Alitalia 

I am an international student studying in Barcelona and I arrived from Roma on the 28th and all 3 of my bags were lost and they called me on the 29th and said that they will deliver the bag from 6pm to 10 pm and when they called I couldn’t respond because I didn’t hear the phone so I called at 10 and I changed the address then I called the next morning and they said that the bags were delivered but I didn’t sign for them and no one I know signed for them so I went to the airport and the airport said they will be delivered on the 30th but nothing came so I called again and they said that they can’t locate my bag and it was delivered so I want to understand how can you deliver a bag without any ID or passport to prove that the bags belong to that person I start university today And I can’t do nothing because my laptop and my money and my credit card and my residence papers are in the bags and it’s been 5 days and they still haven’t located my bags and I also paid for an extra bag then came day 5 they finally found my bags and sent them to me but my bags Had holes in them and my clothes got stolen, my laptop got stolen, my designer bags got stolen basically everything. So please don’t ride with them the customer service stinks and they suck as a company they don’t care about their customers. I wouldn’t recommend this airline to anyone

Flying for the first time with AlItalia and I’m already regretting my decision to fly with them. I’ve just checked in online and it has only generated partial boarding pass for one flight only. It is unable to provide boarding pass for connecting flight nor allowing to change seat number for connecting flight. Keep getting error but no boarding pass for connecting flight! How am I supposed to fly with them when they can’t even provide a proper boarding pass!

Bad bad bad call center, be prepared to long waiting, awful music and when finally you get someone on line, its common to put you on hold for more time.
the outcome of the phone call? problem not solved , assistance not received, frustration and generally incapable to offer an efficient customer service.

wish yourself to never have to have to call Alitalia cuz its bad bad bad

Decent, but the leg room on a short 2 hour flight was the worst I have experienced. The staff were friendly, albeit in a fairly stern way. I would use them again but I am quite shocked at the lack of space for your legs. I heard others complaining too.
The flight was also delayed by 7 hours, but they did offer a hotel and meal for free so can't complain too much.

Heathrow staff . Alitalia desk with the beard guy who seemed not to understand English. Today at midday as I was stuck in traffic M4 . Lost 700 pounds. Thanks but no thanks aitalia

Worst flight attendant I ever met. Arrogant. Flight AZ0224. He was the one supervising the other flight attendant. Ended arguing with him cause I had headphones leaned on my head during take off. Ears completely free, no music coming out. I get the policy, and this is about his manners. Offensive. Plus he did not pick up waste from my table and not even thank passengers at landing.

I wouldn't fly with them again, unless much cheaper.

Had a flight to Rio recently, and while the check-in staff were really friendly and nice in London, I can't say the same for the air hosts.

I don't know if everyone was having a bad day, or if they're always that rude and unhelpful...

Also, the plane was super old, looked like a computer running Windows 95. There were delays, and not much space.

The only reason why I didn't give one star is that the food was quite good, being Italian.

It would have zero stars if it let me. I can honestly say with all these bad reviews how they even have a license for business. Flew with them to Mauritus with a connecting flight from Rome on the 1st November 2018. My seat reservation on both flights Was not allocated to me. The first flight was delayed by and 1 hour giving me only 20 min connection from Rome to Mauritius. What they don’t tell you is the connection terminal is over 20 mins and you have to get a shuttle train. I just made my flight with pools of sweat. If I was with a child or an elderly person I would have missed my flight. Got to Mauritus to be told me bag will arrive 3 days later! It been a month since I wrote to complain and not a single response. Pretty disgraceful airline.

Not only last September, I ended up at Fiumicino airport for 10 hours.
At my arrival home, I asked the company to look into the matter.
It's over 2 months now… they didn't even have the decency of answering to my messages.
Never will I fly with this company. Absolutely unrespectfull

Overall experience: I missed a wedding, missed a pre-purchased train ride, was stuck in London City airport for 5 hour and extremely poor customer services.

Recommendation: Spend your money on other airlines beside Alitalia as it's possibly the worst airline I've ever flown with. Even the 'budget' airlines provide more reliable and supportive customer service when compared with Alitalia.

