Claim rules

General terms

In case of unresolved problems in connection with the use of the services of ALROSA Airlines JSC (damage, shortage, loss of baggage, or violation of the air transportation agreement), the Passenger may exercise the right to file a claim (application, complaint) against the carrier.

Due to the fact that when submitting a claim at the airport of arrival or departure, a passenger often does not have the opportunity to provide the carrier with all the necessary documents for reviewing the claim, as well as to finalize the amount of his damage, it is recommended to send a claim after collecting all the documents necessary for its consideration, as well as the final calculation of the amount of damage.

The passenger or an authorized person has the right to file a claim against the airline upon presentation of the ticket, baggage receipt, consignment note and commercial act. The absence of an act does not deprive the right to file a claim if it is proved that representatives of the airline or airport refused to draw up an act.

The claim (application) can be sent by mail, or submitted directly to the address: 678174, Russian Federation, Republic of Sakha (Yakutia), Mirny, sh. Almaznikov, building 5/1, floor 2, or by e-mail: avia-centr@aero.alrosa.ru , avia-info@aero.alrosa.ru , in cases where, from the substance of the claim, there is no need to attach original documents about the damage suffered.

Requirements for the statement of claim

When making claims, the time limits provided for in Articles 126 and 127 of the Air Code of the Russian Federation must be observed, in particular, during domestic transportation, a claim against an air carrier may be filed by a passenger within 6 months. The specified period is calculated:

• For claims for compensation for shortage or damage of baggage or cargo, as well as for delay in delivery of baggage or cargo — from the day following the day of their issue;
• For claims for damages in case of loss of cargo – ten days after the expiration of the delivery period;
• In all other cases — from the date of the occurrence of the event that served as the basis for the claim.
• The claim is made for each transportation document (ticket, receipt, baggage tag) separately.
• The submitted claim must be stated in writing, signed by the applicant and contain all the information necessary for its consideration.

The claim is made for each transportation document (ticket, receipt, baggage tag) separately. The submitted claim must be stated in writing, signed by the applicant and contain all the information necessary for its consideration.

Сlaim content

The statement of claim shall specify:

• The name of the airline (ALROSA Air Line JSC) to which the claim is being made;
• Name and postal address (with index) of the institution, enterprise, organization or full name of the person who filed the claim, contact phone numbers, fax, e-mail address;
• The circumstances that are the basis for the claim, as well as evidence confirming these circumstances;
• The claims of the claimant against the airline, the amount of the claim payment and its calculation, documented;
• Full and accurate bank account details (bank details and passenger's account number)
• Original documents confirming the passenger's actual damage due to the delay.

Documents attached to the claim

Flight delay:

• Ticket, boarding pass;
• Copy of the passenger's passport (copy of the child's birth certificate) - page with photo and registration at the place of residence;
• Original documents confirming the actual damage to the passenger due to the delay.

Lost luggage:

• Ticket, boarding pass;
• Copy of the passenger's passport (copy of the child's birth certificate) - page with photo and registration at the place of residence;
• Luggage tag;
• Property Irregularity Report;
• Documents confirming the value of the lost baggage.

Delayed baggage delivery:

• Ticket, boarding pass;
• Copy of the passenger's passport (copy of the child's birth certificate) - page with photo and registration at the place of residence;
• Luggage tag;
• Property Irregularity Report;
• Document confirming the date and time of delivery of baggage;
• Documents confirming the passenger's expenses in connection with receiving baggage, if it was not delivered to the passenger at the address specified in the Commercial Act (expenses for travel to the airport, etc.).

Damage to luggage:

• Ticket, boarding pass;
• Copy of the passenger's passport (copy of the child's birth certificate) - page with photo and registration at the place of residence;
• Luggage tag
• Commercial report on damaged baggage;
• An expert opinion on the amount of damage, prepared by an appraiser who has the right to carry out such an assessment in accordance with the legislation of the Russian Federation or
• If the baggage is subject to repair — documents confirming the cost of repairs;
• If the baggage cannot be repaired - a conclusion from the organization that repairs the damaged baggage about the impossibility of repair and documents confirming the value of the baggage (receipts, certificates, receipts, etc.);
• Documents confirming the costs of damage assessment.

The impossibility of providing originals and copies must be confirmed or follow from the materials of the claim. Checks, receipts and other documents presented for payment as losses incurred must be attached without fail.

Results and terms of consideration of claims

The period for consideration of a claim received by JSC ALROSA Airlines is thirty calendar days from the date of registration (incoming number) of this claim:

• In case of refusal to satisfy, the applicant will be sent a written reasoned response by mail or e-mail;
• In case of full or partial satisfaction, funds are transferred to the bank account, the details of which are attached to the claim.

If the complaint filed does not meet the above conditions, the complaint will remain without consideration, and a response will be sent to the applicant. In this case, the applicant may re-file the complaint within the time limits established by Articles 126, 127 of the Air Code of the Russian Federation by attaching missing documents or eliminating other comments.

JSC ALROSA Air Company, having received a claim by mail that should be filed with another Carrier, may forward it within 10 days with all the documents to the appropriate enterprise and at the same time notify the claimant of this, or return the claim to the Applicant with the documents attached to it with a justification for the reasons for the return.

If necessary, an Airline employee will contact you at the email address or phone number specified in the request.

Claim template

You can download the claim form to fill out at the following link