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Alitalia Reviews (182)

Review: I was scheduled on Alitalia flight AZ674 between Rome and Sao Paola on ** August 2013 scheduled to leave at 22:05. This ticket was purchased from the United States. The ticket was business class. Ticket number was [redacted]. The flight was cancelled and rescheduled for the following day. Per EU regulations 261/2004 I should be compesated 600 Euro for business class flight cancellation and rebooking more than 12 hours later. I have contacted Alitalia airlines via e-mail on August * and again on August **. I have received no reply.Desired Settlement: 600 Euro per EU Regulation 261/2004.

Business

Response:

Alitalia sincerely regrets to learn of the inconvenience [redacted] experienced when traveling with Alitalia from Rome to Sao Paulo on August ** 2013. The Alitalia case number is [redacted].

Our records indicate that flight AZ674 was rescheduled due to technical reasons. Per regulatory requirements, passengers were provided with hotel accommodations, meals, rebooking on next available flight to destination and given goodwill travel vouchers toward future travel on Alitalia.

Please allow us to explain that, despite the rigorous maintenance schedules to which our aircraft are routinely subject, and our commitment to on-time performance, unexpected occasions arise which result in delays and cancellations. We fully realize the frustration caused by these flight irregularities, however under EU Regulation 261/2004 the carrier is not obliged to pay compensation when the delay and/or cancellation is a result of conditions beyond the airline’s control (i.e. weather, strikes, technical problems, etc). Consequently, we must respectfully decline [redacted]'s request for compensation.

Thank you for the opportunity to respond.

Sincerely,

Manager, Customer Relations USA & Mexico

Alitalia C.A.I.

Business

Response:

Alitalia is very sorry that [redacted] does not accept our explanation. However we reiterate that EU regulation states no compensation is due when flight interruptions occur as a result of technical reasons beyond the carrier's control. We regret we must once again deny the request for compensation as we must maintain a consistent policy in order to be fair to all our customers.

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:

[Your Answer Here]

Unfortunately [redacted] is incorrect. Technical Reasons are explicitly within the carrier's control and this has been settled in court.

Weather, Strike, Riot, other Acts of God are reasons beyond the carrier's control. I will report this case to ENAC (Italian Civilian Aviation Authority).

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

Sincerely,

Review: during our trip to Italy, Alitalia overbooked our flight. Az628, returingi from Rome to Chicago. We were eventually booked on a different airline the day after. Alitalia assured us that we would be compensated in the amount of 600 euro per person. We filed our petition at the airport and were told to wait for a few weeks to get the forms to fill out. I have done that several times. I have called the number I was given to follow up, but have been given the run-around, and have been hung up several times. I called the [redacted] in NY, by the name of [redacted], and was told that it will be expedited and that I will get the refund deposited into the checking account. All documents were sent. I have not received anything, but excuses on top of excuses. In addition non one seems to know the number of the office to call in regard to the above. They are very rude on the phone and basically do not want to follow up. The law states that we are due for a refund, immediately. I quote a pessage from the web site indicating this:In compliance with the EU261/2004 regulation, we would like to offer each of the abovementioned passengers an Electronic Travel Voucher (ETCV) for the amount of 600.00 Euros for the disruption experienced. These vouchers will be valid for 1 year from their date of issuance towards the purchase of Alitalia electronic tickets for future travel on Alitalia flights.

Should the abovementioned passengers choose to receive the ETCV we kindly ask them to complete and send us the attached disclaimer form.

If they prefer, as an alternative to the ETCV, we can arrange a money transfer to the passengers’ bank account. In order to transfer the funds, we kindly ask you to provide us the following banking details of each passenger’s bank account:....I have not received anything, other then excuses. I would like to receive the payment as promised and as required by law!!!Desired Settlement: I would like Alitalia to refund me the total of 2400 euro. Per the overbooking sustained on July **, 2014. Flight a z628

Business

Response:

[redacted] has been advised several times both verbally and in writing that his compensation will be in his account within 30 days. It was requested on August *, 2014 so he should see the funds very soon.

Thank you.

Review: We purchased 3 round trip tickets to fly from JFK-New York to Milan, Italy with return from Rome back to JFK. On the day of our flight (July **, 2014) there were storms initiating in Dallas, TX and extending all the way to the Northeast Coast. Our flights throughout the day were cancelled, delayed, rerouted... At 3:00 p.m. we called the tel. number provided by Alitalia (###-###-####) to let them know in advance that we would not be arriving at JFK in time to make the 8:30 flight. We asked what we should do and were told that unless we were at the airport at the time of departure we would need to pay a rescheduling fee of $400 per ticket but the agent said she would call me back within the hour on my cell phone to confirm. After an hour and NO call, I called again. This time, the agent we spoke with said that if we did not make the flight, due to weather, we did not need to do anything since our tickets were good and valid for the next flight(departing July ** at the same time). We ended up being rerouted to Newark rather than JFK landing at approx. 10:45 p.m. We once again called the Alitalia number and were told by the agent THIS TIME that we need to have proof we had arrived at JFK in order for us to be able to use our tickets. We asked if Alitalia would still have an agent at JFK at this time and were told yes and to go there. We PAID for a taxi to expedite us making it to JFK and arrived at the airport to find that the Alitalia counter was closed. We TOOK a photo with the time as PROOF that we did arrive at JFK Alitalia Ticket counter. We once again called the tel. number provided and the agent told us that we now no longer had tickets because we had not shown up for the flight and had to purchase new tickets at an increase in price of $487.21 per ticket or we would not have a seat on the July [redacted] flight to Milan. We arrived 3 hours before the flight. The agent at the counter told us we did NOT have to purchase the second set of tickets as the first were valid for the next flight.Desired Settlement: We want a refund for the difference in price of originally purchased three tickets at $1367.85 and the second replicate tickets (three at $1855.06)for a difference of $1461.63 and reimbursement for the taxi fare of $135.50 since we were told by the agent that we needed to get to the airport that day to show proof of us being at JFK airport. The total refund we are requesting is $1597.13. We will NOT accept any travel voucher or other products of Alitalia as settlement.

Business

Response:

Alitalia sincerely regrets to learn of the inconveniences [redacted] experienced when she missed her Alitalia flight from New York to Rome on July **, 2014 as a result of the delayed incoming flight from Dallas.

As [redacted] states, she was holding separate tickets on a different carrier from Dallas to New York. Each ticket is a separate contract of carriage and each carrier is responsible only for origin to destination shown on the individual ticket. We are not liable for missed connections on flights issued on separate tickets. When passengers miss the check-in deadlines they are considered no-show and all travel on the unused ticket is cancelled. More information on tickets and contract of carriage is published on our website [redacted]

In these cases, passengers are subject to payment of airfare fees or new tickets, depending on the airfare rules which are disclosed at time of purchase.

Any changes to the itinerary must be done along with payment of fees and applicable airfare difference prior to flight departure. Unfortunately [redacted]'s flight was further delayed due to rerouting to Newark and by the time she reached JFK our ticket counters were closed.

We apologize for any misunderstanding when speaking to our call center but Alitalia is not liable to refund the unused tickets and we must respectfully deny compensation. Per airfare rules Alitalia has processed the applicable tax refund. The monies will be credited back to the method of payment used to purchase the tickets.

Alitalia greatly values [redacted]'s business, and we hope to have the privilege of welcoming her aboard a future flight.

Thank you for the opportunity to address this complaint.

Sincerely,

ALITALIA C.A.I.

