Alitalia Reviews
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About Alitalia
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Alitalia functions as a full-service airline providing passenger and cargo transportation. Founded in 1946, Alitalia offers premium and economy cabin options. Alitalia operates out of its hub in Rome, connecting Italy to destinations across Europe, the Americas, Africa and Asia.
- Competitive pricing for tickets
- Frequent flight schedules
- Comfortable seating on some flights
- Poor customer service experiences
- Frequent luggage handling issues
- Delayed flights and cancellations
Alitalia Reviews
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Reviewed July 27, 2010
Being Italian and bilingual, we decided to fly Alitalia from Boston to Rome to Catania. Big mistake. At least a 2 hour delay departing with no explanation. On return, we were told to be at Catania airport 2 hours before flight to Rome as it was an International connection. We arrived 2 hours before only to find the airport deserted, nobody at counters, not a single Alitalia agent! They finally showed up 1 hour before flight.
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
Reviewed July 13, 2010
On a recent flight from LAX to Roma/Fiumicino, I flew Alitalia Airline Business Class with my girlfriend. Upon arriving in Rome, our bags were missing. I filed the Property Irregularity Report with the Alitalia baggage claim agent, and provided my full itinerary, so that the bags could be sent to any hotel on my trip. I was assured by the agent our bags would most likely arrive in two days.
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.
Reviewed July 13, 2010
My family of 5 was also not allowed to obtain seat assignment for our flight from Rome to Chicago, since it was booked through Air France. I had a meltdown in the Rome Airport when the staff told me that my 8-year-old had to sit by herself for 10 hours. There was nothing that could be done. My entire family was scattered throughout the plane. My husband had to remove me from the area because I was so upset. Are you kidding me!? We had to beg other passengers to move so that my 8-year-old could sit with me. My other daughters, 11 and 13 were also seated apart and my husband was in the back of the plane. Avoid this airline at all costs! It is not worth the emotional stress of dealing with an incompetent airline.
Reviewed July 8, 2010
Although they sold me 5 expensive tickets from LA to Italy and back, they were not able to give me any seat assignments for the return trip because the airline flying back from Italy was actually their "partner" Air France and they don't have access to Air France's seat system. When I called Air France, they couldn't give me a seat assignment because the ticket was issued by Alitalia and they don't have access to Alitalia's system. How wonderful. Not. It seems to me that if they cannot fulfill the reasonable expectations of their customers, the folks at Alitalia shouldn't be selling tickets! If they can't link up with their "partner" airline then they shouldn't use their "partner" airline to book a route that they hold themselves out as being able to service.
Reviewed July 8, 2010
My step daughter left BUD July 8, 2010 On Alitalia 7525 7:15a.m. local time and was suppose to get on a connecting flight to Newark at 9:50a.m. Her flight was delayed a few minutes, they had to wait to dock and disembark then were taken by bus to the next flight location. By the time she got to the plane it was gone.
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.
Reviewed April 19, 2010
For the second time this year, I flew into Rome and Alitalia lost my luggage. The first time for four days, I picked it up at the airport the day I left. This next time, I was transferred to them unexpectedly (I swore I would never fly them again) and they lost four bags. We are now on our third day with no word from the airline. Worst part again--they don't give a **. Absolutely no effort to respond to emails, calls, anything. Even the Italian joke about the terrible service--run down planes and horrible service. It is embarrassing to be an Italian.
Reviewed April 19, 2010
When my school traveled from Rome to Toronto, we had a very uncomfortable flight. The flight attendants were all sleeping at the same time, only once did they come clean up half the garbage from the plane, there was **** on the magazine in the seat pocket in front of me, and we had to make an emergency landing in Montreal because of someone having a heart attack. When one of the passengers asked if we were landing in Montreal (since we were losing altitude fast with no warning of what's going on), the flight attendant said no, we are not landing in Montreal.
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.
When we were getting off the plane, I looked around at everyone else's seats and there was garbage all over the floor and seats since no one came around for them to throw out their trash. I know it is not easy to keep the seats totally clean, but never have I seen such a mess on a plane before. Mid way through the flight, I looked at everyone's flight attendance light and almost half of them were on. I waited for a flight attendant to come see what their problem was, but not once, on our 9 hour flight ,were they looked after. Also, on our flight they only came around once with drinks, and after that, we had to go to the back of the plane and help ourselves. Eventually, the group I was with just grabbed bottles for ourselves since no one from the plane cared what we did.Never will I want to fly on Alitalia again. It has been the most insecure feeling I have had while on any plane.
