ita-airways.com Reviews 

We booked two business class flights from London to Buenos Aires. First flight was an uncomfortable seat and very poor quality food and drink. The lounge in Rome was of the poorest quality I’ve ever experienced, no seats, restricted access to food and water, and thoroughly un enjoyable. The flight from Rome to Buenos Aires was excellent, seats were great. food was excellent and service was great.

However, what let the whole experience down was ITA Airways not crediting our Volare account with the airmiles we were owed for this. And upon escalating and trying to get resolved, nothing but rude and unresponsive responses. Very disappointing considering we spent £4,000 on the flights.

CATERING IN BUSINESS CLASS - DISCRIMATION OF NON-ALCOHOLICS AND VEGETARIANS
fortunately I didn't read the reviews before our flight, because our business class flight from Rome to Buenos Aires in business class was not only at a very good price but everything worked perfectly. this the good part. the bad part is regarding food and drinks - the flight back was in the afternoon so I was really hungry:
Drinks: There were several wonderful cocktail options WITH alcohol. There was not one option (other than water, fruit juice and standard soft drinks) without alcohol. There exist a lot of great non-alcoholic options from Martini Vibrante to non alcoholic Gin - I suggest ITA adds this to their menu! Not only for people who don't drink but in general it's better not to drink too much alcohol on flights!

FOOD: I pre ordered vegetarian option. Not eating meat does not mean eating super boring food. Penne rigate al pomodoro is vegetarian too (my whole family received this) but instead I received terribly boring rice and 2 pieces of lump unsalted broccoli, the little bread I received was not the same as my neighbours, it was some weird whole wheat dry lump which tasted terrible and now I can't help but wonder: are you trying to punish vegetarians and non alcoholics ???? From an international airline and especially from an Italian one - a country which I love and which is famous for amazing food and drinks - I expect better!! Thank you for taking note and I hope when I fly ITA the next time I will see an improvement!
But honestly - seeing all these negative reviews I don't think ITA even bothers to read it. Their comment section on their website is so annoying that for sure only very very committed people will fill it out.

My flight was cancelled by the airline, and I was not offered any proper solution or assistance. Instead, I was rebooked onto another flight without my knowledge, which I was ultimately unable to use.
After that, I spent over 1.5 months trying to get a simple response from customer service. I sent around five emails, and they either ignored me completely or replied with something totally irrelevant that didn’t address my situation.
In the end, I received no compensation at all, with the reason given being “extraordinary circumstances”, which in reality was just some minor snowfall in Amsterdam, nothing extreme.
Overall, extremely poor communication, zero accountability, and no real support when things go wrong. I would not recommend flying with them.

Terrible business practices from this airline. They don’t value paying customers at all. I booked two premium economy tickets for myself and my girlfriend nearly 4 months in advance. Just because I didn’t pay extra to reserve seats, they overbooked the flight and forced us to downgrade to economy. So basically, instead of just selling products, they pit customers against each other in a bidding war for who can pay the most. I booked my tickets, two seats together, not even a solo traveler, 4 months early, and if one passenger comes in at the last second and willing to pay for a reserved seat, they will give them the seat and put me on standby with a no-choice downgrade. You can’t simply buy a ticket for this airline, they force you into hidden fees and if you are a passenger that paid less than another one, even if they’re a solo traveler that booked it way after you, there is no respect or priority given to you. This was a huge trip to Italy with my girlfriend that was supposed to be special and it started off with huge disappointment, being crammed in the back of the plane, forced into economy when I specifically paid for comfort in premium. Be very careful when booking a ticket with ITA. You are not guaranteed anything. You are just a bidder in an auction pitted against other passengers.

I will never fly this greasy and greedy airline ever again.