Review: As a frequent flyer program customer of Alitalia, my frequent flyer miles were recently revoked by Alitalia without opportunity for recourse. These miles were given to me by Alitalia in exchange for points transferred from my Starwood Preferred Guest account. On June **, 2010, I transferred 56,820 points from Starwood to Alitalia in exchange for 56,820 frequent flyer miles. With an estimated cash equivalent value of more than $0.01 per point, the transfer of points was equal to at least $568 in value transferred from my Starwood account to Alitalia. The miles I received from Alitalia in exchange for these points were enough to buy one round trip ticket from the US to Europe. What happened is that Alitalia later changed its frequent flyer mile program and cancelled frequent flyer miles from the program that I participated in as of 6/**/13 which was a Sunday. The company informed customers that we needed to book tickets under the previous plan prior to 6/** or the miles would be cancelled. I attempted to book a ticket the evening of 6/** on the website but was unable to do so. On the morning of Monday, July *, I called Alitalia customer service to explain the situation and they refused to make an exception and let me book a ticket under the previous frequent flyer program outside the June timeframe. The person I spoke to suggested that I send an email explaining my problem to customer service which I did that day. As of today, July **, I have not heard back from Alitalia. My problem is twofold as follows: First, I did attempt to follow the company's policy and was not allowed an exception to the policy under what I consider reasonable circumstances i.e. difficulty with the website on a Sunday night. Second, considering that the value of the points transferred had a cash value of at least $568 to Alitalia when they were transferred from Starwood, these points represent a direct cash loss to me and a commensurate cash gain to Alitalia. It is like taking money and not giving it back, in my opinion. Starwood, if I had left my miles with them, would have honored my points in exchange for the equivalent of over $568 in cash equivalents like gift cards or goods. If the miles cancelled by Alitalia had been earned by flying Alitalia and therefore represented a discount within the context of a frequent flyer program, I would understand the company's policy to revoke customer frequent flyer miles since that is part of the agreement. It did not, however, occur to me that by transferring points with cash value to Alitalia, the miles I was given by Alitalia in exchange for those points could be treated in the same way as miles earned by flying in the program. In other words, I viewed my transfer to Alitalia as if I was banking the miles with Alitalia. As such, having the miles now cancelled and revoked it seems to me that Alitalia took my money and and is refusing to give me anything in return.Desired Settlement: I would like for Alitalia to exchange my miles from the previous program for miles in the new program with an equivalent value which, in this case, would allow me to buy one round trip ticket from the US to Europe.

Business

Response:

Dear [redacted]:

Your complaint to the Revdex.com has been sent to me for a review. I appreciate the opportunity to respond to your concerns.

I’m sincerely sorry to learn that you were not able to redeem your expired MilleMiglia Miles and for the difficulty you experienced with our call center as described in your correspondence to the Revdex.com.

As you know MilleMiglia Miles expired on December **, 2012 and all members received ample advance notification in mid-2012 with Alitalia’s offer of 2 options:

1. Redeem these miles no later than June **, 2013, or

2. Convert the miles into vouchers good for redemption through December **, 2013.

You opted for the first choice and when you attempted to redeem the miles on June **, 2013 you regrettably had problems with your online booking. While it is not clear what type of issues you encountered with our website I can assure you that alitalia.com was functioning correctly on June 30th and did not experience any technical anomalies that would have prevented you from finishing the transaction. If the award seats were not available for your preferred dates, the system would have not allowed the booking with miles.

When you contacted the Alitalia call center the next day our agents were not able to process an award booking as the miles no longer existed in your account.

[redacted], I can fully understand your disappointment, but please know that our call center is open 24/7. Had you contacted us the evening of June ** we would have been able to honor the miles as long as seats were available on the dates you wanted to book. Expired miles cannot be reinstated and exceptions are not allowed either by the call center or customer relations. Allow me to explain that we must maintain a consistent policy in order to be fair to all our customers.

However we do not want this experience to leave you with a negative impression of Alitalia. As a sincere gesture of our concern for your disappointment, we will issue you an Electronic Travel Certificate for $150.00 good toward the purchase of future travel on Alitalia. The redemption details will follow in a separate Email. Please refer to Alitalia file #[redacted] in any future correspondence regarding this matter.

We greatly appreciate your business [redacted], and we will always consider it a privilege to welcome you aboard our flights.

Respectfully,

Manager,

Customer Relations USA & Mexico

Business

Response:

Alitalia is not able to reinstate the miles for the following reasons:

Communication regarding expiration of MilleMiglia Miles on December **, 2012 was sent to the Alitalia frequent flyer database in advance. In fact it was communicated in every MilleMiglia news item sent to customers throughout Jan-Dec 2012. Passengers were notified of their options to either redeem the miles within a grace period ending June **, 2013 or to send a request before December 2012 for conversion of miles to voucher valid for redemption through December **, 2013.

The Alitalia website did not experience anomalies with the booking system so it is not clear why [redacted] was not able to make his online reservation.

The Alitalia call center is open 24/7 and [redacted] would have been able to reach an agent for assistance prior to midnight of June [redacted].

Expired miles cannot be reinstated. While we would be pleased to accommodate [redacted]'s request, we cannot make exceptions.

We reiterate once again our goodwill offer to issue an electronic travel certificate plus 2,000 bonus MilleMiglia Miles and we sincerely hope he will accept as this is our final offer.

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:

For the reasons stated previously. Alitalia's offer does not come close to matching the loss I experienced due to the company's change in policy, i.e. $548 minimum value of value transfer to Alitalia or a round trip ticket from the US to Europe with a value of $1,200 to $1,500. Alitalia offered $150 plus 2,000 frequent flyer miles which is not close enough to what I believe I lost and therefore I do not accept the offer.

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

Sincerely,

Review: I flew on the [redacted] from Rome to Miami they lost my bag they told me it was still in Rome and would be in the next day and ship to me they took my info and they gave and me a paper in Italian with a number for lost and found told me to call the next day I live three hours from that airport I have called a half a dozens times all I get is a recording I left messages no reply I tried costumer service I got and email address that dose not work I got a few answer from other numbers I found online I was told to call lost and found and then they would hang up I'm so up set I just want and answer on if I'm going to get my bag back or reimbursed for it's loss this was my first time flying over seas it left a bad taste in my mouth for travel.Desired Settlement: All I want is my bag back and them to be truthful if they can't find it I want the value of my goods they lost all my clothes and my journal for my class I was to turn in for my grade this was a class trip study abroad in Florence.

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: The airline lost all six of my families luggage for six days and is not reimbursing me.

My family and I traveled to Israel on December **, 2014 to visit family and bar mitzvah my son. Alitalia lost my luggage for six days, during which time we threw a party for my son. We had to buy all new clothes, toiletries and essentials. I submitted all the receipts and forms and they are refusing to reimburse me.Desired Settlement: We are seeking a total of $1,500.00 which comes out to $300 per family member which is $50 per day per family member which is what the staff at Alitalia told us we were allowed to spend.

Business

Response:

Alitalia sincerely regrets to learn of the difficulties [redacted] and family experienced when traveling to Israel on December **, 2014. We fully understand how difficult it is for our guests to be without their belongings. Alitalia is committed to continuously work on improving our baggage handling procedures in order to minimize these occurrences.Alitalia settles baggage claims in accordance with the provisions and limitations set in [redacted] of 1999. Passengers are required to submit their complaints in writing within 21 days of luggage delivery in order to receive full reimbursement of necessities purchased up to the [redacted] limits. I have not been able to locate a written claim under the name of [redacted] in our database. Kindly provide us with an Alitalia reference number (either a Property Irregularity Report number or dossier number) and I will be pleased to investigate further.Thank you,[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]

The information that Alitalia is asking for is a dossier number which is [redacted]. Please let me know how to proceed. Thank you so so much for your time!!Sincerely, [redacted]

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

Sincerely,

Business

Response:

In reply to [redacted]'s rebuttal to Alitalia claim number [redacted], our records indicate the luggage was returned on or about December **, 2014. [redacted] 1999 states passengers must submit their written claims to the carrier within 21 days of luggage delivery. Attached is [redacted]'s claim showing it was mailed to Alitalia on January **,2015, over the 21 day limit. Consequently the claim was denied in accordance with the regulations. We apologize for the inconvenience but we must maintain a consistent policy in order to be fair with all of our valued Guests. Therefore we must once again respectfully deny [redacted]'s request for compensation.Thank you.[redacted]

