How to return lost luggage: my experience with Aeroflot. What to do if you forgot your favorite phone on the plane and about restrictions at the airport

An algorithm of actions based on our own experience.

Probably, many of you have forgotten something on a plane: in a seat pocket, on a luggage rack, or when something accidentally falls under the seat. After a long or night flight, when fatigue overcomes and concentration is zero. And then you’re on your way home in a taxi and suddenly realize that your favorite headphones are not with you, but were left somewhere on the plane.
On my flights, I forgot books, twice, a huge box of French pastries from Maxim, which I was taking to my girlfriend, and even the case for these same headphones, which I forgot the day before yesterday, after being thrown around a lot on the flight from Rostov to Moscow.
I discovered the “forgetfulness” of the case only a few days later, I simply forgot about books and cakes, but I felt sorry for the headphones, they have been traveling with me for two years now, having visited almost forty countries.
Today I returned them, and here's how to do it right.

As soon as you realize that you forgot something in the cabin of the plane, you should not immediately yell at your wife that she is a crow, drill your husband’s brains out about a forgotten purchase, or in despair throw yourself under the wheels of the Aeroexpress. All is not lost: there are special services at airports that can save you and your lost one.
The first thing to do is take out your smartphone and Google the phone number of the lost items service at the airport you arrived at. Then we call, introduce ourselves, tell you the flight number, arrival time and your seat number (if you remember). Then describe the forgotten item in as much detail as possible.
In the event that you discover a loss almost immediately after leaving the board, this service will contact the service responsible for cleaning the board after the flight, and you will not even have to leave the airport. Wait a while and your item will be returned to you through the baggage counter.
If the loss is discovered at home or after a certain time has passed, then know that the cleaning service must hand over your lost item to the forgotten items service, where it is entered into the register, labeled and stored.
During your call, the employee checks the records of your flight in the database and compares it with the description you give over the phone. Coincidence? Go to the airport to pick up your lost item. You need to have the passport with which you bought the ticket, and preferably boarding pass with your seat number (but not required)

The photo shows the baggage and lost items search service at Vnukovo Airport, Moscow.

It is interesting that in Vnukovo, in our computer age, the register of things forgotten by passengers is still kept in the old fashioned way, in a notebook. While they were looking for my headphones, the girls received a call from a passenger who had forgotten something on the plane, and they looked for his item according to the description in this notebook.

Please keep in mind that forgotten items are stored in the warehouse for 30 days, after which they are disposed of.
The first two days (including the day of your flight) storage is free, all subsequent days are subject to a storage fee.
In the case of Vnukovo airport, daily storage costs 70 rubles.

So, without getting upset and not being too lazy to make a phone call, I returned my favorite travel headphones, with which I expect to travel through many more countries and visit more than one continent.

For information, telephone numbers of lost property services at major Russian airports

Moscow, Sheremetyevo +7 495 578-74-64.
Moscow, Domodedovo +7 495 504-02-58 ( domestic flights), +7 495 504-02-85 (international flights)
Moscow, Vnukovo + 7 495 436-45-13 (domestic flights), +7 495 436-29-32 (international flights)
St. Petersburg, Pulkovo +7 812 337-38-22, +7 812 337-34-44
Sochi, Adler +7 800 301-1991
Simferopol +7 3652 59-57-37
Ekaterinburg, Koltsovo +7 343 226-85-65
Novosibirsk, Tolmachevo +7 383 216-97-66
Tyumen, Roshchino +7 3452 496-224
Vladivostok +7 423 230-68-43
Kazan +7 843 254-00-80
Samara, Kurumoch +7 846 996 53 23
Kaliningrad, Khrabrovo +7 4012 610-324

When going on a trip or business trip, packing your suitcase and preparing the necessary luggage is one of the most important aspects that affects the level of comfort of the entire trip. More often Russian tourists For these purposes, they use a modern suitcase on wheels with a retractable handle, which is checked into the luggage compartment of the aircraft, and a large bag for hand luggage, which is carried on board. It is in them that all the most important, vital and dear things for a traveler are collected, so when faced with such an unpleasant situation on the road as the loss of their belongings, many get lost and do not know what to do and where to turn.

