Alitalia Complaint - Alitalia - lost luggage! Think twice before flying this airline
We have recently flown on Alitalia from London to Rome with a 45mins connecting flight to Chicago.
The flight was delayed in Rome by nearly 1 hour. Yet when we arrived in Chicago, to our horror our luggages never arrive. So we thought, well, it must be just shoddy service, and Alitalia does have that
kinda reputation afterall. The person who handled the complaint gave us a reference number, and a sour face. There were at least 20 other people, some with children, in the same lousy boat.
Everyone is given a piece of photocopied paper with a phone number to ring for luggage lost, and a New York customer relation number.
So we rang. And rang. And rang. But there was never anyone to receive the call. All we hear was a recorded message. It said 'we are open closed on Tuesdays, etc etc' yet we called on Saturday, Sunday,
Monday, Tuesday, and Wednesday. We couldn't get through to speak to any human being with the numbers we have. Finally when someone rang back, it was already day 5. The lady reassured us that our luggage was
on its way, within 24hrs. We were forced to alter our holiday plans for this, but we never receive our bag. We tried to ring the numbers, but nothing. Stress. The website baggage tracking was not working.
Judging by people's experiences, we were wondering if we would even get compensation for our lost luggage.
So in summary,
1. Customer service is extremely poor. You can't get anyone to answer their numbers. If you want to ring them for anything, you've been warned.
2. Alitalia seriously need to rethink how it is handling lost luggages - from customer relations, baggage tracking, to simply just answering their phone.
3. Alitalia baggage tracking on the website (end of July 2010 to date) need to be fixed.
4. Lost luggages seem to be common with Alitalia (just google around). Really check with them if they said your 'lost luggage' is on its way.