Alitalia

Dear sirs

We were traveling on your airline today on the 5th of July 2019 we had 2 flights 1st one was to roma AZ0827 and the second was AZ 316, reservation code: FAJQYO in the name of Adelle Obayan, Georgina Obayan and Hala AlFakhoury, we were ar beirut airport around 1:45 am and we put three bags at the checkIn but when we arrived paris we noticed that only two bags was received and the third was lost so we went to make a claim at the airport but they noticed that at check in the employee gave us two codes for two bags and not three and advised us to send you an email and make a claim, so you are kindly requested to make the necessary and find our bag for any further information please contact me on number [protected]

in relation to the flight AZ 078 from Rome to Barcelona on 28 September 2018.
Alitalia Reference #[protected]
my baggage was delayed which causes missing items from my bag laptop, phone charger, laptop charger, and jewelry which values more than 5, 000 EUR. you offered to provide compensation in the amount of 1.082, 00 EUR by way of bank transfer.
Regarding the delayed delivery, you offered cash compensation in the amount of 85, 35 EUR.
I have been complaining from October and you still didn't solve my problem which is caused by you.
till now the issue is not solved.

Alitalia's 620 on June 5, 2019, was my most unpleasant experience in over 50 years of flying. Passengers in Row 42, Seats J, K and L included a three or four-year old child who screamed and shrieked during the entire 13-hour flight. This child also repeatedly kicked and hit Row 41, Seat J, where my son, Alex Steiner, was seated. The child ran up and down the aisle hitting and kicking other passengers and seats as well. The parents or caretakers did nothing to control their child. The flight crew received numerous complaints regarding this totally disruptive passenger yet took NO action to correct or improve the situation. The parents slept while their child terrorized the other passengers in the rear cabin.

I request partial refund for this unbearable flight situation which Alitalia's crew could have rectified, especially for Passenger Alex Steiner in Row 41, Seat L. There must be some alternative for aggrieved passengers to get relief from such a disruptive, inconsiderate passenger.

Booking of non-refundable ticket

Due to some medical problem, I am unable to travel. But Alitalia India is not ready to refund back my Service Tax amount which I have paid to the Airline. Total amount I paid for three for approx. INR 56, out of which INR 36. If a sales is cancelled, a company is not required to pay service tax. In this the service tax collected from customer should be returned back. But seems like India customer care is not ready to understand. Also, they are not even considering medical emergency which I have

Booking id no NN2269525428265

My flight from Bari AZ1608 was supposed to depart at 07:25 am for Rome to connect with flight AZ806 to Tel Aviv at 09:35 arriving before the Sabbath at 13:50 pm on Sept 7 2018. Instead there were technical problems and the plane only left at about 13:30 pm for Rome. I was placed ONLY on a flight, AZ810 at 22:50 pm (on the Sabbath night) on Sept 7 arriving in Tel Aviv on Saturday 8th at about 3 pm. No public transport was available to arrive to my home was available so I needed also to take a taxi costing 270 NIS home arriving at 04:30 am ! There is absolutely no reason to suffer such consequences and duly I expect reasonable compensation for travel on Sabbath with a delay of over 12 hours and a poor food voucher that covered half a meal costs while I had expenses of at least 2 meals. Boarding cards attached.

Dear sir and Madam,
I arrived in Fiumicino airport from Tehran to Rome at 7 am on 31.08.2018 flight Nr.AZ 757 in terminal 3. I picked up my luggage at belt 10. unfortunately I couldn't open the handle (telescope handle is stuck) . Then I found a 3-4 cm cut on my luggage so I went to Alitalia desk to inform them. They refused to accept my damages because it is a mechanic non function and the cut with a hole is not accepted as well. I wanted to speak to their manager but they told me i should wait there, he/ she will come later. I have two children waiting for me at home.
What kind of customer care is this? I never experienced such unprofessional staff of any other airline. I am very much disappointed and still hope that you could compensate my damages. You definitely won't like to loose a loyal customer.
Either you refund 110 euro for my damaged luggage or you exchange it with another Samsonite luggage. please see attached pictures.
Regards,
Farnaz Alaei
British citizen living in Rome
email: [protected]@yahoo.co.uk

I Cancel the ticket OUMOUU on August 1st.
I was told to wait 10 business days that Alitalia would contact my credit card company to proceed the cancellation.
So far Mastercard haven't received anything from Alitalia. The email I send to alitalia.brasile I don't even get an automatic response and Stefany from Customer service Brazil told me they never reply, that I need to wait.
No one on Alitalia's side gives me a clear picture of my request! I've tried email, facebook, telephone...It's very frustrating!

