AZ Call centers - so unbelievable unprofessional
Apr 1, 2013, 2:37 pm
#61
Join Date: Apr 2009
Location: TLV
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yeah! consider that the AZ Call center is so ....*y because az use to subcontract their c.c. services to an external company with the highest rate of ignorance, incompetence, arrogance ever.
I'm still waiting a refund of 60€ for an additional luggage i've bought from alitalia, but didn't flown the flight + airport taxes for the flight not flown; i've sent them: 4 emails, 3 faxes, 19 calls, but STILL waiting for refund.
I'm still waiting a refund of 60€ for an additional luggage i've bought from alitalia, but didn't flown the flight + airport taxes for the flight not flown; i've sent them: 4 emails, 3 faxes, 19 calls, but STILL waiting for refund.
Apr 2, 2013, 5:28 am
#62
Join Date: Aug 2012
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, but....here in EU is not easy as in the US to make a credit card dispute, because in Europe you can do that only if there's a fraudolent use of the card or a wrong charge (e.g. 1000€ instead 100€), usually not for a service correctly purchased and payed then not corresponding to what was desired...
Apr 3, 2013, 3:52 am
#63
Join Date: Aug 2012
Location: LHR
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that's incredible!
called yesterday AZ to have some info about a 100$ refund ( I'm waiting for it from over 45 days!); after 4 faxes, 8 emails, dozen calls, they replied me in a irritated way: "we have refunded the 100$ on your mastercard on 28/03..." , so i was really surprised!
after the AZ call, i called my bank to verify it: NOTHING!
and it does not require time to have the money available because as my mastercard T&C,all refunds are processed within 24h!
so i've to desume that they replied so, because they did not have any info about the reason why the refund wasn't processed yet!
No words!
called yesterday AZ to have some info about a 100$ refund ( I'm waiting for it from over 45 days!); after 4 faxes, 8 emails, dozen calls, they replied me in a irritated way: "we have refunded the 100$ on your mastercard on 28/03..." , so i was really surprised!
after the AZ call, i called my bank to verify it: NOTHING!
and it does not require time to have the money available because as my mastercard T&C,all refunds are processed within 24h!
so i've to desume that they replied so, because they did not have any info about the reason why the refund wasn't processed yet!
No words!
Apr 10, 2013, 12:06 pm
#64
Join Date: Aug 2012
Location: LHR
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after some others calls (with charge back threat, i received back on my cc the 100$)
still waiting for the tax refund. maybe other 2 months?!
still waiting for the tax refund. maybe other 2 months?!
Apr 27, 2013, 5:21 am
#66
Join Date: Aug 2012
Location: LHR
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Jun 26, 2013, 4:21 pm
#67
Join Date: Aug 2012
Location: LHR
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I want to share with you the last incredible issue i had with AZ and its policy;
On Feb. 2013 I've formally submitted a request for tax refund for a non flown return flight: well, after at least 25 calls to the AZ customer service, with various discussions about the refunding method used by AZ to refund taxes (not the YQ/YR, only airport charges like security taxes, etc.) I've been called back 20 days ago, where an AZ representative informed me that AZ processed my request (4 months?!
) and they were going to proceed to make the refund via credit card.
Initially we were talking about 50-70€ but after some adjustments (don't ask me which ones are involved!), they decided to refundo only 32,15€ (that's better than nothing!).
The first crazy thing happened when yesterday i tried to call AZ customer service and.... due to a dysfunction of their IT system, the line dropped down 3 times: this means that i've been called back 8 times for the automatic customer service quality interview (I was very angry, because the AZ's IT system called me untill 11pm....!
).
But the most incredible thing i discovered today is: I called AZ at 4pm, after 10 minutes waiting in line, i discovered that the refund has been denied 19 days ago (what?!), after some investigation the AZ representative told me that AZ has introduced an administrative fee when someone ask a refund, this fee amounts to 20€.........!
I've asked explainations about the fact that i was waiting for a 32,15€ refund, and AZ asks me 20€ for an administrative fee. After my disappointment, I accepted and decided to proceed, thinking about the fact AZ deducts the 20€ administrative fee from the 32,15€................
N O !
About AZ policy i should had to pay 20€ via credit card ( a separate transaction), and within 30-60 days, i should have back my 32,15€...
At the end I gave up, because this is so incredible and so unprofessional, and i would think that this is a trick used by AZ to discourage customer to ask a refund.
At the end i can say:
AZ is ok for flight quality (good aircrafts, good in flight service on long haul flights)
but..nothing more, i mean..if you have any issue about refund/compensation/etc. ,well, it's your end!
On Feb. 2013 I've formally submitted a request for tax refund for a non flown return flight: well, after at least 25 calls to the AZ customer service, with various discussions about the refunding method used by AZ to refund taxes (not the YQ/YR, only airport charges like security taxes, etc.) I've been called back 20 days ago, where an AZ representative informed me that AZ processed my request (4 months?!
