ita-airways.com Reviews 

Worst service ever.
Customer care beyond awful.
Calling for weeks with no response.
When they bother to reply the staff is extremely rude.
Ita airways accra Worst service in the world.

Absolutely horrendous service. My baggage was found damaged at the baggage arrival belt. When I reported this to ITA third party outsourced ground staff at airport, they just handed me a printed apology letter and asked me to contact the airline. I was not aware that any specific inspection report and reference number is required.

When I contacted the airline, they simply refused the claim saying that I should have a property damage report.

It's a great way to avoid claims.

Our first flight from Athens to Rome, AZ719, was delayed by more than two and a half hours. During this time, we were kept on board the aircraft without functioning air conditioning. The cabin became extremely hot, several passengers were visibly distressed, and some were even crying. Despite these conditions, no drinking water was offered by the cabin crew.

As a direct result of this delay, we missed our connecting flight, AZ094, to Valencia. Instead of arriving as scheduled, we were rebooked on a flight arriving more than 24 hours later. Consequently, we lost an entire day of our trip, missed a birthday celebration, and were unable to use the reservations we had already paid for.

To make matters worse, we were sent to a very poor-quality hotel in Triangoli, more than one hour from Rome, in an isolated area. After an already exhausting day, this accommodation was completely unacceptable and only added to our frustration.

The delay was caused by a mechanical problem with the aircraft.

What disappointed us the most was the complete lack of empathy and customer care from ITA Airways. No one proactively contacted us, no one apologized, no meaningful assistance was offered, and no effort was made to help us minimize the impact of the disruption. We were simply left to deal with the consequences on our own.

Overall, this was one of the worst travel experiences we have ever had.

London to Rome "Business Class" is a joke, the crew obviously didn't want to be there, wether it was just out of plain embarrassment or lethargy we couldn't tell, but either way it was awful, the cabin was filthy and tired looking, the service virtually non existent, was only offered water or orange juice in a plastic cup. no free wifi, no alcohol and only just passable food, first and last time we fly ITA.

If I could not rate my experience at all I would. I just had a horrible experience thanks to ITA and its employees at Orly airport Paris. My pregnant wife and I arrived running to the boarding gate at 07:18 when the gates closed at 07:15. We begged and plead to let us in but to no avail. My wife started crying and was visibely shaken and when we told them she is pregnant we couldnt do it any faster one of the pricks responded ‘’So what’’.. We tried contacting the clients service for 1 complete hour before having our call picked up with hopes that we can make a sort of arrangement and get on the next flight or the one after it. Instead, in addition to the flight we missed, our return flight got canceled as well!!! I understand for the outbound flight but why the return too?! They even have the audacity to leave out the fact that they rembourse the airport tax from the cancelled flights.
3 minutes being late ended up costing me 2 less days in Milano for 600 euros.
Would never trust this company again, first and last time, absolute scam and unprofessional rude staff.

they need to offer "0" as an option
if you are thinking of going to Italy avoid this airline like the plague. I had two individuals that booked business class tickets to attend a week of cooking classes i was managing. They had their flight cancelled 4 months before departure,, placed them on separate return flights, lied about availability on flight that would had been acceptable substitutes because they were booked and not available (more than 9 seats were available but nor offered) . they also applied scare tactics by telling them ITA had cancelled 37% of their flights getting them to agree to take flights that were not acceptable by cutting their trip and course short by 3 days, And to add insult to injury they said my clients would need to pay another 50% of the total flight cost to get the date they should have been given and my clients requested at the time of cancelation, we contacted customer service at least 5 times, wrote letters to customer service and actually got a case number. cancellation dept said to speak to customer service, customer service said cancellation dept should handle this problem, a complete run around and rude individuals that actually hung up on us twice. A very upsetting experience that has put a damper on a trip they were excited about taking, horrific company.....fly anything but this airline

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Bait and switch with their A321 Business Class.

I bought a lie-flat business class fare on the ITA Airways A321. However, an old A320 was presented at the gate with economy class seating. I expected a premium experience and instead had zero privacy, little leg room and minimal ability to recline.

The company ignored my request for partial compensation, using the oldest trick in the book - "you were seated in business class" - because my boarding pass was labelled "business class" and my seat was in the front of the plane.

Shameful business practice.

