Lost, Delayed or Damaged Baggage

Passengers embarking on international journeys, which may include stops or destinations in countries other than their country of origin, should be aware of the provisions of the Warsaw Convention, which may apply throughout the entire journey, or for segments wholly within the country of origin or destination.

For passengers traveling to, from, or with agreed stopping places within the United States of America, the Warsaw Convention and special contracts of carriage outlined in applicable tariff s establish liability limitations for certain carriers. These limitations typically restrict compensation for death or personal injury to passengers, and in most cases, the limit is set at US$75,000 per passenger. Importantly, this liability limit is not contingent upon the carrier's negligence.

For passengers travelling with carriers that are not party to such special contracts or on journeys that do not involve the United States of America, liability limits for death or personal injury to passengers are generally around US$10,000 to US$20,000. You can obtain the list of carriers that are parties to these special contracts at their designated ticket offices, and they will supply this information if you request it.

Passengers seeking additional protection beyond these liability limits can typically secure it by buying insurance from a private company. Importantly, such insurance remains unaffected by any restrictions on the carrier's liability as defined by the Warsaw Convention or special contracts of carriage. For more detailed information, we recommend you consult your airline or contact your insurance company.

Note:

• The liability limit of US$75,000 mentioned above includes legal fees and costs, except in cases where a state provides for a separate award of legal fees and costs, in which case the limit is US$58,000,exclusive of legal fees and costs.
• If your journey includes an ultimate destination or stop in a country other than your country of departure, the Warsaw Convention may be applicable. This Convention governs and often limits the liability of carriers in cases of death, personal injury, and the loss of or damage to baggage.

This notice outlines the liability limitations for the loss or damage of baggage during your travel. Please carefully review the following information:

International Travel:
For international travel, the carrier's liability is determined in accordance with the provisions of either the "Convention for the Unifi cation of Certain Rules of International Carriage by Air (Montreal, 28 May 1999)" or the "Convention for the Unifi cation of Certain Rules for International Carriage by Air (Warsaw, 12 October 1929)." These determinations are made according to the rules established by international agreements.

Travel Within the USA:
Federal regulations require that, for travel entirely between points within the United States, an airline’s liability is up to US$2,500 per passenger. In some cases, passengers have the option to declare an excess valuation for certain types of articles. Please note that certain carriers may not assume liability for fragile, valuable, or perishable articles. Additional details can be obtained directly from the respective carrier.

Air Astana's Liability for Checked Baggage:
If the contents of your checked baggage are classified as ‘valuable baggage’, it is advisable to consider insuring your baggage. It's important to be aware that Air Astana, like most major airlines, does not accept liability for certain types of damage to checked baggage. This includes issues such as broken wheels, lost pull straps, damage to baggage handles, and minor damages like scratches, scuff s, stains, dents, cuts and dirt that result from normal wear and tear.

Passengers are encouraged to take appropriate measures, including insurance, to safeguard valuable items and to be aware of the specific policies and regulations of the carrier they are travelling with.

If you discover that your baggage is damaged when you collect it at the airport, please contact the Lost & Found department immediately. Our staff will document the damage to your baggage and assist you in filing a claim for baggage damages.

You should take photographs of the damaged baggage and submit them with the form on this page, along with the following required documents:

• A written claim specifying the extent of baggage damage
• A baggage tag
• A valid identity document
• The Property Irregularity Report (PIR)

The process of tracing delayed baggage is typically conducted within 21 days from the date that a passenger submits an application. If, after this 21-day period, the baggage is still not located, passengers have the option to file a written claim with the carrier. You can submit a claim for reimbursement of any expenses related to baggage loss on this page.

To process your claim, please ensure you attach the following scanned documents:

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

If you do not locate your baggage on the carousel in the arrivals area, it is essential that you go immediately to the baggage tracing department, Lost & Found, before you leave the arrivals area. The Lost & Found staff will help you fill in the required form to report it. To monitor the status of your delayed baggage you can click on this link to check its progress.

For any inquiries related to the tracing of your delayed baggage, please call the telephone number specified in the Property Irregularity Report (PIR).

Alternatively, you can contact the Air Astana Lost & Found department, which operates 24/7, using the telephone numbers or email addresses provided below.