I was flying out to my wedding and Alitalia didn't deliver the checked bag (with wedding dress and shoes etc.)... turned out that they didn't manage to transfer it to connecting flight despite on time arrival.

Awful customer service. Avoid.

DO NOT TRAVEL ON ALITALIA!!!!! This is a third world, ignorant airline that is worse than every single budget airline on the market. How do they employ such ignorant personnel - a Sardinian sheep farmer probably has more education and manners. They have no customer service whatsoever to speak of. Any mistake or change for them is an excuse for extortion - think cosa nostra!! YOU CANNOT SPEAK TO CUSTOMER SERVICES AND THEY WILL NOT HELP YOU - AND EVEN LAUGH AT YOU. They are not educated or trained to sufficient standards to be involved in this industry. Take my advice and avoid them like the plague. Most customer service personnel communicating the way that they did would be sacked at a standard UK company. We're £600 worse off - but will not progress it further as you have to recognise a lost cause and this sticks out like a sore thumb; I'd feel more comfortable asking Sir Phillip Green for a pension update. ALITALIA have not progressed since 1952 in any way or form. How long before they go bust!!!!???APPALLING!!!!

I had very good flight with Alitalia the only problem with them is the time, always late!!

Literally doesn’t even deserve a star. WORSE CALL CENTER. WORSE COMPANY. WORSE PLANE. WORSE FLIGHT ATTENDANTS. WORSE AIRPORT STAFF. They didn’t even know I had a pet IN CABIN. REFUSED to speak english or Portuguese ( even though left from uk to Brazil ). I had a pit stop in Rome and staff thought I didn’t understand Italian and JOKED AMOUNG EACH OTHER THAT MY CAT HAD FLEAS besides other things and once I contested them they acted like they said something else. The guy had a beard and was old enough to be my dad. Flight attendants DIDNT EVEN KNOW I HAD A CAT IN CABIN AFTER 10 HOURS ON THE PLANE! Call center REFUSED to let me speak to a supervisor after giving me different informations about the same thing. Oh, THEY ALSO CHANGED the PRICE of a fee depending on which country you asked it from! Call center in English is in a non English speaking country and not all staff speak a well enough English to be in a call center ( some do, I spoke to 3 different people) and the one called DAN that had the worst English also was the first one to deny me to speak to a different person or the supervisor. LITERALLY DO YOURSELF A FAVOR AND DO NOT, I REPEAT, DO NOT TRAVEL WITH THIS COMPANY. I only bought a ticket because there was only two choices leaving from London in which I could take my cat in cabin and I choose this one because it had the “shortest” flying option. I have travelled with many companies between America, uk and Brazil and I have never witnessed such horrible customer service. Like, there hasn’t been A SINGLE part of the company that was good. Oh, btw, FOOD IS ALSO DISGUSTING. Airplane food isn’t the best to begin with, but this company was able to top it off. It was so bad I didn’t even get breakfast on the flight because not even the bread was worth saving. They don’t know how to use full sentences either. You know how flight attendants usually go by: would you like bla bla bla or bla bla bla? And you say thank you and they reply your welcomed? Yeah, that doesn’t exist in this company either. It’s just bla bla or bla bla and forget about the manners after. They also refused to let me change my seat on the first plane from uk to Rome until I put my food down and said I’d let my cat out of his case because he was hiperventilating on the floor because guess what? AC DIDN’T WORK PROPERLY EITHER! First and last time travelling with this company.

I have flown with Alitalia twice and will never do so again. On my way to Jordan I had a six hour delay and they made me wait in a line (for 6 hours straight!!!) to get information. No food tickets and only rude staff. Eventually I booked a ticket with a different airline to get to my job interview on time. They said my bags would follow me but they never made it to my destination or ever to be seen again. I never got a refund for the lost bag. On my return flight I flew business class, which was a joke. they asked me if I wanted to read a magazine so I accepted, they only had magazines in Italian.

