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Baggage
Baggage tracing/baggage claim submission

What to do if your baggage is lost:

If your baggage is lost, you need to contact the Baggage Tracing Service personnel before exiting the arrival zone and fill out a special form. You will be assigned a tracing number. You can check the tracing status using the form below.

ATTENTION! This service is currently available to passengers claiming non-arrival of their baggage at the following stations.

Almaty, Amsterdam, Antalya, Astana, Athens, Baku, Bangkok, Barcelona, Beirut, Belgrade, Berlin, Bishkek, Bologna, Brussels, Budapest, Bucharest, Warsaw, Venice, Vilnius, Havana, Hamburg, Hannover, Hong Kong, Guangzhou, Deli, Dubai, Dusseldorf, Geneva, Yekaterinburg, Erevan, Zagreb, Heraklion, Kazan, Cairo, Kiev, Chisinau, Copenhagen, Larnaca, London, Los Angeles, Madrid, Malaga, Miami, Milan, Minsk, Moscow, Munich, Nizhniy Novgorod, Nice, Oslo, Paris, Beijing, Prague, Phuket, Riga, Rome, Rostov-on-Don, Thessaloniki, Samara, Seoul, Sofia, St. Petersburg, Split, Istanbul, Tashkent, Tehran, Tenerife, Tbilisi, Tivat, Tokyo, Ulaanbaatar, Frankfurt, Hanoi, Helsinki, Ho Chi Minh, Zurich, Shanghai, Stuttgart, Tallinn and Tel Aviv.

If you have any questions regarding the baggage tracing procedure or if you want to make any changes (corrections) to your statement, please call the phone number shown on the property irregularity report (PIR).

Important! Please keep all flight documents, especially the boarding pass and the claim ticket.

Lost baggage tracing time

Lost baggage will be traced for 21 days from the date of receipt of the passenger’s statement. If it is not found within 21 days, the passenger may submit a written claim to the carrier. Payment of financial compensation and the amount of such compensation will be subject to the provisions of the Air Code of the Russian Federation, the Warsaw Convention and Aeroflot’s internal regulations.

Please direct your inquiries about lost property found onboard the Aeroflot aircraft upon arrival at the Sheremetyevo Airport to:

Please direct your inquiries about lost property found onboard the Aeroflot aircraft upon departure from the Sheremetyevo Airport to:

Please direct your inquiries about lost property found at the Sheremetyevo Airport to:

phone +7(495)5787464, e-mail lost-and-found-fe@svo.aero

Information about lost baggage

For more detailed information about lost baggage, please contact:
e-mail: lost&found@aeroflot.ru

Claim submission:

A claim may be submitted by the passenger or his/her authorized representative.

Lost baggage claim

If checked baggage was not found within 21 days from the date of submission of a baggage non-delivery statement, the passenger may claim damages resulting from loss of checked baggage.

Claim submission deadlines:

  • 6 months for domestic travel;
  • 18 months for international travel.

The following documents must be attached to the claim:

  • statement with a list of property and the amount of damage;
  • property irregularity report (PIR);
  • baggage tag (original);
  • contact details – address, telephone, e-mail.

Please submit all claims to:
- P. O. Box 176, Sheremetyevo Airport, Khimki District, Moscow Region, 141425, or to the nearest PJSC Aeroflot Representative Office;

If you have any questions about the claim submission procedure, please use our feedback form

Delayed baggage claim

In case of baggage delay, the passenger may submit a claim within:

  • 6 months for domestic travel;
  • 21 days from the baggage delivery date for international travel.

The following documents must be attached to the claim:

  • statement indicating the amount of damage;
  • property irregularity report (PIR);
  • baggage tag (original);
  • invoices (receipts) supporting the expenses;
  • contact details – address, telephone, e-mail.

Please submit all claims to:
- P. O. Box 176, Sheremetyevo Airport, Khimki District, Moscow Region, 141425, or to the nearest PJSC Aeroflot Representative Office;

If you have any questions about the claim submission procedure, please use our feedback form

Damaged baggage claim

In case of damage to baggage, the passenger may submit a claim within:

  • 6 months from the day following the baggage delivery date for domestic travel;
  • 7 days from the baggage delivery date for international travel.

We will offer to repair your baggage. If your baggage is non-repairable, its value must be proved by supporting documents.

The following documents must be attached to the claim:

  • statement indicating the value of the damaged baggage and the year it was purchased;
  • property irregularity report (PIR);
  • baggage tag (original);
  • repair invoice;
  • baggage purchase receipt;
  • contact details – address, telephone, e-mail.

Please submit all claims to:
- P. O. Box 176, Sheremetyevo Airport, Khimki District, Moscow Region, 141425, or to the nearest PJSC Aeroflot Representative Office;

If you have any questions about the claim submission procedure, please use our feedback form

PJSC Aeroflot’s and passenger’s liability and the claim submission procedure are described in PJSC Aeroflot Passenger and Baggage Air Carriage Regulations   (PDF file, 5 Mb)