After the flight

AFTER THE FLIGHT - MERIDIANA

Eurofly



Customer care

We do our best to guarantee our passengers a pleasant and relaxing flight, but sometimes external factors or unforeseen circumstances make it impossible to guarantee our usual standards of service. We are sorry if your experience while flying with our airline was not up to your expectations.

If you wish to let us know about a problem, such as a delayed departure, cancellation, downgrade or overbooking, please forward your complaint to our Customer Relations Department, which will promptly and attentively consider your case.

Your note must include:
- the complaint form, which you can download from this link
- copy of your airline ticket
- copy of your boarding pass

If you are a US resident, you can mail your complaint to:

Customer Relations Dept.
JFK International Airport
Terminal 4, Room 275.194
Jamaica, NY 11430

Fax: -1-718-751-4498
cr.usa@eurofly.it

For other nationals, please refer to our Italian headoffices:

Eurofly S.p.A
Servizio Relazione Clienti
Via Ettore Bugatti 15
20142 Milano

Fax: +39 02 82 68 80 62
cr@eurofly.it

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Baggage assistance

We apologize if you had problems with your baggage handling. Rest assured that we will do our best to prevent any further inconvenience and find a solution as soon as possible. Please report to the Lost & Found office before leaving the airport, and you will be assisted with your claim.

Please kindly follow the following steps for a smooth and accurate action on your file.


Mishandled (delayed or missing) baggage
Please report to the Lost & Found office at the arrival airport desk, and make sure that the name indicated in the official report - P.I.R. Property Irregularity Report - corresponds to the name registered on the baggage-tag of checked luggage (it is of key importance that the P.I.R. file is opened under the same name of the checked-baggage tag).

Please refer to the Lost & Found Department of your arrival airport for information and update on your baggage up to 5 (five) days from date of arrival. Telephone contact numbers are indicated on P.I.R. document issued by the Lost & Found office of your arrival airport.

When requesting information about your baggage, always quote the reference file number (P.I.R. -Property Irregularity Report) that Lost & Found agents issued for you Lost & Found Department is in charge of your baggage search up to 5 (five) days after your arrival (Primary tracing).

If your luggage is still missing after primary tracing (5 days after your arrival date), you should send additional information to let us refine the search into the World Tracer Baggage Retrieval System. Mondial Service Italia is in charge of handling all baggage-related complaints on behalf of Meridiana fly. Please send a detailed list of contents of your luggage (i.e. colours, brand and quantities of items or clothing included) to our Baggage Care Department fax number +39 02 266 24 822
or via email eurofly.bagagli@itmag.it

You may contact Mondial Service Customer Care Department (from Monday to Friday 9 a.m.- 6 p.m. Italy Time – excluding Bank holidays) dialing +39 02 266 09 122 for information.

Your baggage search will be performed for 45 days into World Tracer Baggage Retrieval System. If your luggage is located, we will contact you to agree the method of delivery.

The passenger will be contacted to propose an offer of compensation.

To apply for refund of first necessity expenses in case of delayed or missing baggage you shall send following documents:

- Missing baggage statement issued by the Lost and Found office at the airport (P.I.R.)
- copy of your airline ticket
- copy of your baggage check-tag
- receipts of first necessity expenses
- bank details, name and address of account holder, bank, branch, IBAN, ABI CAB CIN codes, checking account number (swift code for foreign bank transfer).
You shall send a return letter to

Meridiana fly c/o Mondial Service Italia s.c.a.r.l.
Ufficio Gestione Irregolarità Bagagli,
C.P. 986 Via Cordusio 4 – 20123 Milano
or a fax to +39 02 266 24 822 within 21 days from the day of your arrival.

The passenger will be contacted to propose an offer of compensation.

Lost Baggage
If World Tracer software system is unable to locate your luggage, after 45 days of secondary tracing search you may request compensation by sending us the following documents:

- Missing baggage statement issued by the Lost and Found office at the airport (P.I.R.)
- copy of your airline ticket
- copy of your baggage check-tag
- any documentation proving the value of the lost luggage’s contents (receipts)
- bank details, name and address of account holder, bank, branch, IBAN, ABI CAB CIN codes, checking account number (swift code for foreign bank transfer).

You shall send a return letter to

Meridiana fly c/o Mondial Service Italia s.c.a.r.l.
Ufficio Gestione Irregolarità Bagagli,
C.P. 986
Via Cordusio 4 – 20123 Milano
or a fax to +39 02 266 24 822 within 21 days from the day of your arrival.

The passenger will be contacted to propose an offer of compensation.

Loss of fragile, perishable and valuable articles placed in checked luggage will not be compensated.

For details not outlined above and information on carrier’s liability limits in case of delayed luggage delivery, please see our General Conditions of carriage on your ticket.

You may contact Mondial Service Customer Care Department (from Monday to Friday 9 a.m.- 6 p.m. European Time – excluding Bank holidays) dialing +39 02 266 09 122 for information.

Meridiana fly S.p.A. will handle your personal data as directed by you, in conformity with Italian law196/03.

Damaged baggage and pilferage
If your baggage was damaged, or if you realize it was opened and some items are stolen, please report to Lost & Found desk at arrival airport, so that Lost & Found staff may assess actual damage and report it into your P.I.R.( Property Irregularity Report).

In case of pilferage, please report also to Airport or local Police station, and make a detailed list of stolen items.

Requests for compensation must be sent within 7 (seven) days from the date of your flight and of P.I.R. report at Lost & Found office.
Your request must include:

- report issued by the Lost and Found airport office (P.I.R.)
- copy of your airline ticket
- copy of your baggage check-tag
- police report of the tampering and removal of personal objects (in case of pilferage)
- statement/receipt indicating the brand and model of damaged luggage, its price and date of purchase (in case of damaged baggage)
- bank details, name and address of account holder, bank, branch, IBAN, ABI CAB CIN codes, checking account number (swift code for foreign bank transfer).

Loss of fragile, perishable and valuable articles placed in checked luggage will not be compensated.

You shall send a return letter to

Meridiana fly c/o Mondial Service Italia s.c.a.r.l.
Ufficio Gestione Irregolarità Bagagli,
C.P. 986 Via Cordusio 4 – 20123 Milano
or a fax to +39 02 266 24 822 within 21 days from the day of your arrival.

The passenger will be contacted to propose an offer of compensation.

Loss of fragile, perishable and valuable articles placed in checked luggage will not be compensated.

For details not outlined above and information on carrier’s liability limits in case of delayed luggage delivery, please see our General Conditions of carriage on your ticket.

You may contact Mondial Service Customer Care Department (from Monday to Friday 9 a.m.- 6 p.m. European Time – excluding Bank holidays) dialing +39 02 266 09 122 for information.

Meridiana fly S.p.A. will handle your personal data as directed by you, in conformity with Italian law196/03.

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