Alitalia Reviews

The lady at the counter lied to our faces and said we came late. So finally we check in, and he tells us that we need to run to the gate otherwise they will close the gate and if we miss the flight it is not their responsibility. We started arguing that it's their fault we are late but he rude, arrogant and ignorant and started yelling at us that we should come to the airport early. We had to go get our vats money back and he told us we have to choose, either catch the flight or get the vats back.

Just to add this is happening with us carrying a 1 yr old, stroller and 2 bags. We run to the security check, and to the gate. We were being rushed. When we got to the gate we realized we forgot the stroller at security check. We told the staff at the gate that we forgot our stroller and if we could run and get it. The staff at the counter started screaming that it's not their responsibility and either we go get the stroller or miss the flight, we had to choose one and if we miss the flight then it's not their responsibility. On top of all this we requested a vegetarian meal which we did not get. Also we requested a bassinet which they did not give us. I had to carry a 1 yr old on my lap in a 13-hour flight. Overall worst flight experience. I would recommend everyone to not waste your money on Alitalia.

I mean, no one, not a single staff member could direct us... we wasted a few hours at that airport when we could have stowed our things in a locker and went to see the city for a couple of hours. Instead, we were misinformed not once, not twice, not three times, but probably 5 or six times by different staff, unable to write us a simple voucher for food. Staff was extremely rude and incompetent. Complete waste of time and money. Never flying with them again.

When I took out my iphone for my personal use, he yelled at me that he was going to call the police because I was taking his picture or making video. What nonsense! Then he called his supervisor to talk to me. I really don't understand what was all this show about. He also insulted me saying "mo parla inglese", really I'm not Italian. I just wanted to ask him about the solution of the excess carry-on luggage. I really did not expect this kind of customer service as frankly saying I enjoy traveling with Alitalia.

They finally gave me a contact for Alitalia so I could talk to them direct. After several emails and only automated response I have still not received the refund they promised. There is no way to talk to anyone there. I would like to see them lose their right to land in Canada if all they are going to do is rip Canadians off knowing there is little we can do. Come on Transport Canada. Do the right thing. Does anyone know of any legal steps I can take against these jerks?

To make matters worse our luggage was lost. Attendants should be retrained in service, and not spend so much time yelling at passengers for using the wrong BATHROOM. Heard they went on strike, for what? They don't do their job at all. If I was the corporation, I would let them all go and rehire people who have a passion for doing their job.

I believe Alitalia was fully aware of the flight cancellation days ago. They simply extorted money from passengers by not formally canceling the flight, thus requiring them to pay the penalty. To top it all off, after finally receiving an email notification from Alitalia that the flight was cancelled, I called to reschedule. When I spoke to the rep she told me that the cancellation was NOT YET IN THEIR SYSTEM!!! Can someone please explain to me how a major airline can function in 2017 without having entered the new millennium???

Updated on 03/31/2017: Purchased 3 tickets online which took me several days and I'm seriously not joking. I insisted until I could finally finish the purchase transaction online being this the only airline at the moment that flies into Pescara airport via Milan... Guess what? Part of the journey or the entire routing has been cancelled and at today's date I still do not know if and when I will be able to use the 3 tickets I have purchased for 1 trip in April and 2 in May.

Tomorrow is Saturday and while the local Alitalia office is closed I will have to call office in Rome from the Netherlands hoping to get a full refund or to be reprotected in another acceptable flight. This is no news and it's not happening to me now but it's an old story with an Airline that for decades has been saved from going bankrupt. The worse is the rudeness and arrogance of many of the flight attendants and the customer service receptionist that are covering the job thanks, most probably, to a favour received by a friend of a friend connected to some manager in the airline business. Another bad experience reason for me to stop flying Ah! L'Italia.

Besides having to spent so much time on the phone and only receiving apologies for the inconvenience and NO SOLUTION, I had to contact the department via email too, and the only answer I have received is that there's nothing they can do for my problem and the only way to solve it is by phone. Well, this is not a workable solution either! I have spent around €300 for a flight which I don't even know if I am in, no information provided, nor explanation or confirmation that I will be refunded. I am beyond frustrated at the moment as there seems to not be a solution and for such an enterprise, someone would expect some kind of customer service to say the least!

I waited all day for it and no one came. Again the Italian owner phoned them, the courier had crashed on his journey. Why did they not phone us??? When my case did arrive, my camera was missing. My telephone charger was also in the case so I did not have a mobile phone until I went to the Police and they helped me. Since being back I have not got any help from Air Alitalia to resolve this issue. What shall I do next? NEVER EVER FLY WITH THEM AGAIN.

The Food was close to inedible. I ate the fruit, buttered the bun, but the pasta going both ways was so overcooked that it crackled when you took a bite. I did take a bite and then spit out into my napkin. The snack was a dry bun, 2 pieces of ham and cheese and was the best thing they fed us... I was able to get it down by eating it open face. The flights were 11 hrs going and 12 hours coming back. After the crew rushed thru the drink/food service, they disappeared and only came thru the coach 1 time with water/cokes. Only Once in a long flight!!!!! Can you believe that?

My next door neighbor could not get any sound from the entertainment equipment. I was lucky as mine worked, however, it was a real pain to try and navigate the controller. The music was on the shortest loop I've ever experienced.... 8-10 selection only before it looped around. Talk about cheapo... No hard liquor was served in coach and when I asked for white wine, they served me about 4 oz... and they never came back for a refill. The flight left Casablanca at 0300. Who ever thought up a flight schedule like that? But some of the food service vendors were open once we cleared customs. Overall, these flights were so bad that we told our travel agent to NEVER book us on any Alitalia flight again. Please think twice about flying Alitalia.

When we arrived at Rome at 7:30 PM local time, we were taken to an Alitalia transferred desk so the airline staff can rebook our flights for the next day. The airline agent who handled my rebooking, changed my original flight from Rome to Baltimore via Atlanta to a flight from Rome to Baltimore with a two hour layover at JFK airport. He also told me that my luggage was checked in all the way to Baltimore where I could pick them up (which turned out to be wrong!)

In the meantime, we were told that we would be provided with overnight lodging at San Giorgio Hotel in the city of Civitavecchia (about an hour away from the airport) and every passenger would receive a travel kit including personal items such as toothbrush and toothpaste, and a change of shirt (again, wrong!). When we asked if there were any other hotels near the airport, they said no. Later, I googled hotels around Rome airport, and found several hotels right next to the airport, including Hilton and Hampton Inn.

We were told to wait in a passenger "lounge" for our hotel transportation. At 9:30 PM after a two hour wait, we finally got on the bus destined to San Giorgio Hotel where we thought was the hotel we would be staying for the night. We arrived at the hotel at 10:30 PM and were offered a late dinner consisting of what appeared to be leftovers from lunch. After dinner we returned to the front desk, where we were told by the front desk staff that the hotel was booked! They scattered all the passengers (about 50 men, women, and children) to various motels and inns throughout the city which all turned out to be substandard 3rd and 4th rate motels with unacceptable conditions.

For example, my hotel room had moldy walls, terribly worn out bath towels, and a crappy AC unit that took almost two hours to bring the room temperature down to a comfortable level. The flight from Rome to JFK was no picnic. Rude and inattentive flight attendants almost refusing to speak English to me (on a U.S. bound flight!) and malfunctioning entertainment system. I had to sit and watch other passengers enjoy watching movies on their consoles for 7 hours.

After arriving at JFK and going through U.S. Customs, I was told by the Customs agent that I must claim by bags at the baggage claim and recheck them at the American Airline check-in desk for my next flight to Baltimore, contrary to what the Alitalia agent had told me when he was rebooking my flight at Rome airport. Only one of my two checked bags showed up at the baggage claims carousel. Not wanting to miss my next flight, I grabbed my one bag and handed it in at the transfer desk. It turned out my next flight was in a different terminal at JFK, so I had to take the air-train to the AA check-in desk. By then I was already too late to catch my flight to Baltimore.

My luggage was finally delivered to my house 4 days later. I would not fly with Alitalia again even if they paid me!

However when I walked into the room for what I thought was a quick peek underneath my hijab, I got a full body check as well as a swab test for explosives. Which tested positive. The woman then did many more checks and asked me to follow her to various other stations for her to try again and again and again. Not only did she not explain to me what was going on, but she also wasted 30 minutes of my time, before the test magically appeared negative (which she then needed to check a few more times). This then lead to me rushing to my check in, which luckily was delayed. But seriously... never flying with Alitalia again. And I advice all other muslims to avoid them as well. So pathetic.

When we arrived in Palermo I recognized that my expensive Rimowa suitcase had only 3 wheels, thus one of the carriers damaged and lost a wheel of the bag. We were told to contact the “Lost & Found” counter where also other travelers appeared and a rather bureaucratic process started. After receiving a “documentation” I was told that I have to transmit this document to Alitalia within 7 days by FAX(!). Obviously, a very customer-unfriendly policy.

In Palermo it is almost impossible to find a mail drop for the regular post system, even more difficult to find a fax machine which is, of course, a totally outdated way of communication also in Italy. Our hotel in Palermo could not provide a fax machine. After traveling to the Lipari Islands, our hotel in Lipari sent a fax to Alitalia within the 7-day limit imposed by Alitalia, which they said it went through. However, the fax machine did not provide a confirmation. After missing any reaction from Alitalia for several weeks I found an email address, customer.relationsde@alitalia.it, and sent them again the documents, referring to my earlier fax, and a few pictures describing the damage. Surprisingly a formally friendly reaction from Alitalia arrived a few days later:

“As an initial matter, we sincerely apologize for the inconvenience you experienced when traveling on Alitalia from FCO to PMO on flight AZ 1785 on May 16, 2016. We can fully understand your disappointment when your luggage did not arrive as expected. Please know Alitalia is committed to continuously work on improving our baggage handling procedures in order to minimize these occurrences. Alitalia settles baggage claims in accordance with the provisions and limitations set in Montreal Convention of 1999. Passengers seeking compensation for damages to their luggages must report the damage to the carrier within 7 days. This information is disclosed at our airport baggage offices and is published on our website www.alitalia.com.

"Our records indicate that your luggage was damaged on May 16, 2016 and you wrote to Alitalia on June 10, 2016 which is over the 7-day limit. Consequently we regret to advise that we must respectfully deny compensation. In the case you have sent the claim within 7 days to Alitalia, please provide within 5 days to our e-mail address customer.relationsAT@alitalia.it the following documentation: The original receipt you have received when you have faxed the claim (as we need the exact date on which you have sent the claim to our department).”

I did as suggested, described the situation, mentioned the date of the fax, named the hotel as witness but never obtained an answer from Alitalia. Finally I decided to contact my credit card company which offers some type of travel insurance. The credit company had outsourced the handling of claims to an insurance company. After requesting some additional information they paid compensation, based on the time value of the bag (which was about 1/3 of the original price).

I really hope that insurance companies stake out claims to the carriers in cases like this. As many other complaints on this site describe: Alitalia is unserious and tries to avoid liabilities with tricky rules and behavior. BTW, when returning from Catania to Milano the plane was late and we almost missed the connecting flight to Vienna. Thus, whenever possible I will try to avoid flying with Alitalia.

We left our hotel on a tour and after over 47 phone messages to Alitalia baggage (several of which they just hung up instead of helping) over the next 10 days we still hadn't received the luggage (even though we had confirmation 5 days before we returned home that it had been sent to Venice - Our final destination). Went to the Venice airport to return home - baggage services was closed until after our departure flight. We were able to convince an employee working check-in for Alitalia to accompany my sister into the baggage claim area to search for the luggage (the only way she would be allowed in according to the information desk) and after searching through the 100's of pieces of undelivered luggage she was able to find it. I gave the second star ONLY because of this employee. It was a nightmare experience trying to deal with this airline.

The plane was 40 minutes late so my mom and I frantically ran, following the transfer signs, to the first transfer desk we found. After waiting in line, the woman there, who seemed annoyed and made comments about her job and the customers, slowly looked at us and held us there for fifteen minutes. Gave us absolutely no information, looked at our documents and raised her shoulders. Said some stuff in Italian although we addressed her in English, interrupted me annoyed when I tried to explain what had happened in the previous flight, told me not to raise my voice (I did that after seeing nothing was happening, time was flying and the employees said it was OUR fault!!!) and decided to pass us to one of her colleagues because 'we had lost our plane anyway'. This person also gave us no useful information, just said we probably already missed the flight and there was nothing they could do about it at that desk.

At this point I decided to take my chances and run like a crazy person through the airport with my mom, hoping we would somehow find the gate on time. Before arriving at the gate we saw another transfer desk, so I thought we should also ask there, but the person was less than helpful, only repeating the number of the gate. Not being sure if it was at all possible to get on without a boarding pass, but not seeing ANY other solution, we sat in line and tried to explain AGAIN our situation. The woman there, chewing gum and annoyed by the situation took our IDs to...do something, did not understand some data and asked yelling from across the table what my mom's birth date was. (Of course it was written on the document!!) When I wanted to come closer so that she may understand, she barked at us to stay in line. She finally got the papers and came back to us, giving us the tickets with no apologies while still chewing gum.

This flight (AZ 494) also had a half an hour delay. (And it was NOT because of us, we miraculously managed to be there on time DESPITE all your airplane and airport staff!!!) I still can't believe the attitude of your employees, the incredible lack of respect or helpfulness and basically the enormous incompetence of the staff. And just to finishing off in style, the plane to Bucharest experienced some serious turbulence which nobody bothered to warn us or talk about, but I guess that was already too much to expect. Anyway, I don't know how you recover from an experience like this (now that I'm writing I feel sick to my stomach again) and to spare me the horror I'll be sure to avoid traveling with your airline in the foreseeable future.

We informed her that this was totally unacceptable. She ended up doing us a 'favor' and assigned us 2 seats together in a row of 4 seats with us sitting in the middle 2 seats. This was exactly what we had hoped to avoid when we reserved out seats 24 hours in advance. When she assigned us our new seats, she yelled down the line of service reps not to use the seats she had given to us which I assume she bumped 2 other passengers from their assigned seats. I don't know what the Alitalia policy is regarding this matter but having told this story to all our friends no one could believe it! My wife and I fly to Europe annually but never again with Alitalia. Fortunately, the return flight from Rome went much smoother and our seat reservations were honored.

This is after Alitalia lost a luggage just 3 days prior, on a flight from Paris to Rome. We were told that the luggage will be delivered to the hotel, which it didn't. I have to make 6 phones in 3 days we were in Rome to hear repeatedly that "the courier is going to deliver today. We don't know when. Sometime before 10pm. We don't know when. Before 10pm". One time someone called and left a message saying that it will be delivered soon and they want me to call back. When I called back, another person told me, "No. It's not getting delivered today. It's at the airport."

We are ON A VACATION! How the hell do they expect us to wait around all day wasting the precious hours for the luggage that apparently never left the airport. Why do the Alitalia staff lie out of their teeth like that? Is this something the company is okay with? Horrible service and lying employees? I am going to make sure that I spread the word on the Internet if I don't hear from the company within 48 hours, which seems likely. Just because the flights are cheaper shouldn't be an excuse to be horrible at your job!!!

My wife and I were now back into standard economy seats about 17 rows apart instead of together in upgraded seats with extra legroom. Again, no big deal because we were told that the change could be made at YYZ's check-in counter. So we got there even earlier than usual and sure enough the change was effortless and happily accommodated... but they also wanted another $200 for the Extra Comfort seats booked on the new aircraft.

