Contact Us

MASkargo Help Centre: Frequently Asked Questions

1. Cargo Bookings & Planning

You can book through our ( https://maskargo.com/en/home.html - enquiry ) or use global digital platforms like CargoAi, CargoOne and Cargo Portal Services . For walk-in customers (Domestic Malaysia), documentation fees apply.

A MAWB is issued by the carrier (MASkargo) to the forwarder, while a HAWB is issued by the forwarder to the actual shipper. For consolidated shipments, the MAWB must be labeled as " CONSOL ."

General Cargo: 4 hours prior to Standard Time of Departure (STD). Express Handling (MK Priority): Later cut-offs are available, typically 90 minutes prior to STD. Perishables/Live Animals: Typically, 4 hours prior to STD.

Charges are based on either the actual gross weight or the volumetric weight (per cm), whichever is higher.

2. MK Products & Typical Shipments

Our restructured product line is designed for specific cargo needs: MK General: Your dependable, day-to-day air freight for standard cargo such as consumer goods, electronics (non-DG), apparel, and machinery parts. MK Pharma: End-to-end pharmaceutical handling for vaccines, medicines, and biologics with tight temperature control and qualified processes. MK Fresh: Temperature-sensitive handling for perishables like seafood, produce, dairy, and cut flowers with controlled storage. MK Live: Dedicated live-animal handling for pets, avians, and equines featuring welfare-first processes and calm facilities. MK DG: IATA-compliant transport for declared dangerous goods like lithium batteries and chemicals. MK Passage: Compassionate, discreet transport for human remains and cremated ashes. MK Wheels: Secure air transport for cars, motorcycles, and specialty vehicles with expert tie-down and protected loading. MK Secure: High-assurance movement for valuables like precious metals, gems, and bank notes with monitored storage and a documented chain of custody. MK Mail: Scheduled uplift and milestone visibility for postal operators and e-commerce dispatches.

No. Batteries and other Dangerous Goods (DG) must be shipped under MK DG to ensure they are accepted with correct paperwork and packing according to IATA and destination rules.

3. Specialized Services

MK Priority is designed for time-critical moves like AOG (Aircraft on Ground) parts or urgent medical supplies. It offers later cut-off times, faster transfers, and first-off release on approved flights.

Yes. MK Halal provides segregated handling and traceable custody for Halal-certified products, certified under recognized halal standards. It can be paired with MK Fresh for temperature-controlled meats and foods.

Through our MK Delicate service, which features "white-glove" handling, custom load plans, and orientation-sensitive controls (no-stack/upright) for items like fine art or precision instruments.

This is a purpose-built transshipment service for fast connections through our hub, featuring tight cut-off windows, bonded transfers, and clear milestone control.

Yes, MK Charter provides end-to-end cargo charters tailored to your specific load, route, and deadline, including aircraft selection and permit coordination.

4. Warehouse & Terminal Operations

Export: The first 48 hours from the initial Standard Time of Departure (STD) are free. Import: The first 36 hours from the Actual Time of Arrival (ATA) are free. Note: Storage charges apply thereafter based on weight and duration.

Consignees or agents must produce: Original Air Waybill (AWB) Delivery Order (DO) Valid Identification/Clearance Authority Custom release forms (where applicable)

General Cargo: Within 4 hours after ATA. Priority/Express (MK Priority): Within 2 hours of ATA.

5. Facilities & Handling

Animal Hotel: A specialized 14,000 sq. ft. facility with species-appropriate rooms (canine/feline suites, equine stables) and qualified handlers. Temperature-Controlled Storage: Multi-range storage (approx. to) with automated cold rooms for fast turnarounds. Dangerous Goods Handling: IATA-compliant processing with segregated export/import stores and IATA DG AutoCheck for rapid documentation verification. External Build Up Facility (U20): A secure area for agents to build ULDs with immediate airside access and lower terminal charges. Halal Hub: Certified segregation and cleaning protocols for food and non-food cargo. Strong Room: Restricted access valuables storage with advanced CCTV monitoring.

No, customers must provide their own data loggers; MASkargo will accept them and ensure they remain with the shipment throughout the journey.

6. Bookings, Quotations & Requirements

You can book through https://maskargo.com/en/home.html - enquiry .Please provide origin, destination, dimensions/weight, ready date, and any special needs for a prompt response.

For most products, you must provide a Commercial Invoice (CI), Packing List, and an Air Waybill (AWB). Specialized products like MK DG require a Shipper’s Declaration, while MK Live requires health certificates and permits.

Cut-offs vary by product and station. MK Priority offers reduced cut-off windows (later acceptance), while MK Live typically requires an earlier check-in than general cargo. Please contact your local station to confirm specific flight cut-offs.

Limits vary by aircraft and route. Please share your shipment dimensions and weight with us during the booking process to confirm the best options.

7. Claims & Support

Claims must be submitted in writing. You can email our dedicated team at [email protected] .

Notice of claim: a) damage cargo: must be submitted within 14days of the receipt of cargo b) Delayed cargo: Within 21 days from the date of the cargo was placed at the disposal of the entitled recipient. c) Non –delivery cargo: Within 120 days from the date the AWB was issued. Formal claim: validation of claim is within 2 years from the date of arrival at the destination.

Use our Track & Trace tool on the homepage by entering your 11-digit AWB number starting with the prefix 232 .

8. Contact Information

General Enquiries (Office Hours): [email protected] Urgent Matters (After Hours): [email protected] Headquarters Address: 1M Floor, Core 2, Zone C, Advanced Cargo Centre, KLIA Free Commercial Zone, 64000 Sepang, Selangor, Malaysia.

Locate our offices

Open in Google Maps

Open with Waze