Alitalia

Review: Regarding [redacted] number: [redacted], PIR number: [redacted]. ?

We used Air Alitalia and they lost/delayed our luggage during our trip from Morocco to Rome. Flight, [redacted] to Paris and then flight [redacted] to Rome on June [redacted], 2013. After a long time at the airport waiting with a 1.5 year old and several phone calls into the evening, we were informed at this time by two different customer service representatives to go ahead and purchase items that we need to get by until luggage is located. We were informed that Air Alitalia will reimburse 100% for these necessity items. We were informed to save our receipts and mail them with the proper on-line forms to the New York branch within 21 days after I return to my country. Four of our bags arrived two days later, but one was lost completely.

We purchased one set of clothes for each of us, soaps, deoderant, diapers/wipes, and toothbrushes and paste, which was minimal...to get by for the next two days until we knew more. I saved my receipts and followed all procedures according to the website. We filled out the forms, submitted the receipts, baggage tags, and airline ticket confirmations. I faxed these items, I emailed these items, and I mailed them by paper mail. We did eventually after time, hear back regarding a reimbursement for one of the items that was lost-the stroller and they did issue a check for this item. However, they never responded to the several requests regarding the delayed luggage reimbursement for the items we purchased that they said they would reimburse at 100%. I tried to call the only number I could find for Air Alitalia New York and they informed me that I could only email them. I left a message with customer service, but they didn't respond. I paid and called Air Alitalia in Italy where we originally spoke to someone regarding this issue and they again informed me that I could only make this request from the New York branch via email and that there is no way to talk with anyone. I expressed my frustration and concern regarding their lack of response for several months and they never apologized or gave any sort of resolution. I asked to speak to a [redacted] and they wouldn't transfer me, they said they couldn't do anything to help me.

I am quite frustrated by the lack of response, the inability to communicate with someone directly, and the failure of full reimbursement.

-Dates of email requests/correspondence, which included all attached documents to [redacted].it: 7/**/13, 7/**/13, 7/**/13, 8/**/13, 8/**/13, 8/**/13, 9/**/13, 9/**/13, 10/**/13, 1/**/14, 2/**/14

Items were faxed on 7/**/13 and again on 8/**/13 to [redacted].

Items were mailed on 7-**-13 to [redacted].

-[redacted] responded on 7/**/13 stating they received my requests. On 9-**-13 they informed me they would reimburse 102.$ for the lost stroller, but did not address the requests for the delayed luggage.Desired Settlement: I would like a full refund for the items we had to purchase until our delayed luggage arrived. These items totaled 326,25 Euros . ($448.66). I would also like a response directly for the delayed luggage reimbursement request.

Business

Response:

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] 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.

Review: My wife and I were scheduled to be on Alitalia Flight #[redacted] at 14:45 on Wednesday October [redacted].

My wife and I were bumped off of the flight.

Alitalia personnel took my wife's email address and said that they would ask for info where to send us the 600 EUR each for my wife and for me.

Only my wife was offered compensation. I was not.Desired Settlement: My wife and I EACH should be issued a check for 600 Euro.

Business

Response:

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

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 regardsAlitalia Customer RelationsALITALIA – Società Aerea Italiana S.p.A. Relazioni Clientela [redacted] ###-###-#### email:[redacted]

Review: On 9/**/14 my flight 7339 09:35am to Naples Capodichino (NAP) was cancelled and I was rerouted to Turin, Italy on flight AF1702 leaving at approximately 4:55pm and another flight AZ1216 leaving for Naples at 4:25 pm. On arrival to Naples my baggage was lost. I spent several hours over several days trying to locate my bags. I finally received the bags on 9/**/14 and later found that there was damage to my suitcase. I was told I would be reimbursed for clothes, etc. after I e-mailed Alitalia.

On 9/**/14 I called Alitalia and was told where to e-mail Alitalia and what to include. On 9/**/14, I e-mailed [redacted] including a detail description of flight numbers, receipts, etc., but have not heard back from them. I sent a followup e-mail on 10/*/14 and another today.Desired Settlement: As I stated in my e-mail I expect that my luggage be repaired and that I am compensated for the cost and inconvenience of not having clothes for 5 days. The e-mail asked for this:

Driver to [redacted] ............................. …………………………...⇄ 90.00 euros

Daily inconvenience and time spent tracking suitcase (200 euros/day for 5 days)..1,000.00 “

Clothes …………………………...⇄ ………………………..&helli...⇄ 246.50 “

Phone charges (approximate) ……………………...................⇄ …………………………...⇄ 10.00 “

Laundry charges …………………………...⇄ 10.00 “

Ruined vacation …………………………...⇄ ?? ????

TOTAL lost luggage expense …………………………...⇄ … 1,356.50 euros

Business

Response:

We sincerely apologize for the inconvenience [redacted] experienced when traveling with Alitalia and for the delay in reply to the claim. [redacted]'s Alitalia claim number is [redacted]. I will correspond directly with [redacted] as soon as possible.

Thank you.

[redacted], Customer Relations USA

Alitalia C.A.I.

Review: On March*, 2014 I booked a flight with Alitalia representative, over the phone, from [redacted], Italia to Boston, MA USA; I received the confirmation after 2 minute.[redacted] The representative was nice and polite.

