Alitalia
Reviews and Complaints

I booked my honeymoon with Alitalia and it was the worst mistake I've ever made. I ended up canceling and rebooking my connection flight because of their 3 hour flight delay. The worst part is that no one in Alitalia is willing to give me reason why it was delayed so I can’t claim my travel insurance to get money back that I lost because I had to rebook at the last minute. I called all the contact numbers on the site (which route your call to 1 call center) and even asked them in the Toronto and Rome airports. If you're thinking of flying with Al Italia, you're better trying other airlines even cheap ones like Ryan Air or Easy Jet give you much better service. For instance, if you press the button for assistance while you're on the flight, I can guarantee you that the light will stay on until you land- flight attendants will walk right by and pretend not to see when you ask for help. Try it if you don’t believe me. Alitalia is a waste of money and will leave you feeling bitter about your travel/vacation experience.

I called Al Italia to inquire about changing return flights for my family. The agent found a new flight and told me that the change will cost 150 euros and 20 dollars. I asked if this is per ticket or for the entire family and he confirmed three times that this is ALL, the GRAND TOTAL. I agreed and provided credit card. He stated that I will get a confirmation email. This email never arrived, so I called again. This time the agent told me that my credit card information is missing so the back office could not process the change of flights, but since I have registered the change request, that is a minor problem. I did again provide my credit card. I asked again and was told that the TOTAL amount is 150 Euro and $20. Again waiting 24 to 48 hours, again no email confirmation. I called again. I was AGAIN told that my credit card information is missing and as such my original flights are standing. I provided one more time the credit card and asked for immediate confirmation. I was told that this is not possible as the back office has to issue that after processing the card information. I asked if there is a problem with the credit card and if I should provide a different one. No, was the answer, all is in order. Very well, so I provided the credit card and asked to confirm the penalty cost. The person suddenly told me that it is 150 euros PER PERSON! I protested that this is NOT WHAT I WAS TOLD, and in such case I would rather keep the original flight. At this point the rep asked me to wait on the line and in a moment came back apologizing that the cost is indeed 50 euros per person, of GRAND TOTAL of 150 euros and $20 for admin fees. So I wait again for the confirmation email.

In the mean time my original flight is now a "no show" for us.

I called last night to ask for the confirmation. After being played like a monkey on the phone, and after 2 hours of frustrating conversations (at one point I asked if I could speak with a supervisor, to which the person just left the phone handle open so that I cannot give a feedback at the end of the conversation if I hang up, and left me there for 20 minutes. I call international and this costs me money, so at that point I just hang up).

Finally, I get to speak with a girl, who after hearing all about the ordeal did her best to help me sort the issue. However, she said that the change is 150 euro PER PERSON, which means 450 euros IN TOTAL. She said that there is nothing she can do about that and that the back office has to "listen to the conversations" I had previously and decide what to do. But that most likely I will have to pay the 450 euros if I want the tickets, or just let them expire. I agreed to that, as I have no other option at the point except for paying the price, of course.

I have been lied by the agents, misled, and now I feel as I am racketeered. I am looking for legal help to file a complaint with Al Italia but I don't know where to find that. In the mean time I suspect that I will have to pay the racket in order to fly with my family.

A few years ago Al Italia refused to give me a crib for my baby but I thought that it was an unfortunate accident. Now I know that this company is governed by an organizational culture of scoundrels and crooks. NEVER AGAIN shall I fly with them!

I thought I would share the response I received from Alitalia's Customer Services Department as it has to rank as one of the worst responses I have ever seen to a complaint.

The background was a cancelled flight and a delay of over 5 hours on the outgoing flight with absolutely no information shared as to the length of the delay or indeed whether there was going to be another plane. On the return flight there was a delay of 1hr 20 minutes. To top it all despite having checked-in 2 hrs before the flight they didn't have 2 seats together so that my 6 year old daughter could sit with one of her parents so despite being a nervous flyer, she had to sit by herself. When we asked the cabin crew if there was anything they could do they were really rude and unhelpful.

Here is Alitalia's response:

Dear Mr xxxxxxx

Re: AZ205 – London, Heathrow/Rome
AZ208 – Rome/London, Heathrow

We write further to our acknowledgement letter dated xxxxxxx.

We regret to learn that your flight AZ205 on xxxxxx from London, Heathrow was cancelled.

