1.  What is cargo shipping?
Cargo shipping involves transporting all types of goods, whether in bulk or individual items, by air, land, or sea. This includes necessary shipping documents like SMU (Air Waybill) for air transport, B/L (Bill of Lading) for sea transport, and Invoice/receipt for land transport. Cargo shipments must adhere to all established procedures, requirements, and packaging regulations.
2.  What items can be shipped with cargo?
We accept all types of cargo shipments. For details on categories and types of shipments, please refer to DMK Cargo® products.
3.  What is the procedure for shipping cargo through DMK Cargo®?
For shipping procedures, please visit the following link: Shipping Guide.
4.  How can I send goods without going to the airport?
DMK Cargo® has two types of offices: Port Center and Port Agent. You can visit the nearest Port Agent for Shipment Procedures through DMK Cargo®.
5.  Does DMK Cargo® provide packaging services for shipments?
Yes. We offer various packing needs to protect and secure your cargo according to airline standards and other transportation modes. Packaging guidelines can be found in the Packing Procedure Guide.
6.  Does DMK Cargo® provide box packaging for shipments?
Yes. We offer a variety of box packaging to match the type of your shipment.
7.  Does DMK Cargo® handle packing with wood?
Yes. We use wood that meets strength, thickness, and dryness requirements to avoid significantly increasing the weight of the shipment while ensuring strength and safety. We use a pneumatic nailer to prevent damage to the contents during packing.
8.  How is the packing of goods to be shipped done?
Packing procedures depend on the type of goods. For details, refer to the Packing Guide.
9.  Are there document requirements for shipping?
Yes. Document requirements depend on the type of goods being shipped. Specific requirements can be found for each type of shipment. . General items that do not need special handling do not require additional documents.
10.  What is the time limit for cargo shipping?
The time limit is 4 hours before the flight departure for general cargo and 2 hours before for express priority cargo and special handling shipments. Time limits vary based on service products and types of cargo.
11.  What is the cost of shipping goods and documents through DMK Cargo®?
To find out shipping costs, contact DMK Cargo® Surabaya at +62 31 298 6251 and +62 31 866 7846, DMK Cargo® Jakarta at +62 21 9550 0008, or use the DMK Calculator for General Cargo.
12.  How is the shipping cost calculated, and does the type of shipment affect the price?
Yes. Each type of cargo is handled specifically according to its category, affecting shipping costs. Pricing details can be found in the tariff section for each shipment type.
13.  What is the cost of shipping if using a cooling room?
3 times the cost of regular warehouse rental (Rp 950) = Rp 2,850/day.
14.  How do I calculate the size of cargo to meet requirements?
To simplify calculations, use the DMK Calculator. For assistance, contact us at +62 31 298 6251.
15.  What is the maximum weight and volume for cargo shipping from airport to airport?
Domestic -> 1 SMU ≤ 20 packages with a maximum weight of 500 kg
International -> 1 AWB ≤ 1 Pallet = 10 cubic meters with a max weight of 3500 kg or
1 Container = 4 cubic meters with a max weight of 1200 kg
16.  What is the maximum weight for a single Air Waybill using a wide body or narrow body aircraft?
Narrow body -> 1 SMU/AWB ≤ 20 packages 500 kg
Wide body -> 1 SMU/AWB ≤ 1 Pallet = 10 cubic meters with a max weight of 3500 kg or
1 Container = 4 cubic meters with a max weight of 1200 kg
17.  What are the maximum dimensions for cargo shipping using wide body or narrow body aircraft?
Based on the aircraft door size and TACT rules.
18.  AIs cargo shipping through DMK Cargo® covered by insurance?
No.
19.  If not insured, is there compensation for lost or damaged cargo?
Yes, you can file a claim for lost or damaged cargo with the nearest DMK Cargo® representative office in your city.
20.  How do I file a cargo claim with DMK Cargo®?
Claims can be filed by presenting a claim letter or authorization letter along with the SMU/AWB.
21.  If my cargo is already in the warehouse and paid for, can the shipment be canceled?
Yes, cancellations are allowed if requested by the customer.
22.  If the cargo shipment is canceled, is the payment refunded?
If the shipment is canceled, the entire amount will be refunded to the customer, minus the Void (cancellation) fee.
23.  I don't understand some terms in the cargo shipping information system. Are definitions and explanations available?
Yes. You can download terms and cargo shipping information from the following link: Terms and Information for Cargo Shipping.
24.  When can I pick up my cargo from the arrival warehouse?
2-3 hours after the aircraft arrives at the destination airport.
25.  What is the warehouse rental fee for cargo pick-up at the arrival warehouse?
The rental fee varies depending on the policy of each airport warehouse.
