Damaged or lost luggage

Baggage assistance 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
Should this service be unavailable in your city, you can get a refund of repairs by sending the receipt and the same above-mentioned documents within seven days of filling out the Damaged Property Report, for international flights – and three days, for domestic flights to the following address:

Alitalia Baggage Claims Department 
PO Box 1111
Crawley West Sussex
RH10 0AS
United Kingdom

Monday - Friday 10:00 to 16:00 hrs.
Telephone: +44 (0)870 2255 077
Fax: +44 (0)870 2255 088

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 Alitalia 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 Alitalia 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
If you do not live in the city of arrival and your lost baggage has not been returned to you within the same day, you will be given a 'basic needs' kit. 

After five days, if your luggage has still not been returned to you, you should send the following documents to the Alitalia Baggage Claims Department via fax or mail: 

  • 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 receipts you may have, if claiming expenses due to delayed delivery
In Ireland, please send to:

Alitalia Baggage Claims Department 
PO Box 1111
Crawley West Sussex
RH10 0AS
United Kingdom

Monday - Friday 10:00 to 16:00 hrs.
Telephone: +44 (0)870 2255 077
Fax: +44 (0)870 2255 088

For Lost or Damaged Baggage Claims, please download one of these forms:

Open as PDF Format or Word Format

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

Refund requests for costs incurred due to late baggage delivery must be sent to the Alitalia Baggage Claims Department  in the place where you are staying (even temporarily) within 21 days from the date of the baggage claim, for international flights – and 14 days, for domestic 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.

They are contactable on the following phone numbers: 01 8080381 or 01 8080382.