Alitalia

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]They only acknowledged they received the complaint,but didn't address it att all.They didn't even open a case regarding the issue
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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 beca
My complaint was also including a broken seat and a missing hand rest cover that I have a picture of it on my cell phone not only the broken case.thank you. *** *** ***
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Sincerely,
Ragaey Mikhail Gobrial

*** ***'s claim is under evaluation. She will receive a written response directly from our Customer Relations Manager within the next business days
Thank youAlitalia Customer Relations

We are very sorry that *** *** is not satisfied with the compensation but the carrier does not reimburse tickets in these cases and we must once again respectfully deny the request as we must maintain a consistent and fair policy with all our customers. We hope *** *** will accept the travel credit offerThank youCustomer Relations
Alitalia S.A.I

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:
You know what, that sort of makes sense, and I will take it up with the travel agent immediately and let the two of you battle it out who is to blameBut there is a graver issue that you ignored my complaint until I turned to the Revdex.com
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Sincerely,
*** ***

We reiterate that only 1 caris allowed at a maximum weight of kilos. An additional accessory piece that weighs kilos or more is not allowed in the cabin
*** hand luggage weighed kilos, exceeding the allowance and therefore had to be checked. This resulted in the excess baggage fee because Alitalia allows only free checked luggage. Even if *** *** did not have an accessory piece, her hand luggage would still have been checked in the hold because it was kilos over the carallowance
We reiterate that the total weight of the checked pieces was kilos which means the hand luggage was over the kilo allowance for a carin cabin
Thank youCustomer Relations NAmerica
Alitalia S.A.I

Alitalia sincerely regrets to learn of the inconvenience *** *** experienced when traveling with Alitalia from New York to Rome and Tel Aviv on flights *** *** *** March ** & **, 2016. We can fully understand his frustration and disappointment when he discovered that
the expected kosher meals were not loaded on his flights. Allow us to explain that *** *** originated travel from Tel Aviv on Air France and returned to Tel Aviv booked on Alitalia, the booking was made by a travel agent. This resulted in separate Passenger Name Records (PNRs): one PNR with Air France for the outbound travel and a 2nd one with Alitalia for his return.
Our records indicate that *** contacted Air France on March *** to request his kosher meal on his flights from Tel Aviv to Paris and New York. The Air France agent did not see the Alitalia flight segments as they did not appear in the Air France reservation systemThis happens when multiple carriers are used for one booking, and it is advisable for travel agents to ensure their clients' full itinerary appears in all airlines' systems.
*** *** may have been under the impression that the kosher meals were automatically confirmed on the Alitalia flights as well. He never contacted Alitalia directly to request themWe do not know if his travel agent explained that he needed to contact each carrier for special meals. Alitalia never received the request, consequently the kosher meals were not loaded on our flights. We apologize for any misunderstanding but our flight attendant correctly stated that Alitalia was not notified in advanceAlitalia recommends that roundtrip travel is booked on one PNR and that guests traveling with multiple carriers or on code-share flights, contact each operating carrier directly to ensure their special requests are metWe reiterate our apologies for the inconvenienceAlitalia greatly appreciates *** *** business and we will always consider it a privilege to welcome him aboard our flightsThank you for the opportunity to respondSincerely,
Customer Relations NAmerica
Alitalia S.A.I

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:
[Your Answer Here]
I understand the position of Alitalia, but I don't feel they are reading my compliant because these circumstances are not typical.First of all - I did ask the CSR on the phone about the *** passport and need for a transit VISA on the airport stop in*** They said that would be no problem As long as he wasn't staying in *** he wouldn't need an *** VISA He already had a *** *** Visa - which was his ultimate destination.Second - I DID check the *** Consulate website and there was no indication that a transit VISA was required for *** passports On my original email asking for the Euro ($Dollar) reimbursement I even linked to them the *** Consulate website that did not indicate a transit VISA is required Even a few weeks later the consulate website had not been updated to reflect the new policy It has since been changed, but at the time of ticket purchase there was no indication Had we known that an *** transit visa was required of course we would have chosen a different flight before the day of travel which would have been much less costly There was no intentional wrong-doing on our part - we were guided by both Alitalia and the *** Consulate website that we could take the flight with the airplane change in***.Please keep in mind - this individual had a valid ** VISA He has since returned to *** so there was no risk of Asylum seeking He is an elderly man and left his wife back in*** His family has very little money and it was a great personal sacrifice for him to be able to visit his * sons - and his ** Grandchildren Not only did we have to pay the additional $cancel fee - but we had to buy another ticket at full price This was several thousand dollars more than the family had and it has hurt a needy family It seems like a small thing to ask Alitalia to refund this fee
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Sincerely,*** ***

