ITA Airways

Not Verified | Boston to Athens via Rome. I was worried after reading all of the poor reviews, but our experience with ITA Airways was great! Nice staff, normal airplane food just like any other flight, luggage all made it, all flights were on time. Overall, a great experience considering we were traveling from the US to Athens on three different flights.

✅ Trip Verified | Milan to London. What a complete Mickey Mouse airline! First of all the plane was old, the ones with just 2 seats on either side, the cabin crew were wearing a white t-shirt, blue jeans and white trainers, this just doesn’t look professional, the whole point of a cabin crews uniform is that they stand out if there was an emergency! Then when I get to London they lost my bag, I didn’t get in back until 2 days later, as all my toiletries and make up was in it I was told to go out buy what I need and keep the receipts, I went to Poundland and Superdrug to make it cheap for them even though all my make up was really expensive! I sent the receipts in, I got ignored for 6 weeks! Then receive an email to tell me they won’t be refunding me! What an absolute joke! I hope they go bust and they most likely will with this kind of customer service!

✅ Trip Verified | Since I didn’t had a good experience in my flight in with the ITA airways (aircraft was old, with seat falling apart, poor food quality, old entertainment selection) I wasn’t expecting so much from my flight back and I thought that couldn't be worse than what already experienced!! Unfortunately I was so wrong! The worst experience I ever had with an airline, so disorganized! The flight started with 2 hours delay from scheduled departure. From the check in point you can feel that they are operating so wrong, just 1 line for 2 different flight NYC and LA with 3 hours apart one from the other. So there were people who were in a hurry to leave because boarding would start in 30 minutes, mixed with angry people because their flight would leave 2 hours late. More staff outside the booths chatting with each other then staff doing check in and you could see them leaving their position to go for a cigarette break in the middle of all this crazy situation. But this is only the beginning. If you were lucky enough when finishing your check in for NYC you had 2 extra hour on top of the 3 that is required for international flight to spend inside the airport( since in Rome there is a ITA airways lounge they should invite the guest of the delayed flight to spend time there at airways expense for apologies for the inconvenience!!) waiting for the gate number to show up. So on today flight September 11 2022 all passengers waiting the extra 2 hours had the news that the flight was delayed an extra hour when was already boarding time and must of guest were already in the line. If you think this is everything you are wrong!! The airline asked (10 minutes before the 3rd rescheduled boarding time) to change gate number because there weren’t able to fix the issue with the airplane. We had, my family and I ( 2 kids 3 and 6), take everything with us again, take the train to a different terminal, go through check point again because we were directed through a connection gate. When finally at the gate we had to wait another hour before start boarding - the aircraft wasn’t ready and we had to wait another 20 minutes in the ramp after boarding. This airplane was newer than the previous one but they added and extra chair per row so 9 instead of 8 in same space, basically the chairs are smaller and space now is more limited between chairs - not comfortable for a 9 hours trip. Food, entertainment and service very bad as previous flight. They didn’t had the door for the gate and had to wait another 30 minutes on the plane after landing! The worst of the worst.

Not Verified | Fine, no-frills flights. Pleasant crews, orderly boarding. Usual coffee and biscuits for European hops. No complaints, other than we had to stack for ages before landing at Naples. Not ITA's fault. Checked bag arrived too.

Not Verified | I have been travelling for over 50 years and can honestly say this is definitely the worst airline I have ever come across. My bag did not arrive and no attempt was made to locate it. Call centre in Albania is appalling, it makes no difference what language option you choose they are unhelpful and completely useless. On two occasions they took my number and promised to call back, but they never do. Reading other reviews it’s also obvious their baggage handling companies are also useless.

✅ Trip Verified | I flew ITA Airways and my checked bag never made it. The only phone number for US citizens to call re-routes through Albania and after literal two-hour waits on hold, all they offer is to email the complaints department. ITA doesn't even have a baggage office in the US! I have a claim ticket and even a code that my bag is stuck in Roma but have no way to retrieve it and no one at ITA Air to talk to about it! Airlines with respect and professionalism would contact you and assure you it will be on the next flight but ITA Airways just passes the buck, call the only number and be told the only thing you can do is email complaints. Email complaints and they do nothing. No baggage office for ITA Air at the airport so they say you have to check your airport's lost and found but lost and found says that's only for when people are departing and accidentally lose something; not for incompetent airlines who can't reliably get checked bags safely to their final destination. It's coming on two months now.

Not Verified | It’s been a nightmare honestly. I was treated badly on board and my flight were delayed and my bags were lost. Not much to say apart from I’ll never set foot on an ITA Airways flight again and I would not recommend it.

✅ Trip Verified | Our luggage was lost during our trip to Italy by ITA airways. We had to pick the bags up from Rome Airport two days later costing over $100 round trip in cab as they could not deliver. We were without any clothes or toiletries for that time and had to purchase items to get by. We were advised but ITA to save receipts and submit for reimbursement upon being back home. Our trip in Italy was 3 weeks long. When we returned I spent time on the phone trying to get our reimbursement started which took time as their customer service is very poor. Once I finally got their claims email they replied back stating we broke the 30 day claim window. They said there is nothing we can do. The plane was also old, not very clean, and the amenities were reminiscent of the 90's.

Not Verified | ITA airways is a joke! They lost our baggage due to pure negligence but are taking no responsibility. There is no structure in place or process in place for you as a customer to be able to communicate with anyone or rely on anyone to follow up your case. The one number we were given is just a call center for reservations and have no power to do anything. All they do is check out a website called world tracer which we have access to anyways - I don’t need them to do that. They are not following up on the actual case or looking for my bag. They gave me a bunch of emails to send emails to but surprise surprise - no one is responding to my emails. Not their complaints email, not the ‘bif@ita-airways’ and not the compensation ‘reclami@ita-airways’ email. Nothing. Zero support zero customer service - and when I call it’s zero compassion- as if I am burdening with my call for my bag that they lost. I explained that this bag has everything I packed for the holiday all of our clothes all our toiletries and all of our medicine. Even if the issue is with the airport - the least I expect is for the airline to follow up on my behalf. But no they gave me the number of their baggage handling partner so I can chase them myself. Why should I contact your partners? And when I did call they DONT answer. No one answers! Absolute joke and disaster of an airline.

✅ Trip Verified | Terrible. They lost my husband’s luggage and have not even bothered to update our location address. We email - they do not reply. We call - they either change up after waiting 1-2 hours on hold, or, they say that it’s the wrong number. We have been given 15 different numbers, no one helps. Over 500 pieces of luggage lost and sitting there at Naples airport, but ITA Airways were chilling and laughing behind the counter. They also said if they find it they have to open it to confirm it’s ours - what century do we live in? We have our tags on there, they have the flight codes and stickers on there. Lies. How terrible! They also did not allow us to sit together. They were running almost 2 hours late with departure due to lack of time to put luggage on board. I saw my husbands baggage on the floor outside and when speaking to a staff member, they laughed and said don’t worry it will come on board. Clearly not. Just terrible service unfortunately.