GENERAL INFORMATION
The baggage registered at check-in is processed at the departure airport for normal security and customs controls and – after the airport staff authorization – it will be sent to the wharfs to be embarked in the aircraft.
Since all bags are very similar, we suggest you put an identification tag on it, with name, address and the destination of your trip. In order to make your baggage even more recognizable, it could be a good idea to / you could customize it by adding add a little coloured bow on the handle or put / by putting a sticker on it.
Ensure that your baggage is sturdy enough, compact and well locked, to withstand any possible damage that may be caused during the flight. As specified in Carriage Conditions, it is forbidden to include certain items in your checked-in baggage, such as precious objects (e.g. jewels), computers and electronic devices, keys, important documents (including passports), medicines or medical equipment.
For further information, please read our Carriage Conditions.
ITEMS FORGOTTEN ON BOARD
If you have lost an item on a plane, at the airport or at a security checkpoint, we suggest you contact directly the Lost and Found offices of the involved airports.
DELAYED / LOST / DAMAGED BAGGAGE
If you are experiencing a problem with delayed, lost or damaged baggage you must file a claim (Property Irregularity Report) before leaving the airport at Airport Baggage Service Desk. You will obtain a 10-character File Reference Number which you have to refer when complaining.
Together with the Reference Number, you will also receive:
- ASSISTANCE form with the procedure to file a Refund Claim;
You can always check the status of your claim by entering your Reference Number at the following link:
http://www.worldtracer.aero/filedsp/no.htm
If you are unable to check on-line, for the first five days after the flight, you can receive information about your lost luggage by contacting the Lost and Found service of the arrival airport.
LEGAL NOTICE: if you leave the airport without filling in the Property Irregularity Report, Neos cannot provide any assistance and reserves the right to validate your baggage loss.
In case of damage, delay, loss or destruction of the baggage during the flight, the passenger must report to the Lost and Found office on arrival and send written notification to the air carrier within 7 days.
In case of delayed or missing baggage, the passenger must send written notification no later than 21 days from the date on which the baggage was supposed to arrive. If after 21 days the baggage cannot be located, it will be deemed lost.”
REFUND REQUEST
Any complaints or refund requests shall be sent via web, through our online form, available at the following link: www.neosair.it/en/customerservice
After signing up and logging in, from your personal area you will be able to upload the following documents, needed to process your ticket:
- a copy of the Property Irregularity Report file, opened at the airport of arrival (PIR)
- a copy of your travel documents and boarding card
- the related baggage tag number
After filling in your complaint, you will receive an email with your ticket number and further information. Neos will reply all passengers’ complaints within 30 days after passenger’s notification. Logging into your personal area, at any time you will be able to check your ticket’s working progress.
IN CASE OF MINOR DAMAGES
It could happen that, due to normal handling activities, or problems related to the flight itself, your baggage could suffer from minor damages such as little cuts, scratches, zip/wheels/padlocks/belts/ handles break or dent, for which the Airline Company accepts no responsibility. You can help prevent such damages by packing your suitcase in the most accurate way and following the manufacturer's weight and capacity recommendations.
As reported in the form Statement for minor damages, Neos S.p.A. doesn’t provide any refund for all the above-mentioned minor damages but we do authorize the Lost and Found offices at airport to open a Courtesy Damage Report (Courtesy DPR) for insurance reason only. This means that you can use it to get a reimbursement from any other personal insurance you stipulated. This claim represents a courtesy to our customers and doesn’t imply any acknowledging of Neos’ liability.
CUSTOMER SERVICE: Click here to enter the online form and send your request
