If, upon collecting your baggage, you find that your suitcase has been tampered with and some of the contents have been taken, you must file a property irregularity report (PIR) at the Lost & Found office of the airport of arrival.

If you realise that items are missing from your suitcase after leaving the airport of arrival, you need to file a report with the competent authorities within seven days of collecting your luggage, as required by law.

The property irregularity report (PIR) or report to the police authorities should be included with your reimbursement request to Neos. Please follow the instructions below on how to submit it.

We would like to remind you that according to the general conditions of our contract, items that are not allowed to be carried in checked baggage, such as valuables, jewellery, computers, mobile phones, video/cameras, medicines and documents, are non-refundable.

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. We respond 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.