Appalling from the time we booked are seats. We paid extra for seats with additional leg room and specific seats numbers - we did not get due to a change of aircraft … the oldest aircraft I have ever seen. Spoke with customer service before the flight and was told to speak to the person on the check-in desk in regards to a seat change to honour the extra money we had paid. The check-in person was not able to help, but assured us that we would get a refund if we just sent a ITA Airways and email attaching or tickets. We have done this however to date after 30 emails ITA Airways will not honour the refund. The most appalling customer service I have ever received. The plant was very basic and looked like it should be retired. Never will I fly with them again!
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