"I already paid that sum when we first booked 8 months ago," I said as I produced all the pertinent documents. "Yes, I understand completely," replied the very polite and professional agent behind the counter, "However, we cannot apply those funds to these seats at this time. If you pay for the upgrade now, Alitalia will refund the extra Extra Comfort charges back to your credit card." "Hey that's awesome," I said. "The original $200 was in US Funds eight months ago, today's charge is $200 Canadian and the Canadian dollar has taken a beating lately. This means I'm saving a few bucks compared to the original upgrade charge."

Great flight, terrific service and we even arrived nice and early. Heck, even our limo was ahead of schedule too. The bad news? There is simply no way on God's little green earth that I can figure out a way to reach anybody at Alitalia regarding an actual action plan to refund my money. It is looong gone in spite of repeated calls and e-mails that are firm but exceedingly polite. Oh, they talk a good game but just like every story I've read in this and other forums, talk is pretty much all they will ever do. That money is gone but at least our luggage arrived (first off the belt, go figure huh?). I had read some of the horror stories prior to booking but thought I had covered all the bases. Apparently not. Our next flight to Europe will either be British Airways or Air Canada, our two favourite airlines for this route. As much as we enjoyed the actual flight, I'm sorry to say we will probably avoid Alitalia from now on.

The "gentleman" who checked our luggage literally was yelling at my daughter and tossing our bags about angrily, shouting orders. I finally told him if he continued to act this way I was going to a manager. I was pushed by an attendant when I could get my shoes off fast enough for him at the security section and then he exclaims "Lord have mercy!!!"

I am disabled and was having a difficult time since there was nowhere to lean on or to sit down on... it truly embarrassed me. The plane was gross, food disgusting... and NO LEG ROOM at all!!! I was in so much pain by the time I got off this plane. It took days to recoup... and believe me they charge enough. The flight attendants were nowhere to be found and sour, it was next to impossible to squirm out of these seats to use the bathroom... let alone room for a tray table for the inedible food and beverage! On my return I flew KLM. I was treated royally!! This was the experience I had hoped for. The staff and experience was delightful. I arrived in NY feeling rested, they made the long flight do-able. I will NEVER fly Alitalia again ever ever ever.

I did have a rep call me twice, then no further communication, no return emails... It has been like having a "part-time job" to try to rectify this problem. I plan on filing a complaint with the BBB, Attorney General's Office and the US Dept of Transportation this week, as well as any other social media venues, such as Yelp to warn other travelers BUYER BEWARE! I was handed off from my original purchase by AIR FRANCE (another poor choice) that will not take any responsibility for this claim, though they are connected to Alitalia....Very, very disappointed. Between the out of pocket expenses for the month the bag was missing and the overall frustration of their poor customer service, I am at my wit's end as to what to do to settle this matter.

Day one, now was gone. We have missed on every single attraction we pre-booked. Day 2 and Day 3, our bags were still missing. When we arrived to South Africa, we have found out that our delayed baggage case was closed by Alitalia as our bags were delivered to Rome and they didn't think if we gave them address in SA, they need to send it to SA. They knew about our further flights. Now, we were fighting against the unacceptable system. During our 4 day stay at the conference, we were called to the airport twice more to come and collect our bags because Alitalia send the messages that bags were delivered. 2h drive there and 2h drive back. We wasted our time, could not enjoyed our stay or the conference. We paid money for petrol to drive to the airport. We spend a lot on the mobile phone bill. We went back to London with no bags and awful week of travelling with nothing on us.

Now, the whole terrible experience with Alitalia started. Email addresses given by them were not working. Only the customer relations service one but no one ever replied. Just once they called to tell me nothing new. I did my own investigation, kept calling Abu Dhabi and Johannesburg, and found my friend's bag that finally returned safely home. Mine, still missing. English Alitalia number is only for bookings so you cannot speak to anyone that wishes to help you. I spend another £100 on phone bills calling Rome only to be mistreated by customer service. Plenty of people just did not will to give me any answer or help me. One lady almost even shouted at me. Fax numbers to send complaints and claims were not working. Address that they give in London to send post with claims and complaints is not valid. System designed to avoid customers and make them go crazy.

The customer relations service only replied to my emails (few times) to ask for the list of the items inside my bag which I have sent 5 or 6 times! Ridiculous. I have not met so unfriendly and unhelpful staff ever in my entire world, and never been placed in the system that is against customer. So dissatisfied. I am not recommending to anyone to fly with them. Let's start with "what airline doesn't take their customers' bags!"

"In reply to your communication of September 30, 2015 we wish to renew our sincere regrets for the inconvenience you experienced on this occasion. We wish to inform you that you are entitled to a refund of the extra baggage allowance fee only in the cases if: The original flight was canceled and you refused the new flight proposed by Alitalia. The baggage for which you had previously purchased the extra allowance is lost and not found again within 45 days. Unfortunately, according to the presently established laws dealing with the extra baggage fee refund, we must respectfully deny your request for reimbursement. We sincerely hope that despite the occurrence we shall be given another opportunity to restore your confidence in our services. Looking forward to welcoming you aboard our flights in the near future." This seems like B.S. to Me. $80 of my money for a service that was not provided. Very poor customer service.

I read on the internet that this was a big problem a couple years ago and the Italian police cracked down. Well, it's still happening either in L.A. or Rome. Personally, I will never fly this airline again. In 50 years of flying all over the world and in the third world I've never had my baggage broken into and items stolen while in the care of an airline. I complained subsequently to the airline, with no response.

I then told them to look at the return flight, that the same problem existed there! I was assured that the seat assignment was corrected and we would be in row 25J/K. When we arrived at the airport for return flight to Boston, we were told we didn't have seats! My husband showed the agent our paperwork, and we were told "Oh we don't assign seats"! We were then placed in row 43!!! Both of these flights were absolutely horrible! The planes were filthy, no setback entertainment, but rather archaic drop-down monitors in the center aisle!

Our flight home was on Sky Team. My seat was broken and it was like sitting in a hole! The seat across the aisle from me had no tray table, and the seat back was actually held together by duct tape! I have pictures to prove this! The seats were all stained, carpeting frayed/torn, absolutely disgusting! To top it off, when approaching Boston and customs forms were bring distributed, they only had them in Italian!!! I asked how are we supposed to complete these, and was told you'll have to get the English ones when you get to the airport! The very worst customer service I have ever dealt with! I will NEVER fly with Alitalia as long as I live!!! They suck!!!

I am already a diamond medallion for the flight but still we were thrown out and finally had to purchase the different flight as had a meeting with our client. The other flight costed us 700 euro. Also we missed the client meeting and might face a loss 500 million dollars because of this case. We would like someone to at least look into this matter honestly as if the ticket was not confirmed why the card was charged & a confirmation was sent? If it was suspended why we were not informed and a mail was not sent to the email address where the ticket was booked from? Why there was no call made from the airlines and that the ticket was not confirmed? Why after telling the representative about my status they should have asked for my card & let us go?

Please. I am waiting for a early & positive response as we have had a very big loss because of this behavior, and we should get a compensation for the same, whereas when we call the customer service we really get a very rude behavior of your representative. We would like first to cancel the flight & provide a refund & compensate for our loss as we had to purchase a very costly ticket and after that we had a business loss. We have also verified with the bank but they also have not confirmed that they had put any block. In case if they would have done the same the flight would have not been booked and in case if it was booked we would have a refund or cancellation mail. Please let us know what can be done here. Else we might have to take a legal action as it has hurt our dignity. Alitalia Etihad.com. YOUR PAYMENT HAS BEEN SUCCESSFUL! Your booking number (PNR) is: **.

I'm currently on hour 35 of sitting in 4 walls waiting, after paying a lot of money for this vacation from New York, and I'm still waiting with absolutely no information as to if and when their couriers will turn up. They don't provide you with any courier numbers and when you call their call centre they tell you they can do nothing and that they don't have the number of THEIR courier! We had to cancel our getaway to the Eolie Islands booked for today and are currently spending our vacation watching TV. DO NOT BOOK WITH THESE PEOPLE or rather book with them at your own risk.

We travel in Magnifica class only. I received a message on my Blackberry on June 11 that TERMINAL 3 was the terminal of departure on June 12. We were dropped off at TERMINAL 1, which as it turns out, was the DEPARTURE TERMINAL because of the fire a month ago. But we were told by someone when the driver dropped us off that we must go to Terminal 3. As you know, TERMINAL 3 is quite a long way from TERMINAL 1 at Fiumicino and my sister has an artificial knee so it is not easy for her to walk quickly. We get to TERMINAL 3 and no one, I mean, not one single person gave us proper information or any information at all. I speak Italian, so language was not a problem. But there wasn't one person who was helpful.

One gentleman actually said to me Che **! We were finally able to get to someone who told us that, in fact, we had to go back to TERMINAL 1 because TERMINAL 3 was closed due to the fire. There were no signs with any indication that there was a change. So back we went, and got on the Sky Priority line to check in. The young lady at the check-in counter was busy talking to another employee while she was checking us in so that took an inordinate amount of time to finish the process which cut into our time to get to the lounge and get my sister a wheelchair which she always needs to get to the aircraft, and when we asked the agent where the Alitalia Lounge was, she said at the end of the corridor with no further explanation. We asked her where we would go for the VAT since we had VAT forms that needed to be stamped. Again, NO ONE was pleasant AND gave us information that was incorrect. We had already gone through security and then we were told that we would have to go through security again if we wanted to go the VAT area.

We S. Gr Silvano Cassano -2- June 14, 2015. Had wanted to go there prior to security but we were not properly directed. It was beyond belief that there wasn't a single person who knew anything or cared about helping anyone. And we had arrived over 2 hours prior to boarding, leaving enough time for all of these procedures with which we are very familiar. Our plane was leaving from GATE 13 which actually was at TERMINAL 3 (and of course we were at TERMINAL 1) and after asking 6 different people, we were told that we would have to take a shuttle bus BACK to TERMINAL 3. “Where do we get the shuttle bus?” we asked. Someone at the customer service counter (a misnamed counter for sure) kept directing us to down the corridor that said GATE B. We kept saying that we needed GATE G but she didn't care and didn't explain.

Finally, her colleague indicated that we would have to walk all the way down through GATE B to get to escalator to get to the shuttle bus to take us BACK to the TERMINAL (3) which is where we were told the departure would be in the first place. After an hour and a half of this horror, we finally got on a shuttle bus which took another 15 minutes to get back to TERMINAL 3 and by then it was FAR too late to go to the VAT. During this time, my sister had not gotten a wheelchair and was having great difficulty carrying her luggage back and forth.

Once we got off the bus and into TERMINAL 3, we went directly to the gate because we were told that the lounge was closed (which was not true in TERMINAL 3) and the VAT was next to the lounge and we couldn't get to it. So, we went directly to the gate and I finally found a lovely young Alitalia employee (The first human of so many that we encountered that day) doing the gate check-ins. We briefly explained what had just transpired and she was very kind. She immediately took us to the lounge (which obviously WAS opened), ordered a wheelchair, which we never got and we finally sat down. However, we were never able to get to the VAT and as a result, after all of that totally unnecessary chaos, we couldn't obtain our refunds and now we are out of the money.

Our clothing was soaked with perspiration and we felt as though we had already traveled the 8 hour and 43 minute flight that was to come. This is not a way to treat anyone, especially passengers that travel in Magnifica. We always chose Alitalia but there is absolutely no excuse for this behavior and lack of professionalism. We have been cheated out of VAT refunds and had we not been there as early as we were, we probably would have missed our flight. The captain and crew on AZ # 602 were outstanding and the only positive result to this nightmare.

We have not been able to travel for the last four years due to various personal reasons and the new Alitalia that you claim is now in existence is a sorry excuse for an airline. The web check-in needs to be seriously fixed -- I have had the same Mille Miglia account number for 20 years and each time was told that it was the wrong number. When I called, customer service didn't know anything about the website, and told me the system was down. They were able to confirm over the phone, but I had one agent hang up on me.

The personnel at JFK are a joke. They are untrained, they are unpleasant and indifferent. Just ask yourselves how you would feel if all of this happened to you or members of your families. An apology or some voucher or coupon is not sufficient for what should have been a routine travel experience. I suggest you take a long look at the personnel you hire, retrain those you currently have and lastly come up with something that would continue to engender our loyalty as clients. The VAT refunds were not huge amounts of money, but they are our money and the inability to do something so routine was the salt in the wound. Alitalia was completely to blame for it happening.

My children frantically ran around, checking the hundreds of bags that were just piled against the walls...not a good sign. We were the last ones on the cruise...with no bags. There is nothing to purchase on a cruise, unless you want dress up clothing. Every day I had excursions planned for us. I never wanted to step into any stores in Europe, but found myself constantly scanning for clothing stores. The boys' bags showed up in five days. My daughter and my bags were missing the whole 10-day cruise. A nightmare!

We managed to find some clothes for her, I was not so lucky. We basically ate in the buffet every night. Could not eat in the nicer places without nicer clothes. The poor girls ASSIGNED to people with missing luggage took the brunt of my frustration and anger. I would not want their job. This apparently happens every cruise for them. One girl finally said when we were leaving...in a few hours, there will be more angry people coming to speak to me. Alitalia said that our last two bags were in the airport.

We got off the boat and were standing in the same line again at 8:30 in the morning...seven people already ahead of us with missing bags!!! As we loudly reported our horror for ten days without luggage, it finally sunk in to those around us that they were in for the same hell. The same girls behind the counter we had seen ten days prior...one had the nerve to say, "well you had an adventure!" My daughter had to be restrained. They now said they only found one bag, my daughter and I each secretly hoping it would be our own. They led us past the stacks of "unclaimed" luggage into a room with the now "found" luggage. There was my bag. I pushed past the non-English-speaking person at the door and found my daughter's luggage in there.

To now...this happened June 12, there is no one to speak to at Alitalia. Of course they would not want to hear the profanities of those of us who have suffered. I sent countless emails then started sending return receipt mail. Found out my email was not supported by them and had to use my daughter's. That got me somewhere, but not in a hurry. Someone would call every now and again, but you could not reverse call them back-sneaky people. To give some hope to all of you, I received a check last week for most of what I was seeking. Know that there is a cap on what they have to give...otherwise pain and suffering should triple what they give!! Good luck to all of you and NEVER EVER fly on this airline again!!!

We then had to stay in Catania for a night so that we could be at the airport in the morning to check on our bags. We had paid for a night in Scicli which we had to forfeit. We went directly to the airport the following morning and again waited in a hot hallway with at least 30 others at a window with one attendant from Alitalia. She looked up on the computer for information, she left the window for 5-10 minutes each time. She never returned with luggage but said that she had looked for it. Many of the people in line with us had come every day for 7 to 10 days to wait in that hotline with the other irritated, UNserved customers. We were told that they had no record that our luggage had reached Rome.

We started our vacation by finding a place to purchase some clothes. The ones I had on I had been wearing for 3 days. The first 3 days of our trip were taken up buying underwear, toiletries, clothes, medications, etc. - NOT SIGHTSEEING OR ENJOYING OUR TRIP. We expected to hear something from Alitalia - they had asked for our address in Sicily, our phone numbers, our email addresses, etc. No such contact EVER occurred even now that I am at home. Every day we would ask our resort office to check on our luggage. Many times the number we were given was either not available or no one answered. The website had no information on our bags.

All the receptionists at the hotels tell me it happens all the time. Are we living in some uncivilized world??? Everything is gone and after sending email with all the information (badge tags, case number, my contact details) - none has contacted me and the suitcase is still missing. It is the most horrible travel experience in my life! #NeverfyAlItalia #AlItaliafail #AlItalialostluggage #AlItaliasucks #AlItaliaLost #DonotflyAlItalia #AlItalia

The seats were dirty, food remnants and stains. The bathroom was disgusting and dirty - with one being broken. The food was simply inedible. Everyone complained. Bad choices for main courses and the staff were tired and unpleasant. The overhead lights did not work until you land. The entertainment system is outdated. Even the film choices are a year old. I would rather play Donkey Kong. This is not business class of today. Maybe in Kabul. It was a sad day for Alitalia. I would not fly the plane again nor would I recommend it. It was waste of money.

