Itaairways Reviews 173

travelled with ITA Airways and had a truly wonderful experience. During my flight, I accidentally left a perfume that I had purchased at the duty free shop in the overhead compartment. I only realised it when I arrived at my hotel and thought it was lost forever.
To my great surprise, during my return journey the perfume had been carefully found, reported, and safely kept for me. At check-in, it was returned to me — a moment that genuinely touched me.
I especially want to thank and recognize the Indian staff, because they were the ones who took care of everything. Their effort, professionalism, honesty, and dedication were absolutely outstanding. They went above and beyond, and I am truly grateful for their incredible work.
Thank you, ITA Airways — you are fantastic! The return flight was excellent as well, and this experience made my journey truly special.

One of the worst airlines I have ever flown. One of the only airlines that weighs the luggage. We were waiting at the boarding area for an hour. Super INEFFICIENT airline. Have to manually check-in at the ticket counter and print boarding passes. My partner and I had the boarding passes on our phones and they disappeared possibly due to the boarding being late. Customer service was especially rude and harassed us for not having printable boarding passes at the gate. Flight crew was extremely late for boarding.

Delayed but free upgrade 👍👍
My flight was delayed, but I got a free upgrade to first class. This came at a time when I really was exhausted after packing and moving. I am very grateful for the upgrade. It was the best flight of my life. Good food, very relaxing flight. Grazie mille ITA!

Volo cancellato senza motivo e nessuno opzione seria proposta 7 giorni prima della partenza. Per favore, non volate mai con questa "compagnia aerea"
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Flight cancelled without reason and no serious alternative offered 7 days before departure. Please, never fly with this 'airline'.

Areas for Improvement
• Inconsistent Customer Service: There are reports of inconsistent customer service, with some passengers experiencing unresponsive or unhelpful interactions with staff.
• Economy Class Experience: While premium cabins receive praise, the economy class experience has been described as average, with comments on food quality and seat comfort varying among travelers.
• Operational Challenges: Some passengers have encountered issues such as last-minute aircraft changes and seating discrepancies, leading to dissatisfaction.

Flying from Barcelona to Rome our flight was delayed 4 hours, this cost us 1 day of our holiday, when we flew from Rome to Cairo 2 weeks later our flight was delayed 8 hours costing us $500.00 for a room in Cairo that we couldn’t use. We decide to pay 54euro to wait our time out in the ITA Airways lounge only to find out the standard time allowance for lounge access was only 3 hours. After some debate we were allowed to access the lounge early, the food was very basic it doesn’t compare with the quality of Qantas or Fiji Airways facilities, the only interesting thing was the pizza . We will never fly ITA Airlines again, the very least they could have done was given us free access to their lounge!..

Flight cancelled from Paris to Ho Chi Minh with 2 days notice. I have booked the flight via a travel agency (Gotogate, another scam!) and until now, one year has passed, they are still refusing to pay me back the compensation fee. It's a shame for Italy to be represented by this company or actually, this is very sadly representing our country.

I am sorry to give them one full star... It is a shame that they still in business and I am not going to waste anymore my time to prove it, you have to try them to know for yourself if you are stupid or like to suffer. Hopefully they will go out of business soon for everyone sake!!!

I would give 0 stars if that were possible.

The airline lost my luggage and has made it extremely difficult to communicate with them. They are ignoring the letters from my lawyer, not answering my questions, and relying on AI for phone assistance instead of providing proper customer service.

The reimbursement they offered is a joke compared to the value of my luggage. Their reasoning for not paying the amount stipulated by the Montreal Convention does not align with the description of my luggage’s contents.

Lousy, ignorant, unfair, and completely unacceptable.

Case Number: STRAZ10231

I booked a round trip flight IAD to FCO in March 2024 for a trip in August 2024. When I checked in for my return flight I was notified that I was on Standby and did not have a seat available. I called the airline, and was told the flight was 60% full and it would not be a problem, but if I was concerned I could buy a seat. I was not interested in paying $55 more. I arrived at the airport three hours early the next morning to get a seat, and was told the flight was full. I stood at the check in counter for 2 hours with approximately 40 other confused and frustrated people. There was no clear line or system, and the agents at FCO were providing unclear directions. They kept telling guests to come back in 20, 30, or 40 minutes (it seemed to vary). I eventually got my seat confirmed 30 minutes before departure at which point I had to run to drop the bag, go through security, and make my way through the airport for boarding. I would not choose to fly with them again and would recommend extreme caution to others.

