ITA Airways

✅ Trip Verified | Worst airline ever. Their ground staff in ATH inexplicably split our booking (1 adult 2 children) and on the return sectors could not do web check in, leaving one child on a separate booking. So no web check in possible. Phoned customer service (located in Albania) and they could not rectify. Ground staff in EZE could only give seats together for first leg, we had booked 3 seats together, they messed up, no one cared. The planes had dirt on seat pockets on every sector, seats and tray tables were dirty, the food was poor quality and little on the FCO-EZE. On the EZE-FCO (night flight) the ceiling lights were left on for the last 6 hours of the flight. No child meals and no amenities for kids (though they should be provided as per booking and as advertised on their website). On the FCO-ATH they took one of our hand luggage, because GS said we had too many and the flight was full, but we had only 2 carry ons and 2 small backpacks to be placed under seat, and had boarded first! Their website is basic and pretty useless to find info about your booking.

✅ Trip Verified | We are flying out of Rome to NY to connect to LAX. We were not told about a delay until we were already at the airport with our bag checked. The airline sent us to a far corner of the terminal to get information. There was nobody there. The next gate over we asked for help, they sent us all the way back to the help desk which we'd passed already. The "help" desk told us that the flight was delayed, they couldn't do anything about it and had no answers because, get this, the flight wasn't officially delayed yet. They said come back in 30 minutes to figure it out. We asked if there were options and they said no. Never once checked flight logs, never once looked to help. We come back, they tell us the flight is delayed 3 hours and now we're going to miss our connector flight. Is there anything we can do? They shrug. We asked for an upgrade. No. We asked for a row to ourselves as my wife is pregnant and they've greatly inconvenienced us. No help. No answers. Will we make a connector in NY? Do we need a hotel now? Who knows! Certainly not the two horrible women at the "help" desk who, instead of offering any sort of assistance, scolded me for not doing more for my pregnant wife. Absolutely horrific and atrocious. Not to mention, our inbound flight was delayed due to a strike nobody told us about either so they messed up both our flights with no warning. Use ANY company besides ITA.

✅ Trip Verified | I took an ITA flight from Madrid to Tirana via Rome. I am, writing this to report the most unprofessional occurrence regarding the delayed or rather, non-delivery (arrival) of my luggage which was checked in at the Madrid airport on 1/9/2022 and upon arrival at the Tirana airport, my luggage, much to my horror and dismay, did not arrive with my flight destination being Tirana. I thus completed an irregularity report. I would point out that we arrived in Tirana in on 1/9/2022 with over a three-hours delay. The consequences were dreadful. My return flight to Madrid was on 18/9/2022. When I arrived at the airport in Rome, I had less than 90 minutes until my next flight but I decided to go to ITA´s office in spite of the limited time I had, to enquire about my missing luggage. I was told that they didn’t have any news & that it did not appear on the system! This, in spite of me being in possession of a reference. I then proceeded on my own volition toward the lost and found office at the airport where, I found my luggage without a tag. Unassisted by any staff, whom when I said that I had a connecting flight, STILL made no effort to help me. Time was running out whereby I almost lost missed my connecting flight to Madrid. This was truly disappointing, and absolutely unprofessional! In today’s world, with all ‘the state of the art’ security and technology available to you as a large ‘prestigious ´airline, it begs the question how such an organization not only completely loses or misplaces a passengers’ luggage, but worse than that, to have their staff handle it with such apathy!? Stop just for a moment if you would, to consider how you would feel if this had happened to yourself or a member of your family? I have no doubt that you would be just as, if not, more upset than I am! I went back to the airport over a period of three days but my luggage still did not reflect on the system There was also no news or indication of where my luggage was at all, and little to no effort was made by ITA airways to assist me! After three days with no luggage, I was forced to buy purchase some clothing and requisites as I had planned my itinerary to first go hiking to the north with a motorbike and then to take a cycling tour around the south. I did not have any suitable clothing to go motorbike riding, hiking or cycling. This all happened because ITA airways staff had simply not bothered to look for it or find it.

✅ Trip Verified | Having had an issue and missed the first leg of a long and expensive trip from Miami to Cagliari in business class, my entire flight including the return was cancelled without a chance of reschedule or refund of over $5000. I emphatically discourage anyone thinking to use this horrible company. I am saddened by the worsened state of the main airline of Italy.