I filled all possible documents and forms; I wrote 6 emails, I send scanned tickets and receipts - the result is - an email with dossier number and 1 phone call with a proposition to get a compensation of 80?! I refused the proposal, asked them to email it (the answer was that the company doesn't have practice to write about compensations), resend the receipts again (because they said they are not in my file). This was on 6 of July. I am still waiting for a call, replies on emails they don't bother to write.

I have to explain that my receipts state very modest costs - around 270 altogether. They included the most needed things for going on excursions on shore - most of them historic places - sleepers, T-shirts, iPhone charger, some cosmetics. I spend twice that sum by buying items at the ports without getting receipts, but then, I was assured every single day that my luggage is waiting for me at the next port.

I could not buy any underwear or shoes on the ship and had no opportunity to take part in almost all cruise entertainments. This was a cruise week full of nightmares which proceeded for 3 more days in Venice, where I spend one whole day at the airport asking for information and getting only rude answers. On the way back with Alitalia my husband's brand new luggage was fully damaged - he was told he will get a 50 check for a next Alitalia ticket, which we calmly overturned. He send his bank account and is in process of waiting to be reimbursed... My case is still open. Of course I will never ever think of flying Alitalia again. But for the moment my only wish is to find a way to "answer" properly to Alitalia's and its Customary Service passenger treatment. Do you have any ideas?

UPDATED ON 10/24/2015: In my review, published on 7/26/2015 I described in length my vicissitudes regarding the loss of my luggage on flight AZ1473 on 22 May 2015, which was returned to me at my home airport in Sofia after 2 weeks, when I was already back from my vacation - cruise on the Mediterranean. In the next three months I had written 14 emails, send a fax and got three phone calls to negotiate at least the refund of the receipts of the items, I had to purchase, all at the sum of 266 EURO.

On August 4, 2015 I received a proposition that "The airline is happy to refund the sum of BGN 298.46 (150 EURO) by bank transfer, upon receipt of your bank details... duly completed and returned to our email address customer.relationsbg@Alitalia.it... within the next 15 days." I send an email the same day that I don't agree to be refunded with a sum half of the claimed. Since I didn't get any reply I wrote 4 more emails - on August 19, September 20, 29, and October 4th. Finally on October 10, I send my last email with bank details, thus agreeing on the proposed by the Airline 150 EURO refund. The decision to agree was difficult for me since I am not used to the type of aggressive communication style that Alitalia company uses with customers.

The practice of the company not to confirm receiving of emails is humiliating, the way the company takes advantage of time to downplay any customers' problem, together with their written and verbal behavior pattern, attributing and evaluating customers' claims describes a strategic policy - very successful and self-enhancing for the company but at the customers' expense. Fifteen days after my last email I am still waiting for Alitalia Customer Relations' reply.

Alitalia's customer service was so shockingly rude. They hung up on me 2x. When I started complaining they pretended they can't understand English and I was told off by a male cs who addressed me as "lady" that I just have to wait. All I can do was follow up on facebook and twitter, and again was even reprimanded by Alitalia of Netiquette when they don't even have a single respect and concern for their customers. I will not recommend Alitalia to my friends, family and colleagues if they plan to go to Europe. #neverflyAlitalia.

I recently graduated university and as planned for over 4 years, I began preparing for a 1 month Europe trip to celebrate the completion of my education. Everything was well and good as my mum and I boarded our Etihad flight from Melbourne to Abu Dhabi on the 29th of June, which then connected to an Alitalia flight to Rome from there. Upon arriving in Rome, my mother's bag was one of the first to come off the carousel and after waiting 1 hour and 15 minutes for all the bags to drop, mine was a no show. I immediately went to the baggage claim desk of Alitalia and asked for clarification and they then decide to tell me, "Oh yes we have your name here, your bag was left in Abu Dhabi. Do not worry, the same flight leaves this time tomorrow and your bag will be delivered to your hotel by midday tomorrow." So I waited, and waited and waited the next day until 4pm and the bag had not turned up like I was told.

For the following 5 days my mum and I contacted Alitalia from morning until night, only to receive no information and no assistance whatsoever. I was highly distressed, and so picked myself up and went to Fiumicino airport to search for my bag myself and what I saw was truly horrid. Hundreds upon hundreds of bags WITH TAGS CLEARLY MARKING NAMES ON THEM were tossed into a room with little regard, and had been sitting in the factory room of the airport for weeks - where I am sure the owners of the bags have been waiting for a call or a delivery which they shall never receive. I searched every single bag and mine was nowhere to be found, and after watching me breakdown at the airport, for I had irreparable valuables in that bag, one of the staff took me aside for a chat, informing me that if my bag has not arrived by the 6th day I may as well just accept the fact that it's gone because it won't be turning up.

I was absolutely disgusted by that information, and by the disregard that they had for people's personal belongings, and I am now 8 days into my trip with no luggage - having to put my mum thousands of dollars out of pocket to buy me necessities and cheap clothes to get me by. I wait daily with false hope that my bag will turn up but the experiences of everyone else with this airline has confirmed to me that my bag is gone and I will never see it again. This experience has made me reluctant to travel ever again, and I am sad to say that I have not been able to enjoy a single minute of my well earned holiday because this airline has been so unhelpful and so desensitised to the cause at hand. I don't know how it is possibly still running.

I do have travel insurance and I know I will be refunded some cost for the bag missing, but it will never truly replace what I had in that bag, and all I wished was for Alitalia to take more care and to do the one job that they are required to do. I am still hurting over the loss of my bag and nothing, no amount of comfort from friends or family will change the fact that my bag was lost. This company needs reviewing and I will be taking this case up with ConsumerAffairs legally.

They also lost my luggage. I was told by multiple people at the military base that Alitalia is the worst for losing luggage and they will not tell you when they found it. You have to keep going back to the airport, which I did three times. Then finally on the third try it was there, again dealing with very rude hateful staff. I just called Delta to get credit for my sky miles and was told to call Alitalia. I did and again got a very rude person who said I am supposed to talk to Delta and only wanted to argue instead of listen to anything I was saying. DO NOT FLY THIS AIRLINE, customer service does not exist!

It's a real shame. I have been planning this vacations the whole year to relax and have fun with my family and as a result of this company wrongdoings I'm having a very uncomfortable time. My recommendation is clear - avoid connections Aeroporto di Roma Leonardo da Vinci (Fiumicino) at all cost and above all avoid Alitalia. Terrible service even inside the plane.

I agree that bad weather in Brussels Airport is not Alitalia's responsibility, but if your crew had been on time, the pilot wouldn't have lost the slot and the rest of our journey would have continued normally! Of course in that case, your airlines would have spent less money for accommodation of the passengers that lost their flights to other destinations. The nightmare didn't finish by our arrival at Fiumicino. All passengers had the great opportunity to meet each other, in the long queues in front of the counters of the Correspondence Passengers Assistance from 22:30 to 23:59! When we finished, we entered a bus that should take us at Sheraton Hotel, about 20 minutes away. About half an hour later, the bus departed.

That could be the end of the story, but it wasn't. I will never forget all those hungry people I had the great opportunity to know better in front of the reception of the lovely hotel. "The kitchen is closed" was the answer of the hotel after they had us wait in the queue until 01:30 (already, Saturday, the 6th of June) Alitalia will open it, I told to myself convinced that your company would take care of us. The lady in the reception disappointed me: "Sorry, the kitchen is closed." She was sorry, but I was also sorry, tired, hungry and angry, because I was on time at the beginning of my trip in Brussels. Your pilots were not.

By now it was 02:00 o'clock. Around me, that multinational group of passengers, was looking for some water, crisps or biscuits. There was not a buffet of sandwiches, was no milk for children crying. I felt lucky because I had a chewing gum in by bag. But, a thought came to me: It's better to keep it for breakfast, because I wouldn't have any time in the morning. I looked at my boarding pass. I had to leave the hotel at 06:30. No time for espresso, no time for anything else. My new flight to Athens was waiting for me at 08:40, and again I would be on time. I wondered if your pilots would also be Fortunately this time they did.

I call this trip "A TRIP FROM HELL", not to mention the fact that I had to miss a good part of the program offered and paid in advance; the stress, sadness, feeling scared, and having to venture all on my own, looking for transport that were to take me to Rome in order to acquire a temporary passport which costed $400.007 Ca., good only for one year. The consequences of the irresponsibility, lack of care and courtesy towards the customer should be felt by this airline which is well known (now I learned), in a very strong way.

Me and my friend were assigned different seats due to lack of seats. We tried to switch the seats with passengers, but nobody was ready for exchange. We decided not to bother the flight attendants, and then I fell asleep. However, when I woke up, a passenger who sat next to my friend wanted to switch seats with me. Since it had been 5 hours already I was wondering why someone suddenly wanted to change seats with me. I turned back to check with my friend, he was not there. Then I went to the bathroom. I saw he was bend on the floor and shivering next to the bathroom!! What a shock!! No one come to tell me! And no flight announce to ask for a doctor!!!

I asked my friend what happened. He said he was feeling dizzy and passed out, while I was sleeping. He also said the flight attendant made him sleep on the floor for several hours with one blanket near toilet. It was very cold on the flight, especially on the floor, how come the flight attendants make a sick passenger to sleep on the floor for several hours without any doctor or medical assistance??!! What if he die on the flight?! Nobody would know what happened!! And the worse thing is the flight attendant came and asked him to move to somewhere else! He was too weak to sit up. How come to ask a sick passenger move around instead of giving him a comfortable seat? I was standing next to my friend, it was so bad!

And finally the flight attendant made my friend go to the first class and ask him to get a rest. I was surprised to see so many empty seats in the first class then why they made my friend sleep on floor without medical assistance. This is so inhuman. Firstly, they offered seat so late and secondly they didn't allow me to sit next to him. It was a shame and racism!

My friend is from Indian, a very nice and soft person. He always help people around, and doesn't want to trouble people. It was his first time travel to Europe. I was very sorry for him to have this bad experience. Also, I was very angry about the way that my friend and I had been treated by the Delta and Alitalia Airlines. I have lived in New York, USA for 7 years traveling around the world, and I work for New York Film Academy which has students from different countries. I have not found any issues with racism like this. This was my first visit in Italy and I was very disappointed. I hope some actions would be taken regarding my complaint. We booked the round trip flight from New York to Rome. I need a proper reply to solve the problem. Otherwise, I want to refund the tickets and book another better airline.

I was at the Fiumicino last Thursday when they closed terminal 3 due to a fire. It was a day I will never forget. Never mind the chaos and long waiting - but I lost a plane because it took me 1 hr 45 minutes to find out where to check in for Air Berlin. It wasn't signposted anywhere and I was sent in a different direction each time I asked somebody. The point is that ALITALIA is a partner to AIRBERLIN and the staff didn't know they were also to do the check-in for them! When I finally got somebody to do it (having phoned Germany and asked what to do and persuaded the Alitalia staff to take my bags) I was too late and the gates were closed.

I lost my flight! Today I flew from Naples to Catania. When boarding the small airplane I saw my suitcase below the plane waiting to be loaded (it is unique and easy to spot). I couldn't believe it when I arrived and the bag was missing! The airline has had problems for years and I had hoped joining force with KLM and Air France would improve matters. It just gets worse. If I can get on another airline I do my utmost to avoid ALITALIA. I can only say one positive thing - they have nice planes.

But to do this, we had to be driven back to Bologna to board an Alitalia flight to Rome because there was no direct flight to Campania even from Bologna. We sat around in the Rome airport for 3 hours because of this after a flight of about another hour to fly Alitalia to Campania, another one hour flight. Five hours to travel between two major Italian cities that should have taken less than two hours! Our Italian friends assured us, or rather warned us, that this was standard for Alitalia, a company loathed by most Italians for that reason, because of the lost tourist income and therefore jobs, and also because having an airline like Alitalia as Italy's flagship airline shamed their national pride.

I ask other passenger to call them, they said to press the button again. Flight attendant was very near me as I was sitting on seat 28 C but they were sitting at seat as we are experiencing soft turbulence. They were facing each other and the flight attendant with big curly brown hair was telling some interesting story to her colleague and everybody was laughing and yelling. I pressed the button again and she looked at me and shout: “Are you hurt?” I tried to yell back YES but she didn't heard me and she continued with her story.

Another flight attendant came from the opposite side of the plane and ask what I want. I said “just one glass of water”, and could not explain more she is already gone. I wanted to stand up to take water myself and to take my pill (pill/painkillers usually take 15min to start working so every minute counts) but I couldn't move. I wanted to yell to throw me a bottle of water if she cannot bring it to me but the words wasn't coming out of my mouth. I wanted to yell but I didn't. I start crying at one point I couldn’t bare the pain.

After 10 min before starting serving drinks flight attendant from the opposite side of the plane gave me a glass of water. When you have a feeling of your head is about to explode and you are in crucifying pain every minute counts. I told to the flight attendant from the opposite side of the plane, when she gave my glass of water that they are very rude. I am in pain sitting here and pray for a glass of water and all I can hear is laughter and yelling from flight attendant from the back of the plane. She couldn't handle me instead start yelling at me how can I say that, why I didn't say that is for pill and called my flight attendant (women with big curly brown hair). My flight attendant just make sound: Uh! and went.

Eventually pain decreased, flight long two hours came to the end. While I was standing in line to leave aircraft I turn back and looked at my flight attendant, she looked back. We looked at each other for two moments and then she commented to her colleague something like _(I do not know Italian, but what I understood from her body language and international words). This lady is .... (laughing)... this people ...and big laughter..

I wanted to run out of the aircraft. Putting yourself in the position when you are not controlling situation but your basic need are in hands of other people, and they are treating you like this. Was the worst feeling in the world. My punch line was when people are asking you for a glass of water, please give them a glass of water, usually they have a good reason. I do not know why everything happens as it happened, what I could done differently? Was the story of my flight attendant was worth my extra 15-25 minute of horrifying pain (I do not know Italian so I cannot judge). Was I just not sympathetic enough?

They then offered me less than half what my luggage was worth, that was at the beginning of March 2015. I accepted on the grounds that I was sick and tired of wasting my time with total incompetence! I sent my bank details expecting an imminent transfer which never came, despite a multitude of follow up emails with no reply! The reason I am now posting here is that I refuse to give up! I will not stop until they at least return the money they have offered. How I manage to refrain from using expletives, I am still unsure. I will never use this airline again and after reading the experiences of others, suggest that family and friends stay away too.

We started our trip on a luxury cruise and had no clothes to wear. The Crystal Cruise concierge called daily to the airline, and her first comment was Alitalia is the worst airline to get your luggage lost, every cruise we have the same problem! They will not give information and whatever information they give is not true. Usually they don’t know where the luggage is in their data. Our port agent has to pay money in order to get any information.

We spent over 500 US Dollars on calls to Alitalia several times a day using our cellphone while at sea. We were left every time on hold. I had the opportunity to talk to basically all the customer service representatives, who had very poor English and were very rude with no intention of helping. Each one of them had different information every time. We were visiting high-end ports such as Monaco, St. Tropez etc., where instead of having a good time I had to go shopping and buy clothes, which were very expensive!!!

We ended our cruise in Barcelona, where I had to buy all the clothes for five days of festivities for the Bar Mitzvah. We stayed there for a week and then traveled to Israel for the Bar Mitzvah and we then went to Paris for a week. Every day we were promised that the luggage was going to be sent to our hotel, which never happened!! Imagine a trip in which the focus everyday is calling the airline and the stress and tension on the whole situation!!

