AZ Call centers - so unbelievable unprofessional
Jan 19, 2013, 3:07 am
#31
Join Date: Jan 2013
Programs: Alitalia Mille Miglia, KLM/Air France Flying Blue, Aegean Miles&Bonus, Priority Club, HHonors
Posts: 30
The Dutch call center isn't much better. I tried to reserve seats on my flights since the Alitalia website does not feature seat allocation. The agent not only was incredibly rude, but did obviously not understand the first thing about the type of business they are running. He was confused endlessly when I mentioned my flight to Tokyo and all he could find was Narita... in his mind those two places could not mean the same thing.
Clearly Alitalia chooses to outsource their call centers to the lowest bidder, if it wasn't for the dirt cheap tickets I got I would never fly this airline again just to avoid dealing with their aftersales department.
Clearly Alitalia chooses to outsource their call centers to the lowest bidder, if it wasn't for the dirt cheap tickets I got I would never fly this airline again just to avoid dealing with their aftersales department.
Feb 11, 2013, 6:00 am
#32
Join Date: Oct 2009
Posts: 294
Having same problem as OP... After literally ONE HOUR on hold (without any keep-alive from her).... They can't find my fare! Pathetic!
They give me the number to a supposed Rome Ticket office +390665951, which ends up at some random person's home in Italy (I double checked, this is the actually number she gave me).
They give me the number to a supposed Rome Ticket office +390665951, which ends up at some random person's home in Italy (I double checked, this is the actually number she gave me).
Feb 11, 2013, 10:36 pm
#33
Moderator: Hyatt Gold Passport & Star Alliance
Join Date: May 1998
Location: London, UK
Programs: UA-1K 3MM/HY- LT Globalist/BA-GGL/GfL
Posts: 12,127
I called the UK yesterday because my seat selections seem to go away every so often!
1. They wouldn't help without the Alitalia PNR
2. When I explained that I thought she could find it by name, flight number and date, she had a revelation and located the booking.
3. She didn't understand why there was no longer a seat assigned, but offered me a few crappy examples at the back of the Business cabin
4. I took the best they had left and just sighed.
5. May be time to look for another carrier.
1. They wouldn't help without the Alitalia PNR
2. When I explained that I thought she could find it by name, flight number and date, she had a revelation and located the booking.
3. She didn't understand why there was no longer a seat assigned, but offered me a few crappy examples at the back of the Business cabin
4. I took the best they had left and just sighed.
5. May be time to look for another carrier.
Feb 12, 2013, 12:08 am
#34
Join Date: Apr 2009
Location: TLV
Programs: UA Platinum, Avis Chairman, Marriott Gold, Hilton Gold, GA Pilot
Posts: 3,225
After 5 calls to the call center to change a ticket I am just going to linate in a cab. Pathetic. After about 5 minutes on each call suddenly they can't hear me. Every time. Wth!?
Feb 12, 2013, 1:03 am
#35
Join Date: Jul 2012
Location: Helsinki
Programs: A3 Gold, BA Silver
Posts: 1,014
Yesterday received a call (of course from random persons home) asking parla italiano after schedule change. Of course she didn't speak any other European language like German, English, Spanish or Portuguese. Even Iberia, Air France etc have understood that calling to people living abroad using Spanish/French won't work...
Feb 12, 2013, 3:51 pm
#37
Join Date: May 2003
Location: Paris
Programs: AA LT Plat (4m+), AF Plat, A3 Gold, Hyatt Lifetime Globalist, Marriott Plat, IHG Plat/Ambassador
Posts: 2,651
Alitalia's customer service is truly horrendous. Not only are they completely incompetent but they are rude and unprofessional as well. And BTW it's the same if you speak Italian- sometimes worse.
But, like most of Italian companies, public and private, they simply don't care.
As an Italian, I am still convinced the only thing that will save Italy is an economic catastrophe. People and companies are still way too comfortable.
I ONLY fly Alitalia if I have NO other option available.
But, like most of Italian companies, public and private, they simply don't care.
As an Italian, I am still convinced the only thing that will save Italy is an economic catastrophe. People and companies are still way too comfortable.
I ONLY fly Alitalia if I have NO other option available.
Last edited by bostontraveler; Feb 12, 2013 at 3:58 pm
Feb 12, 2013, 3:52 pm
#38
Join Date: May 2003
Location: Paris
Programs: AA LT Plat (4m+), AF Plat, A3 Gold, Hyatt Lifetime Globalist, Marriott Plat, IHG Plat/Ambassador
Posts: 2,651
Yesterday received a call (of course from random persons home) asking parla italiano after schedule change. Of course she didn't speak any other European language like German, English, Spanish or Portuguese. Even Iberia, Air France etc have understood that calling to people living abroad using Spanish/French won't work...
Feb 12, 2013, 3:54 pm
#39
Join Date: May 2003
Location: Paris
Programs: AA LT Plat (4m+), AF Plat, A3 Gold, Hyatt Lifetime Globalist, Marriott Plat, IHG Plat/Ambassador
Posts: 2,651
I sometimes prefer that than listening to the Palermo, gum-chewing attendants... painful....
Feb 12, 2013, 3:56 pm
#40
Join Date: May 2003
Location: Paris
Programs: AA LT Plat (4m+), AF Plat, A3 Gold, Hyatt Lifetime Globalist, Marriott Plat, IHG Plat/Ambassador
Posts: 2,651
Wait till you get to the biglietteria at Linate... Another example of stellar Italian service. NOT!
Feb 13, 2013, 3:51 am
#42
Join Date: Feb 2010
Location: Italy
Programs: ITA Executive for life; AZ CFP "per sempre" (ST E+); LH SEN; BA Bronze
Posts: 1,948
I received 2 calls, an email and an SMS for each single schedule change, so you may wish to check your customer profile and provide them with appropriate contacts. And you'll see you'll receive your calls.
Feb 13, 2013, 3:55 am
#43
Join Date: Feb 2010
Location: Italy
Programs: ITA Executive for life; AZ CFP "per sempre" (ST E+); LH SEN; BA Bronze
Posts: 1,948
Over the phone, with the caveats that a) I talk in Italian and b) I get to the Freccia Alata Plus people and not to the regular call center, I always get very reasonable and friendly service.
Feb 13, 2013, 5:13 am
#44
Join Date: May 2003
Location: Paris
Programs: AA LT Plat (4m+), AF Plat, A3 Gold, Hyatt Lifetime Globalist, Marriott Plat, IHG Plat/Ambassador
Posts: 2,651
I presume that is because you have Freccia Alata. I have DL GM (ST E+) with an Italian phone number and I NEVER receive any kind of alert when there is a schedule change.
Feb 13, 2013, 5:16 am
#45
Join Date: May 2003
Location: Paris
Programs: AA LT Plat (4m+), AF Plat, A3 Gold, Hyatt Lifetime Globalist, Marriott Plat, IHG Plat/Ambassador
Posts: 2,651
As do I... in fairness, sometimes it's great, sometimes it's not. The more complex, the worse it is. And Milan is MUCH better than FCO.... to not speak of NAP or PMO.........