Alitalia 

We were booked on AZ 769 and then further on to AZ 864 from Delhi to Tunis through Rome. We landed in Rome at 0930 Hrs (delayed basis original ETA of 0820 Hrs, understandably due to unavoidable circumstances)
AZ864, which was originally supposed to take off at 0830 Hrs only took off at 1114 Hrs. However, upon landing in Rome, we were automatically rebooked for AZ 866 at 1625 Hrs, which finally took off at 1800 Hrs.
With more than sufficient lead time between flights, and with a lot of other folks being accommodated for flights taking off much earlier (Case in Point: Rome to Paris at 1015 Hrs), our itineraries being rebooked on AZ 866 was completely uncalled for and absurd.
Further, only upon request, we weren’t even provided lounge access but a token coupon offering us a sandwich at a restaurant while enduring 8.5 Hours of mental and physical torture at the airport while sitting in common areas.
With a whole day of itinerary wasted, I am appalled at the lackadaisical attitude of your staff and demand a refund of my flight tickets at the least.
Expecting a response as soon as possible. While I have already posted this on your Trip Advisor page, I will take this post to other social platforms soon if I see no just response.

AVOID AT ALL COSTS flight delayed 3hrs no explanation, no notice, impossible to reach out to customer service to get a refund, staff is being rude and unhelpful. Didn't think I'd find a worse airline than easy jet.

Italian-US dual citizen here: Alitalia is just such an atrocious airline, I'd recommend that anyone looking to visit Italy or the surrounding region avoid it at all costs. I'll stick up for my home country of Italy any day of the week, but the staff and operational structure (not to mention comically poor website interface) are just so uncaring and outdated it's no wonder they're in bankruptcy...again. Plane interiors are out of the 1990's, they frequently sell transatlantic tickets which dishonestly don't include a checked bag and don't notify you of such until you are at check in, forced to pay at least €50-150. They go out of their way to take advantage of you and cut corners. Come to Italy, skip Alitalia.

An airline-lookalike: from the onboard experience offered by the "old generation" cabincrew (large number of) who do not seem to care anymore, through bad operations planning (with 1h flight delay, dozens of people lost their further flights, which led to chaos at checkin), terrible communication of systems and staff (you get informed at the airport that they re-booked you for another day, member of staff handling your refund process disappears, no email confirmations of your flight status). The list could go on... The Alitalia experience offered to its customers is a great explanation of why the airline nearly went bankrupt. Good luck!

If I could give no stars I would. I tried to book a flight through Google Flights which took me to Alitalia’s website. Put in all my info and paid as far as I was aware but then received no confirmation email. The money was pending in my account so I called them to be told the reservation had not been made and the money would return to my account within 24 hours 🤯
That was now two weeks ago and my money is still being held! I have tried calling them another few times, their customer service agents are obnoxious and unhelpful, the last guy refused to help me; refused my request to speak to a manager, refused to send me an email confirming that the money wasn’t going to be taken so I could provide my bank with this info. ABSOLUTELY THE WORST AIRLINE IN THE WORLD. STAY AWAY FROM THEM!!!

I recently flew Alitalia from Delhi to Rome, Rome to Rio de Janeiro and back. May I say that this was the worst in flight service I ever experienced in any airline. The in flight crew were ill mannered and arrogant. And I'm not even talking about the quality of meals (if you can call them that !).Of course I'm not surprised on reading the reviews(most of which are bad). However, what I'm really surprised about is, why doesn't the airline management do something about it ??

Flight Tokyo Milan 04 November AZ0787.
Check in done, the evening before we receive a call from Alitalia, saying that the aircraft has changed and no more place was left for us (...). Only option was to be rebooked on a flight the day later 5th November. If we would not accept immediately, probably on the 6th...As a compensation, we would have receive 2 vouchers of 300 euros. So we accept. We never got any voucher, only the new reservation. This joke costed us (hotel rebooking, new connecting flights, 2 meals) almost 1,000 euros in additiona to the original price paid. I really, really recommend not to take any flights with this Company. It's totally unreliable and shameful.

If I could possibly vote 0 starts I would. I am going to paste in our letter to the airline as it will be quicker to complain but our experience with Alitalia has been awful.

"I am writing this to request compensation for me and 2 friends, as we all lost out on a lot of money due to your mistake. We booked flights on May 3rd through Skyscanner (budget air was the travel agent) to Olbia outgoing on September 7th and returning on September 16th. The first flight was leaving London City at 11.55am and stopping off in Milan before continuing to Olbia. We were sent our e-tickets that same day and assumed everything was fine. On the 6th September we thought it was strange that we hadn't received any email about checking in for our flights so I signed in using the e-ticket information and saw that our flight was leaving in half an hour (7.30pm). I then called up the Alitalia number and asked for them to confirm our flight details. She told me our flight was leaving in half an hour. I told her that our e-ticket confirmed the original date booked.

