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Here you can find answers to frequently asked questions.
VARIG LOG listed the main issues related to airfreight shipping for you.
INTERNATIONAL CARGO
CARGO IN BRAZIL
VELOG EXPRESS CARGO
CARGO IN BRAZIL
Procedures for sending Domestic Cargo
Procedures for Acceptance and Shipping of Live Animals
Procedures for sending firearms and valuables
Procedures for shipping perishable goods
Procedures for shipping mortal remains
Procedures for shipping hazardous materials
Procedures for sending Conventional Domestic Cargo
What is Standard Service?
It is a service providing a 72-hour delivery on workdays, to locations where VARIG GROUP flights get. This delivery term is longer for small cities, and the service is provided through the Costumer Service. This mode of service is suitable for sending large shipments with longer delivery deadlines.
What is considered as special cargo?
Shipments that require special attention. This does not mean that we do not treat all cargo with due attention. Here is a list of the cargo most commonly considered special: Live animals, perishables, mortal remains, human organs, human blood, hazardous materials, valuables, firearms and ammunition.
What is considered as Priority Cargo?
Cargo weighing over 100 kg per each airway bill, but having the same availability as VELOG 1st FLIGHT SERVICE. However, it does not offer compensation for late arrival.
How is insurance calculated?
NORMAL CARGO: Invoice price multiplied by 0.33% -
VALUE CARGO: Invoice price multiplied by 0.66% -
INTERNATIONAL CARGO: Price on the COMMERCIAL INVOICE in USD multiplied by 0.5%.
Is it possible to ship meal vouchers, checkbooks and credit cards domestically?
Yes. In the case of registered companies, presentation of the Invoice is required; for individuals, presentation of content declaration in two copies is required.
What is needed to ship beverages in general (soft drinks, non-alcoholic) domestically?
Invoice.
It can be shipped in factory packing, or in wooden crates with internal protection.
Can I send electronics without the Invoice?
Negative. Mainly to locations in the north and northeast, where there is permanent inspection by the local Revenue and Customs Service.
Is it possible to send a notebook computer (or any other vulnerable item)?
This type of shipment is considered as VULNERABLE CARGO, with time restrictions at the point of origin and destination. Depending on the value declared on the Invoice, the shipment will require special attention from both the sending and receiving units in terms of security, so as to ensure picking up and/or delivery of the shipment. Due to the nature of this shipment, this material will not be shipped through VELOG SERVICE.
I intend to send porcelain (fragile cargo); is a cardboard box enough for this shipment?
No. This type of material should be packaged in wood boxes with internal padding. More information can be obtained in the Packing Tips section.
I work for a company where we need to ship a considerable quantity regularly. How do I negotiate a price?
Is this possible through Customer Support?
At Customer Support, we can provide information on the normal fees charged by VARIG LOG, which are called "listed charges". However, scheduling a visit through the Center is possible. This scheduling will be treated by the local Commercial Sales Management, which will provide a visit by a Business Consultant on the stipulated date. The possible conditions of negotiation will be analyzed through this consultant.
What items do I need in hand to have the freight price quotation for a given shipment?
To calculate the cost, you will need to provide the following information: number of items, total weight, and size of each item (length x width x height in centimeters), price on Invoice, and point of origin and destination.
Does VARIG LOG's training area provide training to the public?
This information shall be obtained directly from the VARIG LOG Training Department, located at Galeão airport, by email: treinamento.variglog@variglog.com
Does the site provide information as to whether a flight has a layover or connection?
Yes, on the site it is possible to choose flights with the minimum number of connections or direct flights.
What cities have the service?
This information can be obtained by consulting the VARIG LOG Customer Support Center, in our site or in one of our Units.
