ITA Airways

✅ Trip Verified | ITA Airways is one of the worst airlines I have flown. Our flight from Catania to Rome was delayed so we missed our connection to Toronto. The staff were very rude and reluctant to help. We were supposed to fly Air Canada back to Toronto but ITA airways rebooked us on an ITA Airways flight the next day. They didn't give us any other option of flight (there was an AC flight leaving at the same time) and basically told us take it or leave it. Eventually they put us up in the cheapest, seediest hotel in Rome and a meal credit for the hotel that provided us with a barely edible meal. When it came time to board, we had to stand on a bus (which sat on the tarmac for 20 minutes before taking us to the plane). The boarding was disorganized and the plane was old, narrow seats, charger didn't work, TV system that looked like it was from the early 2000s.

✅ Trip Verified | Check in guy really laid back and allowed us to take our luggage on board. Boarding easy. Big disappointment that they changed our plane from the 320neo to the 320 at the last moment. The food served was not really edible. 3 small dry rolls with undefined filling and a pickled vegetable starter. The crew were exceptional. We had a medical emergency mid air but the crew dealt with it calmly and radioed ahead that an ambulance and medical staff were needed for a women who had taken ill. Bravo to them which is why I am giving them an overall 10.

Not Verified | Departure delayed 45 minutes due to the air traffic. A320 fifteen years old but in good conditions. Good legroom, crew not so friendly. They served light beverage. Just one hour flight. All in all not so bad.

✅ Trip Verified | When booking these flights, we paid additional fees to be able to choose/reserve our seats. However, upon arrival at the gate for our flights, we were told that the airplane had changed, that consequently our seats were changed and we were all seated separately. As we were traveling with two minor children (ages 4 and 1) it would have been impossible to seat the children by themselves. A few passengers on the plane kindly changed seats with us to ensure we had 3 (out of 4) seats together, meaning we had to forfeit the fourth seat we had paid for for my youngest child, who ended up using a lap belt (which we were not supposed to do anyway, because we originally reserved those seats). It is unacceptable that I was made to pay a extra fees for seat selections which were never brought to fruition and that I was forced to forfeit one of my paid seats as a result. Additionally, the aircraft we boarded was extremely dirty with crumbs and used tissues and the screen at my disposal was broken. It is unacceptable to have such a low level of hygiene. Customer service stopped replying to our emails, after mentioning "We provided an alternative solution".

Not Verified | Both short flights were excellent, leaving on time. The cabin crew were attentive and came round with soft drinks, tea or coffee. Both planes were clean and service on ground and in air efficient and friendly. I would certainly use this airline again.

✅ Trip Verified | This is the worst flight experience I have ever had. The crew does not provide water and did not attend the call button. The aircraft was very dirty. My food was not good and they did not provide coffee for me with food even after requesting. I will again take this airline.

✅ Trip Verified | We arrive Rome Fiumicino airport 3 hours in advance for check-in. Upon approaching ITA check-in counter, we were informed that our tickets have been changed from confirm to standby because the airline overbook. We have to wait and see if any seats will be available last minute. Otherwise we will have to take the next flight. As we have a concert to attend right after landing, We need to secure a seat on that flight. Per their staff at standby counter there are couple seats left in business and we need to pay extra for it. Due to time limit, we were forced to pay an extra amount of $670 euros to get on a flight that we originally have a confirmed booking with. We call to complaint but they said there were no records of overbook and only redirect us to file a case on website with absolutely no reply.

✅ Trip Verified | Brindisi is a small with not so many customers. ITA ground staff will still ignore you when waiting in line. While we were in line the lady running the BDS-FCO flight literally walked away after helping another customer and did not address us while waiting in line. No "I need a break" or "I'll be back in 10 minutes." She simply ignored us. We are nobodies on cheap tickets, but it would be nice to be acknowledged. Maybe she had a bad day? I hope that Lufthansa can introduce warmth, hospitality, and professionalism into the Brindisi ground service operation.

Not Verified | Be prepared for all flight times to be extended by a minimum of 2 hours. I flew 4 times in a matter of a week on this airline, and somehow after boarding, we waited to take off an hour minimum after departure time. 4 times. Every single time the pilot blames Air traffic control. Twice upon landing we were stuck in the plane for a half hour to an hour because of, you guessed it, more mistakes from Air Traffic Control. While the time in the air is right, remember to take into account that you will be taking off an hour past departure time at least, and may be stuck on the plane after landing for another hour! All really great when you have a connecting flight! We were supposed to have 8 hours to make our connecting flight (a reasonably long layover) and ended up with 2 and. A half hours (enough time still) but awful. The food is also repulsive and I wouldn’t serve it to a rat in the streets. The flight crew is the one redeeming quality, but sadly not enough.

✅ Trip Verified | Both flights ZRH-FCO-ZRH were on time. Crews were top. Seats on the new A220-300 look terrific and the cabin inviting. Seats on the 12 year old A319 need to be replaced, in case that aircraft type is kept in the fleet. But seat pitch on 1A is nice and ensures relaxed travel. I was lucky to have that seat on both flights. Food in C Class was disappointing. Too much bread, too few good stuff like salad, meat, fish or seafood. (apart from the salad, the last 3 were not even served. Italy is the land of excellent food, in terms of that, ITA Airways is a real disappointment. A highlight is the Hangar Lounge in FCO, including food, drinks and excellent coffee.