Reviewed Feb. 19, 2010
After going through the lengthy paperwork process for bringing a pet overseas, this is not the kind of problem you need! The airline personnel twice assured my husband by telephone that he did not need to buy a cage for our dog and that he could rent one from the airline for $40. When he arrived at the airport, the folks behind the desk said they knew nothing about this and our dog was refused admittance on the plane. We then had a choice between missing our flight or abandoning our dog.
Reviewed Dec. 28, 2009
Basically, the flight was awful and they lost our luggage. The flight was from Rome to Toronto and the stewards didn't attend to the passengers. The aisles were full of garbage and my fiance had a seat, which was completely detached from the frame of the seat! Our one of four bags were ripped to **. The whole front zippered pouch was ripped off and another bag was lost for 2 weeks! When they found our bag, it had never gotten on the plane to begin with and was sent to Toronto. It took 2 days to finally be sent out to our home for delivery. I will never fly with them again nor will I recommend them. I want to be reimbursed since it was over the Christmas holidays and I had coats, shoes, boots and gifts in the lost luggage. Thank God I was home for 3 weeks so I could get it back. But I am afraid to fly home with them. What if they lose my luggage again?
Reviewed Oct. 4, 2009
Reviewed Aug. 21, 2009
Alitalia lost my bags on a flight from Italy to JFK Airport in New York 10 days ago along with approximately 10 other passengers'. The individuals at the Lost and Found in JFK were slow moving and generally rude to myself and the other passengers who were in the same situation as me. When I tried to call the number I was given to check on my bags, no one picked up and I have left several messages with no return calls. When I tried to call a different number where I could get a human being to speak to, they hung up on me and refused my request to speak to a supervisor. So far, the Alitalia website indicates that they have not found my bags. I will never, ever fly Alitalia again. They do not care about their customers at all. I have found many other similar complaints on the Internet and have no faith that my bags will be found.
Reviewed June 20, 2009
I booked a flight on Alitalia. They spelled my name wrong. I am traveling USA to Italy, and they will not fix my last name on the e-ticket. They told me I have to buy another ticket. No other airline that I know of would do this. It was their mistake, as I certainly know how to spell my last name. I am ready to can the whole trip of which I would lose thousands of dollars because of this huge ridiculous problem.
And nowhere does it say on the e-ticket that if a name is misspelled, the ticket is non-changeable. And on the e-ticket, there is a website to review their policies and that link is broken. I have looked everywhere on their website and can find no such policy. It truly is the craziest thing I have ever encountered. I don't even want to go on their flight, as I am afraid the pilots might be as bad as the administration.
Reviewed June 14, 2009
Alitalia lost my mother's flight with her medication in it on a flight from Miami, Florida to Rome to Venice. She has no way of getting any refills, and this might turn into a problem for my mother's health. As I look over hundreds of complaints from other passengers of Alitalia, it is very clear that they are not losing luggage but are allowing some kind of criminal scheme to occur. Why else would employees hang up on their paying customers who are politely asking about lost luggage?
My mother lost her medication, 20 days worth of clothes (including 3 changes per day), 2 $150 gala gowns, charger for her phone, and hundreds of dollars in face creams and make up.
Reviewed March 31, 2009
Reviewed Feb. 13, 2009
Reviewed Jan. 7, 2009
Reviewed Nov. 17, 2008
Reviewed April 8, 2008
I have a problem with Alitalia Airlines. They lost my suitcase in June 2007 in Palermo, Italy, and completely ignored any communication I sent them. The last thing they told me in June 2007 is that they found my suitcase and they would deliver it in 24 hours. I am still waiting. It is impossible to get through to them. Here are exerpts from my last letter to them. Any suggestion on what to do? A class action suit? Please help!
Alitalia Airlines Customer Relations, July 27, 2007 Dear Sir/Madam, I have sent Alitalia three faxes, one letter, and left you a message, and I have heard nothing from you so far about your negligent losing of my suitcase. It is impossible to get somebody to answer your lines, and your e-mail system does not work. I believe that you have obligations towards your passengers, and ignoring me does not absolve you from your responsibilities. I am sending you again the documents I have already sent you, hoping that you will not ignore me this time. I am not sending the proof of fax/mailing, and over two pages of notes of my communication or attempts to communicate with Alitalia, which show evidence of Alitalias lies and negligence. However, I will be glad to show these documents in a Court of Law if you were to continue ignoring me. I am looking forward to a prompt resolution of a matter that is continuing to cause me so much stress, financial strain, and grief. Please send my refund immediately, and contact me in writing and in English at the above address.
