Depending on the type and extent of damage to your baggage, ITA Airways will give you a coupon towards the purchase of ITA Airways tickets* or a new piece of baggage with the same characteristics as the one that was damaged chosen from a catalog of merchandise produced by a leading luggage manufacturer, which will be delivered to your home (at some airports, this new baggage will be given to you directly at the airport). 

If you live in Italy and want to explore other options than those we offer, send an email to complaintsUS@ita-airways.com within 7 days of having filed the Property Irregularity Report (P.I.R.) or within 21 days of having taken delivery of your bag if the damage was ascertained after a delayed delivery. 
Remember to attach:

• A signed detailed letter
• The P.I.R. issued by the Baggage Assistance office
• The receipt of your flight ticket and/or boarding card
• A declaration of the type and extent of damage written by a specialized store, only if the damage was ascertained after a delayed delivery

If you do not live in Italy, get in touch with the Client Relations Office nearest you.

Please go to the Lost & Found office in the airport upon your arrival. They will open a Property Irregularity Report (P.I.R.) and will give you a copy. Please contact us at  complaintsUS@ita-airways.com  within 7 days of having filed the P.I.R. or within 21 days after delivery should you discover damages after receiving delayed luggage.

Remember to include the following in your written claim:

• A signed detailed letter
• The P.I.R. issued by the Baggage Assistance office
• Your Eticket receipt and/or boarding pass
• If damage was ascertained after a delayed delivery, please obtain  declaration from a specialized luggage shop with description of damages and if repairable.

Is there something missing from your luggage? 
Go immediately to the Assistance Baggage office at the arrival airport and send a report within 7 days of filing the Property Irregularity Report (P.I.R.) or 21 days after having received your baggage if the theft was ascertained following a delayed delivery.

Remember to attach a copy of the following documents:

• A signed detailed letter
• The P.I.R. issued by the Lost & Found office
• The tag or stub of the baggage tag
• The receipt of your flight ticket and/or boarding card
• A detailed list of any items you have declared tampered with, damaged or missing, with appropriate documentary evidence of the damage
• A copy of your filed Police report which includes a list of the items declared missing.