Review: I was a passenger on Alitalia Flight 621, ** September 2014, seat 3G. During this flight, I had no access to my video at all. It didn't work despite numerous resets by the cabin crew. At the end of the flight, the head Cabin Attendant approached me and told me he would refund to me 200 euro for the deficiency of not being able to use my video console. He took my email address and said someone would contact me. On October [redacted], 2014, I sent a letter stating the above to Alitalia through their online site. On 12/*/14, Alitalia responded saying they were in receipt of my email and would reply soon. January [redacted], 2015, Alitalia responded again stating they would like my 200 euro refund to be in a travel voucher for future travel. I informed them that was unacceptable as I would not be able to use or redeem this voucher within a year (as stipulated by them). February [redacted], 2015, Alitalia emailed me asking for a phone number to contact me. February [redacted], 2015, Alitalia wrote stating that since I had failed to provide them with a telephone number, they wanted a photo ID to confirm and send a travel voucher. I responded with the following: You previously contacted me on 12/*/14, 1/**/15, and 2/*/15. I am bewildered as to why you hadn't requested a contact phone number in December or January. Your February communication, which was sent while I was out of town, gave me one week to comply with your request. This seems ridiculous considering it took you two months to respond to me initially and no progress has been made for four months.I stand firm in my request that you refund me the 200 euro that was promised to me face to face on my flight by your chief flight attendant. You are welcome to contact me at [redacted] at your convenience.Your statement, "We would like to reassure you we are committed to providing all our customers with the highest standards of service in the industry" is untrue. The fact that this is going on 6 months for a resolution is ludicrous.You are also welcome to send the 200 euro refund for my inconvenience to my [redacted] account @ [redacted].A check may be mailed to [redacted], in my name, [redacted]. My picture ID is attached for your reference. I spent a great deal of money on this upgraded seat to have a wonderful trip. I am not rich and this was a huge amount of outlay for me. To have a less than perfect experience for all the money I paid is distressing to say the least.Desired Settlement: 200 euro as promised.

Business

Response:

Alitalia sincerely regrets to learn of the inconvenience [redacted] experienced when traveling on flight AZ621 from Los Angeles to Rome on September 2014. Alialia is very concerned that our standard of service be upheld at all times. Alitalia guests should expect quality service from the moment they board our flights until they have completed their trip. and we're truly sorry that [redacted] could not fully enjoy all the amenities provided due to the faulty entertainment system. Unfoturnately, in spite of the rigorous maintence schedules to which our aircraft are subject, there are rare ocassions when entertainment equipment malfunctions. When this happens our crew immediately files a report so that our technical team will take appropriate action as soon as possible. In these circumstances, it is Alitalia's policy to provide goodwill compensation in the form of travel credit only. We're sorry if [redacted] is disappointed with our offer of an Alitalia travel credit in the amount of $200.00. This offer was not meant to place a value on [redacted]'s travel experience, rather, it is a sincere gesture of our concern for the inconvenience experienced. Allow us to explain that the travel credit, issued in the form of an Electronic Miscellaneous Document (EMD), is good toward the purchase of Alitalia operated, or Alitalia code-share flights (including flights operated by our SkyTeam Partners, codes on Alitalia - AZ). The EMD must be redeemed via the Alitala call center within one year from date of issue for travel anytime thereafter. For example if the EMD is issued on February **, 2015, it must be redeemed no later than February **, 2016 for travel booked anytime through Frebruary **, 2017. Additionally, [redacted] may transfer her EMD to another person of her choosing by advising the Alitalia reservations agent at time of booking.We apologize for any misunderstanding but it is not possible to provide monetary compensation as we must maintain a consistent policy with all our valued guests. Should [redacted] reconsider and accept our offer, the EMD number and redemption details will be sent to her Email address within 30 days. We look forward to restoring [redacted]'s confidence on a future Alitalia flight.Thank you for the opportunity to respond.[redacted], Customer Relations USAAlitalia S.A.I.?

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:

When the Chief Steward offered me a 200 euro refund for my nonworking equipment on the flight, it was 200 euro cash, not a travel voucher that I will not be able to utilize. It took years for meto save up the money to purchase the Alitalia ticket in the first place. With a one year expiration date, it is humanly impossible for me to use that ticket voucher. I cannot transfer or gift this voucher as there is no one I know who is going to be able to use the voucher. This is an empty offer.I only want that which was promised to me. No more, no less. For Alitalia to reject my request on the basis of being consistent, does not take into account the consumer. This is a corporationunwilling to bend for the individual. Again, their promise or promotion of providing the best possible customer service rings false.?

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

Sincerely,

Business

Response:

We regret any misunderstanding but Alitalia's policy in these cases is compensation in the form a travel credit. We reiterate our sincerest apogies but we cannot make an exception.Thank you.

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 Apr [redacted], I was a passenger on flight ** from [redacted] - [redacted]. The airline lost my luggage and I immediately filed a claim while at the airport. I was contacted shortly after to fill out a form that was emailed to me and provide information on the contents of the luggage.

I, having heard nothing from the airline, called the number on the form. I was told that since it was over 5 days, I would have to contact a different department. There was no phone number, or address, only an email ([redacted]).

I contacted them and On May [redacted], I received an email back confirming the receipt of my documents and that I would hear from them in the next couple days. Since then, I have never gotten an email, phone call, letter in the mail, nothing.

I have called every phone number that I can find on the internet, Alitalia website, the forms that they provided me, and every person I speak with says the same thing. They say, they can't do anything, and I have to email that same email address. There is no direct contact. I have emailed multiple addresses (including the [redacted]) at least a couple times a week since then and received no contact. I have filed complaints on their website through the appropriate online complaint form, received nothing. I have filed my loss again and again through their online form, still received nothing.

Every day for the last couple weeks I have been sending emails and calling to try to get through to someone who can make a difference, yet, nothing has changed.

It has been 75 days, and per policy I was due restitution after 45 days. I have to receive a settlement response of some sort by the first week of July so that I can file with my insurance as a secondary service. My secondary insurance will close my case if I can't provide them with a settlement response from the carrier in time. If I cannot get some type of contact in the next few days, I will have to take legal action.

This is absurd that there is no response at all.Desired Settlement: I would like to receive contact from the business. I need to have a settlement response from them as to how much they are going to reimburse me for my possessions. I need a document to provide to my secondary insurance prior to them closing my case.

Business

Response:

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.

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 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,

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 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,

Business

Response:

Alitalia sincerely apologizes to [redacted] for the delays he has experienced regarding his luggage claim. Allow us to explain that in lost luggage cases tracking is ongoing for a period of 45 days. Once the final trace results show the bag is not found, the central baggage office will send a definitely lost authorization message and the Alitalia customer relations office proceeds with payment in accordance with the provisions and limitations set in Montreal Convention of 1999.Our records indicate that unfortunately we have not been able to locate [redacted]'s property. Therefore Alitalia customer relations will contact [redacted] as soon as possible to advise the applicable compensation. A formal written response will follow.Again we are very sorry for the disappointing service with our airline. We hope that [redacted] will provide Alitalia with an opportunity to restore his confidence on a future flight.Sincerely,Customer Relations USAAlitalia S.A.I.?

Review: Dear Customer Service Rep;

We have spent over 22 hours on the phone trying to fix our mistake.

We entered [redacted] on our plane ticket instead of [redacted]. Same person, same date of birth.

Record locator: [redacted]

Orbitz tells us only Alitalia can fix this, Alitalia says only Orbitz can fix this.

Last we were told to buy a new ticket.

Please help.

Only the first name needs to be changed.

Alitalia offered to change the name for 150 with a 300 fee if we buy a new ticket for 1900 from Orbitz.

If the policy is not to change a name, why can we pay a fee to change it?

Would we be willing to pay a fee if we could keep the ticket.

