When Alitalia rejects Ahmed Seloma’s ticket to Italy, he asks for a refund. Why received’t the airline do what it guarantees?
Q: I booked a flight from Cairo to New York Metropolis through Rome on Alitalia. Once I tried to examine in for my flight to Italy, an airline consultant denied me boarding as a result of my visa was rejected. My visa doesn’t permit me to enter Europe en path to the U.S., based on Alitalia.
Thankfully, my ticket was refundable. I despatched an electronic mail to Alitalia earlier than the flight departed, requesting a refund. I enclosed the ticket receipt, which exhibits that the ticket is refundable, so long as I cancel earlier than departure, and topic to charges.
Alitalia replied that my ticket had “no worth” and denied a refund. As a substitute, it provided me a ticket credit score and a refund of the taxes. They’ve stopped answering my emails. I’ve additionally referred to as them however I’ve gotten nowhere. Are you able to assist me get my $700 again, please? — Ahmed Seloma, Giza, Egypt
A: In case your airline ticket was refundable, it is best to be capable to get a full refund. Sadly, airways have taken their time through the pandemic. They have been gradual earlier than, and so they’re even slower now.
Your case is instructive for anybody planning a world journey in 2021. Passports and visas are your accountability, not your airline’s. Had Alitalia allowed you to board your flight with the mistaken visa, it might have confronted authorities fines. So be sure to have permission to enter the nation earlier than you ebook your ticket.
You stored an incredible paper path of the correspondence between you and Alitalia. It could have been good in case you additionally despatched the knowledge to an govt contact on the airline, asking for his or her help. I record the names, numbers and electronic mail addresses of all of the Alitalia managers on my client advocacy web site, Elliott.org.
Taking a look at your case, I believe a part of the delay was associated to COVID-19. One other half was simply regular airline shenanigans. Alitalia seem to have misinterpret the phrases of your ticket, falsely claiming that they owe you a ticket credit score. By the way in which, in the event that they’d endured, you might have filed a bank card chargeback. Within the U.S., the Honest Credit score Billing Act protects you in opposition to prices for services or products not delivered. This actually qualifies.
Calling Alitalia wouldn’t have finished you a lot good. Telephone or on-line chats are nice for making a fast change to a reservation or asking a query about an upcoming flight, however not for refunds. You’re higher off protecting all the pieces in writing.
I contacted Alitalia in your behalf. It issued a $700 refund.