History

In 1947 Alitalia took its first flight on a domestic route using an Italian made Fiat piston-prop. Within a year it had stretched its wings across Europe and services expanded to South America. In 1957 it merged with its main Italian competitor. In 1997 they started a low cost subsidiary to challenge budget carriers while a red balance sheet saw the airline’s network start to shrink. In 2001 they joined SkyTeam and 2003 began to prepare a merger with Air France-KLM which was later scrapped. The financially troubled airline survived on government support which came to an end in 2006. In May 2008 trading in Alitalia shares was suspended and they filed for Bankruptcy in August. Pope Benedict XVI’s prayers to save the Papal flag carrier were partially answered when Italian consortium CAI bought parts of the business and Italy’s number two carrier, Air One, and merged them into a new Alitalia which formally commenced in January 2009. In more than six decades Alitalia has recorded only one profitable year.

On-Board Service

Alitalia’s legendary poor service is half the reason the airline went bankrupt. Crew are generally older with plenty of experience under their belt; perhaps too much. Many have lost the art of customer service, if they had it at all. Staff often treat passengers like they’re a nuisance. Gossiping crew can be found in the galley bitching about the company, passengers and each other and freely extend their complaints to passengers if they show an interest. Pushing the call button will seldom results in a prompt response. Alitalia’s uniform is very sophisticated but looked dated the day it was introduced. The image of Alitalia is tired and the needs a makeover.

Network

Alitalia and its subsidiaries do have an extensive network linking Italy to most European destinations. Their route map includes numerous American cities, the Middle East, Asia and a surprising number of African destinations. Rome and Milan are the main hubs but more direct services to Italy are often available on other airlines. For example Emirates fly direct to Venice and Turkish Airlines provide excellent service to numerous Italian cities. So Hong Kong to Turin would be better with Turkish Airlines than Alitalia or Sydney to Venice would be best with Emirates.

Price

Alitalia is expensive considering its terrible reputation for service and punctuality. Alitalia must have delusions of grandeur as better airlines are typically cheaper than Italy’s flag carrier and there seems no good reason to book this airline at all. Not only does Alitalia fail to match the price of superior quality airlines but the discount no-frills carriers make Alitalia fares seem ridiculous. Occasionally they have a sale and this is the rare time they’re competitive.

Catering

Alitalia is expensive considering its terrible reputation for service and punctuality. Alitalia must have delusions of grandeur as better airlines are typically cheaper than Italy’s flag carrier and there seems no good reason to book this airline at all. Not only does Alitalia fail to match the price of superior quality airlines but the discount no-frills carriers make Alitalia fares seem ridiculous. Occasionally they have a sale and this is the rare time they’re competitive. For a country that prides itself on its coffee, Italy's flag carrier does a poor job maintaining that reputation.

Entertainment

Alitalia’s entertainment system is pretty standard. For Italian speakers it has the best choice in the air today. Individual seat back entertainment units are progressively being installed on larger aircraft. Business Class have large screens while Economy Class have quite small screens which are difficult to see when the front seat is in the recline position. Movies include current and classic choices together with TV shows and sitcoms. Audio channels are offered in numerous languages. The system is quite good, however only selected aircraft have this system.

Ground Service and baggage

Alitalia provides a similar level of ground service as McDonald’s; impersonal and reasonably efficient. On-line check-in is promoted and good for passengers with no luggage while being mostly pointless for others. Italian airports have a reputation for being amongst the least reliable for baggage transfers but are superior to those of the UK or US. Ticket issues are resolved by tired staff. Premium passengers seldom get Premium service from ground staff.

Premium Classes & Lounges

Alitalia’s new Magnifico Business Class is dull, if not sterile. They have gone for a gun-metal grey theme which lacks warmth and a sense of luxury. Far better premium cabins can be found on numerous competitors. Their lie flat seats are an improvement and the larger individual TV screens simply result in Alitalia matching, not exceeding, rivals. Alitalia’s Lounges are nicely designed in a modern minimal look, but are often crowded and when they are, resemble a busy cafe.

Economy Class

An Alitalia experience in Economy is quite dull. Service is below average, tickets prices are above average, seating is standard as is the entertainment system. Catering will remind you that you are in Economy. Many aircraft are old and showing their age. Many of the crew are as tired as the plane.

Frequent Flyer Programme

Alitalia’s frequent flyer programme MilleMiglia is one of the better ones around and helps explain how the airline performs the miracle of finding passengers. Members can earn points on flights, hotel stays, rental car companies and several travel industry partners. Redemptions can be made with flights, upgrades and used as gifts. Like all schemes considerable travel needs to be taken to justify the effort. As part of SkyTeam MilleMiglia membership is useful the world over on partner airlines.

Corporate Culture

The claims of Alitialia’s managers are truly astounding on occasion. It’s a case of the propagandists believing their own spin. Alitalia is in a perilous state and perhaps should have been left to die. The airline has sponged off the long suffering Italian taxpayer for three generations and resorted to corruption and dishonesty to hide its incompetence. Management have been involved in many scandals, so given their ethical deficiency they hardly occupy the moral high ground from which to attack their employees pay and benefits. Alitialia’s unionised workforce have thwarted management plans for years and the curse of bankruptcy has struck both their houses.

Safety

Alitalia’s reputation for safety is yet another cause of complaint. The airline operates a large fleet of older aircraft. Financial woes have resulted in economising in their engineering department, however pilots are skilled and match those of the best airlines.

Alitalia - Rating

A mid priced airline providing poor value for money. Alitalia’s reputation for disappointing service is well justified.

www.alitalia.com