Travel Troubleshooter: Ita Airways Lost My Luggage. Why Won't It Cover My Expenses?

By Christopher Elliott on Jun 24, 2024

I know very experienced travelers who never check their luggage. They buy any toiletries they need at their destination if it exceeds 3.4 ounces, like a large tube of toothpaste or a bottle of shampoo. (I have all my liquids in 3.4-ounce, airplane-safe containers.)

You could have appealed this to an executive at ITA Airways. I publish the names, numbers and email addresses of the ITA Airways executives on my consumer advocacy site, Elliott.org.

Given that ITA Airways didn't really explain why it shorted you $259, I thought it was worth asking. So I did. After you reached out to my consumer advocacy team, we checked with ITA Airways. At first, the airline said it couldn't refund you because it didn't have documentation for some items. But it did have them, and you showed them the receipts again.

Finally, 10 months after you lost your luggage, ITA Airways sent us the following statement: "ITA Airways apologizes for the disruption and confirms that the customer will receive a refund for the expenses related to the purchase of items which occurred due to this inconvenience."

Then it sent you a check for $733. I contacted ITA again and asked it to cover the rest of your expenses, as agreed. It finally did.

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Christopher Elliott is the founder of Elliott Advocacy (elliottadvocacy.org), a nonprofit organization that helps consumers solve their problems. Email him at chris@elliott.org or get help by contacting him at elliottadvocacy.org/help/.

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