Zeit- und Geldsparend
Our flight was cancelled, and I was unable to reach anyone by phone or email (NOT a very user-friendly website for any kind of follow up). Despite these circumstances outside my control, the local company in Rome (who claimed they were never informed by the main office/website) refused to pick us up the many hours later we actually arrived, and claimed it was impossible for them to issue a refund. The central or main company was completely unresponsive to my calls and correspondence requesting a refund. It is easy to make reservations and pay - but VERY difficult to find anyone if there is a problem.
I already filled this out once - argh! We tried to contact them several times about our flight being cancelled and redirected - but the local company in Rome claims they never received any messages. With our flight number, it would be simple for them to check that it was cancelled. Requests for a refund have not been acknowledged. Will not use again.