Our records confirm that the flight was cancelled due to technical reasons.

Whenever such technical failures occur at very short notice Alitalia make every reasonable effort to try and rectify the fault to allow operation of the service before declaring the aircraft unserviceable and cancelling the flight.

We sincerely regret any anxiety that this situation has caused and we trust that you will understand that the safety of all our passengers is of paramount importance to us. Therefore, we could never allow a situation to develop where the safety and well-being of our passengers would be compromised.

We can confirm that no compensation is due on this occasion as outlined in Regulation EC 261/2004 which stipulates (under Article 5.3 and Recital 14) that the liability of the Airline is exonerated when the cancellation of a flight is due to “extraordinary circumstances” (such as technical shortcomings, strikes, weather conditions, political instability, security risks etc.) which could not have been avoided even if all reasonable measures had been taken.

As per standard procedure in similar circumstances, our airport staff did everything possible to safeguard our passengers’ travel and alternative flights were arranged as quickly as possible, which is subject to availability of seats.

In your case we note that you and your travel companions were offered alternative flights from London, Heathrow to Rome at the earliest opportunity. In doing so, the Airline has fulfilled its contract of transportation as per the Terms and Conditions of carriage.

Furthermore we note that your return flight AZ208 from Rome to London, Heathrow was delayed.

Our records confirm that the flight was delayed due to air traffic control restrictions for 1 hour 20 minutes.

Although as an airline we are acutely aware of the importance of keeping to our planned schedule, like all airlines we cannot always guarantee that our aircraft will operate as per schedule. We trust that you will appreciate that an airline’s operations depend very much on external circumstances as well as third parties.

As a matter of policy and in accordance with AUC recommendations, Alitalia makes every effort to provide as much notice as possible to try and ensure alterations in future travel plans are kept to a minimum

According to article 6.1, no compensation is due for delayed flights.

We deeply regret the lack of information, which seemed to take place on this occasion whilst alternative arrangements were completed, as it is in complete contrast to our usual Company policy to pay utmost care and attention to all our passengers.

Furthermore we note that our on board staff on your flights were perceived to be rude and unhelpful, especially with your daughter.

This is a complaint, which grieves us most as there is no reason for it. Furthermore, it is in direct contrast to our Company policy to pay the utmost care and attention to all our passengers. Our staff are expected to perform their duties with competence and efficiency, with a sympathetic and compassionate attitude towards a customer’s situation, irrespective of their individual position and their personal circumstances.

Although we understand your predicament at the time, please be advised that the Airline is not liable for consequential damages such as loss of time, mental stress, out of the pocket expenses or general inconvenience as per its international Terms and Conditions of carriage.

If private travel insurance were arranged for the journey, we would recommend that the claim be referred to the insurers for their further consideration.

Finally, we thank you for giving us the opportunity to clarify this matter and sincerely hope that we will be given an early opportunity to welcome you and your travel companions on board Alitalia again in the near future.

Yours Sincerely,

Alitalia Customer Relations Team

Thank goodness there is a choice of airlines so you don't have to get treated like this.

The following is the letter my partner and I have written to Alitalia without get any answer from them. Showing us how awful and useless they are.
TO WHOM IT MAY CONCERN
Unsatisfactory Service- Alitalia Roma Fiumicino- Monday, 25th April 2011.
I am writing to complain about the service I received from your airport staff at Fiumicino, Rome at 08.10am on Monday morning, 25 April 2011.
We were holding valid tickets and supposed to fly from Fiumicino at 09.10 to Malpensa and another at 15.30 from Linate with your airline.
Because of the extremely inefficient and unhelpful service we received from your staff at check in desk where she was more efficient answering phone calls from her mobile or chatting with her colleagues about the days off. Even if we arrived at least 40 minutes in advance, your staff at check in desk suggested us to ditch our luggage as it was too late to check in the luggage, which is bearable. However, she told us to go straight to the gate without checking us in. Of course we were stopped by staff at security control by no boarding card. Without giving us the valid boarding pass, your business check in desk staff told us to use the information from our E-Booking email. She then gave us a RED boarding pass without any check in details that allowed us to cross the control. Then we were delayed and eventually late for our flight to Milano.
After all that mess happened, we were allowed to go into the control zone, without boarding pass but advised to go to ticket desk inside control zone! I asked another Alitalia staff at ticket desk about some information. She answered rudely that; “ If you need any information, you have to ask the tourist information!” Finishing that sentence with” Fxxxing tourists”.
Because the tickets were not valid, we lost the flight that morning. No one helped us by giving correct information. We asked to be book onto the next fly for Malpensa, however because the lost of our flight at 09.10pm we were not allowed to use our already booked tickets for the afternoon flight.
They said that our tickets were invalided and the only way for us to leave the airport was to buy new tickets.
In conclusion, we came back to London directly without our luggage, having to purchase new tickets for a total of 980 Euro and waste 5 hours trying to obtain right information from your staff at airport. This was certainly not a pleasant experience for us to use Alitalia again or recommend it to our friends. Because the most terribly unorganised service we have ever encountered, our Easter holiday in Rome was ruined.
I have been a loyal customer of yours for the last ten years and was very upset to be treated so rudely in all aspect of my journey inside the Airport. I look forward to receiving an apology from you and the refund of our previous tickets that we did not have the chance to use.
Yours disappointed customer

