance of airway bill • Partial loss - 14 days from receipt of goods • Damages - 14 days from receipt of goods • Delay - 21 days from when the cargo was placed at disposal of person entitled to delivery

Need assistance?

Our Customer Service Team is ready to help and can be reached on 13 12 13 if you have any questions.