Confirm

Or select a country

IT US UK FR ES

Passenger rights

DELAYS AND CANCELLATIONS

 

Our objective is to offer you regular and punctual flights; however, in spite of our best efforts to guarantee maximum efficiency, sometimes it is impossible to avoid inconvenience.

We are aware that delays and cancellations can interfere with your travel plans, and we are very sorry when this happens, therefore we will do our best to limit any inconvenience.

 

This is why we will keep you informed by providing real-time updates via our app, the Info Voli tool, text and email.

In case of delays we will always attempt to make sure that your flight leaves as soon as possible; however, should your flight be delayed for over 3 hours, we will provide you with vouchers for the purchase of meals or drinks and snacks during your wait. If, on the other hand, the delay means that an overnight stay is necessary, we will find you a hotel and take care of your transfer to the airport to the hotel and vice versa, as well as meals.

Should your flight be canceled, you will be offered a seat on another Alitalia flight, or a full refund of your ticket, whichever you prefer.

 

If we were responsible for the delay or cancellation, we will also pay you compensation in accordance with EU regulation EC 261. However, should the cause of the delay or cancellation be outside our control, such as adverse weather conditions, industrial action of air traffic control personnel or other causes not attributable to Alitalia, you will not have a right to any further compensation.

When we are unable to assist you directly, we will always refund any equivalent, reasonable cost you have incurred – for example when multiple flights are canceled and the required amount of hotel rooms is not available, which means it is easier and quicker to book a hotel room independently. We will do our best to reimburse you quickly. Where we offer to assist you, for example by finding you a hotel room at the airport, and you prefer not to accept our suggested solution and choose instead to book a room independently, there is no obligation for us to to reimburse the cost you incur.

 

WHAT HAPPENS WHEN YOUR FLIGHT IS DELAYED

DELAYS OF OVER THREE HOURS

Our ground personnel will hand you vouchers for the purchase of drinks and snacks, or of a meal, in case the delay is extended. If we are unable to provide you with vouchers, we will refund the costs you incurred if you produce receipts that are reasonable and proportionate to the waiting times in question.

If the delay is over five hours, you can decide to cancel your own flight and obtain a full refund of the ticket price. To cancel your flight, please get in touch with our ground personnel at the airport or with our Contact Center.

1.     OVERNIGHT ACCOMMODATION, MEALS AND TRANSFERS

If the delay involves an overnight stay and you are not in the town where you live, our airport personnel will arrange accommodation for you, and we will ensure the hotel provides you with an appropriate meal (alcoholic drinks are excluded).

We will also provide your transfer from/to the hotel and the airport. If we are unable to provide your transfer, we will cover your taxi, coach or underground train fare to and from the airport, but we will not cover unreasonable costs, such as private transfer services. Even in this case you will be required to produce your receipts when applying for a refund.

2.     PHONE CALLS

We will refund a maximum of two phone calls to reorganize your travel plans.

WHAT HAPPENS WHEN YOUR FLIGHT IS DIVERTED

If your flight was diverted and we are unable to complete the original flight, we will organize a transfer journey to your final destination by coach. If we are unable to organize a transfer, we may ask you to book another means of transport independently. We will refund you any train, coach or taxi fare, but we will not cover unreasonable costs, such as private transfer services. Where we organize a transfer and you decide to use an alternative transfer service, there is no obligation for us to reimburse this cost.

WHAT HAPPENS IF YOUR FLIGHT IS CANCELED

Should your flight be cancelled, you will be offered, wherever possible, a seat on another Alitalia flight, or a full refund of your ticket, whichever you prefer.

If your flight was booked via a travel agent or a third party and you would like a refund, the travel agent will have to apply for a refund on your behalf, as we can only reimburse the person or business that issued your ticket.

1.     OVERNIGHT ACCOMMODATION, MEALS AND TRANSFER.

Where the cancellation involves an overnight stay and you are not in the town where you live, our ground personnel will arrange accommodation for you, and we will ensure that the hotel provides you with an appropriate meal (alcoholic drinks are excluded).

We will also provide your transfer from/to the hotel and the airport. If we are unable to provide your transfer, we will cover your taxi, coach or underground train fare to and from the airport, but we will not cover unreasonable costs, such as private transfer services. Even in this case you will be required to produce your receipts when applying for a refund.

2.     PHONE CALLS

We will refund a maximum of two phone calls to reorganize your travel plans

3.     ALTERNATIVE TRANSFER TOWARD YOUR DESTINATION

Where you are offered alternative travel arrangements and you decide to book another means of transport independently, there is no obligation for us to reimburse the cost you incur, or to assist you.

HOW TO APPLY FOR A REFUND

You can apply for a refund of the costs incurred using the dedicated section of our website. You will be required to produce receipts with a clear description of the amounts spent.

We will do our best to examine all requests within 30 days. Before applying for a refund, please read the information on passengers' rights in case of delayed or canceled flights

To apply for refunds, please visit the My Experience section of our website  

HOW TO APPLY FOR COMPENSATION

If the flight arrives over three hours after the expected landing time, or is canceled within 14 days of departure, you may be entitled to compensation pursuant to EU regulation 261/04.

If the delay or cancellation was caused by "Extraordinary circumstances" (for example industrial action or adverse weather conditions, or other causes not attributable to Alitalia), you will not be entitled to any compensation in accordance with EU regulation 261/04.

For further information, please consult the page on Passengers' Rights 

In order to make a compensation claim pursuant to EU regulation 261/04, please visit our My Experience section (your reports). Our team will contact you to confirm whether you are entitled to compensation. If you would also like to claim the costs you incurred, you can do so by using the same form.

 

Please contact us directly to receive the compensation you are entitled to. The companies who deal with compensation claims charge commission fees for the services they provide: these will not be refunded.

Our service, provided by highly skilled personnel, is completely free.

 

Finally we would like to remind you that Alitalia constantly aims to increase the quality of the services it offers to customers, as well as customer satisfaction, also by promoting the adoption of conciliatory tools which make it simple to solve any controversy that might arise. You can find here all the information about the Regulations for Joint Negotiation.