Mr.Daniele Piddiu

It seems Alitalia overbooks massively. We arrived in Rome for return flight flight home over an hour before the flight and found that we did not have a seat. The tickets had been relatively expensive - not a cheap rate. We were told that checkin started 3 hours before the flight - so it seems you need to turn up hours before checkin to be sure of a seat. We were then held until checkin closed before finding we had tickets - but we did not get upgraded to business so why did we have to wait for othereconomy passengers to arrive if we had full fare economy tickets - all very suspect. Avoid Alitalia if at all possible.

I checked into an Alitalia flight from Rome to Milan. I had two more connections to make before arriving home -- Armenia. The Alitalia check-in lady gave me a boarding pass. However, at the gate, they told me it's not a legitimate boarding pass, and I can't board, and since it's an oversold flight, they can't put me on. So I watched the flight take off, I missed my two connections, obviously, and had to stay a night in Rome. "It is our fault, madame" they said. That was September 4. To this day, I have not been compensated for hotel or airport transfer.

I booked my flight with alitalia a few weeks back via expedia, yesterday while printing out the information of the tickets i realised that i mistakenly inserted my wifes maiden name instead of her married name. I called Alitalia yesterday morning to eget this changed due to her now having a new passport with her married name and my not wanting her to have problems at the border/s. When i called they informed me they have apolicy that they will not make any changes to the booking, but if i call their italian branch they may be able to. I called the italian call centre and they said expedia had to fix it. I called expedia and they said it was Alitalia who made these changes so i called Alitalia customer services who told me they don't fix problems over the phone and to write an email. I did this and marked it as urgent as my flight was in three days time. Four hours later i got an an automatted email saying to call the reservation line again which i did and got a very rude person answering telling me it wasnt possible. I informed him of customer services saying it was possible and the reply to my mail saying to call him, he then said he would need authorisation to make the changes, then after my waiting he said the person who could do this has left already and i must call back today(the next day). I called again this morning and gave my whole story to be told firstly it wasn't possible and the person who authorises it is only in at four(so he works less than four hours a day) to then call the italian call centre. I did this and they informed me the person who can do this is expedia seeing as they booked it on my behalf as i used thir website to book the flight. I called expedia who then obviously said Alitalia are the people who allow this but she would call on my behalf and put me on hold. Ten minutes later she came back shocked to hear that Alitalia have a crazy rule that no amendments are allowed on the names. So i had to cnacel my wifes flight and rebook another at a cost over £120 more than if i had done it yesterday. so due to their mad rule i have lost my first bit of money and the cost of the flight which if they had ever told me straight instead of bounching me around would have cost me £120 less and my wifes flight is at different times due to this.

We came to florida for our honeymoon.we had a flight with Alitalia, that was from Istanbul, Turkey to Rome, Italy, Rome Italy to Miami Florida USA..Flight number AZ 630 .They lost our baggage . gave me a pice of paper with info wich it is worthless... I call them over 100 times every each branch they have in Usa they did not respond.I send them an e mail, no respond withouth automatic respond, saying they will return back to me for sure... you can reach nobody.
Long story Short inste ad of spending money for our wacation we are spending money for shoes pants dress because they lost our baggage. Insted of buying tckets for cruises, all that parks, disney, we are spending for shirts, pants...Funny hee.
All these unfair, when its come to overload baggage they kill you with extra charges.but they lost your baggage, they dont care.
It will be my last flight with Alitalia.I am going to complain againts them all over the world.every each websites, newspapers.i am going to write abouth their bad business.