Continuous delays and cancelations with zero assistance and zero customer service. Very unprofessional and anti-consumer.

For myself and my partner, I booked flights with Ita Airways from Brussels to Rome (transit) and on to Lamezia Terme and back from Lamezia Terme via Rome (transit) to Brussels. On departure in Brussels to Rome, the flight was delayed by one hour and the flight from Rome to Lamezia Terme was also delayed by one hour. On arrival at Lamezia Terme Airport, one of our suitcases was missing, so we made an enquiry with lost & found. Only after 8 days we received a phone call from lost & found that the suitcase had been found and we could pick it up at Lamezia airport....It had been left at Rome airport all this time! The return flight from Lamezia Terme to Rome had a one-hour delay. Arriving in Rome, we saw that the flight to Brussels was also delayed. After boarding, we just had to sit on the plane for an hour and a half before it took off. In the end, we arrived in Brussels with a two-hour delay ! Never again will we fly with Ita Airways !!!

Booked a flight from Florence to’ Lamezia transiting via Rome. Flight was delayed out of Florence and connection was
Missed. Spent 2 hours at transit desk. ITA left us completely stranded at Rome airport as all flight to Lamezia for next 2 days were fully booked. Stole 3 days of precious holiday time due to their total incompetence and lack of customer care. Will never ever fly them again.

Today they wanted to check my luggage when the plane was empty. I do not know who is the person who is hiring or the way are they working but it is absolutely UNACCEPTABLE.
A lot of customers are very angry as they took their luggage.
My luggage costs 3000 GBP as it is a limited luggage.
I have pictures to share if ITA like to receive. They want to improve as a company but FIRST OF ALL take care of what you do. Today a plane with 200 people inside 90% of might are not flying anymore with ITA as it seems to fly with the low cost airlines.

Disgraceful company. If you don’t show
Up for the outgoing flight they will cancel the return without any prior notice - you get to figure out when you want to check in. Not sure how such policies are not making this company non-compliant and let them still operate. Wonder if EU allows such policies!

The most worse company ever. We are in Tirana the flight was at 5:38. Its 8 o clock and they keep us inside the aircraft with no reason

Ho prenotato un volo Londra-Milano 24 giorni fa.
Due ore fa ho fatto il check-in e la situazione è come segue: ho una carta d'imbarco, ma sono stato messo in una lista d'attesa.
In teoria dovrei presentarmi al check-in in aeroporto per (testuali parole) cercare di ottenere un posto sull'aereo.
A casa mia questa si chiama truffa.
Ora mi ricordo perché non volavo con Alitalia (ITA).
Ironicamente, devo ammettere che essendo italiano avrei dovuto immaginare che il servizio sarebbe stato vergognosamente scarso.
Ormai è fatta. ITA ha i miei soldi, e io devo cercare un posto sul volo dopo averlo già pagato.
E' tutto molto italiano.

I have booked a London-Milan flight 24 days ago.
Upon checking-in on ITA's website 2 hours ago, the situation is as follows: I have a boarding card, but I have been "waitlisted".
Theoretically, I should go to the company's desk (and I quote) "and try and get available seats".
In my book this is called FRAUD!
It suddenly dawned on me why I've refused to fly with Alitalia (now ITA) all these years.
I'm Italian myself so I can only say I should have known better. This one's partly on me.
What's done is done though.
ITA has my money, while I have to "try and get available seats".
This is so very Italian.

During the recent Tet holiday, my family and I had a delightful trip to Europe, visiting Germany, Austria, and Italy. Despite the weather, the food, and the overall experiences being fantastic, Italy, in particular, stood out with its breathtaking scenery and impressive architecture, reminiscent of famous films I've seen before. We encountered hospitable hosts and friendly locals who were always ready to assist us. However, things took a turn for the worse when I lost my luggage on the flight from Rome to Frankfurt with ITA Airways.

