ita-airways.com Reviews 

Honestly, I rarely write negative reviews, but what my wife and I went through with ITA Airways was so shockingly bad that I feel obligated to warn anyone considering flying with them.

We booked Business Class tickets from Rome to Riyadh. Days before they officially announced the route suspension, I noticed in their system that our flight showed as cancelled. I called their support right away to figure out what was going on, and the agent flat-out lied to me, insisting the flight was completely active. The very next day from one of my calls, they officially cancelled it.

Instead of following EU regulations and rebooking us in Business Class on a comparable airline, they forced us onto an Economy flight with a SkyTeam airline not even a flight in their alliance which shows that they could accommodate me on another flight on an alliance member. They other issue that they didn't even mention compensating us for the massive fare difference between Business and Economy. When I told them the EU laws require them to put me on the same class, they flat out said "no, we won't book that for you, it's not our problem."

The customer service is the absolute worst I have ever experienced. When I tried to argue for my rights, the agents hung up on me twice. The third time I called, the agent literally told me, "I have nothing for you, go complain if you want."
Because they never listened and dragged this out and refused to provide a real solution, flight prices with other airlines doubled in the meantime, leaving me completely stuck and unable to afford a new booking.

After I filed a formal complaint, their Customer Relations had the nerve to defend their rude staff, basically gaslighting me and implying that I somehow "misunderstood" their terrible behavior. Their final slap in the face? A pathetic €150 voucher to use on their airline. Why would I ever spend another cent with an airline that treats passengers like garbage?

Save yourself the headache and avoid ITA Airways completely.

I am writing to formally complain about the conduct of the senior cabin manager on ITA Airways flight AZ628 on July 30, 2026. While several other crew members provided acceptable service, the senior cabin manager’s behavior was discourteous, inconsistent, and unprofessional.

During the flight, she restricted me from using a premium-cabin restroom because I was seated in Economy. I understand that airlines may establish cabin-specific restroom policies when necessary. However, what concerned me was the apparent inconsistent enforcement of that policy: I observed other passengers being permitted to use the premium restroom while I was denied access. This left me feeling singled out and treated unfairly as an Asian passenger.

I calmly raised my concern and asked that all passengers be treated consistently and respectfully. Rather than addressing the matter professionally or explaining the policy clearly, the senior cabin manager handled the interaction in a manner I found dismissive and unprofessional. When I requested her name or identifying information so that I could document the incident, she refused to provide it.

The food service also fell below my expectations. Although the rest of the crew was generally satisfactory, this interaction significantly affected my overall impression of the flight and of ITA Airways’ treatment of Economy passengers.

My husband holds American Airlines’ highest elite membership status, and we travel frequently. Had we known that Economy passengers would be treated in this manner, we would have considered booking a premium cabin instead. Elite affiliations aside, every passenger deserves courteous, consistent, and non-discriminatory treatment.
Requested Resolution
I request that ITA Airways:
* Investigate the conduct of the senior cabin manager assigned to flight AZ628 on July 30, 2026.
* Review whether restroom-access rules were applied consistently to all passengers.
* Confirm the airline’s policy for premium-cabin restroom use by Economy passengers.
* Address the manager’s refusal to identify herself when asked.
* Provide a written response explaining the findings and any corrective action taken.
* Consider appropriate goodwill compensation for the poor onboard experience.
I expect ITA Airways to take this complaint seriously and ensure that all passengers, regardless of cabin class, nationality, ethnicity, or background, receive respectful and professional service.

Thanks,
Grace Jasken

Extremely disappointed with ITA Airways’ customer service. I called to ask why my claim had been closed without any explanation, and the representative said he didn’t know because the Claims Department had closed it. As I asked for clarification, he hung up on me. I called back, and another representative also disconnected the call. Being hung up on twice while trying to get answers is completely unacceptable. I still haven’t received an explanation or resolution.

We had to cancel our flights for medical reasons after an unexpected accident made it impossible for us to travel. We had hoped that, given the exceptional circumstances and the medical documentation we provided, ITA Airways would at least be willing to review our case with some flexibility.

Instead, we were repeatedly told that, because the tickets had been booked through MyTrip, we had to deal exclusively with them. At the same time, MyTrip regularly referred us back to ITA Airways, leaving us stuck between both companies without anyone taking ownership of our case.

While we understand that fare rules and booking conditions exist, we believe that exceptional situations deserve individual consideration. Our cancellation was not voluntary but the result of a medically certified inability to travel. Unfortunately, we never had the impression that our circumstances were genuinely taken into account.

