How can we help you?
- Reservation
- Schedule Change
- Cancellation
- Refund
- Price Quatation Request
- Charter Service Request
- Booking Detail Amendment
- Pets Travelling as Cargo from Ethiopia
- Pharmaceuticals and Health Care Hub
- Pets (cats and dogs) as defined in current passenger tariffs. when in a container and accompanied by a passenger or shipped as Cargo, may be carried in cabin or baggage compartment.
- Ethiopian accepts Dog or Cat into the cabin with limited number per compartment (2 in Economy class and 1 in business class) with a box measuring dimensions not more than 55X40X20cms and does not exceed 8kgs including transport container.
- Dog or Cat contained in boxes larger than 55X40X20cms dimension, shall not be accepted in cabin and therefore shall be loaded in belly.
- Ethiopian accepts Dog or Cat as excess baggage to be for transport via Passenger Terminal if the dog and its kennel in gross weight is less than 32 kg.
- In the event where the Pet qualifies for transport inside the cabin or as Excess baggage, please contact nearest ticket office or Passenger
Sales office with the below
- APSR : APSR@ethiopianairlines.com
- Call Center : 6787 / 251115174561
- PET that is more than 32 KG shall be transported as cargo per cargo procedure
- Veterinary certificate must be solicited from Ministry of Ethiopian Agriculture.
- Health Certificate
- Export Permit
- >Import Permit or Passport
- Tracker ID : optional
- Proper Pet Cage is required for pet transport and Shipper must provide the pets accordingly.
- Advance Booking must be reserved with our Cargo booking team with the below address at least 3 days earlier from intended Travel date.
- Please make sure to provide the above mentioned scanned documents up on booking request.
- Reservation request must be done via email with the below address Click here to get booking request standards.
CBControl AmericaCBControlAmerica@ethiopianairlines.com
CC : CargoSales CargoSales@ethiopianairlines.com>
- Any amendment, (Cancellation or change of date) must be requested via Email to our booking office before 24 hours of departure with the above mentioned address.
- Ethiopian Airlines Charges basing chargeable weight which is either Volumetric weight calculated from Cage dimensions or Gross weight whichever is higher will be taken to bill and provide you the invoice;
Example: Dog weight = 15kg kennel weight 35 kg = Gross weight in this case = 50 kg
Volumetric weight = Kennel dimensions: 121 * 62 * 87 CM/6000 = 108.7 kg
In this case: Volumetric weight will be taken to charge the invoice bill
- Rate will be in per Kg basis and will be quoted from Cargo sales office with the below address:
CargoSales CargoSales@ethiopianairlines.com or CALL : 011 5 17 7311/4520/4525
- Rate will be as per the below Per each flight and Airway bill to be booked.
- Payment will be with Ethiopian Birr per the official date exchange rate set by Ethiopian Commercial Bank.
- To keep the convenience of your pet, you can come 01 day before departure at Cargo terminal along with the pets with cages and finalize formalities and payment return back 03 hours before departure to deliver them for transportation at Cargo Terminal: Below Direction for Cargo terminal Addis Ababa:
- Roles and responsibility
- Training
- Documentation
- Warehouse management
- Supplier Management
- Audit and self-inspection
- CAPA
- Change control
- Customer Complaint
- Operational Standard
- Outbound and inbound pharma handling
- Cleaning and pest procedure
- +2 ºC to +8 ºC Export storage area of 12789.5 m2
- +2 ºC to +8 ºC Import storage area of 302 m2and 784 m2
- +15 ºC to +25 ºC Import storage area 229m2
- +15 ºC to +25 ºC Export storage area 1517 m2
- 2 ºC -8 ºC Breakdown area 783 m2
- 15 ºC-25 ºC Build up area 1517 m2
You can contact your local Ethiopian office or agents authorized by Ethiopian for help. You can find contact details at
https://cargo.ethiopianairlines.com/customer-care/worldwide-offices
You can contact your local Ethiopian office or agents authorized by Ethiopian for help. You can find contact details at https://cargo.ethiopianairlines.com/customer-care/worldwide-offices
Business license, Export/Import permit. For further information contact Addis Ababa Airport Customs Authority or use http://www.intertek.com/government/ethiopia/?gclid=EAIaIQobChMI1ee2_aiE5AIVhM13Ch3iYQPFEAMYASAAEgJvLvD_BwE
4. What is the cut off time for delivery of my shipment at the Ethiopian Cargo & Logistics Terminal?
a) For Dry Cargo- 08 hours before the flight scheduled time of departure b) For Perishable Cargo- 05 hours before the flight scheduled time of departure For more information, use this link
https://cargo.ethiopianairlines.com/customer-care/worldwide-offices to reach the Addis Ababa Hub
Cargo Export Handling office.