Alitalia sincerely regrets to learn of the inconvenience *** *** experienced when traveling from Miami to Tel Aviv on April **, 2014. Our records indicate flight AZwas rescheduled due to unforseen technical difficulties which were beyond our control. We fully realize the
frustration caused by these flight irregularities. Please know that Alitalia is committed to constantly work on providing on-time performance, and despite the rigorous maintenance schedules to which our aircraft are routinely subjected, regrettably unexpected occasions arise which result in delays and cancellations. In these cases the carrier is obliged to provide alternate travel on the next available flight to destination and, if necessary, care such as meals, telephone calls and hotel accommodations.
The customer also has right to ticket refund if unable to use the alternate travel provided to destination.
Our ground staff at Miami Airport adhered to procedure and accommodated passengers with alternate travel and hotel accommodations where necessary.
We regret if this experience has left *** *** with a negative impression of AlitaliaHowever under EU regulations, monetary compensation is not granted when flights are cancelled for reasons beyond the carrier's control
We also apologize if *** *** has not received a response to her complaintAlitalia is very concerned that our standard of service be upheld at all timesPlease be assured that we will review this matter with our customer care supervisors for corrective action
If *** *** did not receive alternate travel and care, or if she has any other questions she may write directly to *** or via fax to *** ***Our mailing address is Alitalia Customer Relations, ** *** *** *** *** ** ***
We greately value *** ***'s business and we will always consider it a privilege to welcome her aboard an Alitalia flight
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:
When l choosed to buy the Alitalia tickets, it should be for a safe flight and should be on good level standard of scurty for the suitcase, As l explained before in my complaent and my emails, Seem to me that Alitalia got the money and don't want to pay back for the bad job and don't want to be responsible for them fetale mistalkesI am asking respectfully for a full refund of that ticketbest regards***
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Sincerely,
*** *** ***

RE ALITALIA DOSSIER NUMBER ***
Alitalia sincerely apologizes for the inconvenience *** *** experienced when traveling from Miami to Rome on June *** 2014. We fully understand how disappointed *** *** was when she discovered her luggage
did not arrive as expected in Rome. We know how difficult it is for our customers to be without their belongings and are committed to continuously work on improving our baggage handling procedures in order to minimize these occurrences
Allow me to explain that Alitalia settles baggage claims in accordance with the provisions and limitations set in Montreal Convention of which state the carrier is liable to fully reimburse necessities purchased up to a maximum of SDRs (Special Drawing Rights), based on purchase receipts provided. The carrier is not liable for other costs incurred such as phone calls, meals or taxis
In these cases, the carrier must adhere to specific mandatory procedures such as clearing the luggage through airport customs, and coordinate courrier service for delivery ---at no charge to the passenger. Our luggage department at Rome Fiumicino advised *** *** that the luggage was not yet ready for delivery. While we recognize that *** *** was anxious to retrieve her luggage before taking her cruise, it was her option to return to the airport
Our customer care department has sent *** *** a release for signature in order to fully reimburse her necessities purchased in the amount of Euros. I ask *** *** to send this signed form directly to me at *** so that I may expedite her payment. However, I regret we must once again respectfully deny the request for reimbursement of taxi costs
Thank you for the opportunity to address this claim
Sincerely,
*** ***
*** *** ***
*** ***

