ita-airways.com Reviews 

We paid a fee to select our seats before departure.
On our return flight AZ650, our seats should have been 30C and 30A.

They gave us 16L and 16J.

Not what we paid for.

How do we get re-imbursed for ITA giving our seats to others?

We asked this at check in and they would not do anything for us.
The on flight service was the worse ever! we asked for water but did not get any. Had to get it ourselves. Very bad food, avoid it at all costs or you will end up waiting for toilet. Bring your own snacks. Do not fly economy. Economy is inhumane treatment!!
ITA is the worst airline and we would never fly with them again.

Joseph

What a joke of a company. Flight cancelled 3 days out, no one could tell us why (needed to know why for insurance), offered a refund as we couldn't get rebooked for days. Received the refund but had to fork our hundreds of £££ to pay for new flights home. Was told over the phone to lodge a claim online to find out the reason for the cancellation, lodged a claim then was told I needed to call the customer service team back. Round and round in circles to no avail - worst airline ever!!!

I had 2 unfortunately flight experiences with ITA. The airline change both flights 7 days before the departure date . Leaving you few options and ruining your plans. The worst was my flights from Catania to Rome and then Zurich. After changing my flight to almost 6 hours later then what I had purchased, the flight was delayed by the 2 hours and 20 minutes. Effectively missing mu connecting flight to Zurich. Then at the gate when it time to board, no information on delay or any ITA agents to board. No announcements and information on which gate or departure times were visible. After an hour, then there was information on the delay and expected departute. 17 minutes before the first flight took off, ITA sent me a new itinerary via email. I was rerouted to Munich then Zurich. One had layovers of 1. 25 hours and another 50 minutes. I have never ran so much in my life to catch flights. This was the most chaotic and unnecessary stress. No thanks to ITA! This is one of worst airlines I've ever dealt with!

An unbelievable disregard for passengers! Not only do they ruin an entire itinerary due to delays, they don't respond to emails or official forms filled out regarding the refunds they're required to issue, and their phone support is a disgrace! They treat it as if it's not their responsibility and the passenger is left to fend for themselves. It's a shame that such a large company is so incompetent in the most basic matters.

Extremely poor customer service. Started off with them printing two boarding passes for the same passenger. Then, since air craft was full as requested handed in two cabin bags at the door to the aircraft for checking in....but lo and behold they never made it into the aircraft. Lost and found 2 days later but nobody knew where they were....everyone ducking for cover. When it hits the fan nobody wants to help.

They cancelled our return flight which connected via Rome to London. Fine , this happens. But after 4 hours on phone over 5 different calls and 3 promised to call back with a solution plus stopping at a ticket office they have not been able to offer flights home and even though they could on business class as still open they refuse
Nice people on phone but no idea how to help

I know we often tend to leave feedback only when we’re upset and expecting a quick response from the company. This time, however, I’d like to share a sincere compliment for ITA Airways. Yesterday (September 28, 2025), I arrived too early at Fiumicino, and the staff kindly allowed me to move to an earlier flight instead of waiting three hours for my original one. Thanks to their team, I was able to get home earlier than expected. Grazie mille, Domenico! I will definitely choose ITA Airways again for my future trips.

Definitely must be one of the worst airlines I've ever flown. Customer service is absolutely horrendous, terrible and completely unhelpful. Even something as simple as a small flight change is impossible unless you want to lose your return ticket. The reservations desk in the biggest airport in Italy has two people at the desk and the line is around the block. People yelling and screaming out of frustration for various reasons. Wow. Hard to imagine that this kind of business still exists but it does. Steer absolutely clear of this airline. It's never been more obvious they care absolutely zero about their customers.

Avoid this airline. I flew ITA Airways Business Class and my suitcase arrived in Dubai smashed, taped up, and with clothes ruined. The baggage desk refused to help, ITA told me to complain online, then rejected the claim because there was no report — which their own staff stopped me from getting. Zero accountability, zero care. Please go with someone else.

We flew Premium Economy from ORD (chicago) to FCO (Rome). The first observations made once boarded was how old and run down the interior of the plane was. The monitor hung at an angle, the leg support stuck in upright position, and overall felt dirty. The remote control for on-board entertainment was stuck and they could not get it to release. They just shrugged shoulders "oh well".
But far and away the worst part was the food. The incoming flight was basically a red eye, so I didn't expect much in the way of food, but what they served was completely terrible. The return flight was 10 hours. I brought food in anticipation of a repeat on the food quality, but there is only so much you can bring on board because you cannot refrigerate anything. We ordered the pasta (other options were chicken or seafood) and literally had one small bite of the penne and didn't touch the rest of it. Honestly, I am not trying to be dramatic, but wow! IT WAS DISGUSTING. I could have sworn there was a piece of fish of something in it. Towards the end of the flight (when you are seriously hungry) they brought a "calzone" that was soggy wheat dough and a touch of red sauce. Edges were microwave damaged and hard. I cannot emphasize enough that if you will be flying ITA, bring food. And, lower your expectations as the planes are so old and outdated. I really wish we have gone with another airlines. Never ITA again. Never.

