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.

✅ Trip Verified | This was the absolute worst airline I have ever flown! Both times the flights were 1+ hours late with no explanation or communication. We sat in business class and I was treated very poorly. I wanted to close my window shade because it was so hot and the steward yelled at me that the sun would move, which it didn't. There were many open seats and since the fasten seat belt sign never went off, I was not allowed to move. Another attendant yelled at me because I put my foot against the front wall since we were in first row. When we deplaned and had to take the bus one of the flight attendants made a comment under his breath and when I said excuse me I didn't hear you he just laughed and shook his head. We flew roundtrip Rome to Polermo. I will never fly this airline again.

✅ Trip Verified | When dropping off the suitcase at Heathrow, I was told that I also had to check in our two hand luggage trolleys (which are within the dimensions allowed by ITA, as stated on their website) because the plane was 'full'. When I asked if we could keep them with us as I was worried that they wouldn't make it on the next plane, given there was 1 hour transit time, I was told that was impossible and therefore had to open everything up to take out as many valuables as possible and further hold up the already slow-moving queue. What is particularly frustrating is that normally, if hand luggage needs to be checked in, airlines put a member of staff going down the queue to tell people before they get to the front, so that people aren't held up and those who need to take things out of their hand luggage can do so in less of a panic. The plane was delayed and there was general confusion at the gate about the reason. The aircraft had been changed and it had thrown out all the seat numbers. While I totally understand this is normal, and it has happened to me several times before with various airlines, again the communication was pretty poor - this could have been announced or better still, communicated through a notification on the app. On board, I immediately bought unlimited Wifi only to find out that it didn't work on either of my devices. When I asked, a member of the cabin crew told me that they were offering 30 mins free wifi anyway and there was nothing they could do because "it was working for someone else further down the plane". 10 USD completely wasted. We had to run to get our connecting flight and would have appreciated more guidance about where to go. Due to passport control not letting us pass earlier when we said we had a transit and only letting us pass when they were announcing our names in a final call, when we finally got to the gate, it was closed. Thankfully, the staff member on the gate, seeing the state we were in when we got there, showed pity and got us on the plane. 1 hour is not sufficient when buses from planes and passport queues in transit areas are understaffed and the gate for plane 2 is so far from the gate for plane 1. Only one of the three checked-in bags arrived. I was told to return, at my own expense, the following day to collect the missing bags. I did, but the office closes at 5pm. So again, at my expense, I had to return the day after only to find that the combination lock unit on one of the cases had been damaged and there was a hole in the side of my case. The assistant refused to give me a compensation form because "damage involving locks isn't covered" and told me to write to a complaints address for ITA. I wrote to the address, including photos of the suitcase and a list of everything that had gone wrong. No reply. I emailed again a month later. No reply. Until finally, almost 3 months later they replied to say they wouldn't pay anything because didn't get a property irregularity form before leaving the airport. What was I supposed to do? Put a gun to the head of the assistant who refused to give me one? No compensation for time wasted, petrol to keep returning to the airport to get my missing cases, and no compensation for money wasted on wifi that didn't work. Absolutely appalling service considering the price paid for the tickets. Do yourself a favour and fly low-cost - the service is the same, if not better. The only positive - some of the cabin crew are lovely.

✅ Trip Verified | The flight was very comfortable, in a well designed cabin with a lovely and efficient crew. On this domestic one hour morning flight coffee and soft drinks were offered, which definitely is far more what many big European Airlines offer, even on longer European routes. Finally, we left five minutes early and arrived 10 minutes ahead schedule.

Not Verified | Horrible customer service. They cancelled my FLR-FCO flight which I needed as a connector to CDG due to "weather" (it was not raining or even windy). When I asked for a refund, they refused to compensate me for the cancelled flight because they claimed their offered bus ride to Rome was sufficient (I needed to get to Paris, not Rome). This airline stole my money and did not provide the service promised. Never EVER fly with them. They are just awful!

Not Verified | I was travelling long distance with a baby and confirmed with the airline the booking of a baby bassinet the day before the flight. While checking in they told me it was overbooked and there was nothing that could be done. I was advised to call customer service who refused to either cooperate or let me speak to a supervisor so I emailed customer service who replied to me today, 3.5 months later and got my gender and name wrong. The inbound flight was on a plane which hadn’t been renovated, where two of the toilets were broken and which still had ashtrays, it was like time travel. I will never use this airline again.

✅ Trip Verified | Very frustrated with having purchased seats with extra room and having them changed to worse seats prior to the flight. Additionally on one leg of the flight me and one other passengers television did not work. Overall customer service was poor. Difficult to get an extra snack. Felt like I was taken advantage and treated differently because I was an American. The lady next to me was Italian and when asking for snacks they brought her 5, when I asked they said no. They did not accommodate for my television and were overall rude. Additionally I paid $30 for internet that was awful.

✅ Trip Verified | Over my many years of travel, I have never experienced an airline of such poor quality. The customer service is the worst I have experienced in an airline. The policies are created to take advantage of customers and unfair to the point of manipulation. The agents are located in Albania and have no interest in helping travelers properly. The flight was the most basic I’ve ever experienced and mediocre. The food was the worst airline food I’ve tasted. My advice to the reader is stay away from ITA, even if you need to spend more at a different airline. Also, the movie selection sucks.

✅ Trip Verified | We flew one way from Athens to Barcelona. The flight attendants were rude and did not appear to want to work. My new suitcase zipper was ripped apart when I picked up my luggage and my husband had to Jerry-rig it together to hold until we got to our hotel. We were traveling with a group so I didn’t have time to find the ITA office. I immediately submitted a email to their customer service email with pictures ([email protected]). I could not locate an actual report form on their site and requested 2 times to have one sent to me. I received an auto reply that they received my email and were working on my case. Since September, I have emailed and called numerous times for an update to resolution. No response from emails. I have been on hold for over 30 minutes before a customer service representative answered, only to be told either someone was working on it, or being hung up/ disconnected from the call. I would not recommend this airline for any travel and I see they have started US- Europe flights.