I called Alitalia to reserve a flight because I always buying a round trip and change the date of destination base on my needs.

This time I called to change Reservation code: [redacted], original ticket was from Boston to Rome on march **2014, I explain to her that I always buying a round trip and then changing the date, I told her I need to change the date and the destination, Boston to [redacted] , on march ** 2014.

And also to buy new round trip. As I mentioned .

So far so good.

I called several time…during the past week same thing happened again and again…

On April **, 2014 I call to change the date on the return flight. The representative told me that I can’t change the date!!!!! I ask to speak to [redacted], he said the [redacted] is busy and can call you back, please give me your name and number…

On April **, 2014 I call again, the representative told me he can’t help me, I ask to speak to the [redacted], after 25 min of waiting, he said the [redacted] is busy and can call you back, please give me your name and number…

On April **, 2014 I call again, same thing!!!!!

I ask the representative few times to call me.

NO ONE CALL ME BACK!!!

On April **, 2014 I call again, the representative told me he can’t help me, I ask to speak to the [redacted], after 1hour and 13 min of waiting, I spoke to a [redacted] that told me he can’t do anything because he was not there and not sure what the first representative told me. He ask me to hold so he can reach her so we can talk, after another 40 min of waiting she answer the phone, and she told me she explain to me that I can’t change the ticket, after 20 min of argument she agree with me that I ask her for the cheapest ticket because I’m changing the destination date anyway…. But then she said “but I told you, you can change it”

The whole conversation was based on the fact that I need to change it, so why on earth will I agree to that!!!!

I said few time, “I don’t care about the date, I’m flexible… now I need any date in the beginning of august... Any date… I’m willing to pay extra as I always do…but he asks me for $1084… really.

To book a flight with the airline company directly spouse to be very easy, as I always do it, I flew with Alitalia all the time, in the past year I reserved 3 flights with you…

THIS IS HOW YOU TREAT YOUR CUSTOMERS!!!!Desired Settlement: I just want to reserve a flight to august 6-* 2014 I'm flexible..

Business

Response:

Alitalia sincerely regrets the inconvenience [redacted] 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 [redacted] 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 [redacted] was duly informed of the airfare rules which state no changes allowed and ticket unrefundable. [redacted] accepted these restrictions as she wished to purchase the most conveniently priced airfare.

It is our understanding that [redacted] 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 [redacted] disappointment, we must respectfully deny her request and maintain a consistent policy in order to be fair to all our customers.

Should [redacted] accept to pay the airfare difference we suggest she contact our call center as soon as possible to ensure the best price at [redacted]

Thank you for the opportunity to respond.

Review: I flew Alitalia in January and my baggage was delayed for 2 days. I was told by their staff that they will take care off expenses incurred due to loss/delay of baggage. It was an international flight and I was coming from mild weather where I had sandals on and had all winter clothing packed in the checked bags. So I bought the stuff I needed and sent the receipts to Alitalia. Even though the cost due to delayed baggage was more, as I had presents in the bags for a wedding I had to attend to, I settled for 140 Euros (Approx $180). Alitalia promised to wire the settled amount within 30 days but never did. The incident happened in January 2013 and they agreed to send the payment on April [redacted] 2013. Till today I have not received a penny from them. The only way now is to take them to court.Desired Settlement: I want the settled amount paid asap.

Business

Response:

We sincerely apologize for the inconvenience [redacted] experienced when traveling with Alitalia. In order to better assist please provide the Alitalia dossier file number assigned to the claim. If no dossier number exists we ask [redacted] to send a copy of the original claim filed with supporting documents including a copy of the original Property Irregularity Report, copies of luggage tag, etickets and boarding passes and all relevant receipts.

[redacted] can send them directly to my attention at [redacted] and I will respond upon finalization of my evaluation.

Thank you.

Manager, Customer Relations USA & Mexico

Alitalia C.A.I.

Business

Response:

When our claims office spoke to [redacted] he insisted that he be compensated in Euros. We sent the compensation for the equivalent total euro amount 140.00euros and he was advised the US dollar amount would be $179.68. This amount was paid in the form of 2 checks:

Check nbr. [redacted] was issued erroneously as US dollars 140.00 instead of 140.00 Euros.

A 2nd check nbr. [redacted] in the amount of $39.68/equivalent Euro 30.92 was sent to [redacted]. The 2 checks total th $179.68 promised, therefore no additional monies are due. Both checks are cashed which means passenger accepted these compensations and the file is now closed.

Thank you.

Manager, Customer Relations USA

Alitalia, C.A.I.

Consumer

Response:

[redacted]:

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 settlement amount was accepted on March **, 2013 under the understanding that the funds will be transferred within 2-4 weeks. In fact the numerous conversations with the company assured that the funds never take more than a month. Yet Alitalia took 7 months for the funds to be paid. The amount of time taken to process the payment entitles me to interest on the funds and voids the settled amount as it was under the understanding of getting paid within a month. Had the company informed of the delayed time for processing, the matter would have been resolved through a small claims court where I would have been compensated a lot better.