In the end, we were unable to travel, received no meaningful assistance, and lost the full value of our tickets. As a customer, this felt unfair, especially given the exceptional medical circumstances that prevented us from flying.

Based on our experience, ITA Airways showed little flexibility or customer care when dealing with a genuine medical emergency.

Worst experience ever! They lost my luggage and it’s been already four days and it’s still not found. Their customer service is awful and as soon as I say the word baggage they hang the phone up on me. DONT FLY WITH THEM!!!!!!!!

My issue has still not been resolved. My delay compensation claim has been under review since 22. April 2026, and I have not received any meaningful update. I would appreciate a clear timeline and a final resolution rather than generic responses.

Avoid ITA Airways if you value your time, your money, or even basic customer service.

I booked one single itinerary from Rio de Janeiro to Tunis (Rio–Rome–Tunis), all operated by ITA Airways. This was not a collection of separate flights—it was one journey, purchased under one reservation.

ITA managed to ruin both directions of my trip.

On the outbound journey, they cancelled a flight and turned what should have been a short connection into an 11-hour layover.

On the return journey, they did it again, this time leaving me with a 10-hour connection and a 13-hour delay to my final destination.

This was a business trip and my employer deliberately chose ITA because it offered the shortest travel time, allowing me to arrive rested and ready to work. Instead, I arrived exhausted after spending an absurd amount of time stranded in transit.

During one of these disruptions, ITA failed to provide proper assistance. I had to figure out my new itinerary myself and ended up paying for expenses that should never have been mine.

The worst part comes next. What separates a good airline from a bad one is how it treats its passengers afterward.

I submitted a detailed complaint and to the outbound flight, they offered a ridiculous compensation saying it the cancelled flight was a short one. They ignored the fact that I was in transit for over 10 hours without any support from their side.

If your trip is important—especially if you're travelling for work: NEVER CHOOSE ITA Airways.

I was very disappointed with my experience flying ITA Airways. The aircraft was extremely old and poorly maintained. Several parts of the cabin were broken or worn out, and the plane itself was noticeably dirty, which did not inspire confidence and made the flight feel neglected.

The seating was incredibly cramped, with so little legroom that it was almost unbearable, even for a relatively short flight. The lack of space made it very difficult to get comfortable.

Overall, the aircraft felt outdated, the cabin was dirty and in poor condition, and the experience fell well below what I would expect from a full-service airline. I hope ITA Airways invests in upgrading its fleet, improving cleanliness, and providing a more comfortable onboard experience.

Despite reading some harsh reviews about ITA, my trip from Miami to Rome and then Rome to Heathrow was quite pleasant.

Unfortunately, my return was frustrating. First, I called prior to my return flight to inquire about possible changes. After choosing not to change flights. The person on the phone lied to me about the seating assignments with my son. I called prior to departing in Miami and someone assigned us seats for all legs of the trip because my son is a minor.

The person I spoke to on July 6, before the return flight said that we did not have assigned seats and we were not sitting together which I can see is not true. I explained again that I spoke to someone and seats were assigned. In addition, he said that ITA will not do it as a courtesy since I did not book with ITA. I do not know why he would do that but it just felt like he was trying to upsell me after I decided not to change flights.

Second, at Heathrow, when my son and I were trying to board the flight, I realized that his boarding pass was misplaced somewhere between security and the gate. I explained this to the woman checking passports and tickets at the gate but she became rude and said step aside until you get this sorted out. I also showed her the information on my phone. I explained again that the paper boarding pass was misplaced. Then she hastily said go see my colleague at the desk, again. It proved quite difficult to approach the desk because it was at the head of the queue in the roped off area and the person at the desk was also checking tickets.

To add insult to injury, she accidentally scratched my face when I was returning from trying to approach the desk. The employee could have handled the situation differently and should have some consideration for people traveling with children. Ultimately, I provided the boarding pass from my phone.

We finally made it to the gate, I scanned my son's ticket. He walked through but waited for me. Then I scanned my ticket and attempted to walk through but an alarm went off. The person at the desk, who clearly was not paying attention until the alarm, immediately said one person at a time and asked for the boarding passes. I think the alarm went off because of the bag I was carrying. I provided my paper boarding pass and the boarding pass on my phone and we boarded the plane to Rome.

So, at this point, I am feeling completely attacked by ITA's staff!

I am hoping the next leg of the trip is more pleasant. But the boarding crew at Heathrow on July 7, 2026 at approximately 4:30 PM was terrible. This is certainly a deterrent for booking with ITA in the future.

(I wrote this when the incident occurred. Side not the flight crew on the plane was actually nice).

