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:

 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We will attempt another call as soon as possible, however if [redacted] is not available to speak, we suggest he contact call center directly at [redacted]t his convenience to discuss alternate dates of travel.  Thank you.

Alitalia is very sorry to learn of the inconvenience [redacted] experienced when traveling with Alitalia.  We fully understand his disappointment when the luggage did not arrive as expected.  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 stipulates passengers must write to the carrier within 21 days  from date of luggage delivery to file a claim for reimbursement of necessities. This information is disclosed at our airport luggage offices and is published on our website at [redacted]
Our records indicate that the Alitalia Customer Relations Office did not received a baggage claim under the name of [redacted].  The email address for claims and complaints is [redacted] and the correct mailing address is Alitalia Customer Relations [redacted].  Claims can also be submitted online at [redacted].
We ask [redacted] to provide copies of the Alitalia Property Irregularity Report, luggage tags, Eticket and relevant receipts along with a copy of his correspondence with Alitalia showing he submitted the claim within 21 days.  If [redacted] cannot provide the documentation and correspondence with proof of mailing we regret that compensation cannot be made.
Thank you,
Customer Relations USA
Alitalia SAI

Alitalia sincerely apologizes for the inconvenience [redacted] has experienced regarding the delayed delivery of her car seat.
Our records indicate that the claim was denied because the car seat was not lost, it was delayed and ultimately delivered to the passenger.  However the...

Alitaila [redacted] at Chicago O'Hare Airport authorized the purchase of a replacement car seat, in accordance with Montreal Convention of 1999.  We apologize for the oversight and agree to refund [redacted] $213.03 for the replacement car seat she purchased.  A check in this amount will be mailed to [redacted] within 30 days.
Alitalia greatly appreciates [redacted]'s business and we look forwad to welcoming her aboard a future flight.
Thank you for the opportunity to address this matter.
Sincerely,
[redacted]
Alitalia C.A.I.

Alitalia has already provided multiple extensive replies. We reiterate again that [redacted] received his applicable refund. No additional refund is due.
Our position remains final.
 
Thank you.

We're very sorry that **. [redacted] does not accept our explanation which was reiterated our position in writing and verbally numerous times. 
Alitalia's baggage policy is published online at alitalia.com.  **. [redacted] had excees luggage and did not want to pay applicable fees.  He delayed and missed his flight by trying to negotiate payment with various airport staff. Although the airfare rules do not permit reissuance when flight date is passed, we have provided the passenger with our one-time waiver to travel with the tickets purchased by paying applicable fees. This is our final offer.  We regret we are not able to make any other exceptions nor can we provide compensation. 
Thank you,
[redacted] [redacted]

Alitalia sincerely regrets to learn of the inconvenience [redacted] has experienced regarding the delayed delivery of his luggage. We fully understand how difficult it is for our customers to be without their belongings and we're very sorry if this experience has left [redacted] with a negative...

impression of Alitalia.  Please know Alitalia is committed to continuously work on improving our baggage handling procedures in order to minimize these occurrence.
Our records indicate that [redacted]'s email was indeed received, and we apologize for the delay in responding.  As [redacted] resides in Italy, our customer care office will reply to the claim.  Kindly allow 30 days for finalization.
We greatly appreciate [redacted]'s business and hope to have the opportunity to better serve him in the future.
Sincerely,
[redacted]
[redacted]
[redacted]

Our customer care office in Italy has already spoken to [redacted] and he clarified that his permanent address is USA.  We assure [redacted] that the office handling USA claims willc ontact him as soon as possible.
Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved subject to final payment. If no payment is received within 30 days, I will continue my complaint.
Sincerely,
[redacted]

Alitalia sincerely apologizes for the inconvenience [redacted] experienced regarding his missing luggage. We fully understand how difficult it is for our Guests to be without their belongings and we truly regret that this experience has left [redacted] with a negative impression of our services....

