FAQ

If you want to file a claim, you should contact Korean Air office at origin or destination airport. A claim notice should be made to Korean Air in writing such as registered mail, fax or attached file to an e-mail.
In addition, you can file a claim through online claim site. Online Claim site can be found at main page of Korean Air Cargo website. Please go to “QUICK MENU” and click Online Claim.

Please submit the following documents.

o A copy of Master Air Waybill
o A copy of House Air Waybill

o Cargo Inspection Report(Damage Slip)
o Commercial Invoice
o Packing List
o Supporting evidence for loss (Pictures of damaged cargo, Survey Report, Destruction certificate, Repair bill or other evidence able to prove the amount of loss)
o A letter of subrogation (in case that a third party except shipper or consignee on the Master Air Waybill files a claim)

A claim filed to Korean Air is handled with the following procedure.

1) Korean Air office at origin or destination airport receives a claim
2) Check the claim documents and issue an acceptance receipt
3) Investigate the cause of damage
4) Notify the amount of compensation to the claimant
5) Receive a signed release form from the claimant
6) Pay the compensation amount to the claimant

For all cargo claims, Korean Air investigates handling procedure of origin, transit and destination station, and it usually takes several weeks. If you want to know the estimated claim handling time, please contact Korean Air office where you filed a claim.

1) In case that shipper declared the value of cargo on the Air Waybill and the valuation charge was paid ;
The liability of Korean Air shall be limited to the actual damages to the cargo, but in no event it shall exceed the declared value of cargo as stated on the Air Waybill.

2) In case that shipper did not declare value of cargo on Air Waybill and the valuation charge was not paid ;
The liability of Korean Air shall be limited to the actual damages to the cargo, but in no event it shall exceed SDR 19 per kg of the damaged/missing cargo according to Montreal Convention.
※ SDR 19 = about USD 30

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.

Claim notice should be made in writing such as registered mail, fax or attached file to an e-mail to Korean Air within the time set forth below.

o Damage or partial loss : within 14 days from the date of receipt of the consignment
o Delay : within 21 days from the date on which the consignment has been placed at the disposal of the person entitled to delivery
o Non-delivery including total loss : within 120 days from the date of issuance of the Air Waybill
o All claims other than those provided in Subparagraphs above except any claim relating to personal injury or death, within 270 days from the date of issuance of the Air Waybill.

1) If you want to travel with your dog,
Please visit Korean Air website.

2) If you want to send your dog by Korean Air
- You should make a reservation before forwarding your animal because quarantine restriction and obligatory documents may be different from countries.
- In case of South Korea, you can get more specific information about quarantine at National Veterinarian Research & Quarantine Service website.
- For more specific requirement to forward a dog by Korean Air Cargo, please contact Korean Air office at origin or destination airport.

) When your pets are traveling with you,
- Dogs, cats, and birds are the only animals allowed to board the passenger aircraft.
- For further details, please visit Korean Air website.

2) When you use freighter to transport animals,
You can forward more various sorts of animals by using Korean Air Cargo.
However, some animals named on the list below are prohibited or restricted to transport.

Prohibited sorts		Research Purpose primates, rodents, Monkey(whose scientific names are Ceropithecus Aethiops and Macaca Mulatta)
Restricted sorts	Not allowed to board the passenger flight	Pig, Goat, Sheep
	Need advanced reservation during winter season	Baby chicks, tropical fish, temperature-sensitive animals (please check warm room availability in destination airport warehouse before transportation)
	Additional documents are needed	Native birds caught in the wild (A written permission from CITES is needed)

For further details, please contact Korean Air office at origin or destination airport.

In case of South Korea, the quarantine procedures of National Veterinarian Research & Quarantine Service are as follows.

ㅇ For dogs and cats older than 90 days
If the date of entry to South Korea is at least 30 days from the date of rabies vaccination, it will be inspected that same day.

ㅇ For dogs and cats under 90 days
It can be inspected on the arrival date regardless of Rabies vaccination. However, dogs and cats under 90days are prohibited to transport under KE’s regulation.

ㅇ A microchip should be implanted into the animal’s body and identification number should be stated in the quarantine certificate issued by Quarantine Authority.