As mentioned above, there are 2 types of transported items. Let's talk about them in more detail:

1. The so-called luggage, that is, packaged items checked into the luggage compartment, not exceeding the weight 20-25 kg, depending on the selected airline and fare class, received only upon arrival at the final destination of the flight or upon connecting flights;
2. Carry-on baggage not exceeding normal 10-15 kg, viewed on a scanner and during a personal search and carried with you on board the aircraft.

To know exactly what to do if you forgot things on a plane or in an airport building, how to find and return your “lost items,” let’s look at different options for action.

Items forgotten on board an airplane

According to many airlines, the most common items passengers forget on board are cell phones, laptops, tablets and toys. Often this list includes sunglasses, various clothes and books. Where can you find things forgotten on a plane?

At many Russian airports, all forgotten items from airliners are first checked by security and then transferred to the unclaimed baggage room for storage. Moreover, they can be stored for no more than 6 months. For example, forgotten items on an Aeroflot plane or information about them can be obtained from the airline representative at the airport of arrival.

What can you do to make finding forgotten personal items easier? It is best to attach a tag or sticker with a phone number or email address to expensive gadgets, because in this case employees will definitely look for the owners. It’s a good idea to know exactly the features of your item: model, number, certain signs, for example, chips, scratches, etc., as well as the place of loss - this will help to identify it and confirm ownership.

If you have an identification document, after application and confirmation, the “lost” can be taken away.

Personal items lost or forgotten in the airport building

When passing through customs control, passengers often, after placing cell phones, keys, belts, glasses and other small items in special trays, forget to take everything away in the bustle and remember about it after departure. also in winter time Over the years, mittens, gloves and scarves are often forgotten. In this case, items also go into the unclaimed baggage room after preliminary inspection by airport security. But they have a shorter shelf life - only 1 month. After comparing the description of the owner with the characteristics of the stored item in the presence of a passport, it is returned to the owner.

If no one comes for the lost item and the owner is not found, then after the specified period the item must be destroyed or sold. A special commission monitors the implementation of this procedure.

If documents have been lost, then you should immediately contact the law enforcement authorities at the airport upon discovering the loss.

Luggage with a tag is harder to lose

Lost luggage after a flight

Quite often, with the current intensity of flights, similar situations arise when people hopelessly stand near conveyor belts and wait for their suitcases, but such waiting does not bring any results. Let's find out how to behave and what to do if your luggage is lost at the airport.

Basic rules when checking in your luggage

To protect yourself from such a scenario, you should adhere to the basic rules when preparing and handing things over to the luggage compartment:

• Please check with your airline in advance about the weight limits allowed for transportation, as well as the list of permitted and prohibited items.
• Do not forget to take an additional amount if you know that your luggage exceeds its normal weight - you will have to pay extra for overloading, and this is often a significant cost.
• Having arrived at the airport terminal, you must immediately find your check-in counter and check your luggage there. Electronic displays and signs will help with this.
• When transporting fragile items, you can additionally mark the suitcase with a Fragile label, taken from the manager, and take musical instruments or baby strollers with you on board or send them to the oversized luggage compartment.
• When preparing for a flight, you can purchase a suitcase in a bright or strange, unusual color - this will help you recognize it in advance. It's also a good idea to identify your bag with a business card with your personal details, or a prominent ribbon or keychain. This will help with loss.

After check-in, your luggage will be sent to a special compartment of the plane, and you will receive it only after landing.

How to check baggage on connecting flights

If your tickets were purchased for a route with connections, there is no need to worry, because your baggage will be transferred automatically. But it is better to warn the reception about this again when checking out.