When we returned home finally a representative in the US gave us an email where we could send our claim. For the delayed luggage we were told that the limit to put the claim was 30 days, when all their customer representatives in Italy told us we could do it when we got home, with no time limit. So we didn’t get paid one penny. Now I know as a fact that this is done by the airline on purpose so they don’t have to pay. Concerning the lost piece of luggage they agreed to pay a minimal amount in comparison to the proved value of the luggage and of what we had to buy.

All the documentation proving this was sent by email, as there is no number to call on purpose. You cannot speak to any agent regarding this matter only email. We did not agree on the amount, but wanted to finish this situation and least get compensated, even if it was poorly. We sent our bank information with a signed letter of agreement by email. We never got an answer to the subsequent emails we sent and never received the deposit for the lost luggage.

Now I am sure that we got robbed by Alitalia two times and deceived by their employees. I will make it my purpose using all legal means to discredit this airline. Any company has never treated me like this. I have traveled all over the world and I can say this is worst airline!!

When confronted about the intolerably high cabin temperature that made several passengers very uncomfortable she replied that she had already asked the Captain twice to lower the temperature and that if passengers were unhappy they could ask him directly. When asked again about her name she replied that she wanted first the passengers names as she would have filed a report herself.

It is not my intention to blame Alitalia for this extremely disappointing event but, I am firmly convinced that if governance wants to reaffirm Alitalia brand equity and profitability it is about time that certain employees are severely reprimanded for their disgraceful attitude and eventually replaced with new ones more aligned to the needs of a company competing in an international environment.

When I call Alitalia Call Center, they tell me they are outsourced, and not actually belong to Alitalia staff, that's why they have limited possibilities of solving my problem. So I have to wait until Alitalia Central Offices analyze my case... In the meantime, nobody answers my mails, and my credit card has no limit left for me to use. I am about to start a legal process and wish to let this case be as known as possible.

Eventually there was a tightness in the air. I was later informed they shut off the oxygen in the cabin to decrease spread of flames which were apparently in the cargo bin. NO ONE ON THE FLIGHT STAFF MENTIONED ANYTHING, however. The plane eventually turned around for an emergency landing back at O'Hare. When we reached the gate, none of the flight attendants or pilots had said a word to anyone regarding what the hell was going on. I was in a complete panic at this point. Also, they refused to let anyone off the plane so we just sat there trapped in a plane with a fire somewhere on it.

When they finally let us out, still with no information, we had to wait for three hours before we even found out the flight was canceled! They had actually considered putting us back on that very plane! After waiting a total of 6 hours most of the passengers were detoured to Frankfurt Germany and we were set to fly out at midnight. What were we given for all this trauma and stress? A $12 food voucher for the airport WHERE FOOD WAS NO LONGER AVAILABLE BECAUSE IT WAS MIDNIGHT. We were unable to put the voucher to use before that time due to having to wait in line for 2.5 hours to reroute our flights.

The worst part? I explained to my father what had happened in detail, so the next morning when he called the airline to make sure my new flight from O'Hare to Frankfurt had landed successfully, they lied to him. They told him my original flight from O'Hare to Rome a330 had landed without problem and my father became immediately terrified for me due to this airline. I wrote to them to be reimbursed and they said in so many words that they were not responsible. Now I'm 26 and have experienced much better airlines and compensation for much more minor issues and cannot believe there's nothing I can do about this flight. This flight is the reason I have severe anxiety while flying. It was literally the worst experience I've ever had in anything in my entire life.

My wife and I checked in together at Malpensa [Rome]. We were three hours early. Each of us checked one bag. Take-off was delayed, so they had more than sufficient time to load the luggage.

On arrival at Pearson [Toronto] my luggage was on the carrousel, but my wife's was not. There was a very long line at the lost luggage claim counter because a lot of passengers were in the same situation. We couldn't just fill in a Property Irregularity Report and leave it at the counter, because we needed a copy and the counter doesn't have a photocopier -- they use carbon paper.

We returned home much later than planned. Shortly after midnight Toronto time [6:00AM Rome time] a gentleman who told us he was a contractor for Alitalia phoned and told us we could come to the airport and pick up the missing case. I explained that we had not slept in over 24 hours, could not possibly return to the airport [50 km from my home] and requested that he courier it. He cautioned that this might take a few days and I asked him to expedite the delivery.

The next morning we phoned the Alitalia lost luggage counter in Toronto [905 364-4166] and received the same message that other correspondents have described "The voice mail box is full -- please call another time." It remained full all day. An email was not answered, no Alitalia representative in Rome, Toronto or anywhere else could provide a contact phone number that would be answered, the web lost luggage registration form did not work, and the web-support guy had no idea how anyone could fill in the form on the web.

That evening, the contractor phoned again. He stated that he could not forward the luggage because my wife would have to be present for it to clear customs. We explained that we had a written declaration on file with Canadian Border Service, that the luggage had already cleared customs, that we had declared all of the contents, and that we had confirmed with Canadian Border Services that there would be no difficulty having it picked up by a courier. We added that other, international airlines that had delayed luggage delivery had couriered our luggage to our home. He phoned back a bit later and asked us to confirm all of the information on the customs declaration form. That is the last we heard from him. As yesterday, "the voice mail box is full."

Today we will probably to go to the airport, pay for parking or a cab, hope we can find a way into the customs area, hope that an Alitalia representative is working that shift, and if we are lucky, pick up our luggage. No doubt Alitalia will be pleased to be spared the cost of a courier. No doubt they will also be pleased that they will never have to deal with us again since we will not fly Alitalia in future.

If Alitalia does not reimburse us the cost of transportation and parking from our home to the airport and back we will file a formal complaint with IATA. In the imaginary scenario that they offered us a handful of first class tickets by way of compensation, we would return them and explain that we could not afford to fly Alitalia -- even on free tickets.

We accept that mistakes happen. We do not accept that a large, international airline neither makes an effort to prevent nor rectify mistakes. We are dumbfounded by their absolute refusal to assist a passenger by answering a phone or returning a message.

Our flight to Rome on US Air was cancelled and we were put on Alitalia from Boston to Rome. We had purchased business/first class tickets which we require because of my wife's medical condition. When we checked in at Alitalia, they refused to honor the class we had booked and instead offered us coach. When we protested, they got in touch with our booking agency and though they were told we had paid for business/first class, Alitalia refused to honor that ticket. At the gate they told us there was nothing they could do, handed us coach tickets and told us we could discuss the issue with the chief steward on the airplane. Which we did. He told us he could give us first/business class tickets but only for $2,509. We bought them anyway. Now we are trying to recover our money but as I stated before, they won't cooperate with our carrier.

This lack of support/consideration from their part is surprising but also unacceptable. Number of our valuable personal items were present in that bag, and we thought flying with a company like Alitalia would ensure our goods were secure or in case of problems it would avoid us the hassle of dealing with bad customer services. I have to say I'm not impressed at all. I understand the laws which govern Airlines in the EU in conformity with EU law and the Convention of Montréal stipulates that in case of DESTRUCTION, LOSS OF OR DAMAGE TO BAGGAGE, The Airline is liable in the case of the destruction or loss of or the damage to baggage for a sum of up to 1,131 SDR (the approximate equivalent in local currency). In the case of checked luggage, the Airline is liable for the damage even if it is not at fault, unless the baggage had an inherent defect. The Airline is liable for damage to unchecked baggage only if it was at fault... but I don't know what to do as I'm not getting any reply from Alitalia. Can somebody help?

The top was completely broken off. The whole sitting area was destroyed - it truly looked like some truck ran over that thing. We filed damage luggage claim, but here what is interesting. They make you go and get a declaration of the value and condition of the item that was damaged. So we went to a store to get it but since it was bought outside Italy there is no one willing to help us with that paper because they simply don't know the value. Similar items, but not the same product are on their shelves, so tough luck, or I would say we are screwed. I heard a lot of horror stories about Alitalia and now I am one more person to add my story to their non-existent horrible customer service.

I would like to express my concern with the integrity of ALITALIA in the matter of handling my case. Professionalism, efficiency and integrity do not exist for ALITALIA and their customers. Lastly as a matter of choice I will never fly or recommend ALITALIA.

None of our bags made it to Venice when we arrived. After spending two hours in the Lost and Found line we filed the proper paperwork, provided a complete itinerary, gave them contact numbers etc. We spent the first two nights in Venice calling every few hours to get a status for our missing bags. But they still didn't know where they were. In frustration I call American Express Global Assist and before I hung up the phone they had located three of the four bags in Rome and promised that they would expedite them being sent to me in Venice.

When we boarded the ship on Tuesday afternoon three of our four bags were there. Unfortunately the suitcase with all my wife's carefully selected outfits, makeup, hair products, underwear etc was still missing. The Princess Cruise lines were checking several times a day for updates. In the false hope that the bag would catch up to us at the next port. Everyday there was nothing to report. So because my wife had nothing but the clothes on her back. We had to go out and try to find the essentials on board the ship, in small tourist shops in the villages and cities we visited between going on our prepaid excursions. We spent about $2500 US Dollars on some interchangeable outfits to be able to enjoy some of the ships nightly activities.

The Last Night of the Cruise, October 4th, I had just had a conversation with the Cruise Ship Department regarding the lost baggage. They told me that they exhausted every thing they could do to no avail. And they suggested I file a lost luggage claim when I got home. An hour later in the middle of the Mediterranean Sea, my cell phone rang. It was a call from a delivery service informing me he was about 10 minutes from delivering the missing bag to my home in California. Apparently it had gone to Amsterdam and back to Los Angeles.

When we arrived home I filed an on line delayed luggage claim with Alitalia on October 10. I faxed the report, receipts for what we bought and everything they asked for on their web site. I also priority mailed it to the New York Address too. To date there has been absolutely no response from Alitalia. If you try to call them they instruct you to email your information to an email address. I've done that twice with no response.

When I pointed out that all fares now were considerably higher and that any refund may come after I was already home, he said I could make a complaint through the website. I said he did not sound too bothered about my situation. He said he was not and he did not care. The airline is owned by Alitalia, so I made contact with both Alitalia and AirOne. I received full reimbursement of my original payment but I asked for extra costs totaling £217.48 to cover what I had needed to pay easyJet to get exactly the same as I had ordered from AirOne, as well as itemised call charges.

This was their reply: "Therefore we wish to confirm in writing that our records show that AirOne flight 816 of October 6, 2014 from Catania to London Gatwick was cancel on June 27, 2014 and a communication mail was sent to the address (personal e-mail). on September 8, 2014. As a result, we must respectfully decline any request for refund and trust you will understand our position in this regard. We thank you for giving us the chance to explain, as well as apologize, and would welcome the opportunity to restore your full confidence in our service in the near future."

They sent this while I was on holiday, saying they had tried to call me several times, but obviously not on my mobile. Who calls someone on their landline when they know they will be away? This e-mail shows they knew in June they were canceling the flight but chose not to tell me to allow me to find another cheap flight and so they could hang on to my cash for the longest possible time before they made the refund they were legally obliged to make.

They may have met legal obligations, but not moral ones. This airline shows Italy in a deplorable light. I love Italy and its people, and had a wonderful time (on less money than I had expected to take), but if this is a typical example of Italian business practices, no wonder the country is in a mess. Never ever fly Alitalia or AirOne or anybody associated with them is my advice.

We did not receive the luggage the next day on the 8th. We tried to call the Lost and Found but of course nobody answered and we wasted the entire day calling and waiting instead of enjoying our day. Alitalia never picks up their phone and when we called Delta to complain, they brushed us off and claimed that it was not their responsibility. The following day on the 9th, we finally got an answer in the late morning when we called the Lost and Found. They said the luggage will be delivered in the afternoon.

When we received our luggage we found that both had been opened and the contents in both had been turned upside down. We know that the TSA checks luggage as we travel frequently, just to Milan alone we fly about 4 times a year. I discovered that somewhere between JFK and Malpensa, some jerks had stolen my 2 new YSL handbags and my 2 expensive perfume bottles (you cannot carry perfumes in the carry on). Total value stolen is USD$6,000.00. However, the strangest thing we found was that the luggage both had tags with Amsterdam airport.

Does this mean that luggage traveled to Amsterdam before coming to Malpensa and if so, nobody told us. When we asked neither Delta nor the Lost and Found gave an answer. We tried to call Alitalia since Delta had no interest in helping us. We have even filed a police report in Milan and had filed everything to both Alitalia and Delta. Do not put anything of ANY value in your luggage. If the airline gives you a hard time about your carry on, let them know that there are plenty of thieves working with the airlines, airport security, TSA, etc. and until they fix this this problem, you cannot pack anything in your luggage and everything of any value must be in the carry on.

Since then I have sought compensation, however Alitalia have refused to offer any. Even though there was a technical fault they will not accept responsibility for their aircraft. Ultimately, Alitalia are refusing to give compensation under EU rule 261/2004, which will probably mean I will have to take matters further, go to the Civilian Aircraft Authority, possibly hire a lawyer and go to court etc to deal with these liars.

Alitalia are also extremely slow in dealing with a simple compensation case like mine. It has been over two months since I sent them my complaint and request for compensation. So far I have had one phone call to say, "sorry but we are not responsible" without giving any further explanation... I find their treatment of my case despicable and I would strongly recommend to avoid flying with them in the future from my own experience. I am very angry at them, as I guess are many others.

When I went to the customer service desk I was horrified to see I was not alone. A huge line had formed of at least 30 people. I left the line after 30 min and went to the front of the line where I asked if they had a phone number I could call as I must leave. Customer service agent explained there is no number to call, and that I must wait. I return to the line and waited two hours to speak to the same agent who, when I finally reached, then simply told me, she could not help me and could not find my bag. She suggested I return to the airport the next day to see if it had arrived.

The following day I had the hotel clerk phone Alitallia and try to find the status of my baggage. When they answered they would not help claiming that they did not have enough information. This could easily be avoided, if they would simply log the names on their computers, of the luggage they find. Then when the customer calls, these agents easily could look to see if the bags were in.

After paying another hotel taxi fee, I return to the airport the next day to see my bag did arrive. The problem here is not that my bag was lost, as the other reviewers state, it's the horrible lack of customer service that Alitalia shows in contacting customers. When I interviewed the agents at the desk they said they simply do not have the time or the manpower to call customers in regards to their baggage. Apparently they have no ability to see a better system in tracking customers' luggage.

If you lose your baggage with them, best case scenario is that you just leave the airport, don't bother waiting in line and come back the next day. When you return the next day, there won't be a line and your luggage hopefully will be there. Consequences: Had to stand in line 3 hours, after flying for 16 hours. Had to pay extra fee for taxi, they were waiting. Had to pay extra fee for return trip to the airport.

Needless to say that Alitalia also delivered my luggage 4 days late without compensation and that my suitcase had been sliced open by a sharp object. Not a good start for the new Ethihad-Alitalia alliance!

It's almost not worth it to complain - I see others of you with the same complaints on this page and it seems that unfortunately there is no jurisdiction over this unfair and unbusinesslike treatment. At this point I fear that we will never get our suitcases. My mother in law in Italy says that they are saying on the national news that all of the suitcases have been returned. We will pursue a lawyer, but I don't know if much will come of it. Alitalia gets zero stars from us. We paid them for a service and they did not provide what they said that they would.