On February 18, 2024, I took Flight AZ404 from Rome to Frankfurt, scheduled from 3:00 pm to 5:00 pm. Upon reaching the baggage claim, I was shocked to find one of my checked bags missing. I immediately went to the Lost and Found counter at Frankfurt Airport to report the incident, but there were no ITA Airways or ABS Company representatives present. Employees from other airlines refused to assist, claiming they couldn't help since we weren't their passengers. I spent three frustrating hours searching for help at the airport to no avail. Subsequently, I filled out a lost luggage report on the Frankfurt Airport website.

On the morning of February 19, 2024, I returned to the airport hoping to find my luggage. It wasn't until 1:30 pm that I finally located an ABS staff member to complete the Property Irregularity Report. The staff member assured me that my luggage was in Rome and would be transferred to Frankfurt for me on the next day (February 20, 2024). I also emphasized that I was a tourist and would only be in Germany until February 21, 2024, so I needed to find my luggage soon to catch my flight back to Vietnam. The staff member affirmed that I could receive it promptly.

On the evening of February 20, 2024, my luggage was still not received as promised, so I filled in information about the items in my luggage. However, I received no response. When I checked Worldtracker for information about my luggage, the status only said, "Tracing continues. Please check back later," with no new updates.

On the morning of February 21, 2024, I went to the airport to return to Vietnam and inquired with the ABS staff from the previous day. The staff member, after leading me around the airport in search of my luggage, then told me, "Your luggage is not here; I don't know where it is. You need to wait" This response was completely different from what he had said on February 19, leaving me confused about the actual status and location of my luggage.

During this time, I sent many emails to ITA Airways and ABS, but received only brief and vague responses. Upon returning home, I continued to send daily emails in the hope of getting support, but all I received were auto-reply emails with no feedback. Nevertheless, I had to cancel my planned itinerary and reschedule my return to Vietnam in order to stay in Frankfurt to address the situation. Originally, my flight back to Vietnam was scheduled for the 19th of February. However, I had to change it to the 21st of February to search for my luggage. Unfortunately, I still haven't received any information about my case from ABS and ITA Airways.

Today, February 23, 2024, I decided to call the hotline of ITA Airways (international number) and received very irresponsible answers like, "We are not Lost and Found; if you want, go to Lost and Found to inquire" (I mentioned that I am in Vietnam and cannot go to Lost and Found in Rome or Frankfurt), "We have checked, and your luggage has not been found; you have to wait." When I asked how long I had to wait and what would happen if my luggage was lost, they replied, "I do not know."

My lost luggage contains all my essential personal items, and its absence significantly disrupts my daily life. As a first-time customer, I am deeply disappointed in the customer service provided by ITA Airways and ABS, as no clear resolution or apology has been offered. Despite having traveled extensively, this has been my worst experience. I've read numerous reviews from other customers facing similar lost luggage issues and their cases seemed to be mishandled, leading to luggage loss. I sincerely hope ITA Airways can swiftly resolve this matter to prevent any negative impact on the brand's image and reputation among customers who have chosen to trust and use their services.

I request ITA Airways and ABS to check their email, contact me through email, and proceed to search for and transport my luggage back to Frankfurt Airport so that I can arrange for its return to Vietnam. Lastly, I hope my luggage can be found as soon as possible and wish that no other passengers will experience disappointment like this again.

#ITAairways #CustomerService #LostLuggage #ITA #skyteam

They broke my luggage and missed some of the items. I sent a claim and provided ALL the document they resquested me. I knew from the very beggining this was going to be a waste of time and that is what happend. They asked me to provide them a police report and after spending hours and hours they just provided me 40 Euros as a compensation and obligated me to sign a release settlement document which of course I did not. All the losses where above 2000 euros. They do not follow any European regulation in terms of compensation so I will have to sue them.

Would give zero stars if it was possible. Overnight business trip sept 2023 was a shambles, flights changed times & departure airport at very short notice, then the return flight changed time & airport while we were on the way to outbound flight! Cost fortune to urgently change everything as trip was essential, (and we were on the way to new departure airport) hopeless unhelpful bewildered staff also no clue what’s going on. Day after return completed very concise claim online substantiating every cost, and only the costs that directly affected getting new flights. It is literally impossible to contact ITA claims assessors you can only go via their general customer services who say they pass messages to claims dept, I doubt it happens. It’s now three months on and despite the only way to chase is keep emailing their complaints dept of which we just are building up more and more claim numbers. Not once have received anything other than automated reply. DO NOT TRUST BOOKINGS WITH THIS AIRLINE.