However, you should pay attention to your things in the following cases:

• If there is no direct transfer to flights of the same air carrier. Then you need to take things from the luggage compartment yourself and then check them in again;
• If you were warned about the absence of agreements between airlines, then you will have to pick up and drop off things between connections;
• When a certain agreement on declaration rules is in force between the countries of arrival, the passenger himself must first receive his luggage at the transit point and then hand it over at the transfer counter. Otherwise things will be lost;
• When purchasing 2 air tickets for two separate flights, do not forget about luggage, which also needs to be checked in again.

After arrival, you need to check the electronic display, where the number of the tape on which you can pick up your luggage will be displayed under the flight number.

Your things are missing

If this does happen, what should you do first to find your lost luggage? Of course, panic and frustration will not save this situation. Therefore, you should start doing the following:

• Get to the counter Lost&Found and draw up a loss report. You must enter your passport details, your air carrier, luggage tag information and give exact description suitcase;
• If there is no such counter, you need to contact airport employees or airline managers and draw up the same act and statement;
• The search will be based on information from the international World Tracer system, as well as among items left at other airports.

The search continues for exactly 3 weeks, if your luggage is found, it will be delivered to the nearest airport and you will be notified. Often, for compensation purposes, even delivery to your home address is possible.

Compensation for the loss of your luggage

Although most passengers find their lost items within 2-3 days, it is possible that a permanent loss may occur. In this case, monetary compensation is due. Russian airlines on average they pay 600 rubles per 1 kg. And European carriers in this case return the same weight of 20 dollars. It happens that companies, in addition to paying monetary compensation, also offer compensation for waiting for luggage, as well as sets for so-called baggage-free passengers, or pay for the purchase of these items.

You can file and submit a complaint for lost items within 1.5 years from the date of loss.

Tatiana Solomatina

How to return lost luggage: my experience with Aeroflot

Good day, friends! Lost your suitcase? It’s unpleasant, but it’s not worth killing yourself, it’s not the worst thing that can happen to you. Moreover, according to statistics, 90% lost bags are in the first two days. But in order to be among the lucky ones, you need to inform the relevant services about what happened. There is a certain procedure that it is better to know about in advance.

Today we will talk about how to return lost luggage. Read the article, at the end I’ll tell you how Aeroflot returned my bag a year after the incident. I don’t know whether to laugh or cry, but this is a real incident from my life.

When crossing long distances, people usually use an airplane. If you consider that you need to get to overseas countries, then he has no equal in this matter. Currently it is very popular and convenient transportation, but the ticket costs a lot. Passengers pay money and hope for a comfortable, conscientious flight. Unfortunately, sometimes when they arrive at their destination, they find out that their luggage has been lost by the air carrier.

What to do in such situations? How to return lost luggage? How can he even get lost? Let's look at these questions in more detail.

There are many reasons, from the banal human factor - the tag was poorly glued, the connection was not sorted out at a third-party airport, the passengers themselves mixed up the suitcases, to technical failures in the electronic baggage movement system.

Let's look at the statistics that cause luggage to be lost:

• No connection on connecting flights - 50%
• Problem with tags - 15%
• Owners do not take it - 15%
• Other reasons - 20%

Along with the old method of sorting luggage, innovations have been introduced in large air harbors and a new system for moving luggage has been established. I suggest watching a short video that shows the entire journey of luggage, from the plane to the belt. This will allow you to better understand the principle of delivering suitcases to major airports. I'm sure you've never seen anything like this before.

What to do if your luggage is lost?

Important! It is best not to delay the search and begin to resolve the issue immediately. There is no need to go to the arrivals area. Most often, the baggage search counter is located in the hall where the tape is spinning. It is rare, but it happens that the airport does not have this service, then you should directly contact the airline that made the flight.

We prepare documents

First of all, you need to notify the baggage tracing service about lost luggage. He will need to present his passport, luggage tag, and boarding pass.

The service employee will provide a receipt form that the passenger must fill out. Next you have to fill out a few more forms. The list of documents is different at each airport.

Standard documents are a statement from the passenger about missing luggage and a report (receipt) about its search.

You should not write in your application about your dissatisfaction with the carelessness of the airline employees. This is of no use.