) and they were going to proceed to make the refund via credit card.Initially we were talking about 50-70€ but after some adjustments (don't ask me which ones are involved!), they decided to refundo only 32,15€ (that's better than nothing!
).The first crazy thing happened when yesterday i tried to call AZ customer service and.... due to a dysfunction of their IT system, the line dropped down 3 times: this means that i've been called back 8 times for the automatic customer service quality interview (I was very angry, because the AZ's IT system called me untill 11pm....!
).But the most incredible thing i discovered today is: I called AZ at 4pm, after 10 minutes waiting in line, i discovered that the refund has been denied 19 days ago (what?!
), after some investigation the AZ representative told me that AZ has introduced an administrative fee when someone ask a refund, this fee amounts to 20€.........!I've asked explainations about the fact that i was waiting for a 32,15€ refund, and AZ asks me 20€ for an administrative fee. After my disappointment, I accepted and decided to proceed, thinking about the fact AZ deducts the 20€ administrative fee from the 32,15€................
N O !
About AZ policy i should had to pay 20€ via credit card ( a separate transaction), and within 30-60 days, i should have back my 32,15€...
At the end I gave up, because this is so incredible and so unprofessional, and i would think that this is a trick used by AZ to discourage customer to ask a refund.
At the end i can say:
AZ is ok for flight quality (good aircrafts, good in flight service on long haul flights)
but..nothing more, i mean..if you have any issue about refund/compensation/etc. ,well, it's your end!
Jun 30, 2013, 12:10 pm
#68
Join Date: Feb 2010
Location: Italy
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Jun 30, 2013, 4:34 pm
#69
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Location: LHR
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Oct 1, 2014, 6:43 pm
#70
Moderator: Coupon Connection & S.P.A.M
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AZ call center for the USA number is unbelievably rude. I'm talking arrogance + attitude that would cause me to fire such an employee on the spot if that employee was in my company. As in "Security, please physically eject this employee from the building." Congratulations, rude employee. The ground and flight staff would be hard pressed to make me excuse how unprofessional and rude you were on the phone. Unlike those you assume to have as your captive audience, I've the freedom to choose other airlines. It is very unlikely I'll choose Alitalia.
Oct 16, 2014, 6:01 pm
#71
Join Date: Oct 2003
Location: Traveling the World
Posts: 6,072
I would avoid Alitalia like the plague and fly on Lufthansa or some other carrier. Seems like they are paid to lie or not give you the right information.
Why can't they just close business. I hope their entire airline folds and a new Italian Carrier comes about with better service.
Why can't they just close business. I hope their entire airline folds and a new Italian Carrier comes about with better service.
Oct 16, 2014, 8:36 pm
#72
Join Date: Jan 2004
Location: Heraklion, Greece
Posts: 7,565
AZ call center for the USA number is unbelievably rude. I'm talking arrogance + attitude that would cause me to fire such an employee on the spot if that employee was in my company. As in "Security, please physically eject this employee from the building." Congratulations, rude employee. The ground and flight staff would be hard pressed to make me excuse how unprofessional and rude you were on the phone. Unlike those you assume to have as your captive audience, I've the freedom to choose other airlines. It is very unlikely I'll choose Alitalia.
Oct 22, 2014, 7:35 pm
#73
FlyerTalk Evangelist
Join Date: Dec 2004
Location: East Coast
Programs: AA CONCIERGE KEY & 1MM, HILTON DIAMOND
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I would avoid Alitalia like the plague and fly on Lufthansa or some other carrier. Seems like they are paid to lie or not give you the right information.
Why can't they just close business. I hope their entire airline folds and a new Italian Carrier comes about with better service.
Why can't they just close business. I hope their entire airline folds and a new Italian Carrier comes about with better service.
Oct 25, 2014, 6:55 pm
#74
Join Date: Mar 2012
Location: SFO
Posts: 335
{Quote remove by Moderator, since referencing post is now gone}
I can confirm that the AZ customer service from the call center is lousy, regardless of if you're in J or Y. I have flown AZ in J on paid full fare tickets and had nothing but problems with them. They were rude, ignorant and condescending. However, i have gone back to fly with them because the inflight experience is so fantastic. A shame, really.
I can confirm that the AZ customer service from the call center is lousy, regardless of if you're in J or Y. I have flown AZ in J on paid full fare tickets and had nothing but problems with them. They were rude, ignorant and condescending. However, i have gone back to fly with them because the inflight experience is so fantastic. A shame, really.
Last edited by Moderator2; Nov 3, 2014 at 7:25 am
Oct 26, 2014, 5:26 am
#75
Join Date: Aug 2012
Location: LHR
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I can confirm that the AZ customer service from the call center is lousy, regardless of if you're in J or Y. I have flown AZ in J on paid full fare tickets and had nothing but problems with them. They were rude, ignorant and condescending. However, i have gone back to fly with them because the inflight experience is so fantastic. A shame, really.