Baggage problems: your contacts

Was your baggage late, damaged or lost? Did you leave an item or hand baggage on board an Air France aircraft, waiting room or check-in counter? Here you will find the contact information you need.

Missing baggage

Did you not receive your baggage upon arrival? Please contact

"Sheremetyevo": +7 (925) 100-65-65; +7 (495) 578-65-65;
"Pulkovo": +7 812 337-38-22; +7 812 337-34-44.

Documents for Baggage tracking

Kindly retain the originals of the following documents:
  • the remaining part of your ticket
  • boarding pass
  • baggage identification tags
  • Property Irregularity Report (PIR) number
  • original receipts for all extra costs due to the delayed baggage
  • bank account details including IBAN and SWIFT
  • photocopy of your passport
Baggage tracking

Damaged baggage

Were you unable to declare your damaged baggage at the airport? Please send your declaration to the following address.

Customer Care:

Address: Claims, 4/2, Olkhovskaya street, «Melnikoff House», Moscow, 105066

For your information:
Don't forget to include original supporting documents with your letter which will allow us to process your request: these include ticket receipt, boarding pass, invoice, etc.

Lost item

Lost item on board or in an Air France lounge

Did you lose an item on board an aircraft or in an Air France lounge? Please contact
"Sheremetyevo": +7 (925) 100-65-65; +7 (495) 578-65-65;
"Pulkovo": +7 812 337-38-22; +7 812 337-34-44.

Lost item at the airport

Did you lose an item in the aiport? Please contact the airport´s Lost and Found Department directly. Their contact details are available on their website.
return to top of page