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 199 reviews
2/10
No Skytrax Rating
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8/10

"flight was very comfortable"

(Germany)

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.
AircraftA320
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteMilan Linate to Naples
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

“Horrible customer service”

(United States)

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!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteFlorence to Paris via Rome
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"never use this airline again"

(Switzerland)

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.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteBuenos Aires to Geneva via Rome
Date FlownJanuary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
2/10

"customer service was poor"

(United States)

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.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMiami to Rome
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

“customer service is the worst”

(United States)

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.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteLos Angeles to Venice via Rome
Date FlownMarch 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

“No response from emails”

(United States)

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.
Type Of TravellerCouple Leisure
Seat TypePremium Economy
RouteAthens to Barcelona via Rome
Date FlownSeptember 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
4/10

“I didn't accept the snack offered”

(Brazil)

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.
AircraftA320
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteParis (CDG) to Rome (FCO)
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
2/10

"my Luggage got scratched

(Switzerland)

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.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteDelhi to Zürich via Rome
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"no clear resolution or apology"

(Vietnam)

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.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteRome to Frankfurt
Date FlownFebruary 2024
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
2/10

"my checked bag was damaged"

(United States)

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.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteCatania to New York via Rome
Date FlownSeptember 2023
Seat Comfort 12345
Ground Service 12345
Value For Money 12345
no