Unfortunately I have to agree ... I am Italian too, I am actually waiting on the line now to talk to an operator to book my flight ... wait time shown on my phone, 64 minutes!!!
I also had a problem, and it is IMPOSSIBLE to find a customer service rep to talk to!!!
I tried many numbers, their office on fifth ave is not open to the public anymore, I went there in person without knowing and they didn't let me in and said they couldnt help in any way and to contact the same number I am calling now. Representatives at this number though (800) thugh are not able to help you with anything, just to book your ticket.
This is totally ridiculous, I am sorry to say that Alitalia sucks since they changed this year.