The regulations, rules and procedures Alitalia follows for the carriage of passengers and baggage, passenger rights and information on how to get assistance.

All the informations about privacy policy, as per italian D.LGS 30.06.2003 N.196, art. 13


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The contract governing air transport between Alitalia and the passenger is regulated by the General Conditions of Carriage contract as supplemented by the Fare Regulations applicable to the specific air transport service and ticket.

THE REGULATIONS GOVERNING CARRIER LIABILITY, ITS LIMITATIONS AND COMPENSATION FOR DISSERVICE TO PASSENGERS WITH REGARDS TO AIR TRANSPORT OF PASSENGERS AND BAGGAGE.

COMPENSATION AND LIABILITY LIMITS

The laws applied to European Union carriers in accordance with EU rights and the Convention of Montréal.

COMPENSATION

The rules established by EC Regulation 261/04 covering compensation and assistance to passengers in the event of denied boarding, the cancellation or delay of flights. For details, please see "X – FLIGHT TIMETABLES, DELAYS AND CANCELLATION" cited in the Conditions of Carriage.

INFORMATION ON THE PROCEDURES AVAILABLE FOR OUT-OF-COURT RESOLUTIONS OF CONTROVERSIES BETWEEN THE CARRIERS BELONGING TO THE ALITALIA GROUP AND CONSUMERS.

STATEMENT OF UNDERSTANDING

Read the Statement of Understanding between Alitalia - Compagnia Aerea Italiana S.p.A. and consumer protection associations signed July 5, 2010


Download the STATEMENT OF UNDERSTANDING 

CONCILIATION REGULATIONS

On July 19, 2010, Alitalia and the major Italian consumer protection associations signed the Regulations for Joint Conciliation agreement facilitating the out-of-court settlement of disputes between the Airline and consumers through a cost-free Conciliation Commission established and jointly managed by the signatory associations and the Airline.

The 17 signatories of the agreement were: ACU, Adiconsum, Adusbef, Adoc, Altroconsumo, Assoconsum, Assoutenti, Casa del Consumatore, Centro Tutela Consumatori Utenti, Cittadinanzattiva, Codici, Confconsumatori, Federconsumatori, Lega Consumatori, Movimento Difesa del Cittadino, Movimento consumatori and the Unione Nazionale Consumatori.

The Regulation is one of the key elements of the Statement of Understanding signed on July 5, 2010, and in addition to conciliation called for the definition, within one year, of a Charter of Services and a commitment to provide passengers with clear information regarding their rights. 

Alitalia was the first airline to sign a conciliation agreement and to establish a permanent negotiating forum with consumer protection associations and considers these methods useful for stimulating the improvement of quality, increasing customer satisfaction and reducing the length and cost of legal proceedings. These initiatives have been taken with the protection of and respect for consumer rights in mind. 

Consumers can turn to the conciliation procedure should they not get a reply or an unsatisfactory reply on their claims stemming from disputes regarding flights taken since July 1, 2010, or when there is a variance between the obligations and/or commitments assumed by Alitalia and those actually experienced by the passengers. 


Download the full version of the CONCILIATION REGULATIONS 

HOW TO FILE A REQUEST

In order to start the conciliation procedure, you must file a request at the Conciliation Office in one of the following ways: 

  • Online, clicking here 
  • by email to: conciliazione@alitalia.it 
  • by fax to +39 06 6563 8015 
  • by registered mail with return receipt requested to: Ufficio di Conciliazione Alitalia S.p.A. / Associazione dei Consumatori c/o Alitalia S.p.A., Piazza Almerico da Schio, 00054 – Fiumicino (RM), Italy

You can also call the Conciliation Office from 10.00am to 1.00pm from Monday through Friday at the following number: +39 06 6563 8014. 

Download the CONCILIATION REQUEST FORM