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