The questions clients actually ask before their first assignment, answered
without marketing language.
01What cannot travel with a courier?
Undeclared dangerous goods, controlled substances, weapons and weapon parts, counterfeits, unlicensed dual-use items, live animals, and anything whose parties or end use fail sanctions screening. Some regulated categories can travel with the right permit and packing; we tell you which case yours is before you pay.
02Does the consignment ever go into the hold?
No. That is the definition of the service rather than a policy we could relax. It travels in the cabin, in the courier's custody, for every sector of the journey to Charlotte. If something genuinely cannot travel in a cabin, we will tell you that and discuss freight or a charter instead of pretending.
03Can I speak to a person during the journey?
Yes, and that is the point of the service. Our operations desk answers by email at bookings [at] onboardcourier [dot] ae for the whole assignment, and we contact you at collection, at departure, on arrival and at delivery without waiting to be asked.
04How is delivery proven?
Signature, printed name and an identification reference, with a timestamp, plus photographs where you have asked for them. It is produced by the courier at the moment of handover in Charlotte, not generated by a depot three hours later.
05What do you need from me to start?
A description of the goods, the declared value, the collection address, the delivery address in Charlotte and the deadline. If anything in the box is regulated, batteries, biological material, liquids, anything requiring a permit, tell us at that first message rather than later.
06Can you collect outside the UAE?
Yes. Third-country assignments, collect in one country, deliver in another, are a normal part of the work, and they are routed through the fastest connection rather than automatically through Dubai. Where a courier already in the region can take it, that is what happens.
07How quickly can a courier leave for Charlotte?
A vetted courier can normally be at a UAE airport within two to four hours of a confirmed booking. The real constraint is not our side, it is the next departure with a seat and a cabin allowance that fits. Because we use all seven UAE airports and buy on the open market rather than through one carrier, that next departure is usually sooner than people expect.
08Do you handle customs at Charlotte Douglas (CLT)?
The courier declares the goods in person through the red channel, and where the value or the category warrants it we brief a licensed customs broker in United States in advance. Duty and tax are the consignee's cost unless agreed otherwise in writing.
09What happens if the flight is cancelled?
We rebook. Before departure we already know the next alternatives to Charlotte across the carriers we can lawfully use, so a cancellation costs hours rather than a day. You are told the new arrival time as soon as we have it, not after you ask.