Rules for filing claims

Your signature on the claim must be confirmed by a notary or attach a copy of your passport (2-3 pages). The claim must be signed by all passengers.

If the passenger is a minor, then attach a birth certificate that confirms that you are the parent (legal representative of the child).

We ask you to inform us in detail about the flight delay and the costs you incurred related to this delay. Expenses must be documented.

List of supporting documents

1. Copies of air tickets (e-tickets);
2. Copies of boarding passes;
3. Originals of documents confirming the expenses incurred by you (receipts, receipts, invoices, certificates, etc.);
4. A copy of the passport (2-3 pages);
5. Full details of the passenger's bank account for the transfer of monetary compensation, including the name of the bank, the bank's BIC, the recipient's account number, the recipient's full name - or attach a bank statement with the details.

To transfer the compensation amount to the claim, you must specify the full bank details: the name and number of the card, the name of the bank. Bank details (INN, KPP, BIC, K/S, R/S). Or attach a bank statement with the details, certified by the signature of all passengers.

Sample for processing claims in case of flight delay

The claim must be signed by all passengers. The signatures of passengers on the claims must be confirmed by a notary or attach copies of passports (2-3 pages). If the passenger is a minor, then attach a birth certificate that confirms that the passenger is the parent (legal representative of the child).

We ask you to inform us in detail about the cancellation of your flight and the costs incurred by you related to this cancellation. Expenses must be documented.

List of supporting documents

1. Copies of air tickets (e-tickets) and, if you have made a flight, boarding passes;
2. Copies of the request for a refund;
3. Copies of responses to requests/applications for a refund;
4. Payment documents for the refund of the amounts paid;
5. Documents confirming the expenses you have incurred (receipts, checks, invoices, etc.);
6. A copy of the passport (2-3 pages);
7. Full details of the passenger's bank account for the transfer of monetary compensation, including the name of the bank, the bank's BIC, the recipient's account number, the recipient's full name - or attach a bank statement with the details.

To transfer the amount of compensation to the claim, it is necessary to specify the full bank details: the name and number of the card, the name of the bank. Bank details (INN, KPP, BIC, K/S, R/S). Or attach a bank statement with the details, certified by the signature of all passengers.

Sample for processing claims in case of flight cancellation

Your signature on the claim must be confirmed by a notary or attach a copy of your passport (2-3 pages).

We ask you to inform the claim whether you have a warranty card for the suitcase and whether you have contacted the warranty workshop. Attach the response from the warranty workshop if you are denied the exchange/ repair of the suitcase or a refund for the suitcase.

If you do not have a warranty card and you repaired the suitcase at your own expense, you need to indicate in the claim the amount of compensation for repair costs, attaching a receipt or receipt for repair payment to the claim.

If the suitcase cannot be repaired, then indicate in the claim the amount of compensation for the cost of the suitcase and attach documents confirming its value (receipt / receipt for the purchase). If the documents for the purchase of the suitcase have not been preserved, specify the date of purchase of the suitcase, attach information from the seller's (manufacturer's) website about the cost. You also need to indicate in the claim the weight of the damaged suitcase without attachment (the weight of an empty suitcase), attach photos of the weight readings of the suitcase, or information about the weight of this suitcase from the seller's (manufacturer's) website or other documents confirming the weight of the suitcase.

List of supporting documents

1. A copy of the air ticket (electronic ticket);
2. A copy of the boarding pass;
3. A copy of the baggage tag;
4. A copy of the commercial Act on damage to baggage issued at the arrival airport;
5. Photos of damaged luggage (with the type of damage);
6. Confirmation of the cost of luggage or its repair – a commodity or cash receipt (if available), information from the seller's (manufacturer's) website about the cost, a receipt/ receipt for repair payment;
7. Information about the weight of damaged luggage without attachment (empty suitcase/bag) - photos of the scale readings about the weight of the suitcase, information from the seller's (manufacturer's) website, other weight information;
8. A copy of the passport (2-3 pages);
9. Full details of the passenger's bank account for the transfer of monetary compensation, including the name of the bank, the bank's BIC, the recipient's account number, the recipient's full name - or attach a bank statement with the details.

To transfer the amount of compensation to the claim, it is necessary to specify the full bank details: the name and number of the card, the name of the bank. Bank details (INN, KPP, BIC, K/S, R/S). Or attach a bank statement with the details, certified by the signature of all passengers.

Sample for processing claims in case of damage/loss of luggage

Your signature on the claim must be confirmed by a notary or attach a copy of your passport (2-3 pages). The claim must be signed by all passengers.

If the passenger is a minor, then attach a birth certificate that confirms that you are the parent (legal representative of the child).

We ask you to inform us in detail in the claim about the reason for the claim and the costs you incurred in connection with it. Expenses must be documented.

To transfer the compensation amount to the claim, you must specify the full bank details: the name and number of the card, the name of the bank. Bank details (INN, KPP, BIC, K/S, R/S). Or attach a bank statement with the details, certified by the signature of all passengers.

Sample for filing claims