Your baggage was delayed when travelling out of Russia

Please contact the local Handling Agent at your destination, they will inform you how to proceed. You will be provided with a file reference, an inventory form to fill in and a preprinted envelope, addressed to our Central Baggage Handling Division in Paris. If your baggage haven't been found within 2 days, please send in this inventory form (see more detailed instructions under 'My baggage was delayed when returning to Russia.').

Your baggage was delayed when returning to Russia

Baggage search service

"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 passengerticket
  • boarding pass
  • baggage identification tags
  • Property Irregularity Report (PIR) number
  • original receipts for all extra costs due to thedelayed baggage
  • bank account details including IBAN and SWIFT
  • photocopy of your passport
If the baggage has not been tracked within 21 days, the Central Baggage Handling Division will forward your file to the Baggage Call Center, to whom you must submit your claim, in written, for compensation according to the 'Conditions of Carriage' **.

Your baggage is damaged on arrival at your destination

Please contact the Air France desk in the baggage hall and report your baggage missing. Our agents will give you a Damage property report with a number.

Passengers holding a Damage Property report may take the damaged bag to one of our affiliated baggage repair shops (lists of shops provided by Air France) with copy of the damage property report. The shop will repair the bag at no charge to the passenger. If the bag is beyond repair, replacement of the same type of bag is generally covered at no charge to the passenger.

Your baggage is damaged but you only noticed it at arrival home

Please report the damage to Air France Baggage services in writing within 7 days of your arrival and include the following documentation:
  • passenger tickets
  • baggage tags
  • Type, colour, brand, size of bag
  • Nature of damage to the bag
  • If the damage claim is accepted by Air France, a copy of the report along with a list of repair shops will be mailed or faxed to you.

Customer Care:

Phone: +7 495 9373844 (Mo-Fr: 10:00 - 12:00)
Fax: +7 495 7753815
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.

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