My advice to anyone in a similar situation: 1. Alitalia will occasionally send you emails but don't expect them to respond to any of yours. 2. Don’t bother trying to contact the Alitalia office in your home country; they will merely tell you to contact Alitalia headquarters by email. (see 1 above.) 3. Don’t try and contact Alitalia headquarters by phone. Even if you are willing to invest in the expense of the international call, you will find it almost impossible to find anyone at the other end that speaks English. I did find one but she lied to me that my claim was being processed when it was not. 4. Don’t bother trying to contact the Alitalia Conciliation Service. This is an agency set up to handle consumer affairs for Alitalia but it is owned by them, so guess whose side they are on. I did not manage to get a single response from them via email or registered letter. 5. Do try and contact ENAC. This is the agency in Italy that handles all civil aviation issues. They will reply to your emails (eventually) but they seem to have limited power to get Alitalia to follow European regulations. Above all, learn your lesson as I did and vow never to fly on this useless airline ever again.

In the office, after 25 min of trying to print a boarding pass, I was told this is impossible due to the system failure... At this point I was seriously thinking I will miss my flight. As it was only 30 min left, I was escorted by Alitalia staff to the gate, where we realized that my flight was delayed!! really?! And so I spent 1.5 h waiting, knowing that I will miss my connecting flight from Rome to Warsaw. During boarding I was being shouted at, while Alitalia staff was holding my 'Delta' boarding pass saying to me 'What is this?! What is this?!' Obviously her colleague didn't inform her about my situation... I should have complained, but I couldn't be bothered and there was not enough time anyway...

The only good point in this journey was that my second seat was 'blocked for my comfort'. In Rome airport I immediately found out that the flight in Rome to Warsaw was made delayed, so that us passengers (13 people) could make it. The plane was already waiting somewhere near the runway. My boarding pass wasn't scanned as it was, yet again, 'Delta' boarding pass, which was showing an error. Is there anything else that can surprise me? We were taken by bus. In Warsaw airport both of my checked in luggage didn't arrive. I was so tired and fed up that I wasn't even shocked.

It's been 8 days now since I have made a complaint. I have my file reference. I need to add here that the website for lost luggage doesn't work when you enter it via Alitalia's website... I haven't heard from anyone. I literally had everything in those luggage. I'm only glad that I was flying to visit my parents. I had to buy many clothes, and I keep receipts of everything, cause when I make my claim I hope this can help. If you have similar experiences, please don't hesitate to contact me at **. This has never happened to me, and I'm seriously lost, even though I have considered myself a frequent traveler for the past 7 years... No matter how many awkward connecting flights I had, Lufthansa never failed me, yet one messy Alitalia flight and I am being left alone with all my belongings taken away :(.

All these being said I've just been robbed of over $2000. I can't contact anyone from Alitalia and when I do they drop the call. The local office told me that Italy office has to issue the tickets and I should wait couple of days...Refused to give me in writing anything regarding the fact my money were frozen. NEXT TIME, I WILL PREFER TO SWIM to US than use this horrible, horrible, horrible company! Don't you ever buy a ticket with them because your vacation will be ruined! If any of you knows a situation like this let me know and maybe I will manage to sort it out with them. Thanks.

The customer service on the plane was something that I have never experienced in the past. During flight, I asked the flight attendant for a glass of water and the response I received was that I could get up and get it myself in the back. Really?!? I would have been okay with this response if I wanted to stretch my legs, but the fact that I had to wake up and bother the people next to me in order to get myself a water, made it awkward and inconvenient for me and the people in my row.

The part that ruined my trip was that during the 20-hour overnight layover in Rome. I was told by Alitalia that I could not pick up my baggage in Rome, and that they would go directly to Los Angeles. When we asked why we couldn't get them in Rome, the response that was given was that it was because of our tickets and that Alitalia is the only airlines that does this. When asked for clarification, they did not give us a reason. This left my now fiance and myself in Rome for 20 hours with no luggage, no clean clothes, no make up (for me), and left us both in a very angry mood. We were stressed about not having clothes and whether or not our luggage would really end up at LAX. Once we were in Rome, without anything, we had to spend extra money and extra time out of our already tight schedule to go purchase new clothes to wear and whatever bathroom essentials we needed. Because we had to take time to buy items that we already had in our luggage, it threw us behind our schedule and we did not get to go to the original place that my fiance originally planned on proposing at. He proposed, but it was not at all what he wanted.

Because Alitalia did not inform us and did not care about our concerns, they ruined not only our trip, but the proposal in Rome. When I contacted Alitalia about the complaints and comments what I wanted to address, they kept directing me to their website, which the form did not work. I had to send out an email and am still waiting for some type of response that I will probably never receive. My advise? Don't fly Alitalia.

Even more, I called the call center several times, they said oh, no worries somebody will call you, wanted to talk with a supervisor but the supervisor never bothered to talk to me to see if there is something else that we can do to speed up the process. Just over and over again, the supervisor was too busy to bother to come and attend my concern. So now as a result, I've decided to call another company and set up the trip with them because I WOULD NEVER TRUST MY CHILD TO ALITALIA!!!! Very bad customer service, when to close a sale they are nice, but when you need them, they dump you to the curb!!

Once at the airport, we waited one hour past boarding time, with no explanation for the delay. We have taken many trips to Europe; this Alitalia plane was by far the most limited in space we've ever experienced. Yes, plane travel in Economy class is not comfortable, but this far exceeded the usual level of discomfort. Never ever ever again will we fly Alitalia across the ocean, which is sad since we care very much about Italy's economy. SAS and Lufthansa have been far superior in all areas mentioned above.

The next problem was boarding the flight. All passengers were summoned to the boarding gate and there we stood for almost an hour with no information available as to what was happening. We finally boarded the flight in a totally disorganized fashion with everyone surging forward. But the worst part was arriving in Bari and discovering that while my companion's bag had arrived, mine was not on the flight, in spite of the fact we had delivered our bag to Alitalia three hours before the flight in Rome. At the Bari airport, it took over an hour for the clerk to fill out necessary paperwork using two fingers on an ancient keyboard. He then looked online to see if the bag had been located. At that time it had not. We were given an online account to check for the bag, which showed nothing, even the next morning.

Then we called Alitalia to see if there was news. At first they said there was no record, but later they called back to say it had been located and would be delivered in two days. Looking online, the record did finally appear indicating the bag had been delivered on a later flight the very evening we landed in Bari! So I went almost three days with no suitcase, when, by all standard procedures, they could have delivered it the next day! As I said, I will never fly Alitalia again if I can help it. They do not care about their passengers at all. I was never offered any compensation for the inconvenience.

I called customer service (repeatedly) to explain and find a resolution (well in advance of my Feb. 2014 trip). On a weekly basis, I was asked to call back for potential date openings since they were unable to find available dates for March- June 2014. After 4 months of following up and not getting anywhere, a rep kindly informed me that I can re-route... and is "best I consider a flight with an Alitalia aircraft"... so after much consideration and no flexibility w/ Argentina dates... I suggested Greece.

Since this is still ongoing, I'm now told I'm not allowed to do so because the award was through the "previous mile program". I was told to write to customer relations in NYC for a resolution... After 1 week of follow up... I get an email saying they cannot help and to contact their customer contact center(???) same number I've been contacting since October!!! Called the number to speak to a supervisor... and good luck! No supervisor would get on the call.

Award tickets are to reward customer loyalty. They do not show availability with their "partner" for 5-6 months out. Therefore they are forcing me to lose my miles. Since I cannot rebook my flights due to their lack of days!!! They will not refund any miles by replacing them in the new program and allowing me to rebook or reroute via their own craft. They are not refunding me my taxes on a flight I will not be able to go on! Supervisors are refusing to accept this call, leaving me with the standard customer service rep that can't even escalate the concern.

Overall - this is the worst carrier I have ever done business with. It's unfortunate, as an Italian to experience Alitalia's lack of businesship & customer appreciation... especially with the very few loyal customers they may have left... I'm in shock... that I had to write!

5) If you have been on Etihad or fly Emirates you'd think Alitalia was operating back in the 10th century. Fly with anyone else. Our flight back with Air France was good though.

So essentially for our mistake, we were forced to give them €110. This is perhaps one of the worst examples of customer service I've ever experienced. Be very careful before booking a flight with Alitalia.

When we landed, I saw other patrons being wheeled around at the airport so I know the flight attendant did not even attempt to get the wheelchair for her. They lost our luggage for 5 days on top of all this. Numerous phone calls to customer service inquiring as to the whereabouts of our luggage were met with hang-ups while I was in mid-sentence, rude comments, incompetence, lies and "who cares"attitude. In all my years of traveling I have never felt so ABUSED and HELPLESS! This company gives the wrong impression of Italians. Please save yourself the anguish and go with another airline even if it costs more in the long run.

I called again and asked for a number. The assistant refused to give me a number and told me they did not have one and I have to email them. I told her I emailed them and they didn't respond and she said eventually they will. I told her I emailed them two days ago, how long am I suppose to wait. And she said I should just wait. After arguing about how this does not make sense I told her I am sending a complaint and all she had to say was "OK" and that was the end of the phone call.

I don't know if sending a complaint would even matter since the airline does not care at all about the customer's opinion, and if all the way I took Alitalia, I probably would never receive my baggage nor a compensation. Next time if Alitalia's ticket was the cheapest and I had to pay a $1000 extra for another airline I would. I've been traveling every year for the past 15 years with different airlines and so far this airline's customer service is the worse I have experienced by far. It was my first and it will be my last with Alitalia.

I have been running around the airport like crazy for hours as Alitalia employees kept sending me to different desks and I talked to over 15 people but nobody was speaking good English and was competent to actually do their job! They DIDN'T explain my rights to me which they are obliged to and they DIDN'T offer me any kind of compensation or re-routing! I myself had to demand that they find me a re-routing flight for my final destination which happened to be on the next day! I had to wait for 24 hours, sleep on the airport and pay for food and phone/internet out of my own pocket! On top of that the re-routing flight I was getting on wasn't directly to my final destination - Chicago, but I had to connect flights again in New York and lose more of my already wasted time! I was so furious I could barely stand at the end of the day!!

This unbelievably awful experience left a bitter taste in my mouth and made me completely hate Alitalia! When I arrived in Chicago I read the EU Air passenger rights on the internet and found out that in my case I am entitled to a significant financial refund and I have to write a complaint first to Alitalia Airline and then if not satisfied by their answer - to Italy's national enforcement body! So I did write the complaint and I am sending it tomorrow to both institutions! I do believe that I have been treated extremely unfair and deserve a compensation! I think that everyone should know their rights and demand proper service! Go online and read your rights, file complaints and seek justice! And if possible DON'T EVER travel with Alitalia - they have the worst service and organization!!!

The planes (flight# 611 and 610) are outdated and filthy. The electronics and seats on the plane are broken not to mention no leg room (and I'm small). The stewards are disrespectful and refuse to assist you when in need. I have witnessed an elderly person get treated horribly when asked if she could get a glass of water for her medication. The steward yelled at her stating that he had the right to go to sleep and she needed to get up and get it herself. Also, the stewards do not do a cross check before takeoff nor do they cross check before you land. It's basically...to each his own and you need to help yourself.

Not for nothing, but we the passengers pay an awful amount of money to fly their airline and in the end we get treated like garbage. I expect good service especially when it comes to safety. It's the passengers that keep them in business and we should be treated with respect and with common courtesy. Their flights are delayed because of the disorganization of the Alitalia crew. There is no order when boarding the plane and therefore there are a swarm of people pushing and shoving to get on the plane since they have you standing around on your feet for hours before boarding. It's not something I usually complain about because I'm of age and healthy enough to stand around with patience, but when I looked around watching the elderly suffer and the people with small children being shoved around and not cared for (no wheelchair assistance), it aggravated me.

And forget about asking for help at the counter (representatives are rude, slow, and refuse to assist you). Also, you would think that Rome International Airport would update their system by now and build terminals by the gates. Most of their flights are delayed therefore, you need to cram yourself like sardines in the buses that take you to a main terminal, you then need to take a tram for connection flights and run 5 miles to reach your gate....by that time you lose your connection.

Again, I'm lucky enough to be able to deal with the disorganization of their system, however, it's unfair to the elderly and people with small children to deal with such disarray. They have a go ** yourself attitude! Although I have not encountered the horror stories I have read on the reviews, however, I have witnessed it all and I will never, ever fly with Alitalia again. The only positive thing I would say is that the pilots did get us safely to our destinations. We did not even feel the takeoff and landing on one of the flights which was very impressive. Other than that, do not waste your money and travel with Alitalia as they will ruin your trip!!

Nobody help her. When I tried to reach customer service here in US she was super rude. She told me that the record shows that my sister didn't show up and she can't do anything because she is in US not in Rome. She asked for the and of the people who my sister spoke with, so I told her to go and find out the names so we can report them. They refuse to tell her their names and those who had name tags, they cover the name with hand so she won't be able to see it. I end up buying another ticket from today for tomorrow for 1300 euro, to get my sister out of there. She was in shine.

The whole trip cost me $4000 so far. Not to mention the trauma that all this cost me and my family and especially my sister, being on the airport for 24 hrs (the new ticket was for the next day), without money, nothing to eat, no place to stay and sleep. When she went to look for her luggage they told her that the luggage left with the plane. Of course after 24 hrs of searching and speaks with another rude representative in Boston, we found the luggage still in Rome. They tried to steal the luggage too. And when my sister told them she won't leave until they find the luggage they found it very quick. Please if anyone know how to file a clam and what is the procedure to sue them, let me know. I am also writing letters to them but reading the other reviews it doesn't look to have any success.

We were given a food voucher after 5 hours. According to EU Regulations, we were meant to have one after two. The following day, our new flight was delayed for two hours, and when we inquired about our luggage that had been booked under a different flight name from LHR to Naples, they told us that our luggage followed our name, not our flight number. Big surprise, it landed in Naples and the luggage was still in Milan. We got it 36 hours later, and we never received the toiletries we were entitled to survive the night.

Thats the reason I appeal to you. Could you inform me what can I do, in order to refund my husband's flights? What are my rights? All that happened weren't our fault. Furthermore, we need our money to book news flights to our destination. The only thing we want for now, is to cancel and refund my husband's flights. Please advise us what actions we can take.

It's been five days and I haven't got any news. My bag contains very expensive and very personal belongings. I have called the airline and the airport, but nobody seems to ever pick up the phone. And looking by the other reviews, it seems I'm never getting it back! The security even told me that they have it, and my name and phone tag is on the baggage; I gave a full description. What more can I do? And what more do they need?

When I asked them to give us special accommodation because my wife was pregnant and she came a long way and it's not really our fault, they offered nothing, no hotel, no compensation, no nothing. And their customer service sucks. I ended up fighting with an Italian rep for an hour on the phone. I asked to speak to the manager to make a complaint but he said to do it by email. Just a piece of ** of an airline.

I had already been dissatisfied with the semi-professionalism that Alitalia displayed during my round trip both in the airport and on-board. These stolen items are not mine; however, I'm furious and deeply disappointed not to have them in my bag. I'm not sure how much this complaint will reach the top managers of this airline, who probably don't read the complaints of us (the commoners), but be sure that you have just lost a customer. Thank you.

We arrived at the airport more than three hours before departure. There was an old, run-down, unidentified aircraft (not the Alitalia aircraft we were expecting) sitting at the gate from which we were to depart. It did not have the Alitalia logo on it. We assumed that at some point, this plane would be removed and an actual Alitalia aircraft (Airbus A332 jet as stated on our reservations) would replace it. That did not happen. This plane was old, dirty, and run-down with ripped, stained seats. The material from the seat in front of us was ripped and falling onto our open tray tables while we were eating, disgusting! This plane was so old it had ashtrays in the arm rests! We boarded this plane and expected to at least get our reserved seats from three months earlier. That was not the case. We were told that there had been a "last minute" aircraft change and that this plane had a different configuration than the one we were to take originally and we could not get our reserved seats. They couldn't (or wouldn't) tell us why there was a change of aircraft.

