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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.
  • How can I send suggestions or a report following a disruption of service?
    If you have any suggestions or comments on Alitalia’s service or you would like to make a report following any disruption of service, please see the Post-Flight Assistance/Suggestionsor Reports section. 
    For any problems regarding your baggage, please go to the Lost & Found Office at your arrival airport where a Property Irregularity Report (PIR) will be issued and you will be given a letter containing information and references, necessary for proceeding with your claim.  For more details, please see the Baggage Assistance section                                                                                                         
  • What are my rights in case of flight delay, cancellation or denied boarding?
    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.
  • What are my rights in the event that my flight is delayed?
    • 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.
  • What are my rights in the event that my flight is cancelled?
    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: 
    • 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
    Monetary compensation is reduced by 50% if the scheduled arrival time of the alternative flight to final destination does not arrive later than the original flight by: 
    • 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 14 days of the departure date, you can request the refund of your air ticket, or compensation, if the alternative flight offered does not guarantee you the departure within 2 hours and the arrival within 4 hours of the original flight.
    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.
  • What are my rights in the event of denied boarding?
    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
    Furthermore, you are entitled to a monetary compensation according to the current EU regulation CE 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 routes between 1,500 and 3,500 kms.; and
    • 600 for all other flights
    Monetary compensation is reduced by 50% if, for the alternative flights offered to the final destination, the scheduled arrival time is not later than that of the original flight by: 
    • 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
    For further information please read the General Conditions of Carriage.
  • How can I request my ticket refund?
    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.
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