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I purchased an expensive round trip from NY to Tunis. I purchased the protection for over a hundred dollars and unfortunately had a death in the family. I had to fly back immediately. They charged me appx. five hundred dollars more to change the flight. I got to the airport early but there was a disturbance in front of the airport which delayed the process. As I was on an INSANE line, I finally had about 3 people in front of me and they said I was too late to board and told me there was nothing they can do about it and it was MY FAULT.
I had to purchase AGAIN another ticket costing appx. One thousand dollars. Twelve hundred originally, then plus five hundred, then another thousand. They are rude and when I asked for help they could not direct me and asked me ‘’what do you want me to do about it’’ in a way meaning they could do nothing to help me. DO NOT FLY WITH ALITALIA. Fly through France or another alternative. I learned the hard way. I’m very disappointed and will be having my lawyer contact them for a reimbursement or I will file a small claims lawsuit.
Updated on 09/16/2021: Got tickets to Rome in February of 2020, and than Italy was closed due to Covid 19. Was trying to refund my tickets, was told I can get only vouchers, but may be in a year, refund, 18 month passed, I still do not have money on my credit card, it is impossible to get through calling their customer support, you would hear bad music and horrible advertisement for hours, but email to their Customer support will recommend only to call same not responsive number. Horrible customer service.
Original Review: Alitalia is The most unreliable company ever. Rude, not helpful customer service, was trying to get money back for tickets during Covid 19 situation, when Italy was closed. They would say anything, just to not do it, wait time for a call can be up to 5-6 hours, and when they will pickup do not expect any help.
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I purchased tickets for a direct flight from JFK to Milan and they cancelled that flight without notification. I knew this happened because my family had an earlier flight and were also never told until they found out by calling for seating reservation. So I called multiple times and was yelled at, hung up on and told there was nothing I could do about it. There were absolutely no alternatives. As it turns out Alitalia will be out of business in October 2021 and their new name will be ITA. That's why they don't give a ** and I don't think have any outstanding credits will be honored. I will NEVER give ITA a chance either. What disgustingly rude people they have working for them. I have such despise for the company and I haven't even flown with them yet. This is just customer service.
Honestly speaking, it genuinely infuriates me to think about Alitalia. To me, this is the worst European air company: unreliable, disrespectful to customers and finally, a real fraud. Let’s be more specific. Last year, Alitalia canceled my flight from Bologna to Palermo (via Roma) without any replacement offers. I completed a form required by Alitalia for a refund and 11/20/20 they sent me email, that Alitalia issued a refund to my credit card account for e-ticket (RFND NBR:**; Ticket Refunded: **).
However, this refund was never sent to my Bank. I checked with the Bank a couple of times and then, sent email to Alitalia customer service. In response, I immediately got auto-reply email requiring calling their USA customer service. I called Alitalia “USA customer service”, in fact located in Tirana, Albania. They told me that I need to wait for 90 days because there are too many refunds. Fine! In 4 months I sent a new email and got the same auto-reply. Btw, I've never got any other emails from them - only auto-replies, which were sent from "no-reply" address. I called again to “USA” customer service. This time, a representative assured me that a refund will be sent in 72 hours and he’ll call me about this. As I expected, there were no refund and no call.
In a couple of weeks, I sent another email, got one more auto-reply and called to Albanian (means USA!) Alitalia customer service. This time, a representative listened to my long boring story and… just hung up on me. During last year, as many of us, I’ve experienced a number of flight cancellations. All American and European air companies refunded their cancelled flights, including low-cost ones (like Vueling), but only Alitalia did not fulfill its obligations. This is why Alitalia is to me the worst European air company: unreliable, disrespectful to customers and finally, a real fraud. Definitely, I’ll try my best never to use Alitalia and do not recommend this company to any travelers. Further, I will provide my review for Alitalia online and inform Consumer Affairs to look into these fraudulent dealings
The plane was filthy and had mechanical issues. I truly did not think it would land safely and the flight crew did not care to inform the passengers. From flight attendants up to the managers are extremely rude and unreasonable. IATA and FAA should investigate this airline. I would never recommend this airline to anyone and will never fly with this airline ever again. I hope it shuts down.
Departure flight was OK from Washington To FCO but coming back from FCO to Washington left a bad taste in my mouth. It happened when crew members were collecting the garbage once the passengers were served with food. They hauled the garbage cart so fast and didn’t allow enough time to throw the garbage in the cart. Instead it fell on one of the passengers behind my seat. Without looking into the situation crew member who was hauling the cart start shouting (rudely) as it was my fault. I asked the other crew members to give me his batch ID or name to show my concern to the airline (later on) and surprisingly nobody was willingly to give me a piece of paper and to write his name or his batch ID.
