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Alitalia sincerely apologizes for the inconvenience *** *** experienced when traveling with our airline.We would like to assure *** *** that it is Alitalia’s policy and intention to settle all claims within 30-days. Due to administrative issues, payments have been
delayed. We respectfully request *** ***'s patience as we await an update from our Head Office. Thank you Alitalia Customer Relations USA

We are very sorry that *** *** 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 *** *** will accept the travel credit offer.Thank you.Customer RelationsAlitalia S.A.I

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The Alitalia website does not state that the weight limit of the allowed hand luggage and an accessory item would be combinedIf the website clearly stated that Alitalia's policy was to review the combined weight of hand luggage and an accessory item, there would be no confusionThis is misleading to the customer and concerning that they are deceiving people, more importantly deceiving whomever they chooseClient's are led to believe that they are allowed to bring kg of hand luggage, plus their accessory item, as stated clearly on the Alitalia websiteIn my personal case, I was forced to check my hand luggage and I therefore added weight to my baggage because I knew I was getting charged for more than kgThis is why my 'checked' luggage was a total weight of kg and not just kgThis is a difficult position to argue due to the fact that I saw my luggage weight (kg + kg) as the Alitalia employee weighed each item, and all there is to prove it, is my word against AlitaliaI would like to also mention, this is the first time in the last four years of multiple international flights that I was asked to weigh my purse in addition to my hand luggageI flew home in December with *** and this was not a problem.I also find it very coincidental that this situation happened on a day when many students were flying home from spending their semester studying abroad in ItalyThere was a line of students being charged for their allowed carry on luggage in addition to meUpon boarding my connecting flight in Rome I noticed numerous passengers (adult tourists) boarding with 'rolling' hand luggage in addition to theirs purses or backpacksI asked a group of them if they had any trouble checking their carry on luggage and they told me they had no problem at all and they were allowed to do so at no extra costWhy were they not held to the same standard that I was?Upon flying back to Florence, Italy I was allowed to take both my purse and hand luggage with no extra charge; the same purse and hand luggage I was charged for upon my departure from FlorenceI received a second email response from Alitalia and they restated their first email to me and added that they have the right to weigh accessory items in addition to the allowed carry onI believe this is manipulative and misleading to customers because, again, the Alitalia policy written online clearly states the items allowed for "accessory items" plus the "hand luggage" and it does not state anywhere that the combined weight of all items would be taken into accountIt is more manipulative that at their discretion they can allow people to carry on a hand luggage and an accessory item at no extra cost, even if the combined items are over kgI would like to know what standards they are using to evaluate who does and doesn't get chargedThe fact that I was not charged when I was flying back to Florence from LAX demonstrates that this process is completely based on the personal opinion of the employees checking me in for my flight.I am extremely disappointed with AlitaliaI have flown internationally, twice a year for the past four years, and this situation will deter me from choosing them in the futureCustomers should be aware of the unethical business practices of this company.I still believe I deserve a refund because I complied with their policy as stated on their websiteI would like to see the addition of 'combined weight for hand luggage and accessory items' included on their websiteLastly, I would like them to explain the standards they use in justifying who pays and who does not pay for accessory items; I would like them to explain how the adult travelers I spoke to on my connecting flight were able to carry on their hand luggage (rolling luggage) plus backpacks as personal, accessory items; and, how I was able to carry on the same hand luggage and accessory item at no extra charge when flying back to Florence?
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Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Following AlItalia's response, I forwarded the original correspondence to the address they providedI have also attached the documents hereIt shows that I did indeed file for reimbursement within the time constraints and with all required paperworkI hope they will resolve this quickly.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The documents are as attachedThe first is the notification of lost bag which Alitalia is referring to, the second, a copy of an Email dated ** January at 9:is the document in which I notified the Alitalia - I later submitted the receipts. I'm willing to compromise by taking swallowing per cent of the original claim. I refuse to walk away from this without receiving compensation. I refuse to go any lower than that
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Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, 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. *** *** ***
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Sincerely,
Ragaey Mikhail Gobrial

*** ***'s claim is under evaluation. She will receive a written response directly from our Customer Relations Manager within the next business days. Thank you.Alitalia Customer Relations

We reiterate that the baby meal can be requested via the call center and that this information, along with all information regarding bassinets and seats for infants is published on our website *** The Alitalia call center is open 24/at ###-###-#### to answer any questions passengers may have about special travel needsAlitalia regrets the inconvenience *** *** experienced however we are not able to increase our goodwill offer or provide cash compensationThank you.Customer Relations USAAlitalia S.A.I.*** ** ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Never was it thought that the price of the upgrade was in Lira The price of the upgrade was quoted as $US American Dollars, as it should have been as this was a US based flight, booked through Delta Airlines, a US based carrier Never would a flight attendant quoting "150" be translated as anything other than US Dollars If the flight attendants do not speak English, they should not be working on US flights.*** *** was rightfully refunded her fraudulent charge and I should receive the same.It is not our responsibility to know what is or is not the common charge for an upgrade, especially one that is sold after the flight is boarded We are women of senior age (and 82) who would never had moved our seats for the exorbitant fee of $US Dollars.This is a case of taking advantage of elderly women and it is clearly fraudulent business practice that should never be tolerated.*** ** ***
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Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I still have not received the compensation that was promised to me for my lost luggageSincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
The special tickets offered by Alitalia weren't so specialThe policy is not the same for who buy the tickets from travel agency and online, and this not fair Anyway, I didn't except from them a full refund.
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Sincerely,
*** ***

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 *** of April *In fact she no-showed. The luggage tag copy sent by *** *** 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 compensationWithout 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.*** ** *** *** *** ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because: even though I understand that *** "follows" the provisions and limitations set in Montreal Convention of 1999, we are living in US and US "practices" should be applied: discounted tickets and/or free mileageI feel like I am taking advantage of I feel this is a situation where a simple, "unimportant" person like I am goes against the big corporation like *** with no chance of being treated at the level of what other airlines are treating (at least some of) their customers in USSending a "nice" email as apology and doing nothing is not acceptable, in my opinion.
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Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The date of travel was available for days prior to my callAlso, the availability still showed on Alitalia website days after I calledI am willing to work it out with a competent Alitalia agentI can be reached at ###-###-####
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Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, 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.***
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Sincerely,
*** *** ***

Alitalia is very sorry to learn of the inconvenience *** *** experienced when traveling with our airline in January when his luggage did not arrive on time as expectedWe fully understand how difficult these situations are for our customers and we are very sorry if this
experience has left *** *** with a negative impression of Alitalia. Please know that Alitalia is committed to continuously improve 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. The carrier is liable for reimbursement of necessities purchased while without luggage as long as the passenger submits a claim within days after delayed luggage is delivered. Our records indicate that *** *** submitted his claim on April **, which is over the day limit, therefore the compensation was denied. While we do understand *** ***'s disappointment, Alitalia must maintain a fair and consistent policy with all our customers, consequently we must adhere to our decision and once again respectfully deny the compensation.Alitalia greatly values *** ***'s business and we hope to have another opportunity to restore his confidence on a future flight.Sincerely,Alitalia Customer Relations USA

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, 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 $And a fee of $300.00, why can't the original ticket be altered? Currently they would like us to pay $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,
*** ***

Alitalia sincerely apologizes to *** *** 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 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 *** ***'s propertyTherefore Alitalia customer relations will contact *** *** 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 *** *** will provide Alitalia with an opportunity to restore his confidence on a future flight.Sincerely,Customer Relations USAAlitalia S.A.I.?

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

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