BAGGAGE DAMAGE

If your baggage is damaged when you arrive, you should notify the Lost & Found counter at the airport right away and file a damaged property report (DPR). This report must be submitted before leaving the airport. Failure to do so may result in Neos refusing to accept the request for repair. Along with the copy of the complaint, you will be provided with a Misplaced or damaged baggage assistance form, containing the procedures to be followed.

If you notice any damage only once at home or in your hotel, you should file a complaint with the appropriate authorities, within 7 days from the date of the flight, as required by law. In such cases, you will be required to prove that the baggage was damaged, while it was under the responsibility of the airline.

Within the limits of the airline's liability, and according to the terms and conditions set out in the General Conditions of Contract, your baggage will be repaired or replaced. In order to resolve the matter quickly, we kindly request that you contact our trusted supplier, G. Service S.n.c*, by sending an email to info@gservicebagagli.com. Please include the following documentation:

1. the original copy of the damaged property report (DPR)
2. a copy of your boarding pass and baggage tag

For more information: G. Service S.n.c. www.gservicebagagli.com Telephone: +39 049-8962385 (Monday to Friday, 9 am to 12.30 pm and 3.30 pm to 5.30 pm)

If your baggage is too damaged to be used for your return flight, we authorise you to purchase a new one worth up to €100.00. In order to receive a refund, please send us the receipt of your purchase along with the required documents specified in the "REFUND REQUESTS" section below.

If a wheelchair or other mobility assistive devices of passengers with disabilities or reduced mobility, or if a child's pushchair and/or any special sports equipment get damaged, you can submit a reimbursement request following the instructions provided below in the "REFUND REQUESTS" section.

Refund requests can be submitted through the online form on our website. Please use the following link www.neosair.com/en/information/customer-service

Upon completing the registration process and logging into your user area, you will be able to upload the following documents necessary to handle your claim:

• the property irregularity report (PIR) issued by the "Lost & Found" office of the arrival airport,
• a copy of your travel documents and boarding pass,
• your baggage tag.

Upon uploading the documents and submitting your online report, you will receive an email containing the identification number of the open claim, as well as additional instructions. Neos responds to claims from passengers within 30 days of receiving them. By logging into your user area, you can easily check the status of your claim at any time.

Luggage is designed to protect the contents inside it. Unfortunately, during standard handling procedures to load and unload your suitcase onto the aircraft, it may incur non-structural damage. Please note that Neos is not liable for any such damage.

By way of example: small cuts, scratches and dents.

You can prevent these events by carefully packing your luggage and adhering to the manufacturer's guidelines on weight and capacity of the suitcase.

As set out in the Minor Damage Statement form, Neos will not cover all of the minor damage listed above, since said damage does not affect ordinary use of the luggage. However, we authorise the Lost & Found offices at the airports where we operate to open a courtesy damaged property report (Courtesy DPR). This document can be submitted to any additional insurance you may have purchased. The aforementioned report is a simple courtesy from a commercial standpoint and does not imply any acknowledgement of liability by Neos for the alleged damage reported therein.