Passenger rights

DELAYS AND CANCELLATIONS

 

Our goal is to offer you punctual and regular flights but, sometimes, despite our desire to operate with maximum efficiency, it is not possible to avoid the occurrence of some inconveniences.

We know that delays and cancellations can interfere with your travel plans and we are trulysorry when this occurs and we will always do our best to limit any inconvenience.

For this reason, we will keep you updated with real-time information via our app, the Flights Info tool, text and email.

In the event of a delay we will always try to ensure that you can depart as soon as possible.

If your flight is regrettably canceled, you will be offered, where possible, a transfer to another Alitalia flight or other comparable travel alternatives that will allow you to reach your destination as soon as possible, or, if you prefer, the total refund of the your ticket.

In the event that we are not able to provide you with timely assistance due to objective difficulties - for example in critical operating circumstances due to events affecting a large number of flights - and it would be easier and faster for you to independently book a hotel accommodation or receive snacks, meals or transport, we will reimburse the reasonably incurred costs, upon receipt of appropriate documentation. In this case, we will do everything possible to refund you as quickly as possible.

In the event that we provide assistance, such as hotel accommodation at the airport or transport by bus to and from the airport, and you decide not to accept it and make your own arrangements, we will not be required to reimburse you the costs.

In the event that a delay of more than three hours or cancellation should be our responsibility, you will be entitled to compensation based on the provisions of Regulation EC261/2004, as subsequently supplemented by the decisions of the European Union Courts.

However, should the delay or cancellation be caused by "extraordinary circumstances" beyond our control, for example due to adverse weather conditions, an air traffic control strike, airport closures or other causes not attributable to Alitalia - you will not be entitled to request compensation.

 

For more information on your rights in the event of delays and cancellations or other service issues, please visit the section: Carrier Liability.

 

Or the sections regarding passenger rights:

on the ENAC website

on the European Union website

 

WHAT HAPPENS IF A FLIGHT HAS BEEN DELAYED?

1. ASSISTANCE FOR ACCOMMODATION, MEALS AND TRANSPORT

Our ground staff will provide you with vouchers for the purchase of drinks and snacks or a meal if the delay is extended for more than two hours for flights with distances of less than 1,500 km, more than three hours for flights between 1,500 and 3,500 km, more than four hours for those over 3,500 km. 

If we are unable to provide you with vouchers, we will reimburse the costs incurred if you present the appropriate/reasonable receipts in consideration of the waiting times.

In the event that the delay required an overnight stay and you were not in your city of origin, our airport staff will organize your accommodation. We will ensure that the hotel provides you with an adequate meal (excluding alcohol).

We will also provide transportation between the hotels and the airport. If we are not able to provide you with the transport service, we will cover the costs associated with taxis, buses or local metro services to and from the airports, but not unreasonable costs such as private transfer services. Also in this case, it is necessary to keep the receipts/bills in order to request a refund.

2. PHONE CALLS

We will refund the cost of up to two phone calls to reorganize your travel plans.

3. TICKET REFUND

In the event that the expected delay is more than five hours, you can cancel the flight and get a full refund of your ticket. To cancel your flight, please contact our ground staff at the airport or contact our Contact Center.

4.COMPENSATION

In the event that your flight is delayed in its arrival for more than three hours for reasons that we are responsible for, you may request compensation based on the provisions of Regulation EC261/2004, as subsequently supplemented by the decisions of the European Union Courts.

If, on the other hand, the delay was caused by "extraordinary circumstances" (for example: adverse weather conditions, strikes, airport closures or other causes not attributable to Alitalia) you will not be entitled to any compensation provided by Reg EC261/04.

WHAT HAPPENS WHEN YOUR FLIGHT IS DIVERTED

If your flight has been diverted and it has not been possible for us to transport you to the original flight destination, we will organize an alternative transfer to take you to the airport of your final destination in addition to providing you with the assistance stipulated by Reg. EC261/2004 if necessary. If we are unable to organize a transfer, we may ask you to arrange your own transport. We will reimburse you for any expenses related to trains, buses or taxis, but not unreasonable costs such as private transfer services. In the event that we organize a transfer and you opt for a different alternative, we will not be required to cover these expenses.