One crew member said there may be a shortage of planes because of the NATO summit being held in Chicago. The only problem with this explanation was that the summit was held in May and was already over. Our preassigned seating was toward the front of the aircraft as we requested. They put us in the far back of the plane, almost in the last row! If we had to change seats, why didn't they at least put us in the same area we requested three months prior? And how could this have been a "last minute" change of aircraft when that old plane had been parked at the gate before we even arrived at the airport? No one seemed to care about what was happening to us and did nothing to help us. Their attitude was one of 'that's too bad, deal with it'. The crew was the rudest, most impersonal, disrespectful and unprofessional crew I have ever had the misfortune of flying with! They were very unfriendly and acted as if the passengers were a bother to them.

They seemed annoyed when I asked them for a glass of orange juice for my grandson. It took them 15 minutes or longer for the flight attendant to bring the juice, with no apology for taking so long. She actually set the glass on my tray table without looking at me or talking to me as she was too busy talking to someone else with her head turned away from me. After the regular food service, not one flight attendant walked through the cabin asking if anyone wanted anything else to eat or drink. We were told that we could get our own snacks at the back of the plane. I am guessing we were told that because all of the attendants were going to go to sleep in an area reserved for them. I have never in all the years I have flown, been told to get my own snacks! The crew always came around at least once to see if they could get anything for the passengers, not Alitalia!

We hoped that we would have a better experience on our return flight. No way! We were once again put on another old, unidentified plane (or perhaps the same one) with the same dirty, stained, ripped seats. And even worse, we were once again denied our preassigned seats and this time we were put all the way in the back in the very last two rows of the plane. We experienced turbulence and my wife, daughter and grandsons got sick. If they had honored our seat assignments, this would not have happened. This is very poor customer service, lacking any genuine concern for the passengers. Upon our return home, I wrote a letter to the Vice President/Regional Manager of our area and explained what a horrible experience we had on Alitalia. A claim was filed. Someone from Customer Relations called us. He apologized for our bad experience and offered a settlement of two electronic travel vouchers for 150.00 Euros each for my wife and me to be used at a future date. We told them we did not want vouchers, we wanted a monetary settlement.

There was no mention of any compensation for my daughter and her family. We asked why they were not included in their offer, and we asked for compensation for them also. The Customer Relations rep said he would check on this and get back to us. He never did. We tried reaching him in the Customer Relations Department but no one seemed to know who he was, no one even recognized his name! Some time passed with no word from Alitalia. We finally called the VP/Regional Manager in New York and spoke to her assistant, who said someone from Customer Relations would contact us by phone. The next day we received an email (not a phone call) from Customer Relations in New York saying that she was sorry but they were not able to offer additional vouchers, therefore they were denying our request. The people in their Customer Relations Department are just as inept and rude as the flight crew. They contact you once, then you don't hear from them for a period of time.

When you call them, no one seems to know anything about anything and can't give you any satisfaction at all. They don't seem to want to help you at all. We had a contract with Alitalia Airlines. We paid them $7738 for this trip in exchange for a pleasant flight on an actual Alitalia Airlines aircraft (not some old, broken down hunk of junk) with a professional, friendly crew taking care of the passengers. We honored our part of the contract, but Alitalia Airlines sorely failed to fulfill their part. We did not receive the service we paid for. We did not choose a discount airlines with cheap seats for this trip. We paid a good amount of money but did not receive the quality of service for the sum of money we paid. The ancient aircraft we traveled in on both legs of our trip, the rude crew, the incompetent Customer Relations personnel and the overall experience we had with Alitalia Airlines was definitely not worth the money we paid. We definitely did not get what we paid for. My wife and I will most certainly be returning to Italy. One thing is for sure, we will not be using Alitalia Airlines. In fact, we will never travel with Alitalia Airlines ever again!

However, Alitalia flight no. AZ327 from Paris to Rome was delayed for more than 2 hours. We informed the Alitalia office in Paris that we will not be able to catch our connection in Rome and the Alitalia representatives assured us that they will contact their office in Rome to inform them of the delay in order for the plane connecting flight to Cairo will wait for us, especially that we are a large number of passengers. And then they informed us that they already called their office in Rome and that somebody will be waiting for us to get us to the gates as quickly as possible as the gates are very far away from the place we will be arriving at.

When we arrived to Rome, we found nobody waiting for us and our connecting flight was boarding so we ran as quick as possible taking into consideration that we had small children, an old man and women with us and the distance from where we landed till our gate (H14) is about 15 minutes walking distance. When we arrived at the gate, the plane had just taken off. We then tried to contact the Alitalia officials at the gate to explain to them what happened and that they should have waited for us. They did not care and were very rude telling us that we have to leave this boarding area in 5 minutes and that if we have a complaint, we should go back to the Alitalia office at the departure area (which is far away) without caring of our situation and not even trying to comfort us in any way like offering a golf car or something similar, although the representative saw that we had small children, women and an old man.

When we finally got back to the departure area, the officer at the Alitalia office told us that they are not responsible for any promises given to us in Paris; and that the only thing they can do is to put us on the next flight to Cairo which was on the following day, meaning that in this case we will lose our flight to New York too and that they have no other solutions for us. They printed the new boarding passes which took them almost one hour and gave us papers for a reservation for a hotel in Rome without explaining where to go or how to reach the hotel. They closed the office while we were still standing at the office and told us that this is the maximum they can do.

We went out of the airport to look for the bus that will take us to the hotel. This was very late at night, almost reached midnight and it was raining and the small children, women and the old man had to walk in that rain to search for the bus. When we finally found the bus, it took us to a very poor hotel not suitable to spend the night there but we had to stay there till our next flight. When we reached Cairo, we waited for our bags but none of the bags arrived. As a result we had a very long and tiring trip. We lost our connection to New York and did not find any available seats except after 14 days from the original day and we have to pay a penalty for this and our bags were lost. I hope you take the suitable prompt action. Waiting for your reply and action. I have all the boarding passes and the lost reservations. If you need it, just send me and I will scan and send it back to you.

On July 9, my son (now 11 years old) and daughter (now 16 years old) flew from Chicago O'Hare to Rome and from Rome to Catania (CTA) with no problems besides the unbearable food. On August 2, they went to the airport in Catina. 90 minutes before their flight, they went to check in, and they flat out told them they are not allowed to leave. Keep in mind that we booked the tickets with Alitalia saying the correct ages, months in advance. After arguing back and forth with the Alitalia employees, they were told there was nothing they could do for us. They asked if just my daughter could leave because she is an "adult" according to Alitalia airlines - they said no. We asked if we could pay the unaccompanied minor fee - they said no.

After my father-in-law spent 7 hours at the airport trying to get another flight, no one at the airport would help him - not one single Alitalia employee. He was even called stupid by one of the employees for thinking he could rebook this flight. After being hung up on by customer service at least 10 or 15 times, he continued to pursue a way to get them on another flight. Then finally, they were rebooked after seven hours on a flight that leave on August 23! This is three weeks later! The children would miss school.

I've been to O'Hare airport three times in the past 48 hours, trying to get through with Alitalia representatives. No one has been of help. I got through to the head of Alitalia Chicago, and well, the head of Alitalia Rome gave the same answer: "I'll see what I can do, but there isn't much I can do." It's been three days since my kids were supposed to be home, and still, we have no luck. Flying with Alitalia is a big risk. It's the worst airline in the business. I won't be talking anymore in the future.

After returning to the UK, and via email only, we were told that we would only get 50% of our entitled money. I was absolutely devastated as I trusted the representatives. Fortunately for us, we hadn't gone shopping near the seven steps where the nicest shops were (the clothing my girlfriend buys back home) as we only wanted temporary clothing and toiletries (makeup, etc). After many, many emails and even one telephone conversation, we were still told that only 50% would be refunded. I was fuming but there was nothing I could do. Over the telephone, the lady I spoke to couldn't understand me properly and communications were terrible. I cannot understand for the life of me why Alitalia does not have a customer relations number for us to contact them on. Each email reply would take 10 to12 days and it’s just not good enough. I spoke to a member (not sure who) of the Alitalia team and asked if they could provide a number for me (as someone did call me once) and they couldn't do this for me.

In fact, one lady swore at me and said I'm wasting my time. I was even more angry now and just didn't know how Alitalia trained there staff. I couldn't believe it. I have, to date, not received half of the money they had told me they would "kindly" refund. This is still in the process and, in fact, I have just received a confirmation email saying it will be transferred "wahay". I am in general just disgusted with the lack of communication, lack of assistance and disrespect I have been shown with this fiasco. The honesty I placed in a member of the Alitalia team was tarnished when I returned home. I would like my other half refunded also, if not more compensation, for the nuisance and time it has taken to date.

When I got at the airport 4 hours before my flight, I was told that I am not allowed to fly and that I should have booked a special seat many days before. I spent almost two hours arguing and explaining to five different people and 2 desks/offices my problem with no luck in the end. I was tired from all the walking with my crutches from desk to desk. I was deeply disappointed and I wanted to burst in tears from my anger. It was not fair being treated like I was since I did what was necessary from my part in order to fly. It has been two days and I haven't got any news about my ticket refund, which probably I am not going to get. I really feel mistreated.

I called Alitalia customer service here in the US and they were the worst customer service that I have ever spoke with. They have no intention on helping you, they are rude and very unpleasant to speak with. I don't understand how this can happen and how their call center is not reviewed. Also, 2 weeks before my girls, my husband got stuck in Rome for 3 days because he missed his flight and he was asked to purchase another $2,000.00 ticket. When I called customer service, so at least I can pay the fee to change the ticket, there was no help at all. I was told not to call them back and their supervisor didn't want to speak with me. That was very rude and unprofessional, and they hung up the phone on me. I tried to call back and it looks like they have caller ID and they flagged my number, so they were not picking up the lines. Very unsatisfied and angry at that time. Never will I book any tickets with Alitalia! Never! My family had the worst experience ever.

Flying within Italy on our Alitalia connections was also a disaster. They lost our luggage in Rome; finally making it to our destination. However, the luggage arrived to Genoa airport on a Sunday and they called to say it had arrived, but there were no couriers on Sunday to deliver luggage. Again, did they fail to recognize they are in the travel business, let alone a customer service industry? They just didn't care that I had to spend another $50 and time to come back to the airport to retrieve my luggage.

When flying back to the US, the airport in Genoa was extremely slow in checking all passengers in, delaying the flight and almost made us miss our connection in Rome. Not only is the airline's inefficiency beyond acceptable, they charge exorbitant fees for baggage, and limit international travel to 1 luggage of 23kg. We had to pay 85 Euros for each oversize luggage (one which had 2 kg over), and then airport fees that bumped it to 95 E/baggage. Nowhere on the Alitalia website does it state that the passenger might be whopped with yet another fee, for which we must comply. Otherwise, our luggage wouldn't fly.

In sum, the entire fleet of planes is old; their entertainment systems inadequate (if they work!); the food is subpar; the extra fees exorbitant; and the customer service horrendous. It's no wonder they go bankrupt about two times a year and the government bails them out.

For instance, if you press the button for assistance while you're on the flight, I can guarantee you that the light will stay on until you land. Flight attendants will walk right by and pretend not to see when you ask for help. Try it if you don't believe me. Alitalia is a waste of money and will leave you feeling bitter about your travel/vacation experience.

I asked if I could be put up in a hotel and leave on the flight the next morning at a normal hour, since it was too much to ask to have the children travelling that long. They agreed and changed my tickets. They told me not to pick up my bags, that they would transfer them on the flight out the next morning. That evening I received another email that they would be leaving late on the flight I was on the next day and to call them. I did and they said it would only be an hour delay.

The next morning, I arrived at 6:30 am. The flight was being moved to take off, instead of at 9:30, to 6:30 pm. I couldn't believe it. I had specifically asked the evening before if there would be another huge delay and they said no. They lie. The woman at the help desk was the rudest, most obstinate, just plain disgusting people I have ever encountered in 22 years of transatlantic crossings. I have lived in Florence for 22 years and speak fluent Italian, so there was no language problem.

I fought with them for an hour as they kept refusing to put me on an earlier flight from another city. They said they were all full, all this without ever glancing at their computer, after the kids started making huge scenes and I was hysterical. They decided to put me on a flight to Newark and connect with American to Miami. I had a 3 hour layover in Newark which was fine. They then treated me terribly saying I needed to first go back to terminal 1 to get my bags since I never should have left them there. I told them their staff insisted I leave them as I could have used them since I had no clothes for the night. They said I had to walk to terminal one and get my bags myself then check them in. It was a 20-minute walk with 2 kids, but I just wanted to get out of there.

I went to the lost and found luggage (after having to pass through security in T1 which took a half hour). The lost and found told me my 3 bags had left for Miami the night before. They wrote a paper with the container number and name that supposedly the bags were in. And I had to run all the way back to terminal 3 to get on the flight to Newark. They left after 2 hours delay. I missed my connection from Newark and had to be put on the last flight out which arrived in Miami at 12 midnight. The flight was an hour late. And when I went down to the J terminal at Miami from continental terminal, there was no one in the lost and found.

The next day I called and called leaving messages, but no one called back. I went to the Miami airport again. The lost and found office was closed and locked, even though it was 4 pm and they close at 5:30 pm. I went downstairs to check in and talked to a guy doing check-ins. He called the supervisor who called a baggage person who then searched for my bags. But they were not in Miami airport. He took down all the info and did the formal report.

3 days before the flight, I received a call from an unknown number stating, “We are Alitalia and you have a reservation for 2 dogs, but we do not have a place except for one dog for the connection from Frankfurt to Rome.” I said, “Please find for me a solution since I can not do anything.” The woman said, “Ok, we will call you back later.” I went to the airport yesterday and I found out that my dogs’ reservation is canceled and there is no confirmation for the dogs. And after more than 4 hours of debating with the people on the counter, and after trying to call people everywhere, in the end they say, “Sorry, Sir, we have nothing to do for you, only one dog or nothing.” Then they gave me a different reservation on Air France after 2 days. I paid 153 Euros plus 30 Euros for the hotel and the taxi and missed 2 days of my work.

We are all standing here in our office in shock and want your Alitalia tape recordings. I have my entire staff, Melody our manager and my husband who all heard the speaker phone conversation also documented as well. So it will be very interesting to hear and share tape recordings. I have already discussed this defamation of character with my lawyer and your call center staff should seriously know that defamation of character is a serious action and he is very liable, stating false claims about an individual is illegal. I may also add that posing under different names, calling me back and leaving a message, which we have on record, as "Gerry the Alitalia Manager" was not very professional and does not put Alitalia in good standing. I am sure everyone will be pleased to listen at Alitalia.

I am a sterling professional and have worked over 25 years developing my name and business on the International market and would never, in a million years, drop anyone's name including yours for a discount nor anything else. It was not even a question. I did advise Gerry/Alfredo yesterday that I was not happy and already wrote a formal complaint letter to Elizabeth ** in NY who I knew personally. That is on record and again, I will be happy to share that. I called in for a Wednesday, November 23 change ticket, after going over some dates including: November 21 - Alfredo/Gerry said "the November 21 flight was only 1/4 full but the fare change was less". November 22 - Alfredo/Gerry said "the November 22 flight was a nonstop flight via Atlanta" and November 23 - Alfredo/Gerry said "the November 23 flight was 2/3 full but the fare was more, we confirmed Wednesday Nov. 23".

* Again, my travel date was wrong and my credit card charge was wrong (it was charged $379 three times). I called in immediately to go over both points but no one could answer me.