A disastrous experience with ITA Airways.

This is the first time an airline has put me through a situation like this. They lost my luggage on the outbound flight and then again on the return flight. I have been trying to get this resolved for months, but I am constantly being given the runaround between the airline and the airport.

ITA Airways refuses to handle my case, locate my luggage, or provide compensation, claiming I need to deal with the airport instead. Yet, the airport has repeatedly told me that it is the airline's responsibility to manage the situation. The result: they keep passing the buck, leaving the customer high and dry.

Customer service is extremely difficult to reach. When a response finally does arrive, it is often delayed, incomplete, or completely misses the point of my inquiry. After several months, I still have neither my luggage nor a concrete solution.

Beyond this major issue, the in-flight service is also very disappointing for a long-haul flight. The quality and quantity of the food fall far short of what many other airlines offer. Legroom is also limited compared to other carriers on similar routes.

I travel regularly, yet I have never encountered such a catalogue of problems. This was my first experience with ITA Airways, and it will clearly be my last.

However, I do not intend to give up. I will continue to demand either the return of my luggage or the compensation to which I am entitled. An airline cannot simply lose passengers' luggage and then leave them without a solution for months on end.

⭐ 1/5 – Worst Airline Experience Our Family Has Ever Had

My family of four traveled from Chicago to Sofia via Rome with ITA Airways, and the experience was incredibly stressful and disappointing.

We arrived at Chicago O’Hare more than three hours before departure, yet we spent nearly three hours at the check-in counter because ITA Airways staff could not process additional baggage payments. Multiple employees gave us different baggage prices, contradictory explanations, and nobody seemed to know the correct charges for the same bags.

We were repeatedly told to wait while employees contacted headquarters and tried to resolve internal system problems. During this time, we were traveling with two children who became hungry, tired, and frustrated while we sat at the airport with no clear answers.

Because ITA Airways wasted so much time during check-in, we were forced to purchase expedited security access to avoid missing our flight. We were also promised assistance through security, which never happened.

The baggage issue continued in Rome, where one of our child’s boarding passes was blocked because the baggage problem had not been properly resolved. Instead of receiving help, we were met by rude and unprofessional staff who raised their voices while we were simply trying to understand what was happening.

What is most concerning is that ITA Airways later admitted there had been a system malfunction. Even after reviewing the case, they still could not provide a convincing explanation as to why different employees quoted completely different baggage fees throughout the process.

While the airline eventually waived the baggage charges and offered travel vouchers, that does not erase the hours of stress, confusion, and poor treatment that my family experienced. After this experience, I have no intention of flying with ITA Airways again.

I would not recommend ITA Airways to friends, family, or anyone traveling with children. This was, without question, the worst airline customer service experience we have ever had.

Impossible phone support. Complicated number menu, plenty of waiting time, and then they hang up without reason, so I can start all over again.

Why not offer chat? And make phone support reliable if you have it.

ITA Airways changed my flight by more than 5 hours, making it impossible for me to reach Bari in time for my connection. As a result, I was forced to buy new tickets and completely rearrange my travel plans.

What disappointed me the most was not only the schedule change itself, but the complete lack of customer support afterwards. I contacted the airline requesting assistance and a refund, but received no response, no guidance, and no solution.

I am a frequent traveler and have flown with many airlines over the years. This is the first time I have been left in such a difficult situation without any meaningful assistance. Being ignored when seeking help is another.

Very frustrating experience and extremely poor customer service.

Booked flight, it was cancelled and i was forced to call them for a refund and took ages , then it happened again ! What a waste of my time

1 star is generous. If I could leave 0 I would. Lost my luggage, and said would be with me the next day. However, myself and my partner had booked the Vatican City for 9:30am the next day, which has a strict dress code, and my clothes for the Vatican City were in my now lost luggage.

This resulted in me spending €250 on clothes, toiletries and a taxi from the airport, since I missed my transfer due to taking over an hour to try and locate my luggage. Their compensation offer of £69/€80 is laughable!

Be warned about these. Absolute shambles and I will do what I can to never have to use these cowboys again!

