Submit A Claim

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.

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: 

  1. Damage (to contents, shipping containers are not included)
  2. Delay (not all delays will be covered)
  3. Non-delivery (lost items)
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 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


Step 4

Submit your claim