My advice is to only fly ITA when it doesn't actually matter if you get where you're going.

This is my second time attending a trade show near Milan, and the second time ITA has cancelled the early morning flight to Milan for that same trade show.

Worse still, instead of booking me on the next available flight, ITA put me on a flight that would get me to Milan at the end of the workday.

When I rang, they confirmed there was actually an earlier flight with availability but that I would have to request the change with Travelup, the agency I'd bought the tickets from. Travelup then told me that they needed to get ITA's authorisation for the change, but assured me that I would receive a confirmation of the new details in a few hours.

Three days later, after I chased it three times, Travelup have informed me that ITA say the seats are no longer available. Maybe that's because ITA dragged their feet for days on making the change. Meantime, anyone on the early morning cancelled flight would likely have chosen to move to the next available flight, as I tried to do. These are, after all, commuter flights from London City Airport, so most travellers are probably on a tight schedule and can't afford to lose an entire working day because of a flight delay.

ITA has always shown total contempt for its passengers but in this case they've also created a huge business problem for me. They are totally unreliable and I will certainly never fly with them again.

I went on a business trip (conference), traveling from Oslo via Rome to Genoa, and that’s when all the problems started. ITA Airways lost my luggage for 6 out of 7 days – basically the entire trip. I reported it immediately at the airport.
When the bag finally arrived, one of the wheels was broken. Since this was a conference trip, I had no choice but to buy clothes and toiletries to get through the week. As soon as my bag was returned, I submitted all the compensation forms (June 15th). Today, September 19th, I still haven’t received a single euro in compensation.
I have tried several times to contact ITA Airways by email and phone, but never got any response. Their online system only shows the message: “Dear customer, your application is in progress.”
Never again ITA Airways!

Kind of strange to give five stars when your flight has been delayed. But upon missing our connection because the previous flight was 2 hours late Ita airways employees were already waiting for us. We didn't have to look for them or anything. We received all in (food only) vouchers for a decent hotel since it was immediately clear no other flights were available. Next day everything went smoothly. Granted, this was on our way home. If this would have happened at the start of the vacation i would have been more annoyed.
The claimproces was also clear, quick and generous. Based on this experience we would definetely choose Ita airways again.

absolutely disgraceful company. Trying to cancel our flight and the website doesn't work, they don't respond to emails and we've been on hold for hours. Have to jump through hoops for cancelling a flight that was booked 3 hours ago. AVOID!!!!

I want to make everyone aware of a fraud I experienced. After my complaint about missed flights, I was contacted on WhatsApp by someone claiming to be from ITA Airways customer service (named Daniel). He promised me a refund but demanded I transfer £50 first to “process it.” After I sent the £50, he kept asking me to send more money.
This is 100% a scam – no real airline will ever ask for payment to issue a refund. Please be careful and never send money to anyone who contacts you this way.
@ITAairways – this is extremely concerning, as scammers are impersonating your staff and defrauding customers. I expect an urgent response from your official team.

Worst Airline company ever! Miserable customer service…won’t respond to your emails and they won’t proceed with reimbursement despite admitting that you are 100% eligible.

They charged 80 € for 23 kg, yet our 16 kg bag was sent without issue while they demanded extra payment for 9 kg trolleys, refusing to let us shift items. The staff then insulted us by calling us “disrespectful.”

The most garbage airline I’ve ever travelled on and I have traveled a lot in my life. Constantly overbooking flights, forcing people to check in hand luggage because they don’t have space for it in the cabin and consistently delaying flights by 1 hour + while giving bullshit estimations on departure times. They say flight departs at 17:50 due to delays and we are stood at the gate at 17:45. Please stop functioning as an airline, you clearly don’t know what you’re doing and it’s an embarrassment to the country and the Italian people

Avoid at all cost. They left both ours sons stranded in full knowledge that we had just departed on an inter-continental flight with another airline and did absolutely nothing to try to help.

Actually, on the last phone call they said they would refund a minimal amount as way of apology, but didn’t keep their word.

ITA: Its Truly Awful 😢

Worst European company BY FAR. Long delays, bad communication and generally awful service. Avoid at all costs.