Chucky Mama Posted July 14, 2016 Share Posted July 14, 2016 We went on our annual holiday on 25th. We were flying from Heathrow Terminal 5 and as a result of the terminal being in total chaos. We (and others) missed our flight. After queuing for a total of 5 hours + our family was split, the 3 kids (18+) had to charge across London (no help provided by Heathrow) to Gatwick and we were put on flights going to Sicily via Milan. When we finally arrived in Sicily... our luggage did not! We took the 2 large bags as the kids couldn't cart them across London for their flight (they took a large backpack with 1 person's luggage in). So, no luggage for our 12 day holiday! We are now back at home and it is day 19 and still no luggage. Alitalia the airline has been nothing short of horrific in terms of helping us. The don't answer emails and the only customer service number they will answer is in Rome. We were told that they had found the bags in Milan last Thursday but since then they have been telling us all sorts of untruths regarding flying them to us. Now they are saying that they have not found them! I resorted to posting daily updates of their terrible service on their Facebook page but yesterday I was blocked and all of the posts were removed. I finally received a phone call yesterday basically telling me to ' just wait to hear from them'. In other words, shut up. I have taken to Twitter with not much success as I don't really know what I am doing! So, the moral of the story is pack hand luggage only and don't fly Alitalia! Quote Link to comment Share on other sites More sharing options...
chickencam Posted July 14, 2016 Share Posted July 14, 2016 What a nightmare, I hope that you are eventually reunited with your luggage. Quote Link to comment Share on other sites More sharing options...
mollyripkim Posted July 14, 2016 Share Posted July 14, 2016 There is a site called ceo.com which gives the email addresses of high ranking management, in reality it goes to a department for escalated complaints. Not sure if your airline will be on it but I used it very successfully to get a full refund and compensation from a well known travel agent after exhausting other avenues. Otherwise I would contact the highest person in the company. Quote Link to comment Share on other sites More sharing options...
mollyripkim Posted July 14, 2016 Share Posted July 14, 2016 Sorry it's changed to ceoemail.com and there is a link to your airline. Quote Link to comment Share on other sites More sharing options...
mollyripkim Posted July 14, 2016 Share Posted July 14, 2016 The email address for escalated complaints is silvano.cassano@alitalia.it Quote Link to comment Share on other sites More sharing options...
Chucky Mama Posted July 15, 2016 Author Share Posted July 15, 2016 The email address for escalated complaintsis silvano.cassano@alitalia.it this forum is awesome! Thank you, I'm off to compose an email! Quote Link to comment Share on other sites More sharing options...
Groovychook Posted July 15, 2016 Share Posted July 15, 2016 What a dreadful chain of events Hope that you managed to enjoy your holiday as best as possible. Good luck with your escalated complaint! Quote Link to comment Share on other sites More sharing options...
Chucky Mama Posted July 15, 2016 Author Share Posted July 15, 2016 Darn! I have just googled silvano.cassano@alitalia.it and it looks like he has stepped down. I will have to see if I can find out who the new one is. Quote Link to comment Share on other sites More sharing options...
mollyripkim Posted July 15, 2016 Share Posted July 15, 2016 Thats a shame, I wonder if the email address will still be used and passed on to whoever took over. Quote Link to comment Share on other sites More sharing options...
Charlottechicken Posted July 15, 2016 Share Posted July 15, 2016 What a nightmare for you! Really hope you get your belongings back. I've just googled and it looks like the latest CEO is someone called Cramer Ball. I'd suggest his email will be something like Cramer.Ball@alitalia.it Quote Link to comment Share on other sites More sharing options...
Chucky Mama Posted July 15, 2016 Author Share Posted July 15, 2016 Ah, thank you. I have thought it was Luca Cordero di Montezemolo but it would appear now that he is the Chairman Off to compose a passive aggressive email Quote Link to comment Share on other sites More sharing options...
soapdragon Posted July 15, 2016 Share Posted July 15, 2016 What a horrible experience I do hope that you can get everything resolved to your satisfaction quickly. Outrageous that they removed your comments; couldn't bear being shown up, obviously. Quote Link to comment Share on other sites More sharing options...
