Alitalia

We reiterate our apologies but we must adhere to our decision.  The written claim was not sent within the time limits set in Montreal Convention, therefore Alitalia cannot provide the monetary compensation.  Instructions on how to file claims is published on our website [redacted]Thank you.

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 matter has not been resolved I am still waiting for someone to contact me regarding this matter I would like to not close the complaint also because I have sent Alitalia over 40 messages and / 30 phone calls not one has been answered I need the Revdex.com to continue mediating until either the matter is resolved to my satisfaction or after legal action has been taken.If Elizabeth is getting a copy of this Elizabeth please keep in mind that the Revdex.com requires that I click this link and submit more information or the complaint is considered resolved we spoke, not because you contacted me, but I called you. I have done all the leg work I have spent hours on the internet searching for America contact information for your company I located your number, and contact information for other employees of Alitalia  keep in mind the luggage that was returned to me at 3 a.m. in the morning my belonging are damaged brand new dresses and my sons Xbox controller which I'm sure you now they're $60 I had to go buy another one. also his 10th birthday present with all the electronic items that I listed previously have not been returned to me I am very upset brand new dresses ruined electronics ruined. I'm 100 percent certain that if they return to me my first piece of luggage full of rain and mildew and totally damaged electronics from lack of care on the part of Alitalia. I am also certain that the luggage that is missing which alitalia refuses to return to me probably is severely damaged and they are all electronics I am very very very upset.
I'm very surprised that you are requesting a list and photos of the items in side of the luggage I have sent over 40 emails with a list and photo of the items to both Revdex.com and Alitalia.your attempt to further harass me and cause me pain and suffering is working. 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Alitalia sincerely regrets that [redacted] is not satisfied with our response of October **, 2016.
We reiterate our sincerest apologies for the inconvenience experienced when traveling with our airline on August *, 2016 from Rome to Los Angeles on flight number [redacted].  We assure [redacted] that Alitalia takes the issues she raised very seriously and that it is the company's policy and intention to provide professional, dignified service to our guests.  We have investigated the matter with our airport station in Rome and confirm that due to inadvertent human oversight, [redacted] was boarded on the wrong aircraft.  Once the flight attendants realized what occurred, [redacted] was offloaded and assisted with a transfer to the correct gate and boarded her correct flight in time before departure.
Alitalia fully realizes how stressful this experience was for [redacted] and we want to assure her that this was an isolated case.  Nonetheless Alitalia has addressed this issue with the airline's inflight department to ensure that this never happens again in the future. 
Alitalia granted [redacted] a goodwill compensation offer of an electronic travel credit voucher (ETCV) in the amount of 250.00 Euros which can be used toward the purchase of future Alitalia operate or Alitalia code-share flights.  We truly regret that [redacted] is not pleased with this compensation, however monetary refund does not apply in this case and we must respectfully deny her request.  We want [redacted] to know that  the 250.00 Euro ETCV offer was not meant to place a value on her travel experience, rather it is a sincere gesture of Alitalia's concern for the difficulties she faced on August *.  We hope that [redacted] will reconsider to accept the ETCV and provide Alitalia with another opportunity to restore her confidence on a future flight.
Sincerely,
Elizabeth S[redacted]
Manager, Customer Relations USA

Alitalia sincerely regrets to learn of the difficulties [redacted] has experienced with our airline.  The matter is under review at our Head Office and we will respond to [redacted] directly.Thank you.Customer Relations USAAlitalia S.A.I.

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]

Alitalia sincerely regrets to learn of the inconvenience [redacted] experienced when traveling with Alitalia and for the difficulties encountered in obtaining compensation of expenses.  The records indicate our Customer Relations office sent an offer to compensate 100% of the...

expense.  A copy of  our Email requesting a reply confirming acceptance of the offer is attached.  To date we have not received a response to this Email (note the file is under the name of [redacted], [redacted] number
[redacted]).  A representative will contact [redacted] againto renew the offer.  We ask [redacted] to please check their Emails carefully so that we may expedite payment.  Thank you.
[redacted]
[redacted]
[redacted]

As explained to [redacted], the bag was handed to Delt Air Lines.  If the luggage has been lost while in Delta's care, Alitalia will compensate [redacted]. However we ask [redacted] to allow a little more time for Delta to respond to our inquiries.  Thank you.

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:

I have reviewed the response from Al Italia. I appreciate that they are looking into the matter however, this does not resolve my complaint. My complaint will be resolved when I receive my baggage. In addition, my wife was able to locate where the baggage is through her conversation with Delta Airlines. Al Italia's baggage claim service is never answered and nor does anyone call back and my baggage has been missing since September **, 2014. I need more than a "we're looking into it" as as answer.
 
 
 
 
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:

[As previously mentioned, I attempted to upload the documents within the time frame. The Alitalia website was not functioning. Please send a check for the expenses caused by Alitalia's negligent handling of my luggage. Thanks.]
 
 
 
 
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] experienced when traveling with our airline on December **, 2014. We can only imagine [redacted]'s frustration when her luggage did not arrive as expected and fully understand how difficult it is for our guests to be without...

their belongings.  We're truly sorry if this experience has left [redacted] with a negative impression of our services.   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 Montreal Convention of 1999 which states passengers must write to the carrier within 21 days of luggage delivery.  [redacted] maintains that she sent her written claim to Alitalia in early January 2015.  We have searched through all of our incoming mail from January and to date have not received [redacted]'s correspondence. The first correspondence was an Email received on January ** without any reference to previous correspondence. Consequently the claim was denied. As we must maintain a consistent policy with all our guests, we regret we must adhere to our decision and respectfully deny compensation.If the correspondence was sent to Alitalia Customer Relations [redacted], via registered mail or other traceable method, showing the postage date within 21 days of luggage delivery, we ask [redacted] to kindly provide this proof and we will be pleased to reopen the case for compensation.Again, we're very sorry for the disappointing service [redacted] encountered with our airline.  As our valued guest, we hope to restore [redacted]'s confidence on a future Alitalia flight.Sincerely,[redacted] Alitalia S.A.I.

