FAQs

Before flight of Cargo/Courier
After flight of Cargo/Courier

Reservation
Schedule Change
Cancellation
Refund
Price Quatation Request
Charter Service Request
Booking Detail Amendment

1. How can I check for flight/route availability?

You can contact your local Ethiopian office or agents authorized by Ethiopian for help. You can find contact details at https://cargo.ethiopianairlines.com/ContactUs.

2. How do I get space confirmation for my cargo?

You can contact your local Ethiopian office or agents authorized by Ethiopian for help. You can find contact details at https://cargo.ethiopianairlines.com/ContactUs

3. What documents do Customs require to export shipment out of Addis?

Business license, Export/Import permit. For further information contact Addis Ababa Airport Customs Authority or use http://www.intertek.com/government/ethiopia/?gclid=EAIaIQobChMI1ee2_aiE5AIVhM13Ch3iYQPFEAMYASAAEgJvLvD_BwE

4. What is the cut off time for delivery of my shipment at the Ethiopian Cargo & Logistics Terminal?

a) For Dry Cargo- 08 hours before the flight scheduled time of departure b) For Perishable Cargo- 05 hours before the flight scheduled time of departure For more information, use this link https://cargo.ethiopianairlines.com/ContactUs to reach the Addis Ababa Hub Cargo Export Handling office.

5. Does ET carry Cargo on its passenger flights?

Yes, ET carries cargo shipments on its Domestic as well as International Flights. For more information, please contact us on the below link https://cargo.ethiopianairlines.com/ContactUs

6. How are the consignments accepted for air transportation by ET?

Consignments are accepted • directly from the shippers • Through Cargo Agents • Through Interline Partners For more information, please contact us at https://cargo.ethiopianairlines.com/ContactUs

7. What is the responsibility of the Shipper?

The Shipper is obligated to comply with all the Customs and other government regulations of any country flown from/to/through relating to the packing, carriage and delivery of goods including the furnishing of such information and documents as may be necessary to meet such requirements. Carrier will be under no obligation to inquire into the correctness or sufficiency of required information, document or marking. For more information, please contact us at https://cargo.ethiopianairlines.com/ContactUs

8. What type of cargo can be carried on ET flights?

ET offers the facility to carry a variety of commodities like General Cargo, Courier, Perishable, Live animals, Valuable Cargo, Newspapers, Magazines, Books, Periodicals, Human Remains, Dangerous Goods, Heavy Cargo, Wet cargo etc. For more information, please contact us at https://cargo.ethiopianairlines.com/ContactUs

9. Can I book cargo on ET flights through cargo agents?

Yes, Cargo on ET flights can be booked either through ET cargo Agents or Through ET Cargo booking offices. For more information, please contact us at https://cargo.ethiopianairlines.com/ContactUs

10. Can I carry unaccompanied baggage as cargo on the Flights of ET?

Yes, unaccompanied baggage can be transported as Cargo on ETs Domestic and International Flights For more information, please contact us at https://cargo.ethiopianairlines.com/ContactUs

11. Can I change the booking details after shipment is physically accepted in the waybill?

You can contact your local Ethiopian office or agents authorized by Ethiopian for help. You can find contact details at https://cargo.ethiopianairlines.com/ContactUs

1. Will I be informed if there is schedule change of my booking?

You will be informed through the contact address You provided on your reservation. For further information, please contact us on the below link https://cargo.ethiopianairlines.com/ContactUs.

1. How do I cancel booking for my shipment?

You can contact your local Ethiopian office or agents authorized by Ethiopian for help. You can find contact details at https://cargo.ethiopianairlines.com/ContactUs.

1. How do I get refund for my cancelled shipment?

You can contact your local Ethiopian office or agents authorized by Ethiopian for help. You can find contact details at https://cargo.ethiopianairlines.com/ContactUs.

2. What documents are required for refund request?

You can contact your local Ethiopian office or agents authorized by Ethiopian for help. You can find contact details at https://cargo.ethiopianairlines.com/ContactUs.

3. Is there time limit to request for refund?

You can contact your local Ethiopian office or agents authorized by Ethiopian for help. You can find contact details at https://cargo.ethiopianairlines.com/ContactUs.

1. How do I get a quotation for my cargo?

You can contact your local Ethiopian office or agents authorized by Ethiopian for help. You can find contact details at https://cargo.ethiopianairlines.com/ContactUs.

2. What is the rate structure for booking cargo on ET flights?

The charges for booking Cargo on ET flights include the applicable Freight Charges plus other applicable charges. The details of which can be acquired from nearest ET Cargo Office. Based on the market conditions, ET often offers promotional rates on its specific flights/sectors. For more information, please contact us on the below link: https://cargo.ethiopianairlines.com/ContactUs.