What are the airplane dimensions?
| EQUIPMENT |
WEIGHT BY VOLUME |
MAXIMUM DIMENSIONS (L x W x H) |
| F50 |
50kg |
129/58/50 |
| F50 |
50kg |
129/58/50 |
| EM2/ER4 |
50kg |
50/50/50 |
| 737 (200 - 500) |
125kg |
176/114/86 |
| 737 (700/800) |
125kg |
190/114/86 |
| 767-200 |
2500kg |
310/220/163 |
| 767-300 |
2500kg |
310/243/163 |
| D10 |
2500kg |
310/220/163 |
| MD11 |
2500kg |
310/243/163 |
| 707 |
2500kg |
300/200/210 |
| 72F |
2500kg |
300/200/210 |
| D1F |
2500kg (No meio da aeronave existe uma posição que pode ser ocupada pelo pallet P7, que comporta até 12000kg por volume). |
310/243/235 |
| M1F |
2500kg |
310/243/235 |
| 777-200 |
2500kg |
310/243/163 |
| 757-200 |
125kg |
176/114/86 |
Why do certain aircraft not carry live animals or bodies?
Because they do not have the proper type of compartment for this type of shipment.
What is cubage and how is it calculated?
Cubage is the weight equivalent to the space an item occupies onboard. Cubage is calculated by the dimensions of the item, in centimeters. The length is multiplied by height and width, and the result is divided by 6,000; the result is the cubic weight. 6,000cm3 is the space that 1kg occupies in the aircraft.
What are the procedures in the event of a complaint?
After the attendant opens the complaint, it is then passed on to the support division, where cases within Customer Support's domain will be resolved. Everything else is passed on to the responsible sectors.
What do I do to obtain a letter of explanation, for example, of a shipment not being sent on a reserved flight?
If the client requests an explanation by email directly from Customer Support, the response shall be sent by email. However, if the client demands a written position from the airport where the problem occurred (or another responsible sector), the sender should send a request to the respective sector.
What is the term for providing a letter of explanation?
Customer Support has no control over requests for letters of explanation issued by the various departments of VARIG LOG. This varies from sector to sector. Usually, when a letter of explanation is requested of a determined department, all of the facts are gathered before the letter is written.
Why is the fuel fee charged separate from the airfreight?
In fact, the fuel charge is included in the overall freight cost. It is only indicated in a separate field in the airway bill so the client will know everything that is being charged.
Is the price different for evening flights?
No.
Do all the stores collect at the same time?
No. Each outlet has its own collection schedule.
How do I become a franchisee?
If you are interested in becoming one of our franchisees, register through VARIG LOG's website and await contact from the commercial department.
What is the procedure for opening an account with VARIG LOG?
Look for the closest Outlet, which will explain the required process.
What are the Sales and Ticket Reservations Center telephone numbers? And the SMILES Customer Support?
Sales and Ticket Reservations Center: 4003 - 7000
SMILES Client Customer Support (Blue and Silver Card) 4003 - 7001
SMILES Client Customer Support (Gold and Diamond card): 4003 - 7007
What channels does Customer Support offer the client to obtain information about VARIG LOG cargo shipment?
Information about cargo shipment can be obtained by telephone (0300-788-7003 or 11 - 3119- 7003), by fax (11-3677-1603), by email (atendimento.variglog@varig.com) or by chat (on this site)
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Procedure for the acceptance and shipment of live animals on domestic flights
What documentation do I need to ship cats and dogs by conventional domestic service?
Health certificate
Vaccination Certificate
GTA (GUIA DE TRÂNSITO ANIMAL - Animal Transit Guide), issued by the local SECRETARIAT OF AGRICULTURE, by presenting the two aforementioned certificates. Some veterinarians are certified by the SECRETARIAT OF AGRICULTURE and can Issue the ATG without the sender having to go through this government agency.
What type of box is needed to send cats/dogs on domestic routes?
Dogs: non-aggressive breeds weighing up to 40kg and up to 90 days old: a wooden box may be used. Over 90 days old: fiberglass and polyethylene of comfortable dimensions (the animal's head and ears do not touch the ceiling when standing up, and it can make a full turn without bumping on the sides of the box). The floor should be lined with an absorbent material. Water and food is allowed, as long as in reasonable quantities and the container should not permit spillage during handling and transport. For aggressive breeds (Neapolitan mastiff, Doberman, Pit bull, Rottweiller) and other breeds weighing over 40kg, the box should be of solid wood or metal, with two security locks and the same comfort standards defined for non-aggressive breeds. The overall size of the box should be compatible with the airplane flying the chosen route.
