ITA Airways

Customer Reviews

No Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 207 reviews
2/10
No Skytrax Rating
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1/10

“I'll never fly with ITA Airways again”

(Greece)

Not Verified | Lost the connecting flight for 1 minute due to 1 hour delay at the departing airport. Both flights by ITA airlines. The Brussels-Rome flight was delayed for a little over an hour due to traffic and while in flight, the cabin crew mentioned the flight Rome-Athens was gonna wait for us since it was the last flight of the day and they almost always wait in such cases. They also reassured every other passenger who had a connecting flight that they were gonna catch their flight. We sprinted all the way from one side of the airport to the other, regardless what we were told by the cabin crew. The staff at the gate closed the door towards the plane right in front of my face without saying a word. After confronting them, telling them that the attendant said this flight would wait, the one was sorry we missed our flight and the other was being ironic, rude and told me to go to the ITA airways desk and ask for compensation only after I asked for it. They, in fact, didn't wait a second more than the expected departure time - the boarding ended at :40 and it was :41 when we arrived at the gate. I should also mention that while flying from Rome to Brussels with the same airline, the cabin crew informed us that the plane will wait for a family from another flight, it was not even the last flight, it was early in the morning. How could they wait for other people for more than 20 minutes in a morning flight but couldn't wait for about 2 minutes for us to catch the last flight? After waiting a long queue, the staff at the ITA desk told us to go to another desk, didn't give us clear instructions on where to go other than "downstairs, right below here" which resulted in about an hour of running in the FCO trying to find the ITA desk. Asking politely two ITA staff members for instructions at an empty gate, who were chatting and laughing at each other, was no use, since they immediately yelled at us in a very rude manner and pointed their finger to the desk we just left, not listening to our question. A person from the airport staff helped us find the desk, he could speak English fluently - unlike any person from ITA we encountered - and could give us clear directions. Eventually we reached the desk, the staff there were polite and understanding, they immediately gave us new tickets, hotel room and taxi. The next day, the flight was delayed for about 45 minutes because the flight crew arrived late. Unacceptable for a flight crew to be this late. A bad airline overall, most of the staff encountered were rude, misinforming and can't speak English well. From the ironic looks and giggles at the ITA's Piazza di Spagna lounge desk before they saw the business class J tickets, to the flight attendants being ironic and not being able to communicate effectively while serving food and drinks. The other person I was flying with had a very serious allergy to some foods and the attendant didn't really want to cooperate and was being rude to her as she was trying to explain she had allergies. Really sorry for the very few kind and understanding people of ITA we encountered for working at such an airline. Needless to say, I'll never fly with ITA Airways again and even if I got a refund the entire ticket price, can't make up for the whole emotional and physical journey or the lost day in the hotel.
AircraftA320neo
Type Of TravellerBusiness
Seat TypeBusiness Class
RouteBrussels to Athens via Rome
Date FlownJuly 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"connecting flight will wait"

(Greece)

Trip Verified | Flight delay on departure. Aviation personnel said lies that the connecting flight will wait the arrival of the delayed flight. Arrive Rome and still aviation personnel insist that we can catch the flight although it is a lie.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteGenoa to Rome
Date FlownJuly 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Stranded in Delhi by Delta & Expedia"

(Canada)

Trip Verified | Stranded in Delhi by Delta & Expedia. Reported case to Delta, ITA & Expedia but constantly bounced around. All blame each other! Denied refund for upgrade & no rebooking/support. Was visiting for my father's death anniversary. Social anxiety worsened: Made to wait in airport on trolley calling Delta/ITA/Expedia while condition worsened. Airline refused water for medication. Kind airport employee finally got me water so I could take meds. No follow up from airlines despite complaint. ITA has marked the complaint as completed while I am still stranded in Delhi.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteDelhi to an Francisco via Rome
Date FlownJune 2024
Ground Service 12345
Value For Money 12345
no
1/10

"said we were on standby"

(United States)

Trip Verified | I booked two business class tickets for my wife and I, and when we arrived at the check encounter they told us that they had overbooked business and were downgrading one of us to premium economy. On the way back they did the same thing but instead of going straight to downgrade they said we were on standby and I had to fight with them for an hour to get one business class ticket and one ticket downgraded. Overall you pay big money for business class ticket and you're not guaranteed to get it stay away.
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteRome to Tel Aviv
Date FlownJuly 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

“Do not check a bag!”

