Claims

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

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
Claims for lost luggage can be submitted after 21 days of lost luggage search.

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.