As stated in my previous response, the compensation is for cash reimbursement of the necessities purchased
The cash compensation can be sent via wire transfer, or if *** *** wishes, we can mail her a check in the equivalent US dollar amount to the USA address she provided. We cannot proceed without receipt of the signed release and photo I.D I
I ask once again that *** *** email it to me directly at *** and confirm the banking details.
I also need to know if *** *** accepts the goodwill offer of a $electronic travel voucher good toward future travel on Alitalia If *** *** accepts this additional and separate offer, I will need to revise the release for her signature to include the voucher.
Note that vouchers are not sent via bank transfer, they are communicated via Email to include the voucher number and redemption details
If *** *** has any other questions she is invited to email me directly. 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:
AGAIN MY ISSUES HAVE NOT BEEN ADRESSED AND I WILL REITERATE WITH MY PREVIOUS RESPONSE
Prior to my flight, I had made arrangements with a telephone agent several times to set meup with a bassinet. They did not make me aware of any weightrequirements.Also when booking on your website, thereis NO OPTION TO PURCHASE A TICKET AT A CHILD'S RATE IN ORDER TOSECURE A SEAT FOR MY CHILD. Again, when booking on your website, there is NO OPTION TO REQUEST A MEALFOR MY TODDLER, for that even a baby mealHe is no longer an INFANT whorequires baby food According to your website, Children 0-monthsold are given homogenized baby foods including low-fat meat, vegetables, fruitand dessertPer my pediatrician, he is no longer to eat baby food,but regular dietary meals as adults doIf I was made aware of these issues prior to booking, I could have plannedaccordingly. YOU HAVE FAILED TO ADDRESS MY OTHER ISSUES AS WELL, INCLUDING YOUR FLIGHT ATTENDANTS INSISTING ON PLACING MY TODDLER IN THE BASSINET, IN WHICH HE IS OVERWIEGHT FOR.Once again, I havereviewed the response made by the business in reference to complaint ID# ***,and have determined that my complaint has NOT been resolved because:Alitalia has tried to offer me € transportation voucher(ETCV) that expires one year from now and denied my request for a monetaryrefundAs a family struggling in this economy, it was very hard for us toobtain the funds for our family trip and took us quite a few years to save upfor this trip. Your "gesture" of issuing € transportationvoucher (ETCV) that expires one year from now is not adequate for yourMULTIPLE HEALTH AND SAFETY ISSUES we have experienced on your tripWewould like a monetary refund for these issues as it is impossible forus to obtain the funds for another European vacation within a yearstimeSincerely,*** ***

Alitalia sincerely regrets to learn of the difficulties *** *** and family experienced when traveling to Israel on December **, 2014. We fully understand how difficult it is for our guests to be without their belongings. Alitalia is committed to continuously work on improving our
baggage handling procedures in order to minimize these occurrences.Alitalia settles baggage claims in accordance with the provisions and limitations set in *** *** of 1999. Passengers are required to submit their complaints in writing within days of luggage delivery in order to receive full reimbursement of necessities purchased up to the *** *** limits. I have not been able to locate a written claim under the name of *** *** in our database. Kindly provide us with an Alitalia reference number (either a Property Irregularity Report number or dossier number) and I will be pleased to investigate further.Thank you,*** *** *** *** *** ***

Alitalia sincerely apologizes to *** *** and his family for the inconveniences they experienced as a result of a downgrade situation which occurred on their flight from Toronto to Rome and BeirutWe fully understand how frustrating these situations can be for our guests and we are very
sorry if this experience has left *** *** with a negative impression of Alitalia.
Our records indicate that we sent an Email to *** *** on July **, confirming compensations of the airfare difference between Premium Economy and Economy airfares. The email is attached here. We regret if *** *** did not receive our correspondencechecks in the amounts of $CAD each were mailed on August **, 2015 and cashed by the customer on September **Thank you for the opportunity to respond to *** *** concernsSincerely,
Customer Relations
Alitalia S.A.I

