Damaged or lost luggage

If your baggage is damaged or lost during your trip, before leaving the airport, go to the Lost & Found Office where you will be given assistance

Damaged baggage (procedure for residents in Italy)
 If your baggage is damaged, the Alitalia airport offices will compensate you directly, according to the type of damage sustained, in one of the following ways:

- A coupon that can be used for purchasing tickets for future travel on Alitalia flights.
- A new suitcase with the same features as the one that was damaged, selected from a Bric’s catalogue, a leading Italian company in the luggage sector.

Should the proposed solutions not satisfy you, you will be given a copy of the Property Irregularity Report (P.I.R.) which must be sent by registered mail within 7 days of the date it was issued to the following address:

ALITALIA in A.S. 
Relazioni Clientela - Assistenza Bagagli
Casella Postale 118 Piazza Unità d’Italia, 13/b
90144 Palermo

Telephone: 199-137811
Fax: 199-125623  
(only for passengers resident in Italy)

 enclosing the following original documentation:
  
  • a description of the damage sustained along with the relative value
  • the airline ticket or electronic ticket receipt
  • the damaged baggage receipt          
If the contents of the luggage have also been damaged, the above documentation must include a detailed list of the damaged items, complete with the economic value of the damage sustained and any appropriate documents to support your claim.

If you are resident abroad, please see the Alitalia Baggage Customer Relations Office responsible for the area where you live. Our offices will contact you at the address/number you provide in your letter. 

Mishandled baggage
If anything is missing from your baggage, the personnel in charge will provide you with a copy of the Property Irregularity Report (P.I.R.).

In this case you may send a written claim to the following address:

ALITALIA in A.S. Relazioni Clientela Assistenza Bagagli Casella Postale 118 Piazza Unità d’Italia, 13/b90144 Palermo

Telephone: 199-137811
Fax: 199-125623   
(for passengers who reside in Italy only)

The claim must be sent by registered mail within 7 days of the date the P.I.R. was issued and the following original documentation must be enclosed:
  
  • A description of the damage sustained along with the relative value
  • The airline ticket or electronic ticket receipt;
  • The baggage claim receipt
  • The Property Irregularity Report (P.I.R.) filled out upon arrival at the airport
  • The claim presented to the Competent Authorities which must include a detailed list of the items declared missing from the registered baggage
  • The economic value of the damage sustained, supported by any appropriate documents.          
If you live abroad, please see the Alitalia Baggage Customer Relations Office responsible for the area where you live. Our offices will contact you at the address/number you provide in your letter.

Lost baggage
 If your baggage is lost, the personnel in charge will issue a Property Irregularity Report (P.I.R.) and a copy will be given to you.
If you are not a resident in the city of arrival and it is not possible to deliver your baggage to you within one day, you will receive a “basic needs” kit.
For the first 5 days that you are staying in the arrival city, you may contact the local Lost & Found Office (the phone number will be given to you when the P.I.R. is issued).

After the first 5 days, if your baggage has not been found, you will have to send all the documentation listed below by registered mail to the following address:

ALITALIA in A.S.  Relazioni Clientela Assistenza Bagagli Casella Postale 118 Piazza Unità d’Italia, 13/b90144 Palermo

Telephone: 199-137811
Fax: 199-125623  

(for passengers who reside in Italy only) 

Original documentation to be sent:
  • A detailed list of the baggage contents
  • The airline ticket or electronic ticket receipt
  • The receipt for excess baggage (if paid)
  • The baggage claim receipt for the missing luggage
  • The Property Irregularity Report (P.I.R.) filled out upon arrival at the airport.
If you reside abroad, please see the Alitalia Baggage Customer Relations Office responsible for the area where you live.
The information reported in the P.I.R. is input into an automatic research system called WorldTracer, thanks to which you personally can check the status of the search for your baggage.
 Requests for the reimbursement of expenses incurred due to late baggage delivery must be sent to the Alitalia Customer Relations Office responsible for the area where you live within 21 days of the date of baggage delivery.