At cargo.one 🚀 we want to empower our customers to own their bookings and this means ensuring you are able to make changes and cancellations through the 'Bookings' section.
cargo.one does not have the same access to bookings as airlines ✈️ do. Although we facilitate the booking process, the bookings are still done in the airline's system and we unfortunately don't have access to these. This means there will be times when you won't be able to make updates or cancellations through the platform.
Note: ⏰ Post-LAT updates can only be done through the airline, and you'll need to reach out to the airlines directly to complete the update. You can find the correct airline contacts here.
Why can't I update my booking?
Why can't I update my booking?
In case the system doesn't allow you to update your booking, first, verify 👀 that:
the LAT has not passed yet
that the shipment has not been dropped off yet
If the above two statements apply to your booking, you should be able to update through the 'bookings' section. However, if the system shows that you cannot proceed, it could be due to one of the below reasons:
The AWB data has been transferred to the airline's system already - This makes the airline the only one able to proceed with the update. You can reach out to the airline here or to our Customer Support team via support@cargo.one.
There might be a temporary issue / connection issue - Please try later and if it still doesn't work, get in touch with us.
The rate has changed and needs manual approval from the Airline - You can reach out to the airline here or to our Customer Support team via support@cargo.one.
Remember, as well, that the airline's availability changes frequently, therefore you might not be able to update your shipment for the same flights & rate. In that case, the system will automatically suggest an alternative, available schedule.
Why can't I cancel my booking?
Why can't I cancel my booking?
Bookings with “Pending”, “Received”, “Delivered” status on cargo.one tracking and bookings post-LAT ⏰, cannot be cancelled through the cargo.one 'bookings' section.
To cancel pending bookings, please contact our Customer Support team here and we will help you cancel it.
Bookings made directly via the airline cannot be canceled on cargo.one, and since we have no visibility over these we aren't able to assist. To cancel this kind of booking, reach out to the airline directly.
Note: ⏰ Post-LAT updates can only be done through the airline, and you'll need to reach out to the airlines directly to complete the update. You can find the correct airline contacts here.