DELAYED or LOST LUGGAGE

 

In case of non-delivery of your luggage, we invite you to report its loss as soon as you arrive at your destination at the Lost&Found office of the airport, or online, if possible, within 5 days.

 

Click here to report a delayed luggage

 

Once you have reported your delayed luggage online, you will receive written confirmation by email with a reference number (e.g. VRNEN12345). We kindly invite you to remain at the airport until your details have been successfully transmitted and you have received a reference number.

Make sure that you also subscribe to luggage status updates when you create a delayed luggage report to receive these directly via email. If you do not receive any luggage status updates, you can also activate these later on the luggage status page.

 

Both in the case of an online report and in the case of a report issued at Lost&Found offices, we kindly ask you to retain your flight documents (boarding pass and the luggage receipt).

 

If you were unable to open the Property Irregularity Report at the airport for your lost luggage, please contact us by e-mail at [email protected] within 5 days from your flight date, providing your full name, luggage tag number, flight ticket, luggage description (color, brand and model), temporary and/or permanent address. You will then be contacted promptly.

 

You can check the status of your luggage accessing our luggage tracking system by entering the File Reference Number received at the airport (e.g.: VRNEN12345) here:

 

Click here to track the status of your luggage

 

Otherwise we kindly invite you to contact our Customer Baggage Support Center at the phone number printed on the Property Irregularity Report received at the airport.

 

Most luggage is found within 5 days. Once your luggage is located and customs and local regulations are allowed, we will contact you to arrange the delivery.

 

In case of luggage delay, you may purchase necessary expenses such as toiletries and clothing and then send us the receipts for reimbursement.

You can claim compensation for replacement purchases within 2 years after your flight, proving that you reported the luggage as delayed.

 

 

Is it possible to claim compensation for delayed luggage?

The passenger is required to keep the expenses connected to the purchasing of replacement, in the event of a luggage delay, as low as possible (mitigation of damages). Air Dolomiti will contribute subject to proportionality.

Replacement purchases after arrival at home are also considered for reimbursement. However, each passenger is particularly obligated to mitigate damages. Reimbursement for replacement purchases that likely were available at the home location may be denied.

Items that you can continue to use (e.g. clothing) will be reimbursed at 50% and hygiene items or items for one-time use will be reimbursed at 100%.*

*Exceptions apply to the USA and Canada due to local legislation (US DOT and CTA). 

Air Dolomiti will reasonably evaluate the refund of necessary expenses for toiletries and clothing. Liability is regulated by the Montreal Convention. Please note that according to the Montreal Convention, the passenger is obligated to minimize expenses in the event of a luggage delay. This means that the expenses must be kept as low as possible.

 

 

Luggage not found after 5 days

If after 5 days your luggage has not been found, we will initiate an advanced tracking procedure based on the content of your luggage.

To initiate the procedure, we invite you to fill out the Luggage Inventory Form.

Otherwise, you may fill out the PDF version of the Form and send it as soon as possible to our Luggage Competence Center at [email protected]

 

 

Luggage not found after 21 days

If your luggage has not been located within 21 days, it will be considered permanently lost and you will be entitled to a compensation.

You can submit here your request for reimbursement.

Please attach any invoices, bank statements, purchase receipts, etc. to prove the value of the items inside your luggage.

 

 

DAMAGED LUGGAGE

 

We are sorry that your luggage was returned damaged. We invite you to report the damage as soon as you arrive at your destination at the Lost&Found office of the airport, or online, if possible, within 5 days from receiving the damaged luggage.

 

Click here to report the damage of your luggage

 

Once you have reported your damage luggage online, you will receive written confirmation by email or SMS with a reference number (e.g. VRNEN12345). We kindly invite you to remain at the airport until your details have been successfully transmitted and you have received a reference number.

 

Both in the case of an online report and in the case of a report issued at Lost&Found offices, we kindly ask you to retain your flight documents (boarding pass and the luggage receipt).

 

You will receive a File Reference Number (e.g. VRNEN12345) and the instructions to contact our luggage suppliers that handles requests from passengers residing in Europe.

Alternatively, if you reside outside Europe, have special baggage or a reduced mobility device, we kindly ask you to submit your request compensation for delayed luggage.

 

Please note: in case of damage to the carry on luggage, liability occurs only if the damage appears to be caused by the airline or its personnel.

The carrier is not responsible for normal wear and tear on luggage (scratches, dents) or damage to overfilled packages and fragile items that are not properly packed.

 

 

CARRIER'S LIABILITY

The liability of airlines for luggage is regulated by the Montreal Convention law. The compensation itself is specified in Special Drawing Rights (SDR). The Special Drawing Right (SDR) is an artificial accounting unit created by the International Monetary Fund (IMF).  From December 28th 2024 the air carrier is liable in the event of loss, damage or destruction to the luggage up to 1519,00.- SDRs (Special Drawing Rights), according to the rule in force. This amount is subject to exchange rate fluctuations and may therefore change.

The Montreal Convention applies only if the following parameters are fulfilled:

• the right applies to both domestic and international carriage between member states

• for checked luggage, the airline has strict liability for damage sustained by the luggage in its custody

• the right applies only if the report of the damage and the claim for compensation are made within the time limits established by the Convention

 

The carrier's liability for lost luggage, delayed or damaged ones is stricted and based on the Montreal Convention. Air Dolomiti does not assume liability for certain types of items such as: perishable, fragile or breakable items (computers or other electronic devices), money, jewelry, personal documents that must be carried in carry-on luggage.