We travelled 3 times with Alitalia. The staff was polite and helpfull, the food on board was better than other airplane food. Also, no significant delays.

Flight delayed 20 mins before boarding, and some staff are so rude and looks like they don’t know how to appologise for/on behalf of the company that they represent, really upset will never be traveling again, I normally travel a lot around Europe and it was first and going to be the lass time!!!

I have been flying with Alitalia for many many years... not any more... my horrible story .... below is what I sent them. They replied with it’s not their fault it was FlyBe fault even though I booked through Alitalia website and paid them... I sent them receipts for my clothes and food and they didn’t even refund that. Worst customer service... never again... after 25 years

Dear Alitalia,

I was traveling from Manchester (MAN) to Lamezia (SUF), and return flight February 2018.

My husband drove me to Manchester Airport, I arrived at 04:45 and went straight to the check in desk. I asked for my 3 boarding passes, as a frequent flyer I've found it common practice to received them at this time. I was only given the boarding pass to Paris and advised to collect the connecting passes on my arrival. I handed in my luggage which was weighed and labelled as usual and went through security.
I was at the gate as soon as it was announced with plenty of time and boarded the flight at 6:30. At 7.15 the pilot informed the plane that the flight was delayed due to weather in Paris.
We took off at 8:00 and arrived in Paris at 10:30, where we waited till 11:00 for the plane to dock so we could go into the terminal.

I went to the self-service kiosk, and tried my details, as the machine couldn't help I headed toward airport security, where I was advised by a SkyTeam employee to stand in a queue with other passengers to access the SkyTeam counter for my new boarding passes.
I felt like I was in the wrong place, so while standing in the queue I asked to check my details with multiple SkyTeam employees (at least 4 different people), to make sure I was queuing in the correct line. I showed all of them my itinerary and asked if possible to sit somewhere at least as I was five and a half months pregnant. They continuously told me to just stay in line and not leave my spot.
After standing patiently for 3 hours I asked for a glass of water to take my prenatal vitamins as I was being told not to leave the queue and even if I could, there was no where to buy water as I would need a boarding pass to get through security first.
One SkyTeam member told me to go and drink water from the washroom sink. When I advised I was pregnant (and clearly showing) and asked if the water was safe as this was for prenatal vitamins, he just looked away and walked off.
Another kind gentleman from the queue seeing this went and found some paramedics who then brought bottled water for everybody (now 4 hours in).
After standing for 7 hours, they brought some airport food trays, and placed them on the counter at the front of the queue. With no consideration for the elderly, disabled, mothers with children or pregnant the unorganised situation turned into a first come first serve race, some people were taking a few trays for themselves. Luckily for me I had made friends with a lady from Italy and a lady from Prague standing next to me in the queue. The lady from Prague was able to get 1 tray for the 3 of us, and we shared this together.
A few good men observing this demanded more attention for the disenfranchised and after an hour of arguing with staff were able to get a few more trays for some of the elderly and shared some with me.
At 20:45 still standing, an employee from SkyTeam pulled me out of the queue to help me. He called the Alitalia desk who advised him that I needed to go to the Flybe desk for my new boarding passes and that they would have my accommodation arrangements for the evening.
The SkyTeam employee helped me through security and gave me a note so I could get to the Flybe desk. I arrived at the desk at 21:10 to find it empty. Unsure what to do, I went to the airport information a little further up and explained everything to them and showed them the note the SkyTeam employee had given me. They called the Flybe desk and the phone was answered by another company sharing the desk. They advised that the Flybe desk attendant had closed early and gone home. The airport information assistant then called the Alitalia desk to help as I was pregnant and stranded, but no-one answered the phone. I was then advised the best I could do was to sleep in front of the Flybe desk and someone should be there before 5:30 in the morning to help me.

