ITA Airways

Not Verified | I have been travelling for over 50 years and can honestly say this is definitely the worst airline I have ever come across. My bag did not arrive and no attempt was made to locate it. Call centre in Albania is appalling, it makes no difference what language option you choose they are unhelpful and completely useless. On two occasions they took my number and promised to call back, but they never do. Reading other reviews it’s also obvious their baggage handling companies are also useless.

✅ Trip Verified | I flew ITA Airways and my checked bag never made it. The only phone number for US citizens to call re-routes through Albania and after literal two-hour waits on hold, all they offer is to email the complaints department. ITA doesn't even have a baggage office in the US! I have a claim ticket and even a code that my bag is stuck in Roma but have no way to retrieve it and no one at ITA Air to talk to about it! Airlines with respect and professionalism would contact you and assure you it will be on the next flight but ITA Airways just passes the buck, call the only number and be told the only thing you can do is email complaints. Email complaints and they do nothing. No baggage office for ITA Air at the airport so they say you have to check your airport's lost and found but lost and found says that's only for when people are departing and accidentally lose something; not for incompetent airlines who can't reliably get checked bags safely to their final destination. It's coming on two months now.

Not Verified | It’s been a nightmare honestly. I was treated badly on board and my flight were delayed and my bags were lost. Not much to say apart from I’ll never set foot on an ITA Airways flight again and I would not recommend it.

✅ Trip Verified | Our luggage was lost during our trip to Italy by ITA airways. We had to pick the bags up from Rome Airport two days later costing over $100 round trip in cab as they could not deliver. We were without any clothes or toiletries for that time and had to purchase items to get by. We were advised but ITA to save receipts and submit for reimbursement upon being back home. Our trip in Italy was 3 weeks long. When we returned I spent time on the phone trying to get our reimbursement started which took time as their customer service is very poor. Once I finally got their claims email they replied back stating we broke the 30 day claim window. They said there is nothing we can do. The plane was also old, not very clean, and the amenities were reminiscent of the 90's.

Not Verified | ITA airways is a joke! They lost our baggage due to pure negligence but are taking no responsibility. There is no structure in place or process in place for you as a customer to be able to communicate with anyone or rely on anyone to follow up your case. The one number we were given is just a call center for reservations and have no power to do anything. All they do is check out a website called world tracer which we have access to anyways - I don’t need them to do that. They are not following up on the actual case or looking for my bag. They gave me a bunch of emails to send emails to but surprise surprise - no one is responding to my emails. Not their complaints email, not the ‘bif@ita-airways’ and not the compensation ‘reclami@ita-airways’ email. Nothing. Zero support zero customer service - and when I call it’s zero compassion- as if I am burdening with my call for my bag that they lost. I explained that this bag has everything I packed for the holiday all of our clothes all our toiletries and all of our medicine. Even if the issue is with the airport - the least I expect is for the airline to follow up on my behalf. But no they gave me the number of their baggage handling partner so I can chase them myself. Why should I contact your partners? And when I did call they DONT answer. No one answers! Absolute joke and disaster of an airline.

✅ Trip Verified | Terrible. They lost my husband’s luggage and have not even bothered to update our location address. We email - they do not reply. We call - they either change up after waiting 1-2 hours on hold, or, they say that it’s the wrong number. We have been given 15 different numbers, no one helps. Over 500 pieces of luggage lost and sitting there at Naples airport, but ITA Airways were chilling and laughing behind the counter. They also said if they find it they have to open it to confirm it’s ours - what century do we live in? We have our tags on there, they have the flight codes and stickers on there. Lies. How terrible! They also did not allow us to sit together. They were running almost 2 hours late with departure due to lack of time to put luggage on board. I saw my husbands baggage on the floor outside and when speaking to a staff member, they laughed and said don’t worry it will come on board. Clearly not. Just terrible service unfortunately.

✅ 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.