We have designed this space to resolve any doubts and concerns that may arise during the course of the operation, in a clear and efficient manner, focused on providing quality service.
The cargo airlines we handle are: Air Canada, Air Europa, Lufthansa, Delta cargo, ABSA, TAM, KLM in Cartagena, Copa Airlines, Latam Airlines, Plus ultra, UPS, Air Canada, Interjet and Masair.
No, freight is quoted through a freight forwarder in the country of origin of the goods. Aerosan does not act as freight forwarder.
You must go to our home page and select the Contact box. Then, choose the option Contact our customers. There you will find all the information of the airlines to quote your shipment.
Aerosan’s operations are 24 hours a day, 365 days a year. However, below you will find the established schedules for each area. Also, keep in mind that we have additional services so that your operation is not affected by them. For more information, go to the main page and select the option Our Additional Services.
SCHEDULES
MONDAY TO FRIDAY
SATURDAYS
REMARKS
Import operation
24 hours
Direct Downloads
7:00 am – 5:15pm
8:00am – 12:00pm
Additional charged hours
Import window
7:00 am – 5:30 pm
8:00 am – 12:00pm
Box
8:00 am – 1:00pm / 2:00pm – 5:00 pm
Winery
Cargo pick up in warehouse
Customer Service
7:00 am – 6:30 pm
Contact center
8:00 am – 5:30 pm
7:00 am – 11:00am
Export operation
Transfers
To file a complaint, you must go to the Contact box and select the Complaints option. There you will find the steps to follow in order for us to attend your complaint.
To file a claim, you must go to the Contact box and select the Claims option. Fill out the form and be as specific as possible, attach photos of the cargo or evidence of the claim so that we can process your request and attend to it as soon as possible.
You can check the release costs on the home page by selecting the Online Services checkbox. Choose the country and finally, select the check box for the waybill. Enter the waybill number in the box and click on consult.
http://wms.transaereo.com:7778/pls/externos/REPORTE_GUIA_MASTERACT
It is possible that the customer is not registered in our billing system, therefore, you must send the request to create the contact by attaching the Chamber of Commerce not older than 30 days, Rut and identity card of the legal representative.
Please, send your request to the following email Caja.aeropuerto@aerosan.com
Payments can be made by means of: PSE, transfers, direct consignment to Itaú bank and cash.
Remember that payments made by transfer are reflected in our system after 6 hours.
Payments by consignment to our savings account #01200487-9 and PSE are reflected in 10 minutes.
In the main menu, select the Colombia option, then go to Online Services and click on PSE Payments.
Enter the Registration option and fill in the requested data. If at the end of the registration you need to be activated immediately, you can send an email to supervisor.caja@aerosan.com with the NIT number and the word ACTIVATE, to be activated quickly, otherwise it will be activated within 12 hours after registration.
When you are already on the platform, select the option Request invoice and then choose the invoice(s) to cancel and click on Pay, you will immediately be redirected to the transactional page where you can complete the operation.
You can find us on Instagram as @aerosanoficial and on LinkedIn as AEROSAN Airport Services S.A.
On the main page select the Work with us box. There you will see a form, which you must fill out and attach your updated resume.
The customer must present the following documents at the cashier’s area:
– Proof of payment
– Original authorization letter from the client or from the customs or cargo agency (copies are only received when the client is outside Bogota).
– Photocopy of the company’s ID card or citizenship card.
In addition, you must bring the seal of the company that withdraws. Otherwise, a validation will be made and in the withdrawal authorization letter it must be written that the company does not use stamps and that it exonerates Aerosan of any responsibility.
If the cargo is handled by a customs agency, you must submit:
-Original documents (waybill and declarations).
-Inventory consultation with lifted merchandise
-Photocopy of the original waybill (with manifest)
-Import declaration 500
-Customs agency and customer order
-Resolution (1526 of the Dian)
-Signed authorization letter
-Photocopy of the identification card of the person signing the document
-Photocopy of the agency card of the customs agency.
In addition, you must bring:
-Copy of the original waybill (with manifest).
Photocopy of the customs agency card.
If the consignee/customer comes directly, he/she must present:
-Photocopy of the original bill of lading (with manifest)
-Declaration of imports 500
Chamber of commerce not older than 30 days -Letter of authorization signed by the customs authorities
Letter of authorization signed by someone appearing in the chamber of commerce -Photocopy of the original bill of lading (with manifest)
-Photocopy of the identity card of the person signing the declaration
-Photocopy of the ID of the person who picks up the cargo.
-Letter of authorization
-Mail to the Dian
-Photocopy of the guide
Photocopy of the inspection person’s identification card -Photocopy of the inspection person’s ID card
At gate 47-48 of the international cargo terminal, El Dorado Airport, in the direct unloading delivery area.
Hours of operation from 7:00 am to 5:30 pm (after hours service is available).
However, for more information, please refer to the main page in the Contact box.
Remember that you have 48 hours to handle the direct unloading.
If you are unable to do so, the cargo will be moved to the warehouse assigned in the waybill, or, if not available, it will be moved to the Consimex warehouse.
To submit a complaint, you must go to the Contact box. Select the option Claims, fill out the form and be as specific as possible. On the other hand, attach photos of the cargo or evidence of the claim so that we can process your request and attend to it as soon as possible.