I have complained 4 times with no response.

*Customer service and on-board service is terrible.
*Food on the flight was shocking!
*A flight delay caused us to miss our connecting flight.
*Alitalia promised to hold back the flight for us but this did not happen.
*We were travelling with two small children so the whole experience was traumatic. After putting us on a KLM flight home, we could not even sit together as a family.
*lastly - I have yet to hear from them after registering 4 complaints with them!

Good Day,

This is the 4th e email with no answer and sril my money are not back .
As a reminder I was charged for a baggage first $100 and after a very rude lady called Ilene came and charged me without asking me another $285 and she refunded the $100.
Without even giving me explanation or giving me a receipt.

I will take this email further as I can see you are very unserious and I clarify this as Stealing from your customers. This is the worst experience ever!

Roxana Goane

Hello,
On the 4th of March, I had made a booking from Alitalia . I had paid the amount using my ABN Amro card through IDEAL. The money was deducted from my account, but I didnt get any confirmation message from the airlines. However, after few hours, I got my booking code, but on inquiring with them, I was told that the booking didnt happen and they didnt receive the money.
Now, my bank says that the money is sent and the airlines says that the money is not with them.
Thus, I am really worried where did my money go. According to my bank, the airlines should initiate the refund, but so far, I have got no information from them. Please look into the matter, so that I can get the refund as fast as possible
I attach the details required for this case. The money deducted was from "GLOBALCOLLECT"
Thanks in advance
Nikhil

I feel like I'm getting the run-around regarding a refund from Alitalia through Travelocity. My name was spelt incorrectly on the airline ticket so the night before my flight, I purchased a new ticket. I was told that night when I purchased the new ticket that I would be eligible for a refund. Now … 4 calls later and a total of 3.5 hours on the phone, I am told that I will receive a full refund but Travelocity is waiting for Alitalia to give them a waiver. I have called both companies (Alitalia will not do a conference call) separately trying to resolve this issue and it has become a headache. When I call Travelocity, it sounds like a a baseball game is going on in the background (lots of clapping and yelling).
How do I get this resolved?!?!

I, Rituparna and my Mother, Ms. Sarbani Pal visited Amsterdam availing ALITALIA flight, to and fro from Delhi as under

2/12/17 AZ 769 and AZ110 ( TICKET NO. [protected]) and return by AZ 119, AZ 2039 and AZ 770 departing Amsterdam on 8th Dec, 2017

On arrival at Amsterdam, we received our checked in 36" suitcase in badly damaged condition. Your Schipol Airport Agent KLM issued a damaged bagage report vide File Ref. no. DPRAMSAZ32094, wherein they have certified a compensation amount of Euro 300/- as no replacement of bag was made.

I and my mother, were travelling alone in high winter of Europe, had to face immense trouble and inconvenience in carrying that broken suitcase (36") which was containing our essentials. on arrival at New Delhi airport, we found two of the wheels were broken and missing. At 2.30 AM in the morning and on a hurry of catching the connecting flight from a different terminal we could not report at your counter. the image of the damage certificate and the suitcase is attached herewith for your ready reference.