The original ticket only cost $1000.00

This was definitely our mistake but the cost of fixing it is over 2000.

A new ticket could be purchased on a different airline for less.

Alitalia would like to make double the money.

Every time we claw, we receive different answers.Desired Settlement: If Alitalia is willing to accept a name change fee, we should be able to pay it and keep the original ticket.

Business

Response:

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.

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 while the business claims they responded on June *, there is no record of this.when contacting the airline itself, they claim they are still waiting for a response from corporate office.If they indeed responded, why is there no record?The settlement exceeds the amount of buying a new ticket outright.

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

Sincerely,

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]

If Alitalia is willing to accept a name change fee of $150. And a fee of $300.00, why can't the original ticket be altered? Currently they would like us to pay $2200 for a ticket that cost $1000.why tack on $1200? His seat remains the same.In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

As explained, the non-refundable ticket [redacted] purchased was for the wrong person. This is not a case of mis-spelling or legal name correction, this is a case of booking a different person, which means the airfare rules apply. Rules are disclosed prior to purchase. Name changes are not allowed and ticket is non refundable. A new booking must be made for the correct passenger and we cannot book an airfare that is sold out. We can only book the available selling airfare which means that [redacted] must pay the airfare difference if she wishes to purchase a new ticket for another person. We realize [redacted] made an error which why we have agreed to make a one-time exception to refund the erroneous ticket. But we cannot issue a new ticket at a price that is no longer selling in the system.We take this opportunity to remind [redacted] that flights fill up quickly and the airfares sell out. We cannot guarantee quoted prices so she may end up paying more if she continues to delay.Thank you.Alitalia S.A.I.

Review: Alitalia is the most unprofessional airline with the most HORIFFIC customer service that I have ever had the misfortune of dealing with. They have ruined my trip and they do not even care! I booked my flights with Alitalia and when I got the confirmation email from them it WAS FOR THE WRONG DATE!!!!! We are supposed to have a departure of September ** ([redacted]), returning on ** ([redacted]). But somehow Alitalia gave us flights for September ** returning September **, THAT WILL NOT WORK FOR US! We cannot fly on September ** since we will land on the ** and we have a wedding on September **! As soon as I saw this wrong date I called back Alitalia. After several calls a few TERRIBLE employees told me that we could not change our flights (even though we said we would pay the change fee) because we requested to upgrade our flights to business class with miles. I was then told that as soon as I got my business class upgraded ticket, I would be able to change it for the correct flight dates. 5 weeks went by and still no tickets, HOW COULD YOU NOT CHANGE MY FLIGHT DATE IF YOU HAVE NOT EVEN ISSUED MY TICKETS YET? I finally after 5 weeks and DOZENS of complaints got my business class tickets, for the wrong date… I was told I could change them for the correct date and then I see that my business class ticket has no value. ALITALIA LIED TO ME! How can I exchange a ticket that has no value? They do not care about their customers and treat them like they do not matter. I travel A LOT and I have Family That lives in Italy, you can bet That none of us will be using this airline EVER again. I have never heard of a company That does not allow a customer to speak to a manager after being spoken down to and LIED TO by Their rude employees. The level of unprofessionalism is astounding. I asked to speak to a manager and I was Told "managers do not come to the phone" and "someone will look into this and call you back." I have been waiting 5 weeks for someone to call me back (and yes, I have called to follow up and have gotten nowhere). How can you run a business like this?Desired Settlement: I would like what was promised to me by the airline. I was then told that as soon as I got my business class upgraded ticket, I would be able to change it for the correct flight dates. I would like to be able to change my ticket.

Business

Response:

We have already received[redacted]'s complaint sent to our Executive Offices in Rome. The matter is under review and we will be contacting the passenger as soon as possible.

Thank you.

Manager, Customer Relations USA & Mexico

Business

Response:

We have already responded to this complaint and acknowledge that [redacted] has decided to keep her reservation as is.

Thank you.

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: 1. On [redacted] October I flew from Rome to [redacted], Armenia on a business trip, business class, Alitalia.

2. My suitcase was delayed, did not arrive in [redacted] and was not restored to me while working in Armenia October [redacted] to [redacted]. I filed a claim with the local lost and found office ([redacted] airport.) This claim was forwarded to Alitalia NYC.

3. I had to buy necessary personal items to be able to conduct business as usual during my stay, kindly see attached spreadsheet. If you need scanned receipts, they will be sent to you with separate email.

4. I continued my business travel to [redacted], Georgia, without my suitcase.

5. The suitcase was not restored to me during my stay in Georgia, [redacted] to [redacted] October.

6. Again I had to buy some necessary items to conduct business in Georgia (while clothing bought in [redacted] was dry cleaned). See attached spreadsheet.

7. My suitcase was only restored with me on my subsequent business trip to Denmark, on October [redacted].

8. Upon inspection I found it pilfered with and several jewellery items missing.

9. The entire loss due to delay and lost jewellery was $1692.73.

10. Alitalia promised a full refund by check, in writing, with email from 11/*/2013.

11. To date, no check has arrived at my address signalled above.Desired Settlement: I would like to received the promised check(s) covering $1692.73 within a week.

Business

Response:

Alitalia sincerely apologizes for the inconveniences [redacted] experienced while traveling with our airline.

We also regret that [redacted] has not received a response to her claim. Our records do not indicate the claim was received as I cannot locate an entry in our database under the name of [redacted].

We ask [redacted] to please forward copies of the claim with supporting documentation including property irregularity report, luggage tags, etickets, relevant receipts and police report.

As baggage claims must be submitted to the carrier in writing within 21 days of delivery, the documentation should include proof that original correspondence to the Alitalia customer relations office was sent within that timeframe (copy or attachment of riginal Email and/or traceable mail receipt, or fax receipt showing the date of submission).

[redacted] may email this information and documentation directly to me at [redacted]; fax ###-###-####; or mail to:

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# 9810440, and have determined that my complaint has NOT been resolved because:

This response is outrageous. I have written statements from Alitalia pledging me a full refund (the two pledges add up). I copy these emails below, so the Revdex.com can take notice. I also forward them to [email protected].

I already sent all the documentation Ms Santella refers to, and more than that. This is beyond unacceptable. I really hope I need not employ legal remedies beyond the Revdex.com.

From:

<[email protected]>

To:

<[email protected]>

Date:

11/15/2013 03:29 PM

Subject:

Our ref. 0007283420





From:

<[email protected]>

To:

<[email protected]>

Date:

11/15/2013 03:29 PM

Subject:

Our ref. [redacted]





Dear Customer,

In response to the claim received on [redacted]2013 we wish torenew our sincere apologies for the inconvenience you experienced at the time of your journey with Alitalia on flight [redacted]

As agreed,you will receive a check in the sum of USD 630.73 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 do contact our Customer Center for any further information, if needed, at [redacted]

Kindest regards,

Alitalia Customer Relations

From:



Date:

11/**/2013 03:29 PM

Subject:

Our ref. [redacted]





Dear Customer,

In response to the claim received on [redacted]2013 we wish torenew our sincere apologies for the inconvenience you experienced at the time of your journey with Alitalia on flight AZ 0[redacted]

As agreed,you will receive a check in the sum of USD 1062.00 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 do contact our Customer Center for any further information, if needed, at [redacted]

Kindest regards,

Alitalia Customer Relations

______________________________________________________________________

Sincerely,

Business

Response:

We regret [redacted] is not satisfied with our response. Passenger had to send additional documentation and claim was finalized on November **, 2013. As already explained to [redacted], we do require at least 30 days for the administrative processes. The compensation is forthcoming and will be mailed as soon as possible.

Thank you.

