Frequently Asked Questions (FAQ) About Delayed Baggage

If your baggage is not delivered, please contact the Baggage Assistance Office at your arrival airport to complete a Property Irregularity Report (PIR), a copy of which will be provided to you. Please report the delay promptly; at most airports, it is best to do so both online and at the baggage claim office.

Once you report your baggage delay, you will receive a written confirmation by email containing a reference number (PIR code, e.g., FCOAZ12345). We recommend that you leave the airport only after your information has been correctly transmitted and you have received a reference number. Please keep this with your flight documents, especially your boarding pass and baggage receipt. Your baggage will be dispatched and delivered to you as soon as possible. You can check the status of your report at any time on the ​Baggage Status pageThe link will be opened in a new browser tab.

During the reporting process, we recommend that you also opt in to receive status updates directly via email. If you are not receiving notifications about the status of your baggage, you can also activate them later by accessing the ​Baggage Status pageThe link will be opened in a new browser tab.

To track your baggage online, please use your reference number (PIR code, e.g., FCOAZ12345).

Delivery delays may occur during peak travel seasons. However, we will do our best to resolve any issues as quickly as possible. We thank you in advance for your understanding.

If your baggage has not been found within 45 days of reporting it, it will be considered lost.

If your baggage was delivered late, you can submit a report using our ​contact formThe link will be opened in a new browser tab.

The arrival airport office will contact you as soon as your baggage is found; however, you can also check the status of the search yourself using our ​baggage tracing serviceThe link will be opened in a new browser tab.

If your baggage has not been found within 2 days of the PIR creation date, please provide a detailed list of its contents, specifying the PIR number and the corresponding baggage tag number:

• By email to: ​[email protected]The link will be opened in a new browser tab
• By fax to: 06 65433114

Delayed baggage should be reported promptly—if possible, while you are still at the airport and preferably online. If this is not possible, we recommend reporting the delay to the local baggage service office.

You can usually report your delayed baggage online up to three days after your arrival. If you do not report your missing baggage immediately, it is the passenger's responsibility to prove that the issue occurred during the flight. If you are unable to report your delayed baggage online or if you experience technical issues, please contact our baggage service office located in the airport's Arrivals area. Consult the website of your arrival airport for contact information to visit the office in person.

Responsibility for baggage always falls on the airline that operated your flight to your final destination. If your last flight was not with ITA Airways, please report the baggage delivery delay to the airline that flew you to your destination.

At most airports, you can report delayed baggage online upon arrival. This online service can only be used if you arrived at your destination within the last three days on a flight operated by ITA Airways, Austrian Airlines, Brussels Airlines, Lufthansa, or SWISS, and have not yet reported the delay.

At some airports, online reporting is not permitted due to local customs regulations. If the online service is not available at your arrival airport, we recommend reporting the missing baggage directly at the baggage service desk. You can also report the delay at a later date, provided it is within the applicable timeframe. However, in such cases, it will be the passenger's responsibility to prove that the issue occurred during the flight.

If you are unable to report your baggage delay online or experience technical difficulties, please contact our baggage service desk, located in the airport's Arrivals area. Consult your destination airport's website for contact information and to visit the office in person.

Yes. If you have multiple bags that were not delivered, please include them all in a single report. Use the online service to add the tag numbers and descriptions for each bag.

Once we receive your report, we will search for your baggage using the global tracking system. The information you provide will help us locate your baggage and return it as quickly as possible. For this reason, we may also ask you to provide additional information, including a list of the bag's contents, typically if we are unable to locate it within five days.

To track your baggage status online, please use your reference number (PIR code, e.g., FCOAZ12345).

If you are unable to find the information you need, you can contact us at the telephone number provided in the written confirmation you received from the Lost Baggage Office, or in the attachment of your confirmation email if you reported the delay online.

Delivery delays may occur during peak travel seasons. However, we will do our best to resolve any issues as quickly as possible. We thank you in advance for your understanding.