Alitalia sincerely regrets to learn of the inconvenience [redacted] experienced regarding his grandfather's ticket.Unfortunately we are not able to confirm if any misinformation was provided by our call center.  However allow us to explain that traveling with correct documents is the...

sole responsibility of the passenger and it is recommended to check with Government Offices such as Consulates and Embassies for the most up to date requirements. This information is disclosed on our website at wwww.alitalia.comWhile we can fully understand [redacted]' frustration it is important to mention that carriers are exposed to very heavy fines should violations occur.  Alitalia cannot be held liable for the lost travel in this case and therefore we're not able to refund the penalty fee for cancellation.Alitalia greatly values [redacted]' business, and we will always consider it a privilege to welcome him aboard an Alitalia flight.Sincerely,[redacted], Customer Relations USAAlitalia C.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] resides. Claims are settled in country of passengers' residence, therefore we have requested a 2nd review of the claim and respectfully request [redacted]'s continued patience. The Alitalia office in Israel will review the matter once again and will respond directly to [redacted] as soon as possible.
 
Thank you.
Alitalia Customer Relations N. America

Alitalia sincerely regrets to learn of the inconvenience [redacted] experienced when traveling with our airline.
Passengers are allow 1 piece at 23 kilos to check in for free. Excess baggage charges are based on the number, size and weight of the luggage.  Alitalia's baggage policy can...

be found on our website at [redacted].  Here is the link for checked baggage info:  [redacted]In order to properly evaluate the matter we invite [redacted] to send her claim with copies of excess baggage receipt and luggage tags to the correct address for Alitalia Customer Relations which is: [redacted]. Claims can also be filed online at [redacted] or sent via fax to ###-###-####. 
Alitalia will provide a response with explanation of charges within 30 days of receipt of the claim.
Thank you.
 
Alitalia Customer Relations

Alitalia sincerely regrets to learn of the inconvenience [redacted] & [redacted] experienced when traveling with our airline from Rome to JFK on October **, 2015. 
Our records indicate that the Alitalia Customer Relations office did send [redacted] an Email (copied below)...

on November *, 2015 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.I.
Original Text
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
 
Dear Mr FEINTUCH VICTOR,
We would like to express our regret concerning the inconvenience you experienced with our flight [redacted] on **/10/2015.
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 flight.
The voucher is valid for 1 year from the date of issuance towards the purchase of Alitalia electronic tickets for yourself or for anyone you may choose.
Should you choose to receive the ETCV we kindly ask you to complete and send us the disclaimer form you may find attached.
As 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 number.
Should 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 BANK.
With 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 passport.
Please, 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 future.
Best regards
Alitalia Customer Relations
ALITALIA – Società Aerea Italiana S.p.A. Relazioni Clientela         [redacted] ###-###-#### email:[redacted]

BRevdex.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:

[The cheques that were sent to me were for the inconvenience on the flight from Toronto to Rome.the same thing happened on the flight from Rome to Toronto except this time they did not even give an explanation on why the seats were downgraded.at no time it was mentioned that the tickets from Rome to Toronto were downgraded to economy otherwise I would have never accepted.I was planning to give my family a very comfortable flight on their vacation but it turned out to be the worst flight they ever took.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Better Business...

Bureau:
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]
 MY ITEMS HAVE NOT BEEN RETURNED TO ME AND I AM TOLD I MUST WRITE MORE EMAILS I HAVE SENT OVER 36 EMAILS IN THIS MATTER AND I HAVE NEVER RECEIVED A RESPONSE FROM ANYONE AT ALITALIA.I WOULD NOT LIKE TO EXCEPT THE STATEMENT THEY WILL CONTACT ME DIRECTLY BECAUSE NOT ONE EMAILS HAS BEEN RESPONDED TO OR ACKNOWLEDGED ALITALIA IS HOLDING MY SONS 10TH BIRTHDAY ITEMS, PLEASE SEND ME A CHECK IN THE AMOUNT OF $2999.000ATTACHED ARE PHOTOS OF IDENTIFYING MARKERS ON MY LUGGAGE ALSO PHOTOS OF THE CONTENT OF THE LUGGAGE....
 
 
 
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:

While it is true that I contacted Air France about my meals, my original order was when I booked my tickets. Here is a small cut-and-paste from that transaction, which shows clearly that kosher meals were ordered for returning flights [redacted] and [redacted]. More than that, while Alitalia has responded to Revdex.com, other than sending me a very puzzling, "[redacted]" they have yet to contact me with any explanation at all!
[redacted] 
Regards,
[redacted]
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
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 case. No,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 because:
 When the Chief Steward offered me a 200 euro refund for my nonworking equipment on the flight, it was 200 euro cash, not a travel voucher that I will not be able to utilize. It took years for meto save up the money to purchase the Alitalia ticket in the first place. With a one year expiration date, it is humanly impossible for me to use that ticket voucher. I cannot transfer or gift this voucher as there is no one I know who is going to be able to use the voucher. This is an empty offer.I only want that which was promised to me. No more, no less. For Alitalia to reject my request on the basis of being consistent, does not take into account the consumer. This is a corporationunwilling to bend for the individual. Again, their promise or promotion of providing the best possible customer service rings false.?
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question about
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]
 
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]