Chucky Mama Posted July 15, 2016 Author Share Posted July 15, 2016 Email is composed. It is now a matter of finding of finding an email combo that doesn't get bounced back. As asked the lovely guy that looked after our holiday house to phone today to see if an Italian speaker could get any response. They told him that the luggage was in Munich! So far we have been told that they were in: Milan, Catania, Monaco, Munich, Stuttgart and Frankfurt update:ball.cramer@alitalia.it seems to have gone through! Fingers are crossed. Quote Link to comment Share on other sites More sharing options...
Chucky Mama Posted July 16, 2016 Author Share Posted July 16, 2016 We must have guessed correctly as we received a very apologetic phone call this morning. It would appear that the bags are in Munich...Still trying to get them back to us and won't declare them 'found' until they are here. Finally someone is on the case although 21 days down the line. Quote Link to comment Share on other sites More sharing options...
chickencam Posted July 16, 2016 Share Posted July 16, 2016 Hopefully positive progress. Quote Link to comment Share on other sites More sharing options...
Blackrocksrock Posted July 17, 2016 Share Posted July 17, 2016 Hope they turn up very soon - that has been a long haul to get an answer - touch wood never been in that position and never hope to be- I always take a change of clothing in my handluggage and a pair of sandals. I am lucky I go to stay with friends and also leave stuff there like shorts as I would never wear them here a nightdress and toiletries. I would be in a position to borrow tshirts if I ran out thankfully but would obviously prefer my own stuff. Quote Link to comment Share on other sites More sharing options...
Ain't Nobody Here Posted July 17, 2016 Share Posted July 17, 2016 That's horrendous customer service . I hope you soon get your luggage, a huge apology and some compensation! Quote Link to comment Share on other sites More sharing options...
gavclojak Posted July 19, 2016 Share Posted July 19, 2016 My daughter was due to fly home from Spain last night and arrive at Heathrow at 10pm, she was delayed for a few hours then the airline cancelled the flight and she can't fly back till today at lunchtime. She had a hospital appointment today that she has waited four months for, that will have to be cancelled but every cloud, she got a good nights sleep in a lovely hotel and had a shower. Can you imagine how good that felt after 6 days camping at a music festival! Quote Link to comment Share on other sites More sharing options...
Valkyrie Posted July 19, 2016 Share Posted July 19, 2016 And for her fellow passengers when she comes home! We've been so lucky when going abroad - but that's horrible and all that stress when you are supposed to be leaving all that behind and relax! Hope your belongings are returned soon. Quote Link to comment Share on other sites More sharing options...
Chucky Mama Posted July 19, 2016 Author Share Posted July 19, 2016 The email to the CEO's guessed email address got the ball rolling. I was, it would appear passed to someone who was more than capable of doing their job. Yesterday I was asked if I would like to close the file and for Alitalia to log the bags as lost I asked them to continue searching for 1 more week but to focus afresh on Heathrow, Terminal 5 was such chaos and Milan as our connection was so quick. Today someone from Heathrow got up from their chair and had a look. Poor woman had been on duty for 13 hours and was having a miserable time because of the ongoing chaos at the airport. Our bags were sitting in a room with 'hundreds of other bags' The bags will be couriered to us tomorrow. What a fiasco, who sorts it all out is anyone's guess. Heathrow and BA refused to help as said that lost bags were the responsibility of the final carrier. Quote Link to comment Share on other sites More sharing options...
Valkyrie Posted July 20, 2016 Share Posted July 20, 2016 Ugh! What a fiasco! But at least they are here. Sort of. Hope the courier arrives soon. Quote Link to comment Share on other sites More sharing options...
Chucky Mama Posted July 22, 2016 Author Share Posted July 22, 2016 Bags are back! It is only now that I open them that I realise what a rubbish bunch of clothes I own - son, daughter's and OH's are all fine though and I am glad to have them back. Quote Link to comment Share on other sites More sharing options...
Olly Posted July 22, 2016 Share Posted July 22, 2016 Hurrah! Quote Link to comment Share on other sites More sharing options...
mollyripkim Posted July 22, 2016 Share Posted July 22, 2016 So pleased, what a saga. Quote Link to comment Share on other sites More sharing options...
Blackrocksrock Posted July 22, 2016 Share Posted July 22, 2016 Glad you have your bags all back - what a time you had - your clothes are probably like mine - older and comfy!! I would rather be comfy than stylish! I am not a fashion follower I am afraid! Quote Link to comment Share on other sites More sharing options...
