✅ Trip Verified
| August 28, 2019, I was traveling with my disabled stepmother and a child with scoliosis from Athens, Greece to Malta (AZ 717) with a change in Rome (flight AZ 884). The flight from Athens to Rome was delayed 2 hours and as a result, we missed our connection flight (AZ884) from Rome to Malta and had to spend 9 hours 40 minutes in Rome instead of 2 hours 25 minutes. The explanation I got when I complained about such a huge unexpected layover in Rome from Alitalia was: “Our records show flight AZ717 was delayed due to the late arrival of the incoming aircraft due to crew rest. Under EU Regulation EC 261/2004 (Art. 5.3 and Recital 14) the carrier does not assume liability when flights are delayed due to “extraordinary circumstances”. What extraordinary circumstances? Earthquake? Tornado? Wind? Rain “cats and dogs” so the other Alitalia flight was so delayed that the crew had to rest? I do not recall any of the above-mentioned disasters happening. Or it is just a conspiracy way to trick customer for not reimbursing/helping/accommodating them when most likely the delay happened because of the technical issues with the planes and it is Alitalia fault for which they should answer? Continuation: Upon arrival to Rome We we not offered help for a disabled person (it is quite difficult to sit in the chair for 9 hours 40 min), neither phone call, no food coupons as required by Under EU Regulation EC 261/2004 (Art. 5.3 and Recital 14), though we talked to the representatives in the disabled "lounge" upon arrival in Rome asking what we could be offered to help us go through the 9 hours plus of the delay (Just to mention, I paid higher price for the tickets to spend as little time during the layover as possible and ended up with 9 hours). To help my child with scoliosis and disabled stepmother go though this horrible not planned delay I purchased 2 entry passes (50.00 USD each) to the business class lounge assuming that would solve two problems: food and provide comfort in seating/laying flat in the lounge for two sick persons. If I were to go to the restaurants to feed all three of us I am sure during 9 hours 40 minutes layover we will spend way more then 100.00 combined (and I do not even ask to reimburse anything for myself). Of course, I complained about the delay and applied for 100.00 USD paid for the 2 passes (only 2, not 3). And here is the answer I received from Alitalia: "depending on the length of the delay, the airline is required to provide the necessary care and assistance as phone call, meals and refreshments, or reimburse the expenses for meals and beverages based on the relevant receipts. However, we regret to advise that the complimentary access to VIP lounges is not subject to this provision, therefore we are not able to refund the lounge access you purchased at Rome airport”. Looks like Alitalia does not care about its passengers at all only about filling its pockets. Next: Before the flight In Athens I tried to pay for excess weight online but the Alitalia website got frozen all the time when I got to the point when I was supposed to pay. I was constantly trying for a few hours but could not pay the internet price 28.00 USD per bag versus what I had to pay in the airport 50 USD.