ita-airways.com Reviews 

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!

I had a horrible experience with this airline. First of all, I found it ridiculous that you have to pay extra to choose a seat even after already purchasing a ticket.

The customer service was terrible — the staff were rude and didn’t seem properly trained. On top of that, for a 10-hour flight, we were only given one meal and one drink service. I was starving for most of the flight.

This was my first and definitely my last time booking with this airline.

ITA Airlines booked of connecting flight one hour apart. I had to race with my children through the airport 1.3 miles from where they dropped us off to the next gate we almost missed our flight if you’re handicapped or elderly or just not in a good physical condition, you would have missed your flight. This is unacceptable to book flights like this. You don’t book connecting flights. 1 hour apart. My daughter has asthma. She did not feel good by the time we got to the gate and I sprained my ankle dangerously running through the airport with our bags. Unacceptable. They also lost our luggage. Customer service doesn’t speak English and they don’t compensate you for anything. A very horrible airline to travel with. This is my second time because I always believe in second chances and the second time was worse, the plane is dirty. They don’t clean it properly in between flights. They give you 2 ounces of wine for dinner. A couple ounces of water you have to beg for things. The food is very disgusting microwaved food so horrible food. The staff is very unpleasant. Maybe it’s just their upbringing and their culture. I’m not sure but very unpleasant to be around this review is not giving me an option to upload some pictures. I wanted to show you guys the hour in between my flights and my baggage claim for lost baggage. But anyway, horrible experience I will never fly with him again I don’t give three chance chances.

Booked a round trip for two from Riyadh to Nice (via Rome) for an important trip on 3 June. ITA Airways cancelled all four flights – and then disappeared.

What followed was the worst airline experience I've had. Five phone calls in a single day: a promised callback that never came, repeated disconnections, and being bounced to "another number" with no resolution. The website won't let me rebook online. There is literally no functioning channel to fix a problem they created.

To make it worse, agents claimed they'd only put us in economy, that there were "no seats," and that no compensation or fare difference applied – none of which matches EU passenger rights (EC 261/2004), which require re-routing at no additional cost, including on other airlines if needed.

We have fixed dates and pre-paid accommodation waiting. The stress of being abandoned like this, with a birthday trip on the line, has been awful. I cannot recommend ITA Airways based on this experience – if anything goes wrong, you may be left completely on your own.

I am not impressed with ITA as they made us check our carry on bags on a partially full flight with plenty of overhead bin space significantly delaying our arrival on vacation.

I was the first to check in my luggage. It never made it to the destination. I received an email with the information I gave them. My name was changed and the departure airport as well. I tried calling the baggage services. The bot didn't get my reference number, neither in Italian nor in English. Zero communication. An awful and stressful experience.

Ive recently traveled with ITA Airways and had no complaints whatsoever. I was very skeptical as I had read reviews which said it was awful but my experience was the complete opposite. On the way to Rome they had moved some of people around as it wasnt a full flight so people with kids etc had a bit more room (with people's permission of course) and on the way back they were very nice. I didn't realise the flight also comes with a free drink I.e tea coffee soft drink and a biscuit or crisps. Ive always flown with easy jet and Ryanair to Italy and its not been the best experience in terms of checking in flight boarding etc but this airline seemed to be quite quick and seemless with dealing with passengers checking in etc. The flight back was quite modern and had screens on the back of seats which you could watch a selection of free films, tv programs podcasts. They also give you the headphone for the screens. They also had on flight wifi which you would have to pay for but I didn't buy this so cant tell you how much this was but considering it was a 2 hour flight from the UK the programs and films was more than enough for me. My partner is quite tall 6, 1 and the standard seats there and back offered a reasonable amount of leg room to which he could sit comfortably and not be cramped. I would definitely fly with them again and would recommend using this airline.

Worst flying experience I've ever had. In Rome, no jetway, left on tarmac with carry on, for a connecting flight. People at the gate were extremely rude. ITA never again.

Any other airline will be better than ITA Airways.

I didn’t think to check online reviews before booking because, as a Star Alliance carrier, I assumed the experience would be broadly comparable to other major international network airlines. It is not. These reviews confirm it.

If you have any issue with ITA, be prepared for a frustrating experience. Their website appears to offer booking management functionality, but in practice it often does not work. The mobile app is similarly ineffective. Customer service wait times on an ordinary day can exceed 45 minutes, and even after reaching someone, meaningful assistance can be difficult to obtain.

Basic functions that should be seamless with a modern airline—changing flights, managing bookings, and accessing ticket information—feel unnecessarily complicated. Even the ticketing process feels outdated, with PDF ticket documents rather than the integrated digital experience most travelers expect.

What is most surprising is that ITA is now a Star Alliance carrier, because the customer experience I encountered was nowhere near the standard I associate with other alliance members.

Do not use this airline if you have alternatives.

I would LOVE to give 0 stars because this airline sucks!!!! I had to pay both of my suitcases because they told me i booked the lowest fare, i told then no i have 1 bag free of charge because it’s in my ticket price. I ended up paying $430 for both. I filed a complaint about my situation they sent me a email back saying i should call the number and they can help me out with my problem. I called the guy on the phone was SO rude, he said he spoke to his manager and they will not refund me. Then he proceeds to hang up. I called again and said i want to speak to the manager he said “no never, we have your call recorded and the way you spoke to me is unacceptable i’m going to report you to the police” lol and then he hung up again.
Please don’t book with this airline ever!!!

