FAQ.

General questions about myAirCargo

What is myAirCargo?

myAirCargo is an international transport service for heavy and oversized items, available in 25 European countries and the USA. myAirCargo is exclusively offered to private customers and may not be booked for commercial shipments.

What different modes of transport are available and in what ways do they differ?

You can choose between myAirCargo’s premium door-to-door service and our economy airport-to-airport service. In addition, we offer a dedicated solution for shipping motorbikes.

Door-to-door:
This service includes pick-up from the sender’s address and delivery all the way to the recipient’s doorstep. We take care of all customs formalities and offer you a comprehensive service as well as complete price transparency.

Airport-to-airport:

This service includes transport from one airport to another. You are responsible for pick-up from and delivery to the airport as well as customs clearance.

Motorbike transport:
The myAirCargo motorbike service includes pick-up from your home or your trusted motorbike dealer in Germany, Austria or Switzerland and transport to an airport in the USA. We handle all customs formalities for you. If you plan to ship your motorbike from the USA, you drop it off at an American airport and we transport it to an address of your choice in Germany, Austria or Switzerland.

Which countries does myAirCargo serve?

The myAirCargo door-to-door service is available in 25 European countries and the USA.

The myAirCargo airport-to-airport service is available at these airports:

  • Germany: Frankfurt (FRA), Munich (MUC), Stuttgart (STR), Berlin Tegel (TXL)
  • USA: Atlanta (ATL), Chicago (ORD), Dallas/Fort Worth (DFW), Los Angeles (LAX), New York (JFK)

Motorbike transports are available between Europe (Germany, Austria, Switzerland) and the USA. In Europe, your bike is picked up from or delivered to an address of your choice. In the USA, you can pick up or drop off your bike at Los Angeles International Airport (LAX), Chicago International Airport (ORD) or Orlando International Airport (MCO, pick-up only).

Questions about the booking process

How can I book?

You can book online at myaircargo.com. We will guide you through the booking process step by step and show you how to create a shipping order for your route and the extra services you require.

What types of payment does myAirCargo accept?

We accept major credit cards (Visa, MasterCard, American Express). In addition, you can redeem your Miles & More award miles.

Can I also book offline?

No, we only accept online bookings through our website.

What information is required when booking?

During the booking process, you need to provide the following information:

  • City and country of origin and destination
  • Number of pieces to be shipped, their dimensions and their approximate weight
  • Shipping date
  • Shipment contents and value
  • Name, address, phone number and e-mail address of the sender and the recipient
  • Credit card details
  • If possible: Pictures of your shipment and an invoice for the item(s) you are sending

For motorbike transports we need more detailed information. Our motorbike experts will explain the requirements to you during a personal telephone consultation.

Questions about shipment contents and packaging

Are there any restrictions on the objects I can send?

Any objects that are illegal either in the country of origin or destination or any country of the European Union and any items that could endanger our employees and planes are not permitted. Live animals, perishable goods, liquids, medicinal products and dangerous goods are also excluded from transport.

The dangerous goods category contains the following:
Flammable, explosive, toxic, radioactive and corrosive liquids, substances and gases. These include, for example, computers, CRT televisions, perfumes, nail polish, dry ice, batteries and articles that contain aerosols (e.g. spray cans), which can all be classified as dangerous goods. To ensure that you are not shipping dangerous goods, please state the exact nature of goods you are sending when making a booking.

All countries impose import restrictions on certain types of goods. As the sender you are responsible for your shipment. You are obliged to inform yourself about and adhere to all export and import regulations. Please visit the website of the relevant customs authority to find out what import regulations are in place in the destination country of your shipment.

What dimensions and weights are permitted?

The maximum dimensions for each item being shipped are 300cm x 170cm x 120cm (118in x 66in x 47in). Each item’s weight must not exceed 270kg (595lbs).

Higher limits apply to motorbikes, we can transport almost all models.

Is the value of my shipment limited to a certain amount?

The value of your shipment should not exceed €1,000 per kilogram of weight. Objects that are more valuable require enhanced security measures, which myAirCargo cannot provide.

