Alitalia 

One hour and a half delayed flight from Lamezia Terme to Milano Malpenza and becouse of that we have missed our flight connection to return to London also Alitalia flight.
They did not have any seats available in the next flight so me, my wife,my 5 years old child and other 2 single mothers with little children had to spend the night there for the next morning flight.
After this experience I will not recommend Alitalia to anyone and will never flight with them again, it is one of the worst plains company out there.

Awful with bad service. Still waiting for our luggage and even a call back!

My dudes.....this is the most hideous thing you can travel with, never answering the phone, rude, lost my luggage for a couple of days, had to pay twice for my ticket, never answer anything, a bunch of peeps not falling on the intelligent side in the airport for customer service, if there is an airport in hell its surely rundown by this god aweful, useless of a company

Haven't flown with them for years. On time from Heathrow, running late from Milan. Plane from Heathrow immaculate, plane from Milan dirty. Staff from Heathrow fantastic, Staff from Milan rude and not engaged in their job at all. Overall I'd fly with them again it was a hassle free flight just the way I like it. One thing I liked about them was they did not give any passengers the 3rd degree about their hand luggage. What a breath of fresh air !!

I’ve never experienced worse customer service.

On my journey out for my holiday I was delayed on both of the flights to get me to southern Italy. With absolutely no apologies we were told that our second flight was delayed because it was their first time running that flight from that airport, and so all the baggage was missing and needed to be located around the airport. Apparently no one had thought it might be worth planning for this new flight, and making sure it would run smoothly. They had already boarded us and had not one single snack for the passengers who were stuck for and hour and a half. I was so hungry I was feeling dizzy, but when I asked and said I had expected to be at my destination by now in order to eat my lunch they just shrugged. I explained I have a chronic illness and it wasn’t helping and still they barely answered. Anyone who spoke English had to decipher from Italian and English speaking passengers what the delay was due to as the captain in his English announcement just said “baggage is delayed” and gave us no idea of the timescale of that delay.

When we arrived unsurprisingly around 30 of us were without our baggage. With absolutely no one there to explain this to us we all guessed it was missing and then guessed how to find lost luggage. Once there we found one lady at a desk to deal with all of us. No one from Alitalia was there to make the process smoother. I stood in line for an hour at least to fill out my form. I had asked the Alitalia ground staff for help, and they said they could do nothing as they were not actually Alitalia staff. When I asked if they could contact someone who could help they said no.

The next day I called the Alitalia number to find out if my baggage was lost permanently or was hopefully going to arrive soon, I was genuinely quite worried by this stage as I had no faith it would be dealt with properly. When someone finally answered the phone (after around 15 attempts) I was greeted with a very angry man who was annoyed I wasn’t just waiting for a call from the airport when the baggage arrived. When I explained that I wanted to know if it had been found he grumpily told me it would arrive at 1am (which night though he couldn’t tell me - last night? Tonight?) and hung up.

Thankfully someone did call from the airport a half a day later, but I had to take the hour round trip to pick it up myself.

In the meantime I started tweeting Alitalia to see if they could help from the moment I realise the bags were lost. It took them three days to reply, at which point I had sorted it.

On my return journey, incredibly unsurprisingly, the problems started almost immediately. I tried to check in 4 hours early, as my whole family were on different flights going to different destinations and so I had to be dropped off. When I got to the desk and explained I wanted to check in early it was greeted with anger. I was asked “why are you here so early?!” As if this was an insane thing to do. I was refused to be able to check in until 2 hours before as it was airport policy. I can understand this, but there was no leeway. When I explained that I have an illness, and was feeling very unwell that day, and needed to get through and sit and relax as much as I could, they shrugged.

This is probably where Alitalia will say this isn’t their problem as the ground staff who check you in aren’t actually Alitalia staff they are airport staff, but as was the issue with the lost baggage, there was no one who would agree to call Alitalia staff and help sort the issue, and no alitalia staff anywhere in the whole airport to assist with customer service.

So, laughably, when our plane out was delayed by 45 minutes, meaning anyone headed into London (most of the passengers) wouldn’t make their connecting flight there was no one to be found to inform us. We had to guess from our app that it was delayed. No ground staff, no customer service staff, nothing. We all just collectively realised no plane had turned up and did our own research.

