Claims

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.

YOUR REQUEST CONCERNS
AN AIR FRANCE FLIGHT

We are here to help you.You can submit a claim online using an electronic form.
You will need to specify the following information in Latin letters: 

  • Subject of your appeal
  • Airline
  • Ticket number / booking code
  • Flight number, departure date, departure and arrival airport
  • Passenger's name and surname
  • Residential address
  • Your email address
  • Flying Blue or BlueBiz number
  • File number on delay or damage to baggage PIR (in case your request is related to baggage)
 
You can make the text of the appeal in Russian, English and French. 

Please note for possible compensation, we will need the full details of Your bank account in the currency of your country of residence.

Submit a claim online


If you have any further questions, you can contact us by phone +7 495 937 38 44 from 10:00 to 12: 00 from Monday to Friday, excluding holidays, or send us an email to mail.rucc@airfrance.fr or a letter to the address: "Claims Department", 105066, Moscow, ul. Olkhovskaya, 4, p. 2, BC " Melnikoff house»

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.

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.

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

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?
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