For airport-to-airport shipments from Europe the value of your shipment must be €2999 or lower; for airport-to-airport shipments from the USA a maximum value of $2499 applies. Shipments of a higher value are subject to extremely complex export clearance procedures, which generally cannot be completed by private individuals without assistance.

What precautions do I need to take when shipping artwork?

While we handle each and every shipment with utmost care, myAirCargo is not a specialized art forwarder. We cannot accept shipments that require special handling (e.g. upright loading), humidity control or that are highly fragile. We only accept artwork by contemporary artists that could in theory be replaced by a similar piece and which does not exceed a value of 1000 EUR per kilogram.

To transport artwork, we strongly suggest professional packaging. For customers in Europe, we recommend casebuilder.com for made-to-order flight cases. Please click here for additional information on packing artwork.

Must I pack my shipment? If so, what are the requirements and how do I obtain suitable packing material?

You must ensure that your shipment has been properly packed and protected in order to avoid damages.

We have prepared instructions on how to pack items that myAirCargo customers frequently ship:

Relocation goods Furniture & bulky items Fragile items Carpets Artwork

Here are a few general tips:

  • Use stable cardboard boxes that are a little larger than the objects you are shipping in order to allow room for padding material. Do not over-pack boxes.
  • Only use new high-quality boxes with twin or triple cushioned walls.
  • Wrap all objects individually in padding material (such as newspaper or bubble wrap).
  • Fill up any empty space inside the box with padding material (e.g. crumpled-up newspaper, polystyrene chips) so that your objects cannot move during transport.
  • Use high-quality adhesive tape that is at least 5 cm (2.5in) wide. Seal up the box evenly at the top and the bottom with adhesive tape so that the flaps and edges are covered.
  • Securely fasten the myAirCargo shipping label (provided with your booking confirmation) to each box.

You can obtain packaging material from DIY stores. They usually offer a wide range of bubble wrap, upholstery material, cardboard packaging, packing paper and foam, padding materials, filling materials (“polystyrene chips”), shipping material, packaging tape, disposable pallets, cardboard boxes and many other items.

I am afraid my shipment may be damaged. Is my shipment insured during transport?

As a reliable shipping partner with the highest quality standards, Lufthansa Cargo always handles your belongings with the utmost care. Should damages occur, we are liable (in accordance with the applicable regulations) at most with 19 special drawing rights (approximately €23 / $26 depending on the current exchange rate) for each kilogram affected in your shipment. As a result, the maximum amount reimbursed depends on the weight − not the value − of your shipment. We recommend additional insurance for customers who wish to send especially valuable cargo. The insurance can be selected during the booking process.

How do I get the best possible protection for my cargo?

During the booking process, you have the option to take out additional insurance on your shipment. You can review the insurance policy here.

Questions about prices

How much does the shipment of objects of unusual size cost?
Transport costs depend on the origin and destination, the service chosen, dimensions, weight and the additional services you select. As such, we cannot provide general information about the price. You can calculate the price for your shipment in real-time by starting a booking.
Are there any additional fees I should know about?

As part of the online booking process we will transparently list all cost items. Additional fees are only incurred in the following circumstances:

For door-to-door shipments additional fees apply

  • If the dimensions or weight of your shipment are higher than indicated in your booking.
  • if duties or import taxes are higher than estimated. During your booking, we calculate a rough estimate of the applicable duties. The difference between the estimate and the actual duties incurred will be credited or charged to your credit card.
  • for additional pick-up and delivery attempts. We agree on a pick-up and delivery date with the sender and the recipient respectively. If these appointments are missed by the sender or the recipient, additional pick-up and delivery attempts incur a fee.
  • for storage periods exceeding seven days (either at the recipient’s request or because we could not reach the recipient).

For airport-to-airport shipments additional fees apply

  • If the dimensions or weight of your shipment are higher than indicated in your booking.
  • If the shipment is not collected from the destination airport within 48 hours.
  • Please note: The recipient must pay all applicable duties and import taxes directly to the customs authority.

Questions about the door-to-door service

What are the features of the door-to-door service?