Review: On the 11/*/2013 ALitalia [redacted] flight from Rome to Boston my luggage ([redacted]) was torn beyond repair; my clothes fell out and were soiled; there were also missing items on arrival in spite of the packing tape someone placed all around the torn suitcase. At [redacted] Airport I filed a damage report (file reference [redacted]) and was instructed to call the Alitalia Customer Relations numbers to resolve the problem and receive compensation for my loss and damages. Both numbers (###-###-#### and ###-###-####) are connected to the same answering machine. I have been leaving one message every day since my return and no one has returned my calls. In my last attempt to resolve the situation directly with Alitalia I have sent them an email at [redacted] and no one has replied. I am a frequent flyer and have experienced luggage problems in the past. Every airline has promptly responded and offered compensation for the damages they were responsible for. Alitalia's complete lack of customer service and inability to even return phone calls and emails is unique and contravenes their basic contract with passengers on their airline, as well as international regulations. Sincerely, [redacted]Desired Settlement: Replacement bag (not repairable) $ 25 dry cleaning bill reimbursement and 50 Euros for missing items.

Business

Response:

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

I also apologize if [redacted] has not yet received a response to his Emails. I will investigate with the customer care center however, in order to expedite the claim, I ask that [redacted] send me via email to [redacted] the following documentation:

Copy of original Email sent to [redacted] (proving it was sent within 7 days of arrival)

Copy of origina Property Irregularity Report filed at the airport

Copy of Police Report for items claimed missing/damaged along with corresponding purchase receipts/photos

Copy of Luggage tag and Eticket/boarding pass

Once I receive all these documents I will correspond directly with [redacted] and finalize the claim.

Thank you.

Manager, Customer Relations USA & Mexico

Alitalia C.A.I.

Review: I was on Alitalia flight [redacted] from [redacted] to [redacted] (lay-over in [redacted]) on December **, 2014 and flight [redacted] from [redacted] to [redacted] and unfortunately my bag was lost for five days in transit. Since I was traveling on vacation, I had to purchase all new clothes, toiletries, etc. and was told by multiple representatives over the phone and at the aiport that I would be reimbursed for those necessary expenses. Upon returning to the US in early January, I mailed in copies of receipts and a letter describing what happened. I didn't receive a response so I went online and found an email addres and emailed again on January [redacted]. I received a response stating:

"Dear Mrs. ____,

We confirm receipt of your claim of 01/**/2015, regarding flight [redacted] on 12/**/2014 and we wish to apologize for the inconvenience you experienced on this occasion.

Please be assured we consider the efficient handling of our customer’s baggage to be of prime importance, and we’re very sorry that we did not meet your expectations on this ocassion.

Allow us to explain that Alitalia settles baggage claims in accordance with the provisions and limitation outlined in Montreal Convention of 1999. In cases of delayed delivery of a checked baggage Article 31, paragraph 2 of the Montreal Convention states passengers must send a claim in writing to the carrier within 21 days from the date when the baggage was returned.

Our records indicate that your claim was sent to the Customer Care Office on 01/**/2014, which is outside the statutory time limits. Consequently we must respectfully deny your request for compensation.

We sincerely hope that despite the occurrence we shall be given another opportunity to restore your confidence in our services.

Yours Sincerely,

Alitalia Customer Relations"

I instantly wrote back and let them know that I sent in a prior notice with receipts in writing that my baggage was delayed prior to the 21 day period and feel entitled to a reimbursement. I did not receive a response to that email. I emailed again January [redacted], February [redacted] and March [redacted] with no response. I sent in two faxes with all of my receipts and have not received a response. In March I again mailed copies of all of my receipts with a record of all of my emails printed out. There is no phone number listed, otherwise I would try calling. Nothing I have done to get someone to speak to me or write me back has worked.

I work for a small non-profit organization and used points to purchase this flight. I can't afford my credit card bills because of this expense. I was assured by multiple people that I am eligible for reimbursement for my expenses and feel like I've done everything I possibly can to give them the necessary documentation. I'm not sure where else to turn at this point.Desired Settlement: I would like to be reimbursed for my (essential) expenses that were incurred as a result of the delayed bag. Since my bag was missing for five days and I was on a ski trip, I had to purchase clothes, socks, underwear, toiletries, etc.

Business

Response:

Alitalia sincerely regrets to learn of the inconvenience [redacted] experienced when traveling with our airline on December **, 2014. We can only imagine [redacted]'s frustration when her luggage did not arrive as expected and fully understand how difficult it is for our guests to be without their belongings. We're truly sorry if this experience has left [redacted] with a negative impression of our services. Alitalia is committed to continuously work on improving our baggage handling procedures in order to minimize these occurrences. Alitalia settles baggage claims in accordance with the provisions and limitations set in Montreal Convention of 1999 which states passengers must write to the carrier within 21 days of luggage delivery. [redacted] maintains that she sent her written claim to Alitalia in early January 2015. We have searched through all of our incoming mail from January and to date have not received [redacted]'s correspondence. The first correspondence was an Email received on January ** without any reference to previous correspondence. Consequently the claim was denied. As we must maintain a consistent policy with all our guests, we regret we must adhere to our decision and respectfully deny compensation.If the correspondence was sent to Alitalia Customer Relations [redacted], via registered mail or other traceable method, showing the postage date within 21 days of luggage delivery, we ask [redacted] to kindly provide this proof and we will be pleased to reopen the case for compensation.Again, we're very sorry for the disappointing service [redacted] encountered with our airline. As our valued guest, we hope to restore [redacted]'s confidence on a future Alitalia flight.Sincerely,[redacted] Alitalia S.A.I.

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:

No where does it state that I had to show proof that my letter was received. Had that been a requirement, of course I would have purchased tracking to show I sent my letter in. I did mail my letter within the time frame and should therefore be reimbursed. I spoke with several representatives at the airport and over the phone (and can find those call records) and no one mentioned to me over the phone that I would have to purchase tracking confirmation on my letter. Furthermore, they did not mention that the complaint needed to be in writing and would need to be submitted within 21 days of receiving my luggage. They should be obligated to share this type of information, then I could have planned accordingly to purchase tracking for my letter. I work for a small non-profit for [redacted] with [redacted] and [redacted]. I have dedicated my life to helping others and as a result, my salary is not high enough to pay this expense. I do not have the luxury of letting this go. I cannot afford my credit card payments as a result of the cost I incurred due to this bag being delayed.I would have never taken this trip had I realized how expensive it would be to purchase all new clothes. I tried very hard to not let the delayed bag ruin my trip but it really did. I missed my original train waiting for the bag to arrive (and am not asking to be reimbursed for this). I spent most of the time the first three days searching for stores that were open on December **, **, and [redacted]- not an easy feat when all three are national holidays. I couldn't find a place to purchase underwear or pants for three days so I had to wear what I had. The only store that was open was the [redacted] and [redacted] so I had to purchase over-priced clothes that I will never wear again. None of this was my fault. I shouldn't be penalized for the negligence of an employee at [redacted] to properly scan my baggage tag.

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

Sincerely,

Business

Response:

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

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 don't want this complaint closed. I would like information on next steps to continue pursuing. The business is not willing to compensate me for losing my suitcase and I feel that I should be entitled to compensation. I tried calling the [redacted] assigned, but received a message saying he is no longer working for the Revdex.com. Kindly advise how I can reopen this case. Sincerely,

