Passenger services Information Arrival


Dear passengers

If you are making a transfer at Sheremetyevo, please turn to Transit Passengers.

Collect your baggage in the Baggage Claim zone.

Oversized baggage and baby carriages can be collected in the special baggage collection zone.

If you do not find your baggage after all the bags have been claimed, do not leave the area. Go to the desk marked “Lost and Found” for further instructions. The staff officer at the desk will fill out a Property Irregularity Report (PIR form) and advise you as to what to do next.

To inquire about the search for your lost baggage, please call the Sheremetyevo call center at +7 495 578 6565/ +7 495 544 3325 or +7 495 664 1499 (Lost and Found Service for Aeroflot passengers).

Please ask your airline about the conditions of returning your lost baggage.

If the baggage was lost or damaged during transportation, please contact your airline. In accordance with the legislation of the Russian Federation and the International Rules of Air Transportation your airline shall be responsible for your baggage after it is checked in and until your receive it.

According to the legislation of the Russian Federation, the search for your baggage will continue for 21 days. If your baggage is never found, please contact your airline to ask for compensation.

If your baggage is damaged or some of the contents are missing, please contact your airline no later than 7 days after you receive the baggage.

If you leave the baggage claim area without a lost or damaged baggage act, a new act can only be put together by an airline representative.