1. How do I get quotation to charter an Aircraft?

You can contact our Cargo Charter & Lease team on the below link CargoScheduling&CharterLease@ethiopianairlines.com

1. What is required to change Shipper or Consignee name?

For more information, please contact us on the below link https://cargo.ethiopianairlines.com/ContactUs.

2. Will my shipment be confirmed if I add additional weight?

For more information, please contact us on the below link: https://cargo.ethiopianairlines.com/ContactUs.

Track
Document
Warehouse Charge
Flight Charge
Claim
Complaint
Mail and courier
Status update
Logistics service

1. How do I track my cargo?

You can track your cargo on our tracking web page on the below link https://cargo.ethiopianairlines.com/TrackCargo

2. How do I know if my shipment is delivered to the consignee?

You can find the status of your shipment on the below link https://cargo.ethiopianairlines.com/TrackCargo

3. How can I check the status of the remaining pieces of my shipment?

You can find the status of your shipment on the below link https://cargo.ethiopianairlines.com/TrackCargo

1. What documents are required to collect my shipment (applicable for shipment destined Addis Ababa)?

For company owned shipment

• Valid ID/Passport/driving license/

• AWB number and Letter of attorney from Federal Authentication Authority

• Business license

• Bank delivery order (if applicable)

For Personal shipment

• Valid ID/Passport/driving license

• AWB number and information about the shipments

2. What documents are required to transport Human Remain from Addis Ababa?

The below documents are required to transport Human Remain

• Letter of embalming

• Death Certificate (should strictly and clearly indicate the cause of the death)

• Passport or any other identification of deceased

• Valid shipper’s ID

Note: The carriage of Corpse (HUM), where the cause of death is COVID-19, shall not be accepted to/via Ethiopia. For more information, use this link https://cargo.ethiopianairlines.com/ContactUs to reach the Addis Ababa Hub Cargo Export Handling office.

3. What documents are required to transport Live Animal from Addis Ababa?

The below documents are required to transport live animal:

• Full quarantine for the AVI to be transported.

• Health certificate as per IATA Import/Export regulations.

• Import/Export certificate as Per IATA Import/Export regulations if it is for commercial purpose.

• Import permit must be secured from the consignee particularly if the AVI is destined to BAH & DXB and other country as may be required.

• CITES certificate for endangered species as applicable. For more information, use this link https://cargo.ethiopianairlines.com/ContactUs to reach the Addis Ababa Hub Cargo Export Handling office.

4. What documents are required to transport perishable from Addis Ababa?

The below documents are required to transport perishable consignments:

• Certificate of origin • Phyto certificate (if the shipment is flower)

• Packing list

• Commercial invoice

• Health certificate (for perishable food stuff) For more information, use this link https://cargo.ethiopianairlines.com/ContactUs to reach the Addis Ababa Hub Cargo Export Handling office.

5. What documents are required to transport Dangerous goods?

The below documents are required to transport Dangerous goods:

• DG declaration

• Material Safety Data Sheet (MSDS) For more information, use this link https://cargo.ethiopianairlines.com/ContactUs to reach the Addis Ababa Hub Cargo Export Handling office.

1. How much is the warehouse charge for my cargo (applicable for shipment destined Addis Ababa)?

You can calculate the warehouse charge using the below link https://cargo.ethiopianairlines.com/terminal-charge or you can reach Addis Ababa Hub Cargo Import Handling office using the contacts on this link https://cargo.ethiopianairlines.com/ContactUs

1. How do I get freight charge for my shipment originating from Addis Ababa?

Please contact Ethiopian Cargo Reservation and Global Call Center using the contact on this link https://cargo.ethiopianairlines.com/ContactUs.

1. Where do I contact to file claim?

If you want to file a claim, you should contact ET office at origin or destination airport. You can find contact details at https://cargo.ethiopianairlines.com/ContactUs.

2. Under what conditions am I allowed to file claim?

A claim means a criticism with a demand for indemnification usually with the mishandling of baggage/shipment, i.e. loss, pilferage, damage.

3. What kind of documents should I submit to file claim?

• For damage and general cargo a) Copy of MAWB b) Copy of HAWB (if any) c) Copy of Notice of Claim, Intent to Claim or Pre-Claim (if Intent of Claim or Pre- Claim submitted by email; not applicable if Notice of Claim is submitted online) d) The Letter of Subrogation for claims made by third party (where applicable) e) Copy of the commercial invoices of the shipment identifying the damaged goods f) Packing list of the merchandise, identifying the damaged goods g) Additional documents - cargo damage report, deliver order and/or proof of damage (such as photographs, repair bill or repair estimate/salvage bill, etc.) that you consider relevant for the analysis of your claim. • Claims for pilferage - loss/general cargo a) Copy of MAWB b) Copy of Notice of claim (if claim submitted by fax or email) c) The letter of Subrogation (if applicable) d) Copy of the commercial invoices of the merchandise, identifying the merchandise damaged e) Packing List of the merchandise, identifying the merchandise damaged f) Additional documents (cargo damage report, deliver order etc) and/or proof of damage like photographs, repair/salvage bill etc that you consider relevant for the analysis of your claim • For damage/perishables a) Copy of MAWB b) Copy of Notice of claim (if claim submitted by fax or email) c) The letter of subrogation (if applicable) d) Copy of the commercial invoices of the merchandise, identifying the merchandise damaged e) Packing List of the merchandise, identifying the merchandise damaged f) Other back up of the amount claimed g) Destruction certificate or back up of the final disposal of the damaged boxes h) Additional documents (cargo damage report, deliver order etc) and/or proof of damage like photographs, repair/salvage bill etc that you consider relevant for the analysis of your claim