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

Sincerely,

Review: My flight # [redacted], Alitalia airline was schedule from Los Angeles Airport to Rome on May **, 2014 at 4:20 pm.After arriving to the airport with my little daughter to check in around 2:45 pm, I went the counter to check in.The employee on the county was Air France representative, after she checked my luggage weight, employee inform me that both bags I have they are overweight. First Luggage was 3kilograms extra, and the second one with 7 kilograms extra. I also have an additional 2 hand bags as carry on each one with10 kilogram of weight.The employee started treating me with an attitude and asked me to pay the amount of $100 for each bags checked in and additional $100 for each carry on. I asked her why I have to pay a total of $400 extra weight, and if she can explained to me the charges, she did not explained to me why?I told her that I can fix all the extra weight and that will be an additional 17 kilograms, which is less than extra bags weight (23 kilograms); since Im allowed to check in additional bags for $100. She refused to assist me and she told either you pay $400 within 30 second or you are not checking in.I tried to contact any [redacted] or [redacted], I spuriously observed 5 people in front of me all of them are a counter employees; and each one started to talk to me at the same time.I couldnt understand why everyone came to assist the counter employee instead of helping me as a customer. I dont know why that employee was treating me that bad? At the end I found that one [redacted] came and he stated that they cant do anything for me since the gate is closed and the flight is ready to depart; that was around 3:40 pm, which still time until flight departs at 4:20 pm. The [redacted] stated that I will need to contact Alitalia Airline to inform them that I missed the flight and if they can reschedule it for the next day.I contacted the representative of [redacted] and explained to them the situation; representative stated that they will need to contact Alitalia airline to get an authorization to make the changes.[redacted] advise me over the phone to go to the airport next day early before the flight time and explained to the airline [redacted] the situation and they can book me into the flight next day.I went to the airport and explained to Air France [redacted]; since Alitalia airline dont have employees in the airport, or office and everything runs by Air France. The [redacted] tried to reschedule my ticket for that day on the system, but they could not over write into Alitalia system.Air France [redacted] stated that I will need to contact Alitalia to make the changes, and then I can travel.I contacted Alitalia airline while waiting in the airport to find a solution for this issue, Alitalia representative said that I was marked on the system that I did not show up at the airport, then I dont have any right to ask for reschedule and the ticket is not refundable or could be reschedule. Alitalia representative after that stated that if I need to make any changes into my ticket I will need to contact the agent who sold the ticket for me.I called the [redacted] and asked them if they can make the changes into my reservation, they stated that they contacted Alitalia airline to get an authorization to make the changes and the request was denied by Alitalia.[redacted] representative asked me if I can call Alitalia again requesting to give an authorization to make the changes into my reservation.I called Alitalia again and the representative refused to give any authorization to make the changes into my reservation stating my ticket is not refundable or could be reschedule.I left the airport for the second day with my crying daughter and I dont know what the solution is. Please I need help, I lost few day from my vacation, my money, and in addition all the stress caused by arrogant employee dont know the meaning of customer service is.Alitalia customer relation sends me an email to allow me to make changes at a fee of $300 plus any applicable airfare difference, depending on the availability of the new flights. Thats mean I will need to pay additional fees of approximately more than $1200 in addition to the purchase price $2200 which that tickets will be more than $3400 for me and my daughter.Desired Settlement: I need the refund of the purchase price $2202.26

Business

Response:

We already provided a response as passenger wrote to the Department of Transportation as well.

I personally spoke to [redacted] and explained that we would make the exception to allow ticket reissance, but that he must pay the airfare difference. The passenger accepted.

Here below is a copy of our response. Thank you.

Dear **/[redacted]:

Thank you for your patience as I reviewed your claim. Alitalia takes the issues raised in your correspondence to the DOT very seriously. We are concerned that our standard of service be upheld at all times and as a result we have conducted an investigation with our airport department. Here are our findings:

Alitalia flight [redacted] of May **, 2014 was scheduled to depart at 4:20 pm local time. You were checked in via web check and arrived at the Alitalia counter at 3:15 to check your luggage. Our check-in counters close at 3:20 pm. Allow me to explain that check-in deadlines are established in order to allow ample time for procedures, including baggage check, security measures and boarding of all passengers. At a certain time, in order to maintain our scheduled departure time slot with air traffic control, the flight becomes “closed” .

You wanted to check 5 pieces of luggage which were all overweight. Additionally your hand luggage weighed 17 kilos while our allowance is one hand luggage at 8 kilos. Your ticket and roundtrip travel from Los Angeles to Cairo allowed 1 checked piece of luggage at 23 kilos. This information was disclosed to you at time of purchase and is indicated on your Eticket. Alitalia‘s baggage policy and rates for excess pieces and weight is published on our website at [redacted]. While we recognize your disappointment with our baggage limitations, please understand that these limitations are set to ensure safety of the aircraft. Adherence to our baggage policy may be monitored by aviation authorities and failure to enforce the policy with respect to the size and weight of each bag can result in regulatory action against our airline.

When you were advised of the applicable excess baggage fees you attempted to repack your luggage. Our staff at Los Angeles allowed you ample time to finish packing and board the flight. At 3:40 pm you had not finished repacking and our staff had no choice but to off-load you from the flight. At approximately 4:30 you spoke to our station [redacted] to make a payment of $100.00 only for bags and rebooking. The specially priced tickets you purchased allow changes prior to departure at a fee of $300 plus any applicable airfare difference, depending on the availability of the new flights.

Although your tickets can no longer be changed, we agree to make a one-time exception as a goodwill gesture and allow you to rebook a new departure by paying the $300.00 fee and applicable airfare difference per ticket . Please contact [redacted] and advise them to email a waiver request to Alitalia Internet Support so that they may proceed with the booking and reissuance.

We greatly value your business and look forward to welcoming you aboard our flights.

Sincerely,

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 need my and my daugther money back.

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

Sincerely,

Business

Response:

We're very sorry that **. [redacted] does not accept our explanation which was reiterated our position in writing and verbally numerous times.

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

Thank you,

Review: We took a code shared flight through Alitalia. That means the flight was booked through Alitalia, but they used another airline ([redacted]) for one of the connecting flights. We left from Bari Italy on an Alitalia plane which would then connect with a [redacted] plane in Rome to go to JFK NYC. The flight from Bari to Rome was delayed due to weather so we missed were not able to make their 90 minute minimum before the flight departure. We asked a representative in Bari airport if it would be a problem, and he said no all the planes in Rome are delayed due to the weather. We were actually 65 minutes before the flight left, but everyone had boarded and the receptionists were packing their bags to leave their terminal. We begged and pleaded to help us get on. They told me we needed to speak to the Alitalia ticket office. We went there and said that we needed to speak to the people at the terminal, but at this point they left. The then advised us to go to [redacted] which was in another terminal. We went there, and [redacted] was closed for the day. We called [redacted] in the US and they said it is Alitalia's responsibility to help us. Alitalia representatives kept telling us the same thing, that they could not pull up the cost of our ticket because it was a [redacted] ticket. Our ticket in fact said Alitalia and then in small print administered through [redacted]. After calling [redacted] again and literally begging the woman to help in any way possible, she said she would be able to put us on an Air France flight to Paris, and then from Paris to JFK, but we would have to pay the $350 difference per ticket. Helplessly we paid the $700 extra dollars, and settled in a hotel for the night. We spent the entire next day in the airport. Alitalia treated us very rudely. It was one of the worst experiences of my life, and unfortunately it happened on our honeymoon. We had to fly out of our way, and pay extra for it. I am currently disputing this with Alitalia but it will take at least a year to have some kind of result, good or bad.Desired Settlement: Refund for the extra cost, and reimbursement for hotel and dinner. That would still not compensate me for the pain and suffering, which was one of the worst experiences of my life.

Business

Response:

We sincerely regret to learn of the inconvenience [redacted] experienced when traveling with Alitalia. In order to properly evaluate the matter we require copies of all the Etickets and boarding passes.

Kindly forward to [redacted] and I will respond upon completion of the evaluation.

Sincerely,

Manager, Customer Relations USA

Alitalia C.A.I.

Consumer

Response:

I submitted the information through direct email because I didn't realize you could respond through the Revdex.com. The woman was not willing to compensate us for the extra money incurred due to Alitalia's lack of service. What information do you need at the Revdex.com. I can include the copies of the email correspondence.

Business

Response:

[redacted]'s claim was carefully investigated and evaluated. We confirm that the passengers were late to the gate as the originating flight was delayed due to weather. [redacted] and his wife had 2 separate tickets therefore they were not checked throught to their USA destination. In cases of separate tickets passengers must complete check in processes at the arrival airport because they do not hold boarding passes as through check-in is not possible on separate tickets. Each ticket is a separate contract. Alitalia transported [redacted] from origin to the final destination on his Alitalia ticket which was Rome. The fact that the flight was delayed due to weather is considered force majeur beyond carrier control and no compensation is due in these cases.