Are dog and cat boxes available for purchase at airport cargo terminals?
The cargo terminals of Guarulhos (São Paulo), Porto Alegre and Galeão (Rio de Janeiro) have a small number of boxes available. You should ask one of these terminals to confirm availability. These will be sold to clients that already have a cargo reservation confirmed for their animal's transport.
Can I send a live animal on domestic routes on Saturdays, Sundays and holidays?
Not all airports in Brazil have live animal pick up service on these days. You should ask the Customer Support in advance so that this possibility is confirmed for the specific point of destination.
When should I make the reservation to send my animal on a domestic route?
The sooner the better. There are many requests to send live animals to determined locations. If the client takes too long in making the reservation, there will likely not be space on the requested date. There are some locations where, due to the equipment in operation, the shipment of live animals is not allowed. In this case, service will not be possible.
How long before departure should I take the animal to the airport for shipment on domestic routes?
Be at the airport three hours before the reserved flight departs. The exception is Congonhas (São Paulo), where the deadline for delivery is two hours before the reserved flight departs.
What should I have in hand to make a reservation for a live animal on domestic routes?
AWB
Name and telephone number of the sender
Number of items and total weight.
Dimensions of the container (length, width and height in centimeters)
Shipment date
Name and telephone number of recipient
Breed and age of the animal
Number of animals being shipped per container
Is it necessary to sedate the animal before shipment?
In accordance with international standards, sedation of the animal is not necessary for shipment. Sedating the animal or not is at the discretion of the sender and the veterinarian. However, VARIG LOG reserves the right to refuse acceptance of the animal if it is visibly agitated and risking the safety of the people who will handle the box. If the sender chooses to sedate the animal, they must assume responsibility in writing. This document will be attached to the other transport documents, and also to the animal's box.
Can I send live cargo to a small city ?
Only if this town has VARIG GROUP flight service, and if the equipment in operation permits. The transport of live animals through VARIG LOG by road service is not allowed.
What documentation do I need to transport birds in general on domestic routes?
The following should be presented: the GTA (Guia de Trânsito Animal - Animal Transit Guide), proof of vaccination for Marek disease and Bouba Aviária (Aviary Poxvirus infection).
What packing is needed to ship birds in general?
It depends on the "nature" of the birds, age and quantity. Find out by consulting IATA's Manual for Live Animals, available at Customer Support.
How long before departure do I need to deliver the birds?
Three hours before the reserved flight departs. The exception is Congonhas (São Paulo) where they may be delivered two hours before the reserved flights departure.
How many boxes of birds can I ship on domestic routes?
Locations operating with the B737 allow up to 10 boxes of birds per flight. Larger aircraft allow the shipment of more than 10 boxes.
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Procedures for shipping firearms and valuables
What is needed to send firearms on domestic flights?
Invoice
Firearms license (if the sender is an individual)
Transport Authorization issued by the Armed Forces Ministry
Make prior reservations
NB: ammunition is a hazardous item, and may not be shipped in the same package as the firearms.
What is valuable cargo on domestic routes?
Cargo can be considered valuable by its nature (like gold, silver, wrist watches, etc.), or by the value on the Invoice divided by weight. All cargo worth R$ 3,848.00 or more, is considered valuable cargo.
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Procedures for shipping perishable cargo on domestic routes
What documentation is necessary for acceptance and shipment of perishable cargo on domestic routes?
Invoice
Phytosanitary Certificate issued by the local SECRETARIAT OF AGRICULTURE.
Minimum validity term allowed: 72 hours. This date should be visible on the packing.
What packing is necessary to send perishable goods as Standard Conventional Cargo?
The packing should be suitable to the nature of the cargo, not allowing leakage or emitting odors, the date of validity should be visibly printed on the package. In the case of products needing to be frozen, the package must be in Styrofoam and, if the product is packed in dry ice, there should be a label on the box with the UN number 1845 and class (CL) 9 , also including the quantity of dry ice contained in the package.
