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

[redacted].  We thank [redacted] for her patience and understanding.Sincerely,Customer Relations USAAlitalia S.A.I.

Alitalia sincerely apologizes for the inconveniences [redacted] experienced when traveling with our airline. We will contact him directly as soon as possible regarding his compensations.Thank you,Customer Relations USAAlitalia S.A.I.

[redacted]s compensation was processed and he should receive the monies shortly.  [redacted] can follow up directly with the Alitalia office in Tel Aviv for a status update. The Email address is [redacted] and refer to claim number [redacted]. Thank you.

The Alitalia Customer Relations office in Tel Aviv is handling this claim and will respond to [redacted] within next few days. If [redacted] does not hear back from them, please let us know and we will escalate the matter to Alitalia's Head Office. Thank you.Alitalia Customer Relations...

USA

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

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

Waiting an extra week or two for a refund would be an acceptable amount of time for a technical glitch. 100+ days is absolutely NOT acceptable. I'm sorry, but that goes well beyond being patient when you're owed over $1300. For that matter, why have none of your customer service reps bothered to mention any kind of glitch or problem and only continued to tell me to wait longer when I called? Or in the case of your Email customer service system, not even bothered to reply at all? I cannot accept this as resolved.[redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We reiterate that only 1 carry-on is allowed at a maximum weight of 8 kilos.  An additional accessory piece that weighs 8 kilos or more is not allowed in the cabin. [redacted] hand luggage weighed 10 kilos, exceeding the allowance and therefore had to be checked.  This resulted in the excess baggage fee because Alitalia allows only 1 free checked luggage.  Even if [redacted] did not have an accessory piece, her hand luggage would still have been checked in the hold because it was 2 kilos over the carry-on allowance. We reiterate that the total weight of the 2 checked pieces was 33 kilos which means the hand luggage was over the 8 kilo allowance for a carry-on in cabin. Thank you.Customer Relations N. AmericaAlitalia S.A.I.

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

[As previously mentioned, I attempted to upload the documents within the time frame. The Alitalia website was not functioning. Please send a check for the expenses caused by Alitalia's negligent handling of my luggage. Thanks.]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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

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

Revdex.com:Alitalia claims they will have an answer for me by next week. I am not satisfied until they give me a solid response. I will wait for a solid response.
Sincerely,
[redacted]

Alitalia sincerely regrets to learn of the inconvenience [redacted] experienced when traveling on May **, 2016 from Florence to Rome on flight [redacted] when she was forced to pay unexpected extra baggage fees.  We are also sorry if our original response (attached) was...

not clear and appreciate the opportunity to address her concerns once again.[redacted] correctly cites Alitalia's baggage policy as published on our website [redacted]: 1 checked bag for free not weighing more than 23 kilos and 1 hand luggage (carry-on) not weighing more than 8 kilos; total 31 kilos. Alitalia allows one additional personal accessory that can be taken onboard such as a purse, small backpack or brief case. At times it may be necessary to calculate the weight of the accessory piece if it is very large. Again, guests are allowed up to 8 kilos only as carry-on in the cabin.  We reiterate what was stated in the attached original response to [redacted] claim: the total weight of the 2 pieces of checked luggage was 33 kilos, which means 1 of the 2 pieces she wanted to carry in the cabin was over the 8 kilo weight allowance.While we understand [redacted]'s disappointment, and apologize for any misunderstandings, the carrier must adhere to the baggage policy for safety and security reasons.  Consequently we must respectfully deny [redacted] request to reimburse the excess baggage fee collected. We greatly value [redacted]'s business and will always consider it a privilege to welcome her aboard an Alitalia flight.Sincerely,Customer Relations USAALITALIA S.A.I.

Alitalia sincerely apologizes for the inconvenience [redacted] has experienced regarding the delayed payment of her claim.  Please be assured that it is Alitalia's policy and intention to finalize all claims within 30-60 days. Due to recent extraordinary administration issues beyond the...

Company's control, some payments have been delayed.  We expect to receive authorization from Alitalia's Head Office within next 10 business days. We respectfully request [redacted]'s continued patience as she will be contacted at the time regarding the finalization of her claim. Alitalia thanks [redacted] for her understanding. Alitalia Customer Relations USA

THANK YOU. WE WILL ADVISE AS SOON AS WE HAVE AUTHORIZATION FROM OUR HEAD OFFICE.

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.

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

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

[The cheques that were sent to me were for the inconvenience on the flight from Toronto to Rome.the same thing happened on the flight from Rome to Toronto except this time they did not even give an explanation on why the seats were downgraded.at no time it was mentioned that the tickets from Rome to Toronto were downgraded to economy otherwise I would have never accepted.I was planning to give my family a very comfortable flight on their vacation but it turned out to be the worst flight they ever took.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We regret to learn of the inconvenience [redacted] has experienced in obtaining confirmation from Alitalia for insurance purposes.  We do not have a record of any previous emails, however our customer relations office will review this request and respond to [redacted] as soon...

as possible.  Sincerely,Alitalia Customer Relations USA[redacted]

[redacted]s check will be mailed within the next 10 business days.Alitalia reiterates our sincerest apologies for this delay which was caused by circumstances beyond the Company's control. Sincerely,Alitalia Customer Relations USA

Alitalia has received [redacted] complaint also sent to the U.S. Department of Transportation.  Our customer relations manager is reviewing the matter and will reply directly to the customer upon completion of our investigation.  Thank you.Customer Relations USAAlitalia S.A.I.

Alitalia sincerely regrets to learn of the inconveniences [redacted] has experienced regarding his ticket refund. Allow us to explain that Alitalia offers a variety of airfares at different price  levels to accommodate the needs of our passengers.  Airfares that allow changes and...

refund without penalties are more expensive.  The specially priced airfare [redacted] purchased has specific restrictions including change fees for rebookings and penalties for cancellation. These restrictions should have been disclosed prior to purchase by the travel agent that issued [redacted]'s tickets.   BEFORE DEPARTURE                                                  CHARGE USD 300.00.                                              CHILD/INFANT DISCOUNTS APPLY.                                     NOTE - TEXT BELOW NOT VALIDATED FOR AUTOPRICING.                 CHANGE CHARGE OF USD225 APPLIES PER CHILD.                      ALL REFUNDS MUST BE PROCESSED THROUGH ARC BY THE                TICKETING AGENT. PENALTY DOES NOT APPLY TO           ‡  Our records indicate that the travel agency processed the applicable refund of [redacted].  Each ticket was refunded less cancellation penalty $300 for the adult and  $225.00 for the child: ADULT =   $980.59-$300.00= Amount refunded $680.591st CHILD FARE 75% discount  =$815.91-$225.00= $ 590.912nd CHILD FARE 75% discount  =$815.91-$225.00= $ 590.91 Total funds returned by Alitalia $ 1,862.41  Note that the carrier is not responsible for any additional deductions by the travel agent such as handling fees and we're not able to authorize a refund of the cancellation fees that were correctly collected, in accordance with the airfare rules.    While we are very sorry if there was any misunderstanding between [redacted] and the travel agency, Alitalia must respectfully deny compensation. Sincerely, Alitalia Customer Relations USA