Due to the tight connecting time as a result of the delay, the passengers did not have enough time and arrived to the check in counter after the 60 minute mark. Passengers must be present at check in for International flights departing from Rome no less than 60 minutes prior to flight's scheduled departure time (as published on our website [redacted]). Our flight from Rome to New York left with available seats which means the flight remained open for check in until the very last minute. No overbooking or denied boarding occured. It is not possible to close the flight more than 60 minute prior to departure if the flight is not full.

Alitalia could not reissue the tickets because they were purchased from [redacted] and carriers cannot reissue each other's tickets. Normally in no show situations passenger forfeit both flights and tickets. An exception was made in [redacted]'s case and he was only charged a change fee which is considerably less than what a new ticket would cost.

We reiterate our apologies for any rude behavior encountered and for any possible miscommunication by our ground crew. We will review this with the station supervisors to avoid future misunderstandings.

We recognize [redacted]'s disappointment, but in cases of separate tickets, the originating carrier is not liable for incurred costs due to late check in on the connecting flight booked on 2nd ticket. The [redacted] tickets were issued at specially priced airfare with restrictions such as non changeable/nonrefundable. Even if [redacted]'s [redacted] ticket been issued on Alitalia ticket stock, we still would have been forced to collect change fees and depending on flight availability there may have been additional payment for airfare differential. We reiterate that no-shows normally forfeit ticktes and travel. [redacted] was provided with best possible cost saving alternative. Change fees are nonrefundable.

As a goodwill gesture and genuine concern for the difficulties [redacted] and his wife experienced, we offered an Alitalia Electronic Travel Voucher (ETCV) in the amount of $200.00 good toward the purchase of future travel on Alitalia. [redacted] has accepted the ETCV, see attached Email.

The ETCV number and redemption will follow in 30 days. Note that [redacted] can transfer his voucher to another person of his choosing and the voucher can be redeemed on any Alitalia coded (AZ) flight, even if operated by one of our SkyTeam members. However flights must be booked, and voucher redeemed, only via the Alitalia Call Center at ###-###-####. Voucher is not valid on domestic USA flights.

Thank you for the opportunity to respond.

Manager, Customer Relations USA & Mexico

Alitalia C.A.I.

Review: We were booked to fly from Miami to Rome and were involuntarily downgraded and promised a refund. Months later after numerous emails and phone calls we still have not been even contacted regarding the issue nor have we received the refund.

Business

Response:

Alitalia sincerely regrets to learn of the inconveniences [redacted] experienced and apologizes for the delays in response to her claim for denied boarding compensation.

We will investigate with our back office and will advise as soon as we have confirmed if any compensation is due.

Thank you.

Alitalia C.A.I.

Customer Relations USA

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]

See Attached

From: [redacted]

Date: Mon, Aug 19, 2013 at 1:16 PM

Subject: complaint ID [redacted]

To: [redacted]

still have not received the refund or any corresponse from them.

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

Sincerely,

Business

Response:

Dear Mrs. [redacted]:

Our records indicate the compensation was done for Mr. Pfeiffer only. We are investigating with our back office regarding the 2nd compensation for Mrs. [redacted]. Once completed we will communicate directly with the passenger.

Thank you.

Manager Customer Relations USA & Mexico

Alitalia C.A.I.

Review: 4/** Alitalia flight AZ631 from Miami to Tel Aviv has been cancelled due to plane difficulties I have tried to contact Alitalia few times via email and over the phone I have received no response to date I have wrote to alitalia the following :

To whom it may concern,

Confirmation number [redacted]

on 4/**/14 my flight number AZ631 has been cancelled due to plane technical problems

MIA-FCO-TLV

I have received a form with rules of compensation and I would like to find out how to process the claim in order to receive this compensation.

You can reply to this Email or contact me directly @ [redacted] Sincerely,

[redacted] They have ignored my email's and over the phone they claim that all claims can only be handled via Email .

I am looking for the compensation they have promisedDesired Settlement: I am looking for the compensation they have promised according to the european consumer protection rules of travel form that they gave me

Business

Response:

Alitalia sincerely regrets to learn of the inconvenience [redacted] experienced when traveling from Miami to Tel Aviv on April **, 2014. Our records indicate flight AZ631 was rescheduled due to unforseen technical difficulties which were beyond our control. We fully realize the frustration caused by these flight irregularities. Please know that Alitalia is committed to constantly work on providing on-time performance, and despite the rigorous maintenance schedules to which our aircraft are routinely subjected, regrettably unexpected occasions arise which result in delays and cancellations. In these cases the carrier is obliged to provide alternate travel on the next available flight to destination and, if necessary, care such as meals, telephone calls and hotel accommodations.

The customer also has right to ticket refund if unable to use the alternate travel provided to destination.

Our ground staff at Miami Airport adhered to procedure and accommodated passengers with alternate travel and hotel accommodations where necessary.

We regret if this experience has left [redacted] with a negative impression of Alitalia. However under EU regulations, monetary compensation is not granted when flights are cancelled for reasons beyond the carrier's control.

We also apologize if [redacted] has not received a response to her complaint. Alitalia is very concerned that our standard of service be upheld at all times. Please be assured that we will review this matter with our customer care supervisors for corrective action.

If [redacted] did not receive alternate travel and care, or if she has any other questions she may write directly to [redacted] or via fax to [redacted]. Our mailing address is Alitalia Customer Relations, [redacted].

We greately value [redacted]'s business and we will always consider it a privilege to welcome her aboard an Alitalia flight.

Sincerely,

Review: On September **, 2014 I flew from CAIRO, Egypt to ROME, ITALY (ticket number: [redacted] E-Ticket) and was supposed to fly from Rome to Milan and then to JFK) on AlItalia Airlines. My wife booked the tickets through [redacted] booking number [redacted]. When arriving in Rome, I was going from one terminal to another when I was stopped by the passport authority and they brought a representative from AlItalia. She asked how did I purchase the ticket. I explained to her that my wife bought it online from a travel site. She then asked how was I allowed to fly from Cairo because I was supposed to have a VISA for the European Union to fly within the country. I told her that I had no idea and she cancelled my ticket traveling from Rome to Milan and then Milan to JFK and then issued a new ticket from Rome to JFK. She then told me my bags are still supposed to be routed to JFK and then issued the baggage tag 055 [redacted]. When I landed in JFK on September *, 2014 my baggage was not there. An AlItalia representative told me to go the AlItalia Office because my baggage was still in Rome. They gave me a sheet of paper apologizing for the loss of my luggage. I gave them my information and the representative then said it would be forwarded to my home city of Providence RI ([redacted] Airport). I was instructed to all ###-###-####. Two days later, someone called and gave me the file reference number [redacted].

I have called the number I was instructed to call everyday and left a message. I have not spoken to anyone until my wife called [redacted] airport. The worldtracer website showed the baggage was sent on September [redacted] and has the information:

FROM : NEW YORK J F KENNEDY INTERNATIONAL APT

NAME : [redacted]

TAG NO : [redacted]

NEW ROUTE : FO / DL7 / 9SE / NEW YORK J F KENNEDY INTERNATIONAL APT / ATLANTA HARTSFIELD-JACKSON INTL APT / PROVIDENCE

BAG TYPE : Type 22: UPRIGHT DESIGN SOFT MATERIAL

COLOUR : BLUE / TURQUOISE

PLEASE NOTE :

Flight dates shown are departure dates from the specific location(s). Forwarding details are subject to changes due to unforeseen circumstances such as: flight irregularities, security checks, etc.

Please be assured you will be contacted when the baggage has actually arrived, and we have verified it is yours.

