ITA Airways Customer Service Issues

I am Mr. Nabil O., and I traveled on flight AZ [redacted] from Paris to Rome on 07/03/[redacted]. Upon arrival in Rome, I collected my luggage. However, while checking in my baggage for Algiers on flight AZ [redacted] on 08/03/[redacted], the agent failed to replace the sticker from Paris CDG Airport with a new one for Algiers. Upon arrival in Algiers, my luggage was missing. Despite filing multiple complaints at Algiers and CDG Paris airports, the luggage could not be located at CDG Paris. It is possible that it may still be in Rome. The missing item is a dark gray Samsonite suitcase weighing approximately 18kg. It has a yellow plastic cord and a multicolored attachment on the handle. Kindly note that the complaint file appears to be routinely closed by the Italian authorities.

I have taken flight AZ [redacted] from Paris to Rome on 07/03/[redacted] and retrieved my luggage upon arrival in Rome. However, when checking in for flight AZ [redacted] to Algiers on 08/03/[redacted], the agent did not replace the luggage sticker from Paris with a new one for Algiers. My luggage did not arrive in Algiers, and despite multiple complaints at both Algiers and CDG Paris airports, it has not been located. There is a possibility that it was left in Rome. The missing luggage is a dark gray Samsonite suitcase weighing around 18kg, with a yellow and multicolored plastic cord attached to the handle. It appears that the complaint file is frequently closed by the Italian services.

Dear Sir or Madam, I am writing to inform you that my family and I had planned to fly to Milan with your airline on the 4th of July. We had made a reservation through booking.com for a flight from Dusseldorf International Airport to Milan Linate Apt departing at 10:50 am. On Monday, June 20th, I received an email notifying me that our flight with booking reference OZNQHO had been rescheduled, making our original travel plans impossible. An alternative flight at 5:35 pm was suggested, but this option would result in losing a full day in Milan. Instead, we have opted to book with another airline for an early morning flight on the same day. We are inquiring about the refund process. "Go to gate" was supposed to request a refund on our behalf, but we have not received a response from them yet. We hope for a positive resolution. I kindly request confirmation of receipt of this message. Thank you for your attention to this matter. Best regards, F.B.

Hello! We flew on July 7 from Athens to Rome (AZ [redacted]) and from Rome to New York (AZ [redacted]). Our names are E. Anastasios and A. Zoumpourtikoudi. We had a checked baggage of 23 kg. When we arrived at New York JFK airport, our baggage was lost. We informed the office about our baggage at the lost baggage office and provided all the necessary information. They told us it would arrive in Mexico (where we are on vacation) on the evening of July 8. However, we have not received it yet, and as there are important items inside, this is an emergency! This is our honeymoon, and we are upset about our lost baggage. Could you please provide us with responsible information regarding the status of our baggage?

I booked a round trip ticket with Delta on Feb 10, [redacted], which was issued through Alitalia for a journey from JFK to Rome/Fiumicino. Delta allowed us to postpone the trip until February [redacted] and has been sending regular updates via email, which we have kept. We haven't received any communication from Alitalia. However, Delta now requires us to deal directly with Alitalia. We intend to use the tickets for a trip from JFK to Rome, then to Toulouse, and back in September. Despite our attempts, Delta insists that we contact Alitalia for assistance. I would appreciate speaking to an Alitalia representative regarding Ticket number [redacted][redacted], issued on Feb 10, [redacted], for the rerouted itinerary as mentioned above. Thank you, Eugenie M.

Hello, My name is Amir Bar Akiva, passport number [redacted]6. On July 16th, I boarded a flight from Tel Aviv to Rome - flight number - AZ [redacted]. At the gate, my cymbal bag, which is a rounded bag containing drum cymbals and has wheels, was checked in with the rest of the luggage. Upon arrival in Rome, my bag did not show up along with other items. My band member, Itamar Borochov, who purchased the ticket, had his suitcase delayed as well. We had to leave the airport immediately for a music festival. Only the next day, on July 17th, when we had our flight back to Israel - flight number - AZ [redacted], we were informed that both my cymbal bag and Itamar's suitcase were still in Rome. Itamar has since retrieved his suitcase, but my cymbal bag is still missing. I urgently request that you locate my cymbal bag in Rome and expedite its delivery to Israel. Attached are the details of my checked baggage ticket. Your prompt attention to this matter is greatly appreciated. Amir

