We are committed to ensuring that you travel with peace of mind and that your trip is as enjoyable as possible.
If, however, you are not completely satisfied, please send us your claims.
If, however, you are not completely satisfied, please send us your claims.
Your request concerns an Air France or Joon flight
We are here to help you. For making a claim, please contact us by providing the details of your ticket and your complaint to the below email address:
mail.rucc@airfrance.fr*
*For claims in Russian
mail.rucc@airfrance.fr*
*For claims in Russian
You can make a claim in English via our online webform
You can also join us by phone at +7 495 937 38 44 from 10:00 to 12:00 from Monday to Friday excluding public holidays, or send your claim by post: “Claims”, 4/2, Olkhovskaya street, «Melnikoff House», Moscow, Russia, 105066
Baggage claims
DECLARE MISSING BAGGAGE AT THE AIRPORT
Your luggage is missing. Please accept our sincere apologies for the inconvenience. We will make every effort to return it to you quickly.
Please alert AIR FRANCE KLM Baggage Service of the baggage delay at the arrival airport as soon as possible. Before leaving the airport, you must fill out a document called a Property Irregularity Report (PIR) at the Baggage Service desk. You will receive a file number at the end of the declaration process. Keep this number in order to track the progress of the search for your baggage.
Please alert AIR FRANCE KLM Baggage Service of the baggage delay at the arrival airport as soon as possible. Before leaving the airport, you must fill out a document called a Property Irregularity Report (PIR) at the Baggage Service desk. You will receive a file number at the end of the declaration process. Keep this number in order to track the progress of the search for your baggage.
DECLARE MISSING BAGGAGE ONLINE
If you are arriving at one of those airports, you can declare missing baggage by completing the form provided below within 48 hours of your arrival. To do this, please provide your baggage receipt number.
Where is the baggage receipt number?
- If you checked in at the airport, you received your baggage receipt at the baggage drop-off counter.
- If you printed your boarding pass and baggage tags at home, your receipt number is indicated on the Baggage receipt page and in the e-mail you received.
Enter your receipt number into the online form. You will receive a file number at the end of the declaration process. Keep this number in order to track the progress of the search for your baggage on our website.
Where is the baggage receipt number?
- If you checked in at the airport, you received your baggage receipt at the baggage drop-off counter.
- If you printed your boarding pass and baggage tags at home, your receipt number is indicated on the Baggage receipt page and in the e-mail you received.
Enter your receipt number into the online form. You will receive a file number at the end of the declaration process. Keep this number in order to track the progress of the search for your baggage on our website.
TRACKING YOUR FILE'S PROGRESS
You can track the progress of your baggage file in real time with our online baggage search tool. Use the file number you received online after submitting your declaration form, or from our staff after your declaration at the airport.
YOUR BAGGAGE HAS BEEN DAMAGED OR SOME ITEMS ARE MISSING
Please proceed to your arrival airport's AIR FRANCE KLM Baggage Service to inform us of the incident.
A Property Irregularity Report (PIR) will be established. We will provide you with an associated file number. Please keep this to track your request
If you have left the airport, you have 7 days from the date of your baggage's receipt to make a compensation request by completing the online claim form or by contacting the customer service team at mail.rucc@airfrance.fr*
*For claims in Russian For more information, please visit Baggage problems section of our website
A Property Irregularity Report (PIR) will be established. We will provide you with an associated file number. Please keep this to track your request
If you have left the airport, you have 7 days from the date of your baggage's receipt to make a compensation request by completing the online claim form or by contacting the customer service team at mail.rucc@airfrance.fr*
*For claims in Russian For more information, please visit Baggage problems section of our website
LOST AND FOUND
To find items you have lost or forgotten on one of our aircraft or in an Air France lounge you can contact the Lost and Found Property office at Sheremetyevo or Pulkovo airport.
YOUR REQUEST CONCERNS FLYING BLUE
Do you have questions about your Flying Blue account or services? Or maybe you want to claim missing Miles?