An Alitalia customer relations agent will shortly contact [redacted] with the status of his missing luggage and to provide the applicable compensation offer in accordance with the provisions and limitations set in Montreal Convention of 1999.We reiterate our apologies to [redacted] for this inconvenience and we thank him for his continued patience.Sincerely,Customer Relations USAAlitalia S.A.I.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]
/>

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 you.
Customer Relations N. America
Alitalia S.A.I.

As explained in previous correspondence, and as stated in Montreal Convention, and as published on our website [redacted] , the 21 days is calculated from the date of delayed luggage delivery. Thank you.

We already provided a response as passenger wrote to the Department of Transportation as well.
I personally spoke to [redacted] and explained that we would make the exception to allow ticket reissance, but that he must pay the airfare difference.   The passenger...

accepted.
Here below is a copy of our response.  Thank you.
 
Dear **/[redacted]:
 
Thank you for your patience as I reviewed your claim.  Alitalia takes the issues raised in your correspondence to the DOT very seriously. We are concerned that our standard of service be upheld at all times and as a result we have conducted an investigation with our airport department.  Here are our findings:
 
Alitalia flight [redacted] of May **, 2014 was scheduled to depart at 4:20 pm local time.  You were checked in via web check and arrived at the Alitalia counter at 3:15 to check your luggage.  Our check-in counters close at 3:20 pm.  Allow me to explain that check-in deadlines are established in order to allow ample time for procedures, including baggage check, security measures and boarding of all passengers.  At a certain time, in order to maintain our scheduled departure time slot with air traffic control, the flight becomes “closed” . 
 
You wanted to check 5 pieces of luggage which were all overweight. Additionally your hand luggage weighed 17 kilos while our allowance is one hand luggage at 8 kilos.  Your ticket and roundtrip travel from Los Angeles to Cairo allowed 1 checked piece of luggage at 23 kilos.  This information was disclosed to you at time of purchase and is indicated on your Eticket.   Alitalia‘s baggage policy and rates for excess pieces and weight is published on our website at [redacted].  While we recognize your disappointment with our baggage limitations, please understand that these limitations are set to ensure safety of the aircraft. Adherence to our baggage policy may be monitored by aviation authorities and failure to enforce the policy with respect to the size and weight of each bag can result in regulatory action against our airline. 
 
When you were advised of the applicable excess baggage fees you attempted to repack your luggage. Our staff at Los Angeles allowed you ample time to finish packing and board the flight.  At 3:40 pm you had not finished repacking and our staff had no choice but to off-load you from the flight.  At approximately 4:30 you spoke to our station [redacted] to make a payment of $100.00 only for bags and rebooking.   The specially priced tickets you purchased allow changes prior to departure at a fee of $300 plus any applicable airfare difference, depending on the availability of the new flights. 
 
Although your tickets can no longer be changed, we agree to make a one-time exception as a goodwill gesture and allow you to rebook a new departure by paying the $300.00 fee and applicable airfare difference per ticket .  Please contact [redacted] and advise them to email a waiver request to Alitalia Internet Support so that they may proceed with the booking and reissuance.
 
We greatly value your business and look forward to welcoming you aboard our flights.
 
Sincerely,
[redacted]
[redacted]
[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:

I have been in contact with Al Italia Customer Relations representative [redacted]. I was told by her that Al Italia transferred my baggage to DELTA Airlines on September [redacted], 2014. Then my PIR number and airline tags were removed from the world tracer system. When I attempted to enter the information, it states there is no information at this time. I contacted DELTA Airlines about the matter and they suggested that I file a complaint to prove that they do not have my baggage as Al Italia is claiming. I have attached the emails between myself, Al Italia, and DELTA. 
On September [redacted], my baggage was in JFK airport. Now the baggage has disappeared. No one has been in contact with me since 09/**/2014.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We have responded to [redacted] today.  The vouchers will be issued within this week.Thank you.Customer Relations Dept.Alitalia S.A.I.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted]2, and have determined that my complaint has NOT been resolved because:

