ITA Airways

Not Verified | This airline has the worst customer service system of any Flag carrier that I have ever flown! Calls are directed to Albania and the agents are rude and unhelpful. I had called to change my route from LAX-FCO-LAX and add a FCO-NAP leg on the outbound. They will not honor ANY of the SkyTeam partners FF programs. Our Delta Skymiles was rejected BC Delta (and none of the Skyteam airlines accepted this airline as a code share partner. The Google Flights was showing the total fare to be even lower than the original itinerary, but upon numerous tries, every LAZY agent told me that it would cost me-wait for it-$4000 more to book that itinerary! I will avoid this airline. Now to the Business Class cabin and service. The lounge was nice but mediocre. Bar staff were arrogant. Boarding was chaotic they had two doors open on the aircraft but were only boarding EVERY class passenger together through one door! When asked from FA, he said the first door was for catering supplies even though there was no such sign for any catering supply! The only positive was the BC cabin. It was a new aiplane and the seats and surroundings were large and comfortable. I will NOT fly this airline.

Not Verified | Rome, 16th September 2022: boarding time was at 15:30 and departure was supposed to be at 16:05. We stood in the boarding corridor and every 15 minutes we were told that the boarding pass control was imminent. Two hours standing up and at the end we were told that the crew had difficulties to reach the airport. We arrived in Zürich when it was already night. Snack: a micro bag of peanuts (the alternative was a single biscuit) and a fake fruit juice (lots of water and preservatives: really disgusting!). But the most horrible thing was the total lack of professionalism and politeness, a lot of rudeness, antipathy, long face and incapacity of smiling of the stewardesses. Double standards in not returning a greeting to whom they were not considering important.

Not Verified | My flight was cancelled and the company did not give me a proper alternative so I was entitled to a refund. One month later, and no refund. The ticket was over USD 1500 and, yet, no refund. I tried to reach them, nobody answers the email, the telephone does not work. Really bad customer service.

✅ Trip Verified | As usual on ITA which can't get away from the bad history of its predecessor, flight was over 2 hours late. Not even a cup of water I was offered. On boarding gate members of staff gave us no concrete information. Tried ITA help desk at the airport after announced long delay and for ZERO surprise there was NO ONE at the desk. ITA is just dreadful in a whole.

Not Verified | The staff was nice enough but on our return flight they lost my brothers luggage, this piece had all his gifts and clothing he brought with him, on a once in a lifetime trip. We have called emailed and was told to wait the 65 days for review. No one has contacted him we also get a person in Albania who states they are aware? Aware but what are they doing. It seems to be an internal problem? We would love for anyone to call back to make restitution no one contacts my Brother or his wife. We are making several complaints to the Department of transportation. I will never fly this airline or recommend to any one.

✅ Trip Verified | They lost my suitcase for 2 days with all my belongings. They caused me expenses because I arrived in Italy on vacation and I had to buy toiletries, clothes, etc. They made me waste a lot of my vacation time and money. I have been demanding a refund of the money that belongs to me for 3 months and the airline does not respond to emails. The airline is a complete fraud. I also had a lot of problems with them at the airport.

✅ Trip Verified | Very uncourteous staff for no reason at all. Does not have vegetarian meals on board. Please avoid it if possible. The reviews across the platforms reflect the same experience I had.

✅ Trip Verified | They lost my bag and when you call their customer service line, they hang up on you. I was trying to fix my name in their system but it wouldn’t allow me to do so online, so I had to call where I was hung up on 5 times. I have sent emails asking for compensation and proof that my bag was delivered, but no one has responded to my emails in 3 months. Make sure to bring carry on only. They do not even deserve a 1 star review.

Not Verified | Do not fly this airline. If you have to make any changes to the ticket, or if you need to talk to customer services for any reason, please know that they transfer you to a handful of people in Albania. Nice enough people, but 100% incapable of helping you in any way. They "contact managers" and come back and say that nothing can be done. Then there is nothing you can do. I have never encountered worse customer service with any organization in my life. I booked a Business Class ticket ($3000), had to change the outbound date because of a medical emergency - I still wanted to fly their airline, so they changed the ticket and charged me $500. Then I received an email that the change was void, and my original ticket was back in place. I then had to purchase tickets on a different airline to get to and from Florence. ITA will not refund anything - not even the $500 they charged me for the change (that they then voided). I have spent at least 6 hours on the phone with ITA over this issue. They now have given me an email address to send the information to, but said that it will likely take weeks for anyone to get back to me, since there is a huge backlog. Wow!

Not Verified | Shocked to see such a run down plane. With extremely poor cabin lighting. The food served was pathetic. Its perfectly fine to be proud of the national language, but with the majority of passengers being Indians, it makes sense to have a couple of cabin crew who can speak Hindi. There is an obvious language barrier resulting in frustration from both sides, although more from the cabin crew.