(United States)

Trip Verified | A newer plane from Palermo to Rome was nice. The older plane from Rome to Florence was standard old plane. However, about 1/3 of the passengers on the flight from time to Florence had their baggage lost. It has been almost a week and no update from the airline. Ok if traveling light. Do not check a bag!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RoutePalermo to Florence via Rome
Date FlownJuly 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

“Avoid using this company”

(United States)

Trip Verified | In July '23 we left Minneapolis for Amsterdam and subsequently boarded the flight to Rome Fiumicino. On 24 July 2023 we were denied boarding on the Rome Fiumicino - Cagliari flight because once we arrived at the gate we were informed of the overbooking. We were waitlisted for 3 more subsequent flights but were still denied to onboard. Finally we arrived in Cagliari after midnight. This delay caused, in addition to extreme inconvenience for an international trip that lasted at least 6 hours longer, the loss of the possibility of getting the rental car and therefore going to the booked hotel. To overcome this inconvenience we had to stay in an expensive hotel at the airport while waiting to be able to collect the car the next morning. We contested the incident and they responded to us after 8 months offering a refund. Another 4 months have passed and we still haven't received any news. Avoid using this company!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteMinneapolis to Cagliari via Rome
Date FlownAugust 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"boarding was disorganized"

(Canada)

Trip Verified | ITA Airways is one of the worst airlines I have flown. Our flight from Catania to Rome was delayed so we missed our connection to Toronto. The staff were very rude and reluctant to help. We were supposed to fly Air Canada back to Toronto but ITA airways rebooked us on an ITA Airways flight the next day. They didn't give us any other option of flight (there was an AC flight leaving at the same time) and basically told us take it or leave it. Eventually they put us up in the cheapest, seediest hotel in Rome and a meal credit for the hotel that provided us with a barely edible meal. When it came time to board, we had to stand on a bus (which sat on the tarmac for 20 minutes before taking us to the plane). The boarding was disorganized and the plane was old, narrow seats, charger didn't work, TV system that looked like it was from the early 2000s.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteCatania to Toronto via Rome
Date FlownJuly 2024
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
10/10

"The crew were exceptional"

(France)

Trip Verified | Check in guy really laid back and allowed us to take our luggage on board. Boarding easy. Big disappointment that they changed our plane from the 320neo to the 320 at the last moment. The food served was not really edible. 3 small dry rolls with undefined filling and a pickled vegetable starter. The crew were exceptional. We had a medical emergency mid air but the crew dealt with it calmly and radioed ahead that an ambulance and medical staff were needed for a women who had taken ill. Bravo to them which is why I am giving them an overall 10.
AircraftAirbus 320
Type Of TravellerCouple Leisure
Seat TypeBusiness Class
RouteParis to Rome
Date FlownJune 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
6/10

“All in all not so bad”

(Italy)

Not Verified | Departure delayed 45 minutes due to the air traffic. A320 fifteen years old but in good conditions. Good legroom, crew not so friendly. They served light beverage. Just one hour flight. All in all not so bad.
AircraftA320
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteCagliari to Milan Linate
Date FlownJune 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"we were all seated separately"

(United States)

Trip Verified | When booking these flights, we paid additional fees to be able to choose/reserve our seats. However, upon arrival at the gate for our flights, we were told that the airplane had changed, that consequently our seats were changed and we were all seated separately. As we were traveling with two minor children (ages 4 and 1) it would have been impossible to seat the children by themselves. A few passengers on the plane kindly changed seats with us to ensure we had 3 (out of 4) seats together, meaning we had to forfeit the fourth seat we had paid for for my youngest child, who ended up using a lap belt (which we were not supposed to do anyway, because we originally reserved those seats). It is unacceptable that I was made to pay a extra fees for seat selections which were never brought to fruition and that I was forced to forfeit one of my paid seats as a result. Additionally, the aircraft we boarded was extremely dirty with crumbs and used tissues and the screen at my disposal was broken. It is unacceptable to have such a low level of hygiene. Customer service stopped replying to our emails, after mentioning "We provided an alternative solution".
AircraftA359 / A321
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteNew York to Bari via Rome
Date FlownJuly 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no