ITA Airways

Not Verified | Do not book with this airline. My flight booked for August 2023 was cancelled by ITA in April. Their offer was to reschedule me to an earlier flight which I could not make. I requested a refund and was told in May that I would receive a refund in 30 days. When no refund arrived, I telephoned again and was told that refunds are issued in 30-90 days. After more than 90 days, with still no refund, I telephone again and an Albanian call centre claimed the refund was approved on May 12 and I was told to make an email complaint. I sent copies of documentation and ITA issued a complaint number. After four weeks since my submission, they have still not responded to my complaint. From a previous review, this would seem to be a common practice by ITA to cancel flights and keep the money. Do not book this airline.

Not Verified |   By far this was the worst and most costly airline I have ever flown. Before boarding we were told that my daughters seat was broken (in business class), and that they were attempting to repair it. We were also told that she would receive a refund for any inconvenience she experience. We boarded the plane to find the sit fixed in an upright position, with the attendants seemingly not aware there was an issue. When one of the male attendants attempted to adjust the seat, he could not, and so he called another attendant. They manually had to put the seat in position for take off, and again we were told that my daughter would receive a refund due to the inconvenience she experienced. Once we were in the air, she was unable to put her seat in a recline position, and they again had to manually position it, each time she was out of her seat she was not secured in her seat belt, and so her safety was at risk. Since this was an overnight flight, the business class seat should have reclined to a bed, and of course it did not, again it took the attendants several minutes to manually put it in recline, again she was out of her seat belt. In the morning after being awakened, the seat again would not go to upright position, necessitating a 30 minute wait for this to be corrected, and my daughter sitting on a reclining seat without the seatbelt on. These problems in addition to a staff that clearly was unhappy and who therefore provide minimal service, none with a smile or customer service attitude, cold food, thrust in front of us, and no extra amenities offered to ensure our comfort. Her seat cost $2,000. The safety issues cause by her not being belted, the poor attitude of the staff, the amenities, or lack of them and now three weeks later the failure by ITA to respond to our request for the refund we were promised, demonstrates why this company is doing so poorly, and why one experienced most would never use them again.

Not Verified | I cannot pass the opportunity to thank one of your employees. We were greeted at the Miami ITA ticket counter by Carolina. She had a big smile, and was professional and friendly. She made our experience there very pleasant. This was our first time encountering someone so positive and wonderful at an airport. She took the time to give us tips on what to do on Rome and know a little about all the members of our party. A very nice way to start our vacation.

Not Verified | Flight cancelled the night before departure with a supposed replacement the following day. Would have lost my transfers / accomodation / connections as a result. Had to book on another airline Air France - excellent, and tried to contact ITA to refund as they cancelled the flight. Have had no reply from them for a month and have a completely head in the sand tactic to avoid reimbursing for a service they didn't supply. Honestly, avoid this airline and save yourself a lot of frustration. Absolute rip-off

✅ Trip Verified | Toilets on board out of order, rude hostesses, call centre not responding, dirty seats and the icing on the cake, by "vegan meal" in 2023 in Italy they mean a micro sandwich with a lettuce leaf. A shame! On my flight there were several tourists with this shameful meal.

✅ Trip Verified | Never again. They cancelled my flight without notifying me, and stuffed everyone into one plane. The whole operation is worthless and demeaning. Never flying ITA airways again.

Not Verified | This is the worst airline I have used. The flight was late which is usually understandable for various reasons however, this is just poor organization and coordination. Because we were late we missed our connections. And are now delayed two days because ITA rebooked on another ITA flight which was also late. The planes are awful - they get a 1 or less rating. The customer service at the gates, on the planes and in ticketing were awesome - these people will likely look for other jobs because they have to put up with to much because of poor management.

✅ Trip Verified | I took a quick flight from Palermo to Milan. I paid for checked luggage. My luggage unfortunately didn’t make it to Milan. I told the ITA representative at the airport I was flying home in the morning back to America. My luggage never showed up. I was given a PIR form. I emailed several times and have only been given case numbers but not one representative has actual follows up with me. It was been 21 days now. I've also called the numbers on the PIR form and from Italy website. I get “keep emailing.” “We don’t deal with that but can’t tell you who does.” Now the airline is ghosted me. I feel like an ITA stole my suitcase and isn’t taking responsibility when I paid to have it checked. Iv spent hundreds of dollars trying to replace things that were in there

✅ Trip Verified | I arrived to JFK August 23 from Rome and didn’t find one of my luggages, and I have so many important things in this luggage. I reported this right way and it’s been almost a month now and still no response. I email them every day and still no response.

Not Verified | The worst airline ever! I purchased two tickets from JFK to Rome. The tickets included two checked-in bags. When I got to the airport all of a sudden two checked bags were not included. The ITA staff at JFK are so rude, it is unbelievable. I called ITA customer service so many times and was told there is nothing to do, you cannot speak to anyone, and it doesn't matter what you say I have to deal with it! I have never experienced such poor customer service in my life. To be told to deal with it. I will never fly ITA again and be sure to spread the word.