Claims and passenger rights
If something has gone wrong with your baggage or your flight, this page explains what you can claim for, how long you have, and what to send us.
When you can make a claim
You have the right to file a claim with us in the following cases:
- Loss of baggage
- Missing items from baggage
- Damaged baggage
- Delayed delivery of baggage
- Termination of the air carriage agreement on our initiative
- Flight delay, or failure to depart at the scheduled time through our fault
Deadlines for filing
| Situation | Deadline |
|---|---|
| Damaged baggage | Immediately on discovering the damage, and no later than 7 days from collecting your baggage. A property irregularity report must be completed with our service agent and signed before you leave the terminal. |
| Missing items | Immediately on noticing, and no later than 7 days after the flight lands. |
| Lost baggage | A claim is accepted once baggage has not been found for 21 days. You may file within 2 years of the aircraft's arrival, of the date it should have arrived, or of the date carriage was terminated. |
| Delayed delivery | As soon as the delivery period has been exceeded. The delay is counted from the end of the baggage claim window for your flight until you are notified that your baggage has arrived. |
What to include
Your claim should set out the reasons for filing it and the damage caused, a list of the items in the lost or damaged baggage, and the nature and extent of the damage. The cost of the damage must be proved by you.
Attach all documents supporting your right to claim:
- Air ticket
- Excess baggage payment receipts, or copies
- Baggage tag tear-off coupon
- Receipts for expenses incurred
- Property irregularity report
- Damage cost calculation
- Any other relevant documents
How long we take to respond
We will consider your claim and notify you of the outcome within three months, where the carriage was performed entirely on our own flights.
Where foreign carriers took part in the journey, this may extend to six months, subject to the claims settlement rules those carriers apply.
Limits of liability
| Situation | Limit |
|---|---|
| Baggage accepted with a declaration of value | The declared value |
| Baggage accepted without a declaration of value | USD 20 per kilogram of gross checked baggage or cargo, or the equivalent in manats at the official rate of the Central Bank of Turkmenistan on the day of payment |
| Items carried with the passenger, including unchecked baggage | USD 400, where the passenger was unable to keep them under their control and our fault in the damage or loss is proved |
| Delay in delivering baggage or cargo | A fine as provided by the legislation of Turkmenistan, unless the delay was caused by force majeure, by work to remedy an aircraft fault threatening the life or health of passengers, or by other circumstances beyond our control |
Except where a current international agreement of Turkmenistan provides otherwise.
Where to file
Claims must be submitted in writing. Within Turkmenistan, to the Ground Handling Control Service (Claim Group) in Ashgabat. Abroad, to a Representative Office of the airline.
Ground Handling Control Service — Claim Group, Ashgabat
- Address
- Ashgabat International Airport, 2nd floor
- Phone
- +993 12 23-55-69 (working days, 09:00–18:00)
- [email protected]
Other claims
- Legal Department
- +993 12 23-49-25
- [email protected]
- Ground handling
- [email protected]