Frequently Asked Questions

What is the difference between unaccompanied baggage and excess baggage?

Excess baggage is a charge placed by individual airlines on passengers who exceed their allowable limit.
Unaccompanied baggage is an alternative method of sending excess luggage to your destination. It is an independent service and offers you a cheaper rate on a space available basis.

For more information see Unaccompanied Baggage Explained.

Can you put my unaccompanied baggage on my flight?

Unfortunately no. For security purposes and because of the nature of the service we are unable to put your goods on your flight.

Can you have our baggage at the destination by a certain date?

Airline regulations do not allow us to make guarantees of arrival times as the service is on a space available basis. We can guarantee however, that after the mandatory security holding period, we will put your goods on the next available flight(s) to your destination, unless otherwise instructed by you.

How long will it take for my goods to reach their destination?

Most consignments take an average of 7-10 days, however this time frame is a guide only and is dependent on several factors such as:

What charges are involved?

a per kilogram rate plus documentation and airline related fees.
At destination, you will be required to pay the Customs Department a fee for clearing your goods.
This is normally based on the amount of US$80 in the local currency.
Storage fees will be charged after certain free periods depending on the country you are sending your goods to.
It is important to remember that all countries have different rules and regulations.

How will I know when my goods have arrived?

The airline or their agent will notify you by phone after your goods have arrived. We will also advise you of the contact details of the carrier concerned where possible.

Can Exportair-Bali pack for me or do I have to do my own?

Exportair-Bali does not provide a packing service, however we can refer you to reputable colleagues who can assist.

We also offer industry approved packing cartons for sale.

Does the cost include insurance?

A mandatory airline insurance cover applies to all consignments. Your goods are covered for US$20 per kilogram against loss or negligence, irrespective of the value of the goods (See the insurance section for further details).

What should we do if the cargo arrives damaged?

You must check the conditions of your goods before you sign for them. Occasionally goods may arrive with damage to the goods. If this happens you must not sign for the goods. You must insist on having a survey done by the airline or responsible agent. It is the airline/agents duty to trace your shipment. You must also quote the airway bill number at all times. If a claim is necessary, it is important you kee0 a copy of all correspondence. If you must lodge a claim against the airline, this should be done without delay, and it should be done at the destination.

How do we pay?

We accept cash, bank transfers, credit cards (Visa and MasterCard) and Eftpos.

Do we have to use Exportair-Bali cartons or can we use our own?

No you do not have to use our cartons. However, if you do use your own please ensure that they are constructed of strong, durable material.