You can view the updated status of your report at any time on the ​Baggage Status pageThe link will be opened in a new browser tab. We will also send you updates whenever your status changes or if we need additional information. To send you these notifications, we require your consent. You can provide it when you report the issue—either at the lost baggage office or online—or later through the ​Baggage Status pageThe link will be opened in a new browser tab.

If your baggage is not located within 45 days of the initial report, it will be considered lost.

If your baggage was delivered late, you can submit a report using our ​contact formThe link will be opened in a new browser tab.

The arrival airport office will contact you as soon as your baggage is located. You can also check the status of the search yourself at any time, using our ​baggage tracking serviceThe link will be opened in a new browser tab.

If your baggage has not been located within two days of the PIR creation date, please send a detailed list of its contents, indicating the PIR number and the corresponding baggage tag. You can do so:

• By email to: ​[email protected]The link will be opened in a new browser tab
• By fax to: 06 65433114

If your baggage has been scheduled for a specific flight, you will receive an email notification. Due to timing, aircraft weight restrictions, or limits on the number of delayed bags that can be carried to certain destinations, your baggage may be loaded on a flight other than the one originally scheduled. In this case, your baggage will be transported on a later flight, and we will notify you of the change by email. For updated information, please visit the ​Baggage Status pageThe link will be opened in a new browser tab.

Once your baggage arrives at the destination airport, it must undergo internal processing and customs clearance. It may take some time before we can hand it over to a courier for delivery or notify you by email that it is ready for collection. If we have already notified you that your baggage has been handed over to a courier, they will contact you to schedule a delivery date. Delivery times may vary depending on the volume of baggage or the delivery time. We encourage you to come to the airport for collection only after receiving our notification.

If you are unable to find the information you need on the ​Baggage Status pageThe link will be opened in a new browser tab, or if you need to modify your data, please refer to the contact details provided in the written confirmation you received at the lost baggage desk, or in the attachment of your confirmation email if you reported online.

Please be aware that our Service Center and social media teams cannot provide specific updates on the status of your baggage, as they have access to the same information available on the ​Baggage Status pageThe link will be opened in a new browser tab. We will contact you as soon as we have an update regarding your baggage.

Once you report your baggage delay, we will work to locate it in our global system and return it to you as quickly as possible.

If your delayed baggage contains a Bluetooth tracking device (e.g., Apple AirTag or Galaxy SmartTag), please activate "Lost Mode" on your smartphone and provide an email address to help us identify your baggage via the device.

If your delayed bag contains an Apple AirTag or an accessory compatible with the "Find My" app, you can also generate a link to the device's location from the app on your iPhone, iPad, or Mac. If we cannot locate your bag within 48 hours, we will notify you so that you can send us the link to help us find it.

To send you the aforementioned notification, we require your consent. You can provide it when you report the issue—either at the lost baggage office or online.

Once your baggage arrives at the destination airport, it must undergo internal processing and customs clearance. It may take some time before we can deliver it to you or before it is ready for collection, depending on the option you selected. Please do not go to the airport until specifically requested; your baggage may be stored in an area inaccessible to the public and may not yet be available for pick-up.

Once your baggage arrives at the destination airport, it must undergo internal processing and customs clearance; therefore, it may take some time before it can be returned to you or made available for collection. Depending on the option you selected, we will send you an email when your baggage is ready for pick-up or when it has been handed over to a courier. The courier will contact you as soon as possible to schedule a delivery time at the address you provided.

Most delayed bags are recovered within 24 hours. Once your bag arrives at the destination airport, it may take some time before you can collect or receive it due to internal processing and customs clearance. You will receive an email as soon as your bag is handed over to a courier or when it is ready for collection, if you have chosen that option. Delivery delays may occur during peak travel seasons. However, we will do our best to resolve any issues as quickly as possible. Thank you for your understanding.

In some cases, the airport cannot guarantee in-person baggage collection at short notice. If this occurs, we will notify you.

You can update your contact information and delivery address on the Baggage Status page. Please note that changing the delivery address is only permitted until the baggage has been handed over to the courier.

