Alitalia 

Flight was cancelled by Supersaver.nl (due to covid-19), Who told me they could get a refund but it would cost me 30 euros fee. I decided to contact Alitalia directly and they immediately rebooked a flight for me, free of charge! I was helped by a very friendly woman, who made sure I had a pleasant customer experience. Just make sure you choose to speak to an English speaking person. When choosing Dutch, you will be disconnected from the line.

Refusing to rebook free of charge or give a refund even if they cancelled the flight themselves. They claim only a voucher is available even if under UK law a refund is due. They sold a flight from an airport they knew it would be closed for the dates booked. Will get in touch with my bank. Hope next time these cowboys go bankrupt they close for good! Shame on Alitalia and shame on Italy for keeping bailing these clowns out!

They Cancelled my flights due to covid never got my refund back.

The worst service ever. Cancelled my booking but could not explain why. Customer service unhelpful an rude. Gave me wrong info then hung up on me when I pointed it out to him. This is a disgrace of company!!

One of the safest companies to travel with, great care for details.

Inactive call center from Italy and from abroad. Zero customer support. Because no response, I had to buy a different ticket with a different airline to be able to travel.
Additionally If the Alitalia flight is connected to another fly company there are no ways to do the check in online (reason given: the system does not support, is not connected, to other airlines).

First, I'll say that I fly with alitalia 2 - 4 times per year.

Their inflight crew is fantastic. Always. Pilots, stewardesses, etc. Bags always arrive. The one time they came in late, they were at my door the next day.

However, let's get to the problems.

1. Their site has zero online contact method.
2. Their call center is a disaster. They are rude on both the italian and english lines. That's IF they answer.

And, 3... their staff at the airport is the worst i've ever dealt with. Not just with airlines, but also with all companies. Ever. On this planet an all others.

On a recent trip, at JFK airport, they nearly denied me entry.

I'm an italian citizen. I live in italy. However, i typically travel on my american passport because it's 10x's stronger than an italian passport.

Well, the geniuses at the desk claimed I couldn't go.

They literally fell into hysterics.

One woman, an crow of a monster of a woman, looked me in the eyes and yelled, WHY WOULD YOU TRAVEL WITH AN AMERICAN PASSPORT IF YOU'RE ITALIAN.

I explained to her cohort that the blue passport is stronger.

The crow looked away.

Well, 30-seconds later, another woman got off the phone, yelling, "he can go, anyone with an american passport has no restrictions."

Now, at this point, I look at the crow and ask, politely, in italian for her benefit, how the hell can she not know that when she works for alitalia.

She looked away.

Look crow, no matter how much you tailor your uniform, or how many metric tonnes of makeup you bury your face in, it's not fooling anyone. You are the personification of the creature from the black lagoon.

You and your imbecilic team are vomits. You are a pile of merda. Guess what, dummy, while you were stuck in the trash heap known as JFK, i was sipping an espresso in italia.

Next time, get your facts straight, cretina.

Absolutely shocking experience - Very similar situation to the lady that posted on the 3rd March.
£83 for an additional bag, which was then lost for 2 days. The emails below are the correspondence I had with this useless airline. DO NOT BOOK WITH THIS AIRLINE AND AVOID AT ALL COSTS. RATHER SPEND THE MONEY ON A DIFFERENT AIRLINE THAT WILL ACTUALLY DO WHAT THEY SAY THEY WILL.

Response from first email after I sent all the details across:
Dear Mrs.Bach
In reply to your email of February 27,2020 we wish to renew our sincere apologies for the inconvenience you experienced while travelling with Alitalia on flight AZ 848 on February 20,2020.
Rest assured that it is the main interest of the Carrier to ensure that the transportation of our passengers luggage are handled with the maximum care and attention. The complexity of working in the air transport sector means that despite the desire to operate with maximum efficiency, it is not always possible to avoid the occurrence of some irregularities, such as in the specific case.
With specific reference to the delayed delivery of checked baggage, we wish to inform you that the regulations provide only the reimbursement of the costs of basic necessities. Since the failure to return your baggage has occurred in your permanent residence, we cannot sustain your reimbursement request.
Should you require any further information or clarification please do not hesitate to contact our Customer Services Office.In the hope that we will see you onboard in the near future to appreciate the quality and efficiency of our services.
We thank you in advance for your effort and cooperation.
Sincerely,
Shirla
Alitalia - Customer Care Office

