In order to receive compensation for delayed flights or luggage problems you must submit an official claim to the airline. In addition, you will need documents that confirm the damage: receipts, bills, boarding passes.
Requirements for making the claim:
- Write it on paper by hand or type it on a computer
- Give your personal signature
- Give the address where the answer with the result of the check should be sent; it can be e-mail or postal address
- Provide the bank details to which the payment is to be transferred
Mailing address for claims
The company only accepts claims by post, without personal or courier delivery.
Mailing address: 119415, Moscow, Prospekt Vernadskogo 41, Bldg 1, Room I, Office 25
When the claim is received, the staff will investigate it and send an answer by e-mail or by paper, depending on what the claimant has specified in the claim.
Claim form
- Claim form for lost luggage
- Claim form for damaged luggage
- Claim form for delayed flight
- In other cases
Original supporting documents must be enclosed to the claim
In case of lost luggage:
- Airline ticket (itinerary receipt)
- Boarding pass
- Luggage tag tear-off coupon
- Luggage tracing report
- In case of a declaration of luggage value - supporting documents
- Bank account details for receiving compensation
In case of damaged luggage:
- Airline ticket (itinerary receipt)
- Boarding pass
- Luggage tag tear-off coupon
- Damaged luggage report
- Photo of damaged luggage
- Receipt or information letter from a repair company confirming the cost of repairing the damaged luggage or a document confirming that repairs are impossible
- Receipt or information letter on the value of the suitcases that are as similar as possible, or a sales receipt for the purchase
- Bank account details to transfer the compensation.
In case of flight delay:
- Airline ticket with an airport stamp about the flight delay
- Bank account details for receiving compensation
Bank details for receiving compensation
To receive your refund, please let us know your bank account details. You can download a form to provide us with your bank details here.