When my wife called [redacted], they instructed her to call Delta because that is a member of SkyTeam. When she spoke to someone from Delta, the customer service representative stated that it was in JFK and that it was supposed to go to ATLANTA but had not been scanned in order to be put on the plane. She strongly encouraged my wife to call AlItalia and choose existing reservations. My wife then spoke to a customer service representative from AlItalia, she gave them the reference number. The customer service person said that it was in JFK because that was the arrival airport and they did not have to nor would they forward the bag to Providence, RI. She then told me to email AlItalia at [redacted] and to go on the website and email the customer service to see what they would do for me.

I emailed the [redacted] and it was a general response requesting the lost items. The items are not lost. It is in JFK Airport.

I travelled to Egypt because my father is terminally ill and I stayed there for six months. The only clothes I have are my heavy winter clothes. In the baggage are my clothes, clothes for my children for back to school, gifts from my family, and items that are not replaceable. I do not have the funds to go out and buy new shoes and clothes NOR can I easily travel to JFK Airport to retrieve my property. In addition, I had a job interview lined up that I delayed due to not having the appropriate clothing to wear.Desired Settlement: I would like AlItalia to forward my baggage as they stated they would when I spoke to them in JFK Airport. It is also documented on the WorldTracer website. I would also like to be compensated for not having my items.

Business

Response:

Alitalia sincerely regrets to learn of the inconveniences [redacted] experienced when traveling with us from Cairo to the USA on Septmembe *, 2014.

Please be assured that I will personally investigate the matter with our airport stations and our SkyTeam partner Delta Air Lines. I will correspond directly with [redacted] with my findings. We thank [redacted] for his continued patience.

Sincerely,

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:

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

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

Sincerely,

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 been in contact with Al Italia Customer Relations representative [redacted]. I was told by her that Al Italia transferred my baggage to DELTA Airlines on September [redacted], 2014. Then my PIR number and airline tags were removed from the world tracer system. When I attempted to enter the information, it states there is no information at this time. I contacted DELTA Airlines about the matter and they suggested that I file a complaint to prove that they do not have my baggage as Al Italia is claiming. I have attached the emails between myself, Al Italia, and DELTA.

On September [redacted], my baggage was in JFK airport. Now the baggage has disappeared. No one has been in contact with me since 09/**/2014.

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

Sincerely,

Business

Response:

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

Review: I purchased some time ago a round trip Paris-Lamezzia-Paris. For logistical reasons due to a mistake my hotel made with the shuttle, I arrived at the airport to late to take my return flight. I asked to be rebooked on a later flight but they said I was loosing my previous flight and had to buy a new ticket. My previous flight was 269.91 euros and they wanted to sell me a new one for 686.75 euros. I asked if I could simply pay a booking fee but they refused. They said that the plane only had expensive seats left. This airport is in a remote location, there are no other airlines I could buy a ticket from, no internet to check the prices, no trains, so I had to buy this ticket. I asked the representative several time to look for another solution since this is far too expensive for me but she maintained her argument that there was only expensive seats left and that she could not rebook me. I have been forced to pay the 686.75 euros, had no other solutions and really feel like I have been robbed. Alitalia is not a low cost company where you can expect to be treated that way, it is a regular company, they should therefore have proper service.Desired Settlement: I would like to get back money for the 686.75 euros flight. I am ready to pay a reasonable rebooking fee (aligned with the other companies) that they could take from the 700 euros.

Business

Response:

Alitalia sincerely regrets the inconvenience [redacted] experienced when traveling from LaMezia Terme to Paris on June **, 2013.

Allow us to explain that all carriers have check in deadlines established to allow ample time for check-in procedures, security measures and boarding of all our passengers. At a certain time, in order to maintain our scheduled departure time slot with air traffic control, the flight becomes “closed” to additional passengers. If passengers fail to show up on time for their flights, it will result in loss of reservation and tickets. The specially priced ticket [redacted] purchased did not allow changes at any time. Airfare rules and restrictions are made available for viewing prior to ticket purchase.

Consequently our airport agent were only able to issue a new ticket at the available selling price at time of new booking. In fact instead of charging the passenger for a one-way ticket, which is the correct procedure, they issued her a lower priced roundtrip ticket in order to provide the best possible assistance.

While we understand [redacted]'s disappointment we are not able to refund her ticket as it is flown and has no residual monetary value. Therefore we must respectfully deny the request.

Alitalia greatly values [redacted]'s business and we will always consider it a privilege to welcome her aboard our flights.

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:

Thank you for getting back to me so quickly. I understand your point of view and your arguments but I feel like some of mine should be explained as well. I do think I am entitled to a refund or at least a voucher for the following reasons:

1. Although it was not [redacted]'s fault if I missed my flight, it was also not mine. We started driving on time from the remote hotel where I was but the driver encountered a problem on the way and we lost hours on the road before being towed.

2. After we went back to the hotel, I tried calling [redacted]'s customer service to a) warn that I was not going to be on time for the flight and b) see what the procedure was for rebooking to the next flight: the customer service team took forever to pick up, plus the line broke several times and I had to call back and when I finally had someone on the line that person did not speak English AND didn't know anybody around who did!!!

Had this solution worked, I could have at least known the procedure and the cost that I risked in going to the airport AND look for other solutions such as taking the train.

3. In order to put things in perspective, I would like to highlight the fact that [redacted] sold me a ticket for 700 euros which is a huge sum of money; it is 40% of the Italian average monthly income. It is 2.5 times what I paid to come to Lamezia from Paris. It is even more expensive than a flight from Paris-New York!

This price is outrageously expensive for this specific trip.

4. [redacted] made me pay this outrageously expensive sum even though there was almost NO COST for them. If anything, given how empty the planes I took were, even if I had paid a rebooking fee of 200 euros, you would have made money with me.

And, last but not least:

Review: In07/**/2015 I bought 5 air tickets from Boston MA to Cairo-Egypt .

One of the seat on the airplan from Rome to Cairo was Brocken.

the back of the seat was totally loose.

And the hand rest cover was missing with all wire exposed which was a hazard.

I complain to host lady about that she said the plain is full and no available seats to swap or move to anther save seat

I asked to see the captain.

She replayed me that the captain do not meet any one.

I have a picture of that missing hand rest cover with the wire exposed.

When we landed in Cairo air port found that one of our suitcase was broken again tried to complain about it, I could not find any representatives for Alitalia.

Nothing was missing from the suitcase.Desired Settlement: A refund for those 2 air ticket in full.

Business

Response:

Alitalia sincerely apologizes for the inconvenience[redacted] experienced when traveling with our airlines. Alitalia takes the issued raised regarding the condition of the aircraft very seriously and will conduct an internal investigation with our inflight team. Regarding the damaged baggage complaint, allow us to explain that Alitalia settles baggage claims in accordance with the provisions and limitations set in Montreal Convention of 1999 which stipulates that passengers must send their written complain to the carrier within 7 days of luggage consignment, along with supporting documenation. Our records indicate that Alitalia did not receive a damaged baggage or inflight disservice complaint from [redacted]. This complaint has been sent Alitalia's customer relations office for review. One of our customer care agents will reply to [redacted] as soon as possible. The customer relations email address is [redacted]We respectfully request [redacted] patience and allow time for the 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 beca

My complaint was also including a broken seat and a missing hand rest cover that I have a picture of it on my cell phone not only the broken case.thank you. [redacted]

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

Sincerely,

Ragaey Mikhail Gobrial

Business

Response:

We are very sorry that [redacted] is not satisfied with the compensation but the carrier does not reimburse tickets in these cases and we must once again respectfully deny the request as we must maintain a consistent and fair policy with all our customers. We hope [redacted] will accept the travel credit offer.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:

When l choosed to buy the Alitalia tickets, it should be for a safe flight and should be on good level standard of scurty for the suitcase, As l explained before in my complaent and my emails, Seem to me that Alitalia got the money and don't want to pay back for the bad job and don't want to be responsible for them fetale mistalkes.I am asking respectfully for a full refund of that ticket.best regards.[redacted]

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

Sincerely,

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