The unprofessional behavior of the airlines in regards to utter disrespect for it's passengers is unparalleled. I am speechless. By not taking this to courts I did Alitalia a huge favor and was expecting something better in return. Will advise the company to refer to their legal department to understand the repercussions and realize what is at stake.

Sincerely,

Review: My son and I flew from Rome to Milan in September and our luggage did not arrive for more than 2 days, we were told to purchase items to live and did so frugally. I submitted receipts when we got back home and we were promised via email reimbursement for our expenses while our luggage travelled without us. I waited from the letter confirming we would be reimbursed until January when I called and was told they only cut checks every so often and call back early february if I had received no reimbursement. I called as instructed in february and was told the same thing. I then received an email saying my case was closed despite the fact that I have never received the promised reimbursement! I have emailed and called repeatedly (as in mutliple times in a day and daily for a while) and am not getting any responses and there is no direct line to call to get to customer service that can address this!Desired Settlement: I expect to receive the promised reimbursement in check form asap. 106.50 for each of us- a total of 213.00 USD

Consumer

Response:

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,

Business

Response:

Our records indicate that payment has been processed and mailed. We respectfully request [redacted]'s continued patience to allow time for postal service to deliver.Alitaila sincerely apologizes for any inconvenience.Thank you.[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:

[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,

Business

Response:

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.

Review: Dear Sir, madam My name is [redacted]. I booked my flight since January [redacted], 2013: reservation code: [redacted] on alitalia.com I called alitalia (they said someone will call back and they never did) and emailed them to resolve my problem but they ignored my request and they never email me back. Here is the problem: Original Flight: Departure August [redacted] 2013: Philadelphia to JFK then JFK to Rome then Rome to Tunis. Return: August [redacted], 20013 Tunis to Rome (stay in rome 4 days) then Septemper [redacted] 2013 Rome to JFK then JFK to Philadelphia I called (July [redacted], 2013) to add to my passport number and my family passport numbers to the reservation and to my surprise, they told me that the first 2 flights ( August [redacted] 2013: Philadelphia to JFK then JFK to Rome ) are canceled. I was not informed neither by phone nor by email. So, if I did not call by chance, I would not have known than my flights were canceled and I am only 10 days away from my trip! As you can see, I reserved more than 6 months ago because I need to be there on august [redacted] in Tunis. The only work around to be there on that time is if I fly from JFK instead of Philadelphia. Therefore, they changed my flight to leave from JFK on august [redacted]. To get to JFK I had to rent a one-way car rental from Philadelphia Airport to JFK airport. I am requesting a Refund of the car rental and the road tolls ($15) and Gas ($40) to get there. Please find in the bottom of the email of car rental receipt. I can fax it too. In total: 119.87 + 15 + 40 = $ 174.87 Thank you and best regards, Yadh car full-size 2- or 4-door automatic air conditioned car class E CHEVROLET IMPALA LTD 4DR/5P or similar options equipment & services none protections none driver preferences smoke-free vehicle offer code(s) Pay Now Rate BCD D464700 coupon none personal information [redacted] Visa - [redacted] amount charged $119.87 USD RapidRez Number none Residency US Age 25 or over *Although only your initial appears here, your entire name is in our reservation system. my prepaid rate car 93.95 options 0.00 fees & taxes 25.92 fees 17.50 concession recovery 10.52 fees 4.21 ENERGY RECOVERY FEE .77/day 0.77 STATE SUR 2.00/day 2.00 taxes 8.42 rental total USD $119.87 prepayment USD -$119.87 balance USD $0.00 GW rate terms 1 day 0 hour rental unlimited free miles 30 day maximum rental allowed These rate terms apply for this specific rental. If your rental parameters (pick up dates, times, etc.) change, the change must follow these terms or your rate will also change.Desired Settlement: In total: 119.87 + 15 + 40 = $ 174.87

Business

Response:

Alitalia sincerely regrets to learn of the inconveniences [redacted] experienced when travelin on August *, 2013. The Alitalia file reference number is [redacted].

Our records indicate his domestic flight from Philadelphia to JFK was operated on another carrier and was cancelled. When [redacted] contacted the Alitalia call center on July **, our agents informed him of this flight interruption and he accepted to travel from JFK. The Passenger Name Record was updated with the new itinerary and the passengers arrived to their destination within the originally scheduled time.

We're very sorry he incurred costs as a result and that this experience has left [redacted] with a negative impression of our services. However Alitalia did not violate any regulations requirements because the passenger was advised of the changes 11 days prior to departure, over one week before, and accepted the new itinerary. Therefore the carrier is not liable for costs incurred nor is the passenger entitled to compensation.

We greatly value [redacted]'s business and appreciate the opportunity to address his concerns.

Sincerely,

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:

[Your Answer Here]

Aitalia did not inform me nor tried to inform me about the cancellation of TWO airplanes (the first from PHL to JFK, the second from JFK to Rome). I would like to stress that I bought and paid in full my tickets 9 months in advance. If I did not call them to provide my passport information, they would never inform about the change. The reason I am saying that is because the two airplane cancellation happened well before the 11 days prior to my trip (that is when I called - I called - they never did). If I did not call, they would never inform me. Beside, I bought my tickets (3 tickets) from Alitalia.com, so any change in the schedule should be advised by alitalia.com even if it involves an another carrier. They are responsible to inform me as soon as they see the change, not me finding out of the change just by luck! 11 days are not enough to reschedule and research new tickets especially when you have multiple stops and family members with you - that is the reason for me to pay in 9 months in advance so I avoid any problems. 11 days left - I looked at other airlines and I found that there was no places left leaving me with no option but to accept their offer.

