CHANGING TRAVEL PLANS, FLIGHT CANCELLATIONS AND REFUNDS

Below you can find information on how to change your travel booking, to request a voucher or ticket refund and to receive assistance.

 

PASSENGERS WHO HAVE HAD THEIR FLIGHT CANCELED
 

In view of the easing of mobility restrictions effective from 3 June 2020, established with Legislative Decree No. 33 of 16 May 2020 and Italian Ministerial Decree of 17 May, 2020, as well as the provisions of Legislative Decree No. 34 of 19 May 2020, converted with amendments to Law 17 July 2020 No. 77, Alitalia, for flights that have been canceled, regardless of the continued restrictions on travel to and from some third countries related to the Covid-19 emergency, is offering passengers holding an Alitalia ticket (055) the forms of assistance and reimbursement below, of their choosing:

                                    

  • Change of booking (rebooking, or rerouting - i.e., changing the itinerary to travel from the departure airport to the original arrival airport), without fare integration, to travel, where possible, within seven days before or after the date of the cancelled flight. The change of booking must be made by the expected departure date of the canceled flight or the flight already offered by Alitalia as an alternative flight.       

  • A flight change  (rebooking, rerouting or change of destination), with possible fare integration, to travel within one year of the date of the canceled flight.
    For further details please click here

    To adjust or change your booking or passenger details, you can phone the Call Center from Italy using the freephone line 800650055, or from abroad using the number +39 0665649 or the local numbers found here
  • The refund of the ticket purchased or its residual value.
    The request will be accepted and defined as soon as possible, in accordance with Regulation EC261/2004.
  • A named voucher equal to the value of the ticket purchased or its residual value, with an additional fixed amount: 
    • €15 if the cancelled flight was a domestic or international medium-haul flight
    • €60 if the cancelled flight was an intercontinental long-haul flight

 

(*) The surcharge does not apply to i) passengers under the age of two (2) years ii) vouchers already issued before 17 July 2020 for the value of the ticket, depending on the conditions offers and accepted

 

The voucher has the following features, as per Italian Law no. 77 of 17 July 2020, that will be applied to all vouchers requested and also to any already issued for flights scheduled from 11 March to 31 October 2020, cancelled within 31 August 2020:

  •  Valid for 18 months from the date of issue
  • Named, but can be used to issue tickets to third parties
  • Can be used to fly to any destination served by Alitalia even beyond the deadline as long as the relevant booking is made within the 18-month deadline 
  • The voucher can be requested until 31 December 2020.                                 


If the voucher is not used within the 18 months of validity, the original value of the purchased ticket will be refunded, or the residual value of the ticket if the voucher is partially used. A refund may also be requested, at the passenger's choice, 12 months from the date of issue. In any case, the voucher will be refunded, net of the above surcharges.

For flights scheduled from 1 November 2020 to 31 October 2021, that are cancelled, the voucher has the following characteristics:

  • Valid for 18 months from the date of issue
  • Named, but can be used to issue tickets to third parties
  • Can be used to fly to any destination served by Alitalia even beyond the deadline as long as the relevant booking is made within the 18-month deadline
  • The voucher can be requested until 31 March 2021
  • The voucher is non refundable.     

 

To request a refund or voucher:

 

For tickets purchased at a travel agency, you can contact your travel agent directly.


For tickets purchased on Alitalia sales channels, passengers will be able to fill out the request form found in the links on the email that they receive with the notification of the cancellation of the flight.  Alternatively:

- to request a refund please click here

- to request a voucher please click here

 

Alternatively, passengers can phone the Call Center: from Italy using the freephone line 800650055, from outside of Italy, using the number +39 0665649 or the local numbers found here.

 

A request sent with the online form enables a faster handling of the request and determination of the practical details.

 

For information on requesting a refund or voucher already forwarded, passengers can phone the Call Center from Italy using the freephone line 800650055, or from abroad using the number +39 0665649 or the local numbers found here.

 

For more information on passenger rights, please see here

 

 

PASSENGERS WHO NO LONGER WANT TO FLY AS PER THE SCHEDULE INDICATED ON THE TICKET

 

In consideration of the  pandemic COVID-19 effects  and the connected mobility restrictions  established by Government Authorities to face it, Alitalia offers passengers in possession of an Alitalia ticket (055), who no longer want to fly as indicated on the ticket, the forms of assistance and reimbursement indicated below, of their choice.