It is our request to your good self to arrange to reimburse the certified claim amount of Euro 300/- immediately by any suitable means as suits you. I am giving you my account details for a faster credit Account no003401003200, ICICI Bank, Ballyguange, India, Branch, IFSC CODE ICIC0000034, MICR CODE [protected]

Looking forward to your early response and closure of the claim

October 6th - returned to London Heathrow via Rome from Cairo. My suitcase was severely damaged and the outer shell cracked. I reported the damage to customer services - they offered me 35 Euro compensation. I said I wanted it reported to Alitalia - I was given an email which a duly sent details of the damage and a photo. They replied with the reference number stating that they would be in contact - to date they have not been in contact - I have sent three further emails, with no reply. Today I phoned Rome and Ireland and then the US - Rome hung up on me the US only takes reservations.

This is an appalling service and I want to take my complaint further.

Because of the baggage delay, I had to wear the same clothes and underwear for three days. I was given the location of a department store in Rome where I purchased a pair of men's slacks, a long sleeved shirt and one pair of mens' undershorts.
I purchased the clothing at the Rinascente at Piazza Fiume in Rome for a total of e241.90.
The slacks were not hemmed so I had to fold the pant leg material up and under so I could wear them.
All delayed luggage documentation and clothing receipts are available.
The Alitalia file reference is FCOAZ54768, flight AZ0603 - 04, ticket number is [protected], tag number is DL835091. File reference 05 oct 2017 09:05 LT

My husband an I purchased an international round trip ticket on 24 th October 2017, we got an email stating that a change had been made, the email was saying if we didn't contact them soon they would be cancelling our flights and my failing to contact them . That's when the issue started: can't communicate by email or the customer service we have been trying ring in different countries all time, i spending money with the phone calls and time. I had organize everything to go aways, as i had taken my holidays in that date and bought train tickets to travel in my destiny also flights and concerts tickets. I will be sending you the booking details from our flight for you check what is going on there I purchased an international round trip ticket, please find bellow our booking details:
Booking reference: P7RPKD Patricia Geissler Prince Coelho

Regards

Patricia Geissler Prince Coelho

We booked flights in November 2016 for September 2017. Alitalia cancelled our flights in July 2017. The travel agency did a Refund on 12 July and since 8 September 2017 there is no refund done. I have emailed and phoned them. Even went on Facebook and twitter. They respond once and never again. We used our spending money to buy new tickets with another Airline. We need the refund to be done as soon as possible.

Do not fly with alitalia!

After having no choice but to purchase a premium economy seat back from rome so I could travel with my party, a several hundred dollar difference mind you, I was forcefully downgraded when I arrived at the airport. After filing the required paperwork shortly after I returned, I received a claim file number. I have called multiple times since and have been given the complete run around. No one is able to tell me what the status is and no one is allowed to transfer me to the department that handles those claims. They refuse to let me speak with a supervisor. Complete scam! After 2 months I still have not received any communication about this matter nor any update on my claim. If your flight goes as planned its a decent experience but if something doesn't go right forget about it! There are plenty of other airlines out there, stay away from alitalia...😡

Sono incinta di 6 mesi e Oggi ho fatto viaggio Milano Linate -Tunisi con scalo a Roma Fiumicino. Sono rimasta veramente sorpresa e molto delusa dal comportamento della responsabile di cabina del volo da Roma a Tunisi. Quando è arrivato il momento di sollevare il bagaglio per metterlo nella cappelliera non me la sono sentita e ho chiesto alla responsabile di cabina se poteva aiutarmi a sollevare la valigia. Ha rifiutato dicendo che non è il suo lavoro e che avrei dovuto prenotare l'assistenza. Ripensandoci avrei dovuto prenotare l'assistenza ma il suo rifiuto a dare una mano ad una donna in evidente gravidanza mi ha raggelato, non ha avuto un minimo di umanità . Alla fine ho dovuto sollevare la borsa da sola.

Volo: az866 at 16h 40 11 june 2017, from rome Fiumicino ti Tunis TUN. Seat 10D

Got an email that my flight was cancelled. The number they provided for me ot call didn't work. Found contact number after browsing the web. Customer service promised refund within 9 wks. After 9 wks called again, this time they said 12 wks. Now it is 16 wks and no refund. I try calling them again. No answer. Requested callback. They never call back. Tried to call 5 times and no answer. This is customer service at its worst.