She then checked this and saw that there had been a mistake. We had been booked onto a new flight on the evening of Friday 6th without being informed and without us consenting to the flights being changed. The woman on the phone said that the airline wasn't at fault and that the booking agent had been informed of this change. I then called the booking agent (budget air) and they said that it was Alitalia's fault for not giving them this information. Budget air told us that we should of been informed by the airline and that it wasn't their fault. Budget airline also state on their website “When a major change to your schedule is made, the airline needs your confirmation. In this case, you will receive an email from us that includes a button to confirm the schedule change”. However we did not consent to this or receive any notification for us to have been confirmed on the new flight. So I would like to know who is at fault for this mistake.

I then had to call Aitalia again and was told by another agent the same thing. She cancelled our flights, marked us a no show and told me to call the booking agent. After calling Budget Air again and speaking to the supervisor he offered no alternative to get us on a new flight for the Saturday, the only thing we were offered by Budget Air was a refund which he said would take 5-6 weeks to come into my bank account. The only option we had was to book a completely new flight which we ended up doing on Saturday morning, which set us back £576 each. We ended up flying out on the Sunday which meant we missed a day of the music festival we had booked. We have been refunded the original flight amount of £229 each (which we are still waiting to come into our accounts) so we are requesting a total of £347 each which adds up to £1041 in total. This compensation claim is covered under the 'EU regulation 261/04', as stated in the section of your website titled 'HOW TO APPLY FOR COMPENSATION.' We would like to attach an email from the booking agent that claims that this situation was entirely Alitalia’s fault. We have saved a copy of this email and will also email you separately."

We sent this on september 17th and they have not responded to any of the 4 emails we have sent in that time. Which means it looks like I'm taking this to a small claims court.

Very very poor airline, website isn't user-friendly and utterly confusing. I booked a flight and it was cancelled without any reason, leaving me with a pending bill in my credit card. It's really frustrating not to be able to manage luggage whilst booking as apparently extra items can only be added after booking the flight.
Miserable customer service, no wonder why the company has been going downhill...

The worst airline I have ever come across. The customer service was shocking. Me and my partner missed our flight as the plane left 15 minutes early, there was no notice to say last passengers make your way. When we reached the gate the staff were rude and of no help whatsoever. We then purchased another flight, the next one available to get from Rome to London Heathrow. As soon as we got in line to check in there was a 'service failure' to which there was no further announcement. The line got bigger and bigger with myself and other getting more and more frustrated. The women behind the desk were sat having a chat after people were stood for 2 hours! Instead of walking around, checking if people were okay, apologising or communicating an update on the situation, they were sat behind the desk laughing and twirling their hair. I got frustrated and went to the front desk to complaint and suggest they improve their service and communicate to the crowd. I was then pushed out of the way by Alitalia staff and told to 'get back in line'. This was appalling and I have never been so angry! When we finally were able to check in we were told to 'run' to security to make our flight. I HAD TO DO THIS TO THE BEST OF MY ABILITY WITH AN INJURED ANKLE. We got on the flight and saw people running as fast as they could after us to make the flight. This should not have been the case. Furthermore, THE FLIGHT DID NOT LEAVE WITHOUT THE PASSENGERS THIS TIME AND WAITED. When going through security procedures, the flight attendants were extremely uninterested and had no sort of enthusiasm which is the last thing you want to see after such an incident. There was a man to our right who was on his phone after security notices just announed they must be turned off or be on flight mode. The flight attended witnessed this during and after her demonstration and smiled, shook her head and walked away. Worst customer service all round and the staff are lost!!!

This company has really horrible customer service called up to try to switch my ticket the women on the phone was nasty and without explaining anything said she can’t help me I asked her very nicely to please put me through to a supervisor she started to yell at me and hung up the phone not what I would expect from a real company

I seldom leave bad reviews and try to find a reason why things weren't great. But, I have to let the company know that their poor service was the topic of conversation at the arrival terminal. Just flew home from Rome on flight booked through our Cruise Ship Line. I will never book this company on my own. Dinner was served and offered meat or pasta. Asked what the meat was and Stewardess told me beef. Asked how it was prepared and she said beef or pasta? We asked for water from the follow-up Steward. Told he only had coffee and wine and would bring water. 2 hours later, I walked to back to get water and was told they didn't have individual bottles of water. I pointed to a large bottle and he said he would pour two cups. I told him I could only take one since I had to hold onto seats to get to front of economy. He said he would bring second cup. Never did. 5 hours on flight between meal and small sandwich. Saw two Stewards walk from back to First Class and then return to the back the entire time. Only other time a Stewardess was present was in First Class to close curtain when someone from economy used the front bathroom. At luggage pickup, people were all commenting about lack of service and people who booked first class said it was no better there. I'm sorry the government has to help fund the bankrupt airline but at least minimum service should still be provided for those who do pay for a seat.