               

  1. Passengers in possession of an Alitalia ticket:

  • purchased by 30 April 2020, with travel dates between 1 October 2020 and 30 April 2021

    or
  • purchased between 1 August and 31 March 2021, with travel dates on or before 31 October 2021

 

provided that they have cancelled their flight booking before departure by phoning the Call Center, from Italy at 06/65640 (option 4), or from outside of Italy at local numbers found here (no show not allowed), can request, simultaneously with the cancellation of the reservation or even later:

               

  • A flight change (rebooking, rerouting or change of destination), with possible fare integration, to travel within one year of the date of the original flight.
    For further details please click here
  • A refund of the unused ticket or its residual unused part, an option that is valid only for tickets that are refundable. Refund value will be according to the fare rule  and conditions.
    To request a refund please click here
    Alternatively, please contact: from Italy, 06 65640 (option 4), from abroad, local contacts found here 

2. All passengers who have purchased an Alitalia ticket between 1 May and 31 July 2020, with travel dates on or before 31 July 2021, may request, before the departure date of the trip, provided that the passenger has cancelled the flight reservation before departure (no-show not allowed):

               

  • A flight change (rebooking or change of destination), with possible fare integration, to travel within one year of the date of the original flight.
    For further details please click here
  • A nominal voucher for an amount equal to the value of the ticket purchased or its residual value, valid for travel within one year from the date of issue of the voucher (by completing at least the first leg of the itinerary). The voucher can be used for fly to any destination served by Alitalia and must be requested before the departure of the flight to be cancelled.
    To request a voucher please click here

                                   

  • A refund of the unused ticket or its residual unused part, an option that is valid only for tickets that are refundable. Refund value will be according to  fare rules and conditions.
    To request a refund please click here
    Alternatively, please contact: from Italy, 06 65640 (option 4), from abroad, local contacts found here

                                   

                                          
3. All passengers that have purchased an Alitalia ticket  before 30 April 2020, with travel dates from 11 March to 30 September 2020, may request, before the departure date of the trip or even later, provided that the passenger has cancelled the flight reservation before departure (no-show not allowed):

                      

  • A flight change (rebooking or change of destination), with possible fare integration, to travel within one year of the date of the original flight.
    For further details please click here
  • A nominal voucher for an amount equal to the value of the ticket purchased or its residual value, valid for travel within one year from the date of issue of the voucher (by completing at least the first leg of the itinerary). The voucher can be used for fly to any destination served by Alitalia and must be requested before the departure of the flight to be cancelled.
    To request a voucher please click here
  • A refund equal to the value of the purchased ticket or its residual value, an option that is valid only if refund is allowed by the fare rules.
    To request a refund please click here 
    Alternatively, please contact: from Italy, 06 65640 (option 4), from abroad, local contacts found here

 

For any other  case not covered by the above rules see: Alitalia General Condition of Carriage.

 

NEW PROVISIONS HAVE REINTRODUCED RESTRICTIONS ON MOBILITY AS WELL AS THE SUSPENSION OF ACTIVITIES AND EVENTS
 

With reference to the new restrictive provisions issued in order to contain the spread of COVID 19, and in particular the provisions of the Decrees of the President of the Council of Ministers of 24 October 2020, of 3 November 2020 and 3 December 2020 (the "DPCM")  Alitalia offers passengers who can no longer fly as indicated on the ticket the following forms of assistance and refunds:

                                    

Passengers holding Alitalia tickets (055) issued in ITALY, who intend to modify their trip or not to travel for the following reasons: 

                                                         

A. UNABLE TO use the flight ticket due to force majeure caused by:

A.1 REGULATORY PROVISIONS OR OTHER ACTS OF THE CENTRAL OR REGIONAL GOVERNMENT which impose restrictions on mobility by prohibiting entry or exit from identified regions or localities (e.g. Red/Orange/Yellow Zones), or impossibility to use the ticket for testing positive to Covid-19, for forced quarantine (meaning quarantine with active surveillance or fiduciary isolation with active monitoring by the competent health authority) or for hospitalization:

A.2 REGULATORY PROVISIONS OR OTHER ACTS OF NATIONAL AND INTERNATIONAL AUTHORITIES, which establish absolute prohibitions to operate air transport services or access/transit services of i) residents or transiters in Italy direct/transiting in foreign countries, ii) residents or transiters in foreign countries direct/transiting in Italy,

                                                         

B. REASON FOR THE TRIP NO LONGER APPLIES: limited to Alitalia ticket holders (055) purchased as part of a Tourist Package, who intend to modify their trip or not travel due to the suspension - imposed by the DPCM or other regulatory provisions - of activities or events provided for under the same Tourist Package, which fall into the following categories: participation in fairs and congresses; participation in educational trips, exchange or twinning initiatives; guided tours and educational outings; participation in entertainment events, from culture to gambling; stay for visits to theme and amusement parks; stays in wellness and spas on the Italian territory, excluding spas considered to be a healthcare facility; stays for the use of facilities in ski areas,


can request, as long as they have canceled their flight booking before departure by calling the Call Center, from Italy to 06/65640 (option 4), from abroad to the local numbers that can be consulted 
here (no show not allowed):

 

  • A flight change  (rebooking, rerouting or change of destination), with possible fare integration, to travel within one year of the date of the canceled flight.
    For further details please click here.                                         
  • Refund of the ticket purchased or its residual value.
    The request will be accepted and defined as soon as possible, in accordance with Regulation EC261/2004.
  • A named voucher  equal to the value of the ticket purchased or its residual value, with an additional fixed amount:
    - €15 if the canceled flight was a domestic or international medium-haul flight
    - €60 if the canceled flight was an intercontinental long-haul flight

                                    

         The increase shall not apply i) to passengers under the age of two (2) years.

