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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 my suggestions or file a complaint?

Should you wish to send us your comments or suggestions about Alitalia services, or want to file a complaint, please visit the Claims and Suggestions section.

For any problem related to your baggage you can contact the Lost & Found department at your airport of arrival, whereupon a Property Irregularity Report (PIR) will be opened 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).

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 a 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 a delay of at least 5 hours: refund of the air ticket if you decide to abort your journey
In case of a 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 1500 km;
400 euros for flights of over 1500 km within the EU, and for all journey between 1500 and 3500 km; and
600 euros for all other flights

Monetary compensation is reduced by 50% if the scheduled arrival time of the alternative flight to the final destination does not arrive later than the original flight by:

2 hours for flights of less than or equal to1500 km;
3 hours for flights of over 1500 km within the EU, and for all other journey between 1500 and 3500 km;
4 hours for all other flights

If you are informed within 14 days of the departure date, you can request the reimbursement of your air ticket, or compensation, if the alter native 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 reimbursement 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
reimbursement of your air ticket if the delay renders the purpose of your travel unsuitable

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 km;
400 euros for flights of over 1,500 km within the EU, and for all routes between 1,500 and 3,500 km; and
600 for all other flights

Monetary compensation is reduced by 50% if, for the alter native 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 km;
3 hours for flights of over 1,500 km within the EU, or for all the other routes between 1,500 and 3,500 km; and
4 hours for all other flights

For further information please read the General Conditions of Carriage.

How can I request for my ticket to be refunded?

Refunds are always related to the type of 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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