Alitalia - lousy airline, poor service

We have recently flown on Alitalia from London to Rome with a 45mins connecting flight to Chicago.

The flight was delayed in Rome by nearly 1 hour. Yet when we arrived in Chicago, to our horror our luggages never arrive. So we thought, well, it must be just shoddy service, and Alitalia does have that kinda reputation afterall (google). The person who handled the complaint gave us a reference number, and a sour face. There were at least 20 of us, some with children, in the same lousy boat. Everyone is given a crappy piece of photocopied paper with a phone number to ring for luggage lost.

So we rang. And rang. And rang. But there was never anyone to receive the call. All we hear is a robotic message. And the funny thing is, it said 'our office is closed on tuesdays' - hey man, we called on saturday, sunday, monday, tuesday, and wednesdays - all to the tune of this message. We must have left dozens of messages.

When someone did ring, it was already day 5 (five). A sweet little voice reassured us our luggage is coming within the next 24hrs. We have to rearrange our iterinary for this but again the luggage didn't arrive. When we left messages on the number, including the new york office, there was never any answer. And no one ever rang back since.

Here's the Alitalia con:

1. There is no such thing as customer service with Alitalia - just answering phone service
2. The numbers they gave were were probably manned by part-timers in some hut - why else would all these numbers were NOT answered during normal office hours on mondays, tuesdays, wednesdays, and thursdays.
3. They call on Day 5 just to give us false hope. When she said the luggage was coming it was an outright lie. It really created a lot of problems for our holiday plans.
4. I just wondered if lost luggages is a norm for Alitalia. Who knows someone somewhere might be benefiting from all this 'lost luggage' business.

My luggage was lost by Alitalia in Dec and they still owe me $1465.00.
After landing in Milan in December 2009, after waiting hours for luggage that never arrived, after I realized that my luggage was lost, after waiting hours at the lost luggage desk, I was told to repurchase everything I would need for my week long vacation because Alitalia informed me that they could not get my luggage to me until one week later (the day before I was departing to return home.)
I was very accommodating but they refused to have my luggage delivered to any of the cities that we were going to be in during the week (multitude of excuses: holidays, wouldn’t pay for courier, etc…) and so we had to return to the first city at the end of our trip to retrieve it.
Because we were changing cities everyday on this “vacation, ”and the luggage they lost was my ONLY piece of luggage, I not only had to buy all of my clothing, shoes, boots (it was snowing), makeup, toiletries, but I also had to buy luggage!
Alitalia assured me that I would be reimbursed as long as I kept all of my (itemized) receipts and submitted a claim when I returned to the states. (Which, of course, I did.) But after almost 4 months I didn’t hear from them, and when I followed up, they lied and told me that my luggage was returned to me the following day, and then they denied my claim. Naturally, I had proof that they were lying, (I received my luggage one week later, not one day later], and so then they made up a new fake nonexistent reimbursement policy, (there is no such policy, I have all the paperwork from Italy, and there is no such policy on their website), and so then they offered me $225*, instead of the $1465* they owe me. (However, I have not received a penny).
*Just purchasing toothpaste, a toothbrush, comb, hand cream, makeup, deodorant, sneakers and a tote bag, which I bought and used as LUGGAGE because it was cheaper, cost me $270.00! They offered me $225 as a “settlement” (which I never received), but WHAT ABOUT THE COST OF MY CLOTHES, BOOTS, UNDERWEAR? WHAT ABOUT THE COST OF MY CABS, BUSES (to find these stores), AND PHONE CALLS (to track down my lost luggage)?
Should I be expected to pay for replacing my clothes—I packed them---they lost them.
They broke their contract:
http://www.alitalia.com/IL_EN/Images/CGT_en_0605_final_tcm50-10352.pdf
see page 2 of THEIR document:
“…..provide the passenger with the agreed carriage according to the defined itinerary and
schedule, carrying the passenger and his/her baggage from the place of departure to the
place of destination…”