They ignored my emails, they ignored my phone calls. When I spoke to their representative, I requested to speak to a manager, and they took my phone number to call me back promising a manager will call me back within 24 hours - but they failed to call back.

The bottom line, they failed to inform about the change within a reasonable time (they did not even try). They did not have to pay the other carrier for the flight of 3 passengers from PHL to JFK because the flight was canceled. I payed the premium of these tickets 9 months in advance. If I would have bought the same ticket flying directly form JFK, alitalia would have charge me less than when flying from PHL (don't forget 3 passengers - so I would have saved at least $600 - because flying from jfk is all the time cheaper than flying from PHL).

My request is very reasonable, just pay me back the rental car and fee - not a lot to ask. they would have paid the other carried much more for 3 tickets from PHL to JFK.

I would like from them to reconsider. I think it is in their best interest to keep their customers happy and to keep a good reputation. Accommodating their customers will be in the interest of all. It will payoff much more than the $174.87 that I am requesting.

Thank you for reconsidering,

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

Sincerely,

Business

Response:

Dear [redacted]:

We fully understand your postion but we are not able to compensate you for the costs incurred. However we do not want this experience to leave you with a negative impression of Alitalia services. Therefore, as a goodwill gesture we will issue you a $100.00 Electronic Travel Certificate (ETCV) good toward the purchase of future travel on Alitalia flights and to be redeemed within one year for travel anytime thereafter.

The ETCV number and redemption details will follow in an Email within 30 days to [redacted]

Thank you.

Manager Customer Relations USA

Alitalia C.A.I.

Review: I purchased tickets to Fly from JFK to Israel end of October, 2012 from HotWire and airline was AlItalia. The flight was cancelled due to Hurricane Sandy, all flights in NY were cancelled. I have been trying to receive a refund from Al Italia or HotWire from end of October, until now. They did not refund me the money, I payed for a flight which was not cancelled by me . I have called the companies at least 20 times and they always tell me they refunded the money. But they did not. There has been no refund to my credit card which I used to purchase these tickets. I called Hotwire, they told me that they did not receive a refund from Al Italia and their team will "investigate". This has been going on for 7 months, without a solution. I ask for your help in resolving this ongoing issue.Desired Settlement: The business must refund me the money which I payed for the service that I did NOT receive.

Business

Response:

We sincerely regret the inconvenience [redacted] has experienced regarding her ticket refund.

We will review the matter with Hotwire to see if any refund is due. Thank you.

Manager, Customer Relations USA & Mexico

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:

[Your Answer Here]

I do not agree with this response, this is what they were telling me for 8 months, but there is still no solution. Alitalia Hotwire tells me the same thing that they'll review and look it over but they never find a resolution. I showed them all the proof as well. Thank you for your time.

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

Sincerely,

Business

Response:

Alitalia's Internet Support Desk has contacted Hotwire and advised them to proceed. Hotwire informed Alitalia that due to a system glitch, the refund was blocked. Hotwire assures Alitalia that they will contact the passenger to advise about the refund due. As the issuer of the ticket Hotwire must process the refund via their sales report. We will once again contact Hotwire for confirmation of refund.

Thank you.

Review: I was told by a Customer Service Representative via a phone call that I would be discounted a future ticket or be given a rebate from A'Italia Airlines. This was all sparked from a mistake I made in there system when making my ticket to travel to Italy. They charged me a $300.00 Change of date fee and a $159.00 Fare Difference which I paid but when I called to see if anything else could be done they told me they would take care of me. They said not to worry and when I get back from Italy that I would get a discount and also a rebate for all my traveling with there company over the years. They have yet to compromise with there promise and they are neglecting me and telling me that my situation was resolved. I have also sent a letter to the Company at the [redacted] location which they never responded too. They have displayed a very unprofessional platform on what they promise there loyal customers and are finding excuses to not fulfill there end of the conversation.Desired Settlement: I would like for them to be very honest with what they promise not just me but the rest of there customers. They also sent me a survey after they told me that my claim was closed and the link to the survey did not work. I have a trail of emails with dates if you need to look at them for proof of contact and communication with this Airline Company. I would like to get what I was promised and now I'm asking for more because of all the time I spend trying to resolve this issue with them. It's been 4.5 months and still they are not respecting a loyal customer who has always been very professional over many years.

