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 180 reviews
2/10
No Skytrax Rating
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1/10

"caused us so much trouble"

(Spain)

Trip Verified | When I wanted to check in they asked me if I had an ongoing or outward ticket for my final destination. I told them that I did not. I was traveling to Bali in Indonesia. They made me buy a ticket out of Bali. Wifi at the airport was slow and I almost lost my flight. Had the staff looked at my documents, which they did not although I handed them in, they would have seen that I did have an ongoing flight out of Vietnam. If they had done their job properly they would not caused us so much trouble and the extra expenses.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteBarcelona to Paris via Rome
Date FlownJuly 2023
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

"Worst customer service ever"

(Australia)

Not Verified | Worst customer service ever. Not only 2 hours delayed, it also comes with an attitude from staff. Waiting inside the airplane for hours then all you get is a cracker or biscuit, and recycled flat coca cola. You can clearly see the staff use previously opened bottle of coke and serve it for the thirsty customer. Flight is not cheap and all they spend for all customers is not even 20euros worth of juice and crackers. All you can hear is salty or sweet. This is not the end of the issue, our flight is a transit direction Tunisia. The second flight is also late but god knows how long this is going to be. At the moment while I'm writing this it is delayed by 1 hour and will see how long it will actually take at the end. Worst airline ever, highly not recommend!! Been using the same airlines every year since it use to be called Alitalia now they changed the logo and that is about it. Do no recommend. Pay more and take other competitive companies who actually try their best to accommodate. Do not travel with this company if you have kids. Very bad!
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteAthens to Rome
Date FlownJuly 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
4/10

"lack of customer service"

(United States)

Trip Verified | My flight from Rome to New York JFK International Airport was delayed for almost 3 hours in Rome which led to me missing my flight from New York JFK International Airport to Las Vegas International Airport. I went to speak with ITA Airways staff about the situation with many other people who have missed their flight as well. They wrote names on a piece of paper and my name was written on that paper and claim that the list of our names is sent to the hotel. Including the address of the hotel which is Hilton hotel and the directions on how to get there. Plus some of other customers who have missed their flight like me where provided a copy of the list of names. But I was not provided anything. By the time we reached to the hotel. The hotel staff informed me that, he does not see my name. So the others got their rooms and I was not. Than the staff suggested that, maybe the ITA Airways staff send my names to Hampton hotel close by Hilton hotel and said I should go there and check. I walked there and I was informed that, my names was not there and those who were got there rooms already. So I was stranded and helpless and it's shows that ITA Airways didn't care about my situation. Because, no help provided for me by ITA Airways and my flight from New York JFK International Airport to Las Vegas International Airport is going to be next day from July 26th, 2023 to July 27th, 2023. It's was my bad experience and that's not a good customer service for me to consider ITA Airways in the near future due to their lack of customer service.
Type Of TravellerSolo Leisure
Seat TypeEconomy Class
RouteRome to New York
Date FlownJuly 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"name change not changed company culture"

(Greece)

Trip Verified | Unfortunately the name change has not changed the company culture. My flight was scheduled from Athens to Florence and back, from 20 to 24 July. Firstly, leaving from Athens airport they give me my tickets in paper form at the boarding gate, supposedly an error, but this triggers a mechanism where it seems that I did not travel with my original boarding pass, canceling my return flight. I was never notified that my return flight ticket was canceled and neither the website indicated that. Upon talking to their support they finally realized that I was indeed in the flight and reversed my tickets, only to realize they mistakenly reversed my ticket from Rome to Athens in a wrong date, forcing me to spend the night in Fiumicino as there was no time to change the tickets again. The ticket counters in both in T1 and departures were overflown by passengers like me with only 1-2 women trying to support a queue of 20+ people.
Type Of TravellerBusiness
Seat TypeEconomy Class
RouteFlorence to Athens via Rome
Date FlownJuly 2023
Seat Comfort 12345
Cabin Staff Service 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no
1/10

"communication with them has been non-existent"

(United States)

Trip Verified | The flight itself (FCO - SFO) and service was not bad but dealing with them about my 3 lost checked-in luggage has been a nightmare. It has now been 12 days since our luggage has been lost and our communication with them has been non-existent. Upon arrival, they did not have an agent to deal with lost luggage. We were provided an email to contact by their contracted luggage service with no luck. After multiple emails (6 to be exact) to the airline and the contractor, we stopped by the airport again to file a report at the counter (lucky there was someone there). So far, all email addresses that have been provided on the airline's website have been non-responsive. Their customer service number is answered in Albania and they will re-route you to the email addresses on their website. There are no supervisors available to talk to. I have filed a complaint with US DOT and Channel 7 News "7 on your side" and they have been very helpful. Again, if you don't check bags in, not a bad airline, otherwise, I'd stay away from them.
AircraftA350
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteRome to San Francisco
Date FlownJuly 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Value For Money 12345
no
1/10

"Worst airline I’ve ever experienced"

(Australia)

Trip Verified | Worst airline I’ve ever experienced. Everything they do is so slow, from check in, to baggage drop, to boarding, to take off to disembarking and to baggage collection. The way they handle your luggage is disgusting. I had a brand new suit case that looked 10 years old after it was handled by ITA Airways. Before take off they dont walk around and tell people their seats must be up for take off, they don’t care. There is no mid flight refreshments. Even the baggage collection took 45min-1hour. Every other airline was getting their bags before us.
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteBari to Naples via Rome
Date FlownJuly 2023
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

"Worst customer service experience!"

