DAMAGED OR LOST LUGGAGE

In the event of damage to checked baggage, Passengers must, before leaving the airport, immediately lodge a complaint with the relevant Lost & Found airport office by filling in a P.I.R. (Property Irregularity Report).

In order to ask for refund for damaged luggage, Passengers residing in Italy,  should send a registered letter within 7 days from the opening of the P.I.R. to:

Valigeria Varese Via XX Settembre, 42 - 00187 Roma Telephone – Fax: +39.064814663 e-mail: valigeriavarese@hotmail.com

The following documents must be enclosed:

  • original of the irregularity report issued by the “Lost & Found” office (P.I.R);
  • original boarding pass stub;
  • original baggage ticket or bag tag;
  • picture showing the damage, and any purchase receipts in order to establish the value of the baggage (taking into account wear and tear).
  • Passengers’ details, such as; Name, Phone number, current address, @mail address

Please download via the following link further details and form

Where all documents sent complies with the requirements and within the terms, our partner Valigeria Varese will replace your baggage (where it cannot be repaired) on behalf of Mistral Air, taking into account the brand and wear and tear since the date on which the baggage item was purchased.

For Passengers who are NOT resident in Italy, in order to ask for refund for damaged luggage they should send a registered letter by Post within 7days from the opening P.I.R. to the following address:

Mistral Air – Customer Care, Via del faro 48-50 – 00054- Fiumicino- Roma

The following documents must be enclosed:

  • original of the irregularity report issued by the Lost & Found office P.I.R;
  • original boarding pass stub;
  • original baggage ticket or bag tag;
  • picture showing the damage;
  • statement from a luggage shop certifying whether the baggage item may be repaired (indicating an estimate of the cost) or that it is impossible to repair (indicating its value), taking into account the brand and wear and tear;
  • bank details for the payment, including the IBAN and BIC code.
  • Passengers’ details, such as; Name, Phone number, current address, @mail address

For any further information on the procedure for baggage refund claims, please call the Customer Care Office, which is open from Monday to Friday from 9 am to 6 pm, on ph. number +39 (0)6 96-663333, or send an e-mail to mistralcustomercare@posteitaliane.it or a fax to +39 (0)6-98682598.

Under these circumstances, Mistral Air will directly manage the refund procedure.

N.B. In the event of tampering with or theft of goods from inside the baggage, a detailed report must be made to the Lost & Found office and to the police station or Carabinieri before you leave the airport. This report must be attached to the refund request.

In the event of delayed of checked baggage, passengers must immediately lodge a complaint with the relevant Lost & Found airport office by filling in a P.I.R. (Property Irregularity Report), giving a detailed list of the contents of the baggage. Passengers will be provided with the property Irregular Report and file reference numbers.

For the first 5 days from the opening P.I.R. the Airport handler will take care and will be responsible for trying to locate your luggage, therefore during the first 5 days, passengers should refer directly to the Airport handler for any information.

Where the baggage has not been delivered within 5 days, passengers may contact Mistral Air directly, by giving all required details such as; flight details, file reference number, tag number, and description in order to continue the search of baggage. Mistral Air will be responsible for the search and will try to track your luggage within 40 days from the opening P.I.R.

Once this period has passed without a positive feed back, passengers who has not received any information regarding his baggage must send a refund request for lost luggage by registered mail to the following address:

Mistral Air – Attn. Customer Care, Via del Faro 48-50 – 00054- Fiumicino (RM)

The following documents must be enclosed:

  • original of the P.I.R. form issued by Baggage Claim office, with a detailed list of the content of the baggage and supporting documents in hard copy to prove the value of the contents of the baggage;
  • original boarding pass stub;
  • original or bag tag;
  • bank details for the payment, including the IBAN code (or BIC code for those not resident in Italy), including name of the current account holder.
  • Passengers’ details, such as; Name, Phone number, current address, @mail address

For refund requests for the late delivery of baggage, passengers must follow the procedure set out above and must make sure that they forward also ORIGINAL( not copy ) of any receipts for emergency goods incurred within 21 days from the opening P.I.R.

Dear Guests for any further information, or clarification about the correct procedure to initiate claims for mishandled, lost, and damaged luggage, please call our Customer Care Office, which is open from Monday to Friday from 9.00 am to 6.00 pm, ph. number +39 (0)6 96663333, or send an e-mail to mistralcustomercare@posteitaliane.it or a fax to +39 0698682598.

COMPANY LIABILITY

Notice to Passengers in accordance with Article 6 N2 of Regulation (EC) No 2027/97 as amended by Regulation (EC) No 889/02 and Regulation (EC) No 261/04. Under the Montreal Convention of 1999, there are no limitations on liability to Passengers in the event of accidents for damage sustained in the event of death or bodily injury.

For damage sustained in the event of death or bodily injury up to 113. 100 SDR (Special Drawing Rights) the Carrier may dispute compensation claims. Above this amount, the air Carrier may dispute a compensation claim only if it is able to prove that it is not responsible for the damage. In the event of injury to or death of a Passenger, the Carrier must within 15 days of the identification of the person entitled to compensation make an advance payment to meet immediate economic needs. In the event of death, the advance shall not be less than 16,000 SDR (approximate equivalent in local currency).

In the event of delay to the carriage of Passengers, the carrier is liable for damages unless it had taken all possible measures to avoid the delay or unless it was impossible to take such measures. Liability for damages is limited to 4,694 SDR (approximate equivalent in local currency).

In the event of delay to the carriage of baggage, the air carrier is liable for damages unless it had taken all possible measures to avoid the delay or unless it was impossible to take such measures. Liability for damages is limited to 1,131 SDR (approximate equivalent in local currency).

The Carrier is liable in the event of destruction or loss of or damage to baggage for a sum of up to 1,131 SDR (approximate equivalent in local currency). In the case of checked baggage, the air Carrier is liable for damages even if it was not at fault, unless there was an existing defect present in the baggage. For unchecked baggage the air carrier is only liable if it was responsible for the damage. Passengers may benefit from a higher limitation on liability if they make a special declaration, no later than at the time of checking in the baggage, and pay an extra charge.

In the event of damage, delay, loss or destruction during the carriage of the baggage, a Passenger must lodge a claim in writing with the carrier as soon as possible. If checked baggage has been damaged, a Passenger must lodge a claim in writing within7 days, and in the event of delay within 21 days, of the date on which the baggage was delivered to the Passenger.

Legal remedies must be commenced within two years of the date of arrival or the date on which the flight ought to have arrived.

HOW TO CONTACT US
  • Via del Faro, 48-50 - 00054 Fiumicino (RM)  ITALY
  • Fax +39 06 5919567
  • e-mail infomistralair@posteitaliane.it

In order to receive assistance, please send us an e-mail describing your requirement within 5 days from the flight to; mistralpreflight@posteitaliane.it , mistralbooking@posteitaliane.it

If your flight was purchased as a package please refer to your Tour Operator or Travel Agency.

To submit a claim please write to the following addresses:

  • email address: mistralcustomercare@posteitaliane.it 
  • via Registered mail with receipt of return to:  

    Mistral Air srl 
    Att.ne uff. Customer Care 
    Via del Faro 48-50 Fiumicino (RM)
    00054 – ROMA
  • Fax: 0039 6 98682598

In order to send us a quotation for passenger or cargo flights, please send us an e-mail with all required information and details to: mistralsales@posteitaliane.it, our commercial department will be pleasant to handle your request and get in touch with you