ITA Airways

Not Verified | The airline is terrible. Horrible food, unjustifiable delays, without being provided a single voucher. More than three hour delay, asked for a compensation as per policy, and the request has not been addressed after a whole week. Other low-cost are way worthier than this one. Never again.

✅ Trip Verified | When I first heard the name of the Airline, ITA airways, I thought, why not just add the L at the end of it and the name would make more sense. Infact those naming the airline did so accurately because it always leaves something lacking. When I boarded the plane I could tell that the plane was old and slightly used. Not to worry, as I didn’t want to judge a book by cover. I did, however, come to judge it by its multiple equipment failures. I sat in my seat and heard the cabin creaking and squeaking. I decided that my knees crack too once in a while and it’s just a sign of aging. The staff handed me headphones and must have chuckled once outside of everyone’s view as the plugs that they go into are broken. I tried to lip read my movie but then the system went down and It’s struggled to reboot and never came back online. I decided to see if I could get on the wifi to keep myself distracted. I logged on and chose the option to get internet for $15 for the whole flight. Great price, no service. They tease you with a spinning wheel that buffers for the whole trip. No internet. Forget it! I try to put my seat back in a reclining position and it didn’t recline. As I approach the bathrooms, I learn that one of them is out of order. I make eye contact with the others in line so as to establish my turn. They also look like they are looking for moral support. We were united in our struggles and for that one fleeting moment, I had a sense of belonging. A sense that I was not alone in the quest to make it home with the least amount of utility possible on an airline. A sense that I started to understand why ITA airways calls itself ITA. Thanks ITA for giving me sensory deprivation such that I could reflect on the true meaning of life.

✅ Trip Verified | Great on the way, bad on the return, the airline changed our seats, gave them to someone else and didn’t refund the extra money they cost, they said we could have 4 middle seats and then put someone next to us.

✅ Trip Verified | We fly with ITA Airways to visit family because after some awful treatment from low-cost carriers during covid, we refuse to fly them anymore, and BA don't fly year round to Palermo. We appreciate that they are an option, and that they offer some complimentary service onboard and the status they have gifted us in their frequent flyer scheme which means we can use priority security, the lounge and priority boarding. Functionally they offer most things any other "full service" airline offers, but the execution leaves a lot to be desired sometimes. The app and website is very buggy, so we we rarely check-in online, and often prefer to do it at the airport as it doesn't really work - the check-in staff at Heathrow to be fair were one of the nice things about the airline, as they were very Italian and friendly generally. Next the lounges - at outstations they use third-party lounges, and at Heathrow this was the extremely poor Plaza Premium lounge in Terminal 4. This is used by a lot of Skyteam airlines now they don't have their own alliance lounge anymore and non-aligned airlines, so you'd think they'd be making enough to provide decent food and drink. Sadly not, the food is the cheapest and lowest quality you can imagine, orange juice is long-life and tastes like something you'd find in discount supermarket, while pastries taste like cheap frozen ones. The decor is filthy and stained and is in need of replacing. Overall a poor choice by ITA. In ITA's own lounge in Milan Linate, it is clean and tidy. Food is generally nice, but not a lot of choice and it is heavy on cheap carbs. They also don't rotate the food very often, we travel a lot with them sometimes to Italy, and frequently the same choice of food we had a month a go will still be whats being offered. The food is also mostly cold, apart from a hot soup (which is tasty generally) and some warm foccacia or pizette at lunch and dinner, there is no other hot food. Lounge reception staff can be sulky and contemptuous, but lounge staff otherwise are nice if not always polished. Onboard is probably where it is ugliest - the planes are old, and badly maintained except new A220's. The worst is boarding and frequently being met with a strong stench of stale urine, that is omnipresent across the cabin regardless of whether you are near the toilet or not. On the flight to Milan Linate it was so bad, I asked a member of the cabin crew if they could do something like spray air freshener, but he came back and said they didn't have any. The complimentary service is one positive and appreciated - the snacks could be a bit better as they are generally dry Italian bread snack for savoury or a crunchy sweet rice canolo, and they don't change - the highlight however is they do offer full soft drink service with lots of different cold juices and hot tea/coffee, the tea is particularly good. Cabin crew are not horrible, but seem unhappy generally. Its really a mixed-bag on short haul overall, but could so easily be rather good with some small effort.

✅ Trip Verified | The planes was run down with rips in the seatback pockets and entertainment that doesn’t work. I flew a 9 hour flight from Rome to DC. The flight attendants never smiled or said a kind word. They passed meals accompanied by 1/2 a cup of beverage an hour into the flight. 3 hours later they offered another 1/2 cup of water and then they weren’t seen until 1 hour prior to departure to pass a snack. On a flight this long water should be available often. They never circulated to collect trash or check on anyone. The seats are uncomfortable and the toilets were filthy. There was no toilet tissue halfway through the flight. Think twice before booking for a long haul flight

✅ Trip Verified | I had an extremely frustrating experience with ITA Air, which has completely eroded my trust in their customer service. Over a year ago, I was forced to check my carry-on at the gate, only for it to be lost by the airline. Since then, my attempts to resolve this issue have been met with a startling lack of response and concern from their team. Despite numerous emails to their customer relations (including to the Contact Center Customer Operations Head, Mirko Albanese), my situation remains unresolved. It's disheartening to witness such negligence and disregard for passenger property and peace of mind. The unresponsiveness of ITA Air's customer service—ignoring emails and failing to update me on the status of my lost belongings—demonstrates a fundamental flaw in their operations. This experience not only highlights a serious oversight in luggage handling but also a failure in basic customer communication and support. ITA Air's inability to address a simple luggage issue promptly and professionally has left me deeply disappointed. I would caution potential passengers to consider this service failure before booking with an airline that does not prioritize customer satisfaction or respect for passenger property. My recommendation is to steer clear of ITA Air if you value your belongings and expect a basic level of customer service.

✅ Trip Verified | Brand new plane, nice lighting and colors. Unfortunately the legroom is the worst of any airline I have flown so far. The seats recline, that would usually be a good thing, I bruised my knee when the passenger in front reclined his seat. No room at all, the flight was really uncomfortable, the slim line seat hard and slim. No Wi-Fi or not working. On top of that, 30 minutes delay (on a 2 hours flight) that was completely dismissed from the captain. Flight attendants completely disinterested and indifferent.

Not Verified | Old plane with out of service restroom, they change planes at the last minute. The seating is different then you lose the leg room seat that you paid extra for it and they did not reimburse me. Customer service is not existing. Do not recommend ITA Airways.

Not Verified | My food was horrible. My lay flat bed was like laying on plywood and couldn't sleep. No movie selection. Service going not good, coming home a little better. Not enough storage and hot in cabin. Cheaper price but you get what you pay for. Stood inline for 45 minutes in Rome because they couldn't get maintenance to open glass door to plane ramp. No communication.

Not Verified | Canceled my client's honeymoon flights 3 weeks before they were scheduled to depart. Would only offer reprotection on a flight they controlled - no code share - even though it was clearly a controllable cancelation. Well, they canceled the only flight that day they operated from ORD to anywhere, so they provided zero options other than getting everybody scheduled on that plane into Rome a day late. And refunds, those will take between 45 and 90 days to process, which doesn't work well for young adults who need to book another flight to Europe now.