Listen up everyone!!! I have the "complaint" of the year! I just got back from Italy and France from a two week vacation with my family.
To start off, we flew two weeks ago from Newark to Milan, Milan to Rome. We stayed in Rome for one overnight stay, continuing our trip to Catania/Sicily the following day. When we checked in at Newark airport Continental counter, my husband specifically instructed the gentleman behind the check in counter, that we are making a 24 hour stop over in Rome, and we must pick up our bags in Rome.
Well, when we did get to Rome the following night, we waited at the carousel for about 2 hours, and no bags. My husband went to the baggage claim counter, and they checked the computers, and all 4 of our bags are "being taken off this plane" and just keep waiting. So we waited another half hour. My husband went to complain again, and got the same story again, to keep waiting.
Another half hour goes by, my husband goes up to the front of the counter, demanding a "real" answer. The woman looks in the computer again and tells us that the luggages were put on a Alitalia plain and sent to Catania that night.
We went "CRAZY"!. The 3 hours we waited for those bags, she couldn't tell us from the beginning what the real story was, mind you it is already 2 am, and I have a 5 year old. Plus, no clothes. We stayed in Rome over night, which was Saturday night. Sunday, we called to check on our bags but or course it was a Sunday, no one works, no one picks up the phone. We arrive in Catania/Sicily on Sunday night, and all our bags are sitting in the open in the airport lobby, anyone to just wheel away, and one or our brand new luggages, ripped in a bad way. End of chapter one, at least our luggages are found.
Chapter Two. After spending almost 2 relaxing weeks in Sicily, we fly to Paris for a 2 day visit. We could not get a direct flight to Paris, therefore, we did a transfer in Rome :) Both our flights were with Alitalia, on business class. We check in about 3 hours prior to our flight, now we are checking 5 luggages and a child car seat. We arrive in Paris, and patiently wait for all our belongings. 45 minutes goes by, my husband and I look at each other, and say to ourselves, this "can"t be happening twice in one vacation". But it did! Our bags never showed.
So we stayed in Paris for 2 days, with the clothes we had on our backs, we bought a few necessary things, but we dont even know what Alitalia's policy is for reimbursing for this problems. We lost our bags on Wednesday, now it is Saturday night, we are back home, and still no bags, no word on them, NADA! And of course, the number we have to call, is an answering machine, they dont work on Saturdays or Sundays. So it's four days, we have no idea where our bags are. My fear is that they are probably sitting in the middle of the open with a million of other luggages lost from people like us, because they fail to connect bags onto their correct flights. Now here's my question. In the US, dont they remove a luggage if the owner of the luggage is not present on the flight. Isn't that a safety issue. So why would they put bags on a flight to Sicily that doesn't have it's owner present on the same flight. That is illegal.
So my complaint if for Alitalia as well as Rome Airport. Anyone and everyone told me, do not fly with Alitalia and do not fly to Rome, unless you ask for it.
I love Italy, I visit at least once a year. But I think that is coming to an end, unless they get their act together. I will wait until Alitalia goes completely under, cause they will, and when the wonderful workers at Rome airport learn the two words CUSTOMER SERVICE, than maybe I will consider going back.
Till then they ruined it for me!