Alitalia 

I recently flew from Dubai to Malta via Rome. The Rome Malta leg was booked with Alitalia. My checked luggage on the inbound Emirates flight was two small cabin bags that had a combined weight of 21kg which were absolutely not an issue for Emirates.
Alitalia had offered an upgrade to business by email, because the advertised weight limit was 25kg I decided to go ahead in order to avoid any potential problems at the airport check in. Imagine my surprise when I was informed that was for a single piece of luggage and that I now had to pay another 200 Euros extra to fly a 10kg small cabin bag from Rome to Malta. I asked to speak with the duty manager but she refused and sent an assistant to tell me there was nothing they could do, it was policy.
This is piracy no other words, and I had no option but to pay.
It is also very short sighted as I fly this route several times a year, from now on I will avoid Alitalia at all costs.

Unfortunately our flights were recently cancelled. After reading some of the terrible reviews on trustpilot we worried we'd struggle to get our money back. A call to the UK customer service and they refunded us then and there. Very impressed but I think that has something to do with the fact that our expectations were pretty low. Thanks, Alitalia!

BAD service. A website that is not friendly at all. They never answer their clients.

Well, in full pandemic, they sitted a guy near me, whom didn't want to wear the mask properly. Also a lady behind me didn't wear the mask totally, a kid in front of me didn't stop chatting for a full 1 hour. When I complained the lady told me that was MY duty telling people to wear the mask???!!! Absolutely mental. The worst ever.

They don't want to refund my money because of their flight cancellation due to coronavirus

I am entitled to a cash refund for a cancelled flight from London to Milan and all they offer is a voucher saying we requested a voucher (which we did not). The airline was good to fly with during non covid times but since covid they are not wanting to refund anything

Still waiting for my refund since NINE MONTHS. Awful experience, awful service.

Alitalia's Flight Pass is great. Even in these tough times, I have saved money. Optiontown's customer service for Flight Pass was phenomenal.. the response was pretty swift.

I always had good experiences with them, nothing to blame them about.

Horrible airlines! We are still trying to get our refund on a flight bookeback in January and due to Covid was canceled by the airlines. I’ve called at least 5-6 times a month and they give us some line that our refund is in the que and the have so many to do! The “customer service” reps are very rude and condescending. We want our money back that we rightfully are owed! My family and I have dual Italian and American citizenships we are going to the Consulate General of Italy offices in Los Angeles next week to file complaints!

I always wondered how Alitalia bankrupted few times. I had the answer today. My ticket Rome/London “not refundable”, was refunded of 50% behind a request they said was forwarded by me (I did not). I explained that was definitely a mistake and I was happy to be recharged and get the flight back. Different uk Alitalia operators were so rude and refused any option. The flight tickets are still available so it shouldn’t have been a big problem to sort out the issue. But operators were too lazy, rude and incompetent. In according to them I should book and pay fully the same ticket after I lost 50% on the previous one! They can’t get bothered and help. I wouldn’t suggest Alitalia to my worse enemy! Bad experience, horrible customer service!

Dreadful, dreadful customer service. How can companies get away with such appalling customer service? Booked flights to Rome in March, cancelled by the airline 3 days before we were due to fly. We are still awaiting a refund, 7 months later. When you speak to them, they tell you to speak to the agent through whom we booked the tickets. The agents say they can't refund until Alitalia have approved the refund. In the meantime, they have my money with no intention, it seems, of returning it to me.

We booked a fly in early January 2020 to go from London to Pisa in Italy mid May. About three weeks prior to the departure we received an email asking us to confirm if we still wanted to travel.The email stated that  if no reply was received, they would assume you no longer wish to travel. The government was still advising against all but essential travel,  and the 14 days quarantine period was still in place; given the circumstances we had to say we were no longer able to fly ( this way it was our choice and we would not therefore be eligible for a refund). We then applied for a voucher (the only possible option) and we are still waiting to hear from them.I am not entirely sure the email was a legitimate action to start with , but it left us with a voucher we have not received two months down the line. We have tried to contact them via phone and we waited on the line for 27 minutes before hanging up ( the telephone call is chargeable).

I understand the airline company had a horrible year (so did everyone), but I don't understand how this is a fair treatment of their customers. I have had to cancel a trip, accept a voucher which expires in a year (hopefully,but not certainly, starting from the receipt of the voucher) that will force me to use Alitalia possibly missing out on other companies' cheaper deals. Two months down the line still don't have any updates from them. We have managed to obtain 1/3 voucher after 6 months and endless email/telephone calls SCAM COMPANY

One of the worst, least user friendly call centres in the western world (Italy number). Endless wait for anyone, no option for booking on automated menu. Tough to speak to an operator. I am surprised they are still flying.

This is the first time I flew this airline and I really liked it. The only draw back was the boarding of the passengers - no help for the elderly, handicapped, or mothers with children and their luggage.

Worst experience ever in my life. My first booking with them and probably last. Staff lies and Non- cooperative. They stopped me and my 2 daughters in lieu of some change in regulation by govt. sold tickets in my presence at airport. Promised refund but staff entered no show in their system which prevents me from claiming refund. Rude customer service staff who keeps repeating statements They can’t do anything as system says ‘no show’when you seek help

Cancelled flight and no cash refund offering. Not my decision to make the cancellation yet I have to pay the price with a useless voucher?

Due to covid19 our flight in may was cancelled. Still waiting for our refund or any response from alitalia... They are not reachable. Very bad service!!! AVOID!!!

We flew with this airline just yesterday between 2 locations in Italy.

When we bought the tickets online several weeks ago, their website didn't allow us to buy 2 seats next to each other. We thought, oh well they are leaving empty seats between people which is great. That was a terribly wrong assumption. Not only they didn't allow me to book 2 seats for me and my girlfriend next to each other, they sold the seat between us to somebody else. How is this considered as a safety measure against Covid-19? On top of this, they didn't warn people who took their masks off during the flight.

Apparently profit is much more important than the health of people. It was a terrible flight experience and I'm never flying with Alitalia again.

Had probably to deal with the worst customer service ever. 50-60 minutes wait each time. Sometime they will hang up. Most of the time there is nothing they can do. Always they give wrong and mixed information. They just try to get rid of you...The worst was their compliance (Claudia) anyway. They basically ignored 3 complaint emails (ref. 6003589453) I sent by briefly replying with a generic template answer. AVOID AVOID AVOID