Business

Response:

Alitalia sincerely regrets to learn of the inconvenience our guest [redacted], experienced as a result of fees paid for changing her travel date. Our records indicate that on December **, 2014 [redacted] booked flights and purchased a ticket on [redacted] for roundtrip travel between New York and Italy. The rules of the specially priced airfare [redacted] purchased allows travel date changes for a $300.00 fee, plus applicable airfare difference in the event the same price category is no longer available at time of rebooking. Airfare rules are disclosed on our website during the booking process and guests must first acknowledge they reviewed them in order to proceed with payment, otherwise the transaction cannot be completed. On January **, 2014 [redacted] contacted the Alitalia Call Center to change her departure date from February [redacted] to January [redacted] . The reservations agent reviewed the airfare rules once again and upon [redacted]’s consent to pay the fees by providing her credit card, proceeded with the rebooking and ticket reissuance. We do not have any documentation that confirms [redacted]’s statements regarding a promised travel credit. It is not Alitalia’s policy to offer travel credits unless a disservice occurred or and error is made by the carrier. [redacted] sent numerous Emails to our customer relations office demanding she be refunded the fees paid. [redacted]’s Alitalia claim number [redacted], indicates our offices called and spoke to her son explaining that the fees were correctly charged and no refund or compensation is due. We regret any misunderstanding however we must adhere to our decision and respectfully deny compensation. Thank you for the opportunity to respond to this complaint. [redacted]Alitalia S.A.I.l us why here...

Consumer

Response:

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] Thank you very much for your effort and I still am very upset how they have conducted themselves as a company based on my loyalty in travelling with them over the years. They know thatthey can get away with not respecting there customers because of them being the primary contact to fly to Italy. I accept your decision but I'm truly disappointed in A'litalia as a whole. Enjoy yourweek! [redacted]

Review: I purchase 2 premium economy airline tickets for my wife and daughter to fly comfortably to Beirut Lebanon.Leaving Toronto they were downgraded to economy seats because the seat was broken and on the way back they were downgraded to economy without even an explanation.This is unacceptable they try to sell cheaper premium economy seats and give you economy seats hoping that the customers are not going to follow up. I sent them e-mails but no reply.I have copies of the boarding passes,invoice etc....I sent them already to "[redacted]"Desired Settlement: I demand a complete refund for the aggrevation and hastle that my family went through.

Business

Response:

Alitalia sincerely apologizes to [redacted] 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 Beirut. We fully understand how frustrating these situations can be for our guests and we are very sorry if this experience has left [redacted] with a negative impression of Alitalia. Our records indicate that we sent an Email to [redacted] on July **, 2015 confirming compensations of the airfare difference between Premium Economy and Normal Economy airfares. The email is attached here. We regret if [redacted] did not receive our correspondence. 2 checks in the amounts of $511.00 CAD each were mailed on August **, 2015 and cashed by the customer on September **.Thank you for the opportunity to respond to [redacted] concerns.Sincerely,Customer RelationsAlitalia S.A.I.

Consumer

Response:

B

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,

Review: In May 2015 I had trouble completing a booking for my mother on their website so I called their customer service for assistance. I told the representative "[redacted]" that their website wasn't recognizing my moms credit card so could she complete the transaction for me.

She asked me for all of the particulars which I provided her with including dates of outbound 6/**/2015 and return 8/**/2015 with flight numbers for each leg of the flights, credit card number, and that my mother required special assistance. We then chose seating. After taking all of the information and verbally confirming it with me [redacted] processed the payment from my moms [redacted] credit card. She provided me with a booking number [redacted] which she told me to write down that this was what was needed when we arrived at the airport. At this point I believed everything was set.

On 6/*/2015 I went onto their website to check if I needed to print a boarding pass and if so when I could do so. I entered the booking number that I had written down and my moms name and the details appeared. I noticed that the outbound flight on 6/**/2015 was correct but the return flight was not. Instead of 8/**/2015 it showed the return date of 6/**/2015.

I immediately called their customer service to inform them of the error. I was told by a customer service agent named "[redacted]" that I needed to speak to the original agent "[redacted]" who would call me back within 2 hours. I asked to speak to a [redacted] and again was told that the original agent would handle this. I asked [redacted] if their telephone conversations are recorded and he told me that they indeed are. When I hadn't received a call back three hours later I called them again. This time an agent named "[redacted]" gave me the same story as the first agent "[redacted]". Finally 6 1/2 hours after my original call "[redacted]" called me back. I explained the situation to her and at this point I was told that in order to change the return flight I would incur a $300.00 penalty. I asked her if I could speak to a [redacted] and again was refused. I asked her to go back and listen to the original recording from the day that I booked with her, that it would shed light on who had made the error, this was also refused. I told her that I believe that it was her error and that the penalty should be waived that if she pulled the recording and the error was mine that I would gladly pay the penalty. Once again my request was refused. She then told me that she would see what she could do and would call me back on 6/*/2015.

On 6/*/2015 I waited until almost 5 PM, when I hadn't heard from her I called their 800 number and asked the agent who answered if they could have [redacted] call me back. She called me back about 2 hours later and gave me the same run around. No audio for me to hear not allowed to speak to a supervisor. I asked her for her agent number or employee ID number and was told the only info she could give me was her first name. I paid the penalty so as not to ruin my moms vacation but have contacted the credit card company and will be disputing the charge. Never experienced anything like this. Worst customer service EVER!

Business

Response:

Alitalia sincerely regrets the difficulties [redacted] has experienced when purchasing tickets on our website. Our call center has contacted the customer and refunded the ticket as requested. We greatly appreciate [redacted]'s business and will always consider it a privilege to welcome him aboard an Alitalia flight.Thank you.Customer Relations USAAlitalia S.A.I.?

