If you weren’t delivered your baggage, the first thing to do is to go to the baggage claim desk, placed inside the custom area. Once there, you must fill in the Property Irregularity Report (PIR). This file contains a reference number (e.g. MXPNO12345), through which Neos and the airport staff are able to track the baggage as soon as possible. You can always check the status of your report simply by entering your reference number at the following link: http://www.worldtracer.aero/filedsp/no.htm. For the first five days after the flight, you could receive information about your lost luggage, by contacting the Lost and Found service of the airport. You will find their number in the PIR file.
Together with the PIR file, you will be delivered also the ASSISTANCE FOR UNDELIVERED OR DAMAGED BAG form, reporting the procedure to follow - once back from the travel - to request a refund. You will also receive the BAGGAGE DESCRIPTION. form. For a prompt management of your mishandled baggage, we kindly request you to send a copy of it properly filled, to the e-mail address lostandfound@neosair.it. According to IATA regulation, the passenger is requested to provide the carrier with the baggage content list within 21 DAYS from the flight date, after that time limit, he/she will lose the right to be granted a deeper secondary tracing. Scanned copy of the content list should be emailed to: lostandfound@neosair.it.
NOTICE: if you leave the airport without having filled in the PIR report, Neos cannot provide any assistance and reserves the right to validate your baggage loss. In some airport, the staff might supply you a manual PIR instead of an electronic one, in that case it is recommended to send it promptly at the following e-mail address: lostandfound@neosair.it.
As soon as your baggage will be found, if you are still on holidays, it will be sent to your destination, by the first available flight. In case you would be already at home, it will be delivered by our trusted courier, at your permanent address at Neos’ expenses.
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.