1. Business response states: "[redacted]" This was not a "choice" this is the only option for booking on Alitalia.com. All roundtrip fares appear to be sold as separate components. 
2. Business response further states: “[redacted]” This is precisely the issue. I chose the higher return trip component ONLY because it was prominently advertised as fully refundable. This appears to be the only “benefit” of the more expensive component price. Yet when I requested a full refund for this component, it was denied.
Alitalia's response continues to ignore the question of what value was offered for the $1074 premium paid for a refundable ticket and how it could be that if we had purchased a non-refundable fare and then requested the same refund we would have saved over $1300
3. Business response further states: “Roundtrip airfares must be flown roundtrip.” This was not stated anywhere in the booking process. The website booking gave every indication that the components are independently priced and independently refundable.
4. Business response further states:“[redacted].” The possibility that a one way fare would be applied in the event of a cancellation was never disclosed. To the contrary, the fare prominently advertised as fully refundable.
5. Business response further states: “[redacted]” As stated previously, this is patently false – yet Alitalia continues to maintain this fiction. There were no such “airfare rules” disclosed prior to completing the booking. As shown in the attached screenshot, there are no fare rules disclosed nor is there a link to such rules. The alleged Airfare rules which contradict the prominently advertised fares and refunds are NOT disclosed anywhere in the booking process. The only fare rules that appeared in the booking process are those which advertised a free refund for the $1637 inbound segment. There is no indication anywhere that the free refund for the full amount of a refundable segment would not be honored or that the fare would be re-rated.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Alitalia is very sorry to learn that [redacted] is having trouble booking Award Travel using Mileage points.  Allow us to explain that award seating is limited and may not be available on preferred dates.  Although the flight may show seats available for selling, they may...

not necessarily be seats allocated for mileage awards.  Due to the limited number of award seats available, especially during high season, it is highly recommended to book in advance as much as possible and to be flexible with the dates.  We will have a call center agent contact [redacted] to review the dates and offer alternate options if necessary.Alitalia greatly values [redacted]'s business and we look forward to welcoming him aboard our flights.Sincerely,Customer Relations USAAlitalia S.p.A.

Alitalia sincerely apologizes for the inconvenience [redacted] has experienced. Our records indicate the compensation check is issued and will be mailed within week ending September **, 2014. 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]
[redacted]
[redacted]

Alitalia sincerely regrets to learn of the inconvenience [redacted] experienced when traveling on flight AZ621 from Los Angeles to Rome on September 2014.  Alialia is very concerned that our standard of service be upheld at all times.  Alitalia guests should expect quality...

service from the moment they board our flights until they have completed their trip. and we're truly sorry that [redacted] could not fully enjoy all the amenities provided due to the faulty entertainment system.  Unfoturnately, in spite of the rigorous maintence schedules to which our aircraft are subject, there are rare ocassions when entertainment equipment malfunctions. When this happens our crew immediately files a report so that our technical team will take appropriate action as soon as possible.  In these circumstances, it is Alitalia's policy to provide goodwill compensation in the form of travel credit only.  We're sorry if [redacted] is disappointed with our offer of an Alitalia travel credit in the amount of $200.00. This offer was not meant to place a value on [redacted]'s travel experience, rather, it is a sincere gesture of our concern for the inconvenience experienced.  Allow us to explain that the travel credit, issued in the form of an Electronic Miscellaneous Document (EMD), is good toward the purchase of Alitalia operated, or Alitalia code-share flights (including flights operated by our SkyTeam Partners, codes on Alitalia - AZ).  The EMD must be redeemed via the Alitala call center within one year from date of issue for travel anytime thereafter.  For example if the EMD is issued on February **, 2015, it must be redeemed no later than February **, 2016 for travel booked anytime through Frebruary **, 2017.  Additionally, [redacted] may transfer her EMD to another person of her choosing by advising the Alitalia reservations agent at time of booking.We apologize for any misunderstanding but it is not possible to provide monetary compensation as we must maintain a consistent policy with all our valued guests. Should [redacted] reconsider and accept our offer, the EMD number and redemption details will be sent to her Email address within 30 days.  We look forward to restoring [redacted]'s confidence on a future Alitalia flight.Thank you for the opportunity to respond.[redacted], Customer Relations USAAlitalia S.A.I.?