ita-airways.com Reviews 

Absolutely unacceptable and dangerous negligence by ITA Airways

ITA Airways’ handling of my father’s luggage was not just incompetent—it was harmful and potentially life-threatening.

They lost his bag for two full weeks, despite repeated attempts to contact them. No one ever answered the phone. No one followed up. No one took responsibility. In the end, my father—who is battling cancer—had to physically go to the airport himself just to retrieve the bag that they lost.

What makes this unforgivable is that his cancer medications were inside that bag. Because of ITA Airways’ negligence and total lack of communication, he went without his medication. As a result, he has now begun experiencing cancer symptoms again—something that should never happen because an airline couldn’t do its job.

At no point did ITA Airways apologize.
At no point did they offer compensation.
At no point did they show even basic human concern.

This wasn’t just a delayed suitcase. This was a complete failure of duty of care, customer service, and basic decency. An airline that cannot be trusted to handle something as critical as a passenger’s medically necessary belongings should not be trusted at all.

I strongly warn anyone traveling with essential medication, medical equipment, or anything irreplaceable: do not fly with ITA Airways. If something goes wrong, you are on your own.

This experience was stressful, traumatic, and avoidable—and ITA Airways should be ashamed.

We had a horrible experience with our flight from Buenos Aires to Rome. Our 7 year old daughter had the kids menu and when she ate the fruit she complained about a weird taste. When we taste the fruit we realise it's bad. After an hour she started feeling unwell and started vomiting all the plane food. We asked the flight attendants if they could provide us with more bags for vomits and they told us that we can just grab some from other seats. Seriously! They didn't even ask if we needed help or if she was alright. As our daughter kept vomiting for the remaining 4 hours of the flight and no assistance at all from them. So not only ITA intoxicated my daughter but also no one came to assist or even ask! This is truely unacceptable from an airline. It was a horrible situation for us, very stressful.

there was an overbooking and they were rude and racist towards us

I had a most unpleasant experience on my last leg of my return flight on ITA Flight AZ758 from Rome to BKK on 22 Dec 2025. My wife and me were traveling on Biz Class together. Unlike earlier legs of our trip，we were not allotted seats next to each other. I was allotted seat 1C while my wife was seated on 2D. I believe my seat directly facing the entrance of the front service area must be the worst seat on the entire Biz Class section. It is angled in such a way that it faces directly a few personal metal cabinets of the staff which they often open from time to time. In addition the only screen from the front service area is a drawn curtain which hardly insulates the activities and noise. Throughout the flight, the staff can be heard preparing the meals as well as passengers heading to the toilet.To make things worst; the staff were also chatting so loudly even when lights were turned down for passengers to rest. They are apparently oblivious that their chatting are disturbing passengers from resting especially me and perhaps some other passengers seated in the front section.
It was so noisy that that I had to walk around to search for another seat which I found one only at Seat 8A at the rear of the BizClass section.I informed one of the stewardess that I would;d like to change my seat because it was just too noisy. Instead of helping me to shift, I was reminded that I should bring my pillow and blanket along to the new seat.
In any case, the new seat at 8A is not much better. The opening and shutting of the toilet door at the back is so loud that one get awoken by the thundering clanking noise. But at least I don’t hear so much human noise from the staff. At the end of the day, I did not get much sleep either .
It was a tiring and stressful trip for me. I thought I could get a better rest on the Biz Class seat but I was disappointed.Hope you can look into improving the facilities for passenger seated at the above mentioned two seats. In addition, the service quality of the stewardess on this flight can also be improved .

I am an Executive Level member of Volare and it pains me to have to write this. After many years of using Emirates and Qatar for personal use i decided to cash in on the significant air miles i had accumulated with ITA for business for a flight to Thailand. I bought a cash plus miles Business class ticket and not wanting to zero my miles i paid in cash 1800 Euro and circa 180,000 miles.
To keep it short the flight out left me with the intention to pay the penalty and book my return with another carrier. This is a + 4000 euro ticket, boarding confusion, no staff to ask if you would like anything, meals really embarrassing (i asked for the economy meal), drink selection so limited, snacks for a 12 hour flight a corn snack that i get rome to milan economy and when i had to return the breakfast tennis ball omelette ie it could out bounce Federer 1 hour before landing the manager presented himself for the first time, saying he knew i was an executive volare member and wanted feedback 😂 lets say i gave him some feedback in the nicest way. The hard product is ok, showing signs of age and lack of cleaning but ok we can deal woth that. however i raise my review for people who think paying considerably more for business in ita will make a difference. Dont dont do it. At best do the premium economy or if you want a true business experience go with other carriers who dont fleece you with a smile.
Then just to spit in your face a Oneworld cash and points flight would still contribute points to your account. ITA no i spent close to 2000 euro in cash but this counts for nothing 🫣. Never again ITA business. You have such a long way to go before you can compete in long haul travel. Hope this helps someone spend their money more wisely.

