Alitalia claims my ticket is refundable — so why is just not it?

Dear Travel TROUBLESHOOTER: I booked a flight from Cairo to New York by means of Rome on Alitalia. When I tried using to look at in for my flight to Italy, an airline representative denied me boarding, for the reason that my visa was turned down. My visa does not let me to enter Europe en route to the U.S., in accordance to Alitalia.

Christopher Elliott, the Travel Troubleshooter 

Luckily, my ticket was refundable. I sent an electronic mail to Alitalia prior to the flight departed, requesting a refund. I enclosed the ticket receipt, which displays that the ticket is refundable, as extensive as I terminate just before departure, and is subject matter to charges.

Alitalia replied that my ticket experienced “no price,” and it denied a refund. As a substitute, it provided me a ticket credit rating and a refund of the taxes. They’ve stopped answering my e-mail. I’ve also referred to as them, but I’ve gotten nowhere. Can you assist me get my $700 back, remember to?

— Ahmed Seloma, Giza, Egypt

Respond to: If your airline ticket was refundable, you should be capable to get a total refund. Unfortunately, airways have taken their time in the course of the pandemic. They were gradual in advance of, and they are even slower now.
Your situation is instructive for anybody arranging an intercontinental vacation in 2021. Passports and visas are your duty, not your airline’s. Experienced Alitalia authorized you to board your flight with the completely wrong visa, it could have confronted authorities fines. So make sure you have authorization to enter the state right before you guide your ticket.

What paperwork do you need? If you reside in the U.S., test the U.S. Section of State website at https://journey.point out.gov/. Also, stop by the Worldwide Air Transport Affiliation web-site at www.iatatravelcentre.com, which keeps the most up-to-date visa details.

You retained a good paper path of the correspondence among you and Alitalia. It would have been fantastic if you also sent the info to an executive get hold of at the airline, inquiring for their assistance. I list the names, quantities and e mail addresses of all the Alitalia administrators on my shopper advocacy site at www.elliott.org/company-contacts/alitalia/.