After the flight
Claims
You have several possibilities to make a claim.
Phone call:
You can reach our agencies or our headquarters by calling us (please find our access numbers in the contact section). Our agents will be entirely at your disposal and show you the best way so as to solve your problem as quickly as possible.
Direct contact with Air Burkina:
You can choose to go directly to the headquarters or our country offices where you live. If so, you have to handle your ticket or boarding pass or any other document that can easily help us find a solution to your claim.
By e-mailing:
Whether in the case of loss of baggage or spoilage of any of your belongings, you just have to mention the nature of your request and provide us with any additional detail in an e-mail you will send to the following address: resaweb@air-burkina.com
In case of lost of baggage:
Baggage incidents are usually linked to 3 aspects:
- Missing baggage (delayed, not embarked, picked up by another passenger by mistake),
- Damaged baggage (wet, dirty etc.),
- Despoliation (when some of the contents appears to be missing or stolen).
If any of those incidents occur, please e-mail us at: resaweb@air-burkina.com
Delayed and lost baggage should be reported to Ethiopian Office at the airport immediately after the arrival of your flight and no later than 4 hours after discovery of the delay in writing. Beyond that time limit, Air Burkina is not responsible any more for the lost baggage.
What Air Burkina does
As soon as we receive your claim, you have to fill a baggage claim form. In that document, you’ll be able to make a full description (aspect, contents) of the lost luggage.
We shall not take into account the declaration of lost baggage if you do not have the baggage tag with your name on it.
Concerning every missing baggage, as soon as we launch the research procedure we begin by a primary search which lasts 5 days. If the baggage is not found within 21 days, your file is sent to the headquarters for your refunding.
Objets précieux, fragiles, périssables
The carrier is not responsible for the loss or damage of the following:
- money, currencies, jewerly, precious metals
- checks, medals, diplomas…), business papers, passports, identity cards, keys…
- valuables (movie camera, photo camera, video tape recorder, DVDs, computers or laptops, watches, glasses…)
- perishable goods (sea food, fish, etc.)
Any perishable good that is left unattended for 24 hours will be destroyed.
How to compose the application file
The whole file consists of the following elements:
- the original baggage tag;
- the original of the passenger ticket receipt or a copy of the number of ticket in case of electronic tickets;
- the original boarding pass;
- An inventory letter mentioning the details of the lost items
Indemnification
In certain cases of delay in the delivery of luggage, Air Burkina can compensate the passengers for the inconvenience of waiting.
In case any lost baggage should be refunded owing to the airline’s full responsibility, the compensation is made on the basis of 20 USD per Kilogram of checked baggage.