ITA Airways

✅ Trip Verified | The flight attendant working on the section where I was seated, during snack service, while distributing crackers and napkins, she sneezed, covering her nose with her hand. She didn't clean her hands, didn't put on gloves, and continue distributing snacks and napkins (!) with her bare hands she had sneezed on. On that flight I didn't accept the snack offered.

✅ Trip Verified | The staff at Delhi airport were rude and my Luggage got scratched and one wheel was broken. Will never travel again with this flight.

✅ Trip Verified | I took Flight AZ404 from Rome to Frankfurt, scheduled from 3:00 pm to 5:00 pm. Upon reaching the baggage claim, I was shocked to find one of my checked bags missing. I went to the Lost and Found counter at Frankfurt Airport to report the incident, but there were no ITA Airways or ABS representatives present. I spent three frustrating hours searching for help at the airport to no avail. Subsequently, I filled out a lost luggage report on the Frankfurt Airport website. On the morning of February 19, 2024, I returned to the airport hoping to find my luggage. It wasn't until 1:30 pm that I finally located an ABS staff member to complete the Property Irregularity Report. The staff member assured me that my luggage was in Rome and would be transferred to Frankfurt for me on the next day (February 20, 2024). I also emphasized that I was a tourist and would only be in Germany until February 21, 2024, so I needed to find my luggage soon to catch my flight back to Vietnam. The staff member affirmed that I could receive it promptly. On the evening of February 20, 2024, my luggage was still not received as promised, so I filled in information about the items in my luggage and sent it by email. However, I received no response. When I checked Worldtracker for information about my luggage, the status only said, "Tracing continues. Please check back later," with no new updates. On the morning of February 21, 2024, I went to the airport to return to Vietnam and inquired with the ABS staff from the previous day. The staff member, after leading me around the airport in search of my luggage, then told me, "Your luggage is not here; I don't know where it is. You need to wait" This response was completely different from what he had said on February 19, leaving me confused about the actual status and location of my luggage. Upon returning home, I continued to send daily emails in the hope of getting support, but all I received were auto-reply emails with no feedback. Nevertheless, I had to cancel my planned itinerary and reschedule my return to Vietnam in order to stay in Frankfurt to address the situation. Originally, my flight back to Vietnam was scheduled for the 19th February. However, I had to change it to the 21st February to search for my luggage. Unfortunately, I still haven't received any information about my case from ABS and ITA Airways. Today, February 23, 2024, I decided to call the hotline of ITA Airways (international number) and received very irresponsible answers like, "We are not Lost and Found; if you want, go to Lost and Found to inquire" (I mentioned that I am in Vietnam and cannot go to Lost and Found in Rome or Frankfurt), "We have checked, and your luggage has not been found; you have to wait." When I asked how long I had to wait and what would happen if my luggage was lost, they replied, "I do not know." My lost luggage contains all my essential personal items, and its absence significantly disrupts my daily life. I am deeply disappointed in the customer service provided by ITA Airways and ABS, as no clear resolution or apology has been offered.

✅ Trip Verified | I paid for extra legroom but they changed the type of aircraft on my outgoing leg from NYC to Rome and I ended up in a window seat with a chair that had a broken spring. On my return from Rome to NYC, my checked bag was damaged when the zipper was pulled off the large outer compartment section and contents were lost. ITA has not responded to emails with documentation of my ticket and my baggage property irregularity report. Because they did not respond within the 21 day period, my attempts at continued follow-up have been ignored.

Not Verified | ITA Airways lost my luggage in route to Rome. I get that this sort of thing happens once in a while, but they took a very long time to get it back to me. I was forced to buy new clothes while on my trip, which is fine if they were to reimburse me, but they haven't. I have called and emailed them numerous times and they have not gotten back to me at all. It is very disappointing.

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.