When things don’t go as planned, we’re here to help, The rules that govern air carriage are not only for WestJet Cargo, they are applicable to all air carriers around the world. All air shipments follow and adhere to certain conditions of contract that are detailed on the back of the air waybills.
Submit A Claim
The Process, Explained
If you have a SmartKargo account, you can submit your claim directly through the platform.
For domestic shipments within Canada, the declared value should be $1.10 per kilogram, with a minimum of $50.00.
For international shipments, the declared value is 22 Special Drawing Rights (SDR) per kilogram.
Step 1
Check if you qualify to submit a claim
A claim must be submitted by either the client, shipper, or consignee. All claim payments will be made to the original form of payment.
Step 2
Classifying your claim
There are three types of claims we can accept:
- Damage (to contents, shipping containers are not included)
- Delay (not all delays will be covered)
- Non-delivery (lost items)
| CLAIM TYPE | DESCRIPTION | TIME FRAME |
|---|---|---|
| Damage | Was your packaging or product compromised? | 14 days |
| Delay | Did your shipment not arrive as planned? | 21 days |
| Non-Delivery | Was your shipment not delivered? | 120 days |
- The permitted timeframe noted above is the time between the shipping date and the date of your claim submission.
- For invoice disputes, please do not submit a claim. Please contact our accounts receivable department via email at receivablesws@westjetcargo.com or by phone at 1-888-444-6685.
Step 3
Gather your information & supporting documentation
Supporting documentation Include but are not limited to:
- Air waybill copy
- House air waybill (if applicable)
- Packing list
- Original receipts or cost invoices
- Destruction certificate
- Supporting photographs