Claims help

Claims can be for full or partial loss, delay or damage. Time limits apply. First thing is to read the respective conditions of carriage (domestic or international), then follow the steps below.

1. Conditions of carriage

Within Australia - Qantas Freight is not liable for any loss, damage, delay or fee which the carrier may incur, as per the domestic conditions of carriage. 

Outside Australia -  If you believe your incident is covered and adheres to the time frames (listed below) and outlined in the  international conditions of carriage, submit your claims via your Qantas Freight Buiness account.

2. Register with My Freight

Create an account if you’re not already a My Freight user. To do so, register your details first, then login with your account number and password to finalise the account setup.

3. Lodge 'Intent to claim' form

Open 'intent to claim' tab and follow the prompts. Once submitted, you’ll receive a receipt of acknowledgement. Keep this handy as it will be needed to complete the formal claim.

Depending on the type of claim, specific time frames apply within which to lodge the claim:

Types of claim and number of days claim must be submitted by:

  • 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 the consignee.

4. Lodge a formal claim

Checklist of items to be included with every claim:

  • 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
  • Destruction certificate (if goods have been disposed)
  • Repair quotation (where applicable)
  • Evidence of attempts make to mitigate losses
  • Copy of loss adjustor / marine surveyor’s report (if applicable).

Submitting claims

Need assistance?

Call Customer Service on 13 12 13.