Alitalia Customer Care: How to Get Help Now (Post-2021)

Alitalia (IATA: AZ, ICAO: AZA) stopped operating commercial flights on 15 October 2021 and entered extraordinary administration under Italian law. The operational successor is ITA Airways (Italia Trasporto Aereo S.p.A.), which began flying on the same date but did not assume Alitalia’s liabilities. If you need customer care for tickets issued by Alitalia or for disruption on flights that were branded Alitalia before 15 October 2021, your path to support differs from help for flights operated by ITA Airways after that date.

This guide explains, in practical detail, who to contact, which channels still work, how refunds and EU 261/2004 compensation apply, and what to do with legacy items such as Alitalia vouchers and MilleMiglia miles. It is written for 2025 and reflects the status since Alitalia’s cessation of operations in 2021.

Status at a Glance (2021–2025)

Alitalia ceased operations on 15 October 2021. From that date, flights have been marketed and operated by ITA Airways. Importantly, under the asset transfer approved by the European Commission in 2021, ITA Airways was set up as a new company and is not the legal successor to Alitalia’s debts. As a result, customer claims relating to Alitalia-issued tickets or MilleMiglia are handled through Alitalia’s Extraordinary Administration (“Amministrazione Straordinaria”).

If your itinerary took place on or after 15 October 2021 and the operating carrier was ITA Airways, customer care is ITA’s responsibility. If your claim concerns a flight that was scheduled before 15 October 2021 under Alitalia’s “AZ” code, or concerns Alitalia-issued vouchers or miles, your counterpart is Alitalia SAI S.p.A. in Amministrazione Straordinaria, not ITA Airways.

Who Handles What Now: Alitalia vs. ITA Airways

Correctly routing your request saves weeks. As a rule of thumb: ownership of the ticket and date of operation determine responsibility. The ticket number prefix is decisive: Alitalia-issued tickets started with 055-xxxxxxxxxx. ITA Airways tickets use a different stock. If the first three digits are 055 and the travel date was before 15 October 2021 (or the flight was cancelled around that period), your claim goes to the Alitalia Extraordinary Administration. If the flight was operated by ITA Airways on or after 15 October 2021 (even if purchased earlier), after-sales support, disruptions, and compensation go to ITA Airways.

The Alitalia Extraordinary Administration runs information and claims through an official website. You will not get live call-center support from the defunct Alitalia channels that existed before 2021 (such as the 89 20 10 number in Italy). Conversely, ITA Airways operates a full customer care infrastructure for current travel, schedule changes, special assistance, baggage, and post-travel claims.

• Alitalia-era tickets (055-), cancelled flights up to 14 Oct 2021, unused Alitalia vouchers, MilleMiglia queries: Alitalia Extraordinary Administration website: https://www.alitaliaamministrazionestraordinaria.it (check “Passengers/Creditors” sections for claim instructions and forms).
• Flights operated on/after 15 Oct 2021, schedule changes, baggage, special assistance, post-travel claims: ITA Airways Customer Center: ita-airways.com; Italy toll-free 800 936090; from abroad +39 06 8596 0020; USA/Canada +1 877 793 1717.

Contact Channels That Actually Work

For ITA Airways (current operations), use official channels for the fastest response. Phone support is available via 800 936090 (within Italy), +39 06 8596 0020 (international), and +1 877 793 1717 (USA/Canada). The website https://www.ita-airways.com offers chat and webforms for refunds, complaints, special assistance, and baggage tracing. Social care via X/Twitter (@ITAAirways) and Facebook typically responds to simple requests but will redirect payment or legal claims to webforms for authentication and GDPR compliance.

For Alitalia Extraordinary Administration, there is no active call center for passengers. The official portal at https://www.alitaliaamministrazionestraordinaria.it publishes notices, deadlines, FAQs, and the procedure to file as a creditor for refunds of unused Alitalia tickets and vouchers. If an online form is temporarily unavailable, the site will list alternative submission methods (e.g., email addresses, PEC for Italy-based claimants, or postal instructions). Always keep copies of your submission and the acknowledgment you receive.

Refunds, Chargebacks, and EU 261/2004 Compensation

EU Regulation 261/2004 sets compensation for cancellations and long delays when the operating carrier is responsible: €250 for flights up to 1,500 km, €400 for intra-EU flights over 1,500 km and other flights between 1,500–3,500 km, and €600 for flights over 3,500 km (subject to exceptions like extraordinary circumstances or timely re-routing). For flights operated by ITA Airways (on or after 15 October 2021), submit EU261 claims directly to ITA via its website. Keep boarding passes, booking confirmations, delay/cancellation notices, and receipts for reasonable expenses (meals/hotels) for care and assistance reimbursement.

