ITA Airways

Customer Reviews

No Skytrax Rating
Food & Beverages 12345
Inflight Entertainment 12345
Seat Comfort 12345
Staff Service 12345
Value for Money 12345
Customer rating from 61 reviews
2/10
No Skytrax Rating
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1/10

"Appallingly bad UI/UX of the website"

(United Kingdom)

Trip Verified | Appallingly bad UI/UX of the website and the whole booking process. Barely usable on mobile, showing irrelevant information (“if you're entering the USA” - I was on a flight to Milan, ita). Email system is prehistoric. Just awful.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteLondon to Milan
Date FlownApril 2022
Ground Service 12345
Value For Money 12345
no
1/10

"Chaotic, incompetent organisation"

(Netherlands)

Trip Verified | Chaotic, incompetent organisation from start to finish. Ticketing purchase: only a single email confirmation, unable to check in online. Upon our return (Rome to Ams) one of us had been deleted from the reservation completely without any explanation. Took over 20 minutes to resolve at the check out desk. No explanation was given Boarding (Rome-Ams): passengers were asked to board but had to wait almost 40 minutes in the corridor leading to the airplane with no explanation given. Passengers included pregnant women, small children and elderly. There were no refreshments or anywhere to sit. The quality of the airplane and seats was fine but I would not recommend this airline to anyone!
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteRome to Amsterdam
Date FlownApril 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
2/10

"It’s so third rate service"

(Netherlands)

Trip Verified | After arriving comfortably in Milan, I was thoughtless to any issues upon my return to Amsterdam 2 days later. How wrong I was when my travel company called me day 2 to ask if Id cancelled my return flight as I now had no return ticket to Amsterdam. Needless to say not my doing! It appeared just my ticket cancelled for the return as flight still listed as available. That said it was not possible to rebook a ticket (I tried out of curiosity) indicating flight cancelled but without any communication from ITA Airways. Luckily it flagged with my travel company. They had tried to reach ITA Airways to clarify but nobody answered any listed phone line! My travel company was as equally annoyed. It’s so third rate service. I’ve had to buy a new ticket back on another airline. I’ve left it with my travel company to follow up with the instruction of never fly this airline again. There appear to be no guarantees that when booking a return flight with ITA Airways they will honour any the booking and moreover will tell you what they’ve done.
AircraftA320
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteAmsterdam to Milan
Date FlownMarch 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"crumbling technology"

(United Kingdom)

Trip Verified | Milan to London. Utterly pathetic website, broken technology, shambolic customer service. This is like a company trying to operate in the 21st century using a 1980s platform. The flight manifest I got emailed even has a dummy Stockholm flight on which says "PLS NOTE THIS IS NOT A FLIGHT SEGMENT - ONLY FOR TECHNICAL PURPOSES. PLS IGNORE" This was the warning sign of an airline that has crumbling technology. I've been trying to get my boarding passes for 2 hours now for a flight tomorrow. I try and log in to the website, which refuses to show me any other language than Italian. I fill in a load of unnecessary details with my home address, passport number, date of birth, etc, etc (which they already have) then find out it will only give me a boarding pass if I pay 80EUR for seat assignments. I don't want seat assignments because this is a criminal surcharge. I phoned them to explain this and find a) they are all working from home because unlike the rest of the world they have not moved on from covid, b) 4 of the 5 people I spoke to sounded like they are working on the moon so I could not communicate with them (the problem is not at my end for sure), the fifth person who did sound like they were actually working and had a decent phone connection said I should be able to download the boarding passes from the website, because my seats are assigned. This is not possible from the website (and I do know how to use an airline website), which says "seats unassigned" so they tried to email me the boarding passes. They can only issue one of five! The system does not work and I need to phone back tomorrow. This is an abbreviated summary, it really is a fiasco that I am too tired to write the full details of. What an unprofessional airline, with technology in the dark ages, they should be embarrassed.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteMilan to London
Date FlownFebruary 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"follow same bad way that Alitalia was doing"

(United Kingdom)