26.  Where is the incoming/arrival warehouse for cargo pick-up?
To find the warehouse location, please visit the following link: DMK Cargo® Port Center Locations.
27.  What documents are needed to pick up cargo at the arrival warehouse?
You can pick up cargo by showing the SMU/Air Waybill and your ID card.
28.  Can cargo pick-up be delegated to another person? If so, what are the requirements?
Yes, cargo pick-up can be delegated with a Power of Attorney and an ID card.
1.  What is the procedure for shipping human remains, whether intact, skeleton, or ashes?
For detailed information on the procedure for shipping human remains, please visit the following link: Human Remains Shipping Procedure.
2.  What requirements or documents need to be prepared for shipping human remains, whether intact, skeleton, or ashes?
  • Death certificate
  • Certificate of embalming from the hospital or funeral home
  • Copy of the ID of the deceased and the escort
  • Quarantine authority letter
3.  What is the time limit for submitting human remains for shipment?
90 minutes before the scheduled flight departure.
4.  Can the shipment of human remains be made without an escort?
Human remains must be accompanied by an escort.
5.  Can human remains be shipped without embalming?
It depends on the condition of the remains and the decision of the quarantine authority and the police. However, embalming is required to prevent odors that could spread within the cargo compartment and enter the passenger cabin.
6.  If embalming is not used, are there specific requirements that must be met?
If remains are not embalmed, a certificate from the health authority (quarantine) and the police is required.
7.  What is the cost for shipping human remains, both domestically and internationally?
The cost for shipping human remains, whether domestic or international, is 200% of the normal shipping rate. Use the DMK Calculator for details.
1.  What types/categories of goods are considered Dangerous Goods?
Dangerous Goods are categorized internationally using a system of classes. There are 9 classes of Dangerous Goods. You can view the categories of Dangerous Goods at this link: Dangerous Goods Categories.
2.  What are the procedures and processes for packaging Dangerous Goods?
ou can refer to the Dangerous Goods guide at this link. For further assistance, you may contact our Dangerous Goods handling team at +62 31 298 6251.
3.  What are the requirements and documents needed for shipping Dangerous Goods (DG) through DMK Cargo®?
For Dangerous Goods to be transported by air, the DG packing must comply with the IATA Dangerous Goods Regulation standards. Required documents include the Shippers Declaration and Material Safety Data Sheet (MSDS).
4.  If a customer does not have an MSDS, can the DG still be transported by aircraft?
No, the MSDS must be provided, except for DG Class 7, vehicles, DG in machinery or equipment with magnetic materials, CO2, Dry Ice, and DG Class 6.2.
5.  What should a customer do to obtain an MSDS for personal products, such as coconut oil or honey?
You can obtain the MSDS for such products from quality assurance agencies (e.g., Sucofindo) and Dangerous Goods Management (DGM).
6.  Is there a maximum limit for transporting DG on an aircraft?
The limit for transporting DG on a flight is governed by the IATA Dangerous Goods Regulation.
7.  If DMK Cargo® does not provide packing services, what if the customer’s packing does not meet the standards?
If DMK Cargo® does not provide packing services, and the customer’s packing does not meet standards, it may affect the shipment. For details, refer to the DMK Calculator.
8.  What is the limit for alcohol classified as Dangerous Goods?
Alcohol with a concentration of 24–70% and any package exceeding 5 liters is classified as Dangerous Goods (DGR).
1.  What requirements or documents need to be prepared for shipping live animals and live fish through DMK Cargo®?
The shipper must complete the Shipper’s Certification for Live Animals and obtain a Quarantine Certificate from the local government quarantine authority. Packing must comply with IATA Rules.
2.  What types of animals are allowed and not allowed to be transported by DMK Cargo®?
DMK Cargo® accepts the transport of live animals including cats & dogs, aquatic animals (fish, crabs, lobsters, eels), day-old chicks (DOC), seeds/larvae, reptiles, insects, and other cold-blooded animals. Animals not permitted are those not meeting regulatory or health-related requirements.
3.  Does DMK Cargo® accept shipments of wildlife and protected animals?
Yes, but only with the complete documentation required by relevant authorities. We do not accept live animals if the documentation is incomplete or if they are related to health regulations and policies.
4.  What is the packing procedure for shipping animals or live animals?
The packing procedure for live animals follows the IATA Live Animal Regulation. The packing procedure can be viewed according to the type of animal being shipped at the following link: Live Animal Packing Guide.
5.  Does DMK Cargo® provide packing services for live animal shipments?
No, customers must handle the packing themselves. However, we can provide guidance on the packing process via the Live Animal Packing Guide.
