Complaints and returns

We are doing our utmost to prevent any delays of our flights! Please bear in mind that the security and safety of passengers and crew are our main priority and the team of Bulgaria Air will never compromise on this

For clarification of the procedure in case of irregularities in connection with your baggage please mail a written inquiry to the company at (1 Brussels boulevard, city of Sofia, 1540, Complaints and Claims Department) or to the following e-mail address: lf@air.bg

If your flight is cancelled, for which you hold a valid reservation, you are entitled to certain rights in accordance with Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11.02.2004. The aviation company which carries out the irregular flight is responsible for guaranteeing the rights to which you are entitled.

If you flight is performed with a long delay, for which you hold a valid reservation, you are entitled to certain rights in accordance with Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11.02.2004. The aviation company which carries out the irregular flight is responsible for guaranteeing the rights to which you are entitled.

If your flight is cancelled, or performed with serious delay or you are denied boarding involuntarily on a flight for which you hold a valid reservation, you are entitled to certain rights in accordance with Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11.02.2004. The aviation company which carries out the irregular flight is responsible for guaranteeing the rights to which you are entitled.

You must report any damage or partial loss of the contents of the baggage upon arrival at the relevant airport to the Lost & Found Office before clearing Customs. Lost & Found will make a Damage report.
For clarifications of the procedure for repairing any damage to your baggage please mail a written inquiry to the company at (1 Brussels boulevard, city of Sofia, 1540, Complaints and Claims Department) or to the following e-mail address: lf@air.bg. You have to submit a scanned Damage report, within 7 days of the issuance of the Damage report.
Following a check and ascertainment that the damage is beyond repair please mail a written inquiry to the company at (1 Brussels boulevard, city of Sofia, 1540, Complaints and Claims Department) or to the following e-mail address: lf@air.bg.  You are kindly requested to submit your written claim, accompanied by the requisite original documents by mail with return of receipt to the address shown below within 7 days of the issuance of the Damage report.

You must report the absence of your baggage upon arrival at the relevant airport to the Lost & Found Office before clearing Customs. Lost & Found will make a Property Irregularity Report – PIR.
 
You are kindly requested to send your WRITTEN CLAIM, accompanied by the original/scanned documents required within 21 days of the issuance of the Property Irregularity Report – PIR.

All passengers of Bulgaria Air are entitled to free carriage of checked baggage (in the aircraft baggage compartments) and of cabin baggage on-board. The free allowances for number and types of baggage may vary depending on the travel class (business or economy) or of the type of aircraft, whereby the flight will be performed. Baggage transportation on regular lines also conforms to some general rules, which you need to keep in mind.

If travelling with a family pet (a dog or a cat) please make sure to contact the airline for confirmation at the time of the purchase of your ticket, because absent an advance request, the carriage of the pet may be denied.

Any claims must be accompanied by the following original/scanned documents:

 - Damage Report;
 - Statement of impossibility of repair;
 - Boarding passes;
 - Baggage tag(s);
 - Bank account/IBAN/SWIFT CODE;
 - Claim.

The claims must be accompanied by the following original/scanned documents:
- Property Irregularity Report – PIR
- Boarding passes
- Baggage tag(s);
- Receipt of payment of excess baggage fee (if any)
- Bank account/IBAN/SWIFT CODE
- Claim
- Exces