A number of passengers by this stage were at their limits with how much they could take. All had had their own issues on the way out to their holiday and were furious. Talking with the ground staff, again they were met with bad attitudes and shrugs. When challenged and pushed to get someone from Alitalia to sort out problem they got annoyed with us. Some actually shouting. All name badges were covered and they refused to give us names.

On the flight the staff didn’t know what would happen. Again, I explained that a long delay in Rome would make me even more sick. They shrugged and said all we could do was see when we land. This was beyond infuriating as just a little forward planning could get every passenger onto the connecting flight as there was a 20 minute window - could they put on vehicles and hold the flight? No. Not possible. One up side was that at this stage I spoke with the first Alitalia member of staff who was genuinely listening. She just genuinely felt that there was nothing within her power that she could do.

I had filmed with EasyJet for a documentary a few months back, and had been on around 30 flights with them, witnessing them dealing with all sorts of issues. Because if this I know that what was being asked was within the realms of possibility, and know this sort of thing would be sorted and each passenger would have been informed individually about what they needed to do next. The crew would be liaising with the ground via the captain and would be getting answers.

Who would have thought easyJet would be a treat!!

On the ground we are given tickets for the flight leaving 4 hours later. No apologies. No interest at all in the fact that I have to get myself home the other end - and now have no one who can help me at that time.

With such a long wait I decided to fork out for the lounge as I was feeling so ill by this stage. I needed to sleep. I’m just hoping that they will reimburse me for this but I doubt it very much.

The rest of the journey was uneventful.

I just want to advise people to never use the airline.

Horrible experience from start to finish.

First, I was trying to set up Alitalia account to link upcoming flight to phone app. Made 5 attempts to send verification code to two different phones, no code. Finally call tech service. The woman brushed me off mid-sentence, "it doesn't work. Use email instead." I was taken back by her attitude, but agreed, then she proceeded "OK, then bye". I requested her to stay on till we make sure I can successfully set up my account to which she replied "No it takes too long. Call back if it doesn't work." Call ended. Never had a tech support like that.

Flight out from US was fine. However the flight back was beyond acceptable. My son, upon check in requested an isle seat to accommodate for his leg brace (goes from his ankle all the way up to his upper thigh). After he settled in his seat, a flight attendant came up and told him "You can't sit there. It's too expensive for you." He was shocked by this statement. So he explained his medical condition which requires extra leg space, and this is the seat that was assigned to him at check in. She told him that there are two empty seats just behind him where he can move to so he can put his leg up, to which he agreed.

Then, a mother from another seat requests that she needs to sit next to her child (totally understandable and reasonable). Flight attendant, instead of asking a healthy individual next to her or her child to kindly switch seats, she demands my son with medical condition "You can't sit there. You have to move. This is a full flight, there are no more seats." So in fact, the "two empty seats" were not in fact empty, and she lied to get my son to move. My son rightfully pointed out, "First you assign me a seat, then you tell me it's too expensive for me. You move me the first time to which I agreed, then you tell me I no longer have a seat on the plane?" to that the flight attendant YELLS inches away from his face, " You're being rude!" Unbelievable.
The flight attendant leaves and returns with more staff to escort a kid with a leg brace all the way to the back of the plane. Passengers around him were encouraging him to file a complaint, which we will. Turns out they put my son in the flight attendants seat. The flight attendant, further went on to tell him to stop texting, when he asked why, the plane is not in motion yet, she just yelled back he just can't.

Meanwhile, the plane is sitting for over an hour because they didn't put enough fuel in the tank, and everyone is angry.

During the much delayed flight, he saw a couple with a baby in the middle with car seat in front of him. The same flight attendant started harassing the parents saying they can't install a car seat, and that the baby must be on their laps. They replied, "Yes we can, we bought the seat for our baby". What is amazing is that she is literally on the passengers faces YELLING as if she is there to order everyone around.

What's unfortunate is that she had her name covered up on her uniform, purposely, so no one could capture it. That will not stop us from filing an official complaint however.

Flight number AZ0614 on 7/30/19 departing Rome.
Flight attendant in question is heavy set, blond hair, she was the only attendant who was in a white uniform.