Reviewed Jan. 6, 2008
I purchased a round trip ticket from Alitalia with one of the airline's telephone agent. The ticket was for a departing flight from the San Francisco Airport to land in Milan, Melpensa Airport in Europe. There was a connecting flight in Europe and the return flight was to land in the San Francisco Airport from Europe. The departing flight was to be taking off on December 25th, 2007 and the returning flight was to be coming back on January 12th, 2007. There was an unexpected change with the number of days I was going to be taking my vacation and I was forced to call the airline to request for a change in my ticket's itinerary. Once I got in contact with my airline's telephone agent, I was told that there was going to be a $1000 charge involved in the correction of my flight plan. The agent then also suggested another solution; a refund was suggested if I was to pay an additional $230 to get my money refunded. I agreed to that. The telephone agent processed the transaction and said that I would be refunded my amount within 10 business days. That original date of purchase of my flight plan package was July 8th, 2006. My phone call to Alitalia's customer service desk was December 16th, 2006. I called on January 20th, 2007 and requested information on the whereabouts of my refund and the ticket agent said that my refund was still being processed. I wanted to know if I was ever going to receive my refund.
I cannot afford to buy food, cigarretts, clothes, personal hygene items, or pay for a taxi cab.
Reviewed Oct. 24, 2007
Helping a neighbor who is 86 and speaks very limited English, I bought two Alitalia tickets from New York to Italy. We tried several variations of dates needing a 2-week trip and ended up getting confused and purchasing a 1- week trip by mistake. We realized the error the very next day, and tried to correct it. Despite the fact that he is retired, indigent and going to visit an ailing relative with his brother, Alitalia Airline refused to waive the $440 change fee. I tried calling back twice and even called their corporate office in NYC, but no one would help. Their rigid insistence on rules and regulations, and their refusal even to allow me to speak to a supervisor, were insulting and hard-hearted.
I was forced to pay the fee myself, even though I'm unemployed and was only doing him a favor. Otherwise, the trip he had saved up for would have been ruined.
Reviewed June 20, 2007
I arrived in Italy on Monday, May 21st and my large checked luggage bag didn't arrive with me. I was told that it would be received within 24 hours. After over thirty phone calls with Rome and Venice, amounting in almost a $200 cell phone bill, I still have no bag.
I have been hung up on too many times to recount and have only received responses from their customer service (when not hung up on) that I will receive response within ninety days via mail as to the action they plan to take. I had close to $2000 worth of new clothes including many things that hadn't been worn, that were purchased specifically for this trip, which happened to be our honeymoon. I really would just like to have my luggage back and no one will help me try to locate it.
Reviewed June 14, 2007
On 1/12/06 I purchased 2 round-trip tickets to Palermo, Italy on Alitalia thru Amex for a total of $1877.40 for travel from 5/22/06 to 6/2/06. Unfortunately in broke my foot on 5/12/06 and submitted ALL NECESSARY DOCUMENTS to Alitalia via fax and mail to cancel the trip due to injury. Alitalia NEVER ACKNOWLEDGED RECEIPT, but Amex did issue a voucher in the above-mentioned amount.
When I tried to reschedule a trip, within the prescribed time limit, I was told that my voucher was no longer valid. I contacted Amex and they agreed to work with Alitalia to get my money back since ill-health prevents me from travelling AND THE TICKETS WERE PURCHASED WITH A REIMBURSABLE CAUSE DUE TO INJURY. ALITALIA STILL DOES NOT ACKNOWLEDGE RECEIPT OF OUR CORRESPONDENCE. Amex has given up and suggests that I put a complaint thu the BBB.
Reviewed Jan. 25, 2007
money had to be borrowed from a friend, had to pay a taxi to wait for over an hour while the mess was resloved.
Reviewed Nov. 7, 2006
My total economic loss has exceeded $2,000 dollars. I have an itemized list of the contents in the suitcase, and receipts for things I needed to buy in Italy and LA. I lost atleast thirty hours of time due to this problem. I can provide the letter I wrote explaining my dillema to Alitalia, and phone statements showing the many times I called only to be transferred to the voice mail.
Reviewed Nov. 3, 2005
I am in the United States Navy and was stationed in the UK from 2001 until September 2004. I flew on vacation from Heathrow Airport, UK to Bucharest, Romania and from Bucharest back to the UK on a roundtrip ticket in September 2004 before leaving the UK. The airlines lost my camera bag with camera attachments and both manuals for two of my cameras (thankfully I took my lens and cameras out of the bag before letting them place it in the luggage compartment).