You need to provide information that will help you find your luggage - full name, date of flight, flight number, address of residence, length of stay in the country, address of residence in the country, contact information, for example, telephone number.

Appearance of luggage

The statement should describe the lost luggage itself - its shape, its color, any distinctive characteristics, and the contents of the suitcase.

The employee will ask you to identify the shape of the suitcase using a table. Each piece of luggage is digitally coded and entered into a spreadsheet.

Important! It happens that when packing, luggage loses its shape. This happens when the film used to pack luggage compresses it, thereby giving it a different shape. This means that it is very easy to confuse your luggage with other luggage. Therefore, it is worth telling the service employee about this in order to make appropriate amendments to the search system.

Baggage assessment, paradox

The procedure ends with baggage assessment. This has its own difficulties.

According to the Air Code of the Russian Federation (Article 119), if baggage is accepted for air transportation with a declared value, then in case of loss, the passenger must be returned the declared amount. But in practice, rarely does anyone evaluate a suitcase before returning it, this payable service and it is not mandatory; there is no such clause in the contract between the airline and the passenger. Therefore, the carrier returns only the amount set by him - no more than 600 rubles per kilogram of cargo.

In principle, each airport compensates for damages differently. It happens that the carrier sets monetary restrictions.

What happens next?

Based on your data, the employee will register the application in the World Tracer search system. This automatic baggage tracing system allows you to find lost suitcase anywhere in the world.

After registration of all necessary documents, the specialist will issue a copy of the receipt with the case number and telephone numbers that the passenger can call and inquire about the results of the investigation.

When you arrive home or at a hotel, you shouldn’t relax. It is advisable to call the service daily and inquire about the ongoing investigation. During each telephone conversation, a different employee will speak to the passenger. Get ready to tell the “baggage” story more than once.

In addition, you can independently track the path of searching for lost luggage using the World Tracer system, using an identification number. If the baggage is recorded in the system, there will definitely be information there.

Baggage change

There are common cases when someone else's suitcase may be taken away by mistake in the baggage claim area. This situation is called baggage swapping. It is registered differently in the search system. In this case, they will look for the owner of the abandoned luggage.

But there is one caveat. While the documents are being processed, the passenger who took someone else’s luggage can already leave the airport. Therefore, if possible, it is worth insisting on a speakerphone notification. Then we can hope that the person who took the wrong luggage will hear this information.

IN international terminals luggage badges are not checked. The level of baggage exchange here is quite high. It's much easier for domestic flights. There, tags are most often looked at and inattentive passengers are immediately identified.

It is worth remembering that the system is not perfect, and it can make mistakes. You shouldn't trust her completely. You need to allow for the human factor, and not be afraid to look ridiculous in this whole situation. At the airport, it is better to be vigilant, look around, and do not hesitate to approach people and ask them to double-check whether they have taken their luggage. Timely steps taken will help avoid unpleasant situations.

Transit flight

If the passenger is in transit at the airport, and boarding for the next flight has already been announced, you must immediately contact the airline and report the situation. Some carriers accommodate the passenger halfway and delay the flight while the passenger completes the paperwork.

If there is no time for this procedure, then you can report the incident in writing and attach the necessary documents. The time limit for filing a claim is limited by the interests of the passenger. The carrier begins to consider the application within a month.

Official dates

• Within 21 days from the moment the plane arrives, they try to find the lost luggage.
• It will be officially considered lost on the 22nd day.
• The deadline for filing a claim for lost luggage is 6 months. This is for domestic flights. For international applications, this period reaches 18 months.
• The airline reviews the submitted application within 45 days. After this period has expired, they report their decision in writing. If the letter does not arrive, then the passenger has the right to file a claim and resolve this issue in court.

What payments and compensations are possible?

• Airlines Russian Federation They only give out 600 rubles per kilogram of cargo.
• During your search, major carriers may issue non-refundable credit for essentials such as underwear, toothbrush and toothpaste. This loan is approximately $50.
• Lawyers recommend keeping receipts for lost items. They can then be attached to the application, then the airline will compensate for the damage using these checks. But they determine the extent of the damage themselves. Perhaps it will be 50% of the amount on checks.

