Alitalia

We reiterate that the baby meal can be requested via the call center and that this information, along with all information regarding bassinets and seats for infants  is published on our website [redacted] The Alitalia call center is open 24/7 at ###-###-#### to answer any questions passengers may have about special travel needs.
Alitalia regrets the inconvenience [redacted] experienced however we are not able to increase our goodwill offer or provide cash compensation.
Thank you.
Customer Relations USA
Alitalia S.A.I.
[redacted]
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[redacted] [redacted] [redacted]
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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.

In reply to [redacted]'s complaint to the Revdex.com regarding booking code [redacted] Alitalia sincerely apologizes for any miscommunication with our call center or Orbitz.  To clarify, name corrections are allowed at no charge as long as they meet the criteria such as...

typos of up to 3 letters, and/or maiden/married names. A Name Correction entails a maximum of 3-characters and/or married,maiden name issues.  Instead, a Name Change refers to a complete different name.  And, in this case,  it is a Name Change request because the customer is changing the name from [redacted] to [redacted]. On June 3rd Alitalia sales support advised Orbitz of the Alitalia policy and guidelines in order to make a ‘one time exception’ for this name change request. Orbitz must create a new booking with the new name and with same itinerary in same original booking class –or-higher.  The new resulting fare must be equal-or-higher of the original fare paid. Fees for changes must also be collected.   Once Alitalia Sales Support receives the new ticket, we will grant a another waiver code to fully refund the incorrect original ticket.  We also asked Orbitz to submit legal documentation proving that [redacted] are the same person as we may be able to make an exception in this case. We have not yet received this proof.   We reiterate our apologies for any misunderstanding.  Thank you for allowing Alitalia the opportunity to address [redacted]'s concerns.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 find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

The check was mailed.  Please allow at least until next week for postal service to deliver. If the check does not arrive by then please contact me directly at [redacted] and I will investigate with the accounting office.Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I have send all the information as the told me by  fax on the 8/**/2016 ,7:42 am [redacted]So I'm still waiting for a response from Alitalia customer service.
[redacted]

Alitalia has received [redacted] complaint also sent to the U.S. Department 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 apologizes for the inconvenience [redacted] has experienced regarding the delayed delivery of his luggage.  We fully comprehend how difficult these situations are for our Guests and we're very sorry if this experience has left [redacted] with a negative impression of...

Alitalia.Our baggage tracing results indicate the luggage may have been located. We are waiting to hear back from our airport station to confirm. We respectfully request [redacted]'s continued patience as we finalize this matter.  He may be assured that our customer care office will contact him with the update and to discuss his claim (#[redacted]).  We reiterate our apologies and thank [redacted] for his understanding.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 have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 I have still yet to be contacted by the airline.  If they have found my bag, why have I neither received it nor have I gotten any word other than the response from the Revdex.com claim?  It has now been 82 days.  At 45 days, they declared my baggage lost.By the end of this week I need one of the following two things from Alitalia:1) My baggage is delivered to my home intact with no issues, or2) I received a letter denying my claim, or approving my claim for $x.xx.If neither of these actions happens by Fri July, **, I will have to escalate this case.
 
 
 
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 instructed I am providing Alitalia with further information regarding my mothers flight. (Please see below and attached).  I do not have a baggage claim number the, the baggage ticket in the attachment is a picture of the luggage that arrived safely. Please note that the carry-on in question was located at the origin airport in Skopje MK, upon arrival in JFK.   However this baggage still has not found its way back to where it belongs.                                   [redacted]
[redacted]      [redacted]                         [redacted]                              
[redacted]             [redacted]
[redacted]                                 [redacted]               [redacted]                                                                      
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[redacted]      [redacted]                           [redacted]                  
 [redacted]             [redacted]                                       
        [redacted]                     [redacted]                            
[redacted]                     [redacted]
[redacted]        [redacted] 
 Thank you in advance for your help,
 
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 3 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]

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]