ㅇ The rabies-neutralizing antibody test must be administered by an internationally approved laboratory or by the competent authority of the exporting country from 24 months prior to boarding with a positive result equivalent to at least 0.5IU/ml or higher. The test result should be stated in the quarantine certificate issued by Quarantine Authority.

ㅇ if microchip implanted into the animal’s body and rabies-neutralizing antibody test results 0.5IU/ml or higher, can be released the day

For further information, please visit Animal, Plant and Fisheries Quarantine and Inspection Agency or contact quarantine office (82-32-740-2680~1).

For further details, please contact Korean Air office at origin or destination airport.

In case of South Korea, the following documents are required.

ㅇ Quarantine certificate issued by exporting country Quarantine Authority or

ㅇ EU PET PASSPORT or

ㅇ Quarantine certificate issued by Korean Quarantine Authority

(All documents should be stated microchip identification number, rabies-neutralizing antibody test results.)

For further details, please contact Korean Air office at origin or destination airport.

In case of South Korea, 4 heads of dogs or cats are allowed to be imported to Korea for each person.
If you want to import more than 4 dogs or cats, you need to obtain a permit from the National Veterinarian Research & Quarantine Service.

Live Animal Regulation is different for every Airline company.
In principle, Korean Air does not carry puppies less than 90 days old.
For further information, please contact Korean Air Cargo Traffic Team (82-32-202-9251).

Either you can hire a customs clearance agent or you can go through by yourself.

If you hired an agent: You will be able to pick up the dog at the appointed hour and place once the customs is cleared (fees KRW 55,000 per AWB).
If you do it by yourself, it takes approximately 3 hours.

For further information, please contact Korean Air Incheon Airport Cargo Traffic Hub. (Import Team: 82-32-202-9313~4)

For further details, please contact Korean Air office at origin or destination airport.

In case of South Korea, there is no quarantine inspection for pets after the working hours and during holidays. Therefore, you will be able to pick up your dog the next day after quarantine inspection.

[Inchon Int’l Airport-Animal Quarantine office hour]
- Mon ~ Fri : 09:00~18:00
- Sat/Sun/holiday : Closed

For further information, please visit National Veterinarian Research & Quarantine Service website.

Korean Air has prohibited giving food to animals in order to prevent any food related accidents.

It is restricted to take animals out from the cage (kennel) for exercise as they might run away.

Korean Air allows transportation of monkeys except for the 2 types stated below.

[Types not allowed for transportation]
ㅇ Cercopithecus Aethiops
ㅇ Macaca Mulatta

For further information, please visit National Veterinarian Research & Quarantine Service website or contact Korean Air Cargo Traffic Team (82-32-202-9251).

For further details, please contact Korean Air office at origin or destination airport.

In case of South Korea, approval of CITES certificate must be attached in order to import Wild Birds to South Korea.

For further details, please contact Korean Air office at origin or destination airport.

In case of South Korea, the only countries allowed to import Beef to South Korea are Australia, New Zealand, Mexico, and United States. Therefore, It is restricted to import Beef from England.
For further information concerning Livestock Product, please visit National Veterinarian Research & Quarantine Service website.

All live fisheries are subject to import inspection and quarantine.

For further details, please contact Korean Air office at origin or destination airport.
In case of South Korea, please visit National Fisheries Product Quality Inspection Service website.

Korean Air does not transport Hamster, Rabbit or rodents because they might nibble Aircraft wires.

1) In case of human corpse, the shipper needs to prepare two documents, which are Death Certificate issued by a doctor and Embalmer Certificate.

ㅇ In case of human ash, the shipper needs only Death Certificate issued by a doctor.
ㅇ All documents mentioned above have to be written in Korean or English. If it is in other languages, it should to be translated in Korean or English and notarized.

For further details, please contact Korean Air office at origin or destination airport.

For further details, please contact Korean Air office at origin or destination airport.

In case of South Korea, the following documents are required. (English or translated into Korean)

ㅇ Death Certificate
ㅇ Embalmment Certificate

For further details, please contact Korean Air office at destination airport.

In case of South Korea, the following documents are required.
ㅇ Identification Card
ㅇ Ambulance or Hearse
ㅇ Terminal Handling Charge KRW 100,000

In general, you can pick up at the cargo airport terminal. For further details, please contact Korean Air office at destination airport.