Feeling tired, uncomfortable and hungry I got a bottle of water a chocolate bar and a strawberry moose from a vending machine as there was nothing else open and I had no boarding pass to try and get anywhere else in the airport.
I called my husband to see if there was anything he could do. He tried calling the numbers that the information desk had given me, but he was unable to get any more assistance. We both looked to try and find accommodation nearby, but by this time the closest hotel available was over 30 minutes away by taxi and I was also scared to be stranded in Paris for a longer time if I would be unable to return to the airport easily enough. I spent the night on the phone with my husband and mom as my baby was restless now and wouldn't let me sleep.

At 5.00 in the morning, I was first in-line at the Flybe desk as more stranded passengers started to join me. The Flybe assistant arrived shortly after 5:30, and after 15 minutes she found I had been booked on the 6:10 flight from Paris to Rome. She told me to run to the SkyTeam counter in the next terminal to get my boarding pass. I ran as fast as I could to get outside to find I had to cross a scary looking car park covered in snow and ice while being alone, heavily pregnant, tired and scared for my baby if I should slip and fall.
I arrived at the SkyTeam counter and was told I needed to get the boarding pass from the Alitalia office. I went to the Alitalia office, and found a lady in an Alitalia uniform who didn't speak any Italian, and was having difficulty with English. Between her English and my weak French, I was able to understand that her computer wasn't working and that I had to wait till the Alitalia customer service phone number opens. I did as she asked and when the time came the lady called the number and gave me the phone. The agent on the phone told me I had been booked on another flight leaving shortly, and I should go back to the SkyTeam counter again where they would print my boarding pass.
Queuing again at the SkyTeam counter I was in a priority line and the only customers ahead of me had difficulties which appeared as bad as mine. When it was my turn I was told I couldn't get this flight either, and I should now queue up at the AirFrance office as they would have availability for me.

At this point I was breaking down and standing in the AirFrance queue I started crying. A lovely gentleman, came out of the AirFrance office and took me to a room where I was allowed to rest with some privacy while he booked me on the next available AirFrance/Alitalia flight to Milan (LIN) and then with Alitalia from Milan (LIN) to Lamezia (SUF). He took me back to the SkyTeam counter to get my boarding passes when the lady from the Alitalia office came to harass me with rude comments about my being pregnant and not allowed to fly. I politely showed her that I was fine to fly by the Alitalia regulations and also had all my pregnancy documents which showed I was safe to fly. With no apology she walked off.
The SkyTeam counter and the gentleman from AirFrance helped me get my next 2 boarding passes and confirmed for me that my luggage was begin moved to the new flights.
I went through security and waited at the gate till my departure time.

When I arrived in Lamezia my luggage was missing, I went to ask at the lost luggage counter and they gave me the reference Number for my lost luggage.
Over the next few days I kept in contact with the office in Lamezia while my husband also tried calling Alitalia, Flybe and AirFrance to find my luggage. I needed it because it contained my maternity clothing and medication for my teeth because I had a pregnancy related infection.
On the 11th in the evening, I received a text message that my luggage had been located in Paris.
On the 12th in the morning, I received a message that my luggage would be arriving by lunch time at Lamezia airport.
When the luggage had arrived the airport staff called me to let me know they could deliver the luggage on the 13th in the afternoon or if I wanted it sooner they could make it available for collection. I was staying over an hour away from the airport looking after my grandmother with parkinson's in the mountains, so I said I would be grateful for them delivering it to me. Took 1 week to get my luggage back.

On the 21st my return journey was normal until I arrived in Manchester to find once again my luggage had been lost, this time in Rome.
My luggage was returned on the Friday (23rd) evening, now cracked.

The hardest part of this experience for me was seeing the lack of concern given by Flybe and Alitalia staff over the treatment of the elderly, disabled, mothers with children and pregnant.

Their response to this was... it's not their fault call Flybe!!! not that Flybe was any better they just completely ignored the emails.

Not flying with either anymore!

Easy booking system, polite staff, all flights I have had with them on time. I wouldn’t hesistate to book with them again.

I am still waiting for my miles to be credited after contacting the company too many times

Total inefficient and lack of respect for the customer

I have contacted them at least 5 times and always a different response and a lot of time to retrieve basic information.

A total disgrace