We hope this never happens to you because we all know how uncomfortable these situations are, but if you do find a discrepancy in your CASS invoice from the airline, it is always best to immediately contact the airline to rectify the discrepancy.
Each airline has its own process and timelines to handle these types of corrections and, although our Customer Support team is always available to help, we strongly recommend starting the process with the airline first and immediately after spotting the discrepancy. Time is of the essence in these cases.
Here's how to proceed:
Find the relevant airline's contact here
Send your CASS correction request to the airline, including a screenshot or a snippet of your CASS invoice plus cargo.one latest notification email you received for your AWB number, so they can see the confirmed price. This is essential for investigation.
If you still require guidance or support after starting the process with the airline, you can write to us and send us the above-mentioned documents and our Customer Support team will investigate and help you identify the next steps. Don't forget to also include any communication related to the charges you've exchanged with the airline ✈️
Our Customer Support team will review your case and determine the next steps. Bear in mind that our investigation may determine that the airline has to rectify the CASS invoice 🧾 to you, and in this case, the airline's timelines for resolution will apply. We unfortunately cannot influence these.
In case you face more than one discrepancy at a time with the same airline and after starting the process with the airline you require guidance from cargo.one, please send all your requests together to avoid delays in the resolution.