Subject: Follow-up Regarding Compensation Vouchers Hello Alitalia, I am contacting you in follow-up to the email I previously sent regarding the compensation vouchers for €[redacted] that were issued due to the incident at Cairo airport. I have not received a response from your airline after sending back the signed vouchers and our IDs. Since I have not received the compensation vouchers, I am requesting a refund to be processed back into my bank account. I have filled out new forms today and am exploring legal options to recover my funds if I do not hear back within 24 hours. Thank you for your attention to this matter. Best regards, Doaa B. [redacted]

Subject: Baggage Issue on Alitalia Flight Good afternoon, I am Wendy Borrero Gutiérrez with Passport ao899185. My locator: 3ffh3 Flight details: Bogota-Madrid # flight ux194 Madrid-Rome # ux3119 Rome-Trieste # ux3167 I started my journey from Colombia to Trieste. I am currently on a Norwegian Gem cruise at the Molo Bersagliere port. Unfortunately, my suitcase did not arrive. I filed a complaint in Trieste, Italy, Friuli Venezia Giulia with the file number Tag number: UX360243. I have been in contact with Air Europa, who informed me that Alitalia is responsible for my luggage. This inconvenience has caused me a lot of trouble. I kindly request that my luggage be delivered to the Molo Bersagliere port on August 21 (as I am on a cruise and will return by that date), or alternatively, that it be kept at the airport for me. It is very problematic that the luggage did not arrive simultaneously with the passenger. I am looking forward to a prompt response and resolution from your agency. Thank you, Wendy Borrero

I have already requested it. My reference number is [redacted]1. I am Yukari Sato. In detail, I booked a flight through My Trip. I requested a refund from My Trip and received the following response. Please inform me about the refund status and request My Trip to refund me. --- Dear Sato, Thank you for your email. We apologize for the inconvenience. We have received your request to cancel your booking RE92RE. We are able to request a refund from the airline on your behalf. If the airline approves the refund, we will reimburse the refundable amount once received from the airline, deducting our assistance fee. The refund will be credited back to your original form of payment. Please be aware that additional services booked may not be refundable. Let us know if you would like our assistance by responding to this email. Our assistance fee is [redacted].00 JPY per booking. For more details about our fees and your rights under Regulation (EC) no. [redacted]/[redacted], please refer to our Terms and Conditions and FAQ. Kindly note that our fees are non-refundable.

Hello, On 13/08/[redacted], I am flying from Split to Paris via Rome. I am supposed to travel with Air Italia, with a layover in Rome. However, upon arrival at the airport, the flight from Split to Rome is operated by Air Croatia. Upon reaching Rome, Air Italia refused to provide me with a boarding pass for the second leg to Paris. I had to approach the customer service desk where they issued me a ticket for Paris via Frankfurt for the same day. Unfortunately, I never found my luggage, which was tagged from Split to Paris.

I left my passport on one of your planes last Friday. I need it urgently as my mother is very ill, and I am stuck in the US. The flight was from Rome to LA on flight no. AZ620. I realized I didn't have it when I landed. I tried to retrieve it before the plane left for Rome again, but the staff seemed unhelpful. I had moved seats from 48J to row 46/47 in the center aisle. I know it's a quick turnaround, but please, can you make every effort to help me? It would mean everything to me to get it back. Thank you.

Before the pandemic, I purchased two flights from JFK to Rome on June 8, [redacted] through Smartfares.com on Alitalia with reservation code FARNVR. When travel restrictions started, Italy was closed, and due to my wife's medical procedures, we couldn't reschedule. I contacted Alitalia on Sept. 24, [redacted], to request a voucher for future travel to Italy on Alitalia, but I have not heard back. I would appreciate it if Alitalia could issue a voucher for a future flight to Italy.

