My luggage is lost, delayed or damaged — who pays?

Direct answer

The airline, under the Montreal Convention, up to about €1,600 per passenger — but only if you report before leaving the airport (the PIR form at the baggage desk) and claim in writing within 7 days for damage, 21 days for delay. Keep receipts for essentials you buy while waiting. If the airline refuses or ignores you, ENAC — Ente Nazionale per l'Aviazione Civile (enac.gov.it) supervises airlines in Italy; Centro Europeo Consumatori Italia (06 44238090) helps against an airline based elsewhere in the EU; your travel insurer, and IVASS — Contact Center / Arbitro Assicurativo (800 486 661) if it refuses, covers the rest.

Call firstENAC — Ente Nazionale per l'Aviazione Civile

Report toCentro Europeo Consumatori Italia

If that failsIVASS — Contact Center / Arbitro Assicurativo

🗣️ What to say

"Flight [number] on [date], PIR [number]. My bag [tag number] is [missing / delayed since / damaged: what]. Under the Montreal Convention I claim [the value of the contents and the bag / the cost of essentials / the repair], [amount], receipts attached, within the 7/21-day deadline."

🪜 Step by step

Before you leave the airportBaggage desk, PIR report, keep the reference and the bag-tag stub.
Buy essentials, keep receiptsReasonable: toiletries, underwear, a change of clothes. The airline reimburses.
Written claim within 7 / 21 daysDamage 7 days, delay 21 days from delivery. Lost = not returned after 21 days: claim the contents with a list and any proof.
Refusal: ENAC — Ente Nazionale per l'Aviazione Civile, Centro Europeo Consumatori ItaliaThe aviation authority or the ECC for a foreign airline; the ADR body if the airline is a member.
InsurerTravel or contents insurance tops up above the airline's limit; IVASS — Contact Center / Arbitro Assicurativo decides if they refuse.

📇 All contacts

ENAC — Ente Nazionale per l'Aviazione CivileNational enforcement body for Regulation 261When the airline refuses or is silent for 6 weeks🔗 www.enac.gov.it/passeggeri/diritti-dei-passeggeri

Centro Europeo Consumatori ItaliaFree help with sellers in other EU countriesSeller in another EU country, Norway or Iceland📞 06 44238090 🔗 www.ecc-netitalia.it

IVASS — Contact Center / Arbitro AssicurativoComplaints and supervision of insurersAfter the insurer's refusal📞 800 486 661 🔗 www.ivass.it

Conciliazione paritetica / Giudice di paceOut-of-court resolution, then the courtAfter a written complaint without a solution🔗 www.mise.gov.it/it/mercato-e-consumatori/tutela-del-consumatore

❓ Frequently asked

What is the maximum?

About 1,288 SDR — roughly €1,600 — per passenger for all baggage, unless you declared a higher value at check-in. Above that, insurance.

They gave me a voucher

You can insist on money for a Montreal claim; vouchers are optional.

Damaged wheels and handles

Airlines like to exclude them; the Convention does not. Claim anyway and escalate.

📎 Sources

Last checked: 2026-09-26

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🧳 My luggage is lost, delayed or damaged — who pays?