Procedure: above–mentioned indications for "package holidays" and "baggage" remaining unchanged, claims must be forwarded immediately to the airport offices of the airline or its representative:
– by verbal communication (also by telephone)
– in writing (in Italian or an official European Union language)
– by fax
– by e–mail
– via answerphone

Information on claims procedures must be supplied:
– by personnel in contact with the customer, who must be identifiable
– by personnel providing claims procedure assistance
– by telephone (phone number printed on ticket and advertised in airport)
– by official bodies involved in the sector
– via Internet.

Right to check claim:
The airline or its representative must:
– reply in writing within and not later than 30 days (from the date of the internal report)
– raise the possibility of an out–of–court settlement
– prepare an annual statement of all the claims received, to be placed at the customer's disposal

Minimum details for checking claim
– date and place
– proof of receipt having taken place
– terms foreseen for settling claim
– identification of structure or person in charge
– indications for further information
– summary of iter and possibility of appeal