Alitalia states my ticket is refundable — so why isn’t it?

Expensive Journey TROUBLESHOOTER: I booked a flight from Cairo to New York via Rome on Alitalia. When I attempted to check in for my flight to Italy, an airline consultant denied me boarding, mainly because my visa was rejected. My visa doesn’t allow for me to enter Europe en route to the U.S., in accordance to Alitalia.

Christopher Elliott, the Vacation Troubleshooter 

Thankfully, my ticket was refundable. I sent an e-mail to Alitalia before the flight departed, requesting a refund. I enclosed the ticket receipt, which reveals that the ticket is refundable, as long as I cancel before departure, and is subject to expenses.

Alitalia replied that my ticket experienced “no price,” and it denied a refund. As an alternative, it presented me a ticket credit and a refund of the taxes. They’ve stopped answering my emails. I’ve also called them, but I’ve gotten nowhere. Can you assist me get my $700 again, make sure you?

— Ahmed Seloma, Giza, Egypt

Response: If your airline ticket was refundable, you ought to be able to get a comprehensive refund. However, airlines have taken their time through the pandemic. They have been slow in advance of, and they are even slower now.
Your situation is instructive for everyone planning an global trip in 2021. Passports and visas are your obligation, not your airline’s. Experienced Alitalia permitted you to board your flight with the mistaken visa, it could have confronted governing administration fines. So make positive you have permission to enter the nation before you e-book your ticket.

What paperwork do you require? If you are living in the U.S., test the U.S. Office of Condition internet site at Also, take a look at the Global Air Transportation Affiliation internet site at, which retains the most up-to-date visa details.

You stored a good paper trail of the correspondence in between you and Alitalia. It would have been fantastic if you also despatched the information and facts to an government get in touch with at the airline, asking for their help. I list the names, quantities and electronic mail addresses of all the Alitalia administrators on my client advocacy web page at