I took a short flight from FCO to BRU and really liked the presence of a drink service and an entertainment system (i.e. screen) with a good selection of movies. Everything also went smoothly.

I had a very serious and concerning experience with ITA Airways at Rome Fiumicino Airport.

At check in, I was issued a boarding pass under another passenger’s name and for a completely different flight. As a result, my baggage was incorrectly tagged and sent on the wrong flight.

Despite showing my booking confirmation, I was told that my ticket did not include checked baggage and was forced to pay an additional fee under pressure in order to complete check in and avoid missing my flight.

The situation escalated further when I was later told at the gate that my flight had already departed, which caused significant stress and confusion.

Only after intervention from another staff member was the mistake acknowledged and corrected. However, by that time my baggage had already been misrouted and I had already paid for a service that was included in my ticket.

What is most concerning is not only the operational error, but also the unprofessional and dismissive attitude of staff, including being misinformed and ignored when requesting assistance.

While the airline eventually refunded the incorrect charge after escalation, the overall experience was unacceptable and should not happen to any passenger.

I strongly encourage ITA Airways to improve staff training, accountability, and customer service standards to prevent similar incidents in the future.

Worst Airline I have ever flew with.

I have travelled to 50 different countries with more than 30 different airlines and i can tell this is by far the worst. Cancelled my flight and refused to give me an alternative, clearly violating 261/2004 eu regulation which i mentionned to them but ignored.
I then proceeded with a refund and haven't got any response since then.

Is this the "New Era" of @ITAAirways under @Lufthansa Group management? 🛑
Despite providing full medical documentation for a major Achilles tendon surgery, ITA Airways refuses to accommodate a travel change, hiding behind "Final Decisions" and rigid bureaucracy.
A total lack of empathy and professional ethics. If this is how you treat patients in recovery, then the "German Standards" you claim are nowhere to be found.
#ITAAirways #Lufthansa #PassengerRights #TravelAlert #Germany #Munich

My ex-boyfriend booked a flight for me with ITA Airways because it happened to be slightly cheaper than other flights to Egypt.

I was in the hospital and need additional medical care, so I tried to get a refund from my flight. They rejected the medical letter from BHCC Boston, despite it being the most thorough medical letter I've ever received in my life. It was clear from the letter that I am unwell, as the flight was booked just this April 2026. Not only do they refuse to give me a refund, but they refuse to let me submit a "better" medical letter from my doctor because a week has passed, and they said policy doesn't allow them to accept letters after the 7 days since I opened the case. They could have called me before those 7 days were over. Also, the telephone operators are aggressive and rude, and don't let you talk, they interrupt you constantly and don't allow for any sort of negotiation. Of course, they had the audacity to cancel the flight as well. If I knew I was not getting a refund, I would have kept the flight and tried to make something of it, with medical permission. Cancelled my flight, rejected a thorough medical analysis note from top doctors, wherein there was a number to reach out with any additional questions. I will never book ITA Airways again. They get a -10 stars in my opinion.

We flew Rome to Toronto with ITA Airways — $4,500 for our family including a 6-month-old and a 3.5-year-old. What happened on that flight was beyond unacceptable.

A family of five seated near us used the economy bathroom 30+ times throughout the 9-hour flight, leaving it in a completely uninhabitable condition — confirmed by multiple passengers and flight attendants who were called in wearing gloves to clean the walls and floor. The smell was unbearable and affected everyone around us. Anyone who entered after them turned around in disgust (im sure you get my drift). We had absolutely no choice but to use the business class bathroom — I had an infant and a toddler with me.

What followed was one of the most humiliating experiences I've ever had as a customer anywhere.

Cabin Manager Monica Amuro slammed the bathroom door in my face as I was exiting and screamed "STAY IN THERE NOW." I waited five minutes thinking there was a cart in the way. When I opened the door, she unleashed on me — yelling, aggressive, completely unprofessional. No explanation, no courtesy, nothing. McDonald's has treated me better over a $2 order.

Meanwhile — I later found out — she was already at my seat making a scene in front of my wife and my 3.5-year-old, who understands everything. My child watched an adult scream at his parents on a 9-hour flight.

I asked another attendant for her name. Refused. Monica Amuro then came herself, gave me her name with pure attitude — the kind of "what are you going to do about it?" energy that tells you everything about this airline's culture.

Before landing, four male crew members approached us publicly, demanded our boarding passes, and lectured us in front of the entire cabin. Embarrassed. Humiliated. In front of our kids.

We spent $4,500 on these flights and were treated like criminals for using a bathroom — because the one near us was rendered unfit for use and confirmed as such by their own crew. Instead of addressing the actual problem, Monica Amuro and her team chose to bully a family with a 6-month-old.

ITA Airways: avoid at all costs. Cabin Manager Monica Amuro and her crew are aggressive, unprofessional, and have zero accountability. This was my first and absolutely last time flying with them.

The worst customer service they cancelled my flight they were rude on the phone hanging up on me all of the times. Disgusting I hope they close down