Baggage insurance

The easiest way to protect yourself from financial losses is to insure your luggage. But for this, again, you will have to fork out money.

Every insurance company offers this service. However, keep in mind that this measure will in no way save you from the problem of “staying naked” if your suitcase is lost on the way to vacation. Because you will receive the insurance payment only upon returning home.

The easiest way is to insure your luggage with the company where you purchased your medical insurance. You need to add this service when purchasing a policy. However, this option is not always profitable. It often happens that some insurance companies best deals for medical services, while others have better offers for other types of insurance. Here you need to carefully analyze the market and understand the issue. I wrote more about insurance.

Advice. Before you buy insurance, find out how much it will cost to check your luggage with the declared value of the compensation amount. This can be done for a fee. Perhaps this solution to the problem will be more beneficial for you.

How to avoid a lost luggage situation?

• You must make your suitcase “unique”. For example, attach a ribbon to its handle or stick bright tape over the packaging. This measure will not only allow you to quickly find it on the belt, but will also help other passengers not to confuse their luggage.
• Before checking in, be sure to clear your suitcase of stickers from old trips.
• It would be nice if you attach a tag with the owner’s contact information to your luggage.
• Make sure that the sticker is properly attached to your luggage during check-in.
• During a transit flight, your baggage is usually transferred to the next flight without your participation. However, it is still worth clarifying this issue when registering. But do not confuse a transit flight purchased with one ticket with a flight where you purchased tickets for each flight separately. In the second case, you will definitely have to receive and check in your luggage at intermediate points yourself.
• Statistics say that every minute someone loses their luggage. Therefore, it is worth being safe. Just in case, take hand luggage the most necessary and valuable things.

My experience with Aeroflot

Like many frequently traveling tourists, I also lost my luggage. It happened in 2015, the carrier of the ball was Aeroflot airline.

We were returning home from Thailand, the flight was long and we were very tired. Plus, I wasn’t feeling well on the plane; I wanted to get home quickly, go to bed and take some medicine.

Right before the flight, we took a swim so as not to put wet swimwear, fins and masks in the suitcase, and packed all this stuff in a separate bag. That’s why we missed her at Sheremetyevo.

Realizing that the bag was lost, we went to the baggage search counter, where there were already about 50 of the same “lucky” ones from our flight. With the last of my strength I filled out the paperwork and only after 30 minutes was I able to make my way to the counter.

Then it turned out that instead of the international passport data, I entered the data of the Russian document. I don’t know what hit me at that moment, I can’t explain my actions other than poor health and extreme fatigue.

Naturally, they gave me blank forms and told me to rewrite them. I didn’t stand in line again and fill out the huge footcloth again, it was beyond my strength, and the contents of the loss were not worth such agony. I gave back what I had filled out and said that I no longer wanted anything from the airline and that I was ready to forget about the lost luggage. She turned around, went home and forgot about the incident.

About a week later, a representative from the airline called me. I inquired about the reasons for refusing to search for lost luggage and the behavior of the employee with whom I spoke after the flight.

I said that I had no complaints against the carrier, that such a decision was related to my poor health and had nothing to do with them. I was offered to drive up to Sheremetyevo and fill out the paperwork again. She refused, because Sheremetyevo is not a nearby place, and I didn’t want to drag myself there because of cheap Chinese fins and probably rotten (they were wet) swimsuits and swimming trunks.

An Aeroflot employee warned me that I have a year. He said that if I happen to be nearby during this time, I can run in and arrange everything. On this, in fact, they parted, satisfied with each other.

11 months have passed, I have already managed to fly to other countries from Sheremetyevo 4 times, and I have never even remembered about the lost luggage.

Suddenly - a call. The Aeroflot lost baggage delivery service informs me that within 24 hours my bag will be delivered to my home (for a moment - Kratovo, 120 km from Sheremetyevo).

