✅ Trip Verified
| On 15th December 2017 my family and I were booked on a flight from London to Johannesburg - AZ207 to Rome, connecting to Abu Dhabi and Johannesburg with Etihad Airways. At Heathrow we were checked in up to Rome and told that our onward boarding passes would be given at Rome. On arrival in Rome we were told that our agent did not book our tickets for the flight from Rome to Abu Dhabi. We were told that it was our agent’s fault. We then decided to call the travel agent using roaming who confirmed that the tickets were all in order from his end. The agent advised us we need to insist on getting answers from Alitalia, to be informed what was going to happen rather than them blaming the agent for reason. This was through ticket issued all the way to Johannesburg, on Alitalia, code sharing with Etihad Airways. I then went to the desk to enquire about what was going to happen, was told to sit down and wait saying that they were busy getting the passengers to the flight. After I insisted that I wanted to know what was going to happen and that it was not fair to be told to sit without any explanation as it was clear that we were not boarding the flight, we were then informed that we will sleep in a hotel and be put on the next flight and that we don’t need to worry about our luggage as we will get it in Johannesburg. It became clear that the flight was overbooked or oversubscribed. I requested to speak with the manager and to our surprise she was there, was not saying anything or giving any explanation. We waited until it was impossible for us to travel at which point we were told to go to the Alitalia desk. Onward journey tickets were arranged for the 16 of December and an accommodation was arranged for Hilton hotel. We were told that onward ticket from Paris to Johannesburg will be on the 17 December. When my wife enquired we were told that it was the only flight available and that the next one will be towards the end of the week. We left the airport around 21:45. We were informed that the meal was included in the package but on arrival at the hotel the serving of meals had ended and were informed that the meal ends at 22:00. With no vouchers to purchase food from outside, we and the children had to go to bed hungry as the hotel was far from places where we could purchase food and no microwave food or bread in cafe. In addition there was no moisturiser we could as my family have allergic skin reaction. The following day we travelled to Paris which was the different from what was booked initially by the agent. On arrival in Paris we were made aware that our onward ticket was for the following day and that there was no hotel booked for the night. We explained at the desk that it was not our fault and that we cannot sleep on the street. The manager was called and fortunately tickets were arranged for travel later that evening which was Saturday. This proves that staff lied by saying there was no available flight for us on that day. We travelled to Johannesburg and on arrival our separately booked flight to Durban was missed due to the delay in Rome. We had to purchase another ticket. As we were promised that our luggage would be in our flight, this did not happen because we only received our luggage in total after seven days.