Oblige Alitalia to allow customers to use their tickets
  • Petitioned The European Parliament

This petition was delivered to:

The Committee on Petitions
The European Parliament

Oblige Alitalia to allow customers to use their tickets

    1. Marco Sassenhagen
    2. Petition by

      Marco Sassenhagen

      Berlin, Germany

On October 21st 2012 Alitalia—Compagnia Aerea Italiana S.p.A. started a promotional campaign on their Japanese website. The core of the marketing strategy was a voucher code - PROMOJP - which allowed customers to deduct JPY 25,000 of the booking price. The promotion was planned to run out on October 26th 2012.

The website stated that the promotional voucher had NO restrictions, except that it cannot used for flights between 20.12.2012 and 06.01.2013.

After a lot of customers, probably thousands, booked flights via the Japanese Alitalia website using the promotional voucher code, lots of them were able to get flights at a very reduced price or even for free because the voucher was worth the booking price.

After customers booked their flights, they received a confirmation e-mail from Alitalia including date and time of the flight, e-ticket numbers, seat numbers and the booking price after the voucher deducted.

Some customers even called the service team of Alitalia booking flights through their hotline. It was no problem using the promotional voucher there as well.

After Alitalia realized that thousands of people booked cheap flights or even flights at the price of 0 Euro / 0 Japanese Yen, the airline started to send out mass e-emails saying the bookings/reservations have been cancelled due to their anti-fraud system. This means, Alitalia says only Japanese people are meant to use the promotional voucher.

Neither the website nor the hotline of Alitalia stated the fact that only Japanese people with a Japanese IP-address or Japanese credit card can book flights using the voucher. This means, the terms and conditions at the time of the booking apply. These were as stated above (no restrictions except a date). Legally, the people who booked their flights entered a binding contract with the airline company.

Furthermore, a lot of people didn't even had to enter their credit card details due to the voucher code and therefore the excuse of Alitalia that a fraud happened (using a non-Japanese credit card) is not valid.

Alitalia has no right to cancel all booking that used the promotional voucher, just maybe because they realized after how many people would be able to buy tickets at a very low fare.

Therefore, this behaviour shown by Alitalia breaks European legislation, namely: Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11 February 2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights, and repealing Regulation (EEC) No 295/91.

Therefore, we call the European parliament to oblige Alitalia to allow customers to use their purchased tickets, also if they used the promotional voucher and therefore reduced their booking price to 0 Euro / 0 Japanese Yen.

A failure in a company's marketing strategy should not be forwared to customers and punish them.

Recent signatures

    News

    1. Donate 0,01 EUR to support the petition!

      Marco Sassenhagen
      Petition Organizer

      Do you remember what Alitalia said? They would accept only tickets which cost at least 0,01 Euro. And we were all annoyed by that 1st class and 2nd class customer policy by Alitalia.

      That's why we started the petition. Because we stand for our rights as customers and passengers and fights for equality. Because the people that were able to get their tickets for free should also be allowed to get their flights.

      A lot of you said they would gladly pay 0,01 Euro to be able to get a valid ticket.

      So we ask you now to donate 0,01 Euro to us. Why? Because we have to bear some costs - printing costs for printing all signatures and comments of the people that signed the petition plus costs for postage to the European Parliament in Belgium.

      Here's the link to donate: http://bit.ly/TlJRhb

      We don't expect you to help us out here - but we would be happy if you would participate in this matter.

      Many thanks in advance!

      Marco

    2. 2,000 signatures! Thanks to everyone who signed!

      Marco Sassenhagen
      Petition Organizer

      Thanks to you we reached our first goal - to get 2,000 people to sign the petition. Next step now will be to send the signatured with the petition to the European Parliament. We keep you updated about the progress!

    3. Reached 2,000 signatures
    4. A bad deal? (Part 2)

      Marco Sassenhagen
      Petition Organizer

      3. Alitalia seems to realize that there is a lot of pressure and bad publicity going on for them at the moment. That's why they try to buy satisfied customers by giving away tickets to people who paid at least 1 Cent. But this strategy is firing back now: it looks like Alitalia wants people to shut up!

      That's why it is important to keep telling more people about this petition and make them sign. There is a really good chance that also the people, who paid 0 Euro for their ticket, will get theirs as well. We will keep going and this weekend we plan to send the first badge of signatures to the European parliament (we have 42 printed pages of signatures so far - not bad!).

      Thanks for your support and keep going!

      Many greetings
      Marco

    5. A bad deal? (Part 1)

      Marco Sassenhagen
      Petition Organizer

      Alitalia has published an official statement today claiming, that the terms and conditions apparently were clearly visible on the Japanese Facebook page.

      This however is a lie and just shows that Alitalia is continueing their politics of lies.

