If your baggage is not returned to you at the airport of arrival, you should promptly go to the Lost & Found counter, which is situated in the customs baggage drop-off area. A Lost & Found agent will complete the necessary report known as the Property Irregularity Report (PIR). This report will include a reference code (such as MXPNO12345), which will enable us to quickly track your luggage.

You can check at any time the status of your lost luggage search by entering your report code on the website of the global baggage tracing and matching system: http://www.worldtracer.aero/filedsp/no.htm. For five days after your luggage has gone missing, you can also enquire about it by telephoning the airport's Lost & Found service. The telephone number can be found on the report form.

At the airport, along with the copy of the report, you will be provided with a Misplaced or damaged baggage assistance form, containing the procedures to request reimbursement once you have returned home.

ATTENTION: if you leave the customs area without completing a report (PIR), Neos will be unable to help and confirm the loss of your luggage.

As soon as your luggage has been located, if you are on holiday, it will be resent on the next available flight. If you have already returned home, our trusted courier will contact you directly to arrange the return. Neos will cover the cost of the return.

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 the user area, you will be able to monitor the progress of your complaint whenever you wish.