                                           

                                           

 The voucher for renouncing to flights scheduled until 31 October 2020 has the following characteristics:

  • Valid for 18 months from the date of issue;
  • Named, but can be used to issue tickets to third parties
  • Can be used to fly to any destination served by Alitalia even beyond the deadline as long as the relevant booking is made within the 18-month deadline; 
  • It can be requested until 31 March 2021.

                                    

If the voucher is not used within the 18 months of validity, the original value of the purchased ticket will be refunded, or the residual value of the ticket if the voucher is partially used. A refund may also be requested, at the passenger's choice, 12 months from the date of issue. In any case, the voucher will be refunded, net of the above surcharges.

 

For flights scheduled from 1 November 2020 to 31 October 2021, that are cancelled, the voucher has the following characteristics:

  • Valid for 18 months from the date of issue
  • Named, but can be used to issue tickets to third parties
  • Can be used to fly to any destination served by Alitalia even beyond the deadline as long as the relevant booking is made within the 18-month deadline
  • The voucher can be requested until 31 March 2021
  • The voucher is non refundable.

To request a refund or voucher:

                                                         

For tickets purchased at the travel agency, and for tickets that are part of a Tourist Package, passengers can contact their travel agent, tour operator or intermediary who sold the package directly.

                                    

For tickets purchased on Alitalia sales channels, passengers can call the Call Center from Italy at 06/65640 (option 4), from abroad to the local numbers available here

                                    

                                    

C.  REASON FOR TRIP NO LONGER APPLIES. Passengers in possession of Alitalia tickets (055) who intend to modify or cancel their trip as a result of the  suspension of activities or events not purchased as part of the same Tourist Package can take advantage of the forms of assistance described in the previous paragraph "Passengers who no longer want to fly as indicated on the ticket".

 

 

PASSENGERS WITH MILLEMIGLIA AWARD TICKETS

 

WHO HAVE HAD THEIR FLIGHT CANCELLED

Passengers who have applied for a MilleMiglia award ticket for flights that are canceledthey can ask, of their choice:

  • to change the booking (rebooking or rerouting, that is, changing the itinerary from the departure airport to the original arrival airport), without integrating miles, to travel, where possible, within seven days before or after the date of the canceled flight. The change of booking must be made by the expected departure date of the canceled flight or the flight already offered by Alitalia as an alternative flight.
  • the change of booking and/or itinerary, including beyond the seven days before or after the cancelled flight, with payment of the possible integration of any difference in miles, to travel within one year of the date of the canceled flight;
  • reimbursement of airport miles and fees.

 

To change your travel reservation or request a refund of your ticket, you can contact MilleMiglia Customer Service via the dedicated numbers found here.

 

IF YOU NO LONGER WANT TO FLY AS INDICATED IN THE TICKET

                                                        

Passengers who have a MilleMiglia award ticket requested by 31 March 2021 for flights until 31 October 2021 can request, prior to the flight departure date

 

  • to change the booking or the schedule, with payment of the possible integration of the difference in miles, to travel within one year of the date of the original flight;
  • or the reimbursement of miles and airport taxes.
 
To change your travel reservation or request a refund of your ticket, you can contact MilleMiglia Customer Service via the dedicated numbers found here.

 

WHO TO CONTACT FOR RESERVATION CHANGES, REFUNDS AND OTHER OPTIONS

 

For tickets purchased at a travel agency, passengers can contact the agency directly for rebooking, refunds or other options provided for in the information above.

 

For tickets purchased on Alitalia sales channels, passengers can contact the Call Center: from Italy to the freephone number 800650055; from outside of Italy, using the number +39 0665649 or the local numbers found here.                                                                                  

The numbers indicated are available for information on flight operations, rebooking, information on reimbursement practices and for requesting a refund, as an alternative to using the online forms accessible in the information above.

 

For all other numbers and assistance services of the Alitalia Call Center please click here.

 


For more information on passenger rights see here

 

 

 

PASSENGERS WITH TRAVELPASS TICKETS

 

Passengers with Alitalia Travelpass tickets who wish to modify their flights can contact the dedicated number +39 06 65859966*, available 7 days a week from 7:00 a.m. to 11:00 p.m.