If you are unable to change your information online, please refer to the contact details provided in the written confirmation you received at the lost baggage desk, or in the attachment of your confirmation email if you reported the delay online. We will notify you by email as soon as your baggage has been handed over to the courier, who will then contact you to arrange a delivery date.

Once your baggage arrives at the destination airport, it must undergo internal processing and customs clearance. Therefore, it may take additional time before we can hand it over to a courier for delivery. If we have already notified you that your baggage was handed over to a courier, they will contact you to schedule a delivery date.

Delivery times may vary depending on the volume of baggage or the delivery time. If your baggage cannot be delivered as planned, the courier will contact you again to reschedule. Please come to the airport for collection only after receiving our notification.

If your baggage is delayed at your destination, you may purchase essential items—such as toiletries or clothing—and submit the receipts for reimbursement. Please retain all receipts so you can request reimbursement later.

Important:

• We recommend that you always carry valuables, such as jewelry, money, or medications, in your carry-on baggage.
• Please note that if your baggage is delayed, you are responsible for minimizing the cost of replacement purchases (the "duty to mitigate damages"). The airline will provide a proportionate contribution to these costs.
• You may also request a refund for replacement items purchased after returning home. However, the duty to mitigate damages still applies. We will not reimburse expenses for items that were likely already available in your home.

The airline will contribute a reasonable amount toward the cost of purchasing toiletries and clothing. Liability is governed by the Montreal Convention. Please remember that under the Montreal Convention, you are required to mitigate expenses in the event of delayed baggage.

After reporting your baggage delay (either at the airport or online), you can request reimbursement for the expenses incurred using the reimbursement form. Please retain all original receipts to support your request.

You can request reimbursement for the cost of replacement items up to two years after your flight, provided that the baggage delay was duly reported.

You are entitled to compensation for the loss of your baggage only if you reported the delay (either at the airport or online) within the applicable deadlines, completed the list of contents on the ​Baggage Status pageThe link will be opened in a new browser tab, and your baggage has been delayed for more than 21 days. In these cases, compensation for lost baggage must be requested within two years. The postmark or the automatic date of receipt for email notifications will determine compliance with the filing deadlines.

The maximum amount refundable in the event of total loss of baggage is established by the Montreal Convention.

Important:

• We recommend that you carry valuables, such as jewelry, money, or medications, in your carry-on baggage.
• Passengers are responsible for their own carry-on luggage.

An airline's liability for baggage is regulated by law. The compensation you are entitled to is established by the Montreal Convention. Compensation is paid in a currency called Special Drawing Rights (SDR). The Special Drawing Right (SDR) is an artificial accounting unit created by the International Monetary Fund (IMF). Currently, the maximum liability amount is 1,519 SDRs, which is approximately €1,900. This amount is subject to exchange rate fluctuations and may therefore vary.

Conditions for Montreal Convention Coverage:

The Montreal Convention applies to baggage claims only when the following criteria are met:

• An international or domestic flight between two member "Contracting States."
• Your checked baggage was delayed. The airline is responsible for this regardless of fault.
• You reported the delay and submitted the compensation claim within the deadlines established by the agreement.

You are entitled to compensation for the loss of your baggage only if you reported the delay (either at the airport or online) within the applicable deadlines, completed the list of contents on the ​Baggage Status pageThe link will be opened in a new browser tab, and your baggage has been delayed for more than 21 days. In these cases, compensation for lost baggage must be requested within two years. Please use the form below to request reimbursement.

If you notice that your delayed baggage has been damaged, you must notify the airline immediately in writing or by email. If you have accepted your checked baggage, it is presumed to have been delivered in good condition and in compliance with the contract of carriage, unless evidence to the contrary is provided.

You can contact Customer Service to request reimbursement for any substantiated costs using the request form.

Please note that if damage is not reported immediately upon discovery or, in the case of checked baggage, within seven days of receipt, the law excludes any compensation claim.

Furthermore, the airline is not responsible for damage to baggage contents (including fragile, improperly packed, or perishable items), unless such damage was caused by gross negligence or willful misconduct.