In case of South Korea, you can pick up at Incheon Airport Cargo Terminal A.
For further information, please contact Korean Air Incheon Airport Cargo Traffic Hub. (Import Team: 82-32-202-9313~4)

It takes about 1~2 hours after flight arrival.

For further details, please contact Korean Air office at destination airport.

A separate Air Waybill must be issued to transport one’s belongings.

For further details, please contact Korean Air office at origin or destination airport.

For further details, please contact Korean Air office at origin or destination airport.

In case of South Korea, the only Death Certificate is required.

For further details, please contact Korean Air office at destination airport.

In case of South Korea, the following documents are required.
ㅇIdentity Card
ㅇTerminal Handling Charge less then KRW 5,000

Usually you can pick up at the cargo airport terminal. For further details, please contact Korean Air office at destination airport.

In case of South Korea, you can pick up at Incheon Airport Cargo Terminal A.
For further information, please contact Korean Air Incheon Airport Cargo Traffic Hub. (Import Team: 82-32-202-9313~4)

In general, international air cargo transportation is indirectly made by air cargo agents. So please allow me to introduce the air freight forwarder that may help you with this matter. You can be informed of the freight charge by the forwarder.

To get more detail information for freight forwarder (agent), please contact Korean Air local branches.

In case of charges collect consignment, the exchange rate shall be in effect on the date when the consignment arrives at the airport of destinations.
However, in case of charges collect consignment arriving in Korea, the exchange rate shall be in effect on the date when the consignment arrives at the first arriving airport in Korea.

Based on this market segmentation, Korean Air Cargo offered differentiated services for customer satisfaction.

Market	Customer Expectation	Product
Express	Urgent
Specific	Require special care	Specialized
Tripartite	Steady Just-In-Time shipment	Customized
General	Standard	General

For more information, please refer to 'Product' page on our website.

In general, international air cargo transportation is indirectly made by air cargo agents.
If you point out the one of the KE products when you put your shipments in the agent's hands, they will pack, trust Korean Air Cargo with the shipments in accordance with the service standard of the specific product. To get more detail information for Freight Forwarder (Agent), please contact Korean Air local branches.

'Express' is divided as 'Express' and 'Express-Heavy'. 'Express' is designed for small cargo that is 32 kg/pc and shipments up to 100 kg/MAWB. 'Express-Heavy' is for medium to large cargo that is parcel over 32 kg/pc or shipments over 100 kg/MAWB. However, the applicable rate will be selected by the bigger one between actual and volume weight.

Master Air Waybill should be stamped with 'Express' logo and actual shipments shall be attached exclusive label.

The primary features of this product are as follows:

① Provision of stable supply of space year-round
② Provision of stable prices year-round
③ Customized transport service as requested
④ Minimized irregularities through monitoring system by dedicated personnel
⑤ Established regular service quality checks through 'Quality Control Indexes'

The 'Cutomized Monitoring System' is an early warning system that checks the status of cargo movement from reservation to final delivery against a predetermined timeframe and triggers alert messages, whenever the shipment falls off the timeframe, in order to prevent any incident from getting out of control.

A range of seven Specialized products specifically meet the need of each type of goods, guaranteeing quality service at all times.
① Specialized-BIG : Heavy or Big shipments
② Specialized-DGR : Dangerous Goods(D.G) as defined by IATA Dangerous Goods Regulations
③ Specialized-WHEELS : All kinds of vehicles including car, motorcycles, etc
④ Specialized-FRESH1, 2, 3: Perishable shipments
⑤ Specialized-LIVE : Live Animals
⑥ Specialized-SAFE1, 2 : Valuable goods & Any cargo of high commercial value

⑦ Specialized-PHARMA1, 2, 3: Pharmaceutical

The top priority for all products is Express/ Express-Heavy.
Therefore these perishables shall be booked as Express or Express-Heavy and input the product code -XPS/,XAG- and special handling code -PER, PEP, PES, PER-.

'General' offers an economical solution for the carriage of consolidated goods.

Out of the Korean Air’s online countries, the following countries require advanced reporting of manifest data.

* The countries in service
O U.S. (For more details, please go to AMS FAQ)
O Canada
O Indonesia
O India (New Delhi only)

* The countries in test period
O Malaysia
O Tailand
O India (Chennai & Mumbai only)
O Chian (Beijing only)

It means that an electronic transmission of manifest data to the Customs of destination before the actual arrival of cargo. This system originally started as to simplify the customs procedure, but recently, the main focus has shifted to inspect cargo in advance to avoid terror and to tighten security measures.

