After the flight

Meridiana fly



Customer care Services


Reports on operating adversities
Passengers who have had some inconvenience with the Company (cancellations, delays, overbooking or other inconveniences) must send a written complaint to Customer Relations Department who will take care to examine it and give feedback as soon as possible.

Please download the form, provide all the requested information and send it to the Customer Care Service, attaching a copy of your ticket and boarding card.

You can send the report by fax, mail or e-mail, whichever suits your needs; we do however recommend that once you start using one of these options, you continue to use the same for all future communications.


By post:
Meridiana fly S.p.A - Air Italy S.p.A.
Servizio Relazioni Clienti
Centro Direzionale
Aeroporto Costa Smeralda
07026 Olbia OT


By fax:
Meridiana fly S.p.A - Air Italy S.p.A.
Servizio Relazioni Clienti
+39 0789 52927
By E-mail:
in order to send your report, please scan the following documents onto your PC:
- the completed form
- your flight ticket
- your boarding card
and attach all of the above to this e-mail form.


Suggestions
If you wish to send your own suggestions to help us improve our services, and bring them into your line with your expectations, or if you would like to compliment us for a specific service or the resolving of any adversities, please download the relative form, completing it with all the required information, and send it to our Customer Care Service.

Suggestion Form  ||   Compliment Form

You can send the report by fax, mail or e-mail, whichever suits your needs; we do however recommend that once you start using one of these options, you continue to use the same for all future communications.



By post:
Meridiana fly S.p.A - Air Italy S.p.A.
Servizio Relazioni Clienti
Centro Direzionale
Aeroporto Costa Smeralda
07026 Olbia OT


By fax:
Meridiana fly S.p.A - Air Italy S.p.A.
Servizio Relazioni Clienti
+39 0789 52927
By E-mail:
in order to send your suggestions, please scan the following documents onto your PC:
- the completed form
and attach it to this e-mail form.

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Baggage Assistance

If you wish to complain about damage, tampering or misplacement of checked baggage ensure that
- before you leave the airport, you visit the Lost & Found Office where you will receive all the assistance you need.

Please find below the action you should take according to the type of adversity encountered:

Damage
If your baggage has been damaged, please visit the Lost&Found desk at the airport in which the damage was detected, and submit your complaint using the PIR – Property Irregularity Report.

If you wish to request compensation, please send a complaint form within 7 days from the date you made your report at the L&F desk, attaching the documentation listed below:

- complaint issued by the Lost&Found office at the airport (P.I.R.)
- your flight ticket
- baggage label
-details on the make and model of the baggage, price and data of purchase
- complete bank coordinates, the name and address of the account owner, the Bank, Branch IBAN code (BIC/SWIFT code for account abroad only).

You can send the report by mail at the following address:


By post:
Air Italy S.p.A. - Meridiana fly S.p.A
Customer Relations dept.
Corso Sempione 111 - 21013 Gallarate
Varese (Italy)


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Checked baggage tampering
If your baggage has been tampered with, please visit the Lost & Found desk at the airport in which the tampering was detected immediately, and submit your complaint using the PIR – Property Irregularity Report.
In order to request compensation, please:
For evident tampering issues, within 7 days from the date the P.I.R. was submitted
send a written report, accompanied by:

- Complaint form which can be downloaded from this link
- P.I.R (property irregularity report)
- Copy or original copy of the flight ticket or electronic ticket receipt
- Baggage label
- detailed list of the items missing, along with an estimate of their value (providing purchase receipts) and the year the same were purchased
- report submitted to the Police Authorities regarding the tampering and stealing of personal property
- complete bank coordinates, the name and address of the account owner, the Bank, Branch IBAN code (BIC/SWIFT code for account abroad only).

You can send the report by mail at the following address:


By post:
Air Italy S.p.A. - Meridiana fly S.p.A
Customer Relations dept.
Corso Sempione 111 - 21013 Gallarate
Varese (Italy)

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Late baggage delivery
If your baggage has been delivered late, please visit the Lost&Found desk at the airport in which the delay took place, and submit your complaint using the PIR – Property Irregularity Report.

If you wish to request compensation, please send a complaint form within 21 days from the date you made your report at the L&F desk, attaching the documentation listed below:

- Complaint form which can be downloaded from this link
- P.I.R (property irregularity report)
- Copy or original copy of the flight ticket or electronic ticket receipt
- Original copies of receipts for expenses incurred
- Complete bank coordinates, the name and address of the account owner, the Bank, Branch IBAN code (BIC/SWIFT code for payments abroad only).

You can send the report by mail at the following address:


By post:
Air Italy S.p.A. - Meridiana fly S.p.A
Customer Relations dept.
Corso Sempione 111 - 21013 Gallarate
Varese (Italy)

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Lost Baggage
If your baggage has been lost, please visit the Lost & Found desk at the airport in which the event took place, and submit your complaint using the PIR – Property Irregularity Report.
If you wish to obtain information on your baggage search status, please contact the Lost & Found office at your arrival airport using the numbers indicated on your copy of the P.I.R., along with the relative Case Number, from day 1 to day 5 from the date the P.I.R. was submitted.

After submitting your complaint using the P.I.R. form, please send the documentation listed below within 21 days from the date on the P.I.R: form:

- Complaint form which can be downloaded from this link
- P.I.R (property irregularity report)
- Copy or original copy of the flight ticket or electronic ticket receipt
- Baggage label
- Complete bank coordinates, the name and address of the account owner, the Bank, Branch IBAN code (BIC/SWIFT code for payments abroad only).

You can send the report by mail at the following address:


By post:
Air Italy S.p.A. - Meridiana fly S.p.A
Customer Relations dept.
Corso Sempione 111 - 21013 Gallarate
Varese (Italy)

For all flights from and to the BALEARICS, CANARY ISLANDS, EGYPT, GREECE, ISRAEL, KENYA, MAURITIUS, MALDIVES, RUSSIA, SENEGAL, SRI LANKA, UNITED STATES, TUNISIA, TURKEY IF BAGGAGE HAS not been delivered within 5 days from arrival, please contact our Baggage Customer Care Service sending a detailed list of the baggage content, highlighting any particulars, brands and colours of the object and garments inside.
This information will be entered on the WORLD TRACER baggage search system and will remain in the search section for the next 45 days.

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Baggage Customer Care Service
For furhter information, please contact our Customer Care Service at lostandfound@airitaly.it.
Warnings
The Airline emphasises that no compensation is foreseen for fragile, perishable or goods of value packed inside checked baggage.

Please read through the “Contract Conditions”, included inside your flight ticket, for further information on other issues not listed above and the liability limits of the Carrier in the event of late baggage delivery.
We would also like to emphasize, that the numerous complaints of damage received by Air Italy in respect of luggage in polycarbonate and ABS plastic, demonstrating the fragility of the same total. Air Italy is therefore compelled to accept this type of luggage in the hold without assuming the responsibility for damage in transit may be subject, however, remains the full responsibility for the late delivery, loss and theft.
Air Italy S.p.A. will process the personal data you provide for in order to respond to your complaint, as foreseen by the regulations in force and, in particular, the Italian Personal Data Protection Code (L.D. n. 196, June 30th 2003).
For further information please read our "Privacy Policy" in the "Legal Info" section.

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