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]
 I received a phone call on Tue at 4pm EST.  They told me that they are not sure, but may have found my bag and are waiting to hear back from the baggage department.  The representative had also told me that they would know for sure by Wed or Thur at the latest and would contact me again.  They promised me that by Fri 7/**/2015, I would have either 1) notification that my bag is being returned to me or 2) I would have a email notification with the settlement letter of what I am being paid.It is now Fri.  I have received no further contact from them.  I did not get called on Wed or Thur as promised.  I don't understand how it is this difficult to know if the bag that they found is mine or not.  It either is or is not.  They have all my information and pictures of my bag.  This is not a confusing process.  Either way, I am DEMANDING contact today with some answer as to what is happening.This is unbelievable and unacceptable service.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: Hello, I am writing this claim, because I would like my items returned to me I would also like for someone to know that these horrible events happened to me.

I had a flight from tel aviv to Rome final destination miami flight number [redacted] June [redacted] and [redacted] june [redacted]

During the flight from Tel aviv to Rome There was no ROOM IN THE the overhead for my carry on luggage 2 pieces. One (1) belonging to my son containing a Xbox 360 consol model E and Gaem sentry Entertainment environments case ,video games with a television inside of the carry on case with all the accessories which included 6 Xbox 360 games, Xbox power supply, Xbox gold crome controller limited edition, rechargeable batteries 2 USB cords one is red and gold the other is gray, an extension cord which is brown an HDMI CORD RED AND GOLD

1 GAMES GISS SENTRY personal gaming environment 15.5 HD LED display. ($385.99)

1 Xbox 360 500 gig. ( $ 265.50)

1 Xbox 360 controller gold crome limited edition ($65.56)

1 HDMI MÖNSTER 700HD CORD.($105.42)

1 pair Adidas shoes ($49.99)

1 Puma shirt (12.99)

1 puma pants (24.99)

2 CARTONES of Pall Mall cigarettes ($50.00)

2 regargeable AA batteries ($6.99)

6 xbox 360 games ($60.00x6) each ($360)

1 extension cord + three slots plug $ (12.99) each.

2 CARTONES of Pall Mall green cigarettes which were purchased at the duty free and added to the luggage adidas flip flops for boy.

One red and black Puma shirt 1 red and black Puma pants.

Please see attached photo of the case which is located inside the carry-on luggage.

On the outside of the luggage is a green sticker with bright white letters with the word Security on it please see attached photo also a yellow tag with handwritten words spells EDET. ( a representative misspelled MY NAME the correct spelling is IDIT)

The suitcase has wheels it is black and has a handle which is retractable the brand is [redacted] which was purchased by me.

When I arrived in Rome, to retrieve my to carry on luggages, I was asked where is the sticker I said " the attendance did not give me a sticker, "the Alitalia representatives said "why did I not take a sticker? "I said I did not know I was supposed to get a sticker" for carry-on luggage, which was taken from me and stored beneath the plane.

I apologized to the representative of alitalia, and stated, " I do not work for Alitalia and did not know the procedure for storing carry on luggage under the plane, when there is no room in the cabin.

I Added, the workers were very busy with many passengers who had many issues.

And I feel due to the many, many customers that Alitalia's representative were assisting they neglected the correct process for tagging my carry-on luggage properly, which I completely understand, however I find it unacceptable that I should be at blame for Alitalia representatives not following proper procedure to assure that I receive my carry on luggage.

I approached the desk in Rome for my flight from Rome to Miami. I explained my situation to the representative on duty who was very very nice and she located both my luggages from the Tel Aviv flight.

At 9:14 a.m local Rome time, The Alitalia representative at the desk of flight 806 in Rome told me that they located both my carry-on luggages from the Tel Aviv flight to Rome, and that they would forward them the following day the [redacted] of June on a flight and would be forwarded to me. I added there are more than two (2) hours before the flight departs.

The

I asked the representative why can't they bring me my carry-on luggage so that I can fly with my luggage to Miami, I also informed the representative that I had just received my period & I would like to travel with my personal items and my son's electronics as mentioned above.

