If your baggage gets damaged or lost during your trip, go to the airport Lost & Found Office where you can file an official complaint by filling out a “Damaged Property Report” (DPR) or a “Property Irregularity Report” (PIR), according to circumstances.

Damaged baggage

Irreparably damaged items in some airports are refunded on the spot, in any case you may choose otherwise a new one from the stock available at each Lost & Found Office.
In some cities, you can replace your damaged luggage or have it repaired at shops that have a special agreement with us.
The list is available at Lost & Found offices. In this case you must provide the shop with:  

• the damaged baggage
• the original air ticket 
• the damaged baggage receipt  
• the original “damaged property report” (D.P.R.) filled in at the airport                                      

You can get a refund of repairs by sending the receipt and the same above-mentioned documents to:

In the UK, please contact:

Alitalia Baggage and Customer Relations

PO Box 564
Hounslow
TW3 9PQ
Email: customer.relationsUK@alitalia.it  
Fax: 0870 2255 088

In order to provide you with a faster and more efficient service, we suggest you to contact us via email rather than by post.   

Please note that this address is not open to the public.

For domestic flights: no later than 3 days from the issuing date of the D.P.R.
For international flights: no later than 7 days from the issuing date of the D.P.R.

In case of partially damaged contents, send a detailed list of the damaged items to the same Baggage Claims Department, along with any appropriate documents to support your claim. 

Mishandled Baggage

If your luggage has been mishandled, you can claim damages within seven days of filling out the Damaged Property Report, for international flights – and three days, for domestic flights – by sending a written complaint as a registered letter to Baggage Claims Department with.  

• a description of what happened
• the original receipt of your air ticket (not a photocopy)
• the receipt portion of the luggage label
• the Damaged Property Report filled out on arrival at the airport
• a detailed list of the items that are missing, damaged or have been tampered with, accompanied by any appropriate documents to support your claim.                             

Lost baggage

Delayed baggage can sometimes take up to 5 days to be delivered. Within the first 5 days contact our Baggage Queries Department for status updates on:

Telephone: 08448153649;
Fax: (020) 8990 1778;

After five days, if your luggage has still not been returned to you, please send the following documentation by recorded delivery, which will help us do a more exhaustive search:

• detailed list of contents of every item of unreturned luggage 
• air ticket and excess baggage receipt (if applicable)
• the receipt portions of the luggage labels
• the original of the Property Irregularity Report, filled out on arrival.
• A letter explaining the event and any receipts you may have, if claiming expenses due to delayed delivery 

Alitalia Baggage and Customer Relations 

PO Box 564
Hounslow
TW3 9PQ
Email: customer.relationsUK@alitalia.it  
Fax: 0870 2255 088

In order to provide you with a faster and more efficient service, we suggest you to contact us via email rather than by post.  

Please note that this address is not open to the public.

For Lost or Damaged Baggage Claims, please download here the form.

The information given in the Property Irregularity Report is inserted into WorldTracer, an automated tracking system which enables you to follow the search.   

Reimbursement of expences for costs incurred due to late baggage delivery must be sent to the Baggage Claims Department for claims on flights within Italy, please write no later than 14 days from the delivery of the luggage and 21 days for international flights.

Please note that we will always send correspondence to your nearest address whether permanent or temporary. Should you need to continue a claim at your permanent address; residents in other countries need to contact their nearest Alitalia Customer Relations Office.

Lost on board
If you have lost or forgotten an item on board or in one of the Alitalia reserved areas, go to the airport Lost & Found office, and they will get in touch with you if the item is found.

Mishandled Baggage 

(procedure for residents in Italy)
If your baggage is damaged, Alitalia will compensate you on your arrival at the airport, according to the type of damage, 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.

If you prefer a different solution, please fill the form and send us within 7 days from your date of travel any useful information along with the following documentation:

• P.I.R. (Property Irregularity report)
• Baggage tag
• Ticket receipt and/or boarding pass
• Original detailed estimate of repairs
• Statement of non-repairability issued by an official luggage repair shop
• Commercial value of the non-repairable baggage

If you are resident abroad, please check the relevant Alitalia Baggage Customer Relations Office section. Our officers will contact you at the address/number you provided in your communication.

Lost baggage

If anything is missing from your baggage, the Lost & Found officer will provide you with a copy of the Property Irregularity Report (P.I.R.).
Please fill the form and send us, within 7 days from delivery of your baggage, any useful information along with the following documentation:

• P.I.R. (Property Irregularity report)
• Baggage tag
• Ticket receipt and/or boarding pass
• Proof of damage

If you prefer, you may send averything by fax: to 199-125623 (from Italy only).
  
If you are resident abroad, please check the relevant Alitalia Baggage Customer Relations Office section. Our officers will contact you at the address/number you provided in your communication.