In our last issue, we reported on a consignment of live King Crabs that had been falsely declared and, after an odyssey of several days from Norway to Italy on board of Lufthansa Cargo, finally had to be destroyed because it was spoiled. We asked our readers to stay tuned. Now both parties have come to an agreement.
A brief reminder: The case was brought to our attention by the shipper, Silver Seafood AS, and was corroborated by transport documents. After thoroughly reviewing them, we decided to make the issue public. This is because despite the incorrect product assignment on the accompanying documents of the shipment caused erroneously by the Oslo station of Lufthansa Cargo, the airline rejected the shipper's claim twice, each time with different explanations.
We requested a statement from Lufthansa Cargo and at the same time pointed out that we would report on the matter on the basis of the transport documents presented to us and the explanations
delivered by Silver Seafood.
After being informed, the airline approached the exporter and promised a further review of the process and a short-term reaction. So, it happened and prompted the airline to acknowledge the stance of its Norwegian customer.
We document Lufthansa Cargo’s reaction here:
“…We come back to your claim regarding the […] shipment to Bologna. Thank you for your email sent to us last Friday and for taking the time to provide us with your further explanation of what happened. Based on the new findings, we are available to settle the claim within the scope of our air carrier’s liability.
This transport to Bologna is governed by the Montreal Convention. According to this Convention and as mentioned in our condition of carriage, the air carrier’s liability is limited to a maximum of 22 Special Drawing Rights (SDR) per kilogram of the concerned cargo. Therefore, our settlement amount is calculated as follows: 22 SDR x 313 kg (weight as per MAWB) = 6.886,00 SDR = 8.817,80 EUR […]
Subject to the receipt of the above and the observance of the confidential nature of this settlement, we will transfer the amount of 8.817,80 EUR converted to 91.086,55 NOK to the given account. The foregoing is without prejudice for future similar cases. The payment will be effected in local currency NOK.
Dear […], we sincerely regret the inconveniences and additional workload, which was caused by this most unfortunate incident. Appreciating your business, we are looking forward to regain[ing] your confidence and – given the chance – to convince you of our high quality service in future. Sincerely yours,”
Lufthansa Cargo AG / Customer Feedback Management
Nothing much to add to this settlement from our side. Seemingly, the chapter is closed.
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