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FAQ
A fuel surcharge is a way of adjusting the amount paid to move shipments (parcels) by taking into account significant variation in fuel prices, compared to historical levels. Don’t worry, it’s nothing out of the ordinary and most carriers and shippers participate in a fuel surcharge program of some kind.
Cutting to the chase, if you know the dimensions of your parcel then just put them in the very short quote form and that will give you a list of services that can handle your large package. The parcels booked via our Courier Quotes System have to have their volumetric weight calculated. This establishes a value that all courier companies use to determine the ‘bulkiness’ of a parcel and hence set prices. A very small item that weighs 25kg may not cost the same to ship as a 5kg parcel. Until you add your requirements into our Courier Quotes Form we cannot give you an idea if your parcel is too heavy to go through our parcel courier service or it may travel in a different mode other than Air Cargo. As you can understand, we can only give indicative weight limits. If you’re looking to send parcels that are 1kg, 2kg, 3kg, even 5kg and 10kg you should be fine. Even parcels that are 12kg, 15kg and heavy items such as boxes of books at 20kg should, generally, be no problem. Individual items approaching 25kg and over 30kg would need special handling. Simply complete the courier quotes form with the dimensions and we’ll be able to give you the cheapest prices and a list of suitable services.
How do I Track my parcel?
I’m expecting a delivery, how can I track its status?
You can track your parcel on our website. You’ll need your parcel number. It’s really easy! Just enter your details here: Track(AE Tracking System) and off you go.
Why is there no tracking against my parcel?
This could be down to a few things…
If you have just ordered your goods it may take a short time for the parcel information to be updated on our systems. If you have had your parcel number for more than a day and there is no tracking information, please contact the sender to verify the number is correct and that the parcel has been booked with Airfield Express.
There has been no tracking update for several days, what should I do?
If there has been no update for a couple of days and it has gone beyond the expected delivery date, please use the webchat facility and an advisor will be able to help you.
Will I be notified of any planned delays to routes?
We will notify you by email if we are aware of any bad weather or road closures that will affect your collections or deliveries. Please speak to your account manager however if you have any individual queries.
What is a parcel ID or AWB number?
It’s a unique code that allows us to track your parcel. It’s usually between 8 and 20 digits long. Here are some examples: P123456789000 S123456789000 V123456789000, I123456789000,
You may have been provided a Unique Parcel No / AWB No / Docket No. This will help you to track your Parcel on our Website Tracking or you can contact our Customer Support Team for update by quoting this AWB No.
If we missed you and left a card there will be an 8-digit Reference number printed on card for any query you may have, while contacting your Account Manager or the Customer Care Executive for assistance.
If you don’t have a parcel number please speaks to the sender of the parcel to provide you to the number printed on the AWB No above the Barcode.
Can I change my delivery time?
Unfortunately, you are unable to change the delivery time window online. Please contact our customer service team who will be happy to assist you.
Why was my delivery time missed?
We’re sorry if this has caused you any inconvenience.
Our estimated two-hour delivery window is generated by the route the driver will take to deliver all parcels for that day. Sometimes the driver may experience traffic, road closures or deliveries may take longer than usual.
If we know that we’re not going to make it we’ll let you know and give you a new two hour delivery window.
Why can’t you give me a delivery time?
Well it depends on the service purchased…
The types of sms/email notifications that you receive depends on what service has been purchased by the sender while booking the parcel at the Origin City. Some of our services offer a two-hour delivery window. If you do have a two-hour window you will be notified by text and/or email on the delivery day. If not then unfortunately you cannot currently upgrade your delivery but don’t worry, it will still reach you by 9pm on or before your expected delivery date.
The tracking is telling me something different than what has actually happened with my parcel. What should I do?
This could be down to a few things…
It may be that the latest scan about your parcel’s delivery has not made it to our system yet. It can take a few minutes. If you are concerned however, please speak to one of our advisors using the webchat facility.
The driver tried to deliver before the time slot I was given, why?
We’re sorry if this caused you any inconvenience.
Sometimes the driver may get ahead of schedule and will get to you before the delivery window.
It is the responsibility of the sender to ensure your parcel is packed in proper shipping packaging to arrive in good condition. Please contact the Sender to raise the issue.
There is size restriction for Parcels / Shipments depending on the mode of transportation. Airlines do not allow larger sized shipments on board due to security and safety reasons. You don’t have to worry as we provide customized services for every possible volume of shipments. You just need to contact us through our Website Inquiry Page or Call our Customer Support Team on the Toll Free No. They will help you to identify the best, fastest and economical mode for your large shipments.
What service is right for me?
We have a range of services available to meet all of our clients’ needs.
If you are a business, you can visit the Your Business page, where you can find out information on Airfield services. If you only want to send a few parcels then Time Direct could be the right choice for you.
I’m interested in using Airfield Express’s services, who should I speak to?
Great!
You can visit the Your Business page, there you can find out what the right service is for you as well as details of our service propositions. Then, complete the account opening form and we will get in touch with you.
If you only want to send a few parcels then Time Direct could be the right service for you.
How do I become a Airfield Express Client?
You can visit the Your Business page, there you can find out what the right service is for you as well as details of our service propositions as well as benefit from our excellent international parcels prices. Then you can complete the contact form and we will get in touch with you.
If you only want to send a few parcels then Time Direct could be the right service for you.
Yes, we have a list of prohibited items identified by the Industry and Government of India, ministry of Aviation, Surface and Shipping transportation. The list is available on our website for you to identify you material if or not it falls under the restricted category. If you want to send an item that is on the prohibited items list, please get in touch so we can help you further. We also have packaging guidelines for many items that go through our network, so please check them out too.
All shipments have a special parameters for transit packaging to reach safely without damage up to the delivery location. You can find some advice on how to package your parcel. In case of any special needs you may contact our Customer Support Team for guidance to ensure proper and strong packaging.