The myAirCargo door-to-door service includes pick-up of your shipment from the sender’s doorstep, delivery all the way to the recipient’s doorstep and handling of all customs formalities.

In some countries, it is even possible to book a pick-up from or delivery to a room of choice inside your home.

How long does it take from the time of booking until my shipment is collected and delivered?

Pick-up is possible from the second weekday (Monday to Friday) after booking.

During your booking, we will inform you about the estimated transit time. Transports within Europe can take as little as a few days, intercontinental transports between two remote areas can take as long as 19 days.

Collection and delivery are possible Mondays to Fridays from 9 am to 5 pm. When the shipment is ready for delivery, we will contact you in order to arrange an appointment with you.

Can I cancel or change my booking?

Cancellations are possible for a fee of 30% of the price of transport.

If you wish to make changes to your booking, please call (00800 55 44 22 44 from Europe, 1844 805 3844 from the USA) or send an e-mail (myAirCargo@dlh.de) to our service center immediately. Our staff will evaluate whether the change is possible and will inform you about any extra fees.

Do I have to declare my shipment and pay customs duty?

Shipments within the European Union do not need to be declared to customs.

If you ship to or from the USA, Norway and Switzerland, we will declare your shipment on your behalf. To facilitate customs clearance, please give exact details on the contents and value of your shipment when you book. If possible, please also upload an invoice for the shipment contents. If we require further information or documentation for customs clearance, we will get in touch with you.

During the booking process, we will calculate an estimate of the applicable duties. However, this is only an indication. Any discrepancy between the estimate and the actual duties incurred will be refunded or charged to your credit card after the shipment has been cleared by the customs authority.

What happens if no-one is home at the time of delivery?

In Europe, we agree on a delivery date with the recipient. If the recipient is not available at the time of delivery, a second appointment is scheduled free of charge. Any further delivery attempts incur a fee.

In the USA, we agree on a precise delivery date and time with the recipient. If the recipient is not available at the time of delivery, each additional delivery attempt incurs a fee.

Can my items be stored in your warehouse until I return from my holiday?
We know that travellers are not at home when they send items from overseas. That is why you can defer delivery up to seven days free of charge. Storage beyond seven days is possible for a fee.
Can I send goods for which I no longer have an invoice?

For shipments within the European Union, an invoice is not required.

On all other routes, an invoice must be provided for new items. For used goods, please provide a realistic estimate of your items’ current value. Please make sure to indicate a realistic value – if you declare a value that is too low, the customs authorities will appraise your items and could impose a fine.

What happens if the recipient refuses to accept the goods?

If the recipient refuses acceptance or if the recipient cannot be reached within a week, we will store your shipment and inform you. You then have three options:

  • You may pick up the shipment from our storage facility.
  • You may book a myAirCargo transport to have the shipment returned to you.
  • You may commission the disposal of your shipment.

If we cannot reach you for sixty days, your shipment will be disposed of.

Please note that storage beyond seven days and shipment disposal incur fees.

Questions about the airport-to-airport service

What are the features of the airport-to-airport service?

The economy myAirCargo airport-to-airport service includes transport from one airport to another, not to your door. You assume full responsibility for completing all customs formalities and for dropping off and collecting the cargo.

Is there a limit to the value of my shipment?
For airport-to-airport shipments from Europe the value of your shipment must be €2999 or lower; for airport-to-airport shipments from the USA a maximum value of $2499 applies. Shipments of a higher value are subject to extremely complex export clearance procedures, which generally cannot be completed by private individuals without assistance.
How long will it take to transport my shipment?

Our standard transit time for the airport-to-airport service is 2–7 days.

Where do I have to drop off/pick up my shipment, and what do I need for this purpose?

When you book our airport-to-airport service, you must hand over your shipment to Lufthansa Cargo at the airport of origin. The recipient collects the shipment at Lufthansa Cargo at the destination airport. You will find Lufthansa Cargo in the freight areas of each airport. We will provide the exact addresses in your order confirmation.

Both the sender and the recipient must present a valid, government-issued photo ID (e.g., a passport, an identification card or – for US citizens in the USA – a driver’s license). All other required documents will be sent to you by e-mail.