On November 17, [redacted], I purchased a connecting flight ticket from Pegasus Airlines for December 4, [redacted]. The journey was from Istanbul Sabiha Gokcen Airport to Rome Fuimiciona Airport, and then on to Catania with a connecting flight. While attempting online check-in the night before, I encountered an error specifically for my second flight from Rome to Catania due to ticket and passport information mismatch. At Istanbul Sabiha Gökçen Airport, the counter staff was unable to complete my second check-in and mentioned that it could be done in Rome, proposing to transit my luggage directly to Catania. Agreeing to this, upon arrival as a transit passenger in Rome, Alitalia indicated they had no record of my journey and could not locate my ticket or reservation code. Despite contacting Pegasus Airlines, the issue remained unresolved, resulting in the purchase of a [redacted] euro ticket for the next available flight. Although Alitalia assured me my luggage would accompany me to Catania, upon arrival, my suitcase was reported as lost. Stranded without my belongings, I incurred additional expenses, missed the last bus to Messina, and had to pay a [redacted] euro taxi fare. I seek clarification, resolution, and reimbursement for the inconvenience caused by these disruptions.

Greetings, I am an Italian citizen. My wife and my son hold Indonesian passports but are legally registered in Italy as my wife and son. We obtained the Schengen visa at an Italian embassy without issues almost a year ago. We entered Italy and visited without any problems. Now we want to return to Italy for about a month or two. We would like to decide the return date once we are back in Italy. The visa expires on April 25th, but we want to leave at the end of December and return at the end of January or February. We do not plan to stay until April, so we want to return before the Schengen visa expires. We have bought the one-way ticket (December 22nd with a layover in Cairo) but not the return ticket yet. This is because we are unsure if we will stay for one month or two, but we will not stay more than two months. Can we enter Italy without issues with just the visa and one-way ticket, or do we need to show the return ticket at check-in for our Alitalia flight from Cairo airport to Fiumicino airport? Thank you, best regards, MDN

I experienced a significant delay on my flight from Rome to New York – AZ [redacted], resulting in missing my connecting flight. I had to book a new flight, and Delta advised me to reach out to you for compensation due to the delay. Passenger: Nishu Acharya Date: September 11th, [redacted] Itinerary: Rome to JFK If you require further details, please feel free to ask. Thank you, Nishu Acharya

Flight Change Query I have a booking number JBXZRY for a flight from Toronto to New York Kennedy to Rome to Delhi on 7th March [redacted]. Alitalia sent me an email informing me of a flight change. My transit time in New York Kennedy is now approximately 1 hour and 30 minutes. I want to ensure this will be sufficient for me to catch my connecting flight to Rome. Please verify if this is ample time for me to deboard and board the next flight.

Hello, my name is Christina Polydora, and I have encountered the following issue. My flight time has changed unexpectedly, causing me difficulty as a heart patient who cannot take earlier flights. The flight was at 15:40 and you rescheduled it to 14:00 without informing me. I kindly request that my flight be moved to a later time (after 4 PM). Thank you.

Hello, my name is Christina Polydora, and I have encountered the following issue. The time of my flight was changed, which puts me in a difficult position. As a heart patient, I cannot take the flight earlier. The flight was at 15:40, and it was rescheduled to 14:00 without prior notice. I kindly request that my flight be scheduled for a later time (after 4 pm). Thank you.

Hello, I need assistance with cancelling my booking SGA52R (previously IQXXFO) due to issues upgrading the flight. The customer service helpline at +39 06 [redacted]0 is currently inaccessible. The recorded message mentions technical difficulties preventing call connections. I have rebooked the same flight under ROCWYG with a Superior Flex ticket. The original booking states that a free refund is applicable before departure. I am looking to receive a reimbursement for the canceled booking back onto the credit card used for payment. Thank you.

Dear, I recently had an issue at the Serbian airport as I was not allowed to board the plane due to visa requirements. I traveled to Tunisia in January of this year and was unaware that I needed a visa this time. When I purchased my ticket, there was no information provided regarding the visa requirements. I bought the ticket through the MyTrip website for a trip departing today at 12:20 pm to Rome (FCO) and then on to Tunis. My return is scheduled for the 19th with Alitalia. The reference number for my ticket is EBKTMW. Sincerely, Katarina Miric