Alitalia

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] The information that Alitalia is asking for is a dossier number which is [redacted] Please let me know how to proceed Thank you so so much for your time!! Sincerely, [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Alitalia sincerely regrets to learn of the inconvenience [redacted] & [redacted] experienced when traveling with our airline from Rome to JFK on October **, Our records indicate that the Alitalia Customer Relations office did send [redacted] an Email (copied below) on November *, with a compensation offer and a request to sign and return the attached release Should [redacted] have any other questions, we respectfully request that he write directly to [redacted] Thank you, Alitalia S.A.IOriginal Text [redacted] Dear Mr FEINTUCH VICTOR, We would like to express our regret concerning the inconvenience you experienced with our flight [redacted] on **/10/In compliance with the EU261/2004regulation, we would like to offer you an ETCV (Electronic Transportation Credit Voucher) in the amount of EUR 600,00for the inconvenience experienced when boarding the aforementioned flightThe voucher is valid for year from the date of issuance towards the purchase of Alitalia electronic tickets for yourself or for anyone you may chooseShould you choose to receive the ETCV we kindly ask you to complete and send us the disclaimer form you may find attachedAs an alternative to the ETCV, if you are resident in the US or Canada and you prefer to receive a check, kindly provide your mailing address and apartment numberShould you not be resident in the US or Canada, kindly provide the following banking details: IBAN / ABA CODE (if available) - ACCOUNT NUMBER - SWIFT / BIC CODE - ACCOUNT HOLDER – NAME OF THE BANKWith regards to payments due to minor passengers, please provide a declaration of parental authority signed by the minor’s parent or legal guardian/custodian and the copy of the parent’s photo ID or passportPlease, reply to the following e-mail address at your first convenience: [redacted] or send a fax to ###-###-#### (please always mention the reference number in the subject)Our customer center is available at the following numbers: [redacted] (from Italy) or [redacted] (from abroad)We would like to reassure you we are committed to providing all our customers with the highest standards of service in the industry and we hope that you will grant us the opportunity to welcome you again onboard our flights in the near futureBest regards Alitalia Customer Relations ALITALIA – Società Aerea Italiana S.p.ARelazioni Clientela [redacted] ###-###-#### email: [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: Since it can't be in cash, can you advise if it can be used with any of your partners My query is because since I do not intend to flight with Alitalia, because my traveling is mainly in latin america, I will not be able to redeem it Regarding the Bank info I already send it, with the caveat that US Banks use ABA number instead of IBAN and Swift I will resubmit with the ID Kindly confirm that the bank info provided works for you, as well as the possibility to redeem the voucher with a partner carrier In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Alitalia has received [redacted] complaint also sent to the U.SDepartment of Transportation Our customer relations manager is reviewing the matter and will reply directly to the customer upon completion of our investigation Thank you.Customer Relations USAAlitalia S.A.I

Alitalia sincerely apologized for the inconveniences [redacted] experienced regarding the luggage discrepancies We fully understand how difficult these situations are for our guests and we're very sorry that this happened Please know that Alitalia is committed to continuously work on improving our baggage handling procedures in order to minimize these occurrences We understand that [redacted] has sent a rebuttal due to the denial of his initial claim to our Customer Relations office in Israel, where [redacted] residesClaims are settled in country of passengers' residence, therefore we have requested a 2nd review of the claim and respectfully request [redacted] 's continued patienceThe Alitalia office in Israel will review the matter once again and will respond directly to [redacted] as soon as possible Thank youAlitalia Customer Relations NAmerica

Alitalia sincerely apologizes for the inconvenience [redacted] has experiencedOur records indicate the compensation check is issued and will be mailed within week ending September **, We respectfully request [redacted] 's patience to allow postal service time for delivery /> Thank you for the opportunity to respond to this inquiry Sincerely, [redacted]

I received a phone call by Alitalia in Rome,asking me if I reside in Italy and when I said no they were happy to dismiss me saying it's not their job to handle my complaint.Apparently Alitalia here in New York send them my request because they don't want to handle my caseNo,I don't reside in Italy, I reside in the Usa and I would like for Alitalia here to contact me I find it unusual that Alitalia doesn't even have a customer's service telephone number here in Usa to address issues that their customers might have Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved while the business claims they responded on June *, there is no record of this.when contacting the airline itself, they claim they are still waiting for a response from corporate office.If they indeed responded, why is there no record?The settlement exceeds the amount of buying a new ticket outright In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] This is the same answer I have gotten for the last months The refund check is in the mail...I do not believe it and I want another check issued immediately This is not good customer service It is non service, putting commitments off, not honoring their word In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Alitalia has already provided multiple extensive repliesWe reiterate again that [redacted] received his applicable refundNo additional refund is dueOur position remains final Thank you

Alitalia's system never received the request for the kosher meal as evidenced in the Alitalia Passenger Name Record [redacted] should inquire directly with the travel agent and the agent should investigate with their IT department as to why the message did not generate to Alitalia Thank youCustomer Relations NAmerica Alitalia S.A.I

Alitalia sincerely regrets to learn of the inconvenience [redacted] experienced when traveling on May **, 2016 from Florence to Rome on flight [redacted] when she was forced to pay unexpected extra baggage fees. We are also sorry if our original response (attached) was... not clear and appreciate the opportunity to address her concerns once again. [redacted] correctly cites Alitalia's baggage policy as published on our website [redacted] : 1 checked bag for free not weighing more than 23 kilos and 1 hand luggage (carry-on) not weighing more than 8 kilos; total 31 kilos. Alitalia allows one additional personal accessory that can be taken onboard such as a purse, small backpack or brief case. At times it may be necessary to calculate the weight of the accessory piece if it is very large. Again, guests are allowed up to 8 kilos only as carry-on in the cabin. We reiterate what was stated in the attached original response to [redacted] claim: the total weight of the 2 pieces of checked luggage was 33 kilos, which means 1 of the 2 pieces she wanted to carry in the cabin was over the 8 kilo weight allowance. While we understand [redacted] 's disappointment, and apologize for any misunderstandings, the carrier must adhere to the baggage policy for safety and security reasons. Consequently we must respectfully deny *** [redacted] request to reimburse the excess baggage fee collected. We greatly value [redacted] 's business and will always consider it a privilege to welcome her aboard an Alitalia flight. Sincerely, Customer Relations USA ALITALIA S.A.I.

