Service terms and claims


If your shipment did not travel as planned, please follow the instruction below to file a claim.

If goods are damaged in transit or a shipment is lost, the receiving party must ensure that a written remark is made on the delivery receipt. A preliminary claim form should then be submitted.

Based on the Warsaw or Montreal Convention (whichever applies) every complaint or claims must be filed to Icelandair Cargo within the following time limits:

  • 14 days for damages to cargo / partial loss
  • 21 days for delays in transportation
  • 120 days if the shipment is lost