Yes, ET carries cargo shipments on its Domestic as well as International Flights. For more information, please contact us on the below link https://cargo.ethiopianairlines.com/customer-care/worldwide-offices
Consignments are accepted • directly from the shippers • Through Cargo Agents • Through Interline Partners For more information, please contact us at https://cargo.ethiopianairlines.com/customer-care/worldwide-offices
The Shipper is obligated to comply with all the Customs and other government regulations of any country flown from/to/through relating to the packing, carriage and delivery of goods including the furnishing
of such information and documents as may be necessary to meet such requirements. Carrier will be under no obligation to inquire into the correctness or sufficiency of required information, document or marking.
For more information, please contact us at https://cargo.ethiopianairlines.com/customer-care/worldwide-offices
ET offers the facility to carry a variety of commodities like General Cargo, Courier, Perishable, Live animals, Valuable Cargo, Newspapers, Magazines, Books, Periodicals, Human Remains, Dangerous Goods, Heavy
Cargo, Wet cargo etc. For more information, please contact us at https://cargo.ethiopianairlines.com/customer-care/worldwide-offices
Yes, Cargo on ET flights can be booked either through ET cargo Agents or Through ET Cargo booking offices. For more information, please contact us at https://cargo.ethiopianairlines.com/customer-care/worldwide-offices
Yes, unaccompanied baggage can be transported as Cargo on ETs Domestic and International Flights For more information, please contact us at https://cargo.ethiopianairlines.com/customer-care/worldwide-offices
You can contact your local Ethiopian office or agents authorized by Ethiopian for help. You can find contact details at https://cargo.ethiopianairlines.com/customer-care/worldwide-offices
You will be informed through the contact address You provided on your reservation. For further information, please contact us on the below link
https://cargo.ethiopianairlines.com/customer-care/worldwide-offices
You can contact your local Ethiopian office or agents authorized by Ethiopian for help. You can find contact details at
https://cargo.ethiopianairlines.com/customer-care/worldwide-offices
You can contact your local Ethiopian office or agents authorized by Ethiopian for help. You can find contact details at
https://cargo.ethiopianairlines.com/customer-care/worldwide-offices
You can contact your local Ethiopian office or agents authorized by Ethiopian for help. You can find contact details at
https://cargo.ethiopianairlines.com/customer-care/worldwide-offices
You can contact your local Ethiopian office or agents authorized by Ethiopian for help. You can find contact details at
https://cargo.ethiopianairlines.com/customer-care/worldwide-offices
You can contact your local Ethiopian office or agents authorized by Ethiopian for help. You can find contact details at
https://cargo.ethiopianairlines.com/customer-care/worldwide-offices
The charges for booking Cargo on ET flights include the applicable Freight Charges plus other applicable charges. The details of which can be acquired from nearest ET Cargo Office. Based on the market conditions,
ET often offers promotional rates on its specific flights/sectors. For more information, please contact us on the below link: https://cargo.ethiopianairlines.com/customer-care/worldwide-offices
You can contact our Cargo Charter & Lease team on the below link
CargoScheduling&CharterLease@ethiopianairlines.com
For more information, please contact us on the below link
https://cargo.ethiopianairlines.com/customer-care/worldwide-offices
For more information, please contact us on the below link:
https://cargo.ethiopianairlines.com/customer-care/worldwide-offices
Our operational standards are classified based on process. Refer the below table
Process | Target |
Acceptance | The acceptance of all time and temperature sensitive healthcare shipment shall be using IATA acceptance checklist for time and temperature sensitive healthcare product |
The truck shall arrive 8 hours before ETD both for freighter and passenger aircraft | |
Should there be any discrepancy between the range indicated on the package and the AWB , The range indicted on the AWB shall prevail | |
The acceptance process of time and temperature sensitive healthcare shipment shall not be more than 30 Minute | |
Documentation | Up on AWB issuance the following special handling code CRT,PIL,COLFRO,ACT and ERT shall be inserted in cargo management system as applicable |
Only one specified shipping temperature range is permitted per AWB | |
24 Hour telephone contact number should be shown on the AWB | |
Build Up | The standard time to build a pallet and container for time & temperature sensitive healthcare product is 25 and 10 Minutes respectively |