1. I, Razumikhina Tatiana, and my son, Sobolev Ivan, departed from Moscow (Russia) for New York (USA) on January, 11th, 2017. Flight was carried out by airline AlItalia with a 23 hour stop at the airport of Milan. Upon registration at Moscow Sheremetyevo airport we received our boarding passes on flights Moscow-Milan and Milan-New York.

Departure from Milan: January 12, 2017

Flight: AZ 604

Departure time: 13:00

Boarding: 12:15

Gate: B10 Terminal 1

2. Having arrived to Milan airport on January, 12th 2017, we passed security control and passport control, our boarding passes were scanned.

3. We came to T1GateB10 at about 12:05, i.e. 10 minutes prior to the beginning of boarding. We presented our boarding passes to the representative of the airport at the GateB10 counter, a woman of average age and build. She looked at our boarding passes attentively and told us that our flight was delayed for 45 minutes and she asked us to wait. My son stayed near GateB10 reading a book and listening to announcements and updates and I took a walk nearby (around GateB10).

4. GateB10 was surrounded with a huge amount of people also waited for boarding.

5. Unfortunately we did not check, what was written on a board above GateB10, we trusted the person on duty on a gate and even could not imagine that she could give us the wrong information. All was in order, nothing caused suspicions. We did not call into question the words of the worker of the airport which stated that our flight (flight departing from GateB10) was experiencing delays.

6. While waiting for the plane, we heard multiple messages over the intercom (mainly in Italian), but no announcements containing the words New York, Gate changes or any of our surnames (Razoumikhina or Sobolev) were made.

7. When boarding began on GateB10, we stood up, waited our turn in line, and submitted our boarding passes to the flight attendants. Boarding was in full progress at this point at GateB10, and there were several employees present. The employee who took our boarding passes told us that this plane was not heading to New York and that we should follow announcements and look at the board. She was not able to explain where our plane was or why it was not present at this gate.

8. This information caught us off guard. At first I had no idea what to do, where to go and who to ask for help. The reason for our trip to Moscow was the funeral of my mother and we were thus in a very unsettled state even before the occurrence of this situation. As soon as we fully evaluated the gravity of the situation, we tried to find somebody who could help us find our plane.

9. At one of adjacent gates there was an employee of the airport (a tall man of average age) who was not busy as boarding at his gate had not yet begun. We explained to him our situation and asked him to check where our plane was. He looked through the system via his computer and told us that our plane had already departed from GateB6 on time, i.e. about half an hour ago, and that we just missed our flight. To the question: ”What should we do now?” he told us that we should find an employee of AlItalia (he was an employee of another airline) to get a more informed opinion. He looked through the system again, to see what gate another plane of Alitalia departs from and found

one on the opposite end of the airport in a different end of the terminal. We then proceeded to that location.

10. On our way we saw an “Information Desk” kiosk. We stopped to talk to them and asked for help. We explained to them what happened, and asked again “What should we do now?”

11. The employee of the Information Desk told us, that now we should go downstairs to baggage claim and pick up our luggage (our luggage was removed from the plane due to us not arriving to gate), then we should pass border control and find out about our situation with employees of AlItalia from their local office. She called the appropriate service body, and they told her on which conveyor we could best locate our luggage.

12. We proceeded to the baggage claim area and approached our appropriate conveyor belt, but our luggage was nowhere to be found. My son went to find out where our luggage ended up, and it took the airport employees a long time to locate it. Eventually it was found in the Aeroflot section as the plane Moscow-Milan was piloted by Aeroflot. It turned out that our luggage had not been passed to AlItalia in the first place. Now we are wondering where our luggage would go had we actually boarded our plane.

13. Having received our luggage and having passed passport control, we left the customs area.

14. The loss of a close relative, the funeral, the problem with departure, all this really unsettled me. I was very upset, could not comprehend anything anymore and I cried all the time. In the meantime, my son went to discuss the situation with Alitalia.

15. First he was sent to Aeroflot, having been told that our flight was carried out by them. Since our previous flight Moscow-Milan was carried out by Aeroflot and we got all our boarding passes in Moscow Sheremetyevo airport, the Aeroflot logo was largely displayed on our boarding passes. In reality, the plane that we missed was piloted by Alitalia.