Instead when I took his picture with my cellphone to identify the crew member (for my reference for Alitalia), they called the flight manager who threatened me that he will call the police if I don’t delete the picture as it was a security issue. Giving out the batch ID doesn't supposed to be the security issue which they also denied! Secondly, I was not taking the picture for no reason. I was taking it because all of crew members became uncooperative all of a sudden.
There is a big customer service issue with Alitalia. They should have been looking into the situation why their crew member shouted so loudly and rudely upon me at the first place. Had they not moving the garbage cart so fast my garbage would have not fallen on the other customer. They don’t realize why somebody will throw the garbage on other customer to begin with. Logically, something must had happened that garbage fell on the other customer. Even if It was my fault, the crew member should not shout (whatsoever) on any customer. Rather, they should try to normalize those situations even when they just smell it before their occurrence. I feel myself humiliated by the crew members.
We were booked on AZ 769 and then further on to AZ 864 from Delhi to Tunis through Rome. We landed in Rome at 0930 Hrs (delayed basis original ETA of 0820 Hrs, understandably due to unavoidable circumstances). AZ864, which was originally supposed to take off at 0830 Hrs. Only took off at 1114 Hrs. However, upon landing in Rome, we were automatically rebooked for AZ 866 at 1625 Hrs, which finally took off at 1800 Hrs. With more than sufficient lead time between flights, and with a lot of other folks being accommodated for flights taking off much earlier (Case in Point: Rome to Paris at 1015 Hrs), our itineraries being rebooked on AZ 866 was completely uncalled for and absurd.
Further, only upon request, we weren’t even provided lounge access but a token coupon offering us a sandwich at a restaurant while enduring 8.5 Hours of mental and physical torture at the airport while sitting in common areas. With a whole day of itinerary wasted, I am appalled at the lackadaisical attitude of your staff and demand a refund of my flight tickets at the least. Expecting a response as soon as possible. While I have already posted this on your Trip Advisor page, I will take this post to other social platforms soon if I see no just response.
Alitalia lost my baggage on a flight from Rome to Delhi. They were however able to find the baggage and delivered it to my hotel on the third day of my holiday in India. I filed a reimbursement form for the expenses incurred for the first 3 days - mainly of toiletries and a change of clothes. After 2 months from the claim, I received an email saying that the refund was denied based on the fact that my permanent residency was India. UH? I am an Australian citizen and also had submitted a copy of my passport with the claim, so... How did they come up with the assessment that I was an Indian resident is extraordinarily inventive!!! Terrible service, never again.
I bought an Alitalia ticket (which said economy), and I called and confirmed with Alitalia customer service that economy tickets included a checked bag. The customer service representative confirmed that I had a checked bag. When I arrived at the airport, they refused to check my bag unless I paid $60 each way. Obviously, it was too late at that point to pack a carry-on so I was forced to pay an extra $240 dollars ($120 round trip for myself and my boyfriend) for our bags.
They told me I had a "light" ticket, but it didn't say that on my ticket anywhere. They said that economy tickets included a bag, but light tickets did not – but again, it did NOT say light anywhere. Alitalia outright lied to us and overcharged us for the bags. I contacted them immediately after the incident on September 20, 2019, and the automated email noted that they would respond to us within 30 days. It's now 46 days later and I'm still waiting for a resolution…avoid Alitalia at all costs. The airline is full of lying customer service reps and is a total SCAM.
I recently had a horrible experience with this airline. I went to Italy on a prepaid vacation the day after my grandmother had passed away. I was told that given the circumstances, we would be able to change our return flight with no penalty so that we could be back in the US for her funeral services. First, Alitalia demanded proof of the death, so we went them the obituary (which I am listed in) as well as a signed letter from the funeral director confirming the identities of myself, my grandmother and the dates of the funeral services. This was sent to Alitalia. They said this wasn't enough, and demanded the death certificate. This was sent to them promptly. They then stated that it did not prove the relationship to my grandmother since we do not have the same last name. I pointed out to them that it would not be possible for me to have the same last name as my maternal grandmother, but they stated that I would need a certificate proving the relationship.
No such certificate exists. When I pushed them to tell me the title of the certificate I would need to obtain, they were unable to specify this. We had to pay the change fee, but I plan to pursue this via the Attorney General in order to get it refunded. I would never fly on this airline again and would never recommend it to anyone else. They made a sad situation even more stressful than it had to be. I provided everything that they asked for without complaint, and after putting me through all of that they still refused to waive the change fee. They are not to be trusted and I will never use them again.
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