Why won’t the airline do what it promises?

Q: I booked a flight from Cairo to New York via Rome on Alitalia. When I tried to check in for my flight to Italy, an airline representative denied me boarding because my visa was rejected. My visa doesn’t allow me to enter Europe en route to the U.S., according to Alitalia.

Fortunately, my ticket was refundable. I sent an email to Alitalia before the flight departed, requesting a refund. I enclosed the ticket receipt, which shows that the ticket is refundable, as long as I cancel before departure, and is subject to fees.

Alitalia replied that my ticket had “no value,” and it denied a refund. Instead, it offered me a ticket credit and a refund of the taxes. They’ve stopped answering my emails. I’ve also called them, but I’ve gotten nowhere. Can you help me get my $700 back, please? — Ahmed Seloma, Giza, Egypt