Alitalia representative told me that the flight was beginning to board and they would not have time to bring me my carry on luggage.

Please keep in mind that the conversation started with the Alitalia representative at 9:03 a.m. Rome time and the flight was not due to depart until 11:40 a.m. local Rome time.

My luggage was located by 9:14 a.m. local Rome time.

I was confused as to why they could not get my luggage to me in more then two (2) hours and prevent me from having no toothbrushes, toothpaste soap and other personal items that I needed to maintain proper hygiene during this very sensitive time of the month, on this very long flight, not to mention my sons electronics, which where his 10th birthday presents.

I also notified the representative of Alitalia my period just started. And that I needed personal items from my carry on luggage to maintain proper hygiene and prevent further damage to the clothes I was wearing

At this point the [redacted] arrived and told the representative to put me on the flight and to tell me that my things would follow me to Miami.

I asked the [redacted] if I could stay in Rome and wait for my carry-on luggages, because I really wanted to refresh myself and I really want it to change my soiled clothes, and my son deserves his birthday present he is a straight A student he worked hard seeing how it would take them more than 2 hours to get my luggage to me while in Rome.

I was told "yes you can stay in Rome, an additional 24 hours at the airport, however "we" Alitalia will not provide you a hotel, incontinences, meals, or any other amenities to allow you and your minor child basic human necessities.

In that very disturbing dirty condition I felt frustrated afraid and alone in Italy.

The thought of remaining at an airport for an additional 24 hours without the possibility of having my personal hygiene items to refresh myself seemed unbearable.

Where the staff refused to give me basic human needs, hence reluctantly I boarded the plane, with the thoughts it's better to return to America where I would be able to shower and purchase personal hygiene items and not suffer in Rome anymore.

I was forced to board a plane in a very unpleasant condition of having my periods without a change of clothes, and other personal feminine items to maintain proper hygiene.

I suffered through this the entire flight, each time I attempted to get assistance from the representatives on the flight, I was told to return to my seat, or that they did not understand English enough to help me.

Alitalia representatives refused to accommodate me so that I would not suffer and cause foul smells.

I attempted to relieve some of the stench by going into the laboratory or the restroom and used tissue paper from there to try and maintain some sort of basic human comforts.

When I landed in Miami I was forced to purchase personal items for hygiene and replace all my soil close additionally an xbox 360 controller so that my son could play his spare xbox at home.....This is his summer vacation this is my summer vacation.

also my sons electronics and Xbox travel case and other electronics, were his birthday present for his 10th birthday.

Please return my items to me please return my son's Xbox case and electronics to him that is his birthday gift.

I'm still confused how, why both carry on luggages were together located in Rome and when I arrived in Florida they claimed only one with my personal items will be sent to me, and the bag with all the electronics has mysteriously disappeared.

.

Both bags where located while I was in Rome and they were together, this was confirmed to me by Alitalia's representative at the check in / boarding gates, before I boarded the plane at 9 :14 a.m. Local Rome. I did not board the plane until 11:35 I boarded the plane without my luggage

Both my carry on luggages have the same identifying markers and I am distraught and concerned why they're only forwarding the one (1) luggage without the electronics.Desired Settlement: I would like for Alitalia to refund my flight fair. Due to horrific discomfort, to reimburse me for all the electronics that I have not received to reimburse me for soiled closing, personal hygiene items that I was forced to replace, which includes toothbrushes, toothpaste, makeup, facial cream, facial mask, towels soap feminine hygiene items, Dress, underwear.... 6 Xbox 360 video game at $60 each, $360+tax one gold chrome Xbox controller, Limited Edition 59.99+tax 1 GAEm sentry entertainment center sentry at $385 one (1) Xbox 360 model E 500 gigabyte $259.00 dollars plus tax. Adidas clothes and accessories price listed above I would like to be reimbursed not to mention the pain and suffering, of having to fly a 10 plus hour flight to Miami and soiled clothes $82.00 and arrive in Miami pay for a taxi $20.00 arrived at the nearest Pharmacy to get personal.

