ITA Airways

✅ Trip Verified | I started my journey with high hopes, having booked a business class ticket from Miami to Rome. However, what I encountered was utter chaos from the very beginning. Upon arriving at the airport, I learned that they had canceled my ticket simply because my dad and I share the same name despite having completely different birthdates! The staff at the counter treated us like we were the problem, displaying a level of incompetence and indifference that is truly shocking. It took over an hour of frustrating back-and-forth just to resolve this ridiculous issue. When we finally made it to the gate, they had the audacity to inform us that one of our “business class” seats didn’t even lie flat. Seriously? That’s the whole point of paying for business class! The lack of communication and professionalism was infuriating. Upon arrival in Rome for our return , I was hit with the bombshell that my return ticket was canceled—again, without a single email or notification. ITA Airways didn’t even bother to inform me! With no more business class seats available, I was left with no choice but to fly back in economy. To add insult to injury, I had to pay for seat selection, despite already dropping a significant amount of money on a business class ticket! The entire experience was a complete disaster: my food was inedible, and the flight attendants acted like I was an inconvenience. Now, I’m fighting tooth and nail to get my money back. ITA Airways has been unresponsive and dismissive throughout this entire process, leaving me feeling frustrated and undervalued as a customer. This experience has been a complete nightmare.

✅ Trip Verified | Pre booked specific seats due to medical conditions and paid for those. Upon check in - our 3 seats were given to someone else and we were given exit seats by the bathrooms towards middle of the plane. 9+ hours traffic to the bathroom where people were practically sitting in my lap, stepping on my legs, standing not in the isle but at my seat all night long. One of the bathroom doors broke - 2 crew members were fixing it for an hour while line to the bathroom got even worse. Bathrooms were dirty, smell was everywhere. Customer should not have issues especially if specific seats were chosen and paid extra TV was not working at the seats we were forced to sit.

✅ Trip Verified | On the day of my flight I checked in and I purchased 1 checked bag for my flight, because for some reason I thought checked bag meant carry-on, which cost me $160. I did not mean to add the checked bag and at this point I was already in the airport and figured the people at the bag check-in could give me a refund for my mistake. When i arrived at the check-in i informed the person that I mistakenly purchased a checked bag to which she said there would be no problem if I called ITA Airways and requested a refund. Note: I never checked in any bags since this purchase was a mistake. When i got to my gate I sat down and called ITA support. The person on the phone told me I would have to submit a ticket so I did. A few days later, while I was in Albania, they got back to my ticket request stating I needed to call for this kind of request, great now I had to wait 6 days until I could call because I didnt want to waste more money calling overseas. I got back to the states yesterday, and today I called to request my refund again. They told me no and said its against their no refund policy. I understand the no refund policy is for protecting themselves against people who want to check in a bag but decide not to last second (which is also stupid), however $160 is a lot to throw away for no reason on a mistake.

✅ Trip Verified | This is one of the worst airlines. I purchased premium economy figuring that the extra $800 one way was not worth the cost. It probably would not have been given this review. I did try to upgrade to business class but my 650 euro bid was not accepted for the return flight oct 5, 2024. Departed Miami to Rome, Sept 7. Had an aisle seat which is what I prefer. The recline seat was very uncomfortable as it only reclines to a point where your legs dangle with no support. In a short while this became uncomfortable for me and I needed to revert to original unreclined seat. The crew on the outbound fed up a poor actually garbage meal with a glass a wine and then disappeared. I was unable to sleep at all during this outbound flight. Was told that premium economy received the same food and service as business class. If this were true, businesses class extra cost was not worth it. The return flight Oct 5 was also bad. We apparently departed the gate about an hour late. Every flight I had been on previously the captain would advise such and usually say they would try to make up most of the delay with faster speed or tail winds. The food on the return was not fit for human consumption. They had me down for a low fat diet which was certainly incorrect. They would up giving me what they said was a goulash meal. I could not even chew the meat.4 There was a piece of tubular intestine about an 1" long in this mess. This was garbage food perhaps fit for a dog. It took about 11 hours from Rome to Miami. Way too long. I think this cheap company was cruising at a very low speed to save fuel. When we finallly landed it took about 30 minutes for the jetway to attach to the plane door so we could finally disembark the plane. This is a bad company providing bad service and horrible food. I will never fly them again unless I have absolutely no choice.