A simple search online will show you that Alitalia does not ever pay for lost luggage.
I have written to, emailed and called Alitalia 23 times. I have contacted Eyewitness News/7 On Your Side, The New York State Consumer Board, The Better Business Bureau, and Andrew Cuomo, Attorney General…..and various travel troubleshooters online……..I am still waiting for my check for $1465.00.
The other very frightening thing is that their prices are very CHEAP, and so students planning to study abroad find this very appealing….
STUDENTS BEWARE!—DO YOUR HOMEWORK---RESEARCH THIS AIRLINE BEFORE YOU BUY A TICKET! UNLESS YOU ARE PLANNING TO CARRY ON YOUR LUGGAGE CASES, DO NOT FLY ALITALIA!

On June 10, 2010, 7 of us were flying from Venice to Rome on Flight AZ 1464
then from Rome to Chicago, Flight AZ 628.

I was the "leader" of the group and when we checked in, I advised the young
man that there were 7 of us and that my daughter, M. J. Cochrane and I
wanted to sit together on the flight. 2. I also gave him my Skymiles number
and asked him to please post this number to my tickets which he said he
would do. 3. The second pair were Sharon May and her sister, Marilyn
Sanders. They also wanted to sit together. 4. I advised the agent that
Marilyn Sanders was not to be routed to Kansas City from Chicago but
St. Louis from Chicago. 5. Ruth Ewy advised the agent that she did not
want to sit in the last row of the plane.
The last couple, Rita and Julie Tharp, mother and daughter were seated
correctly.

When we had gone thru security and were at the gate, I noticed that
Marilyn Sanders was booked all the way to Kansas City after we were
so careful to tell him she was going to St. Louis. The two gate agents,
who just sitting around talking to each other, sent us to the front gate
to take care of the changes. They were too lazy to do it themselves.
That meant coming thru security again and the hassel of taking off
your shoes, etc.

On both flights, the Venice agent had booked my seat 10 rows ahead of
my daughter. Sharon May was on the last Row and her sister, Marilyn
Sanders was in 30D. Ruth Ewy was in the very last row as she had
requested not to be seated there. Fortunately, the flights were not oversold
and we were able to change seats on the flight from Rome to Chicago.

Also Marilyn Sanders suitcase had been lost for two weeks and was at the
Venice airport. We asked that the suitcase be sent to Chicago/St. Louis
like her present bag. It did not make it for another WEEK.

I have never had such horrible service from an airline in my life. The
service from Chicago to Rome was wonderful. The return service
was not great. The stewards/stewardess were not nearly as accommodating
as the ones coming from the States. I loved Italy but I hated how we were
treated by Alitalia Airlines.

Mary A. Short.

I traveled with my kids from Boston to Cairo, Egypt, on Alitalia airlines for two weeks during the Christmas holidays. In Cairo airport, we went to pick up our five bags from the belt but unfortunately after waiting for more than an hour, we found that none of our five bags arrived. Many other families were unfortunate as well. We had to spend two more hours in Cairo airport to file a claim for the lost bags.

The next day we got a call from a taxi driver saying that our bags arrived and he will be delivering the bags to us. Unfortunately only four out of the five bags were delivered. This is when my nightmares began. The lost bag had our camcorder, family video recordings, kids’ clothing and many gifts. I kept trying to call Alitalia’s customer service that’s located in Cairo airport for many hours everyday to get an update but the phones were never answered. The only way I was able to reach them is to drive to the airport to ask them in their offices. I almost wasted my vacation trying to get someone to answer the phone.

Two days before returning to Boston, I spent four hours documenting every detail about the lost bag, its contents, the purchase date, the value, etc. I tried to fax it using the fax number I was given in my claim forms but it never worked. After researching the internet I found some fax number that I was successfully able to use.

I was sure I’d be able to talk to the customer service once I got back to Boston since I thought Alitalia should be required to follow higher standards in US than Egypt but I was mistaken. I kept trying to call their office in NY but it was no different than the situation in Egypt. Again I kept searching for another way to contact them and I was able to find an email address on the web. I sent them an email asking them for an update; they replied they will continue to search for my bag and that my bag is not considered lost until after one hundred days from the travel date.

