Notice of intent to claim must be submitted according to the following timelines:

1. Damage: Within 14 days of receiving the goods.
2. Delay: Within 21 days of receiving the goods.
3. Loss: Within 120 days from the issue date of the Air Waybill.

A formal claim must be filed within a period of 2 years.

1. The shipper (consignor) has the right to file a claim against the first carrier, while the consignee holds the right to claim against the final carrier.
2. Either the consignee or the consignor can initiate a claim against the carrier. Both the consignee and the consignor possess equal rights of claim, but only one claim can be considered per contract of carriage, as indicated on the Air Waybill.
3. The consignor or consignee mentioned on the master Air Waybill is the sole individual entitled to make a claim. The issuing agent functions solely as the agent of the carrier and is not entitled to claim unless authorised in writing by either the consignee or consignor.
4. In the case of an insurance company or recovery agent, they may act on behalf of the entitled party as per the terms and conditions of the insurance agreement.

Air carriage is governed by the Conditions of Carriage, a contract outlined on the Air Waybill between the shipper and the airline.

Please submit your claim to [email protected] with the following supporting documents.

Documents Required 

• Claim Letter: (A statement outlining the claim)
• Comprehensive Cost Statement: (Documentation supporting the amount of loss and the methodology used to calculate the claim) or Commercial Invoice: (Original or a certified copy of the invoice)
• Packing List: (Providing evidence of the value and weight of all goods in the shipment)
• Original Air Waybill and Copy No.4 (if possible)
• Cargo Damage Report: (Documentation of damaged cargo)
• Survey Report
• Certificate of Destruction of Goods: (Required for perishable shipments, issued by approved sanitary bodies)
• Net Proceeds of Sale: (Documentation showing the proceeds after deducting necessary expenses if a damaged shipment has been sold)
• Loss Certificate: (To be submitted in the case of missing cargo)

Documents from Insurance company/recovery agent 

• Cargo Damage Report: (for damaged cargo)
• Survey Report
• Certificate of Destruction of Goods: (for perishable shipments, from approved sanitary bodies)
• Net Proceeds of Sale: (after deduction of necessary expenses, if a damaged shipment has been sold)
• Loss Certificate: (in case of missing cargo)
• Letter of Subrogation: (for Insurer’s claim only)
• Payment Receipt or any Indemnity Form: (proving that payment has already been effected)
• Authorization Letter

Please be aware that Air Mauritius's liability may be restricted if the goods are uninsured or if the shipper has not declared a value for carriage. Air Mauritius's liability is capped at 22 Special Drawing Rights (SDR) per kilogram.