I have worked for 25 years in this industry and I will not allow an unprofessional Alitalia clerk to ruin my sterling reputation, as defamation of character is serious and is illegal. Alfredo/Gerry's unprofessional customer service is not acceptable. We are the largest incoming culinary tour operator to Italy and my staff would have never handled a case as such. And after this episode, I do not know if I will be ever traveling on Alitalia again nor referring customers as we always do. What happened with your call center is a disgrace on Alitalia and we are all shocked. I am requesting our November 23, Rome to Boston, with the fare change fee of $434 as stated by your clerk on Monday, November 14. We look forward to hearing back from you and looking for a solid professional resolution.

We had to spend the night in a hotel and had to pay for it and our food. Alitalia refused to put us on the next day flight and help in any way. We found out upon our return to the US that Alitalia had canceled our reservations and bumped us. They do not answer their phones or emails, we ended up a day late and $240 additional cost for hotel and food.

Someone should stop Alitalia from being able to operate flights to US. They lie, are rude and treat customers atrociously. We will never fly them again and I am still trying to get compensated . They need to be stopped!

On 01/05/11, we called a customer service supervisor and realized that we were mislead by Celebrity Cruise Line customer service and we will be able to leave the ship not earlier than 07:00 am, and we will not be able to make that flight AZ630 on 09/27/11 at 09:20 am going to Miami. We called Alitalia Airlines in less then 24 hours on 01/05/11 to change our flight to 09/29/11 . Your customer service representative told us that they can change the date, but there will be a charge of $200.00 per person. In our case it will be $400.00 in total.

We are asking you to please help us and wave $400.00 charge and change the date of the flight from Rome to Miami from 09/27/11 to 09/29/11 for the same time at 09:20 am. After all, it was not even 24 hours since we booked our flight. It is not our fault, we were mislead and trying to do the best we can to fix this problem.

We waited there for more than an hour as the entire Alitalia agents closed down the check-in stands and left. We were the only people standing there at Alitalia check-in. When the flight had closed, Ms. ** informed us that we were not going to be issued boarding passes and we would have to go to the Alitalia ticket counter to resolve this matter. In discussion with Ms. ** regarding not being able to get onto this flight, she rebutted by rudely saying "this is something the Americans imposed (overbooking), not Alitalia". To this I explained to her that in America, when flights are overbooked, the airlines ask for volunteers to give up their flight. They do not just choose people randomly, subject people as victims to this atrocity.

We were then told by Ms. ** that we would have to walk with all our luggage over to the Alitalia ticket counter. We informed her that we would only do so if she were to accompany us and so she did. Upon arrival to the ticket counter, Ms. ** spoke to ticket agent Francesca **, in Italian for a few minutes. After the conclusion of their conversation, Ms. ** just walked away from the counter without saying anything to us. Ms. ** was not friendly or empathetic in any way whatsoever. Rather, she was extremely cold and stiff, barely making eye contact with myself or my companion. Ms. ** took a few minutes typing on her computer, only to tell us that there were no other flights out of Rome that day. No other flights out of any city in Italy that day and no other connecting flights out of any other country that day.

In summation, there was absolutely no way to leave Rome that day. When we protested and said we wanted a refund, she said she would gladly refund us the money and let us go buy another ticket from another airline. In essence, leaving us totally stranded in Rome! According to her, if there were no other flights leaving Rome on any airline, how could we possibly buy a ticket from another airline? It is impossible to believe that there were no flights out of any other connecting city that could return us back to New York City's JFK airport! JFK is a very busy destination and surely, there must have been some flight from Rome to another city in all of Europe that would have been going back to JFK. This is an outright lie.

We asked to speak to a supervisor. This was when Marco ** came over to speak to us as well. I have no idea if he was a supervisor as he did not identify himself and his status to us whatsoever. Mr. ** again reiterated that there were no flights out of Rome or any other city, in any other country, on this day. We asked him if he could please show us on the computer screen where it says this to show us the flights were booked, so we may see with our own eyes and he refused to do this. We asked if one of us could be seated in the jump seat, he refused. We asked if we could be in a business class, he refused. Mr. ** told us that we would have to take the same flight on the following day (10/2/11) and that Alitalia would house us in a hotel and provide meal vouchers. Ms. ** also told us that Alitalia would provide myself and my companion 600 Euro compensation for this ordeal and they would contact us in 7-10 days to receive the money. She had us write down our contact information for Alitalia to contact us. It has been three weeks now and neither myself nor my companion have been contacted by Alitalia to receive this money.

As this conversation was happening, I was writing down Ms. ** and Mr. **'s name into my phone when Ms. **, without even looking up to look me in the eyes, took her name badge on her jacket and shoved it forward closer to my face while raising her voice to say "Is this what you are trying to look at? Here you go". To which I replied, "thank you, I already have your name written down". Given no other viable option, we succeeded to this. Ms. ** told us to go downstairs (with all our luggage), to go to bus stop number 11, to take the free shuttle to Satellite Palace Hotel. We were not given any other better instruction than this nor were we escorted down to the bus stop. We went downstairs as advised and did not see any signs for bus stop number 11. We went towards the right, asked police officers and they did not know. We went towards the left, asked other bus drivers and they did not know. After 30 minutes of walking back and forth and being lost in 85 degree hot blazing sun (to which I had a sunburn from previous days) with all of our heavy luggage, we finally were able to find the bus stop. It was completely in a remote location and several minutes walk from the airport. Upon arriving to the bus stop, we saw the sign that it only leaves every hour and we had just missed it by 10 minutes so would have to wait another 50 minutes for the shuttle.

At this point we were hungry, hot and exhausted and felt under duress to take a taxi cab to the hotel. We hailed a taxi and told him the name of the hotel. The taxi cab went the wrong way, going away from Satellite Palace hotel and had to turn around to go back to the airport and then onto the correct direction. It should have only taken 10 minutes to get to the hotel and it took one hour and cost us 30 Euro, which we had to argue with the driver or it would have cost much more. Satellite Palace Hotel is no palace at all. The room was dark, dingy, gross and smelled of urine! The light outside the door in the hallway was broken, so it was completely dark and we could not see to put the key into the door.

Once opening the door, since there was no light in the hallway, we could not see how to turn on the lights in the room. We had to ask a maid to come over and help us. The light over the bed in the room was blown out and not working. The room was so dark it was not possible to read in the room. There was no safe to lock valuables in. There were no plugs to plug in phone chargers. Again, the room smelled disgusting of urine. The TV didn't work. The meals at the Satellite Palace Hotel were disgusting, gross food. This hotel is a place where all passengers who are bumped from their flights are sent.

The next day, we decided to go to the airport four hours early. On the shuttle bus back to the airport at 10:00AM, I met several people (Americans) who had just been bumped by Alitalia in the morning. They refused to even get off the bus because the Satellite Palace Hotel was so disgusting to them. Thus, they were riding the bus with me back to the airport. These people all told me that Alitalia had told them the same thing, that there was no flight out of any city to get them home that day. It was impossible to believe that at 10:00 in the morning, there was no flight available to reroute these people. This, absolutely, must be a scam on Alitalia's part.

At the check-in gate on 10/2/11, when we checked our baggage in, the Alitalia agent was somewhat empathetic with our situation and said that she would mark our luggage priority and put the priority sticker on it. Baggage ticket: **, **. Getting through Rome's FCO airport security was horrendous, with multiple long lines, which took at least one hour. After that line, we then had to stand in passport control line which was also heinous, with several never-ending lines. Finally, once clearing these two lines, we were able to go to our gate to wait for the flight. At the Alitalia gate, which was round, there were only about 6 chairs available for anyone to sit in to wait completely uncomfortable. Thus, we stood around the gate like everyone else. The gate was then changed at the last minute and everyone had to rush over to the other gate and stand around.

The Alitalia gate agents stated they were now boarding the flight. They did not state who was boarding, in what order, or what seats were boarding first. Thus, everyone rushed around the gate and swarmed the entrance to board. It was completely disorganized and confusing. The Alitalia gate agents then started to yell at people that they were in the wrong line and the people at the front of the line had to go to the back of the line on the other side. When these people complained to them about not knowing, the gate agent said "can't you read the sign?" and pointed to the small sign that said business class. The gate agent then took the stretchy cord and shut off the line right in front of the people's face, not allowing them to board.

When boarding for myself and my companion finally occurred, again I had to show my passport to someone and then was asked for my bags to be checked, to which I complied. After this, we then had to walk down a large flight of stairs and enter a very crowded and hot bus. We had to take this bus to the airplane, get out and then (with all carry on luggage) walk up a flight of stairs to the Alitalia airplane. Once on the airplane, it was extremely hot. There were no air vents to provide cooling. My seat had duct tape on it, taping the armrests together. The controller on my seat was broken and my movie kept starting over and over again. The food on Alitalia was just disgusting. I did not eat the food and actually spit it out. It took one extra hour for the flight to board and leave Rome's airport. The flight took an extra hour in the air since there was a storm to be avoided. Arriving at JFK, it took an hour for the plane to find a gate to deboard the passengers. It took more than three extra hours to get to JFK than was supposed to.

In baggage claim, I watched as all of the priority luggage came down the carousel. Our baggage was not with them. We waited and waited, as all of the normal baggage came out on the carousel. Our baggage came out nearly last! My baggage was a brand new Delsey hard case 26-spinner luggage I had purchased and never used before this trip, cost $450. I bought it specifically for this trip. Upon seeing my baggage came off the carousel, it had a huge tear in the front of my luggage.

In summary, we booked a flight through Expedia.com on Delta to Italy and the return flight was operated by Alitalia. Alitalia overbooked this flight and bumped us from this flight. Alitalia refused to put us on another flight that same day, forcing us to stay one night in a disgusting hotel. We believe this is a scam by Alitalia as it was impossible to believe that there were no flights from any city on 10/1/11 to New York's JFK airport. Alitalia seems to only inflict this punishment only on American citizens as I did not meet any Italians at the Satellite Palace Hotel or on the shuttle bus to the airport. The customer service by Alitalia agents was abhorrent. The lodging and food provided by Alitalia was putrid. Alitalia did not request volunteers to be bumped from this flight, but rather just chose us and forced us to be removed from this flight. They lied to us, telling us that no other flight was available from Rome or any other city, in any country. What a lie! The next day, I met fellow Americans who were also told the exact same things and these people confirmed again that no volunteers were asked to give up their seats, but rather they were chosen and forced to stay.

Furthermore, we have never received the 600 Euros promised to each of us by Alitalia as compensation. Also, my brand new luggage of $450 was destroyed on Alitalia when my luggage was marked as priority. Expedia should know this atrocity is happening daily to people who book through their website and thus, should no longer do business with Alitalia. Delta Airlines should know that as an American, I booked this flight through you, an American company who I have faith in to treat me well and you subcontract through Alitalia, an Italian company who is treating your compatriots scandalously. I urge Delta to no longer do business with Alitalia. Airlines in the United States ask for volunteers to give up their seats on overbooked flights. Alitalia does not do this, they forcibly prey on Americans to bump them from overbooked flights. Then they lie to these people, telling them there are no flights out of any other city to get them home. This is a nasty scam.

I will never fly Alitalia as long as I shall live and I shall make it my urgent work to spread the word to let everyone I know, who will hopefully tell everyone they know, and they know what is happening to fellow Americans when they fly Alitalia. A scam.

Alitalia planes were all filthy dirty with worn out seats, earphone jacks broken, disgusting drop-down food trays and bathrooms that never get cleaned. For the entirety of the 9 hour flight, the gagging from odors of piss and ** and people leaning and bumping into you was unbearable. The long distance planes were extremely noisy. The flights were very uncomfortable both ways.

I have called (you can't get through to anyone) and emailed. I'm told that they mailed a check in July and they're waiting for it to be returned by the post office. Obviously, it is lost in the mail if they even sent it.

Two weeks ago, they said they'd put a stop on the check and issue a new one but I still haven't received anything. Shame on them!

We received the fax from our travel agent with the confirmed flight, and he had made sure to get her wheelchair assistance. When we checked in at Palermo, the lady at Alitlia told us that my mother's flight from Palermo Rome was fine, but someone else had confirmed her flight to Rome to Toronto, and got her boarding pass. She stated that it was given to a group, but insisted that it was probably just a computer glitch and would be fixed at Rome. She said that wheelchair assistance would take care of us, and bring us to get a boarding pass. So off, we went.

Our flight arrived on time, and we had one and half hours until our flight. I explained everything to the assistance people, and all they said was not to worry. We were sent from one place to another and another, and another; just to be told to sit and wait, and there was no problem. Everyone they sent us blamed me for not having my mother's boarding pass, no matter how much I explained. When we finally got to Alitalia Flight, the lady told the gentleman who assisted us that they were no longer taking wheelchair assistance at this time, and they were ready to close the doors.

Again, I tried to explain about what happened with Alitalia in Palermo, and the lady told me that she did not care what they said in Palermo because Rome is an international airport. When she first looked at the computer, she told me that my mother should not even be on this flight. When I showed her the fax, they started scrambling for her boarding pass. They told the wheelchair assistance person that she did not have any assistance, and to drop her carry bag and go. They managed to get her a boarding pass, but told my mother that she did not have any assistance and that she had better start walking if she wants to catch the flight.

So, I took her bag and her arm and walked her down. This is an 82 year old lady; in one week time had her life completely turned upside down, and was dizzy and not well most of the trip. I spoke to my travel agent to once again confirm that she had wheelchair assistance, and he did. I am just glad she did not fall and break a hip or something. To be honest, I would probably rate that trip as minus a star. By the end of that trip, neither one of us was well. I ended up at a walk-in clinic the day after.

Giulia is 18 years old. This is her first time flying alone. She was to start college this week. The consequence is losing the whole semester of school. She has special aid assistance from the government. This will also be a problem re-establishing if lost because of her absence. She is very upset and scared. This is affecting her stability. Please help us in contacting the airline to book a flight for her return. My family is not economically fit to purchase a return ticket for her. If we need to pay a penalty, we will. Alitalia Airline's "customer care" phone number is unreachable. There is no office to contact in Los Angeles.

The round trip ticket from LAX to Palermo was purchased by a friend from Italy as a gift for my daughter's high school graduation. The travel office she purchased the ticket at will not do anything to help. They claim the ticket is lost. My husband was informed Alitalia Airline could upgrade the ticket. He spoke with a representative referred to him by a friend (no longer reachable). They will not book a flight because they claim they have no availability in her class. So, we are left waiting. And my daughter is upset. Please help us understand what we can do to file a claim and get assistance for Giulia.

**

After 2 hours, we finally reached the check-in desk to discover that although we booked our ticket in September, it had somehow become a standby ticket. We could see that other passengers were also having difficulties checking in and the process was taking a whole lot longer than usually necessary. Frustrated and worried about what the rest of the day experiences with Alitalia might inflict on us, I asked about the transit prospects of our luggage.

What will happen to our luggage? Will it still be in Tel Aviv if we miss our connecting flight? "Oh yes, sir, no worries." was more or less the reply. Even at that point, I wasn't at all convinced. Eventually, we were re-issued tickets and boarding passes. However, we were not seated together which caused yet more frustration. After all that mess, we made it to the plane, and once everyone was sitting comfortably, we took off 2 hours late which, inevitably, led to us missing our connecting flight in Rome to Tel Aviv.

When arriving in Rome, we approached the Alitalia help desk and were told the next flight to Tel Aviv with Alitalia would be 9 hours later at 22:00. The guy, who was less than apathetic and appeared to be counting down the minutes to the end of his shift (which we found out was soon), said that there is nothing he could do and merely told us the next flight time and left it at that. Still worried about the whereabouts of our luggage, we asked where it was. He checked our tickets and told us that the luggage would be on the same flight as us. They will be in Tel Aviv when we arrive.