, two cartons of pall Mall cigarettes 1 pair of Adidas flip flops one pull my shirt 12 month pants HDMI cord I would like to be reimbursed for it all they can also contact me at [redacted]

Business

Response:

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.

Consumer

Response:

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,

Consumer

Response:

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,

Business

Response:

We have spoken to [redacted] via telephone and sent follow up Email explaining the baggage search process. We hope to return her luggage as soon as possible, but in the unlikely event it is not located this matter will be finalized within 30 days. Thank you.

Review: This is a request for reimbursement and compensation from Alitalia Airlines regarding the formal complaint #[redacted] filed on May *, 2013 by [redacted]. I have talked to [redacted] of Customer Relations and was promised by her that Alitalia Airlines would compensate me due to the fact Alitalia Airlines lost our luggage for over 6 days and the returned luggage was damaged. I have not heard from Alitalia Airlines since July, 2013. We booked a tour of southern Italy with [redacted] for May * through May **, 2013. Upon arriving in Rome, Italy on May *, 2013 our checked luggage was lost. We made a report #[redacted] with Alitalia Airlines at the Rome Airport. The luggage was found on May *, 2013 in Rome, but Alitalia Airlines did not deliver our luggage until 6 days later on May *, 2013. Our tour was almost over and vacation was ruined. Tracking the lost baggage was a fruitless effort. The Alitalia Airlines were rude, unprofessional, inexperienced. Alitalia Airlines agents lack proper training and customer care. An apology we received from Alitalia Airlines and was provided to Alitalia Airlines Customer Relations in their New York office. I have sent receipts of expenses, credit card statements, luggage repair letter, cost of vacation and airline tickets, airline receipts, boarding passes and completed Alitalia Airlines claim forms to Alitalia Airlines Customer Relations in their New York office. At this time we are requesting reimbursement for the cost of our [redacted], airlines tickets, expenses for replacing clothing and personal toiletries, and replacement cost of luggage that was returned damaged on May *, 2013. This is a formal request for compensation for a ruined vacation. Further, we were promised by [redacted] of Alitalia Airlines, Customer Relations Department in their New York office we would receive a check from Alitalia Airlines. There is no way to contact [redacted] through telephone, email or website. This makes it impossible to resolve this complaint.Desired Settlement: In total, we are requesting Alitalia pay: Clothing / personal toiletries $2,223.92, receipts were provided of expenses, Suitcase repair $ 195, letter sent from Armada Furniture Services, the cost of our vacation $4,675, [redacted] card statement was provided airline tickets $2,506, also on same [redacted] card statement and pain and suffering $2,000 Total $11,599.82

Business

Response:

Alitalia sincerely regrets to learn of the inconvenience [redacted] has experienced regarding her luggage. Our records indicate we have sent several requests for missing documentation required in order to finalize compensation. We ask [redacted] to send us all Etickets (copies or Eticket numbers for each passenger) and a copy of luggage tag(s). Please email the documentation to [redacted] or fax it to ###-###-#### and refer to file reference #[redacted].

Thank you.

Manager, Customer Relations USA

Alitalia C.A.I.

Business

Response:

We have already responded in writing to [redacted] regarding the Alitalia policy. Below is a copy of our Email sent December **, 2013. Information on baggage settlements is also found on [redacted]

Thank you.

Original Text

Review: I have ticket booked from [redacted] To [redacted] on Alitalia. The Agent called me during my vacation asking me to re-book the flight due to overbooking for the compensation of 250 Euros. I said yes and the agent hang up on me, but the flight was re-booked. Since than I was talking, righting emailing all the Alitalia relationship and airlines departments and its been almost 3 month - no response. Call center is asking for claim number but I don't have one because customer relationship is not responding to my claims. I have all the docs - original ticket, re-booked ticket ; even the record of the conversation with the rep in [redacted] that promised the 250 Euros. It is like hitting the wall.Desired Settlement: I would like to get my 250 Euro check that I have been promised.

