Attached is a complaint letter to Alitalia describing what happened to my husband and me on a recent vacation. To Alitalia's credit, they did reimburse me for $300 on a $150 expense. To their shame, the letter remains unanswered. And due to serendipity, we did pack a small duffel bag with bare necessities which brought down tremendously our expenses trying to get by for 8 days without luggage.
51 Madison Avenue - Suite 2000
New York, NY 10010
Ph: (212) 903-3575
To Whom It May Concern:
I would like to demonstrate my extreme dissatisfaction with Alitalia by relating my experience with the flights and the issues we had getting to Rome and receiving our luggage.
My husband and I took an Alitalia flight to Rome on September 28 (5:30pm) out of Newark, NJ. Due to severe weather we missed a connecting flight on El Al to Tel Aviv. Here is a brief summary of the experience: 1. the flight attendants were indifferent to the passengers, especially to non-Italian speakers; 2. it was close to impossible to figure out how to rebook a connecting flight to Tel Aviv at Fiumicino.
Additionally, Alitalia lost our luggage, and during our stay in Israel in was impossible to get anyone to tell us why we can’t get the luggage. The Alitalia website luggage tracking page was not returning any information on retrieval of our file (file number TLVAZ59658).
Upon arriving to Rome on an Alitalia flight from Tel Aviv on October 5th (the flight left Tel Aviv around 3pm), we went to the Lost and Found counter of Alitalia (it was around 8:00pm local time). The representative was unable or unwilling to offer us any meaningful information: she sent us to look for our luggage in a secure area we were not allowed to enter; she claimed she was unable to update our file with the address of our hotel in Rome; she acted in the utmost unprofessional manner, using statements like “I am not your slave”, “I will take my time”, etc. Only when we refused to leave and requested to see her supervisor, did we get proper assistance from the airline. The supervisor acted professionally and assured us that she would do her best to locate our luggage, which she did next day.
As a result of this experience, my husband and I traveled in 2 countries for 8 days without luggage. I attribute this problem to what I have seen as total indifference to passengers’ needs on the part of Alitalia. Certainly at this point I will not recommend any of my friends or co-workers fly Alitalia in the future.
Attached to this letter is the claim request for reimbursement of incurred expenses due to the delay in luggage delivery.
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