DAMAGED BAGGAGE

Whether at the arrival one or more baggage results damaged, it will be necessary to communicate it at the Lost and Found office of the airport, to open the related damage complaint, DPR (Damage Property Report). Then, an invoice with a reference number, will be delivered to you. Such complaint should be done, before leaving the delivery baggage area of the airport, otherwise Neos, reserves the right to refuse the request of repairs.

Whether the passengers should notice the damage once at home or at the hotel, the same can however present a complaint within seven days from the flight date, as provided by the law. In that case the passenger should be able to demonstrate that the damage occurred while the bag was under the airline responsibility.

Within our liability, and within the terms and conditions set in General Carriage Conditions, we will repair your suitcase or replace it. In order to speed up the damage management, we kindly ask you to contact our bag supplier G. Service S.n.c*, sending an e-mail to info@gservicebagagli.com, with all following documents:

1. the original damage report (DPR – damage property report)
2. copy of your boarding card and of the baggage tag
3. the form ASSISTANCE FOR UNDELIVERED OR DAMAGED BAG properly filled in and signed

For further information:
G. Service S.n.c. www.gservicebagagli.com
Viale Austria 5/E – 35020 Z.I. Ponte San Nicolò - (PD) –
Phone: +39 (0) 49-8962385 (from Monday to Friday 09.00-12.30 and 15.30-17.30)

If your baggage is too damaged to be used for the return flight, we authorize you to buy a new one with a maximum price of 100€. In this case, please send us the receipt of the purchase, together with the documents and according to instructions reported in the section REFUND REQUEST here below.

In case of damaged wheelchair/special equipment for disable passengers, stroller or special sport equipment, you may send your refund request according to instructions reported in the section REFUND REQUEST here below.

REFUND REQUEST

Any complaint or refund request 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

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, dents, 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 SpA doesn’t process any refund request for all the above mentioned minor damages because they do not prevent your luggage to be used again; but, as a commercial courtesy, we do authorize the Lost and Found offices in our airports to open a Courtesy Damage Report (Courtesy DPR) for insurance purposes. The Courtesy DPR doesn’t represent any acknowledging of Neos’ liability.