When should I make a reservation to ship Standard Conventional Perishable Cargo?
The client should make the reservation in at most eight days before the flight and at least 24 hours before the desired flight date through the Cargo Reservation Center.
How long before departure should I take the perishable goods to the airport for shipment on domestic routes?
The perishables must be delivered to the airport three hours before the departure of the reserved flight.
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Procedures for shipping Mortal Remains
What documentation is necessary for shipping human organs on domestic routes?
Only laboratories and hospitals are authorized to send this type of shipment, a declaration from the sending laboratory and/or hospital is necessary, as well as authorization from the local police.
What documentation do I need to ship a body on domestic routes?
Death Certificate.
Embalming certificate.
Police authorization for removal of the body.
Term of Responsibility (a DECLARATION from the funeral service testifying that it is transferring only the coffin, the body and its clothing).
ID of the deceased and sender.
What is the necessary packing?
Funeral homes have coffins suitable for air transport. These are wooden coffins with zinc and coated in lead.
How much time before departure do I need to deliver the body?
The body should be delivered to the airport three hours before the reserved flight is to depart.
What documentation do I need to ship bones on domestic routes?
Death Certificate.
Exhumation Certificate
Authorization from the local police for the transport of the bones.
Certificate issued by a certified professional describing the process used to disinfect the bones.
IDs of the deceased and the sender.
What is the necessary packing?
Funeral homes have urns suitable for air transport. This should be a sealed and bound wooden urn.
How long before departure should I deliver the bones?
The bones need to be delivered to the airport three hours before departure of the reserved flight.
What documentation do I need to ship ashes on domestic routes?
Death Certificate
Cremation Certificate
Local Police authorization for the removal of the ashes
IDs of the deceased and the sender
What is the necessary packing?
Funeral homes have urns suitable for air transport. This should be a sealed and bound wooden container.
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Procedures for shipping hazardous materials abroad
Hazardous materials are all cargo containing chemical substances that can pose risk to health, safety or property, when transported by air.
What documentation is needed for shipping hazardous materials on domestic routes?
Invoice
Shipper Declaration for the transport of hazardous material in triplicate (request form for the Cargo Shop - Cargo Terminal of the Airport)
Emergency Form of the product in three copies
Package Compliance Certificate
Certificate of Approved Aeronautical Product (APAA) issued by the CTA (Brazilian Aerospace Technology Center)
What do the following acronyms stand for?
UN - CL - PG - PI
UN- UN classification in four letters for identification of the product
CL - product class, which can be from 1 to 9
PG - level of danger, which goes from I to III (from most dangerous to least dangerous)
PI - packing instructions (the proper packing)
What documentation is needed for the acceptance and shipment of hazardous materials on international routes?
In the case of international shipments, the sender should contract a Cargo Agent or Clearing agent for customs clearance.
Do I need to make a reservation for such a shipment?
There is no need to make a reservation for domestic routes. In the case of international routes, a reservation is mandatory for any destination or weight.
What is the fee for domestic shipments?
The charge will be based on weight, number of items and dimensions (to verify cubage). To the final cost will be added a CHARGE of US$ 20.00, as a fee for HAZARDOUS MATERIAL HANDLING, to be converted to reals (Brazilian currency) on the date of issue. The price on the Invoice will also influence the final shipping cost.
What is the charge for international shipments?
For international routes, besides weight, number of items and dimensions (to determine cubage), a fee of US$ 50.00 will be charged, as HANDLING HAZARDOUS MATERIALS FEE. In addition, a FUEL FEE will also be charged, which varies according to the destination. The price on the COMMERCIAL INVOICE also can Influence the final shipment cost.
What is the stipulated alcohol content for an alcoholic beverage to be considered hazardous material?
Beverages that are over 70% alcohol per liter, regardless of the quantity sent, or liquids between 24 and 70% and sent in a volume of five or more liters per wooden crate.
Can I request for the pickup and/or delivery of hazardous materials?
No, hazardous materials may only be sent and picked up at the airport CARGO TERMINAL.
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