WHAT HAPPENS IF YOUR FLIGHT IS CANCELED

1. ALTERNATIVE TRANSPORTATION TO YOUR DESTINATION OR A REFUND

If, unfortunately, your flight is canceled you will be offered, where possible, the transfer to another Alitalia flight or other comparable travel alternatives that will allow you to reach your destination as soon as possible, or, if you prefer, a full refund of your ticket.

In the event that you were offered an alternative mode of transport and chose to book another vehicle independently, we will not be required to reimburse the costs incurred and to provide assistance.

If your booking was made through a travel agent or a third party and you wish to request a refund, you will have to ask them to make a request on your behalf as we can only refund the person or company that issued your ticket.

2. ASSISTANCE FOR ACCOMMODATION, MEALS AND TRANSPORT.

Our airport staff will provide you with vouchers for the purchase of drinks and snacks or meal, depending on] the waiting time.  If we are unable to provide you with vouchers, we will reimburse the costs incurred if you present the appropriate/reasonable receipts in consideration of the waiting times.

In the event that the transfer to another flight due to cancellation requires overnight stay and you are not in your city of origin, our airport staff will organize your accommodation. We will ensure that the hotel also provides you with a suitable meal in relation to the waiting time of the new flight (excluding alcohol).

We will also provide transportation between the hotels and the airport. If we are not able to provide you with the transport service, we will cover the costs associated with taxis, buses or local metro services to and from the airports, but not unreasonable costs such as private transfer services. Also in this case, it is necessary to keep the receipts/bills in order to request a refund.

3. PHONE CALLS

We will refund you for the cost of a maximum of two phone calls to reorganize your travel plans.

4. COMPENSATION

If a flight is canceled within 14 days before departure, you will be entitled to receive compensation based on the Reg. EC261/04 in the event that the cancellation is attributable to our responsibility. If, on the other hand, the cancellation was caused by "extraordinary circumstances" beyond our control (for example: adverse weather conditions, strikes, airport closures or other causes not attributable to Alitalia) you will not be entitled to any compensation provided by Reg EC261/04.

HOW TO APPLY FOR A REFUND

It is possible to request a refund for necessary expenses incurred through the section of the dedicated site: My Experience, filling out the form with the data necessary to verify your request.

You will need to provide receipts/vills that clearly describe the expenses incurred.

We will do our best to examine all requests within 30 days. 

HOW TO APPLY FOR COMPENSATION

If the flight arrives more than three hours after the scheduled time or is canceled within 14 days of departure, you may be entitled to request compensation based on the Reg. EC261/04 as subsequently integrated by the decisions of the Courts of the European Union. if the delay or cancellation is attributable to our responsibility. If, on the other hand, they were caused by "extraordinary circumstances" beyond our control (for example a strike or adverse weather conditions, airport closures or other causes not attributable to Alitalia) you will not be entitled to any compensation provided by Reg EC261/04.

To make a compensation request based on Reg. EC261/04 or request a refund for expenses incurred, visit our My Experience section and fill out the form with the requested data. Our team will contact you to confirm whether you are entitled to compensation and/or refunds.

Contact us directly to receive compensation or reimbursement for your expenses: companies that deal with compensation requests incur costs for the services provided, and compensation for these costs is not provided.

Our service is provided by highly specialized personnel and is 100% free.

HOW TO REQUEST THE CORRECTION OF NAME

It is possible to request the correction of the name on the ticket issued by calling the call center on the number 89 20 10* and upon payment of a supplement of EUR 25.

The ticket is not transferable and the correction of the name is allowed only for changes attributable to the person holding the ticket and only for the following cases:

  • Correction of the attribution MR/MRS
  • Typing error (maximum three characters)
  • Reversal between surname and first name
  • Change of surname following marriage or divorce
  • Change of legal name by decree or as a result of a change of sex
  • Nickname to be replaced with full name

Examples:

  1. Original Last name/First name: BATTISTA GABRIELLE  -> Corrected Last name/First name: BATTISTA GABRIELLA
  2. Original Last name/First name: GRAZIA DEMELAS        -> Corrected Last name/First name: DEMELAS GRAZIA
     

*From landline, VAT included: 64 cents/min with no connection fee. From mobile, VAT included: TIM, Vodafone and Tre (16 cents connection fee + 95 cents/min); Wind (15 cents connection fee + 98 cents/min).

 

Contact us directly to receive compensation or reimbursement for your expenses: companies that deal with compensation requests incur costs for the services provided, and compensation for these costs is not provided.
 

Our service is provided by highly specialized  staff and is 100% free.