Review: My wife, three children and myself, bought tickets to fly from Rome to Pittsburgh on Delta.Upon arrival at the airport, we discovered, that although we had a Delta flight number, the flight was operated by Alitalia.At check-in we were notified that Alitalia doesn't permit car seat for children for free, we ended up paying 150 euro to check in two car seats.Since we bought our tickets from Delta, we would like to follow Deltas financial policies, it's not correct to charge a customer more because of a partnership Delta has with Alitalia. The customer shouldn't be the one to have to pay for it. Product_Or_Service: TicketDesired Settlement: DesiredSettlementID: Refund Refund of 150 euro.

Business

Response:

We sincerely regret to learn of the inconvenience [redacted] and his family experienced when traveling with Alitalia. In order to properly evaluate the matter we ask for documentation including Etickets and copies of the excess baggage charges. [redacted] may send the documents directly to me at [redacted]

I will reply upon finalization of the evaluation.

Thank you,

Manager, Customer Relations USA & Mexico

Alitalia C.A.I.

Review: I called Alitalia to make a reservation on 11/**/13 and I was told I was able to put the reservation on hold until 11/**/13 in order to confirm and purchase the same flight at the same price :

conf# [redacted] 1 adult $1,088.00

1 child $ 99300

1 infant $96.40

When I called Alitalia on 11/**/13 and I spoke with the operator called [redacted] I was told that the price had changed and that I was supposed to confirm the flight within 24 hours in order to maintain the same price. The price is now:

1 adult $1,232.00

1 child $1,066.02

1 infant $110.40Desired Settlement: I would like to purchase the flight at the same price I was told on 11/**/13.

Consumer

Response:

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,

Review: On June [redacted], 2014 I flew to Rome from Miami in Alitalia AZ631. I arrived to Rome on June [redacted], and my luggage did not arrive. Alitalia’s Customer Service Representative told me that they will notify me when my luggage arrive and that in the mean time I can proceed to purchase clothes and toiletry for the next day. I called Later on June [redacted], and they confirmed that my luggage left Miami on the [redacted] flight. With that information, and with the purpose of not missing another day shopping clothes, I went to the airport on June [redacted]. To my surprise I was told that my luggage was not there. I called on June [redacted] morning, before the next flight arrive, and I was told that my luggage was there and that it will be scheduled for delivery later. Since I called before the next flight arrive, this means that my luggage actually arrived the day before and therefore was in the airport when I went on June [redacted]. I could not wait for the luggage to be scheduled, as I was going on a cruise the same [redacted] in the early afternoon. Now ALITALIA says that they can refund me the 195 Euros of my clothing, but not the 96 Euros per day that I spent on Taxis going to the airport. They claim that I did those trips because I wanted to. In this regard, I would like to mention the following:

• Alitalia never called me. It was always me following up on the case;

• On June [redacted], I was told that my luggage left Miami that day before and therefore should arrive on June [redacted];

• When it finally arrived, nobody gave me any certainty on when my luggage will be delivered. As I was going on a cruise, I needed an estimated delivery time to provide a port where my luggage can be delivered. Since they did not provide a timeframe I opted to go and pick it up;

• It is worth to mention that I missed my tour to Vatican City due to the lack of clothes. This is not something that can be put in numbers and therefore can’t be reimbursable. However, the taxis are not much and perfectly reimbursable.

Yesterday I receive a disclaimer form where I need to sign in order to receive the reimburse only for the clothing, but the form also states that I will not pursue any further compensation or will not take any other action. I strongly consider that this is abusive, as there is no doubt regarding the reimbursement of the clothes, but they can’t condition that to me surrendering my rights to complain for a poor service I receive.Desired Settlement: The company need to reimburse not only the clothing expenses (195 Euros), but the money that I paid twice (192 Euros) to go to the airport or at least the one when I actually was able to recover my luggage (96 Euros).

Business

Response:

RE ALITALIA DOSSIER NUMBER [redacted]

Alitalia sincerely apologizes for the inconvenience [redacted] experienced when traveling from Miami to Rome on June [redacted] 2014. We fully understand how disappointed [redacted] 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 1999 which state the carrier is liable to fully reimburse necessities purchased up to a maximum of 1131.00 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 [redacted] that the luggage was not yet ready for delivery. While we recognize that [redacted] 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 [redacted] a release for signature in order to fully reimburse her necessities purchased in the amount of 195.53 Euros. I ask [redacted] to send this signed form directly to me at [redacted] 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,

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 fully undrestand that the company has procedures to follow. It is actually on those same procedures that I support my claim. [redacted] makes reference that the personnel from the airport advise me that my luggage was not ready for pick up, and that is no true. The first time I called, I was told that my luggage already departed Miami and that it will arrive on the next flight. nobody mentioned anything about me not being able to collect it. The second time I called, they told me that it was ready but nobody can committ for a time to deliver it. Clearly Alitalia failed, in the first case to provide precise information, as I would have not go to the airport if someone had told me that my luggage was not ready. Secondly, I would have not gone to the airport if someone had told me when it will be delivered. As I mentioned earlier, I was hours away from boarding a cruise and without any options to buy more clothes.

