✅ Trip Verified
| On 14 July, 2020 they informed me by email that the return leg of a flight had been cancelled. The email said that if I wanted to reschedule the trip I had to call certain numbers or go on the website for other options. The website included reimbursement as an option, but the Alitalia email informing me of the cancellation had a booking number which the website did not recognise. The electronic ticket number gave no joy either as, for some reason, Alitalia generated different ticket numbers for this journey - and so I just couldn't be sure that the request had to be recognised. The website is full of glitches and is generally frustrating to use. Having wasted quite a bit of time on the website, I had no option but to get on their "helpline" which, I knew from various previous experiences, is a misnomer. I called several times, was put on hold for very long periods and then cut off and, when I was lucky enough to be transferred to an operator, that person cut me off without offering any assistance. A few weeks on, I still have no idea if my ticket will be reimbursed and have now wasted hours on this matter. Unfortunately, this is not a covid-related development - this is the kind of service I have experienced with Alitalia for many years. Unfortunately, I often have no option but to fly with them. The in-flight experience with Alitalia is no worse than with a budget airline, but their customer service - through both the website and the call centre - is the worst I know. With all the covid uncertainty, these services are more important than ever as passengers are more likely than before to have to re-book or cancel flights. Avoid Alitalia if you can.