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What to do in case of damaged baggage
In cases where baggage is received with damages, the passenger must contact the servicing agent to prepare a report, which should be signed by the person receiving the baggage, the airport shift supervisor, and a representative of Smartavia Airlines. The report must be completed immediately upon discovering the damage, before leaving the terminal building on the day of arrival.
In case of damage to the baggage, the passenger receiving it must submit a written claim to the carrier for international transport no later than 7 days from the date of receipt of the baggage. In case of delayed delivery, the claim must be submitted within 21 days from the date the baggage was made available to the recipient.
For domestic transport, claims regarding damaged baggage must be submitted within 6 months from the day following the date of delivery of such baggage.