✅ Verified Review
| Palermo to Rome. I booked a ticket that was categorized as "Economy" through a third-party supplier. On the Alitalia website, "Economy" is a separate category from "Light" (in the latter, there is no checked baggage allowance). When I went to do my online check-in on the Alitalia website, my fare class was written as "Economy" not "Light", suggesting that I had a checked bag included. In fact, when I went into the section to purchase checked baggage, the website was charging me 60 euro (as if I were looking to have a second bag) instead of 25 euro (which is supposed to be the price for adding a bag online, in advance, on the Alitalia website, when you have a "Light" fare). On the basis of this information that I checked and double-checked on the Alitalia website itself, I did not do a checked baggage advanced purchase. When I arrived at the terminal, I was advised that I was not allowed checked baggage without paying. I had taken screenshots of the check-in for the website and I showed them to the incredibly rude customer service representative, to no avail. I had to pay 48 euro at Palermo airport. They kept asking me over and over why I hadn't paid for the bag online - I tried multiple times to explain how the website was charging me 60 euro (even less than the airport cost), so why would I ever have paid that online. I note that the same thing regarding the website check-in and baggage cost happened on both my inbound and outbound flights on this same ticket. The ticket was listed on the Alitalia website itself as "Economy" fare, not light. I sent a complaint to Alitalia by e-mail (you can only e-mail with complaints from Canada, no telephone number) a month ago and have received no response. All I'm asking for is a refund of the difference between the airport price and online price for baggage. I'm happy to pay for the baggage, but should not be more out of pocket because Alitalia's website is useless and the counter staff lack any understanding of the online check-in process.