2nd email:
Hi Shirla

Thank you for getting back to me.
Unfortunately there seems to be a misunderstanding as South Africa has not been my permanent residency for the last 4 years. This is actually my journey back after being abroad for 4 years and hence all my belongings are in shipping. If you would like proof of this then I am very happy to oblige. I can provide you with all the documentation.
Unfortunately Shirla, the reality is I had NOTHING due to the fact that your Airline lost my luggage. Not even clean underwear, which I believe is a necessity? I had a dinner on Saturday evening as well as a Christening on Sunday, so those clothes were also a necessity as I could not attend these in my 3 day old track pants.
I also specifically called your Airitalia emergency line to find out your policy and the lady specifically mentioned to me that this would not be an issue to claim this back as you have temporarily lost my luggage. I am certain you have all these calls recorded, so I would like someone to go back and find the conversation that I had. I would also like to inform you that the lady said to me that there was no limit in terms of how much we could spend. However if you specifically look at my receipts, you will note that I was actually quite discreet in the spending as 80% of the items were all marked down/ sale.
Unfortunately Shirla this is not acceptable and I do not agree with your comment about what I purchased not being a necessity considering I had NOTHING for 2 days. If this is not suffice for you, I would like your superior to contact me (and preferably by phone) to discuss this dispute because it is not resolved.

I then received a response after I said I was not happy with the service, and they automatically closed my complaint. Nice huh?
It would have been cheaper for me to fly direct with a different airline that would have not lost mu luggage as I then went and spent more money on clothes/toiletries etc so it would have been a better alternative. Airlines like this are the absolute worst ( make all these promises "you will get compensation" and then they don't) and hopefully with everything going on they will go bankrupt. DO NOT SUPPORT THIS AIRLINE SAVE YOURSELF THE STRESS!

I made a booking with Alitalia for a flight from Bologna to Tunis "through Rome".
The booking was for 5 persons.
The booking was made using an online agency "Gotogate".
Alitalia cancelled the second leg of the flight "from Rome to Tunis". I received an SMS on my mobile from Alitalia.

I spent 5 hours on phone calls between Gotogate and Alitalia to reach a resolution. Alitalia said to me that they cannot accept to make any refund or flight change as I didn't book the tickets with them.

So, none of them was able to provide any assistance. I lost my money and my time.
No refund. No compensation. No flight change. Flight cancellation 36 hours only before the flight.
I am left with no options but to use on of the Online services to get my money back.

Cancelled my flight without an explanation, then don't answer the phone when trying to get your money back. Awful service. Will never book with Alitalia in future.

LOST MY BAG for 4 days and didn't give a single euro of compensation, not even for the 60 euro fee paid for the baggage, nor for toiletries.

PAID 260 euros for 2 bags (granted one was overweight but that's the highest price I have ever seen for international travel)!!!

MOST UNCOMFORTABLE PLANE EVER!!! I think it was built 40 years ago. Seats were like sitting on metal with fabric over them. Was not clean. Broken cup holder with dried juice that had clearly spilled in the rim. Just gross.

WORST CUSTOMER SERVICE EVER!!!!

DISGUSTING food.

Only nice flight attendants. Only positive thing.

Spend 50 extra euros on another carrier to never have to deal with them.

Alitalia has the monopoly over flights to Trapani (as I am researching on Skyscanner) and it is clearly cutting Sicily off.
I have looked for flights over Easter and the cheapest comes at 350£.
for what type of service on board? Absolutely nothing complementary.
Appalling really.

I was going to buy a ticket but thank you guys for stopping me the internet is very power full if this was the 80s I would of purchased a ticket with no customers feed backs, thanks again for stopping me going on this poor flight

Worse service ever! Don’t you ever use it, they cancelled my flight, I got home one day after and did not compensate me because they say it was a strike. Interesting fact, my flight was supposed to leave at 9:00 and the strike started at 14:00. I want my compensation for it.