The worst experience I ever had traveling. Avoid them at all cost. Bad food. My family was given seats in seperate corners. From rude airport staff to everything about this flight was below average

Greetings to whom it make concern,
I had a problem with the online booking going from Rome to Boston on the 17th of December 2025. I called the airlines and spoke to a very nice lady called Josphine. She was calm, polite, professional and very very helpful. She sorted out the problem almost immediately and called me back to let me know. She also sent me my boarding pass.
Thank you Josephine for making a potentially bad situation light and carefree. (By the way, both her Italian and English are very good)

The worst airline that I have ever traveled with
If you book a round trip and you miss the first flight ( and let's say you find a way to get to your destination, they will cancel also your way back ( so you lose also your second ticket

I’m beyond frustrated with Ita Airways’ customer service. I’ve been trying to change my flight date, which is apparently not possible to do online, and the experience has been nothing short of a nightmare. Yesterday, I spent 20 minutes waiting to speak to someone at the call center, and this morning, I called again at 7:00 AM, waiting for 26 minutes before finally giving up. I wasn’t able to solve my issue at all.
It’s frustrating because I had similar experiences with Alitalia in the past, but I was hoping that with Ita Airways being partnered with Lufthansa, something would improve. After all, the Germans are known for their organization and efficiency – but that’s clearly not the case here. Nothing has changed for the better.
Who is going to pay for the stress this causes to my mental and physical health? The constant frustration and wasted time dealing with an unhelpful call center is unbearable. I just want to get a simple task done, but it feels impossible with Ita Airways. Completely unacceptable.

I had a terrible experience with ITA Airways. I arrived at the airport for my international flight only to find out that my ticket had been cancelled—and I was never informed. The booking was made through JustFly.com, but ITA provided no assistance or solution at the airport.

I had taken time off work, stayed up all night packing, and spent hundreds of dollars on Uber rides to get there. I was traveling for my niece’s wedding, and because of this situation, I missed a very important family event.

What made it worse is that ITA Airways and the third-party booking site kept blaming each other, and I was left stranded with no clear answer and no support. As an airline, ITA should have better communication and should not leave passengers abandoned in situations like this.

This was extremely stressful, financially draining, and deeply disappointing.
I am very disappointed in ITA Airways and will think twice before flying with them again.

Appointed personnel working on behalf of ITA Airways at BKK airport used my booking to guarantee an expulsion flight without a valid reason. Company never tried contacting me anyhow (they had 48h to get in contact). They are also hardly reachable by phone (after 2h waiting still no reply - tried the next day the finally picked up anyway redirecting to online form),no email address available. The dedicated form on the website got stuck for various technicalities. In my case it required the ticket number which I do not have because they never sent me the boarding pass and it is not possible to retrieve it from the website (with surname and booking number). Experience onboard is mediocre at best with a couple of stuarts plainly rude and unprofessional and the plane visibly dirty, all this regardless of the class of the ticket. Keep in mind this is not Alitalia and it has nothing to do with Italy anymore. This is part of the German Lufthansa Group, which uses the same means and it is almost impossible to contact them as well. After two days I managed to file a complaint on their website, still awaiting explanations from their side and refund.

Their service is very bad.
And also include hidden fees.😑

✈️ Highly Dissatisfied: Poor Service, Hidden Fees, and Technical Failures
Airline: ITA Airways
Rating: ⭐⭐️ (2/5 Stars)
Review Title: Frustrating Experience with Paid Call Centers, Seat Upgrades, and Broken Wi-Fi
My recent international flight experience with ITA Airways was exceptionally poor, defined by confusing policies, hidden fees, and inadequate services.
💰 Excessive Charges and Confusing Upgrade Policy
* Seat Changes and Paid Call Centers: ITA Airways is, unbelievably, the only international carrier I have encountered that requires passengers—even those who have already paid for an upgrade—to contact a paid call center just to change or confirm seat assignments. This is an unacceptable and costly barrier to simple customer service.
* Double Charging for Seating: During check-in, I attempted to purchase the unoccupied seat next to me (I had already spent $115 on my own seat selection/upgrade). I was then presented with a bill for $109 for an 'upgrade' I had effectively already purchased. This opaque and confusing pricing structure feels like an attempt to double-charge customers.
* Bidding System Failure: I placed a bid for a First Class upgrade. The confirmation materials explicitly stated to wait until check-in for communication to "avoid confusion." I received zero communication until the day of departure. When I inquired at the check-in counter, the staff had no knowledge or information regarding the bidding status, rendering the system useless and frustrating.
📡 Inadequate and Failed Wi-Fi Service
* Complete Failure: The Wi-Fi service was non-functional for the entire duration of my return flight. This is unacceptable for a modern international carrier.
* Ridiculous Data-Based Tiers: ITA's decision to price Wi-Fi tiers based on data consumption is fundamentally ridiculous for professional travelers. I purchased the most expensive, top-tier allowance specifically to work on documents and emails, yet the allowance was exhausted in less than three hours. If you cater to business travelers, you must offer a limitless data option at a fixed price, regardless of the cost.