Not Verified | I checked in at Rome FCO airport, attendant was not attentive I ended up checking in an additional bag besides the free bag allowed which was carryon size. She asked for my credit card which I provided and knew there would be an additional charge of $75-$85. I was charged 220 euros which is approximately $243 US dollars once returning home, I called the airline customer service with no resolution, the first rep put me on hold to look into my situation and just transferred me to the customer service survey which I rated the lowest due to no help or resolution. The second rep was still of no help and told me I needed to file a claim for this outrageous charge for one bag, now it is a waiting game and will be calling my credit card to dispute this insane charge. Looking at their website the amount I was charged was for people whim check 3-6 bags. If this is not resolved I will not be flying this airline in the future. There is no point of this airline having customer service as they do not assist or resolve issues.

✅ Trip Verified |   The first leg of the flight, from Rome to JFK, went well. But ITA Airways failed to schedule enough time to go through the process of clearing customs, collecting bags, getting to another terminal at the airport to check in bags, and get through TSA in order to make our connecting flight. Besides the time delay to get through all of that, ITA made things more difficult by using the ITA Airways letterhead on the boarding pass we were to use for our connecting flight on Delta Airlines. The TSA agent at the Delta Airlines security entry point denied us entry, saying "There are no ITA flights here!" Even though we showed him that the airline code was for Delta, but when he saw the ITA logo he would have none of it. We did attempt to exchange our ITA boarding passes for Delta passes, but by that time we were too close to boarding to be issued another boarding pass. The TSA delay wasn't the main issue, however, it was the lack of time to get through the overall process that made us miss the flight. The more frustrating part of all this are the barriers that ITA Airways puts up to prevent customers from addressing issues like this. Because if the flight that was missed was a U.S. domestic carrier (Delta), then ITA wants nothing to do with it. They say to take it up with Delta. And yet clearly, in this case Delta Airlines had nothing to do with our missing the flight -- so of course they would say that this wasn't their problem. And it's not. It's ITA's fault. But there's no way to appeal for a refund, or get any satisfaction, other than to let the flying public know to beware ITA Airways, especially if they're planning on sending you through JFK airport!

Not Verified | This is THE worst company that I have seen. 1) first the flight was delayed nearly two hours. 2) we missed the connection flight. 3) they did not let us check in online, so we were about to miss the second connection flight (scheduled at a later time) 4) Of course they lost our baggage. 5) on our way to Rome, they CANCELED our return flight. We will miss the wedding of our best friend. The staff is incredibly rude, not helpful at all. DO NOT choose this company for your travels in Italy.

Not Verified | If this keeps one person from using the airline it is worth it. Slow, late flights, rude customer service. It was not a language barrier they were this way to everyone. Like you were bothering them that they had to assist you.

✅ Trip Verified | Our baggage was delayed 3 days and ITA Airways said they would reimburse clothes/toiletries purchased during that period. In fact they are required to do so by international law (Montreal Convention) and European regulation. 8 months later I still have no resolution. NEVER count on ITA Airways to do the right thing…even if they said would and are required by law.

✅ Trip Verified | I my wife and 6 year old son spent over $ 6,144 For return flight to Europe from Toronto Pearson airport. Our flight out was fine. Our return flight was a nightmare. The plane was outdated and our seats were next to washrooms which made me and my son sick (we couldn't check in online so we had to go at the airport to do it). Our food was inedible. Seats were tight. When we arrived, after picking up my checked in luggages, I realized that 1 of the luggages had a broken wheel and the other one had a dent. When trying to make a claim the representative of ITA Airways and the manager said that they could not give me a P.I.R code so I could make a claim online. When I asked to talk to someone else, he said I'm the manager of ITA in Toronto.