6.  How should live animals be handled to ensure they remain alive during shipping?
Handling procedures, including pre-departure packing, additional feeding, temperature management, etc., can be found in the Live Animal Packing Guide.
7.  When is the time limit for submitting live animal and fish shipments?
6 hours before the scheduled departure of the flight.
8.  Does DMK Cargo® provide insurance for live animal shipments?
No.
9.  What is the procedure for handling issues with live animal shipments?
Please refer to the FAQ (Frequently Asked Questions) on Complaints.
1.  What are the requirements and documents needed for shipping fresh fish/shrimp/meat?
The requirements for shipping fish, shrimp, or meat with DMK Cargo® include packing that complies with IATA Perishable Cargo Regulation and providing a Quarantine Certificate from the relevant authority.
2.  For shipments of fish/shrimp/meat using dry ice, is an MSDS for dry ice required?
No.
3.  Does the shipment of ice cream need to go through quarantine first?
Yes, every perishable shipment must include a Quarantine Permit from the relevant authority.
4.  Does the shipment of canned fish need to go through quarantine?
Yes, every perishable shipment must include a Quarantine Permit from the relevant authority.
5.  Does the shipment of bird feed need to go through quarantine?
Yes, every perishable shipment must include a Quarantine Permit from the relevant authority.
6.  When is the time limit for submitting shipments of fresh fish/shrimp/meat?
6 hours before the scheduled departure of the flight.
1.  Where can I file a complaint about DMK Cargo® services?
You can file a complaint directly through the DMK Cargo® Contact Center at +62 31 298 6251.
2.  How long will it take to receive a response to my complaint?
Complaints will be addressed and a solution provided within 5 working days when you contact the DMK Cargo® Contact Center.
3.  What happens if my AWB has been changed more than 3 times?
Your Air Waybill (AWB) will be considered void.
4.  How do I file a claim if my cargo is damaged or lost?
To file a claim, contact the nearest DMK Cargo® office or Call Center at the origin or destination airport. For DMK Cargo® addresses and contacts, you can visit: DMK Cargo® Addresses.
5.  What documents are needed to file a claim?
For lost cargo:
  • Claim Form from the claimant or a completed and signed Cargo Claim Form (CCF).
  • Power of Attorney if the claim is managed by an agent or other person.
  • Copy of Air Waybill.
For partially or wholly damaged cargo or partial loss (pilferage):
  • Claim Form from the claimant or a completed and signed Cargo Claim Form (CCF).
  • Power of Attorney if the claim is managed by an agent or other person.
  • Copy of Air Waybill.
For destroyed cargo:
  • Claim Form from the claimant or a completed and signed Cargo Claim Form (CCF).
  • Power of Attorney if the claim is managed by an agent or other person.
  • Copy of Air Waybill.
  • Copy of Destroy Certificate from quarantine (if required).
  • Photo evidence of the destroyed cargo (if required).
6.  Where should I file a claim if my goods are damaged or lost?
Claims can be filed at the DMK Cargo® office or Call Center at the origin or destination airport. For DMK Cargo® addresses and contacts, you can visit: DMK Cargo® Addresses.
7.  When should I file a claim if my goods are lost?
Claims should be filed within 21 calendar days from the expected arrival date of the cargo. Claims will be processed after tracing the cargo (which takes 14 calendar days) and confirming its negative status.
8.  When should I file a claim if my goods are damaged?
Claims for damaged goods should be filed within 7 calendar days.
9.  What compensation will I receive if my goods are lost?
According to PM No. 77 of 2011, compensation is IDR 100,000 per kg.
10.  What compensation will I receive if my goods are damaged?
According to PM No. 77 of 2011, compensation is IDR 50,000 per kg.
11.  Will the claim I file be paid immediately?
No. DMK Cargo® will process the claim before making any payments.
12.  How many days should I wait for compensation payment?
Compensation payments are processed within a maximum of 2 weeks after all required claim documents are complete.
13.  If I experience non-material loss due to delivery delays (e.g., delay of a wedding dress needed for a ceremony), what compensation will DMK Cargo® provide?
If the cargo is in good condition upon arrival at the destination airport, no compensation for losses due to flight delays or shipping delays will be provided. According to government regulations, DMK Cargo® does not compensate for delays unless they result in damaged or lost cargo.
14.  As a DMK Cargo® agent, if my cargo experiences delays and the customer feels disadvantaged, what responsibility will the airline assume?
If the cargo is in good condition upon arrival at the destination airport, no compensation for losses due to flight delays or shipping delays will be provided. According to government regulations, DMK Cargo® does not compensate for delays unless they result in damaged or lost cargo.