Then we asked him (not him offering on behalf of Alitalia) about what we were to do about survival in the terminal for 9 hours. Eventually he issued us with food coupons as though we were refugees in a detention camp. The meal we were allowed was hardly enough to keep a bird alive. And when we asked at the desk for more in *Oliver Twist" style, they said no. The hours passed slowly, and the flight we were waiting for finally arrived. However, yet again, Alitalia managed to stuff something up in their ticketing system. We saw many passengers queuing at the desk to sort out what appeared to be mistakes. And of course, there were also missing passengers from other connecting flights. Yet again, we departed 30 minutes late.

We arrived in Tel Aviv at 03.00, and after going through Boarder Control, we waited at the carousel for our luggage. It wasn't there. So we went to the Baggage Desk, and they told us that all we could do is lodge a lost baggage report, which we did. Again, we weren't told anything about emergency money, until we asked for it ourselves. This was after 03.00 in the morning, so all we wanted to do was get to our hostel in Jerusalem as soon as we could and get some sleep so we could start our holiday.

The next 4 days were an uncomfortable nightmare. Not only had we already wasted over 10 unnecessary hours in transit which could have been avoided, we now found ourselves in our destination without luggage, toiletries, medication, hygiene items, and clothes! Every day, at least twice a day, both we and our hostel manager attempted to get in contact with Alitalia on the phone and... nothing! It was just a recording. And we were asked to leave a message, which we did, but no one called back for 4 days! We also send an email to Alitalia in the UK, on the 25th of December, for which we only received an automated reply and still, there was no follow up.

We wasted hours of precious holiday time, waiting in the hostel until the Alitalia help desk office opened to hear this stupid recording. And we also had to waste valuable time looking for and buying clothing and toiletries. Not knowing where we stood (having not being able to get in touch with anyone at Alitalia), we also were forced to wash certain clothing in our sink by hand. 3 days into our holiday, we were telling a shop keeper from whom we were buying some clothing about our plight, and she offered to attempt to contact Alitalia. She spoke Hebrew, so she could understand the Hebrew prompts on the message system which sounded like they were different to the English. She managed to get hold of someone straight away.

I spoke with the operator and learned that one of the bags was finally found and on it's way to our hostel. My other one was still missing. But coming back to the hostel that evening, there was another letdown from Alitalia, because there were still no suitcases.

However, finally after a day out on the fourth day, we came back to the ostel to find both our luggages in the reception. But, it doesn't end there! The driver Alitalia used to send the luggage to the hostel refused to take them to the door, and the hostel manager had to walk all the way down to the main road outside Jaffa, Jerusalem, to retrieve them. But wait, there's more. Both cases were battered, particularly Karina's one.

Despite the trauma, stress, and a lot of lost time caused by Alitalia, we kept our chins up and got on with the plans we had been making about our trip. We just got on with our holiday. When it was time to go home, both Karina and I were happy to be going after a busy and exhausting trip. But we are not looking forward to sitting on another Alitalia plane. Again, both the Tel Aviv flight to Rome and the connecting flight to London were both late.

When arriving in London, one of the suitcases was unrecognizable--no handle at all, very dirty, and had a broken wheel. So there was more wasted time to try to deal with that.So in summary, More than 15 hours of lost, wasted and ruined time. Over 100 of unnecessary expenditure due to having to purchase extra clothing and toiletries (we have receipts for some, however, because of the ways of shopping in Israel, it wasn't possible to get receipts for everything. We also spent quite a bit on phone bills. Both mobile and pay phones. Not to mention the stress and absolute frustration at such incompetence.

I expect someone there to reply to this letter with the excuse that it was Heathrow's fault for all the delays. But we could see other airlines coping just fine with the disruption. And besides all that, it was just all the crap subsequent service which followed which left the most bitter taste in our mouths.

Obviously, the person I've discovered it from was another sales assistant, in a same kind of Duty Free. So then afterwards, I got to my boarding gate to Cagliari (3 hours spent since my landing, looking for a ** Alitalia flight steward). While waiting (my flight was obviously late), I've met a really old but lovely woman from Paris, traveling on Paris-Rome-Cagliari. This lady didn't get to the check in before and shouting, the stewardess went for, “Qualcuno che parla francese qui? Signora, non parlo francese vada al primo piano a fare il check in.” Another woman from behind said, “Then signora, premiere etage.” The flight assistant then left her saying nothing but just talking to the other customers.

It’s been unfair. The poor lady then left to the first floor, wondering what was wrong (because nobody explained her nothing). When I first passed through the boarding gate, the lady didn't say even hi or hello, nothing. She took my boarding pass and I said thank you. She looked at me and said (still shouting, obviosuly): “Graziee arrivederci." I felt like an idiot, it isn't because I've been speaking to you in English that you've got to answer in Italian giving me a look just like saying you're Italian on your passport, don't you speak Italian.

You see, now I do not only pay more than easyJet for a flight to Sardinia, I also have to listen to the flight assistant asking me to speak Italian to them. Ridiculous. When I'll get my flight back to London (if I decide to be treated like rubbish by Alitalia Customer Service), I'll be flying via Milan, I hope it will all get better. Because now as it is, I am not happy with the flight I've done.

First, we decided to fly Alitalia for one reason and one reason only. That reason was that they fly Boeing 767-300 aircraft out of Toronto to Rome and that aircraft has its seating configured 2-3-2. We only purchased tickets after first checking the positive availability of seats with no middle seat so that myself and my wife could at least be minimally comfortable crossing to Rome and back. To make certain of our seating, we bought the tickets 6 months before the flight. This also meant driving for 3 hours from our home in New York State to Toronto Pearson Airport.

On the flight to Rome we were given our assigned seats. The seats were worn out and broken (you kept sliding forward and off the seat) and the food defied anyone to eat it. When we checked in to come home 2 weeks later, the counter agent informed us that our seats had been moved and we were now in the middle aisle and in fact in the middle and aisle seat of the middle aisle. We asked that this be changed back to our assigned seats and were told that this was not possible but that we should talk to the gate manager.

We did that and were told again that she was very sorry but that our seats had been assigned to people part of a group and that she could do nothing for us. Thus, we found ourselves far back and in the middle aisle for the 9 hour flight. Our seats were both worn out and broken. I think every seat on these very old planes are broken.

Again, the food stunk to say the very least. There is no order what so ever at Alitalia's departure gates in Italy with everyone pushing to get on the bus that takes you to the planes (I guess they have yet to hear of jetways). We had thus wasted out time and money in the trip to Toronto as we could have flown to New York City and then had a wide variety of airlines available to get to Rome.

The one interesting aspect of the flight was as the wretched old plane touched down in Toronto, there was wild happiness and cheering. I was not sure if it was for the landing (which was bad but did not kill us all) or for the fact that we could not get out of the mess that was this Alitalia plane. What a joy.

At one point, I was offered a compensation of $100 for the claim I submitted, which totaled to almost $1,000. Obviously, I declined, and that was the last I heard from anyone on the matter. I would like to know what the status is of the lawsuit, and if I'm entitled to anything. I can only assume that there are dozens of clients wondering what the story is, and how to go about posting their claim. My original claim was **, and despite numerous calls and inquiries, I have received nothing but brush offs from employees that either seem too disinterested enough to check or don't know how.

We waited in line for the 4 Alitalia agents to rush through the passengers for the 7:20 am. All the while the agents would take turns leaving their stations to confer with the 'Boss Lady' in her office across the airport. The lady agents love walking back and forth with head in the air like divas on a catwalk in those cheesy green skirts and uniforms from 1976. So we got to the front of the line at 8 am. I asked one of the 2 idle agents if they can check us in. He asked, “Are you here for the 7:20 am flight?” I said, “No, the 8:20 am flight.” He said, “No, it is too early and went back to texting on his cell.

Eventually, at 8:20 am, we checked in with another diva agent, now the problem came when we hoisted up a child car seat on the scale. She asked, “What is this enormous thing?” We said a car seat. She said, “You have to pay for extra luggage.” We are shocked because we were allowed to bring the stroller and car seat for free all the way there with Air Canada. She said their rules are different. Needless to say it got heated. She got all ** and made a few calls, still no idea who is right. She then left the station and went to her 'Boss Lady's' office. Then came back and typed a little. We said, “We are going to miss our flight.” She said, “No, you are not going to.” Then she got up again and went across the airport to find her 'boss lady' at the cafe, we were watching her saunter around the airport without care in the world. Then she stopped to answer a few questions with the passengers in line.

At this point I realized she was flexing her weak puny 'government employee' muscles and we were going to be screwed. When she came back, I said, “Fine, here is the €50 for the car seat and another €50 (€50 x 2 = €100) for my mother-in-law’s and aunt’s 2 extra luggage. We got our boarding passes. It was now 8:40 am. We head over to collect my mother-in-law at the 'waiting for a wheelchair' room along with all our carry on luggage. At that moment, the nasty evil 'boss lady' named Rosa walked by and said, "Look at all these carry-on luggage! Eight pieces for 4 people and a baby; you can't bring all these on the plane. You are all getting pulled off the flight.” As she scampered into her hole of an office, I decided screw it, I want to get out of here and catch our connecting flight in Rome to Canada.

We zoomed through security and got to the gate. It was 8:50 am. The baggage handlers were rummaging through the cargo area on the plane for our luggage and we were told we had been taken off the flight. It left at 9:10 am without us. Wow. It gets better. My wife, furious, left me with our 22-month-old and 3 pieces of carry-on at the gate and she took off with the aunt and mother in wheelchair. She stormed into the 'boss lady's' office and said, “Now what? You owe us compensation.” The 'boss lady' said, “It’s your fault with the 8 bags of carry-on.” They bickered back and forth, my wife had to go to the 'lost and found' area in baggage claim to haul out our 7 pieces of luggage, dragged them back to the 'boss lady' office.

The 'boss lady' said, “I have work to do, I can't help you.” My wife responded, “This is your job, get us on a plane.” She responded, "I can't spend all day." My wife then said, "You will take as long as it takes to get us out of here!" More fighting, then she got back at the end of the line and checked in again. She showed up eventually and said we are on the 11:30 am flight. We got rushed first in the plane with our 8 pieces of carry-on (which consisted of 3 roll type luggage, 3 tote hand bags, laptop bag and 2 shopping bags). This time the 8 pieces were okay. We now missed our 11:35 am Air Canada flight from Rome to Toronto.

In the end, the 'boss lady' named Rosa along with the check-in witch, flexed their muscles and 'showed us who was the boss'. They were the bosses. They call the shots and we ** them off. So they spited us. Alitalia is full of spiteful and mean-spirited women, evil like I have never witnessed before. If we were flying Alitalia from Rome to Toronto, I bet this story would not have occurred. We had to stay in Rome overnight. Hotel cost was €400 plus meals, then 4 x $150 change fee with Air Canada and we missed 2 days of work. I will write demanding that those two wenches be fired. They have no care for the passengers or Alitalia (how much did that cost them, to stop a plane and yank out our luggage). I know a letter demanding compensation is useless. They don't have any money to even operate those 40-year-old bad planes or upgrade those uniforms from the ‘70s.

Entering their site then and even now, I see that there are seats available at the requested dates and hours! As a frequent traveler of Alitalia, I am totally disappointed and frustrated. Does this program they advertise even exists?

When I checked online to see the cost of one way tickets from Toronto to Rome with 2 days notice at various times of the year, I found that they were below $2,000 each. So how does Alitalia justify charging twice as much during the ash crisis. It is very unscrupulous and unethical. I want them to reimburse at least half the fares to my insurance company who compensated me. This is one of the reasons insurance rates increase and everyone suffers!

I had to withdraw over $10,000 from retirement savings, losing interest on my investments, to pay for the extra tickets. While I was reimbursed, the costs for the insurers result in increased insurance premiums. Emotionally it was like being held hostage, having to pay outrageous fees to have a holiday that was half over when we got there.

Here I am 1 month later, no clothes and numerous calls to Alitalia with no avail. I went to Tel Aviv's airport twice to talk to them. They couldn't find it anywhere! I went on their ‘World Tracer’ lost baggage web page and it seems they ‘Have no record of that claim’. I've checked before and it seems as if they just deleted it. I wore the same pair of pants for weeks. Nobody cared. In addition to clothes, I had shoes, books, and some electronics in there. Awful airline. Numerous calls, emails and person to person contact. I don't care how cheap they advertise their fares. They'll get the difference back by taking your stuff. Easily 1500 dollars worth of lost items, probably more. I have to buy all that stuff again before going back to school. Who has that kind of money lying around?

Arrived Rome for 10AM flight to Boston and already said delay to 11AM. That 11AM turned into 11:45AM with no explanation "tech problems". That 11:45AM resulted in approx 12:45PM departure due to having to "change two tires" and not once did they announce that meals or snacks could be gotten free due to delay and policies, one had to ask and complain! Never again! This was not first time of shabby treatment! In-air flight was okay but ground operations were horrible. We then learned that prior flights out of Boston and flights after ours had similar continuous delays. Our friends flew Swiss and arrived/returned exactly per schedule. Extreme fatigue from having to get up very early and then having to wait, wait, wait...Long

After two days in Florence, and several phone calls, no bags. Most frustrating was the fact that we were never actually able to successfully communicate with a customer service representative. Although we called both the US and Italian numbers, we were met with recordings, dropped calls, and referred to the airline's website. When trying to track our bags via the website, the World Tracer program the airline uses was not updated; it ran days behind.

After being hung up on many times, a concierge was finally able to reach a Customer Service agent who told him our bags would arrive at our hotel in Rome by 3:00 that day, that was 5 days into our trip. We waited and postponed our train ride to Naples/Capri as a result, 6:00 PM -- still no bags. When we called again, the agent stated the bags were given to a courier and it was out of Alitalia's hands, and there was no way to know which courier company was used.

When I tried to locate the bags again via the World Tracer site, the account was closed. I never received my bag while on my vacation, and to this day my suitcase is still missing, and the Customer Service line at Alitalia is a recording, stating, "due to the large volume of calls, we are unable to answer". I have sent via FedEx all receipts and filed a complaint with the Airline, still no response. I am seeking $594 in purchased necessities/clothes, and $3,290 to replace the items in my suitcase. I am not hopeful.

Alitalia demanded 70.00 Euros to put her an another flight which she did not have and they sent her away without help. She was able to contact us by a phone with a phonecard which she purchased with her last money and let us know what happened. We called Alitalia customer service at 1-800-223-5730 but they were unable to give us a direct phone number to the desk at the Leonardo da Vinci International Airport in Rome, Italy to resolve this, and they claimed that this can only be resolved directly at the airport. We spent 6 hours on the phone before we were able to get her on a flight for tomorrow July 7, 2010. Any number we reached, we were not able to locate one person who can speak English and can help us.

We had to wire her money via Western Union so she could pay the difference even so it was not her fault that she missed her flight and eat and have a drink. Meanwhile, she is stranded at the airport without support until tomorrow morning with none to talk to about anything. All scared. We have no way to get in touch with her. We made countless international calls and ran out of options. Alitalia failed to guarantee its passenger's safety. It took us hours trough Airport security (the only place some employees speak enough English) to even let her know that the money is on the way and her flight is tomorrow. We were able to find out somehow through the 1-800 number that they never put her luggage on the plane for today. consequently, they knew she will not make the flight.

Not even a minute later, they finally announced on the microphone that, yes, we are making an emergency landing in Montreal. I'm not sure what took so long for them to tell us that we were stopping there because we had already dropped a lot of altitude with no warning of what was going on. No one felt comfortable and we all felt uneasy with the flight. When we finally landed on the ground, the pilot landed going way to fast and had to slam on the brakes with all of us smashing into the seats in front of us. When we finally made it to Toronto we also landed the same way.

Never will I want to fly on Alitalia again. It has been the most insecure feeling I have had while on any plane.