Alitalia Reviews

**update: the phone line goes dead now. 3 calls this morning.
Customer service the worst. Spent two days calling. Average wait-time 35minutes. The line dropped 13 times once someone responded. Finally spoke to someone on the 14th. The computer could not accept the voucher. Was to be called back in "an hour"...that was 7 hours ago.
All because they made a massive mistake, and gave me a voucher for my flight to make up for their mistake.
This is the national airline of an EU country, a G7 country. AND their English messages are also completely erroneous, that they seem like someone learned new English words from their teenage child.
This airline is a joke. It's a company run by adults that act like children. Their whole system is about avoiding customers and efficiency. Avoid.

Alitalia does not know how to spell customer service. Totally unprofessional.
This is one of the worst companies I had to deal with.
In Nov 2020, we had to cancel our flights Zurich - Rome due to a health emergency. I rang Alitalia beforehand to establish the correct procedure. They asked for a doctor's statement and promised a refund. We submitted all the documents and waited patiently. Calling their customer dept in December we heard that they are still dealing with the case which was an outright lie, as we found out on a later all in February when they said the refund dept had turned down our request in December. No communication at all. We were left in the dark.
I spent hours on the phone and emailing - feeling totally ignored and not appreciated as a customer at all.
They never write back and on the phone they lie in your face.
British Airways was the complete opposite. Same case: we had to cancel flights and received a voucher / refund instantly! No further action was needed.
If you don't want to lose your money, time and nerves, avoid Alitalia! They take you for a ride. Not worth it!
My ref no: 6003612904

Possibly the worst experience ever. Bar none. I was shouted at by one of their customer (DIS)service personel after I called to see what my options were with regards to an upcoming and non-refundable flight I could not longer board. I was told that my flight will be left open, but when I asked to have a confirmation for this, I was told that this was not possible (?). I very calmly explained that the since the flight was quite expensive, I would rather have confirmation that this will be left open. Is it really too much to ask, Alitalia? I wouldn't be able to book a flight just by telling you that 'yes, I will pay', so why not implementing a very simple solution that will give us peace of mind? A confirmation? It's automated these days! It seems that Alitalia does not operate this way. Top of the pops (but then, again, this is Alitalia, so don't expect anything) I got shouted at, treated like an idiot, and I was asked if I understood what the operator was saying, and that I was repeating myself in my request. All these things, from the people who are offering assistance to their paying customers. It seems to me that disservice runs high within Alitalia, and that people working on their customer service lines would benefit from a training course to refresh their skills, particularly when it comes to being empathic with a paying customer. They should also be told that to shout at a customer is never OK.
But maybe these are common, entrenched practices and nobody cares (and checks) within Alitalia. So, well done Alitalia. You're keeping up in line with all the bad reviews I have read so far. And more to come, it seems!

Their advertised customer support phone numbers don't even work
Emails are received with an auto-reply and after that, nothing...

After almost 1 year since my refund request I have never received any refund nor a voucher.
The call center is a joke they hang up as soon as you hear the work refund.
The worst air company ever!
Note I have called at least 20 times and I have emailed the company 3 times!
More than 9 months waiting...

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

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

Cancelled my xmas flights, money returned to my card in 1 week. CS centre in Albania is very helpful, courteous, and speak very good English. Personally, nothing but praise for the service i have received.
I am looking forward to flying with Alitalia again next year. Best business class i have experienced.

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

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