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
customer.relationsCS@alitalia.it, 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?