*** *** has been advised several times both verbally and in writing that his compensation will be in his account within daysIt was requested on August *, so he should see the funds very soon
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:
Following AlItalia's response, I forwarded the original correspondence to the address they providedI have also attached the documents hereIt shows that I did indeed file for reimbursement within the time constraints and with all required paperworkI hope they will resolve this quickly.
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:
my complaint has not been answeredThe business has not contacted me.
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:
The Alitalia website does not state that the weight limit of the allowed hand luggage and an accessory item would be combinedIf the website clearly stated that Alitalia's policy was to review the combined weight of hand luggage and an accessory item, there would be no confusionThis is misleading to the customer and concerning that they are deceiving people, more importantly deceiving whomever they choose
Client's are led to believe that they are allowed to bring kg of hand luggage, plus their accessory item, as stated clearly on the Alitalia websiteIn my personal case, I was forced to check my hand luggage and I therefore added weight to my baggage because I knew I was getting charged for more than kgThis is why my 'checked' luggage was a total weight of kg and not just kgThis is a difficult position to argue due to the fact that I saw my luggage weight (kg + kg) as the Alitalia employee weighed each item, and all there is to prove it, is my word against AlitaliaI would like to also mention, this is the first time in the last four years of multiple international flights that I was asked to weigh my purse in addition to my hand luggageI flew home in December with *** and this was not a problemI also find it very coincidental that this situation happened on a day when many students were flying home from spending their semester studying abroad in ItalyThere was a line of students being charged for their allowed carry on luggage in addition to meUpon boarding my connecting flight in Rome I noticed numerous passengers (adult tourists) boarding with 'rolling' hand luggage in addition to theirs purses or backpacksI asked a group of them if they had any trouble checking their carry on luggage and they told me they had no problem at all and they were allowed to do so at no extra costWhy were they not held to the same standard that I was?
Upon flying back to Florence, Italy I was allowed to take both my purse and hand luggage with no extra charge; the same purse and hand luggage I was charged for upon my departure from Florence
I received a second email response from Alitalia and they restated their first email to me and added that they have the right to weigh accessory items in addition to the allowed carry onI believe this is manipulative and misleading to customers because, again, the Alitalia policy written online clearly states the items allowed for "accessory items" plus the "hand luggage" and it does not state anywhere that the combined weight of all items would be taken into accountIt is more manipulative that at their discretion they can allow people to carry on a hand luggage and an accessory item at no extra cost, even if the combined items are over kgI would like to know what standards they are using to evaluate who does and doesn't get chargedThe fact that I was not charged when I was flying back to Florence from LAX demonstrates that this process is completely based on the personal opinion of the employees checking me in for my flightI am extremely disappointed with AlitaliaI have flown internationally, twice a year for the past four years, and this situation will deter me from choosing them in the futureCustomers should be aware of the unethical business practices of this companyI still believe I deserve a refund because I complied with their policy as stated on their websiteI would like to see the addition of 'combined weight for hand luggage and accessory items' included on their websiteLastly, I would like them to explain the standards they use in justifying who pays and who does not pay for accessory items; I would like them to explain how the adult travelers I spoke to on my connecting flight were able to carry on their hand luggage (rolling luggage) plus backpacks as personal, accessory items; and, how I was able to carry on the same hand luggage and accessory item at no extra charge when flying back to Florence?
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Sincerely,
*** ***

Alitalia sincerely regrets the inconvenience *** *** *** has experienced regarding the changes she wishes to make to her reservation
Allow us to explain that Alitalia offers a variety of airfares at different price levels to accommodate the needs of our customers.
Specially priced airfares such as the one *** *** purchased, come with specific restrictions such as penalties for changes and/or non refundable in the event of cancellation. These rules are disclosed prior to purchase
Our records indicate that *** *** *** was duly informed of the airfare rules which state no changes allowed and ticket unrefundable. *** *** *** accepted these restrictions as she wished to purchase the most conveniently priced airfare
***
It is our understanding that *** *** *** refused to pay the amount quoted and wishes to negotiate a lower rate. It is not possible to accommodate this request as airfares and fees are not negotiable. While we fully understand *** *** disappointment, we must respectfully deny her request and maintain a consistent policy in order to be fair to all our customers
Should *** *** *** accept to pay the airfare difference we suggest she contact our call center as soon as possible to ensure the best price at ***
Thank you for the opportunity to respond
***