Visiting this page means to us that we haven’t met your expectations. We are very sorry. In order to compensate your inconvenience or damage caused, we need an official claim from you compiled according to the Law and Legal System of the Russian Federation. Thank you for understanding!
An individual (client/passenger) or legal entity appearing for him according to the law has the legal right to file a formal claim with the carrier.

Claim Requirements
Claims could be submitted in writing with enclosed original documents or notarized copies of documents confirming: contract of carriage with the carrier (ticket), Property Irregularity Report (PIR), amount of loss (fiscal documents).
Claims received by phone, verbally or left on the website are not considered as submitted under requirements and will not be carrying over for consideration. Such claims are defined as complaints or information. The feedback on these complaints will be send in a form of the message received.

Compensation will not be carrying over for consideration until we get written assertion with all confirming documents enclosed.

Claims which have been sent via e-mail (claims@transaero.ru or complaints.us@transaero.ru (complaints application for the USA) will be carrying over for consideration. Nevertheless, all required documents are to be attached as electronic copies and provided soon according to the claims procedure so that we could start considering possible reimbursement.

Claim will be carrying over for consideration if it is submitted by the applicant in accordance with the applicable time frame.
In the case of Domestic flight a claim could be submitted during six months. This timeframe starts:

• in the case of shortage or damage to the baggage or cargo as well as delayed baggage or cargo – from the day after the date of receipt of the baggage or cargo;
• in the case of loss of cargo – after 10 calendar days since the expected delivery date;
• in all other cases — immediately since the day the incident caused a claim submission has occurred.

In the case of International flight:

• in the case of damage to the baggage or cargo – within 7 calendar days since the date of receipt of the baggage or cargo but not later than after 14 calendar days of receipt of the cargo;
• in the case of delayed baggage or cargo – within 21 calendar days since the date of receipt of the baggage or cargo by passenger or person that have the right to receive it;
• in the case of loss of the baggage or cargo – within 18 months since aircraft has reached a destination or it should have reached or since expiry date of carriage.

Baggage or cargo are considered lost if it has not been found within 21 calendar days since the next day after the day it should have come to a point of destination.
Written claims should be addressed to executive director of JSC «Transaero Airlines». Written claims should be forwarded via mail to: JSC «Transaero Airlines», Domodedovo airport, Domodedovskiy District, Moscow region, 142015, Russia.

Your claim should contain

• name of the carrier (JSC «Transaero Airlines») you’d like to complain of;
• name of a person who’d like to complain or the name of his representative and his address if a claim is written by a representative;
• description of incident that has occurred;
• expectations of an applicant;
• situation in brief with link to regulations or terms of the contract;
• extent of the damage claimed with the calculation;
• beneficiary bank details for making a reimbursement (if noncash payment is preferred);
• confirming documents enclosed.

Depending on the details of a claim more information should be provided

• For electronic ticket: ticket number (if it is known), flight number and the date of flight, surname of the passenger, passport number, number of «TRANSAERO Privilege» card (if it is so);
• Passenger coupon of payment for excess baggage (if it was so);
• Passenger coupon of Miscellaneous charges order (MCO) (if it was so);
• Baggage Identification Tag;
• Property Irregularity Report (PIR), prepared for passenger by carrier or agent right after noticing before leaving baggage delivery area;
• Original documents that demonstrate the extent of the damage (receipts, formal notes and etc.).