Customer Care Hotline
Metro Manila: +63.2.8854.2100 Operating Hours are Mondays to Saturdays 8:00 AM to 5:00 PM |
DFA: Frequently Asked Questions (FAQS)
As of September 21, 2021 6:45 AM
1.Q. Your website tracking is currently unavailable. How can I still track my passport for delivery?
3.Q. Who can we contact to provide us the status of the passport?
5.Q. If I am not at home to receive the passport, can I have any of my family member receive it for me?
The status unmanifested means that passport is not yet being handover to AIR21. Kindly check the shipment status from time to time.>
1. Will AIR21 still be open for pick-up and delivery during the quarantine?
regarding guidelines and updates on the COVID-19 situation. We have additional contingency plans at the ready to ensure that our operations are not disrupted.
2. What are the measures being done by AIR21 to prevent the spread of the COVID-19 virus?
spread of the virus. This includes but is not limited to:
1. Advisories and education and awareness campaigns to all AIR21 employees on workplace safety vs. infectious diseases
2. Deployment of safety gear such as face masks, gloves, and personal hygiene kits to couriers, drivers, and warehouse personnel
3. Body temperature scanners issued and given to our warehouse security teams
4. Minimal contact is made with packages left in our sanitized storage facilities
5. All international items are subject to quarantine procedures as mandated by the Bureau of Customs.
3. How can we be sure that we will not contract the COVID-19 virus from AIR21 couriers and drivers?
2. Our couriers and drivers are advised to put on their personal face masks when necessary and should be equipped with their personal hygiene kit (alcohol or sanitizer, face masks, etc.) prior to their departure from AIR21 stations, offices, or hubs and especially when dealing with customers or clients.
3. Proper handwashing is required for all personnels.
4. We will include additional precautions when necessary.
4. Is it safe to receive a package from any area where the COVID-19 virus has been reported?
has been moved, traveled, and exposed to different conditions and temperatures is also low.
SOURCE: World Health Organization
5. Can we still speak with an AIR21 Sales and Customer Service representative during the quarantine?
In the event that a face-to-face meeting is unavoidable, they must be kept short and must take place in a room able to accommodate at least one (1) meter or three (3) feet of distance between parties.
FAQ
1. Rates
1.1 Why did you change your rates?
» Back to top
1.2 How come your rates are more expensive now than before? What are the changes in your rates?
» Back to top
1.3 How much is the declared value surcharge?
» Back to top
1.4 What is the Declared Value Surcharge for?
» Back to top
1.5 How do I find out how much my shipment will cost?
» Back to top
1.6 Is the PHP 1,000 minimum value of freight charges for pickup still in effect?
» Back to top
2. Packages
2.1 Where can I drop off my shipments?
» Back to top
2.2 Can I ship food items with your Hebigat boxes?
» Back to top
2.4 Why are there smaller weight breaks for Su-light Pouches and Bigahe shipments?
» Back to top
2.5 Can I ship food? What kinds?
» Back to top
2.6 What packaging can we use when shipping food?
» Back to top
2.7 Can the consignee (recipient) pick up the shipment at one of your branches?
» Back to top
3. Delivery
3.1 What is the delivery schedule?
» Back to top
3.3 Does AIR21 deliver and pick up during holidays?
» Back to top
3.5 What does limited delivery mean?
» Back to top
3.6 Will you deliver even if I'm not there?
» Back to top
3.7 How do I track my shipment?
» Back to top
4. Account Holders
4.1 My company is an AIR21 account holder. How will this affect my existing discount on rates?
However, if you still do not have an account, you may contact us by clicking HERE .
» Back to top
4.2 How can my company apply for an AIR21 account?
» Back to top
5. Shipping
5.1 How can I ship through AIR21?
» Back to top
5.2 What will you ask me when I call your Customer Service hotline to book a pick-up?
» Back to top
5.3 How do I track my shipment?
» Back to top
5.4 What is my tracking number?
» Back to top
6. AIR21 Gift Voucher
6.1 I'm holding an AIR21 voucher, can I give it to someone else?
» Back to top
6.2 Can I use an AIR21 gift voucher to settle my balances with AIR21?
» Back to top
6.3 Can I use an AIR21 gift voucher to pay for two transactions?
» Back to top
7. Payment Scheme
7.1 Can I pay my packages using my credit card?
» Back to top
7.2 How would I know how much I should pay for my package?
» Back to top
7.3 How can I apply for an account with AIR21 ?
» Back to top
8. Domestic Service Feature
8.1 Can I still send packages exceeding the maximum dimension?
» Back to top
8.2 What is AIR21's Standard Transit Time
» Back to top
8.3 What if I need packing and crating service for my package?
» Back to top
9. Prohibited Item for Domestic Priority
9.1 What are the prohibited items in a shipment?
2. Any article or substance, as presented for transport, which is liable to produce a dangerous evolution of heat or gas under the conditions normally encountered in air transport.
3. Flammable solids and organic peroxides having, as tested, explosive properties, which are packed in such a way that the classification procedure would require the use of an explosives label as an subsidiary risk label.
4. Lottery tickets.
5. Money (Coins, Currency, Paper Money and Negotiable Instruments equivalent to cash such as endorsed stocks, bonds, and cash letters).