✅ Trip Verified | Very unprofessional and unreliable airline. I called almost 2 months before my flight to get premium economy seats with leg room because my parents have trouble sitting in regular economy for long flights. The agent assured me they got me the premium seats and sent me the invoices and seat numbers. But when I arrived at the airport, after over an hour waiting in line to get my boarding pass (they don't even have kiosks), they told me that they gave my premium seats to other people and could only give me regular economy seats. They then told me they could not issue a refund there and that i had to call and complain to the airline to get a refund for the premium seats I paid for. I will never fly with this airline again and advise others not to either. You can never be sure that you will get the seats you pay for.

✅ Trip Verified | Athens to Rome. Awful behaviour from the cabin crew. Impossible to understand announcements in English. I'm 1.85m and the seat was too small even for a 2h flight. Snacks were good but the beverages less than mediocre

✅ Trip Verified | This was a really disappointing flight. The plane was extremely old and not clean. I am a huge clean freak but even this didn't disturb me as much as a remark made by one of the flight attendants. I asked her to please retrieve my carry on which was in the overhead compartment. I had my 3 year old toddler on my lap who I had been trying desperately to keep calm and sane for the duration of the flight which is why I requested assistance. If you're the parent of a baby or toddler on an 8 hour flight, you'll understand how stressful that is! Anyway, this flight attendant responded, "that's not my job." How incredibly insensitive. I've had travellers offer help just because they see me travelling alone with a young kid and it definitely wasn't their job! It truly was the worst flight I've ever taken to the states from Europe. The staff overall was mediocre in their "human contact" and the food was not edible.

Not Verified | The crew was rude, they closed all the shades on a day flight from Rome to Boston - served lunch and we never saw them again. No water to be found after they all disappeared. The seats and window plastic were broken and falling apart. Sad but true the staff, except for 2 people in business class, were rude and arrogant. They charge the most for their flights and they are the worst. I would never fly them again and have canceled my return flight because I did not feel safe on such an old plane with a disappearing wait staff. Do not even mention the food - I was deplorable. The plane was dirty and broken down inside. The chairs did not move, our movie screens were broken and well, it was horrible.

Not Verified | We flew from Catania to Paris CDG via Milan LIN on ITA Airways. While for the most part everything is still branded Alitalia, we found both of our flights perfectly nice. Check in at Catania was smooth and the agent was friendly. Note: There is not an ITA lounge in Catania which is actually a larger airport than we expected. We did use Priority Pass to enter the one lounge available. It is small and not worth the stop. However, it was a place to escape the rather crowded airport. The flight from Catania to Milan Linate left early and arrived early. Cabin Crew were friendly and attentive. Service was minimal in Business Class with just juice, water, soda offered along with a bag of sweet or salty snacks. The flight was just short of 2 hours so we were surprised that there was not a more robust service offered. Connection in Milan Linate was very easy. We had some time (about 70 minutes) and did visit the ITA Lounge. It was very nice with plenty of staff and not overcrowded. There was a full bar with all the offerings along with a nice selection of foods. Instead of self-serve food, there was an attendant that plated your requests. This was nice as to not have multiple people hovering over food and using all of the utensils, etc. Boarding for the flight from Milan Linate to Paris CDG was done effective and efficiently by bus to a remote stand. Boarding was from both the front and back of the aircraft which worked well. We left about 10 minutes early and arrived about 15 minutes early. Service on board was again very good with lunch served. A bit surprised as this flight was just short of 90 minutes. Warm panini, salad, desert, etc. along with wine. Overall, the service was very nice. No inflight entertainment or WiFi on either aircraft. Arrival in Paris CDG was easy and a short walk to baggage claim. Both bags arrived without issue and timely, just 15-20 minutes after landing. Overall, I hope ITA continues to improve where Alitalia seemed to give up. Would certainly fly them again.

✅ Trip Verified | I would urge significant caution using ITA Airways. I've flown over a hundred times without incident and every step of my first experience with them this week (forced due to a medical emergency on the part of my wife) was an unmitigated disaster. The check in agent at Palermo did not know what an indirect flight was. The attendants didn't organise people boarding, sitting or the volume of hand baggage, leading to total chaos at boarding and, ultimately, passengers still standing, holding bags and trading places as the plane taxied for take off. The attendants were still completing the safety announcement as the plane began taking off. When we arrived at Lisbon (Portugal) after our connecting flight, it became apparent my luggage had not arrived and, when I checked it with the lost luggage team, the representative told me he'd never before seen a case where a bag does not even make the first scan. They are useless in every aspect of their service.