One of the worst choice for airways is ita airways. They cancel flights some hours before and then do updates (which are of no use). Their flights are mostly delayed and never on time. Never going to select again. Had enough. This was second time they didn't even compensate for the cancelled flight yet. I had to book another flight by standing at the airport. Poor management and staff.

Dishonest airline does not honour it's own bookings !
... I had a return flight UK-Rome (Nov.25), and missed the outgoing flight - a no-show, my fault, in genius LCY the no-announcements airport. Bought a new 1-way ticket, thinking not all is lost, just half the flights -
... upon returning, told by ITA at Rome airport that my initial no-show "cancels" the paid return flights - yes really, it's the RULES, you understand !
... another replacement ticket on me, with merry Ryanair, the inexpensive airline that cost 50% more than the ITA flight i lost !
The ugly word STAYCATION comes to mind, or at the very least, never fly with ITA again !

Filthy Airbus A320 neo jet. I mean beyond comprehension filthy.
No entertainment system.
Was able to connect to plane's wifi but no Internet (so why have wifi?)
Flight attendants were loud and chatty the entire 3 hour flight. So unprofessional.

Me and my husband flew with Ita airways for a family funeral this summer, and they managed to deny us assistance at the help desk upon leaving our bag in munich, Germany, and then our flights back from chicago to catania, sicily which we requested assistance to keep the flights due to their automatic cancellation of flights if you miss your connecting flight prior to it, they refused us the form to fill out at the airport to ensure the saving of the return flights. We called the customer care number that was provided for assistance, only to have them tell us we cant we have to do it at the airport which was2.5 hours away from us so we couldnt just hop on over there right away again. By the time we were able to locate our case online, it said it was locked along with the flights and that wed have to book new fights. This resulted in a $2,000 extra charge for me and my husband, even though we had no way of saving the flights even though we were told we could by the airlines and their website even advertises you can. We also found that our luggage that had been left back in munich germany had made its way to Chicago the whole time and the attendant who caused the whole mess refused to look for us. We ended up not only having to go shopping because we had no funeral clothes or anything for the next week or toiletries, but we found out the bag had been right behind her in the hold room for the majority of the week. We received no phone call and no assistance when we reached out to inquire on it multiple times. Weve now reached out to Ita airways several times in hopes of atleast just getting our unnecessary flights refunded and they have been unwilling to acknowledge any of their responsibility. The whole trip was about $5,000 in connecting flights altogether when we were through. If you are considering saving some money and doing the cheaper route at all, please do not book with Ita Airways. Their customer care is awful.

I travelled on ITA Airways flight AZ857 on 14 October 2025, seated in 33F. Once in the air, I discovered the seat did not recline because it was an emergency-exit row — something not communicated during booking or check-in. On a 6.5-hour overnight flight, this made the journey extremely uncomfortable and I was unable to sleep.

I submitted a complaint, but ITA responded with a generic apology and no compensation or concrete solution. I expected better customer care for an issue that significantly affected my trip.

Hoping ITA Airways will review this case properly and offer fair compensation.

ITA Airways has been the worst airline experience I have ever had—unprofessional and completely indifferent to customers. I purchased a ticket from Belo Horizonte to Barcelona, with connections in São Paulo and Rome, directly through the ITA Airways website. Since the entire itinerary was booked with them, the company should have been able to manage all segments. However, the flights between Belo Horizonte and São Paulo were operated by another airline, and ITA repeatedly claimed they had no responsibility for anything related to those segments.

First, online check-in was impossible, and no explanation was provided. At the Belo Horizonte airport, we were told that check-in to Barcelona could only be completed in São Paulo. When we arrived in São Paulo, instead of proceeding normally, we had to exit the terminal, go to the ITA counter, check in again, and go through security a second time—all with only one hour between flights, risking missing the international connection.

Things got worse on the return. ITA changed my international flight and emailed me the new schedule, which I accepted. However, they did not update the São Paulo–Belo Horizonte connection, leaving it booked for 24 hours later. At the airport, multiple ITA staff members claimed they could not fix it because the domestic segment was not operated by them—even though the entire trip had been purchased through their own website. I spoke to three or four attendants, and all were rude, unhelpful, and showed no willingness to solve the problem.

The experience was extremely disappointing from start to finish. This was my first and absolutely last time flying with ITA Airways.

Luggage policy is pure non sense.
Staff very unpleasant.