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Alitalia Complaint - Alitalia: the worse customer service ever to be found
Complaint
My parents were supposed to come visit me from Rome to New York, today 11/16/2009. Instead they spent all day at the airport in Rome, without even the possibility to check into their flight. There was a strike of the personnel and Alitalia did not give them any update for at least 8 hours. I, on my own end, called the NY customer service, but they never picked up. When I called the booking service, 5 times, after explaining the situation and requesting a reallocation of my parents on a new flight, the customer service person, always hung up on me. They were rude, absolutely insensitive to the fact that my parents are elderly and had been waiting the entire day at the airport. We still do not know whether they will ever make it to NY, or get the ticket reimbursed.
Alitalia is the worst airline there is. Shame on them. Avoid them at all cost.
Alitalia is the worst airline there is. Shame on them. Avoid them at all cost.
Comments:
Posted by justthefaxx on 2009-11-16:
They weren't rude, they just couldn't do anything about the situation. If there was a strike who do you think was supposed to board the flights and follow procedures to make sure no terrorists were on that flight with your family members? If your company went on strike, wouldn't some customers be inconvienced?
Posted by LadyScot on 2009-11-16:
Posted by LadyScot on 2009-11-16:
If they were on strike, exactly who do you supposed was going to fly the plane? Or attend the needs of the passengers aboard? Or work the safety rotations & checks? Or answer the CSR lines? they are on STRIKE....no one is WORKING.
Sometimes, I think people should really go back and read their complaint. I bet half would delete it when they see how irrational it is.
Sometimes, I think people should really go back and read their complaint. I bet half would delete it when they see how irrational it is.
Posted by James236 on 2009-11-18:
The OP is not complaining that the flights were not being flown. The complaint is that the airline is not saying anything and they don't know if they will be reimbursed. The strike does not mean that they can't have someone answering the passengers. What Alitalia may do if they can't fly is to rebook the passengers on other airlines at Alitalia's expense, or at least refund their money so that they could try to rebook themselves
Posted by LadyScot on 2009-11-18:
James, the fact is when a company is on strike, very few people ARE working. Those who do not strike are the ones running their arses off trying to take care of everyone's jobs. Sadly, the OP and everyone else is going to have to wait till their turn comes or it plays out.
Posted by James236 on 2009-11-19:
The airline is in a contractual situation with the OPs parents. The strike means that they are not flying. Customers should not have to wait until Alitalia's strike is over. It doesn't take much manpower to refund the credit cards of customers who want a refund. This just takes one person a few minutes. Otherwise the passengers can rebook themselves on other airlines and when "it plays out" the passengers can then sue the airline for the price of their new ticket on the other airline. So it's in the airline's interest to refund these passengers and let them go their way.
Posted by PepperElf on 2009-11-19:
james - consider contacting a lawyer then if they won't issue a refund
Posted by LadyScot on 2009-11-19:
"This just takes one person a few minutes." Only if there were only a few people flying this airline. I would think there are a lot more than just a few. If the airline isn't moving fast enough for you, why not just dispute the charge with your credit card and be done with it.
When a company is on strike, it mostly shuts down. Minimal operation. People will have to deal with it. It sucks, but there it is.
When a company is on strike, it mostly shuts down. Minimal operation. People will have to deal with it. It sucks, but there it is.
Posted by James236 on 2009-11-19:
Actually my estimate of a few minutes was for a whole flight. I once worked in the Accounts dept of a company and once the supervisor okayed the refund, the refund process was just a few seconds on the computer. Pull the account up and one click. So for a flight of say 200, some will wait and maybe 50 will ask for a refund, so for the entire flight its just a few minutes to process refunds. If there is no staff maybe the President will have to either settle the employees' strike or get off his butt and sit at a computer for a few minutes and process the refunds
Posted by James236 on 2009-11-19:
PepperElf, the OP's ultimate remedy is indeed to go to Court. This can be done in small claims court where you don't need a lawyer. But you don't rush to court. I am only saying here that the airline's best approach would be to find out how many want refunds and take a few minutes and refund their credit cards, instead of facing unhappy travelers waiting in the airport, a few of whom may really go to Court.
Posted by LadyScot on 2009-11-19:
James, you aren't understanding. It isn't JUST your flight, it is ALL the flights that were delayed or cancelled. YOUR 200 people are only a drop in the bucket for the overall fiasco. Do you see now?
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