16. When we finally figured out whose plane it was, my son was sent to the ticket office, where the airline employees claimed that;

* announcements of gate change were made,

* we were called for boarding by appropriate last names,

* we missed everything,

* we were in all things guilty,

* we should buy new tickets.

17. My son returned to me and we went to the ticket office together. The employee advised us to consult Air France (our ticket was combined: New York-Moscow - Air France, back - Alitalia): perhaps they could send us back to New York free-of-charge. She gave us a phone number, but did not suggest taking advantage of their land-line although we at once have told her, that we do not have phones working in Italy, and she undoubtedly knew that it is very expensive call if we call from the 1 euro/min phone booth. When we understood that it was so expensive, we returned to the ticket office and asked the employee to help us with the call. She said that passengers should call themselves and that she can’t let us make a call. I once again said that we were going from the funeral of a close relative, my mom, that to us this is very difficult, and asked for help. I could not manage my emotions any longer and again burst into tears. After that, the employee of the ticket office called Air France herself. Air France said they can’t help with anything.

18. The employee at the ticket office did not suggest us to consult the office of Alitalia, although in fact Alitalia piloted the plane which we had missed.

19. The cashier said that we should buy new tickets. We asked her to see what was available. We told her that we can take a flight to either New York or Toronto, but we can afford just the cheapest

tickets. She looked through a few flights, consistently repeating: “Overbooked, overbooked” and as a result, offered us plane tickets Milan-Toronto carried by airline LOT at the price of almost 2 thousand euro for 2 tickets. Thus she told us that those were the cheapest tickets available. I believe she did not consider looking at any New York route alternatives, although New York was our destination before.

20. We moved away from the ticket office. I was in a shock. This monetary figure ruined that little control I had left over myself and made me completely break down. I could not be myself again for a long time after that. It began to seem like we would stay in Milan airport forever.

21. When I calmed down, we decided to buy these tickets to finally get out of that horrific airport. My son returned to the ticket office.

22. He thankfully did not have enough time to purchase the tickets: I stopped him. The capacity to think rationally began to slowly come back to me and I realized that we should purchase the tickets over the Internet.

23. We had a laptop with us, and the airport had wi-fi. We opened the Internet and it turned out that there were multiple flights available to New York and tickets were available for all of them. In addition, the tickets to New York were approximately two times cheaper than those to Toronto and the ticket office attendant never mentioned this to us whilst we specifically requested for the cheapest tickets. Among others I found a direct flight from Milan to New York departing the following day at 10 a.m. Abandoning all hope of receiving any support from Alitalia, and being afraid that tickets would become sold out (My ears were still ringing with the sound of the ticket sales women’s voice: “Overbooked, overbooked”), we decided to buy tickets for this plane.

24. The prospect of spending the night at the airport frightened us, but we could not even consider spending the night at the nearby hotel as we had absolutely no money left.

25. After purchasing new tickets we calmed down a little. Having considered the situation more and more, we realized we should try to find a way to speak with the manager/supervisor of Alitalia or get the ticket office staff to put us in contact with them at the least.

26. We returned to the ticket office. We reminded the employees of our problem and have requested that they direct us to where we may talk to the manager of Alitalia. We asked for them to help us get in touch with him/her. After some altercations one of employees (not the same one which offered us tickets for 2000 euros) told us where we can find the manager.

27. We went to the second floor of the airport where the offices of airlines were located. After a long time of looking for the manager of Alitalia, passing by all the offices, just to find all doors locked. Finally in one of the offices, the manager finally appeared after sending away a plane and just stepping back into the office before leaving for the night.

28. We explained our situation to her. She listened respectfully to what we had to say and then said that announcements of change of gate and beginning of boarding had taken place, that we were called for boarding and that we simply heard nothing. We assured her that this was not the case and that no announcements took place, but she continued to stand by her original statement.

