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Flying Alitalia Airlines

Who has flown Alitalia and what can we expect on our 9 hour + flight from Miami to Rome?

Posted by
11613 posts

I haven't flown Alitalia internationally in several years, but the experience then was not stellar in customer service. I have read of some improvement lately. On domestic flights (which I take every year), they are fine.

Do you have specific concerns?

Posted by
15041 posts

Haven't flown Alitalia to Italy in several years, and when I did I had no complaints. A colleague flew from LAX to FCO with Alitalia a few months ago and she was ecstatic at the excellent service. Alitalia has been acquired by Etihad of Abu Dhabi last year, therefore it's not the same company that other people may have experienced years ago. For sure they will serve you more free food and drinks than any US based airlines which now charge you for alcoholic beverages in Economy class, even on International flights.

Posted by
715 posts

I last flew Alitalia in 2013 from JFK to FCO. The flight was fine and on time, the cabin crew was gracious, and the food was better then most airline food. I did pay extra for a exit row seat so I had room to stretch out.

Posted by
564 posts

For May we have tickets to Rome. I've been very unsatisfied with cutomer service and method of operation used for flight notifications. Any change to your flight whether it's a 2 minute difference or change of an aircraft, you must call a specific number given to you in an e-mail/text.

Since January I called 3x times for time changes that involved 5 or less minutes. I appreciate good service but I do not understand why they can't send me an e-mail/text, then I confirm I received it, and I'm now aware of the new time.

Since January I called 3x to rectify seat assignments. We booked tickets last summer and paid for Magnifica upgrades. They changed the plane from a newer class 330-200 (third class) to their older 330-200 model (second class). This removes Magnifica. You're left with Economy and Business class only.

1st call was to follow up their email about a change. I was notified about the change in aircraft. I haggled with the rep as they would not assign or confirm new seats for us. They said "I can't do that from there. Don't worry, everything will be alright. Please give me your number and someone will call you in 2 weeks." That is not a very comforting solution to hang up and still expect to have confirmed seats for a flight. Also, I inquired about the upgrade we already paid for, and what was available in Business. The Rep just repeated the Jamaican "Don't worry....." again. I told him I circled my calendar and I'd be calling 2 weeks if no one called back.

At 2 weeks we had a medical issue in our family and there was a possible change of plans for us so I didn't call Alitalia. Noted no one from Alitalia called me back in the 2 weeks promised.

So my My 2nd call is now 4 weeks from the 1st call. I got the same spiel as in my 1st call but from a different Rep. I held my ground. I told them we'd be rebooking to another flight and asked for their assistance. They said "Everything will be okay, just give me your telephone number, that it's not necessary, someome will call you in 2 weeks". I explained I heard this routine already 4 weeks ago. We're willing to look at upgrades but no one wants to help us book a ticket. Nothing was being done for us. I now refuse to give him my telephone number.

He said he couldn't rebook or issue any seats from his psoition. He said it had to be done from Alitalia HQ. I said, "then why do the instructions have me call this office?" He said they just do notifications. Frustrating that I can't do all my business from this one call.
Itold him I understood this was not his company, but it was no way to run an operation.

I told Rep to note I wanted confirmed seats in Business class to accomodate the original paid upgrade. He said, "NO". I asked for his MGR, he said he didn't have one. Then he said Alitalia HQ was in charge. I said " fine. Please give me the name and telephone number of the person repsonsible for Alitalia seat assignments at HQ". The rep repeated his spiel " that it wasn't necessary, please give him my telephone number and someone will call back in 2 weeks...." I left him my name and number.

3rd time a charm.... Logging into Alitalia with my confirmation code I was shown Biz seats to choose from so I clicked 2 seats.
Then I called: Sparing everyone winded details it was all the same as the first two calls. The exception was the disagreement that just because I clicked 2 Biz seats, the Rep said that didn't mean we had them. I asked, "then why are you asking me to selcet from them?"

I left the Rep with my name & telephone number, and with instructions that we'd be cancelling all our bookings with them, and he was to note this, and also this was my 3rd call since they changed their aircraft, that we still had no seats for May, and I was writing and calling HQ with my complaints. After 1 hour I received a call from a Reservations Mgr at Alitalia. They confirmed our 4 flights for our travel this May. Yes, we got Biz seats. Lousy customer service!

Posted by
506 posts

I know you hate to hear bad news, first off none of the airlines are stellar these days. I have not flown a long haul, but have flown a London to Rome flight, and it was not the best. The plane was very shabby inside and the flight attendants were a bit stuck up. But regional flights can be a lot different from Long Haul.

Posted by
15041 posts

Few airlines are good all the time. As long as they take me from A to B safely, I couldn't care less if some of the crew is stuck up or if the food isn't that great. Airplanes are just buses that fly, they aren't gourmet restaurants. If you want good food, wait till you land. I'm sure you can find some good restaurants in Rome.

Posted by
21 posts

Thanks everyone for all the great information! How bout how to deal with the long hours in a plane? I am hoping to sleep a good part of it as it leaves at 9pm from Miami.

Posted by
23177 posts

Alitalia code shares with Delta. We had a Delta reservation last year from JFK to Rome but discovered it was actually Alitalia to Rome. Had read my share of bad reports but the trip was surprisingly very good. Equipment was new, service great. It was probably a touch better than the return flight on Delta from Rome. It is a dice roll. My worst flight in recent years was on Lufthansa to Chicago that historically was one of our favorite airlines. Hard to know who is going to have a good day.

Posted by
1231 posts

I have flown Alitalia a few times and never had a problem. The flight is long, and boring. Bring music with you, or a book, sleep if you can (I can never get very comfortable), or walk around to stretch your legs.

The food has always been good and, Yes, they are generous with alcohol!

I try never to fly US airlines, as they seem to be rude, and not on time. This time I am flying both Air France (1st time) and Alitalia.

I don't know if they still do, but I remember that when the plane lands, everyone applauds.

Posted by
21 posts

Thanks everyone, when you say they are generous with the booze...you mean you buy it and you get large portions?? lol...anything to help me get sleepy faster.. ;-/

Posted by
15041 posts

No Angelino! You don't buy the booze. You ask the flight attendant and s/he will bring it to you for free. Don't overdo it however. If you act obviously intoxicated, they will cut you off, as it happened to an American lady sitting near me years ago (she became so obnoxious that her husband was totally embarrassed and profusely apologized to the crew).