Baggage Help

1. Delayed or Lost Baggage

If you did not find your baggage on the baggage carousel in the arrivals area, you should immediately contact the baggage tracing department - Lost & Found, before leaving the arrivals area.

Lost & Found staff will help you to fill out a special form. You can track a status of delayed baggage following the link below: click to check baggage tracing status

Please call the telephone number listed in the Property Irregularity Report (PIR) if you have any questions regarding the tracing of your delayed baggage.

Or contact Air Astana Lost & Found department (24/7) by telephone numbers or an email listed below:

Astana:

• Line number +7 7172 286473

e-mail: nqz.lost.and.found@airastana.com

Almaty:

• Line number +7 727 2703 041

e-mail: ala.lf@airastana.com

Atyrau:

• Line number +7 7122 20 93 20

e-mail: guw.lf@airastana.com

2. Time for baggage tracing

Tracing of delayed baggage is done within 21 days from the date of the application submission from a passenger. If after 21 days the baggage is not found, a passenger may submit a written claim to the carrier. You can send a claim for a reimbursement of expenses related to baggage loss on this page.

The following scanned documents should be attached to the claim:

• A baggage tag
• Property Irregularity Report (PIR)
• An identity document

3. Damaged baggage

If upon receipt of your baggage at the airport you find that baggage is damaged, please immediately contact the Lost & Found department.

Lost & Found staff will record the fact of the damage of your baggage and help you with baggage damages claim submission.

Please take photos of the damaged baggage and send it by form on this page together with documents below:

• A written claim indicating the amount of baggage damage
• A Baggage tag
• An Identity document
• Property Irregularity Report (PIR)

NOTICE OF BAGGAGE LIABILITY LIMITATION

Liability for loss or damage of the baggage is limited.

1. On the international l carriage a liability of the carrier is determined in accordance with provisions of the "Convention for the unification of certain rules of international carriage by air (Montreal, 28 may 1999)" or "Convention for the unification of certain rules for international carriage by air (Warsaw, 12 Oct 1929)", according to the rules of implement established by the International Agreements.
2. For travel wholly between US points, Federal rules require a limit on an airline's liability to be at least US$2,500 per passenger. Excess valuation may be declared on certain types of articles. Some carriers assume no liability for fragile, valuable or perishable articles. Further information may be obtained from the carrier.

Air Astana’s liability for checked baggage

If the content of your baggage is defined as “a valuable baggage” it is recommended that you insure the baggage. Air Astana, like most major airlines, assumes no liability for damage to checked baggage such as broken wheels, lost pull straps, damage to baggage handles and minor damages such as scratches, scuffs, stains, dents, cuts and dirt resulting from normal wear and tear.

ADVICE TO INTERNATIONAL PASSENGERS ON LIMITATIONS OF LIABILITY

Passengers on a journey involving an ultimate destination or a stop in a country other than the country of origin are advised that the provisions of a treaty known as the Warsaw Convention may be applicable for the entire journey, including any portion entirely within the country of origin or destination. For such passengers on a journey to, from or with an agreed stopping place in the United States of America, the Convention and special contracts of carriage embodied in applicable tariffs provide that the liability of certain carriers, parties to such special contracts, for death of or personal injury to passengers is limited in most cases to proven damages not to exceed US$75,000 per passenger and that this liability up to such limit shall not depend on negligence on the part of the carrier.

For such passengers traveling by a carrier not a party to such special contracts or on a journey not to, from, or having an agreed stopping place in the United States of America, liability of the carrier for death or personal injury to passengers is limited in most cases to approximately US$10,000 or US$20,000. The names of carriers, parties to such special contracts, are available at all ticket offices of such carriers and may be examined upon request.

Additional protection can usually be obtained by purchasing insurance from a private company. Such insurance is not affected by any limitation of the carrier's liability under the Warsaw Convention or such special contracts of carriage. For further information please consult your airline or insurance company representative.

Note:

• The limit of liability of US$75,000 above is inclusive of legal fees and costs except that in case of a claim brought in a State where provision is made for a separate award of legal fees and costs, the limit shall be the sum of US$58,000 exclusive of legal fees and costs.
• If the passenger's journey involves an ultimate destination or stop in a country other than the country of departure the Warsaw Convention may be applicable. The Convention governs and in most cases limits the liability of carriers for death or personal injury and in respect of loss of or damage to baggage. See also notices headed "Advice to International Passengers on Limitation of Liability" and "Notice of Baggage Liability Limitations".