ITA Airways

Not Verified | The airline also claimed to have had no record of the fact that I paid for checked bags when I originally made my reservation. I actually made reservations for three passengers on the same reservation and for two they claimed no checked bags were purchased. This was mysterious to me. It didn’t make any sense that they could see one checked bag for one passenger, but not the other two. I was told that possibly it was a computer glitch. I didn’t have my itemized receipt with me and actually questioned whether or not I made the reservation correctly. As a result, I was forced to pay $140 for each bag which is the fee for same day checked bag service. It was either pay the $280 or leave bags in Boston while I flew to Rome. Once I was able to research, I obtained the itemized receipts which clearly showed I paid $70 (this was the fee when making the reservation in advance) for each checked bag. I submitted a complaint on September 7 and as of October 28, I have received no response despite multiple follow ups. The customer service team claims there is no possible way to contact the complaints department directly. Avoid this airline.

Not Verified | We were issued boarding passes. We did not know that we were responsible for monitoring the flight status board. We were informed that our flight involved getting on a bus to be dropped off at the aircraft. There were 4 gates in the entire airport we could have gone. If they would have informed us of this, things would have gone without incident. We waited in the large seating area with a baby Grand piano. We waited and waited. They called our names on the PA, but their English was broken. 30 minutes before our flight, we looked at the board. Our plane was finished boarding 5 minutes before we arrived. The agents stated our flight was gone and that we needed to buy new tickets. They wanted another $700 for a flight leaving the next morning to Zurich. Never again. Do not fly or book with ITA.

Not Verified | I flew my family roundtrip from Miami to Rome on ITA airline a couple of weeks ago and cannot fully express just how poor the experience was. The planes, both to and from Rome, were absolutely filthy, The seats were stained, dirty, worn, and broken. The cushions are so worn it was like sitting on a concrete bench for 10 hours. Seat cushions were separated from their backing, curtains separating business class were hanging only by a few eyelets, again shockingly dirty and stained. The food was of such poor quality we chose not to eat it. The deciding factor was the salami slices with cheese cubes that were visibly old (not aged) as if left in a hot environment for a day. I attempted to watch a movie on the entertainment center but the sound quality was so poor the dialog was unintelligible, this occurred on both flights and with all four members of my family. The only time I was a flight attendant was during the meal service or when they passed out cups of water. When you land in Rome, you exit the plane onto the tarmac in a corner of the airport, Shuttles commute to the terminal. Some folks had difficultly climbing down the steps with their carry-ons and of course there was a mad rush to be first on the shuttle. Half my party was schedule to fly home after a week, ITA notified us of an hour and a half delay a couple of days in advance. However my party was still going through security in Boston as their connecting flight (booked as a single ticket through ITA) left without them. I called ITA but they were of no assistance saying they weren't responsible and pointing the finger at their partner (Delta) and Delta pointed their finger at ITA. Meanwhile, I (still in Rome) had to scramble to find a hotel ($440 for a comfort Inn near Logan) for the night, without luggage, so they could be put on a flight the next morning, all the while concerned about them being in a strange city without me. The only reason I chose ITA was their direct flight from Miami. In hindsight, I would look for another airline and happily wait through a layover. This was my first and last experience with ITA. I don't recommend them.

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.