We had a family trip booked to Rome (myself, my partner and 2 young children). About 30 minutes into the flight, my partner reclined her seat slightly. An Italian male aged approximately in his early 20s began to punch her seat hard when she did and then grabbed her seat with both hands and violently shook her in it. I watched him in disbelief. He was extremely aggressive and put his hands up to her in a very confrontational manner.

I got up and went to the back of the plane to report it to two air stewardesses. They called the head cabin crew lady and as soon as I told her what happened she rolled her eyes backwards like I was wasting her time. She said to me "So what shall I do?".I said to speak to the person who just assaulted my partner for a start. They brought him to the back of the plane and he denied the assault speaking in Italian. I demonstrated what he did to an empty chair and this male looked to the ground in what looked like embarrassment and he didn't deny it. I told the air stewardesses to look at his reaction now and that he wasn't denying it and staring at the ground embarrassed.

The head cabin crew lady passed judgement saying he probably didn't hit the chair hard despite not witnessing what he did. They could have spoken to other passengers that would have backed up our account as they witnessed it too. They seemed to want me to stop reporting the incident and make it go away rather than deal with it properly.

My partner complained to the air stewardesses that her back was hurting and asked for pain killers. The flight attendants refused to give her anything and the head cabin crew lady sarcastically said she will call her an ambulance when we land.

The cabin crew stayed at the back of the plane with this young male after we returned to our seats and were laughing and joking with him. It was unbelievable how they treated a suspect of an assault so nicely and frowned at us and made sarcastic comments to us as the victims. Myself and my partner are ethnic minorities and both of us felt that they treated us like second class citizens and took this suspect's side automatically. It felt they discriminated against us due to being ethnic minorities.

Upon landing, they had not arranged any medical assistance for my partner despite saying they will call her an ambulance for her back. This goes to demonstrate how sarcastic she was being. They also did not call the Police to deal with the assault and they let the suspect leave without any issue. The head cabin crew ignored my partner when she left the plane and did not even say bye to her despite being a victim "in her care". She completely ignored her duty of care to us and it felt completely racial.

We lodged a comprehensive complaint to Alitalia upon returning to the UK and made it clear it felt like they treated us like second class citizens because we are ethnic minorities. They said they will look into the matter and did not feed back their findings to us. They did not take the matter seriously and I pointed out that the cabin crew assisted the suspect of an assault to leave the plane without Police intervention and they did not provide any medical assistance to my partner who was complaining of pain from him assaulting her back. They did nothing about the matter and closed the complaint.

This is the worst airline I have ever been on and we will never book with them again

Hello! I want to leave a review about your company! I flew from Moscow to Palermo, with a transfer in Milan on October 3, flight number AZ7027. Upon arrival in Palermo, my luggage was lost.
I contacted the Lost and Foundation, the staff promised me that they would deliver my luggage to the hotel early in the morning of October 4th. As a result, my luggage was delivered only in the evening at 8 o’clock! All this time I had to be in discomfort and without the basic hygiene products that your company had to offer.
Then on October 5, my flight was again your company flight number AZ1790 with a transfer in Milan. At check-in, I asked you to deliver my luggage directly to Moscow. An employee of your company began to claim that I need to wait a day at the Milan airport! When my stopover duration was to be only 1 hour 10 minutes. It was her mistake, she did not give me a boarding pass to Moscow and sent my luggage only to Milan.
She scared me very much and made me nervous! Before flying to Milan, other airport employees announced me and said that there was a mistake and they gave me a boarding pass to Moscow. I asked several times, was my baggage redirected to Moscow? They claimed that yes, everything is fine. You will receive your luggage in Moscow.
Then when I arrived in Moscow, my luggage was lost again !! it's just awful and this is the first time I've met so much disgusting service! As a result, I was able to get my luggage on October 7th! Very disappointed in your company and will never use it again.
You ruined my vacation.
I enclose the evidence.

Customer service is really bad!! No way to get in touch with them and really bad attention!

Terrible service. Slow ground staff who take their time then tell you to hurry up as the plane is boarding. We got to check-in on time but with only three agents on the desks the queue was big and one had to check-in priority customers as another agent left her desk.

The flight got cancelled due to a flat tyre but no help from ground staff.