Alitalia sincerely regrets to learn of the inconvenience our guest *** *** ***, experienced as a result of fees paid for changing her travel date. Our records indicate that on December **, *** *** booked flights and purchased a ticket on *** for roundtrip
travel between New York and ItalyThe rules of the specially priced airfare *** *** purchased allows travel date changes for a $fee, plus applicable airfare difference in the event the same price category is no longer available at time of rebooking. Airfare rules are disclosed on our website during the booking process and guests must first acknowledge they reviewed them in order to proceed with payment, otherwise the transaction cannot be completed. On January **, *** *** contacted the Alitalia Call Center to change her departure date from February *** to January *** The reservations agent reviewed the airfare rules once again and upon *** ***’s consent to pay the fees by providing her credit card, proceeded with the rebooking and ticket reissuance. We do not have any documentation that confirms *** ***’s statements regarding a promised travel credit It is not Alitalia’s policy to offer travel credits unless a disservice occurred or and error is made by the carrier. *** *** sent numerous Emails to our customer relations office demanding she be refunded the fees paid *** ***’s Alitalia claim number ***, indicates our offices called and spoke to her son explaining that the fees were correctly charged and no refund or compensation is due. We regret any misunderstanding however we must adhere to our decision and respectfully deny compensation. Thank you for the opportunity to respond to this complaint. *** *** *** ***Alitalia S.A.I.l us why here

In reply to *** ***'s rebuttal to Alitalia claim number ***, our records indicate the luggage was returned on or about December **, 2014. *** *** states passengers must submit their written claims to the carrier within days of luggage delivery. Attached is *** ***'s claim showing it was mailed to Alitalia on January **,2015, over the day limit. Consequently the claim was denied in accordance with the regulations. We apologize for the inconvenience but we must maintain a consistent policy in order to be fair with all of our valued Guests. Therefore we must once again respectfully deny *** ***'s request for compensation.Thank you.*** *** *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I gave a specific time frame for them to call me, they never didTheir agents in Albania (hours ahead of California) have been calling in the middle of the night
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I will not accept a travel voucher creditI want the amount refunded to my original form of payment.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I have not been reimbursed for the lost itemsPer request of the airline I have submitted an inventory and a valuation for the items in the suitcaseI have emailed and faxed Alitalia their form completed with the requested information.Thank You
[Your Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Prominently advertising free refunds only to deny them later by citing fine print that is available somewhere on the website is not by any measure a fair or legal business practiceEven worsethe very idea of offering a "refundable fare" for a premium of $when for all practical purposes that fare is not really refundable is nothing less than consumer fraudIn spite of Alitalia's responses It is doubtful that these deceptive practices are in fact legal or in compliance with DOT regulationsBut to be sure Alitalia's attempts to engage in this deceptive practice as a regular course of business is absolutely shamefulFor all the legalese cited in their response, Alitalia cannot explain the value we received for the $premium we paid for a refundable ticketAnd that's because the $premium we paid for what was supposed to be flexibility was a complete shamIf we had purchased a non-refundable fare and then requested the same refund we would have saved over $This is a quintessential case of advertisingPerhaps most troubling is that based on the responses we've received from Alitalia it appears that this deception is no accident but rather a calculated scheme to defraud air travelers
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Alitalia sincerely regrets to learn of the inconveniences *** *** *** experienced when she missed her Alitalia flight from New York to Rome on July **, as a result of the delayed incoming flight from Dallas.
As *** *** *** states, she was
holding separate tickets on a different carrier from Dallas to New YorkEach ticket is a separate contract of carriage and each carrier is responsible only for origin to destination shown on the individual ticket. We are not liable for missed connections on flights issued on separate tickets. When passengers miss the chedeadlines they are considered no-show and all travel on the unused ticket is cancelled. More information on tickets and contract of carriage is published on our website ***
In these cases, passengers are subject to payment of airfare fees or new tickets, depending on the airfare rules which are disclosed at time of purchase
Any changes to the itinerary must be done along with payment of fees and applicable airfare difference prior to flight departure. Unfortunately *** *** ***'s flight was further delayed due to rerouting to Newark and by the time she reached JFK our ticket counters were closed
We apologize for any misunderstanding when speaking to our call center but Alitalia is not liable to refund the unused tickets and we must respectfully deny compensation. Per airfare rules Alitalia has processed the applicable tax refundThe monies will be credited back to the method of payment used to purchase the tickets
Alitalia greatly values *** *** ***'s business, and we hope to have the privilege of welcoming her aboard a future flight
Thank you for the opportunity to address this complaint
Sincerely,
*** ***
*** *** *** ***
ALITALIA C.A.I

We regret any misunderstanding but Alitalia's policy in these cases is compensation in the form a travel creditWe reiterate our sincerest apogies but we cannot make an exception.Thank you