The cargo must be built in a temperature-controlled environment corresponding to the SHC stated in the AWB (i.e., COL or CRT). | |
Palletization of time & temperature sensitive healthcare product shall be started 8hrs before ETD (Freighter flights) in designed cold room storage facility | |
Avoid mixed loading shipments of different temperature in the same ULD. | |
The maximum time to complete the buildup of time & temperature sensitive health care product is STD +2hr
| |
Tarmac Standards |
Ensure Time & Temperature Sensitive Health Care Cargo products are properly covered with polyethylene plastic sheet before towing to ramp for loading in rainy season and shall be removed after loading on Aircraft
|
Shall ensure Time & Temperature Sensitive Healthcare products are towed at least STD - 50 Minutes | |
Flight loading / unloading standards | Minimize exposure to extreme temperature by not placing pharma near the doorway position of the aircraft |
The NOTOC presented to pilot in command must have complete information | |
Loading agent shall Ensure pharmaceutical that require different temperature range must not be loaded in the same compartment
| |
The Maximum time to confirm goods onboard (FSU/OEP) for pharmaceutical shipments is ATD +1Hrs | |
Delivery | The standard delivery time of time & temperature sensitive health care product is 2 hours +ATA |
Pharma dedicate warehouse is cleaned daily with Pharma dedicated cleaning equipment and using cleaning checklist.
On freighter aircraft we anticipate shipments being delivered to the pharma facility within 30 Minute of aircraft arrival. Although passenger aircraft are being parked some distance away from the cargo terminal, Ethiopian Cargo & logistics is committed to deliver within 50 Minutes of aircraft arrival using cool dollies. However, in both cases we will be closely monitoring performance times.
Ethiopian cargo & logistics services have its own pharmaceutical handling and pharma quality manual covering the below topics:
We offer prioritized pharmaceuticals handling process trough out our operation especially upon loading and unloading on aircraft.
Ethiopian cargo and logistics services has appointed ‘Ethiopian Cargo pharma wing’ team and each team member has undergone IATA CEIV Pharma training and will continue to do so
- Track
- Document
- Warehouse Charge
- Flight Charge
- Claim
- Complaint
- Mail and courier
- Status update
- Logistics service
You can track your cargo on our tracking web page on the below link
https://cargo.ethiopianairlines.com/my-cargo/track
You can find the status of your shipment on the below link
https://cargo.ethiopianairlines.com/my-cargo/track
You can find the status of your shipment on the below link
https://cargo.ethiopianairlines.com/my-cargo/track
For company owned shipment
• Valid ID/Passport/driving license/
• AWB number and Letter of attorney from Federal Authentication Authority
• Business license
• Bank delivery order (if applicable)
For Personal shipment
• Valid ID/Passport/driving license
• AWB number and information about the shipments
The below documents are required to transport Human Remain
• Letter of embalming
• Death Certificate (should strictly and clearly indicate the cause of the death)
• Passport or any other identification of deceased
• Valid shipper’s ID
Note: The carriage of Corpse (HUM), where the cause of death is COVID-19, shall not be accepted to/via Ethiopia. For more information, use this link https://cargo.ethiopianairlines.com/customer-care/worldwide-offices to reach the Addis Ababa Hub Cargo Export Handling office.
The below documents are required to transport live animal:
• Full quarantine for the AVI to be transported.
• Health certificate as per IATA Import/Export regulations.
• Import/Export certificate as Per IATA Import/Export regulations if it is for commercial purpose.
• Import permit must be secured from the consignee particularly if the AVI is destined to BAH & DXB and other country as may be required.
• CITES certificate for endangered species as applicable. For more information, use this link https://cargo.ethiopianairlines.com/customer-care/contact-us to reach the Addis Ababa Hub Cargo Export Handling office.
The below documents are required to transport perishable consignments:
• Certificate of origin • Phyto certificate (if the shipment is flower)
• Packing list
• Commercial invoice
• Health certificate (for perishable food stuff) For more information, use this link https://cargo.ethiopianairlines.com/customer-care/contact-us to reach the Addis Ababa Hub Cargo Export Handling office.
The below documents are required to transport Dangerous goods:
• DG declaration
• Material Safety Data Sheet (MSDS) For more information, use this link https://cargo.ethiopianairlines.com/customer-care/contact-us to reach the Addis Ababa Hub Cargo Export Handling office.