      Now Alitalia is offering a bad deal to make people shut up: everyone who bought a ticket for at least 0,01 € will receive their ticket. Not bad you think? No!

      We show you why this deal makes Alitalia look even worse:

      1. There are no 1st class and 2nd class customers. Everyone who bought a ticket, no matter of for 0 € or 0,01 € has a legally binding contract with Alitalia.
      2. For giving away tickets to just certain, chosen customers who received tickets under the same terms and conditions like the ones who got tickets for "free", breaks EU law again. We have European laws that forbid discrimination. This is an act of discrimination by Alitalia - they chose the people they would like to give the tickets to.

    6. Petition gegen Alitalia

      Marco Sassenhagen
      Petition Organizer
      Travel-One: Petition gegen Alitalia

      Petition gegen Alitalia Vom 24.10.2012: Die italienische Alitalia muss sich nach einer missglückten Gutschein-Aktion auf Facebook für Flugtickets auf weiteren Ärger einstellen. Denn nun reichte einer der vielen um ihr Flugticket gebrachten Kunden eine Petition beim Europäischen Parlament ein. Darin fordert er, das Parlament solle die Airline verpflichten, dass die Kunden die stornierten Tickets nutzen dürfen.

    7. Reached 1,500 signatures
    8. 1,500 signatures!

      Marco Sassenhagen
      Petition Organizer

      We're growing! Our petition has reached more than 1,500 supporters now! Keep inviting and telling more people about it!

    9. Gratistickets: Alitalia enttäuscht Kunden

      Marco Sassenhagen
      Petition Organizer
      Austrian Aviation Net: Gratistickets: Alitalia enttäuscht Kunden

      Gratistickets: Alitalia enttäuscht Kunden Anstatt mit ihrer Promoaktion neue Kunden zu akquirieren, scheint es sich Alitalia mit vielen Passagieren am Wochenende verscherzt zu haben. Die Enttäuschung über Tausende Stornierungen ist groß. Gratis zum Shopping nach Rom, an den Strand Siziliens oder zu einem Spottpreis in die internationalen Metropolen New York, Abu Dhabi oder Caracas - das alles schien für Tausende Reisende am vergangenen Samstag zum Greifen nah.

    10. Software-Panne: Alitalia stellte aus Versehen Tausende Gratistickets aus

      Paula Hannemann
      Campaigns Director, Germany

      Software-Panne: Alitalia stellte aus Versehen Tausende Gratistickets aus - SPIEGEL ONLINE

      Rom - Teure Werbeaktion für Alitalia: Die italienische Airline hatte über Facebook Promotion-Codes veröffentlicht, durch die ihre Kunden 25 Prozent Rabatt auf internationale Alitalia-Flüge erhalten sollten. Doch offenbar haben Tausende Facebook-Nutzer statt der Ermäßigung die Tickets ganz umsonst buchen können. Es hat einem Bericht der Zeitung "La Repubblica" zufolge einen Software-Fehler in der japanischen Version des Internetportals gegeben.

    11. 1.000 signatures!

      Marco Sassenhagen
      Petition Organizer

      1.000 people have signed the petition! We hope more will sign so we can send it to the European Parliament soon!

    12. Reached 1,000 signatures
    13. The press coverage begins!

      Marco Sassenhagen
      Petition Organizer

      German travel website Exbir.com is reporting about our petition. We hope that more media and press will pick the story up! Read more here (in German): http://www.exbir.de/reise-magazin/9297-geprellte-alitalia-kunden-reichen-petition-beim-europaeischen-parlament-ein.html

    14. Reached 750 signatures
    15. Keep sharing the link to this petition on Twitter

      Marco Sassenhagen
      Petition Organizer

      Keep sharing the link to this petition on Twitter and don't forget to use the hashtag #AlitaliaPetition - we can make this trend on Twitter!

    16. Reached 500 signatures

    Supporters

    Reasons for signing

    • Makram Maouad NEW YORK, NY
      • over 1 year ago

      because they are thiefs, pure mafia and if they won't go bankrupt the governement should force them to close

      REPORT THIS COMMENT:
    • Wolfgang Muñoz Guerrero BARCELONA, SPAIN
      • over 1 year ago

      What happens with our tickets?! Something new?

      REPORT THIS COMMENT:
      • almost 2 years ago

      I buyed a ticket to Istanbul and want fly with my ticket

      REPORT THIS COMMENT:
      • almost 2 years ago

      exijo que la promocion que he comprado sea valida, no es problema mio el que se equivocaran......es un deber.

      REPORT THIS COMMENT:
    • chang hwang TROY, MI
      • almost 2 years ago

      I already booked another flight schedule and hotel stay which are related this flight.

      REPORT THIS COMMENT:

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