Creating a complaint with the airline has been futile. I received a response today telling me to complete an online form. Their forms on the website do not work and all of the email addresses have been deactivated.

NEVER FLY ITA Airlines!!!!!! I have had two horrendous experiences with them and in each one they won't do anything to help. My first flight was delayed 7 hours (on the tarmac!) so I missed my connecting flight. They wouldn't pay for a hotel and put me on a morning flight so I'm having to wait 9 hours in FCO in Rome for a flight that gets me home at 3am. When i explained I have an acute medical condition and that this would be very hard for me, they said i could book my own hotel and own morning flight and try to get reimbursed by the airline later. They gave me a food voucher that didn't work in MOST of the cafes and restraurants. I found one cafe that accepted it. Most said it didn't work. This is just one of my experiences with the airline. the other is even worse and I lost $2000 because they wouldn't take an ounce of responsibility in the situation although it was their fault - that's another review!!

If there is 0 i would give it, the worst experience, we reached our destination yesterday and our bags didn’t, today we contacted them but they said till now they can’t find out bags, 0 customer service from the check in counter till we reached, nobody is helping.
We have expensive clothes inside those bags so we loose them it’s ok for them cuz they are not the ones buying them.
Such a horrible experience, we are with no clothes nothing literally nothing, we have to buy everything now, they ruined our vacation
NEVER EVER WITH ITA AGAIN, it was the first and last.

This airline has no customer service at all. They cancelled our flight a couple of hours before departure, nobody answered the phone after waiting for over 30 minutes, and no other way to contact them is provided. The pre-made forms to claim a refund do not recognize the flight ticket number. It has already been a month since the flight was cancelled, and I haven't even received a reply yet. I do not know if I will ever get a refund. I will never fly with ITA Airways again.

Its been 10 years straight that I’ve been traveling with its airways every year to go from Geneva to Roma and I don’t remember a single time when the flight was in time for 10 years the flight was late or we got problems with our luggage. And for the flight itself the seat are very small if you are more than 1m75 it is a veritable nightmare. And I hope that you speak Italian because at the gate all of the information for the flight is in Italian and not in other languages

5 hour delay, lavatory in first class cabin broken, uncomfortable seats and no ice for drinks on the flight

Absolutely terrible. Flight delays. No communications. Dirty planes. Avoid at all cost

About baggage it was handcarry small bag from munich to rome staff ask to me no handbag plan is full we put in back side as a big baggage, i asked them i donot want but they kept. At the final they didnot put in the flight. I came just for 4days for vacation.staff from rome also not good frandly no helpful. So i never take again this flight. It was not only me many other people too. Very bad service🤑🤑🤑🤑🤑

The flight was canceled by ITA and they refuse to refund the money.

My baggage has been missing for almost one week, and I have still not received any meaningful update from ITA Airways.

I filed a baggage claim immediately upon arrival at Naples Airport.

PIR: NAPAZ43281
Bag Tag: AZ5479**
Passenger: Natalia Meshkova

The only information I receive is the same automatic message: “Tracing continues. Please check back later.”

I have already provided a complete description of my baggage and all requested documents. Unfortunately, neither ITA Airways nor the airport has been able to tell me where my suitcase is or when I will receive it.

This situation has caused significant inconvenience and unnecessary stress during my trip.

I kindly ask ITA Airways to urgently investigate my case, locate my baggage, and contact me with a real update instead of automated responses.

I sincerely hope the company will resolve this issue as soon as possible.

ITA took my money for a product that did not exist. They will not refund my money and it is impossible to get any help from their customer services. Heathrow customer services suggested I try using social media to get a response; DONT. Four different scammers contacted me pretending to be from ITA. They nearly got £900 out of my account. Go to the civil aviation authority. ITA don’t care about their passengers.

Every experience from start to finish was bad with this company. First the check in system was down so nobody could check in . Staff (being only 1 person) just sat around and did nothing until everyone sat in line for over 2 hours and started screaming. Then we weren’t going to be let on the plane because they already closed the doors. Luckily everyone was pretty much in our same shoes so we all got to board. The plane then sat on the tarmac for 2 hours with no ac . Now everyone on the plane was going to miss there connecting flight from FCO to SFO . When we landed at FCO we all had to run to the flight without boarding passes and go through security and customs . Luckily everyone the plane waited an hour for everyone . People waiting on the plane were not happy. Then they delayed that plane an extra hour on the tarmac. When we finally arrived in SFO 5 hours later we find out all our suitcases are still in Rome and now we have to go file a claim with the 1 person ITA had at the baggage claim which took more then 2 hours. Horrible airline will never fly again