We regret that it has become necessary to refer to this section. Please carefully review the rules for filing complaints against Smartavia.
The right to file a complaint against the Airline is held by an individual (customer/passenger) or a legal entity representing the customer's interests in accordance with the law.
Claims against the Airline for monetary compensation must be submitted in writing to the company's postal address or by completing an electronic form.
We will respond to electronic complaints via email
If you require a response from the airline on official letterhead, you will need to send your complaint in writing by regular mail.
Passenger claims for monetary compensation must be submitted as a written statement with the necessary supporting documents attached.
1. Timeframe for submitting the claim
For domestic transportation, a passenger may file a claim against the Carrier within six months in accordance with Article 126 of the Air Code of the Russian Federation. This period is calculated as follows:
- for claims regarding compensation for loss or damage to baggage or cargo, as well as delays in delivery, the period starts the day after the baggage or cargo is issued;
- for claims related to the loss of cargo, the period starts ten calendar days after the delivery deadline has passed;
- in all other cases, the period begins from the date of the event that served as the basis for the claim.
2. List of documents to be attached to the claim:
In case of baggage delivery delays/loss:
- Boarding pass (not mandatory);
- Baggage tag (not mandatory);
- Baggage irregularity report or claim for baggage search 1 (mandatory);
- Request for payment (mandatory).
1 The baggage search claim/baggage irregularity report must be completed at the airport on the day of the arrival. Claims will not be considered in the absence of these documents.
In case of baggage damage:
- Boarding pass (not mandatory);
- Commercial act 2(mandatory);
- Information about the weight of the empty suitcase (mandatory);
- Applicaton for the transfer of funds (mandatory).
2 A commercial act regarding the damage/loss of baggage must be completed before leaving the airport terminal on the day of arrival. If the commercial act is absent, the claim will not be considered in accordance with paragraph 1 of Article 124 of the Air Code of the Russian Federation.
In case of flight delay/cancellation:
- Itinerary receipt;
- Boarding pass;
- Other documents confirming expenses related to the claimed requirements (hotel payment, meals, transportation costs, etc.);
In case of ticket/service refund:
- Itinerary receipt (flight ticket);
- Boarding pass;
- Documents confirming payment for additional services;
- Other documents supporting the need for a ticket/service refund;
- Request for payment.
- Other documents confirming the claimed requirements (hotel payment, meals, transportation costs, etc.)
The inability to provide originals and copies must be confirmed or substantiated by the materials of the claim. Receipts, invoices, and other documents submitted for reimbursement as incurred losses must be attached without fail.
3. Address information
Written claims to the airline may be sent to the following address: 163053, Arkhangelsk region, Arkhangelsk, Talazhsky Aviagorodok settlement, Arkhangelsk Airport Street.
Please note that submitting claims directly to this address is not permitted.
After your claim has been reviewed, a response will be sent to the address indicated in the claim. You will also receive a reference number for your claim, consisting of letters and numbers (example: XXX-00000), via the email address you provided.