Cargo Loss Or Damage Claim Form

PROCEDURE FOR CARGO CLAIMS

Objective: Timely processing of claims and to minimize the impact of inconvenience caused to customers

PROCEDURE TO BE FOLLOWED ON RECEIPT OF THE CLAIM BY THE STATION

STEP l: ON RECEIPT OF CLAIM BY STATION

 Acknowledge date and time of receipt of the letter

STEP 2: PROVISION UNDER WHICH CLAIMS CAN BE REJECTED AT STATION LEVEL

 Time frame based on conditions of contract printed on reverse of AWB

International: Damage: Clause 10.1.1: immediately after discovery of the damage and at the latest within 14 days from the date of receipt of the cargo; Delay: Clause 10.1.2: within 21 days from the date on which the cargo was placed at the disposal of the person entitled to delivery. Loss: Clause 10.1.3: within 120 days from the date of issue of the air waybill, or if an air waybill has not been issued, within 20 days from the date of receipt of the cargo for transportation by the Carrier.

Domestic:

Damage: Clause 10 b: within 7 days from the date of receipt

Loss: Clause 10 b: within 120 days from the date of issue of the Air Waybill;

 Delivery under clean receipt If shipment is delivered under a clean receipt with no adverse remarks to the POD, claim can be rejected on grounds:

INTERNATIONAL: Clause 10: "Receipt bythepersonentitled to delivery of the cargo without complaint shall be prima facie evidence that the cargo has been delivered in good condition and in accordance with the contract of carriage"

"Receipt without complaint of any consignment at the time of delivery shall be prima facie evidence that the consignment has been delivered correctly and in good condition;"

STEP 3: ACKNOWLEDGE RECEIPT AND SEND AN INTERIM REPLY TO THE CLAIMANT.

STEP 4: BEFORE FORWARDING TO CLAIM DEPARTMENT, COMPLETE THE CLAIM FILE

 Collection of Mandatory internal documents

• Flight arrival report • Copy of Proof of Delivery/ Cargo Damage report. • Tracer Report • CMR Copy (In case of trucking - International claim) • Cargo Transfer Manifest • Investigate the claim and give a complete report

 Collection of Mandatory external documents in ORIGINAL from claimant

• Notice of Claim / Preliminary notice (Letter or E-mail) • Formal claim letter giving details of claim amount. • Original copy of Master Airway Bill • House Airway Bill • Original copy of Invoice • Original copy of Packing List. • Letter of subrogation • Short Landing certificate or short received certificate or short shipped certificate (The original if handed over to the consignee should be called back) • In case of Damage, Third party Survey Report • Photographs of shipment showing extent of damage • Health Certificate - (In case of Perishable goods) • Details of shipment insured by shipper or consignee

All correspondence should be in English. Incomplete documents will not be ccepted.

STEP 5: COMPLETION OF CHECKLIST (REFER APPENDIX 1)

Step 6: COMPLETED FILE TO BE SENT TO CLAIMS DEPARTMENT The above listed documents will be forwarded to the Station-In- Charge who will then forward the documents to the Cargo Claims Department for further processing.

Note: Any claims received from customers either by E-mail / Letter, the claim will be directed to the local office from where the claimant raises the claim. The station will have to follow the above procedure and then forward the file to claims department for processing.

Claimants to follow up directly with the stations from where the claim has originated.

PROCEDURE TO BE FOLLOWED BY CLAIMS DEPARTMENT

STEP 1: ACKNOWLEDGE DATE AND TIME OF RECEIPT OF THE LETTER.

STEP 2: ACKNOWLEDGE RECEIPT

 On receipt of claim from the station, an acknowledgement has to be sent to the claimant within 24 hours by E-mail STEP 3: OFFER LETTER

 The offer letter along with Release & Indemnity letter will be sent out within 25 days to the claimant provided:

a) All documents are in place as per requirements listed in the process b) All queries are responded within 24 hours time by stations

STEP 4: ON ACCEPTANCE OF OFFER BY CLAIMANT

 On receipt of completed Release & Indemnity letter from the claimant, the papers will be forwarded to Account for processing the payment

 Payment will be processed within 45 days. Claim to be settled by OAL

 If OAL has defaulted, the claim will be forwarded to OAL for settlement. In this case the following procedure will be followed

a. The Station will forward the documents to claim department. Since it is a 589 Airway Bill, the first point of contact will be VJ office.

b. The claim department will forward the claim to OAL carrier for settlement with the client directly.

c. On receipt of confirmation from OAL regarding acceptance of claim, the same will be communicated to the claimant.

d. VJ claim department will follow up on same till the case is closed.

CLAIMS DOCUMENTS CHECKLIST Name & Contact details (person completing document checklist) Date of Receipt of claim:______Claim Reference / File Number Origin______Destination______Transit station______Master Airway Bill Number______Total Pieces / Weight ____ House Airway Bill Number______Total Pieces / Weight ____ Reason of claim (Missing / Damage / Delay) No of pieces______Weight ofpieces______Erring Station______

Received Document Type & Not Received attached

Initial Notice of claim / Copy of Intent to claim if one has file Letter of Claim from Consignor / Shipper (on MAWB only) Original Master Airway Bill House Airway Bill Cession of Rights (only if claimant is another party than the shipper or the consignee on the MAWB) Subrogation form (only if claim filed by Insurance Company) Invoice (signed and stamped) Packing List ((signed and stamped) Shipment is Insured (Yes/ No) (If insured to claim from Insurance company) In case of damage - Survey Report from 3rd party Surveyor Photographs justifying the damage Original Short Landing Certificate if issued Proof of Delivery (POD) No of pieces / weight delivered Cargo damage report issued at destination by VJ Tracer Messages Transfer Manifest (for Interline shipments) (transit shipments) Destruction report and / or letter from authority if cargo was destroyed as unfit for Repairhuman or consumption parts replacement (for Perishables bill / Salvage & Consumables value only) Brief History on the case

Any additional remarks

Signature of staff SignatureofStationManager

Contact details of claim department

VietJetAir Cargo JSC (Head Office) 12 Fl., Hai Au Bldg., 39B Truong Son, Tan Binh Dist., HCM City, Vietnam Tel: +84 8 3848 9808 Fax: +84 8 3848 9809

Email ID: [email protected]