[smalenberg]

I can report a similar problem with Alitalia. Our baggage on our departure was delayed by 3 days when it did not make the connecting flight. Worse, on our return when unpacking the bag, I found that the internal support bracket for the retractable handle had been broken.

I attempted to file and claim and was forced to pay for a written repair appraisal. I send all the necessary information and did not receive a reply for nearly a month. When I did receive the reply, I was told that the claim was rejected because I had not filed a damage report at the airport. To determine that the bag was damaged, I would have had to unpack the entire case in the airport. It is completely unreasonable and the damage is excessive.

I attempted to call the service number to dispute this and after being on hold for 20 minutes, I was routed to a voicemail that was not accepting messages. Trying again 2 days later, I was on hold for 15 minutes before the phone rang then abruptly switched to a busy signal and disconnected me.

Alitalia is the worst airline I've ever dealt with and I encourage everyone to avoid them at all costs. This lack of customer assistance is certainly a factor in the continuing financial problems the airline has.