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Requesting CADRS Assistance

Requests for assistance from Consumer Affairs and Dispute Resolution Services (CADRS) for a cargo or household goods shipment problem, or a cruise line problem should, to the extent possible, be made in writing. Written requests for assistance can be made by:

  • regular USPS mail
  • email
  • fax: 202- 275-0059

When preparing your written request, please include the information outlined below:

    Cargo or Household Goods Issues

    Description of Issue: (include as much information as you believe we will need when we contact the other party(s) to the problem)

    Desired Solution: (explain what you hope us to help you accomplish – getting cargo released, negotiating a monetary solution, etc.)

    Documentation: Please provide copies of documents relating to the shipment. e.g. the shipping contract, bill of lading, proof of payment, Order for Service, invoice for the services, e-mails about the issue, etc.

    Shipment Information:

    • Bills of Lading / Dock Receipts / Arrival Notices / Invoices
    • Description of Cargo
    • Port of Origin (may be the same as Origin)
    • Port of Destination (may be the same as Destination)
    • Date of Shipment or Sailing

     

    Identifying Information:

    • Your Name (If you are assisting someone to request assistance, please also provide his/her name(s) and your relationship)
    • Your Company Name(s), if applicable
    • Your Contact Information and/or Representative(s) (Please include phone, fax, address including zip code, and e-mail, if available)
    • Name of Person or Company with which you are having the problem
    • Contact Information for that Company or Party, including Individual's Name(s)

    Cruise Passenger Issues

    Description of Issue: (include as much information as you believe we will need when we contact the other party(s) to the problem)

    Desired Solution: (explain what you hope us to help you accomplish – getting a refund, rescheduling a cruise, etc.)

    Documentation: Please provide copies of documents to the cruise. e.g., ticket, proof of payment, e-mails about the issue, etc.

    Cruise Information:

    • A Copy of the Ticket / Passenger Invoice
    • Date of Sailing
    • Length and Nature of Cruise (e.g. 14-day trans-Atlantic, 7 day Caribbean)
    • Origin / Port of Origin
    • Destination / Port of Destination
    • Did you purchase transportation from your home to the Port of Origin from the Cruise Line?
    • Did you purchase transportation from the Port of Destination to your home from the Cruise Line?
    • Did you purchase insurance?

     

    People and Companies Involved:

    • Passenger Name(s) or Contact Person(s)
    • Passenger Company Name, if applicable
    • Passenger Contact Information
    • Cruise Line Contact Person(s)
    • Cruise Line Company or Trade Name(s)
    • Cruise Line Contact Information
    • Travel Agent Name or Contact Person(s)
    • Travel Agent Contact Information