Trip Verified | I tried to do the check in online for my fly but this was not possible so, i call customer service and, i discover that my flight was first changed for previous day then that fly was cancelled. ITA never inform me and my travel agency about flight changes and cancellation. I asked operator to re-route my fly with other airline but operator say that she was not allowed to do this then she say that was possible to fly from Cairo to Rome but for next fly from Rome to Trieste, the same was for next day and that hotel cost at Rome was at my charge because ITA company policy is not to pay hotel even when they are at fault. I have informed the operator that ITA is an European company and should follow the passenger right rules but obviously she cannot do nothing. ITA show an extreme bad attitude that follow same bad way that Alitalia was doing without care about passenger. Really disgusting service. Finally I have call my travel agency to issue a new return ticket with another airline.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteCairo to Trieste via Rome
Date FlownFebruary 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"ITA Airways did not want to help me"

(Belgium)

Trip Verified | My direct flight from Brussels to Milan was cancelled without telling me why. ITA Airways proposed to fly from Brussels to Rome and from Rome to Milan. A trip that takes many hours. This was not acceptable, so I asked for a refund. The travel agency involved did not want to refund me fully because they wanted a "service fee" of €30. I contacted ITA Airways three times to refund me fully and directly, but ITA Airways did not want to help me. Considering the cancellation and the way in which ITA Airways communicates with me, I have decided to never fly with ITA Airways again.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteBrussels to Milan
Date FlownJanuary 2022
Value For Money 12345
no
8/10

"Staff was professional"

(United States)

Trip Verified | The new Alitalia, but why change the name? Now they have to spend $50,000 to repaint each of their aeroplanes! Very pleasant flight. Staff was professional and the agents at Linate & Fuimicino were especially kind. I didn't have the proper face mask and was directed to a shop to purchase one. They sold me one, but it turned out to be the wrong kind (why would they sell a face mask that is useless on an aeroplane?), but the gate agent fished a proper one out of her purse and gave it to me - I am so happy to learn that there are still kind and gracious people in the world. Food was okay, entertainment was limited, seat was as usual uncomfortable for me (I have a bony behind and need more cushion), but all went smoothly. Interior of aeroplanes are very attractive. One very strange aspect - usually stewardesses disappear into the galley to gossip with each other and check their bidding sheets, but Alitalia has something novel - they have a canvas tent hanging over some oversize chairs for the inflight staff to hide themselves in. What will they think of next to avoid contact with the public? Have always been please with Alitalia not matter what they call themselves.
AircraftA330
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteMilan to New York via Rome
Date FlownJanuary 2022
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
yes
8/10

"it was a good experience"

(United Kingdom)

Trip Verified | This was part of a return trip from London to Catania and back. All was smooth and on time, arriving ahead of schedule. Unfortunately Alitalia lounges were shut and there weren't agreements with other lounges (including at Heathrow). Fast track was available though. An orange juice or water was offered on boarding and staff were generally friendly and helpful. There were a few lulls on the earlier flight from Heathrow but service was solid on the way back to London. A meal was offered with warm bread, a reasonable pasta dish, salad and tiramisu. I went for prosecco to drink and was offered several top ups. A limoncello was offered as well after the meal which was a nice touch. The aircraft was still in Alitalia guise though I could see the changes slowly happening on others in Milan. All was in reasonable condition with the interior. Whilst not up with some well known airlines, for me it was a good experience. Hopefully the airline can keep it up for others under the new name.
AircraftA320
Type Of TravellerSolo Leisure
Seat TypeBusiness Class
RouteCatania to Heathrow via Milan Linate
Date FlownDecember 2021
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
yes
1/10

"Absolutely awful service"

(United Kingdom)

Trip Verified | Absolutely awful service. Refusing to change booking without paying again the same amount or higher price. Refusing to refund tickets. Charges for pets in cabin are double the price of my ticket. Website says any changes are free but they don't care and still charges exuberant amounts. Disgraceful company.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteLondon to Rome
Date FlownJanuary 2022
Value For Money 12345
no
1/10

"they still don’t reimburse me"

(France)

Trip Verified | Bought 7 tickets for a flight on October 24th 2021. Few weeks before our flight they sent me an email saying the flight is cancel and I should contact immediately the customer service which I did. Now few months have passed and they still don’t reimburse me. I have to call every week and every time there is differeNt answer. Its so stressful, if you have other option never take this airline.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteParis to Naples via Milan
Date FlownOctober 2021
Value For Money 12345
no