In March I flew with ITA Airways to Buenos Aires, with a layover in Rome. When I was about to board the plane and walk to my seat, I was told that I had to hand over my carry-on luggage to be stored in the cargo hold, even though it complied with the permitted weight and size for cabin baggage.
When I arrived in Buenos Aires, it turned out that my hand luggage had been left behind in Rome. When I finally received it back almost two weeks later, it had been completely looted: jewellery, clothing, hygiene products, etc.
ITA says there is nothing they can do because they outsource baggage handling to third parties. That is not correct; they are and remain responsible for my luggage.
I submitted the complaint to the European Consumer Centre (ECC) Netherlands, but they stated that they would not take my case because ITA systematically does not respond to their claims.
In short: do not travel with ITA, because if anything happens to your baggage, you are the one who bears the loss

They were late and then they forced me to check in the on board luggage making me having even more delta on schedule

DELAYED BAGGAGE REIMBURSMENT. In January, ITA Airways lost my suitcase for eight days. Replacing my necessities cost me over $1,700. In early March, after I submitted all receipts, the airline confirmed their liability and promised to a reimbursement check. It took 3 months for that check to arrive. Frustrated after the first month, I filed complaints with the U.S. Dept. of Transportation (DOT) and with the Italian Civil Aviation Authority (ENAC). Such complaints turn out to be useless. In late May I opened a claim with the credit card used to purchase my ticket, demanding a chargeback for ‘services not rendered.’ Only after that did a check arrive. ITA Airways is criminally slow to honor a delayed baggage claim. Working with your credit card company or with a state consumer protection agency are the best way to go. Even better: don’t fly ITA Airways.

I changed my flight from Algiers to Frankfurt from May 29th to June 13th through ITA Airways. The money was immediately deducted from my bank account, but until today, I have received NO booking confirmation, NO PNR, and NO ticket number.
> My flight is in just a few days and I have tried every possible way to contact them: I called them, and sent messages on Facebook Messenger, Instagram, X (Twitter), and via email, but absolutely with no response or success.
> Lufthansa confirmed to me that the booking is in the system but they cannot provide the details because the change was processed by ITA Airways. This is extremely unprofessional. I need my booking reference (PNR) and ticket number urgently to manage my flight. Please check my case!

I bought a ticket to Rome for May 15, 2026. Sadly, by May, my father was getting very ill. I called ITA to ask to postpone the trip. I was told I couldn't because the ticket was too old. So, I cancelled it. They then sent my a $59 refund (from my approximately $1000 ticket). My father ended up dying on 5/15/26. I called back. They said I couldn't get a credit or rebook because I'd gotten a refund. I asked them what I should have done--just not cancelled? They said yes. I thought I was doing the right thing by allowing them to rebook my seat. Disgraceful. Do not fly them.

On a side note: you'll be on hold for a long time, the customer service reps have a tenuous grasp of English.

Only wanted to give no stars
I am extremely disappointed with the experience I had on this flight. This was one of the worst airline experiences I have ever encountered, and I would strongly discourage others from flying with this airline.

From the moment I boarded, the aircraft appeared dirty and poorly maintained. I actually had to request that an area be cleaned before I could comfortably sit down, which is unacceptable for a paying passenger.

Additionally, several of the flight attendants were dismissive, rude, and unprofessional throughout the flight. I felt ignored when asking for assistance, and the overall treatment I received felt disrespectful and discriminatory. No passenger should feel uncomfortable or unwelcome while traveling.

The food quality was also extremely poor and added to the negative experience overall.

I expected basic professionalism, cleanliness, and respectful customer service, but unfortunately this flight failed in all of those areas. I hope this complaint is taken seriously and addressed appropriately so future passengers do not have the same experience.

The first flight was delayed - which caused me to miss my connection. I needed to fight at the office to actually get on a correct 2nd flight - 5 hours later. The connection flight was delayed too -> which caused me to miss the last bus home. I had to catch another bus + train + taxi. One of the worse travel days ever - none of this my fault. For context, I only chose this flight connection (Venice - Brindisi), which was more expensive than the rynair direct flight Because it was supposed to arrive much earlier (18:30). With all the delays it acctually arrived at the same time as the Rynair flight I chose not to take: 23:45. So I spent more money, I spent more time in transit, I got treated badly, I spent more money in the airport, I spent more money for transportation back home... Thank you ITA for one of the most horrible days of travel in my Life. For other context, I travelled to more than 40 countries in the world... so this is really coming from a lot of flight experience. Never again ITA!