There rest of the staff was pleasant but all it takes is one bad apple to ruin the whole trip. I would give 0 star but 1 is as low as it is goes, so there it is.

It's a funny little airline. It has code share with Delta which is why we flew with them to Italy. Bought a premium economy ticket. We were travelling with 2 adults and 1 child. They gave us a complimentary entry into the Alitalia lounge for just 2 people....odd?

Nice refresher towel when we boarded the plane and a juice. But they didn't do this on our return trip. Things like that bother me.

Movie selection was terrible. Download your shows on Netflix now!

Food was not bad - pasta or chicken. And I think they had Lavazzo coffee too.

They are so bad that they wont even get back to you when filling out a complain.
They are a bunch of muppets and the situation is borderline ridiculous.
I really hope they go bust.

Im fliying from london to Rome and i made mistake about wrong name taping on the system didnt realised until i did my checking in ... claudio who was in charge of Alitalia sort my problem straight away and wvwn didnt tried to sell me a new ticket which was surprising because on the phone customer service was insisted i couldnt fly and had to get a new ticket without even trying to check on the system ... thanks to heatrow team made great work without putting me under stress ... i was worried to go home back with my wife with this awful mistake i made

This airline broke my expensive bag. I went to the counter to inform them of this and the man who works for alitalia at the bag counter said I could complain about this online as he did want to make a report and so he lied to me. After complaining about this online, I was then told I had to report this when I arrived. I have reported this when I arrived and it was not my fault their employee did not want to do their job. They have cheated me. I have lost my expensive bag. The flight eventually costed me more. I had to buy a new bag worth £200. VERY BAD. Also their service is extremely poor. They have taken no liability for their bad behaviour. They owe me a new bag and compensation for their employee lying to me to my face about the 'fake online report' which should help you. Once they have paid me then I will change my opinion of them.

Horrible, rude & unprofessional customer service.
I just checkin my luggage,& had left an old airline tag on,& I found it hard to rip it off.The man who was checking me in, said remove it myself or he won’t check me in. I explained that my hand was hurting,& he just repeated himself.His colleague ignored him,& came to my assistance.
I will not fly Alitalia again, nor will I recommend him.

After paying more than 900€ for a one way ticket Rome-Berlin with my 2 children, despite being the first persons on the line, after 4 priority passengers, the woman at the gate decided - without explanation - that I could not take our small cabin bags with us. She was very unfriendly and rude. After me most of the passengers took their luggage with them. I felt discriminated and treated in a rude way. I would not recommend this company to anybody and I will of course stay away from it myself. There are better, friendlier and cheaper options.

You stole a new wallet in luggage which is a gift for my boyfriend!
THE WORST AND HORRIBLE AIRLINE IN THE WORLD

I flew on Alitalia from LAX to Rome. Somewhere between checking my bag in LA and retrieving it in Rome, my bag was opened and my entire cosmetics case was stolen. To add insult to injury, I had to pay $120 to check my bags- just to have $700+ worth of cosmetics stolen. So heartbreaking and frustrating. On top of that, Customer service is of ZERO help. They refuse to even speak to you about it after 7 days have passed. They won't even make an attempt at making things right. They are barely apologetic but "greatly value your business and hope you will provide us with another opportunity to restore your confidence on a future flight" Such a joke. I will NEVER fly Alitalia again, you could not pay me to give this airline another chance. The plane itself was old and so uncomfortable. Service was SPARSE and the bathroom was DISGUSTING. We upgraded to exit row seats and THANK GOD, because the people in the rows behind us were fidgeting and banging their knees on the seats the entire 10 hour flight. TRUST ME - AVOID AT ALL COSTS.

My family and I went skiing in half term. We flew to Italy with Alitalia and they lost all our bags before we had even left the airport. They returned our ski boots and helmets at the end of the holiday (which was bad enough) but the main bag with all our clothes in wasn't returned until six weeks later. We incurred a lot of costs to make up for all the clothes and equipment we needed to buy/hire and they have offered us very little compensation. Customer service has been terrible. Don't fly with them, it's not worth it and could ruin a perfectly good holiday.