Unfortunately I had to use them again and again they was able to mess everything up ! Please don’t ever fly Alitalia make it go bankrupt so nobody in this world will need to have bad experiences with them! Because honestly every-time I fly Alitalia something has to go wrong.

¡Desafortunadamente tuve que usarlos una y otra vez, fueron capaces de estropear todo! ¡Por favor, no vueles nunca, Alitalia hará que se declare en bancarrota para que nadie en este mundo tenga que tener malas experiencias con ellos! Porque, sinceramente, cada vez que vuelo a Alitalia, algo tiene que salir mal.

Purtroppo ho dovuto volare di nuovo con Alitalia e ancora sono stati in grado di rovinare tutto! Per favore, non volate mai con Alitalia per far fallire, quindi nessuno al mondo dovrà avere brutte esperienze con loro! Perché onestamente ogni volta che volo con Alitalia qualcosa deve andare storto.

Worst flight experience ever, avoid that company at any cost - wrong reservation info, wrong time in their app, and really small leg room

I am VERY disappointed in the rules of your company. I made a typo in the name of my child. Just ONE LETTER in the name.

And your workers ripped off 25EUR from me for this one letter correction. WFT?!?!?

This is awfull rules!!!!! Very unfair. If I would able to cancel my trip with you, I would do this.

Your site didn't work well, so I was forced to retype all the information fo 4 times, the payment didn't work, UI is terrible, no confirmation page.

REALLY BAD SERVICE!!!! :(

The customer service and company operations are a disgrace. I got a flight cancelled 6 months ago for which I am entitled 250EUR compensation (confirmed by Alitalia). I have been chasing them for 3 months, no replies to my emails, phone calls or any complain; I am really not sure how to comment this behaviour, embarrassing.

Departure flight was OK from Washington To FCO but coming back from FCO to Washington left a bad taste in my mouth.
It happened when crew members were collecting the garbage once the passengers were served with food. They hauled the garbage cart so fast and didn’t allow enough time to throw the garbage in the cart. Instead it fell on one of the passengers behind my seat. Without looking into the situation crew member who was hauling the cart start shouting (rudely) as it was my fault. I asked the other crew members to give me his batch ID or name to show my concern to the airline (later on) and surprisingly no body was willingly to give me a piece of paper and to write his name or his batch ID.
Instead when I took his picture with my cellphone to identify the crew member (for my reference for Alitalia), they called the flight manger who threatened me that he will call the police if I don’t delete the picture as it was a security issue. Giving out the batch ID doesnt supposed to be the security issue which they also denied! Secondly, I was not taking the picture for no reason. I was taking it because all of crew members became uncooperative all of a sudden.
There is a big customer service issue with Alitalia. They should have been looking into the situation why their crew member shouted so loudly and rudely upon me at the first place. Had they not moving the garbage cart so fast my garbage would have not fallen on the other customer. They don’t realize why somebody will throw the garbage on other customer to begin with. Logically, something must had happened that garbage fell on the other customer.
Even if It was my fault, the crew member should not shout (whatsoever) on any customer. Rather, they should try to normalize those situations even when they just smell it before their occurrence. I feel myself humiliated by the crew members.

I was flying with my family (2 adults and 2 kids) all in business class yesterday, out of Brazil.

Upon arriving at the check in, the agent informed that 6 business class seats were broken, and that myself and my family could not travel.

Upon much insistence, they allowed myself and my son to travel in business but put my wife and kid in economy on the next flight.

Once inside the plane I could see the seats were not broken, but occupied by flight attendants.

Clearly, you had to bring back flight attendants and choose to disrupt a family vacation because of it.

This is so shameful and disrespectful. Not only because of the lying but also because of a complete disregard about your customers. If I was travelling alone, I would probably be less affected. But you all know, to have your family split during this kind of trips is so stressful.

With this kind of attitude is not surprising to see the bad financial shape the company is in. The business class product is already inferior to many other airlines, but if on top they add lying, deception and poor customer service, who will be their frequent business customers?