(Germany)

Not Verified | Worst Airline I ever used. Everything is very cheap. Worst customer service experience! They don't write ordinary bills, so don't use them in any case when flying for business! The customer service simply ignore you, when you have a problem. I have never experienced something similar before. Just terrible! Don`t support them and don't fly with them. Some airlines better don't use.
Type Of TravellerBusiness
Seat TypePremium Economy
RouteAlghero to Stuttgart via Milano
Date FlownJune 2023
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

"refusing to wave the fees on the luggage"

(United States)

Trip Verified | We bought a ticket from One Travel that includes a free 23 kg per ticket luggage for an international flight, it also says it on ITA. When we checked in they said that this is not the case even though it says so on both websites, luckily the man from delta realized the mistake and waved it, but for our return flight, they are refusing to wave the fees on the luggage and making us pay for something that we were told was free.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RouteNew York to Rome
Date FlownJuly 2023
Seat Comfort 12345
Cabin Staff Service 12345
Ground Service 12345
Value For Money 12345
no
1/10

"never fly with ITA Airways again"

(Puerto Rico)

Trip Verified | A huge disaster. We bought a tickets with relatively comfortable connection of an hour and 45 minutes. The airline changed the time of the flight to 30 minutes later, so we were left with a connection of 40 minutes. My father who was flying with me is 85 years old. I called the airline in Italy saying that my father is 85 and asking to be changed to an earlier flight from Palermo or a later flight from Rome. Both flights exist, but the airline wanted to charge me for the change. They told me to try through Travelocity, the site through which we bought the tickets. Travelocity wrote an e-mail to the airline explaining the special circumstances, but the airline refused again. The day of the flight we explained the situation to the agent at the check in counter; she said the only thing she could do to help was give us both boarding passes and requested special assistance to be able to change flights faster. We asked to be placed in seats closer to the exit, she refused. She did not know the gate for the second flight. When we got to the plane, we told one of the flight assistants and she just said they would wait for us and the flight was on time. The flight was delayed 40 minutes: exactly the time we had for our connection. When we landed, the flight assistant asked for the people who had asked for special assistance to stay seated until everybody had disembarked. Of course, we could not wait. We ran to find out on a monitor our gate, because no one helped us, although we asked for help to several ITA employees. When we got to the gate no one was there; we thought it had left because I got to the door to check if it was closed. Suddenly, a very grumpy ITA employee did not ask if we needed help and just started to scream at us why we were at the door. I explained and she did not say that the flight was delayed, she just continued scolding. After a while she said the flight was delayed. Then she called us from the counter and asked why we had requested special assistance “because this assistance is only for people who cannot move”. I explained we asked for assistance to change flights faster because the connection was tight; not because we cannot move, and that we did not wait for it because it did not make sense that we had to hurry, but we had to wait until all passengers disembark. We will never fly with ITA Airways again. We travel a lot and I had never encounter such a disorganized airline. Actually, it is the first time I take te time to write a bad review of an airline. The worts.
Type Of TravellerFamily Leisure
Seat TypeEconomy Class
RoutePalermo to Madrid via Rome
Date FlownJuly 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Ground Service 12345
Value For Money 12345
no
1/10

"delayed EVERY SINGLE DAY"

(Spain)

Trip Verified | Please don't take this company. We made a Flight to Tokio - Rome and then Rome - Madrid. In the international fly, Tokio Rome, they starved us to death, and in 15 hours of flight offer us only 2 meals that can barely make a dinner for a child, and the staff was rude. In the Rome - Madrid fly, they assure you that you will take the flight but, but they dropped us in the international airport, and when we ask about or delayed flight, they said to us: "Run if you want to take it" and then we and other 30 passengers need to run all the way to to the other side of the terminal because the flight was going to fly away without us. Also, this flight, the Rome - Madrid flight, has a delayed EVERY SINGLE DAY, I make this timetable, every time it was supposed to fly at 21:25 UTC +1 08/07 - 22:02 09/07 - 23:06 10/07 - 22:03 11/07 - 22:46 12/07 - 23:01 13/07 - 00:22 14/07 - 23:50 15/07 - 23:53 16/07 - 22:54 17/07 - 22:10
Type Of TravellerCouple Leisure
Seat TypeEconomy Class
RouteTokyo to Madrid via Rome
Date FlownJuly 2023
Seat Comfort 12345
Cabin Staff Service 12345
Food & Beverages 12345
Inflight Entertainment 12345
Ground Service 12345
Wifi & Connectivity 12345
Value For Money 12345
no