For Alitalia flights scheduled before 15 October 2021, compensation and refunds fall into the Alitalia Extraordinary Administration claims process. Practically, that means you become an unsecured creditor. Payouts depend on the administration’s recovery and distribution plan, which can take years and may not result in full recovery. File your proof of claim exactly as instructed on the extraordinary administration website, attaching your e-ticket receipt (055-…), cancellation notice, and payment proof.

If you paid an Alitalia ticket by card and did not travel, also consider a card chargeback. Typical schemes: Visa reason code 13.1 (Services Not Provided) and Mastercard 4853 (Cardholder Dispute—Goods/Services Not Provided). Many issuers allow chargebacks up to 120 days from the date you become aware the service will not be provided (often the scheduled flight date or date of insolvency). Provide the e-ticket, evidence of cancellation, and the public notice that Alitalia ceased operations on 15 October 2021. Chargeback availability depends on your card issuer’s policies and local law, but it has proven to be the fastest route for many passengers.

MilleMiglia, Vouchers, and What You Can Still Do

Alitalia’s MilleMiglia loyalty program did not transfer to ITA Airways. ITA launched a new program called Volare; enrollment is available at https://www.ita-airways.com. Miles from MilleMiglia were not automatically migrated to Volare, and redemptions in MilleMiglia have been restricted by the extraordinary administration. If you had an unused MilleMiglia award ticket or companion voucher that was not honored, you must file as a creditor with the Alitalia Extraordinary Administration and include your program statements and ticket evidence.

Alitalia-issued vouchers (including those generated during COVID-19 disruptions in 2020–2021) fall under the same extraordinary administration regime. If your voucher was not used by 14 October 2021, you can file for the residual value through the claims process. Attach the voucher code, issuance date, face value (in EUR), and proof of purchase. There is no mechanism to convert Alitalia vouchers or miles into ITA Volare points.

Escalation and Regulatory Help

If ITA Airways denies an EU261 claim you believe is valid, escalate to the National Enforcement Body (NEB) of the EU country where the disruption occurred or where the flight was supposed to arrive/depart. For Italy, the competent authority is ENAC (Ente Nazionale per l’Aviazione Civile). You can find the EU-wide NEB directory at https://transport.ec.europa.eu/transport-themes/passenger-rights/national-enforcement-bodies_en. File your NEB complaint with your booking, correspondence, and a timeline (dates, times, flight numbers) to speed up handling.

For Alitalia-era claims stalled in the extraordinary administration, ensure you met the filing deadlines posted on the official site and that your documentation is complete. If you purchased via a travel agency, ask the agency for a GDS coupon status print (CPN) and a settlement report showing the coupon remained “OPEN” or “REFUNDED/UNUSED” as of October 2021; this strengthens your proof. Legal action beyond the creditor process is generally impractical, but consumer associations in Italy and the EU can advise on specific cases.

What to Include in Any Written Request (to Reduce Back-and-Forth)

• Booking locator (PNR), full e-ticket number (e.g., 055-1234567890), passenger names, and dates of travel; plus the operating carrier and actual/expected departure and arrival times.
• Proof of payment (last 4 digits of card, amount in EUR, date charged), copy of cancellation or disruption notice, and any receipts for care (meals, hotels, transport) you seek to recover.
• Your preferred refund method (original form of payment or bank transfer with IBAN/BIC), your contact details (email, phone with country code), and a concise statement of what you are requesting (refund, EU261 compensation €250/€400/€600, reimbursement of specific expenses with amounts).

Response Times and Practical Expectations

ITA Airways typically acknowledges webform submissions within minutes and aims to respond in days to a few weeks depending on complexity. Baggage claims follow Montreal Convention timelines (21 days for delayed baggage claims; 7 days for damage), so submit promptly. Keep your PIR (Property Irregularity Report) number if baggage is involved.

For Alitalia Extraordinary Administration, timelines are measured in months or years and depend on the administration’s distribution plan. Always download or print confirmation of your claim filing, note the protocol/claim number, and periodically check the official website for updates and creditor communications. While slow, staying within formal channels is essential to preserve your rights.