Summarizing, it is clear that Alitalia, failed following their own policy in both calls, and policies apart, they fail to understand the problems that they cause by having people giving wrong messages to their clients.

Last but not least. I think it is extremely abusive to tied the clothes reimbursmeet with shutting down my rights to complain. Even if they insist in not refunding the taxi, they should reimburse what they accepted and keep listening its former client.

?

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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:

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.

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Sincerely,

Business

Response:

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 [redacted] 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 [redacted] email it to me directly at [redacted] and confirm the banking details.

I also need to know if [redacted] accepts the goodwill offer of a $100.00 electronic travel voucher good toward future travel on Alitalia. If [redacted] 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 [redacted] has any other questions she is invited to email me directly. Thank you.

Review: During an extended stay abroad in Israel, I traveled back to NY for my brother's wedding with Alitalia. My luggage did not arrive with me. Aside from the aggravation of frantically shopping for wedding attire, the cost was $515.31. After numerous e-mails with all the requested documentation, Alitalia promised to reimburse for the clothing expenses but never did so.Desired Settlement: I would like immediate reimbursement for the delayed luggage expenses.

Business

Response:

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 USAAlitalia SAI

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:

Following AlItalia's response, I forwarded the original correspondence to the address they provided. I have also attached the documents here. It shows that I did indeed file for reimbursement within the time constraints and with all required paperwork. I hope they will resolve this quickly.

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Sincerely,

Business

Response:

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.

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:

[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,

Review: My luggage was on a flight from [redacted] to [redacted] on April **, 2015. The luggage never arrived. I filed a claim as soon as we landed in [redacted]. I was told I had to give them 45 days to locate the lost bag. After 45 days the bag was not recovered and I had to call to ask to have my claim to the next level. on 6/*/2014 my claim was turned over to the refund department. They have no phone number for me to call only an email address that I have sent 5 messages to without any response. 10 days in a foreign country without a primary piece of luggage, and zero help from the airline during the entire process has caused the frustration to boil over. I have been more than patient and fairDesired Settlement: I would like to be contacted by the company and get the refund I have been promised.

Business

Response:

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.

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:

After 60 days of being without my luggage my claim was finally forwarded over to the refund department. I submitted their requested documents and have not heard anything after last week when I contacted you. My claim is in the same as it has been since early June. I will resubmit my documents to the email I received the other day. Thanks

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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 have not been reimbursed for the lost items. Per request of the airline I have submitted an inventory and a valuation for the items in the suitcase. I have emailed and faxed Alitalia their form completed with the requested information.Thank You

[Your Answer Here]

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Sincerely,

Business

Response:

Alitalia's customer relations office has received [redacted]'s documentation and payment has been processed. A check will be sent to [redacted] within approximately 30 days.Thank youCustomer Relations USAAlitalia S.A.I.

Review: My Mother Flew with Alitalia May [redacted] 2015, she was told that she could not bring her carry on and it would have to be checked. The bag was lost, then found at her original departure airport however never returned to her.

I followed the airlines customer service procedure, and have never received a response. I was instructed to email a complaint and nobody has ever replied.Desired Settlement: I want first and foremost for this baggage to be returned to my mother, in lieu of the luggage being returned I am requesting restitution for the items contained in the carry-on. It has now been more than 5 months, and issue needs to be resolve.

Business

Response:

Alitalia sincerely apologizes for the inconveniences [redacted] mother experienced when traveling with our airline. In order to better assist our customer please provide the full name of the passenger and the property irregularity report number. Thank you.Customer RelationsAlitalia 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:

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]

Thank you in advance for your help,

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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:

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Sincerely,

Business

Response:

We are still investigating with the airport of origin as we do not have any record of this lost luggage. The reservation records indicates the passenger did not fly on Alitalia [redacted] of April *. In fact she no-showed. The luggage tag copy sent by [redacted] does not show the full date (only the number 06). Did the passenger go to the Alitalia luggage office to report her luggage missing? If so she should have a property irregularity report which is needed to track luggage and to provide eventual compensation. Without this proof we are not able to provide compensation.In any case we respectfully request the customer's patience and allow us time to conduct a deeper investigation. We would also appreciate a clearer copy of the luggage tags showing the full date. We need the luggage tag of the missing luggage. Thank you.[redacted]

Review: I purchased an airline ticket for my friend's Grandfather who was travelling from [redacted], via[redacted], and into[redacted]. I called the [redacted] number because it was unclear on the website if a traveler with an [redacted] passport could travel on this airline via[redacted]. I was assured on the phone that would be no problem so I purchased the ticket. When my friend and his Grandfather went to the airport they were not allowed to take the flight due to a rule in [redacted] that would not allow [redacted] passports to have a transit visa. Thus my friend had to purchase a second ticket that was a direct flight from [redacted] to[redacted].