29. We have asked, whether the employee of the airport, standing at the gate is responsible for his/her words. The manager was a bit uncomfortable but said that possibly the employee on a gate which looked at our boarding passes only paid attention to the gate number but did not pay attention to the flight number and consequently was mistaken, having given us the incorrect information about time and boarding of the plane, but all the same it is our fault and our mistake, that we did not look at the board.

30. The manager was very attentive with us; she sympathized with our situation, but said that nothing

could be done. When we told her that we are coming from a relative’s funeral, that our condition is very unsettled (again I burst into tears), she told us, that although she is not entitled to do this, she will send us to New York tomorrow with the same flight which we have missed today.

31. Having learned that we have already bought tickets for another plane, she suggested us to return them and then to depart by Alitalia flight we have missed today. She said that if we cannot return them, she cannot do anything for us. She offered neither a voucher for hotel, nor anything to facilitate our stay for the night at the airport. To her it did not matter that we should spend the night at the airport on rigid metal armchairs. She told us that although she understands our situation, she could be of no further assistance to us.

32. I would like to point out that all the described steps and movements were made with suitcases in our hands and backpacks and hand luggage behind our shoulders. And in general we already spent the whole day at the airport in a highly stressful condition and have been exhausted beyond a normal limit.

33. Having returned to a bench in the waiting room, I tried to refund our tickets, but as I expected, it was not possible. We had no other choice; we had to fly by our next day 10 am plane:

Departure from Milan: January 13, 2017

Flight: AZ 7602

Departure time: 10:00

Gate: B10 Terminal 1

34. The next day we had a direct flight Milan-New York which was scheduled to depart from gate B10. However in boarding passes which we had received at registration, gate B6 was specified. So the departure gate had been changed once again.

35. Passing passport control, security control and expecting landing, we closely listened, waited for announcements of a gate of a start replacement and of the beginning of boarding, but there were no those announcements.

36. We are sure that the same situation occurred the day before with no announcements made; once again we were misled by the airport staff. All the passengers registered in Milan received boarding passes for gate B6 and only transit passengers like us received boarding passes for gate B10. Nobody in Milan airport thought of transit passengers, nobody announced anything.

Conclusions

1. We did not get on our flight because the person on duty on the gate neglected to responsibly fulfill her duties. She looked at the gate number in our boarding passes but did not pay attention to the flight number, and then provided us with the incorrect information about the flight delay.

2. There were no announcements of gate change and beginning of boarding, and no calls for boarding by our names: Ivan Sobolev and Tatiana Razumikhina. We were lied to by the employees of the airport when they claimed that those announcements existed.

3. The schedule from the Internet had the incorrect gate numbers for the planes to New York. All the passengers registered in Milan airport received boarding passes with a correct gate number, but transit passengers registered in the other airports received boarding passes showing the wrong gate number. As a result all transit passengers risked to miss their flights. The administration of the airport ignored this fact and did not update the information in the Internet. Moreover this situation was profitable for the airport/airline; because passengers missed their flights had to buy new tickets.

4. Employees of the airport/airline, despite of our conditions (we returned back from the funeral of close relative), did not help us either with a flight or with a hotel.

5. It would seem that all employees at Milan airport that we communicated to did not care about passengers they responsible for:

* The person on duty on a gate looked to the boarding pass saw the gate number, but did not see where passengers flew, and gave them incorrect information;

* The employees of Alitalia kicked their passengers (Alitalia was carrier of the flight) from one Air Company to another (from Aeroflot to Air France), but did not try to help them;

* The casher in the ticket office specially worsened the situation to make passengers more nervous and force them to pay for extra expensive tickets.

6. We live in Toronto, but usually 2 times a year visit Russia or other places in Europe. For our overseas flights we use different air carriers including Alitalia. If our claim will not be paid we will never use Alitalia again and we will tell all our friends about our negative experience with this company.

Claim

We ask to compensate

1 The cost of the second tickets we should buy - 1, 419CAD

2 My salary for the missed day at work - 400CAD

3 My husband’s salary for the missed day at work (he was waiting for us in New York to pick us up and drive to Toronto) - 250CAD

TOTAL: 2, 069.00 CAD