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Damaged or lost luggage

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If your baggage gets damaged or lost during your trip, it must be reported to the Lost & Found Office, at the airport of arrival where depending on the circumstances, a "Damaged Property Report" (DPR) or a "Property Irregularity Report" (PIR) will be completed. Please be advised that once you leave the customs area, no claim can be filed. A damaged baggage report will only be considered when the luggage is delayed in delivery.

Damaged baggage
As per the instructions received at time of filing a Damaged Luggage Report at the airport, you may contact directly the Luggage Repair Shop, at the address provided with the report.

You must provide the shop with:

  • The damaged baggage
  • Copy of the air ticket
  • The original "Damaged Property Report " (DPR) form filled in at the airport upon arrival.           
Alternatively, should you not be in close proximity to the addresses provided for the Luggage Repair Shop or in the case of partially damaged contents, please submit your claim in writing to:  

ALITALIA CUSTOMER RELATIONS  
P.O. Box 188 
Toronto, A.M.F., ON 
L5P 1B1      

Or by sending a FAX to: (905) 673-6089 
 
No claims can be accepted by phone or email. 
Included in your claim you must include the following supporting documentation:
  • Copy of air ticket
  • Bag tags
  • Copy of the "Damaged Property Report" filled in at the airport upon arrival
  • Detailed list of damaged items (in the case of damaged contents).
Baggage claims must be submitted within 21 days of the Report (or within 21 days of their return to Canada). Claims will be denied after this time frame, with no exceptions.

Lost baggage
If you are not a resident of Canada and your lost baggage has not been returned to you within the same day, you will be given a "basic needs" kit.

Lost baggage claim inquiries is to be made through our Baggage Department at the airport for the first 5 days, after the 5th day you are to fill out and mail in the yellow envelope (given to you at  the airport at the time of making the claim) along with:

  • Copy of air ticket
  • Bag tags
  • Copy of "Passenger Irregularity Report" (PIR)
  • List of contents
  • Original expense receipts   
The mailing address is:

ALITALIA CUSTOMER RELATIONS
P.O. Box 188
Toronto, A.M.F.
ON, L5P 1B1  

Or by sending a FAX to: (905) 673-6089

no claims can be accepted by phone or email.

Baggage claims must be submitted within 21 days of the Report (or within 21 days of their return to Canada). Claims will be denied after this time frame, with no exceptions. 
  
The information given in the Property Irregularity Report is inserted into WorldTracer, an automated tracking  system which enables you to check how the search is progressing. 

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.