The plane crew did little to alleviate the situation and kind of passed the problem to ground crew who did nothing in my opinion.

Horrible service!!

Read previous review as I was on the same flight and went through the same process.

The plane left the terminal and stopped before the runway, there were announcements of a problem in both English and Italian 20 minutes later. Only bilingual passengers were given a full picture as the content of both English and Italian announcements were contradictory. The reason for the delay was a flat tyre. This is concerning - do Alitalia not check their planes are safe before boarding passengers? How can a plane with a flat tyre just leave the terminal like that? Who is checking the plane?

There were no updates from Cabin crew who hid from customers at the first announcement of the problem. The cabin temperature continually increased during this time, with no air conditioning. Water was only supplied just before we were thrown off the plane after 90 minutes.

We were then bussed to a gate. There were no staff at the gate and we rushed through an empty building to the security gates. The lack of care was astonishing.

Malpensa’s e-passport gates look nice, good since their function is purely ornamental. Less pretty were the abusive staff who shouted at the planeload of passengers when the gates didn’t work. Clearly it must be our fault.

The sense that we were an inconvenience was further cultivated when Alitalia opened just 2 service decks for over 100 passengers. It was clear that staff did not give a damn they worked slowly and passive-aggressively. They kept talk to passengers at a minimum and did not answer many basic questions.

When it was our turn at the desk, Alitalia told us they would not schedule a flight and planned to fill empty seats on flights running the next day, further demonstrating their inability to think, plan or count.

They provided us a meal voucher that stated €0.01. When we asked if this was “for real” they said it will be “€5 or something like that” maintaining a vague and non-committal manner that appeared to be only actual training they’d received.

Customer service consisted of vague notions like above or outright lies such as “you can only get the 5pm flight tomorrow”, after much complaining I got them to transfer me to a flight 5 hours earlier which for some reason (I assume financial ones) they claimed didn’t exist. I had to show them the flight on skyscanner, to call them out on their lie.

I also heard them discuss with each other if they were allowed fill business-class seats. The more senior staff member told them not to. (I.E: Alitalia will leave you stuck rather than put you in a business-class seat). They told other passengers that there weren’t any spare seats and were visibly angry when after being dealt with, we told other passengers that they could get earlier flights if they complained enough.

We were then bussed to a hotel near Linate airport, over an hour’s drive away, I am certain for financial reasons only. The next day we were bussed back by a driver that nearly crashed into other vehicles on several occasions and got lost on the way.

Overall we and our fellow passengers experienced open contempt and avoidance strategies from the moment things went wrong. I do not trust Alitalia and will never fly with them again.

Writing this whilst currently at Milan airport having just left the arriving flight. I have posted this on Twitter and Facebook but both posts have been hidden by the airline and no one will assist me despite being IN-BETWEEN AlItalia transfer flights currently.

So:

I left an important item on the plane in the pocket in front of my seat. I immediately informed plane staff who refused to let me return to the plane (within 60 seconds of leaving) in order to retrieve the item. I was instructed to visit transfer desk at arrivals, I did this, was ignored for 5 minutes and then asked by one of two transfer desk staff “what do you want?”. I explained the situation, both staff sighed at me, told me they were too busy to help and I MUST go through security and ask on the other side. I confirmed 3 times that the staff at the transfer desk “could not and would not help me” before following instruction. I then Proceeded through security to be told that ONLY the staff I had just spoken to could help me.

There are/were no further transfer desks or information points open within the airport once through security, I therefore rang the Milan lost and found AND general help numbers to be told again that the ONLY person who could help was the lady that “could not and would not help” me.

I have therefore essentially been stolen from by AlItalia, as well as directly lied to multiple times by the staff at the transfer desk. I have now lost a lot of money, it has impacted hugely on my travelling and rather than any help or resolution I have been treated like I do not matter (all of this happened during a very empty time at the airport).

I am very unhappy and would like this escalated in order to find the item, or expect reimbursement for the lack of help, poor service, being told lies and eventually losing money and holiday time. I will never recommend this service to anyone.

At the very least a representative for the airline should be available to help. Absolutely abysmal.

The airplane looked as if made from the second world war. The seats on the Boeing 777 were literally made of plastic, holes and metal bars in the back without any sort of cushion. After hundreds of flights on various companies in America, Europe and Asia, this is my worse 12h travel time so far in my life. Never again!

Absolute rubbish had a short connection from Milan to London and they lost my luggage and when delivered my Louis Vuitton bag came back ripped. No word from their customer relations team as yet and its been a while.... never travelling with this airline again in the future.

At this rate, I doubt they'll compensate me for my misfortune at their hands.