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Filing a Claim

Southwest Cargo® handles and expedites each shipment as if it was our own, but sometimes situations arise that may require Customers to file a claim. If your shipment is scheduled with our Next Flight Guaranteed (NFGSM) or RUSH Priority FreightSM service and it is not delivered within the guidelines of those service levels, you may request a refund of the shipping charges by downloading and completing the service failure form below. In the event your shipment is unintentionally damaged or unaccounted for and you need to file a claim, please download the claim form below. Once you complete the service failure or claim form along with any supporting documentation, please send it by e-mail or fax to the information listed below.

Below are the requirements to file a claim:

  • All claims, except for concealed loss or damage not discovered on reasonable inspection, must be reported in writing to Cargo Customer Care immediately upon receipt of the shipment. In the case of failure to deliver, your claim must be given in writing to us within 120 days following the date of acceptance.
  • Claims for concealed loss or damage not discovered upon reasonable inspection must be reported in writing to Southwest Airlines at the destination airport within 14 days after delivery of the shipment. In this case, Southwest Airlines reserves the right to inspect the shipment prior to honoring the claim.
  • Until all carriage charges for a shipment have been paid, Southwest Cargo will not be able to honor any claim for loss of a shipment or damage to any shipment. The amount claimed will not be deducted from carriage charges.
  • No refund will be paid if the delay was caused by weather conditions, mechanical delay of aircraft, or for any other reason beyond carrier’s control.
  • If a trucking segment is involved in the routing, the service guarantee applies only to the flown segment(s) in the routing.

International Claims

  • All claims, other than those specified below must be made in writing to the originating or delivery Carrier within a period of one hundred and twenty (120) days after the acceptance date of the shipment by the originating Carrier.
  • Damage/Pilferage: within 15 days of delivery.
  • Service Failure/Delay: within 21 days of delivery.

For more information, contact Cargo Customer Care at (800) 533-1222.

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