Air Freight Shipment Delayed — What Do You Do Now?

Your shipment is stuck somewhere in the chain, and you don’t know exactly what’s going on. The question of what to do when an air freight shipment is delayed has no one-size-fits-all answer — but the first step is always the same: determine exactly where the delay is occurring. Only then should you start making calls. That’s when you can take targeted action.

A delayed air freight shipment: what should you do?

With a delayed air freight shipment, first identify the cause — operational, documentation-related, or customs — and only then take targeted action, preferably through your freight forwarder.

A delay almost always starts with a notification that raises more questions than answers. The flight was missed, the shipment wasn’t booked, or customs is holding the goods — but why, and for how long?

Distinguish between an operational delay at the airline, a documentation issue, or a customs matter. Each cause requires a different approach. A good freight forwarder helps you make that assessment immediately — not after waiting an hour on the phone, but right away.

The most common causes of delayed air freight shipments

Delayed air freight shipments are caused by a mix of operational issues at the airline, missing or incorrect freight documents, capacity shortages, and customs issues in the country of origin or destination.

Delays in air freight — also known as cargo delay or freight delay — rarely result from a single factor. Usually, there’s a combination of operational, administrative, and external circumstances.

Operational causes at the airline

Airlines adjust flights due to technical faults, weather conditions, or operational reshuffling of aircraft. Air freight priority is lower than passenger flights. Your shipment can be bumped to a later flight without immediate notification.

Capacity issues are also common. Think of an aircraft deployed with lower payload capacity, or space already taken by priority cargo. During peak seasons — like the flower trade around Valentine’s Day or Mother’s Day from Schiphol — capacity pressure rises sharply, and regular shipments can be shifted without warning.

Customs and documentation issues

Missing or incorrect documents are among the most avoidable causes of delays. An incorrect HS code on the invoice, a name that doesn’t match the Air Waybill (AWB), or a missing export license can hold a shipment up for days.

Customs inspections occur both at the shipping and destination countries. In some countries, physical inspections are standard for certain product categories — pharmaceutical shipments to the U.S. are a well-known example. The more complete and accurate your freight documentation, the less likely you are to face a delay-causing inspection.

Capacity and embargo issues

Besides lack of space on a flight, embargoes can also cause problems. Airlines sometimes impose temporary embargoes on certain destinations or types of goods — during geopolitical tensions, after emergencies, or for hazardous materials with special requirements.

An independent freight forwarder with broad networks can reroute shipments via alternative routes or carriers in such cases. This is something direct bookings with an airline do not offer you.

First steps with a delayed air freight shipment

If your air freight shipment is delayed: immediately check the AWB tracking number, contact your freight forwarder, and verify that your freight documents are complete and accurate.

Get an up-to-date picture of the situation before making decisions. Three steps help you do this quickly.

Check the AWB status and tracking

Every air freight shipment has an Air Waybill number. With that number, you can check the current status on the website of the involved airline. If the shipment shows as “departed” while you know the flight hasn’t taken off, there’s likely a data entry error or a rerouted flight.

Real-time visibility through your freight forwarder generally provides a more complete picture than the airline’s public tracking page. A forwarder has direct system access and spots discrepancies faster — often before you even notice them.

Contact your freight forwarder

Your freight forwarder is your first point of contact once you notice a delay. They have relationships with the airline, understand internal status codes, and can immediately inquire with the cargo department. This saves you time and prevents waiting on hold at a call center that isn’t familiar with your case.

Ask explicitly about the expected duration of the delay, the cause, and available alternatives. A proactive forwarder will already have those options mapped out before you call.

Check your documents for completeness

If the delay is related to documentation, speed is crucial. Verify that the commercial invoice, packing list, AWB, and any certificates are correctly filled out. Pay special attention to the HS code, product description, and value declaration.

A corrected document can often be submitted the same day, allowing customs to release the shipment. Your forwarder will guide you through the proper procedures per country.

What does a good freight forwarder do for you during a delay?

A good forwarder proactively detects air freight disruptions, quickly looks for alternative flights or routes, and guides you through customs procedures — all without you having to ask repeatedly.

A freight forwarder is more than just a booking party. Their real value during a delay is visible in the actions they take without prompting.

Proactive detection and alternative routing

A good forwarder actively monitors your shipment status and notifies you of delays ideally before you notice them. If a flight risks cancellation or is full, they immediately seek alternatives — via another carrier, a different transfer point, or a combined air-and-road route. A shipment that would otherwise be stranded in Frankfurt can still be routed the same day via Amsterdam.

This requires broad network knowledge and independence from specific airlines. An independent forwarder isn’t tied to any carrier and objectively chooses the best option for your shipment.

Customs support and AEO benefits

If the delay is caused by customs, AEO certification can make a noticeable difference. AEO stands for Authorized Economic Operator — a European certification showing that a company operates reliably and compliantly in international trade. Customs authorities treat AEO-certified forwarders as trusted parties, leading to faster processing and fewer physical checks.

Aircargo.nl is AEO certified. Customs procedures through us run smoother than with non-certified providers — even in complicated cases.

24/7 availability for time-critical shipments

Delays don’t respect office hours. A time-critical shipment stuck overnight at a transfer airport requires immediate action — not just the next morning. Aircargo.nl is reachable 24/7, including for urgent shipments and situations needing immediate intervention.