When do I need to drop off/pick up my shipment?

You can select a shipping date when you make your booking. On that day, you may drop off your shipment during the opening hours of your local Lufthansa Cargo station. Do not drop off your shipment before you receive a final booking confirmation!

Once your shipment arrives at the destination airport, we will notify the recipient. The shipment should be picked up within 48 hours. Beyond that period, storage fees apply.

Who can pick up/drop off my shipment at the airport?

Only the person indicated as sender in your booking may drop off your shipment at the origin airport, and only the person indicated as recipient may collect the shipment at the destination airport.

How does the recipient find out that my shipment has arrived?

We will inform the recipient when your shipment has arrived at the destination airport. Please note that storage fees apply if the recipient does not collect the shipment within 48 hours after the notification.

Do I have to declare my shipment if it is a delivery from airport to airport? What customs documents do I need?

Every shipment must be declared. Whether you need to pay duties or not will depend on your customs declaration and the decision of the customs authority. You will be advised in advance by our service center of the opening hours and expected processing times of the customs office. You will also receive directions to the customs office at that time. However, please note that for airport-to-airport shipments you are personally responsible for customs clearance.

Please consult the internet (www.zoll.de for Germany, www.cbp.gov for the USA) for information about customs clearance also forward this information to the recipient.

Please bear in mind that drop-off at/collection from the Lufthansa Cargo station is only possible after customs clearance.

A few frequently required documents are:

  • Invoice or proof of purchase when shipping new items
  • Pro forma invoice when shipping used items
  • Packing list
  • Air waybill

You will receive your air waybill and a blank packing list and pro forma invoice (for you to fill out) with your booking confirmation.

The recipient of the shipment is responsible for paying all customs duties and import taxes as well as any governmental import clearance charges. Please note that you as the sender are ultimately responsible for all charges in the event that the recipient refuses to pay.

Do I have to pay customs duties or fees for my shipment?

The destination country will levy duties or taxes for almost all international shipments. However, in many countries duty-free allowances or exemptions apply for the import of used personal objects or presents up to a certain value. Please find out about the import regulations of the destination country before you dispatch your goods. If customs duty is payable for your goods, the recipient must pay these charges to the customs authority before collecting the shipment from the Lufthansa Cargo station.

If the recipient refuses acceptance of the shipment or the payment of the charges, the charges must be paid by you.

Can I cancel or change my booking?

Cancellations are possible for a fee of 30% of the price of transport.

If you wish to make changes to your booking, please call (00800 55 44 22 44 from Europe, 1844 805 3844 from the USA) or send an e-mail (myAirCargo@dlh.de) to our service center immediately. Our staff will evaluate whether the change is possible and will inform you about any extra fees.

Questions about motorbike transports

What are the features of the myAirCargo motorbike transport and where can I find more information?

We have a dedicated information page on motorbike transports where you can find detailed information. You can also request a free telephone consultation with one of our motorbike experts by starting a motorbike booking.

Miscellaneous questions

I need the invoice or other documents for a previous myAirCargo delivery. What can I do?

Please call (00800 55 44 22 44 from Europe, 1844 805 3844 from the USA) or send an e-mail (myAirCargo@dlh.de) to our service center. Make sure to state your order number.

How can I make claims if my shipment does not arrive or arrives damaged?

If your shipment has not arrived, please contact our service center as soon as possible with an exact description of the items and the shipment. Items that are not properly labelled are stored in our warehouses.

In the unlikely case of damages, please also call (00800 55 44 22 44 from Europe, 1844 805 3844 from the USA) or send an e-mail (myAirCargo@dlh.de) to our service center.

I have forgotten my order number. Where can I find it?

The order number is part of the subject line of every e-mail we send you.

I do not know the email address of the sender and/or the recipient. Is that a problem?

To ensure efficient communication across time zones, we require both the sender’s and the recipient’s e-mail addresses.

Who can answer further questions?

Our service center is at your disposal and is happy to answer any further questions. Please contact us by e-mail (myAirCargo@dlh.de) or by telephone (00800 55 44 22 44; from Europe, 1844 805 3844 from the USA).