ITA Airways

✅ Trip Verified | I additionally booked seat at emergency exit and lounge entry when i booked this flight. I paid eur378,67 for the flight plus extra seats and eur35 for lounge entry. I received a receipt for only the flight 326,67. I did not get my seats and i did not receive any voucher for lounge entry. I called the service desk many times (during 3 days aproximately 15 times) they promised me every time to take care of it and to search for the money. The only thing i could do is to book again and pay again and hope it works out. Nobody called me back and i did not receive the seats in the end and of course i could not enter the lounge. Ita airways does not send me any answers by email. This is definitely the worst airline I have ever used. I will not use them again ever.

✅ Trip Verified | No complaints. Comfortable if slightly old cabin with black leather seats. Courteous staff, basic food and beverage served at no extra cost, plane departed on time and landed ahead of schedule. Linate airport was very quick and easy to navigate.

Not Verified | We had two flight segments scheduled on ITA, one from Munich to Rome and one from Rome to Brussels. Our Munich to Rome segment was cancelled and they put us on a later flight, causing us to lose 1/2 day in Rome. Then our Rome to Brussels segment was cancelled and the the flight they rebooked us on was impossible for us to make, causing us to have to switch to a different airline. I don't think this company knows how to run an airline. I have flown hundreds of times and been bumped maybe 2x in my life and with ITA I was bumped on both flights I had with them (100% cancellation rate). I will never fly this airline again and neither should anyone else.

✅ Trip Verified | The worst flight experience period. Gate customer service was very rude. I paid $ 1400.00 for round trip yet despite being international flight I had to pay $80 for one bag. I am pre-TSA but when I asked them to add it to my boarding pass at gate they simply said “since we are new we can’t add it” so on very busy day at LAX I had to go through regular security line. To make matter more fun the lost my bag so I had to go everything shopping in Rome. Today after 6 days and two trips to Rome airport and dealing with the most uncooperative customer service there I got a call from American Airlines in LA that my luggage is there. And the funny part their tracking website still says they still are looking to locate my bag. There is no customer service number and no one to contact. Avoid this airline by any way possible. By the way the service, food and entertainment on the plan gets 1.5 stars out of 10 at best.

✅ Trip Verified | My wife and I used Ita airways service to fly to Italy. Unfortunately once arrived in Milan the nightmare with Ita Airways started, one of our checked bags was lost. We went to denounce the loss and we found out that many other passengers that flew on our same flight had the same issue. After a very long time we were able to have the written documents of the loss, and they told us in writing about what to do and who to contact in case we didn’t received information about the lost luggage after 5 days. Well, this is when the nightmare started, we tried to call all the numbers that were available on the notice, but no agent ever answered, only a robot that for many days kept telling us that they were still looking for our luggage, in the same time we tried to send also emails to the email address provided on the denounce document but we received right away the reply stating that the inbox was full and that nobody could read our email, you can imagine our frustration, we had some gift for the kids and my wife’s clothes, we kept calling but no answers and at this point 10 days of our vacation were gone, after that the robot that used to answer stated that the luggage was been found and that was sent to Malpensa, to the lost and found office.l I was super excited they found our luggage, and when finally I was able to talk to a real agent this agent told me that the luggage was not there, at that time my frustration came out and started complaining about the service I was receiving and and at that time the agent answered me “I wasn’t supposed to even answer your call” and hung up. I don’t know if I will ever find that luggage but I am sure of one thing, I will never fly on ITA Airways again because I can accept that they can lose a luggage but I can’t accept to be treated as we got treated, no one deserves that treatment from a public company Customer Service.

✅ Trip Verified | ITA Airways is actually worse than Alitalia which is saying a lot. I know from experience as a frequent flyer on Alitalia over the last 20 years. My ITA flight was cancelled and rescheduled several hours later allowing me to be in Milan for 1 hour before returning on a business day trip. When contacted for a refund as the ticket was completely useless, the airline placed me on hold for 30 minutes only to come back saying they could not refund me as I purchased my ticket in the Netherlands. This is absurd as it was purchased directly from their website. I was given a number to call in the NL, which did not exist. When I called back, another 30 minute wait, I was told to write a complaint to an email address, that did not exist and came back to me undeliverable. I managed to find the proper complaints and refunds email addresses on their website and explained my situation. I received a reply 5 days later telling me to call the very same customer service number I had already spoken with. Truly the most insane runaround I have ever experienced with an airline. The worst and most ill informed customer service possible. Astounding that absolutely no one would help me, address my request or even care to rectify the situation. I was passed along from person to person who had absolutely no intention of helping me. My ticket was cancelled and not refunded by ITA airways. Be warned, ITA Airways is an appalling company and should be avoided at all costs.

✅ Trip Verified | I had a decent experience. I was expecting the worst based on reviews since I had booked it before reading reviews. They served us every couple of hours. We were fed two meals and snacks in between. I did get tired as it was a 14 hour flight so I stood in the back for sometime and nobody complained. They had snacks and simple drinks in the back for you to self serve as well. My baggage was not lost, I had no problems with overweight issues, and everything went smoothly in my opinion. Things could have been cleaner I will admit. And a charging port would be great as well. Entertainment wasn’t bad, I watched two movies. My only other complaint was no Wi-Fi offered.

✅ Trip Verified | Dreadful experience, but they’re the only airline flying the route non-stop. My first experience was trying to pay for seat selections and checked baggage. Their website forwards to Alitalia, so unless the website language is set to Italian, the transaction does not go through. During one attempt, I was charged to my credit card, despite the transaction on their website showing an error for “time out”. It took about three hours to figure out how to pay for seat selections and checked bags. When it came time to check in, I noticed that my seat selection I had paid USD 75 was not applied to my ticket, so called the help desk. After waiting on hold for what felt like an eternity, I was told there was nothing they could do, as the plane was full, so to email their complaints team for a refund. I did that over a week ago now and have received no response, so just filed a dispute with my credit card. I then found out that the airline doesn’t participate in TSA Pre-Check, so had to wait over an hour at security even though I have Global Entry (which includes TSA Pre-Check) for the specific reason of avoiding long security queues. Once boarded, I intended to use the WiFi do work for business purposes in order to not fall behind, but soon discovered the WiFi was not functioning and did not function throughout the entirety of the flight. Meals were small and insufficient in frequency. We were served two small meals once the course of the 12-hour flight. Snacks were kept at the rear of the plane, and given how many passengers frequented the snack bar, it would seem many people agreed with my sentiments. The service I experienced with ITA Airways was a sorry start to what would ultimately be an absolutely incredible holiday. If Norwegian still flew transatlantic flights, I would have much preferred to fly with them.

✅ Trip Verified | Absolute shame of an airline. Sold tickets, then proceed to cancel your flight a month after, doesn't offer any kind of commercial gesture, and can't rebook you on another flight from the same alliance (pretexting they can't get tickets for other airlines). For a Skyteam Platinum frequent flyer this is just unacceptable, unprofessional and unworthy of a "national" airline.

Not Verified | Horrible, I do not understand why Delta did a partnership with this company. They need to get rid of it. I am a platinum medallion member of Delta and had a duplicate booking with ITA. I spoke with the ITA staff at the airport who told me to call a number to void a booking and receive a refund, it was a Delta operated flight and I had two exact bookings. They were of no help.