Alitalia regrets the smashed viola da gamba

We have received the following message from the airline:

We regret what happened with Mrs. Myrna Herzog and we are carrying out all necessary investigations. However, generally speaking we would like to remind that for all bags exceeding the size limits allowed for cabin bags (8kg and 55 cm high, 35 cm wide and 25 cm deep), such as the musical instrument mentioned, it is necessary to purchase an “extra seat” during the booking procedure in case the passenger intends to avoid checking-in such delicate and/or valuable items. The extra seat, which is normally dedicated to passengers, allows to secure the item with the appropriate procedure.

According to a preliminary investigation, no such request has been presented by the passenger neither during booking nor at the time of departure from Rio de Janeiro. During check-in operations, according to the information available at the moment, the passenger was presented with the possibility to buy an “extra seat” but she refused and signed the limited release form (a disclaimer of liability) after being informed that the best solution for such a delicate item was to bring it with her in the cabin. That said, Alitalia deeply regrets what happened to Mrs. Herzog and will proceed, having established the facts, with the reimbursement in compliance with the international regulations in force.

Slipped Disc addendum: Ms Herzog insists that she tried to purchase a second seat for the instrument but was told that none was available.