Travel Troubleshooter: Downgraded to economy on a flight to Rome

Q: I flew from Miami to Rome on ITA Airways with my wife. I paid an extra $160 for two upgraded seats. ITA Airways changed the type of aircraft, so we were downgraded to economy class.

When we checked in, an ITA Airways representative promised we would get a refund. He gave us a name and number to contact. I called but got no answer. I emailed but got no response.

On our flight back, I visited the ITA Airways counter in Rome and a representative gave me a different name and email address. But the result was the same: No response. The email address was invalid.

Thinking there might be a language barrier at ITA Airways in Italy, I then tried the ITA Airways ticket counter in Miami when we landed. A representative there gave me yet another set of numbers and addresses to contact.

I reached a representative by phone, who gave me instructions and an email address for submitting refund paperwork, which I completed and submitted promptly. I have had no response to my repeated requests for an updated status, and never received a refund. It has been six months!

A: You experienced what’s called an equipment change. That’s where the airline switches the type of aircraft and then reassigns everyone to different seats. In your case, you and your wife were sent back to economy class, meaning you were involuntarily downgraded.

But let’s talk about why you spent $160 to get better seats. Airlines like ITA Airways move the seats in economy class closer together and then try to sell you the room they took away. And in your case, they sent you to the back of the plane anyway but then kept your money. ITA traces its lineage to Alitalia, the troubled Italian flag carrier that used to be an endless source of complaints for my advocacy team.

According to the Department of Transportation, you’re entitled to a refund of fees paid for an optional service, including baggage fees, seat upgrades, or in-flight Wi-Fi, if you can’t use those services because of a flight cancellation, delay or schedule change. Also, ITA Airways was required to process your refund within seven days.

Your refund should have been automatic. No sending you to several ticket counters. No empty promises. No six-month wait.

I publish the contacts for the ITA Airways customer service executives on my consumer advocacy site, elliott.org. You could have also complained to the Department of Transportation if that didn’t work, or filed a credit card dispute.

I contacted ITA Airways on your behalf. A week later, the airline refunded your $160 seat upgrade fee.

Christopher Elliott is the founder of Elliott Advocacy, a nonprofit organization that helps consumers. Contact him at chris@elliott.org or elliottadvocacy.org/help.