Welcome to Air Soprano! I have never had such an appalling flight in all my years of travelling. This was a flight from Rio to Rome on 7th April 2026 at 14:25. On boarding the aircraft, the cabin crew struggled to look enthusiastic. They were leaning in the galley and used a grimace as a smile. I showed them my boarding pass and he pointed to the left. There was no where to go but left. I was right down to the last seat. Got down to the back and there was another cabin crew member. Her eye contact and folded arms made it look like she was ready to throw hands. Not a word of acknowledgement. Just that "I don't want to be here" aura. The flight took off and that when things really amped up. Let me just say that the cabin crew were 95% male and over the age of 50. These guys moved through that plane with a menacing attitude. They had boxes of earphones and showed you the box and tilted their head back to gesture if you wanted a pair. Not once did I see a smile. When they began the drink service they stopped and just looked at you. The drinks were all room temperature and not an ice cube in sight. These 2 guys looked like and acted like Paulie and Silvio. I can only assume the captain looked like Tony or Junior. The food was good. The female cabin crew who was giving me my food literally barked "chicken or pasta". She was like Janice. On disembarking, I felt such relief. This was initially a Lufthansa flight but ended up being an ITA flight. I will never use a carrier who does business with ITA. If God came out of heaven and told me to use ITA well I'm definitely going to hell. Believe every negative review on here about ITA.

Their staff have no idea how to check e-Visa for UK flight and asking each other how to do that. They made us wait for 30 minutes for basic check and we barely made it to the plane. They need proper training for their staff if they want to be Star Alliance member.

Extremely poor experience!! Flight from Athens to Rome was delayed and I had a connecting flight to NY. On landing at Rome, some staff member came up and shoved a boarding pass in my hand and said, “ your flight to NY LEFT. You are on the next flight tomorrow. Didn’t bother to explain anything . I’m a disabled individual with medical needs. Navigating the entire process to get accommodated at a hotel was an absolute horror show !!! Such airlines SHOULD NOT BE IN BUSINESS if they don’t know the basic concept of customer service. Will NEVER TRAVEL with ITA AGAIN !! Absolute clown show !!!

I had a very disappointing experience with ITA Airways and their customer service.

I booked a business class ticket expecting a premium experience, but during the flight I was downgraded due to a faulty seat. While I understand that technical issues can happen, what is unacceptable is how this has been handled afterwards.

It has now been over 6 months, and despite multiple calls and follow-ups, I have still not received a refund or any meaningful resolution. The process has been extremely time-consuming, with no clear communication, no accountability, and no progress.

For an airline positioning itself as a premium carrier, this level of customer service falls far below expectations. A downgrade from business class is a significant issue, and passengers should not have to chase for months to receive what they are entitled to.

I would strongly caution others when booking, particularly for business class, as the after-sales support has been extremely poor.

Company cancelled flight 15 minutes before departure. The alternative flight was not suitable. Still waiting for a refund for the outbound flight 6 weeks later, despite this being a breach of both U.K. and EU law, and for the mandatory compensation. Filing legal papers now to recover these costs.

On the inbound flight the pilot aborted the landing at the last moment. No explanation was given for why he / she did this. A very scary experience for everyone on board. Avoid. Avoid. AVOID.

Very disappointing experience with ITA Airways.

On flight AZ1467 (Rome–Venice, March 18, 2026), I experienced extremely unprofessional and aggressive behavior from a cabin crew member.

Despite following the instructions given by both ground staff and another crew member, the situation was unnecessarily escalated. I was spoken to in a raised voice and addressed with inappropriate and offensive language in front of other passengers.

As a frequent international traveler, I have never experienced such treatment on any airline.

A formal complaint has been submitted, and I expect this matter to be taken seriously and properly addressed.

The food was poorly prepared, the airplane bathrooms were dirty. It was difficult to contact customer service. My flight was cancelled and I was assigned another one, causing me to arrive at my destination later.
I will avoid using this airline again.

