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This is the first time an airline has put me through a situation like this. They lost my luggage on the outbound flight and then again on the return flight. I have been trying to get this resolved for months, but I am constantly being given the runaround between the airline and the airport.
ITA Airways refuses to handle my case, locate my luggage, or provide compensation, claiming I need to deal with the airport instead. Yet, the airport has repeatedly told me that it is the airline's responsibility to manage the situation. The result: they keep passing the buck, leaving the customer high and dry.
Customer service is extremely difficult to reach. When a response finally does arrive, it is often delayed, incomplete, or completely misses the point of my inquiry. After several months, I still have neither my luggage nor a concrete solution.
Beyond this major issue, the in-flight service is also very disappointing for a long-haul flight. The quality and quantity of the food fall far short of what many other airlines offer. Legroom is also limited compared to other carriers on similar routes.
I travel regularly, yet I have never encountered such a catalogue of problems. This was my first experience with ITA Airways, and it will clearly be my last.
However, I do not intend to give up. I will continue to demand either the return of my luggage or the compensation to which I am entitled. An airline cannot simply lose passengers' luggage and then leave them without a solution for months on end.
I would give 0 stars if that were possible.
The airline lost my luggage and has made it extremely difficult to communicate with them. They are ignoring the letters from my lawyer, not answering my questions, and relying on AI for phone assistance instead of providing proper customer service. They end my phonecalls when I am talking to a real person.
The reimbursement they offered is a joke compared to the value of my luggage. Their reasoning for not paying the amount stipulated by the Montreal Convention does not align with the description of my luggage's contents.
Lousy, ignorant, unfair, and completely unacceptable.
Case Number: STRAZ*******