ITA Airways

✅ Trip Verified | This poor review is to be shared with their poor agency Trip.com but ITA Airways deserves this feedback due to their lack of customer support. We requested a refund for our flights as my partner was hospitalised and we were unable to make the trip to Europe at all. Naturally, I logged my flight cancellation case with Trip.com and after fulfilling a tall request of medical certificates and 10 days of waiting they told us that refunds due to medical reasons are not possible based on the airline's policy. Yet when I contacted ITA Airways they conveniently said the decision lies within Trip.com. When I confronted them, they both unempathetically rejected our cancellation request without legitimate reasons. ITA Airways closed my case without responding to my question on refunds policies - despite the official medical certificates issued, stamped, and signed by the public hospital and GPs, which they requested in the beginning. Trip.com also refused to waive the change fees and even when I decided to change the ticket, they did the most minimum effort to help with the details of my change, i.e. baggage, etc. Air Europa, Vueling, and even budget airlines assist me with at least a token of appreciation of my trust, some waived me fees, check my insurance, give me advice on how to get my money back and ITA Airways is not even a budget airline! It is Italy's national airline, the flag carrier of Italy as Wikipedia says but it fails to represent the great nation that international travellers are always eager to visit. Unbelievably selfish and regressive in today's business, leaving the future world nothing but literally ruins to see. Within the 19 days of our visit to Europe, I planned to spend 12 days in Italy. In my new itinerary, I plan to see Italy for 4 days.

✅ Trip Verified | By far the worst airline ever. They changed both flights with more than 10 hours without informing us. The contact center was unfriendly and useless. They change your seat, after check in, even if you paid for it, from extra leg space to no extra leg space. Suddenly we didn’t sit next to each other. Paying for the seats was hell on itself, with a horrible site which errors all the time on the weirdest places. You can pay for ideal, but afterwards that’s suddenly not allowed. The return flight they changed my seat to again a space without extra leg space not next to my partner. I called 4 times about it. They said they will fix it but they didn’t. The leg space was horrible, I had pain in my legs the whole flight and we also were snatched at bu the cabin crew to put coat and small backpack under our seat. Even though there was no room for it and we had no trolleys. The airplanes were old, not clean and the staff on board and contact center were unfriendly. And we had one hour delay on both flights without any information. We thought we booked with a respectable airline.

Not Verified | I had to take this flight as an Emergency replacement flight, was expensive €504 one way Milan to London. The plane was basic, interior from 1970's, seat was uncomfortable and small. Ticket said Air Italia however the plane we boarded said German Airlines? I am 6ft 6 and had to be jammed against the window as suitcases were were put in extra seat, no effort was made to assist me despite asking and the cabin crew were not that helpful or engaging.

✅ Trip Verified | They are rude, boarded late, pushed late and gave an overall terrible experience. We have been waiting 2 hours for our bags now and keep telling us it will be another 10 minutes. I would never fly on them again.

✅ Trip Verified | They changed our away and return flights without informing us, with more than ten hours. We had to contact them to change it to other times. The system to arrange your seats is horrible. Errors all the time, online check-in didn’t work for one of us, which even the contact centre isn’t able to solve. You're not allowed to pay for seats via iDeal, even that is optional on the ITA site. They change your seats all the time, the day before I checked, and suddenly it’s changed and my partner and I are not sitting next to each other even though we paid for our seats. Change is suddenly not possible anymore. On one of our return flight we had the same problem. The website gave errors. We contacted the airline three times. They promised they will arrange it and the didn’t. We flew away and return sitting apart from each other even that we paid for seats next to each other and with extra leg space. Contact centre doesn’t care at all. The worst experience ever with an airline in my life!

✅ Trip Verified | This was the first and the last time my husband and I flew with ITA. The only thank you goes to the captain and pilots for a smooth and safe flight. The rest of our experience was below lowest expectations. The flight was delayed for 1.5 hours and there was no information either on the timetable or at the gate. The crowd was just standing for all that time. The food was horrible, drinks ordered only once. The flight attendants (at least in Economy) treated people like dirt. They were inconsiderate and sometimes, rude. I had to clean filthy tables myself, etc., etc. Italy is our favorite country in the world, and it is a shame that ITA represents Italy so poorly.

✅ Trip Verified | Domestic flight was ok, only slightly delayed. International flight from Rome to Buenos Aires was some 30 minutes late. Entertainment was working perfectly, but only one recent movie was available (the same of the flight I had taken more than 20 days earlier to Rome). Staff was nice and generally willing to help. However the food was simply awful. I travelled with my wife who asked the low-salt option, so we had the opportunity to taste two different menus. Both were very poor, clearly the worst we have ever tasted on a flight, which is even more surprising given the quality of food in Italy, the country that this airlines is supposed to represent. Wifi did not work.

Not Verified | Worst airline ever! We booked through Delta Airlines (which is great) and had this partner thrust upon us. We paid for Business Class but the service provided was not even Economy level. We flew from LA to Rome and then back again. There were many flight attendants but once the meal was served and cleared away, all the flight attendants stood in the galley and weren't seen again until the next 'meal" (8 or 9 hours later). They never circulated through the cabin offering juice or water, let alone a snack. This happened on both flights. We've flown Business Class to Europe on other airlines and expected the service to be comparable to those other airlines. On the way home, we sat on the plane for over an hour past departure with no one offering an explanation or an apology. We had a connection in LA that we almost missed. The flight crew was totally unconcerned about anyone but themselves. The food was mostly inedible and they should be ashamed to call themselves Italian after the glob of dough with congealed cheese that they served as Pizza Margarita. I would rather walk to Europe than fly this airline again.

Not Verified | Worst experience ever! Poor food, worst customer care. They lost our luggage and nobody is looking for it! It is been 5 days with no response already! A real nightmare! I strongly recommend do not fly with them!

✅ Trip Verified | Cabin crew was very impolite and incompetent. I was traveling for business in a two day trip from Athens to Palermo. Returning back they no space for my luggage and they force to give to them. I explain that I have my laptop inside along many papers and I wanted to work during the flight. They didn’t care, they force me to carry my laptop without protection (no extra bag) and when I ask for their names they threaten me that I will not allowed to enter and police will take care like being a criminal. If you can avoid ITA airways pls. Do so for your own good.