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Alitalia / my luggage is broken and alitalia desk at the airport refused to accept it

1 Rome, Italy
Contact information:

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: [email protected]

Alitalia
Alitalia
Alitalia
Alitalia
Alitalia

Fa
Sep 1, 2018

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