Declaring a baggage incident or lost property

What to do if your baggage is missing or lost

If your baggage is missing on arrival in Angola

Report this immediately to the TAAG Baggage Service desk in the arrivals hall (near the conveyor belt). A baggage file will immediately be opened, comprising of:

  • an inventory letter
  • the local number of the Baggage Assistance Service
A file number will be given to you. Keep it safe.

Please note that it is essential that damaged or pilfered baggage be reported within 7 days and delayed baggage within 21 days.

If your baggage is not located within 2 days

Fill out the inventory letter given to you when the file was opened, giving:

  • the colour and shape of baggage
  • a detailed list of all items contained in the baggage
Send this back to the Air France Baggage Assistance Service at the following address:

Air France
Service Assistance Bagages
TSA 13002
30035 Beauvais cedex
France

If your baggage is missing for more than 5 days

For the first 5 days following baggage loss

The TAAG Baggage Assistance Service of your arrival airport is responsible for following up your file. You may contact the Service at the telephone number given once your baggage file is opened.

Tel: +244 929 444 310

From the 22nd day following the loss


Air France does its utmost to find your baggage during the first three weeks following your official loss declaration. After this time period has lapsed, if your baggage has still not been located, you are requested to make contact with the Customer Care department in your country of residence.

For all residents in Africa (Angola, Lesotho, Swaziland, Zimbabwe, Mozambique, Botswana, Namibia and South Africa), please refer to the Customer Care claim form attached.

If your baggage is missing on arrival outside of Angola

Report this immediately to the Air France Baggage Service at the airport where you land.

A baggage file will immediately be opened. It comprises of:

  • an inventory letter
  • the local number of the Baggage Assistance Service
A file number will be given to you. Keep it safe.

Please note that it is essential that damaged or pilfered baggage be reported within 7 days and delayed baggage within 21 days.

If your baggage is not located within 2 days

Fill out the inventory letter given to you when the file was opened, as accurately as possible, giving:

  • the colour and shape of baggage
  • a detailed list of all items contained in the baggage
Send this back to the Air France Baggage Assistance Service at the following address:

Air France
Service Bagages CDG-LZ
Aéroport Charles de Gaulle
BP 10201
95403 Roissy – Charles-de-Gaulle cedex
France

If your baggage is missing for more than 5 days

For the first 5 days following the loss

The Air France Baggage Assistance Service at your arrival airport is responsible for following up your file. You may contact the Service at the telephone number given once your baggage file is opened.

From the 22nd day following the loss

Air France does all it can to find your baggage during the first three weeks following your official loss declaration. After this time period has lapsed, if your baggage has still not been located, you are asked to make contact with the Customer Care department in your country of residence.

For all residents in Africa (Angola, Lesotho, Swaziland, Zimbabwe, Mozambique, Botswana, Namibia and South Africa), please refer to the Customer Care claim form attached

Delay claims

If your baggage has been found and delivered, but it is several days late, we cover first necessity costs that you may have incurred owing to this inconvenience (for example, toiletries, clothes, etc.) Please note that this is only applicable if the delay is experienced outside your country of residence.

To receive a refund, you must send a letter with your original expenditure documents (invoices, etc.) no later than 21 days after your baggage has been delivered.

If your country of residence is in Africa (Angola, Lesotho, Swaziland, Zimbabwe, Mozambique, Botswana, Namibia, and South Africa) please send to the following address:

Air France Customer Care Department PO Box 700-11511, Cairo, Egypt

If your country of residence is not one of the countries mentioned above, then please send to the address below:

Air France
Service Assistance Bagages
TSA 13002
30035 Beauvais cedex
France

Damaged Baggage

If you find that your baggage is damaged upon arrival in Angola:

Report this immediately to the Air France Office at the airport where you land. A Damage Property Report (DPR) will be created and a file number given to you.

Once this report has been drawn up, contact Luanda 4 de Fevereiro Airport Air France Office.
Tel: +244 927 791 020 (Monday - Saturday)

If your baggage is damaged upon arrival in a country other than Angola

Report this immediately to the Air France Baggage Service at the airport where you land. A Damage Property Report (DPR) will be created and a file number given to you. The local Baggage Service will explain the procedure to follow in order to carry out any repairs.

If damage is noticed after you have left the airport

Submit a claim within 7 days of the date you received your baggage, attaching the originals of the following documents:

  • ticket receipt
  • boarding passes
  • baggage label(s)
  • the Damage Property Report (DPR) created at the destination airport
  • expenditure documents
Send this claim to the Air France Baggage Assistance Service address as follows:

If your country of residence is in Africa (Angola, Lesotho, Swaziland, Zimbabwe, Mozambique, Botswana, Namibia and South Africa).

Air France Customer Care Department PO Box 700-11511, Cairo, Egypt

If your country of residence is not one of the countries mentioned above

Air France
Service Assistance Bagages
TSA 13002
30035 Beauvais cedex
France

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