Since I bought travel insurance for this trip, the insurance company asked me to get a report from Alitalia that I have not received my bag yet. I asked Alitalia to send me this report but they never replied me.
Now it’s almost three months since we lost this bag and we didn’t get reimbursed by the airlines for any of the emergency purchases we did in Cairo. Also why should we wait for more than 100 days to get reimbursed for the lost bag?! Why doesn’t Alitalia send me the report I need so that I can send it to my insurance company and get some reimbursement?! The big question is why are they allowed to operate in US with their non-existent customer service and merciless treatment for the travelers?!

On August 29, 2009 I was supposed to fly from Italy to JKF on Delta but unfortunately later learned the flight was operated by AZ ALITALIA S.P.A. My husband and I were flying home from our honeymoon. Our tv screens both did not work. I tried to get a flight attendant's attention for an hour. Finally one came over and said to go ahead and move up to another seat. To respect the situation I spoke to Antonella Fantin who claims she was the supervisor of the plane. She insisted I could not move my seat to watch a movie. I asked her why she would not allow us up tp watch a movie and later return to our seats as there were several vacant seats. She said she would not permit it and that Alitalia doesn't allow it. I said well actually you could allow it, you just don't want to and proceeded to walk back to my seat. At that point, I felt someone grab my arm forcefully from behind! I was shocked to see that Antonella "the Supervisor" put her hands on me. Antonella claimed she didn't mean to hurt me but that she wasn't finished talking to me. I was appalled. I will stop at nothing to file a complaint. Alitalia is the WORST! Antonella Fantin...you have no right to ever lay your hands on a passenger. You may not have had the intentions of hurting me but the simple fact of the matter is you most certainly did! Michelle (FL)

Voor 5x 777 euro aan tickets geboekt Amsterdam-Rome-New York v.v. In Rome aangekomen met KLM, so far so good. Vanuit Rome een te krap toestel met weinig beenruimte. Vertrokken met vertraging vanuit Rome. Voor 2 mannelijke stewards was dit blijkbaar zo slaapverwekkend, dat zij, zittend met hun gezicht naar de passagiers toe, een poging deden in slaap te vallen zo niet in slaap gevallen waren. Er was zelfs een mannelijke steward, die met zijn eigen kind op zijn armen constant door het vliegtuig liep!
In NY aangekomen konden we niet direct uitstappen, waarop de airconditioning werd uitgezet!
Naar de bagageband en wat bleek: 4 stuks bagage nergens te vinden en we waren niet de enige. Voor de klantenservice van Alitalia stonden zo'n 30 personen te wachten! Er bleef echter maar 1 man achter de balie de reizigers te woord staan. Na ongeveer 1 uur werden we te woord gestaan met achterlating van ons tel.nr.. Tijdens het wachten werden er koffers voor het kantoor gedeponeerd die niet waren afgehaald van de bagageband: het werd een bende van bagage voor dat kantoor van koffers van voorgaande vluchten, maar niet de onze...
Zonder bagage vertrokken met een taxi naar het hotel, maar wat moet je zonder koffer, zonder kleren, zonder wat dan ook. Na 2 dagen kwamen 's nachts 3 van de 4 koffers terug. Alitalia was niet bereikbaar en bij achterlating van ons tel.nr. werd er ook nooit terug gebeld. Na 12 dagen, voor onze terugreis, gingen we weer naar de balie van Alitalia. Die vertelde ons dat 1 koffer naar ons hotel was gegaan. Wij zeiden dat ons hotel dat niet zou accepteren indien we daar vertrokken waren. De dame achter de balie reageerde dit keer wel alert en was behulpzaam en ze liet onze koffer terug komen. Na een half uur kwam onze vermiste koffer terug, die de hele vakantie dus weg wat geweest en dus ook niet open geweest. Weer ingecheckt, dit keer met 5 koffers, omdat we een koffer hadden moeten kopen om onze gekochte kleding in te doen omdat we een koffer kwijt waren. Terugvlucht gelukkig met Delta, geweldig, wat een verademing... Ruim vliegtuig, goede service, prima bediening, 2 a 3 stoelen per persoon, film naar keuze, kortom cijfer 9!
Maar weer naar Rome voor de overstap: zou het lukken dit keer met onze bagage?
We zouden het weten in Amsterdam. En wat bleek in Amsterdam? WEER geen koffer te bekennen...
Dit keer 5 koffers weg. Service bij KLM was goed en we zouden op de hoogte worden gehouden.
In de namiddag werd uiteindelijk onze bagage thuis met een koeriersdienst bezorgd.
NEVER nooit meer met ALITALIA.. dan maar meer betalen zonder overstap. Nu nog maar afwachten of ze financieel over de brug komen...