In general, the carrier is responsible for Master Air Waybill data input, and the forwarder at departure station is responsible for House Air Waybill data input.

If forwarders can not send House Air Waybill data directly, Korean Air can input it on behalf of forwarders, charging an extra fee.

You can input manifest data through local VAN service such as Traxon, paying a service charge. Or, you can input through Korean Air Cargo website.

Customs office will impose penalty on data transmitter for irregularity of manifest data such as omission, inaccuracy, false report or import of embargo items.

The amount of penalty differs according to each country’s regulation. If you want to know the amount of penalty, please contact each country’s customs office or Korean Air local branches.

Data format and handling process of each country’s advanced reporting system of manifest data are same with U.S. AMS (Automated Manifest System). Please go to AMS FAQ.

Through "Find Password", agent could receive an email that can be set a password by inputting ID and proper email. New e-mail with password information will be sent by clicking "progress" button.

Only contracted agent (with Koreanair Cargo) could be a member of Cargo Portal. The contracted agent can register directly through cargo portal by entering agent code on the main page of cargo portal.

If you find a message such as “IATA code or agent code already exist”, this means that you are already registered in Koreanair Cargo Portal. Please ask your ID to the Supervisor ID holder in your company.

- Sending FWB is only available after booking creation

- Agent can modify the actual WT, Volume, and chargeable WT on the FWB input screen and,

① If C/WT is entered, it becomes final C/WT.

② If C/WT is blank, the bigger value between actual WT and volume is automatically set as C/WT

- MYC/SCC is automatically calculated according to C/WT and it cannot be modified

- Other Charge can be added manually

- You can search past information from "Daily Sales Result" by flight departure date. However, it’s not allow to search the past information after Invoice been issued ("Daily Sales Result" only shows AWB information which due issuing Invoice)

- After issuing Invoice, you can find more accurate information through “Invoice Reference” menu

The term 'baggage' is used for the goods you carry or entrust the airline to carry when using an airline.
To get more detail information about baggage, please refer to Korean Air website.

1) It is the consignee’s duty to check whether the cargo is hazardous or not before requesting Korean Air to forward the shipment. In detail, consignee must check on flammability, toxicity, contagiousness, radioactivity, corrosiveness, magnetism or any other hazardousness.

2) Employee of Airline has no authority to judge the hazardousness of a specific cargo. The DGR- an official standard of IATA, states whether or not the Cargo should be reported as Dangerous Goods for air-transportation. If you are in need for an expert knowledge regarding the DGR-IATA regulations, you should contact an expert agency for [AIR TRANSPORT DANGEROUS GOODS]
(In case of South Korea,
‘DG WorldNet Service (+82-2-2666-9996)’
‘ImDG Logistics (+82-2-2666-9911)’)

3) After the Consignee has followed the above procedures and confirmed the cargo to be NON-hazardous, the cargo may be forwarded as normal cargo.

4) Korean Air has a Security check procedure at the acceptance of cargo to check on any suspicious cargo, and requests documents to prove that the cargo is not hazardous.

If you may have any questions regarding the internal regulations of Korean Air, for example, the KE VARIATION, Korean Air local branches will be rightfully ready to help you.

Please contact Korean Air office at origin or destination airport.

In case of South Korea, personal effects for those over 6 months from departing date are tax-free. Newly purchased goods need to pay tax.

Please contact Korean Air office at origin or destination airport.

In case of South Korea, all personal effects arriving at IncheonAirport will be transferred to Gimpo customs designated warehouse. Therefore, consignee has to go to Gimpo Customs designated warehouse in order to pick up their goods.
CNEE can pick up personal effects in ICN if they request for it.
Gimpo Customs designated warehouse is located near gate 2 at cargo terminal in GMP airport (Opposite side of KoreaAirportServiceBuilding).

Please contact Korean Air office at origin or destination airport.

In case of South Korea, the following documents are required.

ㅇAir Waybill (AWB)
ㅇPacking List
ㅇPassport
ㅇCustoms clearing form

You can check the loadability of your shipment in Korean Air Cargo website.

In general, international air cargo transportation is indirectly made by air cargo agents.
To get more detail information for freight forwarder (agent), please contact Korean Air local branches.

