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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?

2.Q. I have no Tracking Number on hand but only the Account Reference Number (ARN) issued by DFA, can I still get a status of the passport?

3.Q. Who can we contact to provide us the status of the passport?

4.Q. Can you release the actual passports in your warehouse in Merville, Paranaque if its already available?

5.Q. If I am not at home to receive the passport, can I have any of my family member receive it for me?

Note:

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?

2. What are the measures being done by AIR21 to prevent the spread of the COVID-19 virus?

3. How can we be sure that we will not contract the COVID-19 virus from AIR21 couriers and drivers?

4. Is it safe to receive a package from any area where the COVID-19 virus has been reported?

5. Can we still speak with an AIR21 Sales and Customer Service representative during the quarantine?

FAQ


What is Airfreight 2100? How is it different from AIR21?

1. Rates

1.1 Why did you change your rates?

1.2 How come your rates are more expensive now than before? What are the changes in your rates?

1.3 How much is the declared value surcharge?

1.4 What is the Declared Value Surcharge for?

1.5 How do I find out how much my shipment will cost?

1.6 Is the PHP 1,000 minimum value of freight charges for pickup still in effect?

2. Packages

2.1 Where can I drop off my shipments?

2.2 Can I ship food items with your Hebigat boxes?

2.3 Up to how heavy a package can the Su-light box carry?

2.4 Why are there smaller weight breaks for Su-light Pouches and Bigahe shipments?

2.5 Can I ship food? What kinds?

2.6 What packaging can we use when shipping food?

2.7 Can the consignee (recipient) pick up the shipment at one of your branches?

3. Delivery

3.1 What is the delivery schedule?

3.2 Does AIR21 deliver during the weekends?

3.3 Does AIR21 deliver and pick up during holidays?

3.4 What time do you deliver packages?

3.5 What does limited delivery mean?

3.6 Will you deliver even if I'm not there?

3.7 How do I track my shipment?

4. Account Holders

4.1 My company is an AIR21 account holder. How will this affect my existing discount on rates?

4.2 How can my company apply for an AIR21 account?

5. Shipping

5.1 How can I ship through AIR21?

5.2 What will you ask me when I call your Customer Service hotline to book a pick-up?

5.3 How do I track my shipment?

5.4 What is my tracking number?

5.5 Can AIR21 ship packages to other countries?

6. AIR21 Gift Voucher

6.1 I'm holding an AIR21 voucher, can I give it to someone else?

6.2 Can I use an AIR21 gift voucher to settle my balances with AIR21?

6.3 Can I use an AIR21 gift voucher to pay for two transactions?

7. Payment Scheme

7.1 Can I pay my packages using my credit card?

7.2 How would I know how much I should pay for my package?

7.3 How can I apply for an account with AIR21 ?

8. Domestic Service Feature

8.1 Can I still send packages exceeding the maximum dimension?

8.2 What is AIR21's Standard Transit Time

8.3 What if I need packing and crating service for my package?

9. Prohibited Item for Domestic Priority

9.1 What are the prohibited items in a shipment?

A. Package Details and Shipping

1. Will AIR21 International have a designated box?

2. Can I use AIR21's current boxes (e.g. Hebigat) if I plan to send a shipment abroad?

3. What is the maximum weight of the package?

4. What is the expected delivery time if I plan to send out abroad? The transit time is as follows:

5. Are there countries that you do not deliver to?

6. Can someone receive on my behalf?

7. Where can I drop by shipment?

B. Prohibited Items and Dangerous Goods

1. Are there special provisions that we need to follow when shipping out abroad?

C. Booking and Pick-Up

1. Where can I call in case I need to book a pick-up?

2. What are the details that I need to ready once I call up the CS Hotline?

3. Can I endorse my shipment for pick-up to someone else in case I need to leave before the courier arrives?

D. Tracking and Delivery

1. What is the tracking facility of AIR21 International shipments?

2. What time do you start to deliver per day?

3. Can someone receive the shipment on my behalf?

E. Account Holders

1. How do I apply for an AIR21 International account?

2. If I am already an AIR21 Domestic account holder, do I still need to apply for a different account number to enable corporate transactions with AIR21 International?


A. User Information and Directory

1. How can I be assured that my personal details are safe with you?

2. What are the necessary actions in case I change my address or contact number?

3. Can I create another account under my name but using a different email address?

4. For how long will you keep my transaction history?

5. What are the areas that you pick up from?

B. Items to Ship

1. What are the items allowed to be picked up?

2. Are there restricted items in your list?

3. What is the maximum weight of the item to be picked up?

4. How can I specify if my shipment needs to be crated?

5. Do you accept customer's own packaging?

C. Pick Up

1. What is the pick up schedule of AIR21?

2. Will you still pick up on a holiday if I booked ahead?

3. Can I set a definite schedule of pick up?

4. Can someone endorse to you my shipment on my behalf?

D. Billing and Payment

1. Is there a minimum amount for the online booking?

2. Can I refund my payment in case I cancel the transaction?

3. I do not have a credit card, can I pay via debit card?

4. Do you accept cash upon pick up?

Franchise Now

1. Do you have franchising opportunities?

eDFS Shipment Tracking
   
DFS Shipment Tracking

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