Aussie couple forced to travel without luggage for seven days after airline loses their suitcases: 'No one is taking responsibility'

Published: 02:37, 4 August 2026 | Updated: 02:49, 4 August 2026 An Australian couple have claimed they were forced to travel without luggage for seven days after their airline failed to return their suitcases during a European holiday. Alanah Schena, 22, and her boyfriend Nathan Leeson were flying from Calabria, Italy to Split, Croatia via Rome and Amsterdam with ITA Airways on July 9.  But, they missed both connecting flights after the initial service was delayed by forty-five minutes and said they were told to wait 25 hours for the next available plane.  Ms Schena, who is a beauty educator, said the change would have caused them to miss their plans, so they applied for a refund and booked another airline.  'We were due to board a prepaid sailing trip in Croatia,' Ms Schena told the Daily Mail. 'Therefore, we had no choice but to purchase alternative flights via Barcelona ourselves to ensure we could make our trip.'  When they went to collect their bags from Rome Airport's lost and found area, she said staff told them to wait for a couple of hours, but the luggage never arrived.  Ms Schena filed a Property Irregularity Report (PIR) and flew to Split after being promised their belongings would be on the same flight - but upon arrival, she said the bags were nowhere to be seen.  Alanah Schena (pictured) has claimed she was forced to travel without luggage for seven days after an airline failed to return her suitcases - and her boyfriend's - during a European holiday Ms Schena and her boyfriend Nathan Leeson (both pictured) were flying from Calabria, Italy to Split, Croatia via Rome and Amsterdam with ITA Airways on July 9 Ms Schena said she was told their suitcases would arrive later that day, and so the couple decided to miss the start of a sailing trip. 'We made the call between us to stay at the airport, miss the start of our sail and just get the ferry to where they were docking for the night in a separate part of Croatia,' Ms Schena said. 'It never arrived that day and we were never provided with a clear explanation as to why our luggage was left behind. 'As we were boarding a sailing trip around Croatia, we had no access to our belongings and had to purchase emergency clothing, toiletries, medication and other essential items. 'We also incurred additional Uber and phone expenses as a direct result of the delay.' After days of silence, Ms Schena said she called ITA Airways for an update but during a conversation with customer service 'no one was taking responsibility'.  'We tried contacting the airline via phone and email, but got hung up on around 30 times with no support on getting our bags back,' she said. 'The most frustrating part of this whole thing is that everybody is blaming somebody else.  Ms Schena said they were eventually reunited with their belongings on July 16 after posting her situation to Tiktok, but complained about the service and communication 'When we talk to the airline, they say it's not their fault, talk to lost and found. When we contact lost and found at Rome airport, they say it's to do with the airline.' Ms Schena said they were eventually reunited with their belongings on July 16 after posting her situation to TikTok, but complained about the service and communication.  'Our luggage was eventually sent to Split and we went to pick it up but they didn't even offer a courier service to drop it to us,' she said. 'We also did not receive a meaningful apology throughout the process.' The couple received a voucher for their troubles, but Ms Schena said they declined.  'We were offered a €350 (approximately $575) ITA Airways flight voucher per person in compensation for our emergency expenses,' she said, adding that their costs had racked up $1,500 in fees. 'However, this did not cover the emergency expenses we incurred, particularly the essential items we were forced to purchase. 'We have pushed for some cash instead of a voucher as we will never be flying with the airline again.' The Daily Mail has contacted ITA Airways and Rome Fiumicino 'Leonardo da Vinci' Airport for comment.