✅ Trip Verified
| My boyfriend and I flew Alitalia Miami to Rome and our luggage did not make it to Rome with us. We filed a claim at FCO and were assured our luggage would be delivered to us where we were staying in Venice. We spent our entire time in Venice either trying to contact them or being available for them to contact us to let us know when to expect our luggage. Every person we talked to gave us different information ("the bags should be delivered tonight," 2 hours later "one bag is in Rome but we don't know about the other," 2 hours later "both bags are still in Miami," etc.), but all assured us that our bags would be delivered to us. It wasn't until the night before we were supposed to leave Venice that we were informed that we would have to go pick up our luggage ourselves from the Venice airport. Because the lost and found office at the Venice airport doesn't open until 10AM, this meant missing our 9:30AM train to Florence which we'd already bought tickets for, and having to spend 30 euros on roundtrip tickets to the Venice airport plus buying 100 euro replacement train tickets to Florence. Since we've been back home, Alitalia has been just as useless. I was told the office that handles delayed baggage claims has no phone number, and it takes roughly 3 days to get a canned email response from them. Alitalia is refusing to reimburse us for the bus tickets to the Venice airport and the replacement train tickets to Florence we had to buy, because according to them we could have elected to not pick up our bags and just have them shipped to us back home in the states, clearly not a real option. My boyfriend is a graduate student and I work for a nonprofit; we got an amazing deal on these flights to Italy and saved up for 5 months for this trip. Any money we may have saved was negated by Alitalia's negligence. I have never experienced worse customer service in my life, and would advise anyone to avoid flying with Alitalia at all costs. While the flight experience itself was actually one of the better transatlantic flights I've taken, it was obviously not worth this nightmare. We had a tight connection coming from Atlanta to Miami via Delta so I understand the delayed luggage, but the way they handled the situation is absolutely unacceptable.