I deeply regret being forced to give them a star at all.
All passengers were removed from the plane at around 23:00, we waited over six hours for a new plane. During that time we were not given any food or normal places to sit on. Non of the passengers who had babies, had their prams and carriages returned to them and we had to hold our babies in our hands for six hours!!!! They ignored countless emails regarding compensation and only responded after a barrister contacted them, and they wrongly claimed that an infant is not eligible for compensation! they will let you down and rip you off.

The worse airline i ever seen my laugage is totally destroyed and i make complaint month ago and no one answer me
now i not want make complaint i will just go every single website write my bad experiences i had with your airline and warning and telling people how terrible Airlines are you!!!!!

Deplorable service!!!!!!!

After waiting 5 minutes for the hostess in charge of the check-in to finish her conversation with her colleague (and ignore me while I was waiting in front of her) , she asked me to put my hand luggage in the hold (while the plane was not full).

After asking her THREE TIMES if I needed a receipt or something to prove that my luggage was registered she answered she was taking care of my suitcase and that I could take my plane ...

On arrival in Paris, I realized that:
- my suitcase was not in the plane,
- my suitcase hasn't even been checked in.

It's a shame to hire a hostess who's not even able to do her job and stick a label on a suitcase.

No excuses from the company, unreachable customer service and a suitcase with very important things lost!

I strongly advise against this company: on my flight 5 passengers faced the same problem. TO AVOID ABSOLUTELY

Here I will put my experience with Alitalia I will be as neutral as possible!
In my opinion it is a company that is only behind the money leaving aside the human part of the service.
I would like to invite everyone who is behind a flight with this company to rethink 2 times even though the value is more attractive.
I decided to write now about 4 months ago, because I think it's worth the people to know about how the company does, and if someone gives up using this company would be a small big triumph.
I am a user that takes a lot of international flight, I am Spanish living in Brazil for 10 years, I travel from Brazil to Europe several times a year and this is the first time I flew with Alitalia, feeling a great inner disappointment. The rest of my family lives in Spain.
The case is that I had a trip scheduled for 10/24/1018 since I was going to go with my wife and daughter to Spain to visit the family.
Due to a sad event that people must pass through, and it was totally under our control, my father passed away a little before the trip (less than 15 days). No history of diseases or symptoms before the occurrence.
The moment I heard the sad news I called the company with the intention of advancing only my ticket to be able to be present in this difficult time and to give support to my mother and hirmaos.
Alitalia informed me that they have a specific procedure for when a death occurs in the family. That is once you have the death certificate in hand you can send to a specific body within the company Alitalia where they will evaluate within a period of up to 3 days the case and only after that give a suffering of that advance of passage without penalty.
In my specific case I decided to swallow such a procedure (since 3 days for them to give a suffering I found absurd, they have the service but making sure that nobody enjoyed it) anti human and archeted with the penalty of 200 dollars + the cost of difference of the current flight.
This procedure already surpassed by 120% the value of my initial round trip.
The death certificate of the official body that Alitalia requires to enter the procedure for them to analyze the situation and decide to take the penalty and see if they can fit in another flight takes 30 days to leave.
That means that if I were waiting for Alitalia's benefit, I could only be with my family 30 days after the event, missing a very sad and unique moment.
I think in these sensitive moments the company has to stay in the place of the other and try to facilitate. It is a service that I paid 2 times probably in my original passage managed to resell the ticket making 3 times
I am an entrepreneur and it is clear that a company should profit but depending on what situations it is a lack of respect for humanity.
Alitalia had the vacancy on the plane on the day that I had interest and charged me a normal ticket .... Still knowing the situation claiming they have the specific procedure ...
Sad very sad just to remember what Alitalia does.
And it did not end there because of the way the ticket was bought (via telephone that I passed all the data on the card) when I was boarding at the largest airport in the country in Guarulhos, I was already checked in for a special check-in window to only after that make the shipment.
The Alitalia employee Renata or Aline did not remember exactly the name but it was one of them, highly unprepared, answering me with my will (it seemed to be public service of brazil), they asked me to send via email the credit card and ID, sad to think that a company as Alitalia does not have a simple scanner and I should have done this myself. While the job was to rest and the help of a company that was outsourced who gave me all the support and solved everything, including ended up packing the bag after boarding has closed.

With that ended my report of a company designed for profit and not for people, creating mechanisms and clauses to defend themselves by saying that they have the specific service ... but in reality little useful is!