Due to this recent situation with the coronavirus I need to cancel my plane ticket which I bought over alitalia website and want to see my refund options. I'm having problems reaching their customer service, from the purchases-refunds page they are saying that

Refunds of the total or partial ticket price for flights canceled by the passenger are permitted in accordance with the conditions of carriage for the ticket bought. The conditions of carriage are shown during the booking and purchase process and on the ticket receipt.

Airport and security taxes are always refundable for all fares.

Refunds of tickets bought on alitalia.com, through the Customer Center and Alitalia ticket desks must be requested by telephoning the Customer Center on 89.20.10*. For tickets issued by travel agencies, the request should be sent to the agency.

For refunds of airport taxes and administrative charges related to tickets with a non-refundable fare, please contact: 06 65640.

*From landlines, VAT included: 64 cent/min. with no connection charge. From cellphones, VAT included: TIM, Vodafone and Tre (16 cent connection charge + 95 cent/min.); Wind (15 cent connection charge + 98 cent/min.).

Landline which I'm calling is From Abroad +39 06 65649, but all I get is standard machine voice (Sorry for keeping you waiting...). I could send a direct email, but they apparently don't have one for Italy, so I contacted an office in Serbia on [email protected], also according to customer and service link they have a USA office, but I'm not sure if this is for the US only or worldwide service.

How can I reach them to get a refund?

  • 2
    It wouldn't surprise me if the customer service line is swamped with people like you looking to change their travel plans to/from Italy. I'd suggest to just call and wait on hold for hours, but since it's a toll number, that's only a good plan if you have money to burn. Commented Feb 25, 2020 at 17:06
  • @MichaelSeifert you are totally right, I don't have, and I know it's going to be a slow process, I was just confused about that customer service to call.
    – copser
    Commented Feb 25, 2020 at 17:21
  • Calling them through Skype or some other VoIP service might be a drastically cheaper option, assuming they're not blacklisted there.
    – undercat
    Commented Feb 26, 2020 at 12:19
  • 1
    Hey @undercatapplaudsMonica, I hade major luck, they answered this morning, unfortunately, that is the only way you can cancel your ticket, by a phone call.
    – copser
    Commented Feb 26, 2020 at 12:24
  • 1
    I’m voting to close this question because Alitalia no longer exists, making this obsolete.
    – gparyani
    Commented Nov 17, 2022 at 2:13

1 Answer 1


Alitalia - Elliott Advocacy posts their "Executive Contacts" emails. Let know us after you email them.

Phone Contacts

Main: (212) 903 3494
Toll Free: (800) 223-5730
International: +39 (06) 65-631

FAX 1-212-903-3568

Please note the main office phone number should not be used for claims and the main office is not open to the public.

Email Contacts

[email protected]
[email protected]

Feedback form: https://www.alitalia.com/en_us/special-pages/my-experience.html.

Customer Service Resources

For Customer Relations Issues write to:

Alitalia Customer Relations, PO Box 4485, New York, NY 10163-4485

Social Media Contacts


Executive Contacts

Primary Contact
Elizabeth Santella
Customer Relations Manager
24 West 40th Street, 4th Floor
New York,, NY 1001
[email protected]

Secondary Contact
Benedetto Mencaroni Poiani
VP Regional Manager Americas
24 West 40th Street, 4th Floor
New York,, NY 1001
[email protected]

Chief Executive
Fabio Lazzerini
Chief Commercial Office
Alberto Nassetti snc
Alberto Nassetti snc
Fiumicino , RM 00054
+39 06 65631
[email protected]

or try [email protected]

Last updated: August 3, 2018.

  • Do you know if any of those contact options work these days? Airlines are hard to reach now and often normal communication options have been stopped.
    – Willeke
    Commented Aug 1, 2020 at 6:55
  • That's true. I was crossing my fingers author can report back?
    – user112777
    Commented Aug 2, 2020 at 2:34
  • I wonder what the "potentially bad keyword" is in here..
    – guest
    Commented Aug 3, 2020 at 19:09

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