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The contract governing air transport between Alitalia and the passenger is regulated for the flights to/from USA and CANADA by the Tariffs governing transportation and the General Conditions of Carriage contract for other flights. Tariffs and Conditions are supplemented by the Fare Regulations applicable to the specific air transport service and ticket.
THE REGULATIONS GOVERNING CARRIER LIABILITY, ITS LIMITATIONS AND COMPENSATION FOR DISSERVICE TO PASSENGERS WITH REGARDS TO AIR TRANSPORT OF PASSENGERS AND BAGGAGE.
CARRIER LIABILITY, LIABILITY LIMITS
Liability limits of Carrier in accordance with EU rights and the Convention of Montréal.
In the event of denied boarding, the cancellation or delay of flights the Carrier will provide assistance that may include compensation, refreshment and other care and reimbursement in the event and to the extent required by any law which may apply. The Carrier shall not otherwise be liable to the Passenger.
DENIED BOARDING MANUAL
In case of denied boarding, read the guidelines of the DENIED BOARDING MANUAL.
INFORMATION ON THE PROCEDURES AVAILABLE FOR OUT-OF-COURT RESOLUTIONS OF CONTROVERSIES BETWEEN THE CARRIERS BELONGING TO THE ALITALIA GROUP AND CONSUMERS.
STATEMENT OF UNDERSTANDING
Read the Statement of Understanding between Alitalia - Compagnia Aerea Italiana S.p.A. and consumer protection associations signed July 5, 2010.
Download the STATEMENT OF UNDERSTANDING
On July 19, 2010, Alitalia and the major Italian consumer protection associations signed a Regulations for Joint Conciliation agreement facilitating the out-of-court settlement of disputes between the Airline and consumers through a cost-free Conciliation Commission established and jointly managed by the signatory associations and the Airline.
The 17 signatories of the agreement were: ACU, Adiconsum, Adusbef, Adoc, Altroconsumo, Assoconsum, Assoutenti, Casa del Consumatore, Centro Tutela Consumatori Utenti, Cittadinanzattiva, Codici, Confconsumatori, Federconsumatori, Lega Consumatori, Movimento Difesa del Cittadino, Movimento consumatori and the Unione Nazionale Consumatori.
The Regulation is one of the key elements of the Statement of Understanding signed on July 5, 2010, and in addition to conciliation called for the definition, within one year, of a Charter of Services and a commitment to provide passengers with clear information regarding their rights.
Alitalia was the first airline to sign a conciliation agreement and to establish a permanent negotiating forum with consumer protection associations and considers these methods useful for stimulating the improvement of quality, increasing customer satisfaction and reducing the length and cost of legal proceedings. These initiatives have been taken with the protection of and respect for consumer rights in mind.
Consumers can turn to the conciliation procedure should they not get a reply or an unsatisfactory reply on their claims stemming from disputes regarding flights taken since July 1, 2010, or when there is a variance between the obligations and/or commitments assumed by Alitalia and those actually experienced by the passengers.
Download the entire text of the CONCILIATION REGULATIONS
HOW TO FILE A REQUEST
In order to start the conciliation procedure, you must file a request at the Conciliation Office in one of the following ways:
- Online, clicking here
- via email to firstname.lastname@example.org
- via fax to: +39 06 6563 8015
- by registered mail with return receipt requested to: Ufficio di Conciliazione Alitalia S.p.A. / Associazioni dei Consumatori c/o Alitalia S.p.A., Piazza Almerico da Schio, 00054 – Fiumicino (RM)
You can also call the Conciliation Office from 10:00 to 13:00 from Monday through Friday at the following number: +39 06 6563 8014.
Download the CONCILIATION REQUEST FORM
This section is intended to provide you with information regarding Alitalia procedures, policies and methods for handling certain aspects of your travel, including events not foreseen. Accomplishing the best Customer Service is for Alitalia a mission, that’s why we elaborated this document in 12 points known as Customer Commitment where you will find our responsabilities and the way we fulfill them. We remind you that Alitalia Customer Commitment applies to all domestic and international itineraries that originate in the USA.
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