And they delivered it! And even though I didn’t need it anymore, naturally everything was rotten and moldy, and I immediately threw it away, and even if they brought it 11 months later - it’s a fact, they delivered it without any movement on my part. My surprise knew no bounds. Only applause!

Conclusion

Of course, my case is not a panacea. And if my luggage were valuable, I would act differently. But in any case, there is no need to despair - you are not the first passenger to lose luggage, and you will not be the last. Unfortunately, this is not uncommon. You shouldn’t spoil your nerves and delve into the reasons, because everything has already happened. What difference does it make now?

I can only say that Aeroflot’s baggage search and return system is well established, and as you can see, it has been personally checked. I think that other airlines are not lagging behind. So don’t be upset, this is not the worst thing that can happen in life!

I repeat. According to statistics, 90% of lost luggage is found quickly. The main thing is not to delay in registering the loss, do not be lazy and fill out an application.

You may be interested in the article, or.

With this I say goodbye to you. I wish everyone never to find themselves in such situations!

Tatiana Solomatina

Let's go out, let's go out... Hey, don't forget the parachutes!

What are flight attendants required to do in such a situation, and what can you do, and what should you do if airline or ground service workers claim that there were no forgotten items? To these questions from the editors incidentally Our good friend and number one on board with eight years of experience in the sky answers, referring to the instructions.

Algorithm of actions

The activities of flight attendants are strictly regulated by the company rules and the Air Code. For each case, they have the appropriate instructions, and throughout the entire period of work, knowledge of the instructions is checked by the company’s management. After the flight, flight attendants, according to the rules, must inspect the aircraft cabin for forgotten items. Everything that was found is recorded with its location. Further events can develop according to three scenarios, depending on how quickly the passenger came to his senses, who found the “surprise” and whether the airport is a base or transit airport for the airline.

1. If the passenger remembers the abandoned item while the plane is still on the ground and the passenger has not passed passport control, then he should contact the airline's ground representatives. They are called ramp agents. These are the people with walkie-talkies who meet passengers at the entrance. They need to give the flight number and seat number, and also describe the lost item. These people should radio the crew. This way you can return the item quickly. However, airport employees will be required to fill out acceptance certificates, so be prepared to spend some time.
2. If the passenger discovered the loss after the plane took off, then there may be options. If the airport is the base for the airline, then things will remain there. They will be transferred to the lost and found office (“lost and found”) with all the data about the place of discovery under the acceptance certificate. To pick up your item, you need to describe it and prove your presence on the flight. Ideally, you should show your boarding pass. Information about passengers is, of course, saved, but searching for it through the airport database will take more time.
3. If the airport is a transit airport for the airline, and the passenger remembers things when the aircraft has already left the airport, then things need to be looked for to the “lost and found” office of the airline’s “native” airport (obviously the one from which the plane flew in. You can search for luggage remotely on the website Airport Lost&Found . You can pick up your luggage under the same conditions.
4. If your lost item fell under the seat or remained in the seat, and was noticed not by an airline employee, but by an employee of a cleaning company, this means that the chances of getting it back are minimal. Employees of cleaning companies do not owe anyone anything. They can either leave the find at the airport, take it for themselves or throw it away - they do not have strict rules. Our stewardess friend clarifies that the conductors themselves can sometimes act dishonestly - although the likelihood of this is minimal. What if your colleagues snitch? But you can lose your job because of an iPad.

What to do if you forgot your equipment

Smartphones and tablets (but especially smartphones) are among the most commonly forgotten items on board an airplane. In addition to financial inconvenience, the loss of a smartphone can result in the loss of confidential information. Fortunately, most modern devices allow you to set up a remote lock feature. Take the time to turn it on and check the settings. Right now, yes.

For MacBook, iPhone, iPad

Here they talk in detail and not sadly about several ways to block Apple devices.

For Android

There is comprehensive information in this long and tedious video.

For Windows Phone

The procedure is described very well in this video.

But there's one catch: for all these services to work, the device must be turned on and connected to the network. So you have to wait until the person who found the gadget tries to use it.

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