Business

Response:

Alitalia sincerely apologizes for the inconvenience [redacted] experienced as a result of our flight disruption. We respectfully request [redacted]'s patience as we work on her claim---we assure her that she will receive a response within the next 10 business days. The Alitalia claim number is [redacted]. We thank [redacted] for her patience and understanding.Sincerely,Customer Relations USAAlitalia S.A.I.

Review: On October **, we arrived to the airport in Rome 2 hours prior to flight. There were four of us traveling myself, [redacted], and [redacted]. We were informed that the flight had been over sold and that they did not have seats for us despite us having confirmed seats on the flight. We asked how this could happen and the representative told us it happens all the time. They eventually re routed us through New York City instead of our direct flight. This flight left 4 hours later and we did not arrive in Boston until 8 hours after our originally scheduled flight. In Rome we were told that we would receive compensation for this delay and were given a customers list of rights which detailed the compensation we should receive. The representative took down all of our contact information claiming that she would be sending our compensation. I have contacted the airline three times by email over the last month and they have not responded. I called their customer service and was told that they could not help me over the phone and that I needed to file my complaint in writing. As I have done this 3 times with no response to even acknowledge that they received my complaint I am asking for your help in this matter. The flight was number [redacted] departing Rome at 11 am and arriving in Boston at 220pm. Our ticket numbers were [redacted], and [redacted]. Thank you.

Product_Or_Service: Airline Ticket

Order_Number: Tracking number [redacted]Desired Settlement: We would like them to honor their customer rights document which clearly states that we are entitled to compensation for the delay. Their own rules stipulate that we are entitled to somewhere in the vicinity of $800 per ticket because the delay was so long. They clearly detail the level of compensation for each delay period and we feel that they should honor this. We feel that this is a fair request given that they were able to sell our seat twice and profit off of our delay.

Business

Response:

We sincerely regret to learn of the inconvenience [redacted] experienced when traveling with Alitalia.

Our records indicate that the compensation has been processed and a check will be sent within 30 days. We apologize if [redacted] did not receive written notice confirming compensation is forthcoming. I will follow up with the claims department to ensure they send it as soon as possible.

Thank you for the opportunity to respond.

Manager, Customer Relations USA & Mexico

Alitalia C.A.I.

Review: On July [redacted] 2013 I did buy a ticket from Alitalia.com website for my daughter [redacted] to travel from Cairo, Egypt to Boston MA. I did pay for the ticket by PayPal traveling date was July [redacted] 2013. On July [redacted], I called the airline and canceled the ticket and they advised email to write to Alitalia PayPal email for refund since it was paid by PayPal. I did email on July [redacted] 2013 the information it was required on the web site and never heard back from them. Every time I call they say it should take about 30 days for the refund. Its over than 45 days and no respond yet. When I call and ask to talk to a supervisor, they say they are not authorized to transfer the call. PayPal can't do anything to tickets or airline and the consumer has to resolve the issue with the air line. Here is a copy of the email I sent to Alitalia, it was sent to [redacted] Jul ** Please issue a refund to my PayPal account. The ticket number: [redacted] The PNR (reservation code): [redacted] Name of the account holder: [redacted] PayPal Transaction ID: [redacted]Desired Settlement: a refund of $830.46 minus the cancellation fee of 200 Euro

Business

Response:

Alitalia sincerely regrets to learn of the inconvenience [redacted] has experienced regarding his ticket refund. We will investigate the matter and respond directly to the customer as soon as possible.

Thank you.

Manager, Customer Relations USA

Alitalia C.A.I.

Consumer

Response:

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:

Alitalia send me an email with refund confirmation on the ** of September 2013 and I called Paypal, they didn't receive the refund yet as of today 9/**/2013. Attached is a copy of the email

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

Sincerely,

Review: I would like to share my horrible experience with Alitalia to the public!