You can calculate the warehouse charge using the below link https://cargo.ethiopianairlines.com/my-cargo/terminal-charges-calculator or you can reach Addis Ababa Hub Cargo Import Handling office using the
contacts on this link
https://cargo.ethiopianairlines.com/customer-care/worldwide-offices
Please contact Ethiopian Cargo Reservation and Global Call Center using the contact on this link
https://cargo.ethiopianairlines.com/customer-care/worldwide-offices
If you want to file a claim, you should contact ET office at origin or destination airport. You can find contact details at
https://cargo.ethiopianairlines.com/customer-care/worldwide-offices
A claim means a criticism with a demand for indemnification usually with the mishandling of baggage/shipment, i.e. loss, pilferage, damage.
• For damage and general cargo a) Copy of MAWB b) Copy of HAWB (if any) c) Copy of Notice of Claim, Intent to Claim or Pre-Claim (if Intent of Claim or Pre- Claim submitted by email; not applicable
if Notice of Claim is submitted online) d) The Letter of Subrogation for claims made by third party (where applicable) e) Copy of the commercial invoices of the shipment identifying the damaged goods
f) Packing list of the merchandise, identifying the damaged goods g) Additional documents - cargo damage report, deliver order and/or proof of damage (such as photographs, repair bill or repair estimate/salvage
bill, etc.) that you consider relevant for the analysis of your claim. • Claims for pilferage - loss/general cargo a) Copy of MAWB b) Copy of Notice of claim (if claim submitted by fax or email)
c) The letter of Subrogation (if applicable) d) Copy of the commercial invoices of the merchandise, identifying the merchandise damaged e) Packing List of the merchandise, identifying the merchandise
damaged f) Additional documents (cargo damage report, deliver order etc) and/or proof of damage like photographs, repair/salvage bill etc that you consider relevant for the analysis of your claim •
For damage/perishables a) Copy of MAWB b) Copy of Notice of claim (if claim submitted by fax or email) c) The letter of subrogation (if applicable) d) Copy of the commercial invoices of the merchandise,
identifying the merchandise damaged e) Packing List of the merchandise, identifying the merchandise damaged f) Other back up of the amount claimed g) Destruction certificate or back up of the final disposal
of the damaged boxes h) Additional documents (cargo damage report, deliver order etc) and/or proof of damage like photographs, repair/salvage bill etc that you consider relevant for the analysis of your
claim
Based on the Warsaw or Montreal Convention (whichever applies), it defines the responsibilities of the contracted party in the air transport of international freight, the limitations to claim from the moment
in which the merchandise arrives at its destination are: • Pilferage/Damage: 14 Calendar days • Delay: 21 Calendar days • Loss/Shortage: 120 Calendar days from the date of issue of the
air waybill • Claims presented beyond these time limits will not be accepted by Ethiopian Cargo.
The maximum amount to be offered shall be the amount claimed or SDR 17 per KG and payment shall be made in local currency.
SDR (Special Drawing Right) is a kind of international reserve currency created by IMF. It is considered as the third currency following after gold & the U.S. dollar. Exchange rate of SDR is shown in
IMF website. Applicable exchange rate for each claim is the rate at the date of compensation agreement.
You can contact your local Ethiopian office for follow up and you can find contact details at
https://cargo.ethiopianairlines.com/customer-care/worldwide-offices
You can contact your local Ethiopian office for follow up and you can find contact details at
https://cargo.ethiopianairlines.com/customer-care/worldwide-offices
You can contact our Cargo Mail & Courier desk where you can get the contact details at
https://cargo.ethiopianairlines.com/customer-care/worldwide-offices
You can contact your local Ethiopian office for follow up and you can find contact details at
https://cargo.ethiopianairlines.com/customer-care/worldwide-offices
1. What are the working hours to collect my shipment (applicable for shipment destined Addis Ababa)?
a) From Monday to Saturday: 06:00 - 21:00
b) On Sunday and during Holidays: 06:00 - 17:00
At Ethiopian Cargo and Logistics Service Office. You can locate it as seen at https://www.google.com/maps/place/Ethiopian+Cargo+%26+Logistics+Services/@8.9794675,38.7834551,15z/data=!4m5!3m4!1s0x0:0x541a32ad3b5ecd2!8m2!3d8.9794675!4d38.7834551 or you can call our Customer Service Desk at +251 115 178070 to know about where we are located.
Please contact our Customer Service Desk at +251 115 178070.