6. Wet or dry ice.
7. Any shipment whose carriage is prohibited by Philippine law, statue, or regulations. These could be fake bags, fake shirts, pirated CDs.
8. Live animals and plants.
Sources:
a. https://philippines.shipping-international.com/customs/
b. https://customs.gov.ph/faqs/prohibited-restricted-importations/
» Back to top
A. Package Details and Shipping
1. Will AIR21 International have a designated box?
» Back to top
3. What is the maximum weight of the package?
For customers' own packaging, it will vary upon the destination country for export and origin country for import.
» Back to top
4. What is the expected delivery time if I plan to send out abroad? The transit time is as follows:
Continent | Document | Parcel | Economy |
---|---|---|---|
Asia | 1-2 | +1 | +2 |
US | 2-3 | +1 | +2 |
Europe, Australia, and New Zealand | 2-3 | +1 | +2 |
Middle East and Africa | 3-4 | +1 | +2 |
Please check the service reference guide for international shipment destinations or origins. The transit time may vary based on the requirement or special handling of the shipment.
» Back to top
5. Are there countries that you do not deliver to?
» Back to top
7. Where can I drop by shipment?
» Back to top
B. Prohibited Items and Dangerous Goods
1. Are there special provisions that we need to follow when shipping out abroad?
» Back to top
C. Booking and Pick-Up
1. Where can I call in case I need to book a pick-up?
» Back to top
2. What are the details that I need to ready once I call up the CS Hotline?
a. Account Number
b. Pick-up address (preferably with zip code)
c. Delivery address (preferably with zip code)
d. Package Weight and Dimension
e. Time the package is ready for pick-up
f. Other details will be provided for by our dedicated AIR21 International Customer
Service personnel
» Back to top
D. Tracking and Delivery
1. What is the tracking facility of AIR21 International shipments?
» Back to top
E. Account Holders
1. How do I apply for an AIR21 International account?
» Back to top
» Back to top
A. User Information and Directory
1. How can I be assured that my personal details are safe with you?
The AIR21 Online Booking facility is protected from external and internal threats through its network security devices and payment gateway provider that it follows the PCI DSS (Payment Card Industry Data Security Standard) ruling.
» Back to top
4. For how long will you keep my transaction history?
All AIR21 Online Booking transaction history will be present in the AIR21 Online Booking archive for six months.
» Back to top
5. What are the areas that you pick up from?
The AIR21 Online Booking facility only picks up in direct-served areas such as:
Baguio
Bataan
Cavite
Cebu
Laguna
NCR
Pampanga
Rizal
» Back to top
B. Items to Ship
1. What are the items allowed to be picked up?
Items that weigh 25 kilograms or less are allowed to be picked up through the transaction made in the AIR21 Online Booking facility.
» Back to top
2. Are there restricted items in your list?
Yes, kindly refer to the AIR21 standard policy on dangerous goods, fragile items, and crating. These may be viewed in the AIR21 Frequently Asked Questions that are found in https://www.air21.com.ph/main/ask-billy-bilis.php
» Back to top
3. What is the maximum weight of the item to be picked up?
The AIR21 Online Booking facility only accepts shipments less than 25 kilograms. Any other shipments for pick-up that weigh more than 25 kilograms and require special handling must be coordinated through the AIR21 Customer Service Hotline at (02) 854 2100.
» Back to top
4. How can I specify if my shipment needs to be crated?
Fragile shipments need to be crated. For this service, customers are advised to call the AIR21 Customer Service Hotline at (02) 854 2100 for further assistance.
» Back to top
5. Do you accept customer's own packaging?
At the moment, the AIR21 Online Booking system only accepts shipments that use the AIR21 standard packaging such as SuLight (Extra Small, Small, Large), Bulilit Box (3kg), and Hebigat (5kg, 10kg, 20kg).
» Back to top
C. Pick Up
1. What is the pick up schedule of AIR21?
AIR21 picks up from Mondays to Fridays, excluding holidays unless booked ahead. Cut-off for same-day pick-up is 2:00 PM. All received pick-up request beyond 2:00 PM will be picked up the following business day.
» Back to top
2. Will you still pick up on a holiday if I booked ahead?
Yes, AIR21 will pick-up on a holiday if booked ahead. You may book 1 week in advance.
» Back to top
3. Can I set a definite schedule of pick up?
Yes. AIR21 will follow the shipper's indicated time that the shipment is ready for pick-up up to 7PM.
» Back to top
D. Billing and Payment
1. Is there a minimum amount for the online booking?
Yes. The minimum amount required is Php 350. Shippers may book another transaction to complete the Php350 requirement in case that the first transaction does not reach the minimum amount.
» Back to top
2. Can I refund my payment in case I cancel the transaction?
Yes, you may refund your payment. Please call our Customer Service Hotline at (02) 854 2100 to start the process.
» Back to top
4. Do you accept cash upon pick up?
We only allow credit card payment for pick-up transactions under AIR21 Online Booking. For cash payment, minimum amount is Php 1,000. Please call 854-2100 to book your shipment pick-up. Or you may drop off your shipment in our AIR21 Business Hub nationwide.
» Back to top
Franchise Now
1. Do you have franchising opportunities?