Personal contact makes the difference. You speak directly with someone who knows your file and can act immediately, not a generic help desk.

Special cases: AOG, temperature-sensitive and time-critical cargo

AOG shipments, perishables, and other time-critical air freight require special procedures when delayed: higher priority, alternative cold chain monitoring, and direct coordination with handlers at the airport.

Some shipments cannot tolerate any extra delay. AOG shipments (Aircraft on Ground), perishables, and other time-critical cargo have separate procedures.

In an AOG situation, every hour an aircraft is grounded is costly. AOG shipments receive highest priority and are handled through dedicated procedures outside normal booking channels. Aircargo.nl has extensive experience with these shipments and quickly liaises with airlines and handlers at Schiphol.

Temperature-sensitive cargo — such as pharmaceuticals, cut flowers, or fresh produce — requires an unbroken cold chain. In case of delay, an immediate assessment is necessary to determine whether the goods can be safely stored, repackaged, or rerouted. Aircargo.nl has roots in flower export and the expertise and facilities to properly handle such cargo, even under unexpected delays.

Damage from delay: rights, claims, and compensation

If damage from a delayed air freight shipment can be demonstrated, you can file a claim under the Montreal Convention — provided you do so in writing with the airline within 21 days of receipt.

Delays can cause financial loss. It’s important to know when you’re entitled to compensation and how to file that claim.

When can you file a claim?

The Montreal Convention (1999) governs airline liability for air freight delay. A claim is possible if the delay caused demonstrable damage and was not due to force majeure or the shipper’s own fault.

Important: a claim must be submitted in writing to the airline within 21 days of receiving the goods, referencing the AWB number. After this period, the right to compensation typically expires.

How is damage calculated?

The Montreal Convention sets a maximum liability limit of 22 Special Drawing Rights (SDR) per kilogram (a unit defined by the IMF). In practice, this rarely covers the full commercial loss — especially for high-value goods like electronics or pharmaceuticals.

Always take out air freight insurance. An all-risk policy covers not only damage but also delay and loss, providing a more realistic safety net than the carrier’s limited legal liability.

Preventing delays: practical measures in advance

The most effective way to prevent an air freight shipment from being delayed is to pre-check documents, deliver on time to the airport, and work with an AEO-certified forwarder with direct capacity relationships.

The best approach to managing delays is to prevent them from happening. A few concrete measures significantly reduce the risk.

Make sure all freight documents are correct and complete before delivering your shipment. Verify the HS code, invoice amounts, recipient details, and any required certificates. Deliver goods on time to the airport — late delivery for air freight almost always means a missed flight, and during peak times there’s no guarantee of space on the next available flight.

Choose a forwarder with direct relationships to airlines at Schiphol and AEO certification. This not only shortens customs processing times but also strengthens your position during capacity shortages. For time-critical shipments, always build in a time buffer — an extra day can make the difference between on-time delivery and costly cargo delay.

Aircargo.nl — your point of contact for delays at Schiphol

Aircargo.nl is an independent air freight forwarder based in Aalsmeer, right next to Schiphol, operating since 2006. We handle export, import, cross-trades, AOG shipments, customs clearance, storage, and road transport to over 120 worldwide destinations.

As an AEO-certified forwarder, we have direct lines to airlines and customs authorities. Our 24/7 availability means you can reach someone familiar with your file even outside office hours. We work independently of airlines and agents — your interests come first, not those of a fixed partner.

If you wonder what to do when an air freight shipment is delayed or want to know how we proactively help prevent freight delays, please contact our team. We’ll give you an honest overview of your options.

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Frequently Asked Questions

What should I do if my air freight shipment is delayed?

First, check the AWB status via the tracking page of the relevant airline. Then immediately contact your freight forwarder — they have access to more detailed status information and can quickly map out alternative options. The faster you act, the better the chance of a workable solution.

How long can an air freight shipment be delayed at most?

There is no legally set maximum. The Montreal Convention does stipulate that a claim for damage due to delay must be filed in writing within 21 days of receiving the goods. The airline’s liability is capped at fixed limits per kilogram.

Can I get compensation if my air freight shipment arrives late?

Yes, under conditions. The Montreal Convention provides a basis for a claim if the delay caused demonstrable damage and was not due to force majeure. Compensation is capped at 22 SDR per kilogram, which rarely covers the full loss in practice. Air freight insurance offers additional coverage.

Why is an air freight shipment delayed?

The most common causes are missing or incorrect freight documents (AWB, HS code, invoice), customs inspections at origin or destination, capacity issues at the airline, flight changes due to technical faults or weather, and temporary embargoes on certain routes or goods.

What is the role of the freight forwarder during a delayed shipment?

A forwarder acts as an active intermediary between you, the airline, and customs. They proactively detect delays, find alternative flights or routes, and guide any documentation corrections. A good forwarder keeps you continuously informed and takes action without repeated prompting.

How can I prevent a delay in my air freight shipment?

Ensure all freight documents are fully and correctly completed before delivery, paying special attention to the HS code and invoice amounts. Deliver goods on time to the airport and build in a time buffer for time-critical shipments. Choose an AEO-certified forwarder with direct Schiphol connections — this speeds customs clearance and increases your chances of capacity during busy periods.