I filed a complaint at my arrival back at Heathrow with the airlines. I was told that I would have to contact the airlines at my home country so I contacted the office in New York as I was told via letters. Three letters to the airlines and I failed to receive a response from the airlines.
I called their headquarters in Italy and was told I had to call the NY office. I called several times as its now November 2005. I got a runaround with the airline phone number to reach a live person. I finally got a live person on the phone and was told they would check into it and call me back. No call ever came. I finally filed a complait with the New York Better Business Bureau and then and only then did I ever receive a reply from the NY office. In short the letter basically said touch luck - they were not responsible for the loss of my luggage due to their negligence. I still have received no compensation or any other replies from the airlines.
I am now in Seoul, South Korea and have attempted to contact them with no further luck. I have noticed online that quiet a few individuals have gone through the same thing (Lost luggage and no response from the airlines.)
Reviewed June 3, 2005
I traveled by Al Italia from Bombay to Milan to Chicago on Flight AZ 626 on 03/16/2005. One of my bag did not reach its destination i.e. Chicago and we filed a baggage irregularity report with Al Italia. The lady at the baggage counter assured us that the bag would come by next flight on 03/18/05 and would be delivered to us on our permanent address in Milwaukee. We even left our contact number just in case there are any issues while delivering the bag. After number of enquiries with Al Italia & United Airlines for the delayed bag, starting from 03/18/05, we came to know through United Airlines representative in Milwaukee that the bag arrived Chicago on 03/18/05 and was shipped to Milwaukee by United Airlines (UA5612).
United representative told us on 03/21/05 that they handed over the bag to Package Delivery Service (PDS) on 03/18/05. We checked with PDS and they told us that no bag has been handed over to them. Out of frustration we went personally to the United Airlines office in Milwaukee. The representative took us to the officer (named Bryan) at PDS who initially denied having any bag. He then checked through some of his other files and found the delivery note and the driver who delivered. He gave us the drivers contact number and the name (Jeff).
We called Jeff to know the whereabouts of our bag but he didnt remember it over the phone. So we requested him to come in person and tell us about the place/person he left the bag with.
He came to our apartment and told us that he left the bag outside the apartment building in the unsecured area (area outside the secured main entrance to the apartment building) which is right next to the main road in the downtown Milwaukee and signed on the delivery note himself. When we asked him how he could leave the bag in the unsecured area which is outside the secured entrance to the apartment building and sign the delivery note himself he was answerless and offered us a check of $250 .
We refused to accept the check and contacted PDS. We told them we are not sure if what the driver is saying is correct also because there is no proof/witness that he left the bag outside the apartment building. PDS manager (Bryan) told us to report to the police about the incident. We filed a report with the police (report number - 050800363) and the officer told us that its an airline issue and they should be following up on it than us.
At last out of disappointment and whole lot of mental frustration in getting any help/solution from the airline officers in Chicago and Milwaukee, and PDS Milwaukee, we filed for a lost baggage claim with Al Italia on 03/24/05. On 04/12/05 we received a letter from Al Italia that our claim has been refused since the airlines liability is over once they handed over the bag to the delivery service. My point is that I didnt book my luggage with the delivery service but with Al Italia. So the only entity I know is Al Italia and they should be responsible for anything that happens to my bag if it is not received by me. Why dont Alitalia proove that they have delivered a bag to me?
Reviewed Oct. 18, 2003
My family and I were involuntary bumped (denied boarding) on our return to Newark, NJ from Rome, Italy on July 21,2003. We had purchased and paid in full for our tickets about 3 weeks prior to our departure and arrived to the check-in point hours prior to boarding. The entire trip was one of the most humiliating experince of my life and I will be glad to provide additional information upon requets, if needed.
Anyway, when we arrived back to the States (over 24 hours past the original
itinerary), I sent my complaint to Alitalia Customer Relations in New York;
they declined to respond for over 1 and 1/2 month, at which point they replied by not acknowledging at all their breach of contract.
Based on rule # 4 listed on our tickets, the company has to comply with the Europen Regulations (EEC) #295/91.
They denied that and my travel agent reported to my cedit card company that
we were late at check in (which is untrue considering that we were kept waiting/strained at the Rome airport for an entire afternoon to be told, 6 hours later, that they had 279 passengers wanting to leave and a 246 plane ready to fly.
Alitalia Company Information
- Company Name:
- Alitalia
- Website:
- www.alitalia.com