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FAQ - Customer Relations
Answers to a wide range of frequently asked questions about Alitalia's services and products, locations and benefits and many of travel related issues.
Should you wish to send us your comments or suggestions about Alitalia services, or want to file a complaint, please visit the Suggestions and Recommendations section.
For any problem related to your baggage you can contact the Lost & Found department at your airport of arrival, where a Property Irregularity Report (PIR) will be filled in and you will receive further instructions.
For more information please visit the Baggage Assistance section.
To request compensation for personal items damaged on board, please send a written claim to the Customer Service department in your area, attaching the original copies of the following documentation:
For any problem related to your baggage you can contact the Lost & Found department at your airport of arrival, where a Property Irregularity Report (PIR) will be filled in and you will receive further instructions.
For more information please visit the Baggage Assistance section.
To request compensation for personal items damaged on board, please send a written claim to the Customer Service department in your area, attaching the original copies of the following documentation:
- Full report written by a cabin attendant on board your flight
- Copy of the airline tickets for the journey concerned
- Receipt from the dry cleaner as evidence that the damaged item required cleaning
- In the event that the damaged item could not be cleaned, please send the damaged item with a declaration from the shop where the item was purchased, showing the date of purchase and cost of the item (delivery costs will be covered by Alitalia).
In the event of denied boarding, cancellations and prolonged flight delays, Alitalia acts in full compliance with current EU regulations, and with the regulations of other countries outside the EU community by informing passengers of schedule variations in advance.
EU Regulation 261/04.
EU Regulation 261/04.
- In case of delay of 2 hours or more: assistance, meals and drinks will be provided to passengers in relation to the duration of the delay; passengers are entitled to two phone calls or messages via telex, fax or email;
- In case of delay of at least 5 hours: refund of the air ticket if you decide to abort your journey;
- In case of delay until the following day: hotel accommodation and transportation between the airport and the hotel.
No compensation is due if the flight is cancelled as a result of extraordinary circumstances that the Airline could not have avoided even if all possible precautions had been taken.
In other cases, monetary compensation is awarded in accordance with the EU regulation 261/04:
If you are informed within 7 days of the departure date, you can request the refund of your air ticket, or compensation, if the alternative flight offered does not guarantee departure within 1 hour and the arrival within 2 hours of the original flight.
In other cases, monetary compensation is awarded in accordance with the EU regulation 261/04:
- 250 euros for flights of less than or equal to 1,500 kms.;
- 400 euros for flights of over 1,500 kms. within the EU, and for all journey between 1,500 and 3,500 kms.; and
- 600 euros for all other flights
- 2 hours for flights of less than or equal to 1,500 kms.;
- 3 hours for flights of over 1,500 kms. within the EU, and for all other journey between 1,500 and 3,500 kms.;
- 4 hours for all other flights
If you are informed within 7 days of the departure date, you can request the refund of your air ticket, or compensation, if the alternative flight offered does not guarantee departure within 1 hour and the arrival within 2 hours of the original flight.
In the exceptional case of denied boarding despite holding a confirmed booking and being on time for check-in, you have the right to choose between:
- being offered alternative flight transportation by the next available flight, or on another flight at a later date of your choice; or
- refund of your air ticket if the delay makes the purpose of your travel useless
- 250 euros for flights of less than or equal to 1,500 kms.;
- 400 euros for flights of over 1,500 kms. within the EU, and for all routes between 1,500 and 3,500 kms.; and
- 600 for all other flights
- 2 hours for flights of less than or equal to 1,500 kms.;
- 3 hours for flights of over 1,500 kms. within the EU, or for all the other routes between 1,500 and 3,500 kms.; and
- 4 hours for all other flights
Refunds are always related to the fare applied at the time of your ticket purchase:
- With an electronic ticket purchased on the Alitalia website or through the Alitalia Call Center, contact your local Alitalia office;
- With a paper ticket purchased through an Alitalia ticket office, please contact an Alitalia office;
- With an electronic or paper ticket purchased through a travel agent, please contact the travel agent directly.
You must contact the airline (or travel agency) where you purchased the ticket.
Yes, certainly. You will be able to use it via the Air One call center or website.