I would like to bring to your attention how terrible our flight was from Rome to Chicago on 8/**/2015. Prior to booking, Alitalia would not allow us to purchase a ticket for my 16 month old child. On both incoming and outgoing flights, my son did not fit in a bassinet as he weighs 17 kg. The flight attendants could not accommodate us with a seat for our infant and insisted that even though our son did not fit the weight requirement for the bassinet, he could lay there anyways. This is BIG a safety issue and non-compliance issue. Then when food can around, they would not serve a meal for my son since he did not have an adult ticket. To allow a child to no food for more than 9 hours obscene, let alone not have a place to sit. I had given my son's milk to one of the male flight attendants to put in the refrigerator, so it would not spoil. He told me that there was no refrigerator that he could put the milk in but he could put it in ice. When I went to retrieve the milk later on in the flight, I found out that he had put my milk upside down and it spilled all over the ice bucket. My son did not have any milk to drink on the plane. Not only now that he had nothing to eat on the plane, now he had no milk. Throughout the entire plane ride, the bathrooms did not have any toilet paper. There was paper towels thrown all over the floor at all times. The flight attendants were not friendly, which made the trip feel twice as long.

ALL THEY COULD REMEDY WAS $100 TICKET VOUCHER THAT EXPIRES IN ONE YEAR! When it took me years to save up for a European trip. It is impossible that we will be traveling overseas in the next year.Desired Settlement: Monetary Refund for my airfare

Business

Response:

Alitalia has received [redacted] complaint also sent to the U.S. Department 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.

Consumer

Response:

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:

Alitalia has tried to offer me € 100.00 transportation voucher (ETCV) that expires one year from now and denied my request for a monetary refund. As a family struggling in this economy, it was very hard for us to obtain the funds for our family trip and took us quite a few years to save up for this trip. Your "gesture" of issuing € 100.00 transportation voucher (ETCV) that expires one year from now is not adequate for your MULTIPLE HEALTH AND SAFETY ISSUES we have experienced on your trip. We would like a monetary refund for these issues as it is impossible for us to obtain the funds for another European vacation within a years time. I have yet to hear a response. Sincerely,

Business

Response:

We reiterate that the baby meal can be requested via the call center and that this information, along with all information regarding bassinets and seats for infants is published on our website [redacted] The Alitalia call center is open 24/7 at ###-###-#### to answer any questions passengers may have about special travel needs. Alitalia regrets the inconvenience [redacted] experienced however we are not able to increase our goodwill offer or provide cash compensation. Thank you.Customer Relations USAAlitalia S.A.I.[redacted]

Consumer

Response:

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:

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 meal. He is no longer an INFANT whorequires baby food. According to your website, Children 0-24 monthsold are given homogenized baby foods including low-fat meat, vegetables, fruitand dessert. Per my pediatrician, he is no longer to eat baby food,but regular dietary meals as adults do. If 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# [redacted],and have determined that my complaint has NOT been resolved because:Alitalia has tried to offer me € 100.00 transportation voucher(ETCV) that expires one year from now and denied my request for a monetaryrefund. As 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 € 100.00 transportationvoucher (ETCV) that expires one year from now is not adequate for yourMULTIPLE HEALTH AND SAFETY ISSUES we have experienced on your trip. Wewould like a monetary refund for these issues as it is impossible forus to obtain the funds for another European vacation within a yearstime. Sincerely,[redacted]

Review: Alitalia Call Center is refusing to book an award ticket for me, despite being available on their website. I spoke to [redacted] in Albania. He refused to transfer the call to a [redacted]. He refused to give me any identifying information.Desired Settlement: Book the ticket that available on miles

Business

Response:

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.

Consumer

Response:

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 date of travel was available for days prior to my call. Also, the availability still showed on Alitalia website days after I called. I am willing to work it out with a competent Alitalia agent. I can be reached at ###-###-####.

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

Sincerely,

Consumer

Response:

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 gave a specific time frame for them to call me, they never did. Their agents in Albania (10 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,

Business

Response:

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.