Frequently Asked Questions

  1. Can I transport my cat from London to New Deli? / Why were only five pieces out of a ten piece consignment delivered to Kansas City? / Can I please have a P.O.D.?
  2. When I try to track why are no results displayed on the screen?
  3. Are there more airlines?
  4. Why is the data provided incomplete or wrong?
  5. Why do I get "Connection to carrier not available ..." when tracking a consignment?
  6. What other services are there?
  7. Why did I get a raw message in my email/on my browser rather than the text format reply?
  8. I have already registered so why do I continue to get messages asking me to register?
  9. Why does it say "Checksum Error" when I try to track my AWB?
  10. Can I track an AWB which has been transferred to another airline?
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  1. Can I transport my cat from London to New Deli? / Why were only five pieces out of a ten piece consignment were delivered to Kansas City? / Can I please have a P.O.D.?
    Unfortunately we can not help with your query, as we just display the information provided by the airline. Please contact your normal commercial representative.
  2. When I try tracking, why are no results are displayed on the screen?
    This could becaused by either:
    • Not using your browser in full screen mode. When your browser is in window mode then the tracking results may be obscured. To fix this go to full screen mode.
    • Using a screen resolution of 640x480. Using this resolution can cause tracking results to be obscured. To fix this change your screen resolution by going to My Computer, then selecting control panel and choosing display. Now select the settings tab and adjust your desktop area so it is larger than 640x480.
  3. Are there more airlines? We are continually adding new carriers who can provide reliable Track "Trace services. More carriers are available through our EDI messaging service 'Standard Messaging Service' which reaches many more airlines.
  4. Why is the data provided incomplete or wrong?
    Airlines are continually investing in better information systems. However there are always differences between the level of automation between airlines and across their networks.
  5. Why do I get "Connection to carrier not available ..." when tracking a consignment?
    This is not common but can occur when an airline's system is responding to an unusally high number of requests or when another process is taking all of the system capacity. You might use our e-mail tracking service, which waits longer for a reply before timing-out.
  6. What other services are there?
    We have 3 main internet services as well as others:
    • CargoConnect provides track and trace and is free to users. It can be accessed via a web page or via e-mail. When you register, you will be sent a user guide on how to use the e-mail facility.
    • The Standard Messaging Service provides a method for exchanging pre-formatted EDI messages (EDIFACT or Cargo-IMP) via Internet email or FTP. Users require a separate contract to use this and there is a small charge per message sent.
    • The Consignment Monitoring Service provides a personalised view of the freight status update messages (FSUs) sent by airlines. Additional functionality includes sorting and selection options to arrange the way data is displayed.
  7. Why did I get a raw message in my email/on my browser, rather than the text format reply?
    This message is sent when the Airline mis-formats the status answer message. Rather than send you nothing, we send the raw message to at least give you a clue! We also work with the airlines to minimise these.
  8. I have already registered so why do I continue to get messages asking me to register?
    This could be because your browser is not configured to support cookies. This is problem is described on another help page.
  9. Why does it say "Checksum Error" when I try to track my AWB?
    Please re-check your AWB number and ensure that you are not looking at the house air waybill number rather than the master. The air waybill serial number is a Cargo-Imp data element and in the manual is described as a serial number allocated by an airline to identify a particular air cargo shipment and associated air waybill. It also quotes that the last digit of the number is an unweighted modulus 7 check digit as specified in SCS, Resolution 600a. This internal check is to ensure that airlines are not sent invalid numbers.
  10. Can I track an AWB which has been transferred to another airline?
    You can use CargoConnect to check these AWB numbers by selecting the original airline in the carrier list and then overtyping the prefix.