Paid for premium economy as I’d had some positive experiences on other airlines so figured it was worth the significant upcharge. Other than the seat being slightly wider and reclining a couple more inches, it was a fail - lousy food and box quality wine (as an Italian I’m ashamed), A/V system partially broken (sound only came out of one side for the whole cabin and their headphones didn’t work, also limited movie selection). Staff on board overall indifferent, although some were nice.

My flight with ITA Airways from Bangkok to Rome was unfortunately a very disappointing experience.

The problems already started at check-in in Bangkok. The ground staff kept sending me from one counter to another. I tried to use a self check-in machine, but it was not working. When I went back to the counter for help, I was again sent somewhere else. In the end, I had to figure out the solution myself. The whole process felt very disorganized and not helpful at all.

The service on board was also very poor. The cabin crew seemed unfriendly and unmotivated, and communication was difficult as almost no English was spoken. During the meal service I was completely skipped and did not receive any dinner. Even calling it “dinner” would be generous, as it was apparently just a simple sandwich for a long-haul flight.

Overall, this was a very disappointing experience and far below what I would expect from an international airline. I hope ITA Airways improves both their ground service and in-flight service in the future.

Flight cancelled and connection missed, ITA sorted out accommodation and a replacement flight to destination. Compensation agreed quickly but no sign of payment despite chasing and being promised payment.

Be aware families with children over 11 years old. ITA Airways will assign random seat assignments for minor children traveling with parents if the child is 12 years old or older. Only purchasing seats in advance (20 Euro or more per seat) will guarantee families will be seated together. Complete money grab, scam. Do not recommend unless you are budgeting the extra for your flights with ITA.

The aircrafts are very dirty. On both of our flights there was a constant issue with luggage and continuous pressure for us to check in our bags. I choose to travel with a small cabin bag because I carry equipment of great value and I do not want to check it in. Despite this, there was strong pressure for me to hand over my bag on both flights, and on the second flight you forced us to open our suitcases and remove our equipment right outside the aircraft door.
The aircraft clearly had space for luggage, but instead you chose to place jackets there or leave space unused in many cases. This seems to be your policy, as we had received an email two days earlier.
Also, on the return flight, even though we had checked in online, our electronic boarding pass disappeared and we were instructed to go to the counter to issue it again. Under no circumstances do I want to waste my time at a counter before every flight.
Your flights were a terrible experienc

Had a great experience.

Left on time, prompt service. Selection of drinks and snacks, which were pleasant. Can't fault them and would use again.

(London city airport to Rome)

I had to cancel 2 flights on ITA due to an accident at the end of 9/2025. I was OFFERED credit for unused airport tax dollars totaling $536 and was told credit would be rendered back to my credit card within 3 mos. If I didn't receive the credit I was told to call csr svc. Since that time I've called 6 times & been told something different each time. Needless to say I haven't received my money & today - almost 6 mos later - I was told 1 ticket # can't be found & will be pending investigation & that the other credit needs to be handled via int'l wire transfer at my expense.

Please avoid this airline at all costs. The agents were polite but they have no authority & it's obvious that the higher-ups care nothing about customer service.

Hello, I was extremely disappointed with my first experience with ita-airways.
I had a connecting flight Paris-Rome-Dubai. At the check-in in Paris stuff forced me to give away cabin luggage. They don’t care that my ticket provides cabin luggage, they don’t care that inside the bag are documents and a laptop which cannot be given away. They simply against people travelling for work. The stuff is very rude and just wants to spoil the trip and give hard times. They lied to me to the face that the flight is full, while when I boarded the plain the whole Buisness class was empty. I was sitting on the first row just behind Buisness and near me were 3 empty sits… at the check in I asked to speak with the director. I was very surprised, the attitude was even worse. She was wearing a falling wig and had her eyebrows drawn dark black thick lines: Very vulgar and surprising look for an Italian company. She refused to introduce herself and she didn’t have a badge with her name and a last name for the references been on the work place. I have never seen anything like this before… very unprofessional, neglectful approach.