I later called the airline customer support rep and they did refund the balance of the ticket but would not refund the 400 Euro charge. They said that this was non-refundable based on their policy. My dispute is that since I was not communicated when I purchased the ticket that my friend's Grandfather would not be allowed on the flight I never would have purchased the ticket. Therefore the fact that they did not take the flight was not my fault - thus the entire ticket cost should be refunded - including the 400 Euros.Desired Settlement: I would like the entire ticket price to be refunded including the 400 Euros.

Business

Response:

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.?

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]

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 [redacted] passport and need for a transit VISA on the airport stop in[redacted]. They said that would be no problem. As long as he wasn't staying in [redacted] he wouldn't need an [redacted] VISA. He already had a [redacted] Visa - which was his ultimate destination.Second - I DID check the [redacted] Consulate website and there was no indication that a transit VISA was required for [redacted] passports. On my original email asking for the 400 Euro ($525 Dollar) reimbursement I even linked to them the [redacted] 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 [redacted] 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 [redacted] Consulate website that we could take the flight with the airplane change in[redacted].Please keep in mind - this individual had a valid ** VISA. He has since returned to [redacted] so there was no risk of Asylum seeking. He is an elderly man and left his wife back in[redacted]. 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 $525 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,

Review: I purchased an airline ticket to Italy this summer, when I arrived there I realized they lost my baggage.After many trip to the airport, they finally located them after 4 days.But for 4 days I was in a foreign country without my belongings,I had nothing other than the clothes on my back. At the airport the customer service representative gave me some paperwork to inform me of my rights and adviced me I could purchased some necessary goods I needed like toiletries, pajamas, tshirt etc in the meantime, until they retrive my baggage and then to file a claim for reimbursement .According to the Montreal convention of 1999 Alitalia has to cover those necessary expenses.Well, I try to file a claim with them, called so many times, sent emails with all the informations , but as of today nothing.Alitalia has done nothing to even acknowledge they received my complaint.

I will include the email I sent them regarding this issue:

From: [redacted]

To: [redacted]

Subject: formal complaint for the event of delayed baggage delivery according to the Montreal Convention of 1999

Date: Sat, * Aug 2014 14:10:13 -0400

Dear Alitalia,

I hereby write you in order to claim for compensation according to the Montreal Convention of 1999, because of the delayed baggage delivery .

On July [redacted] , once arrived at the Airport of Lamezia Terme with flight Az 1165, my baggage was not delivered.

Therefore, I promptly turned to the Lost and Found desk, where I filled in the PIR (Property Irregularity Report), which is attached to this letter together with the flight ticket and the related boarding pass.

Only 4 days after the scheduled time, I was informed that my baggage had finally arrived at the Airport. I was told it would require two additional days for the currier to deliver it to my residence, and since I needed to have my bag as soon as possible I decided to drive 60 miles to pick it up myself.

However, while I was waiting for my baggage to be delivered, I was obliged to buy some necessary goods: personal hygiene items, pajamas, a shirt, t-shirts, pants … totaling the sum of € 166.52. In addition I request the sum of € 30 for travel expenses incurred to pick up my baggage at the airport. I have saved all the receipts which I can provide if needed.

Because of all the above mentioned, I urge you to send me a check of the amount of € 196.52 ( $ 263.95) , which only covers my expenses, not considering the mental anguish due to this unfortunate situation. I even had to cancel a planned trip to Capri on July [redacted], which I was unable to attend since I still didn’t have my baggage.

If a prompt compensation is not paid I reserve the right to take legal proceedings.Desired Settlement: For them to reimburse me for the expenses I had for their negligence in handling my baggage, in the amount of $263.95 as explainef in detail above.

Business

Response:

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,

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

]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,

Consumer

Response:

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.

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]

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Sincerely,

Business

Response:

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.

Review: On a recent trip to Italy on 07/**/2014 with Alitalia, our baggage was delayed and was delivered to us after 2 and a half days. Due to this, we had to purchase some basic clothing and hygiene items while we received our luggage. After having filled a report, Alitalia accepted the responsability and offered to refund us the amount we paid for those items.

Below is the copy of the email that was sent to me on 08/**/14. However up to this date, I have not received any type of refund from them. I have sent a total of 4 emails asking if they know an estimated date when I should be receiving the refund. However those emails have not been answered. I have also attempted contacting them by telephone, but they don't have and Customer Service Support via telephone (which doesn't make sense at all). When attempting to reach Customer Service by telephone, the operator always says that the only way to reach them is by email, however in this case the emails are not answered. Honestly, I don't know what else to do in order to get an answer from Alitalia.

Dear Customer,

In response to the claim received on **.07.2014 we wish to renew our sincere apologies for the inconvenience you experienced at the time of your journey with Alitalia on flight AZ 00107 on [redacted]07.2014.

As agreed,you will receive a check in the sum of USD 808.00 at the address you provided.

We hope you will give us the opportunity to restore your full confidence in Alitalia soon. Please do not hesitate to contact our Customer Center for any further information, if needed, at [redacted] Kindest regards,

Alitalia Customer RelationsDesired Settlement: All I am asking for is some sort of response from them as to when will I be receiving this refund. It has been 2 months since this issue happened, we still haven't gotten the refund and all my emails are just getting ignored and I am not getting any type of response from them. This is very very frustrating for a Customer, and is the worst Customer Service I have ever received.

Business

Response:

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,