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Alitalia - An out of touch airline-stay away
bait and switch about seat upgrades - Complaint
Review by grodolitz on 2012-08-31
Rating: 
ROME -- When checking in for our return flight from Rome to NY, Alitalia's online checkin service showed a seating chart and offered extra legroom upgrades for the bulkhead seats with no one in front. We paid a $150 upgrade fee for the 2 seats.
When we got on the plane, the seating was completely different than the seating chart on the online checkin, and the upgrades seats were not the bulkhead seats, did not have extra legroom. The extra legroom seats were one row in front of us, and never showed up on the online checkin screen. Simply put, Alitalia misrepresented what they were offering. The flight staff on the plane acknowledged the mistake but said there was nothing they could do, and provided a complaint form to be emailed to Alitalia.
Its now almost 2 months-- we emailed the complaint form, sent numerous follow up emails, but no response from the airline, no refund for the upgrade that wasn't provided, even though they took the money. Last time we fly with Alitalia - they just don't care about their customers and don't even try to make good on their screw ups.
When we got on the plane, the seating was completely different than the seating chart on the online checkin, and the upgrades seats were not the bulkhead seats, did not have extra legroom. The extra legroom seats were one row in front of us, and never showed up on the online checkin screen. Simply put, Alitalia misrepresented what they were offering. The flight staff on the plane acknowledged the mistake but said there was nothing they could do, and provided a complaint form to be emailed to Alitalia.
Its now almost 2 months-- we emailed the complaint form, sent numerous follow up emails, but no response from the airline, no refund for the upgrade that wasn't provided, even though they took the money. Last time we fly with Alitalia - they just don't care about their customers and don't even try to make good on their screw ups.
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