Alitalia couldn't get my luggage transfered to my plane from Rome to Genoa despite a 1.5 hour delay. Once the luggage finally arrived in Genoa 12 hours later they couldn't garantee when it would be delivered to me on the next day even though they knew I was departing on a 3 week cruise. They delivered my luggage to my hotel instead of my cruise ship (after we left port) and never bothered to return ship's emails or deliver the luggage to any of the European cruise ship ports. I rceieved one piece of luggage the day after I returned from a 4 week vacation and my second piece is still missing. Their New York office puts you on hold (up to 1.25 hours) and then hangs up on you. I will never fly Alitalia again as long as I live.

Not only are your flight attendants rude, but your entire company is rude...
You don't even have the courtesy to answer this email sent on Dec.21,
2005...

We flew from Miami to Milano on Alitalia~~not our first trip to Europe~~but
our first trip to Europe on Alitalia and hopefully it will be our last. We
were in business-first class and it was by far the worse service we have
ever received. Obviously, Americans are not welcomed or treated very
nicely on Alitalia. Fortunately, in America we do not treat "foreigners"
differently so this was very hard to understand the mentality of your flight
attendants. From Miami to Milano I thought the flight attendants were
just having a "bad day", but coming back from Milano to Miami they proved
that there were no "bad days" and they were just rude and impolite to
American tourists.

2 month ago i came back to the states from ROME on alitlia and since that time i didn`t get my belongs tell now, they ask me in the airport to call a number which they gave me we traking number, no one answering, and the information about my adress and mphon num is roungh !, and i sent email and finaly they answer and ask me to wait 100 day..haha.here is nothing they can do now, poor people, so i`m just waiting my belong {95%of my cloths, mybooks and...alot of tings that i start forgeting them} so if any one can help pls send email

I purchased 3 tickets - 2 adult and 1 infant through Alitalia's website 2 or 3 weeks ago. Since I didn't receive a confirmation letter, I called the company and I was assured that my tickets were purchased. Today I found out that my credit card wasn't charged for this transacton. So, I called Alitalia again ... And my odessy began. I spoke with 3 of their customer care agents and none of them seemed to be helpful or polite. Is this Alitalia's policy?
I was supposed to travel on Dec.7, 2007 and go visiting my parents for the holidays. Now I have no ticket. They offered me to buy new ones which were 3 times more expensive. Even through a website you can find cheaper ones.
I asked to speak with a supervisor. First time I was on hold for a while and then the same agent told me that nothing could be done but buy new tickets. The second time I was left on hold for 10 mins and nobody answered so I hung up. The third time it was a very rude woman who just hung up on me.

I had purchased a ticket from karachi office of alitalia in the first week of june 07 for the itenary of khi-doh-milan-paris-brussels-dubai-karachi . When i reached dubai in the early morning from milano, i was shocked to note that there was no such flight of pia as booked by the alitalia while the only available flight of pia for karachi was at 7.30 in the evening, i went to the alitalia staff on the airport and there was a gentleman named mr. abu alqasim who after hearing my ordeal, instantly refused to help and said he can neither provide me any assistance for the hotel and visa, which was requested as no flight existed with the number of pk-214 at 10.30 am at dubai international airport. With great great difficulty i managed to get the ticket endorsed by the above named gentleman and then managed to fly by emirates at 10 a.m., the ordeal does not finish here, when i reached karachi, my baggage was missing and i had to report for that, the same was found and sent on 3rd day after my arrival, in all this episode you would see that happenings were occured due to the mistakes of alitalia staff right from the start when they booked this passage, even if i beleive that the pia had changed schedule, even then, the airline was responsible to at least inform me about the change and the next confirmed flight for me.

Alitalia was a different / out of this world experience. No customer service anywhere. Rude flight attendants and lack of organization at boarding, checking in and baggage claim. Lost one bag and told me not to call the again just to check on the internet. They do not answer the phone and / or return your messages. The flight attendants seen to be over work and pissed off all the time. They are rude and do not have basic customer service skills. DO NOT FLY ALITALIA, IT COULD BE YOU WORST NIGHTMARE.