4. What is the time limitation to file claim?

Based on the Warsaw or Montreal Convention (whichever applies), it defines the responsibilities of the contracted party in the air transport of international freight, the limitations to claim from the moment in which the merchandise arrives at its destination are: • Pilferage/Damage: 14 Calendar days • Delay: 21 Calendar days • Loss/Shortage: 120 Calendar days from the date of issue of the air waybill • Claims presented beyond these time limits will not be accepted by Ethiopian Cargo.

5. What is the maximum limitation for carrier liability?

The maximum amount to be offered shall be the amount claimed or SDR 17 per KG and payment shall be made in local currency.

6. What is SDR?

SDR (Special Drawing Right) is a kind of international reserve currency created by IMF. It is considered as the third currency following after gold & the U.S. dollar. Exchange rate of SDR is shown in IMF website. Applicable exchange rate for each claim is the rate at the date of compensation agreement.

At Ethiopian Cargo and Logistics Service Office. You can locate it as seen at https://www.google.com/maps/place/Ethiopian+Cargo+%26+Logistics+Services/@8.9794675,38.7834551,15z/data=!4m5!3m4!1s0x0:0x541a32ad3b5ecd2!8m2!3d8.9794675!4d38.7834551 or you can call our Customer Service Desk at +251 115 178070 to know about where we are located.

3. How long does it take to collect my shipment (applicable for shipment destined Addis Ababa)?

Please contact our Customer Service Desk at +251 115 178070.

How can we help you?

1. How can I check for flight/route availability?

2. How do I get space confirmation for my cargo?

3. What documents do Customs require to export shipment out of Addis?

4. What is the cut off time for delivery of my shipment at the Ethiopian Cargo & Logistics Terminal?

5. Does ET carry Cargo on its passenger flights?

6. How are the consignments accepted for air transportation by ET?

7. What is the responsibility of the Shipper?

8. What type of cargo can be carried on ET flights?

9. Can I book cargo on ET flights through cargo agents?

10. Can I carry unaccompanied baggage as cargo on the Flights of ET?

11. Can I change the booking details after shipment is physically accepted in the waybill?

1. Will I be informed if there is schedule change of my booking?

1. How do I cancel booking for my shipment?

1. How do I get refund for my cancelled shipment?

2. What documents are required for refund request?

3. Is there time limit to request for refund?

1. How do I get a quotation for my cargo?

2. What is the rate structure for booking cargo on ET flights?

1. How do I get quotation to charter an Aircraft?

1. What is required to change Shipper or Consignee name?

2. Will my shipment be confirmed if I add additional weight?

1. How do I track my cargo?

2. How do I know if my shipment is delivered to the consignee?

3. How can I check the status of the remaining pieces of my shipment?

1. What documents are required to collect my shipment (applicable for shipment destined Addis Ababa)?

For company owned shipment

For Personal shipment

2. What documents are required to transport Human Remain from Addis Ababa?

The below documents are required to transport Human Remain

3. What documents are required to transport Live Animal from Addis Ababa?

The below documents are required to transport live animal:

4. What documents are required to transport perishable from Addis Ababa?

The below documents are required to transport perishable consignments:

5. What documents are required to transport Dangerous goods?

The below documents are required to transport Dangerous goods:

1. How much is the warehouse charge for my cargo (applicable for shipment destined Addis Ababa)?

1. How do I get freight charge for my shipment originating from Addis Ababa?

1. Where do I contact to file claim?

2. Under what conditions am I allowed to file claim?

3. What kind of documents should I submit to file claim?

4. What is the time limitation to file claim?

5. What is the maximum limitation for carrier liability?

6. What is SDR?

7. how can i follow up the status of my claim case?

1. How can I check my delayed/offloaded cargo?

1. Where do I contact to request about my lost mail?

1. How do I track my mail?

1. What are the working hours to collect my shipment (applicable for shipment destined Addis Ababa)?

2. Where do I collect my shipment (applicable for shipment destined Addis Ababa)?

3. How long does it take to collect my shipment (applicable for shipment destined Addis Ababa)?

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