FAQ

Where do I contact for cargo claim? 2908 hits

What kind of documents I should submit to Korean Air, when I file a claim? 2295 hits

What is Korean Air’s procedure for cargo claim? 1662 hits

After filing a claim to Korean Air, when the compensation is paid? 67 hits

I would like to know how much Korean Air compensates for damage or Missing of cargo. 73 hits

It is said that the maximum limitation of compensation is “SDR 19 per kg”, then what is the SDR and how can we calculate exchange rate? 69 hits

What is the time limitation on claim? 73 hits

I am trying to send a dog by Korean Air. Are there any necessary procedures? 133 hits

What sort of animals can I transport by Korean Air? 44 hits

I want to know the quarantine regulations for bringing a dog. 35 hits

What are the required documents for bringing dogs or cats as air cargo freight? 42 hits

How many heads of dogs or cats are allowed to be imported for each person? 27 hits

What are the procedures when bringing a dog that is 60 days old by Korean Air? 18 hits

I am bringing my dog to Korea using Korean Air and I want to know the customs clearance procedure. 30 hits

I am bringing my dog but since the dog is arriving at night, I want to know if I am only able to get it out the next day. 23 hits

I would like to know if someone would be able to feed food during the overnight stay. 30 hits

I would like to know if someone would be able to walk my dog during the overnight stay. 27 hits

I want to know the procedure for importing monkeys using Korean Air. 9 hits

I want to know the procedure when importing wild birds using Korean Air. 2 hits

I want to know the procedure when importing tortoises using Korean Air. 8 hits

I would like to know if it is possible to import Beef from England using Korean Air. 9 hits

I would like to know if it is possible to import edible live fish and ornamental fish. 10 hits

I would like to know if it is possible to bring my Hamster. 11 hits

I would like to know how to send human remains. 65 hits

I want to know the procedure when bringing my family who passed away abroad. 31 hits

What documents do the family of the deceased need to bring? 22 hits

Where do I go to receive the deceased? 16 hits

How long does it take to receive the deceased? 15 hits

I want to know the procedure when bringing the belongings of the deceased. 10 hits

I would like to know the document needed when bringing cremated Human Ash. 24 hits

What should the family of the deceased bring? 14 hits

Where do I go to receive the deceased? 10 hits

I want to inquire about air cargo charge. 111 hits

In case of charges collect consignment, how is the exchange rate applied? 36 hits

What kinds of products does Korean Air Cargo have? 75 hits

What do customers have to do if they want to use the service of KE products? 37 hits

Is there any weight limitation when customers want to be served their shipments as the ’Express’? 23 hits

Are there any matters to be attended to during the acceptance of ’Express’ or ’Express-Heavy’? 13 hits

What are the major features of ’Customized’ service? 16 hits

What is Cutomized Monitoring System’? 12 hits

What kinds of special cargo does Korean Air handle for "Specialized"? 20 hits

If I want to send perishable shipments as express service, do I have to get the service of "Express" or "Specialized-FRESH"? 20 hits

What is the benefit of ’General’ product? 25 hits

I would like to know which countries require advanced reporting of manifest data. 24 hits

What is advanced reporting of manifest data? 16 hits

Who is responsible for input of manifest data? 13 hits

I would like to know on which system I can input manifest data. 10 hits

What is the amount of penalty for wrong manifest data, and who should pay for it? 7 hits

I would like to know more detailed information about advanced reporting system of manifest data. [manifest] 10 hits

Forgot password 26 hits

The way to be a member of Koreanair Cargo Portal 35 hits

Cannot process registering due to an agent already registered 18 hits

NOTES for sending FWB 14 hits

Cannot find past information from “daily sales result” 8 hits

I have an inquiry about baggage. 26 hits

Is my shipment dangerous good? Are there restrictions to follow when sending dangerous goods? 29 hits

I have been living abroad for one [1] years with my family. This time, I am bringing my personal effects to Korea and I want to know if they are tax-free. 13 hits

What are the procedures and place of delivery when bringing my personal effects? 13 hits

What are required documents to pick-up personal effects from abroad? 9 hits

I want to check if my shipment is loadable in the Korean Air Cargo freighter. 25 hits

I want to contact cargo agents and forwarders. 47 hits

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