ita-airways.com Reviews 

I would LOVE to give 0 stars because this airline sucks!!!! I had to pay both of my suitcases because they told me i booked the lowest fare, i told then no i have 1 bag free of charge because it’s in my ticket price. I ended up paying $430 for both. I filed a complaint about my situation they sent me a email back saying i should call the number and they can help me out with my problem. I called the guy on the phone was SO rude, he said he spoke to his manager and they will not refund me. Then he proceeds to hang up. I called again and said i want to speak to the manager he said “no never, we have your call recorded and the way you spoke to me is unacceptable i’m going to report you to the police” lol and then he hung up again.
Please don’t book with this airline ever!!!

I took a short flight from FCO to BRU and really liked the presence of a drink service and an entertainment system (i.e. screen) with a good selection of movies. Everything also went smoothly.

I had a very serious and concerning experience with ITA Airways at Rome Fiumicino Airport.

At check in, I was issued a boarding pass under another passenger’s name and for a completely different flight. As a result, my baggage was incorrectly tagged and sent on the wrong flight.

Despite showing my booking confirmation, I was told that my ticket did not include checked baggage and was forced to pay an additional fee under pressure in order to complete check in and avoid missing my flight.

The situation escalated further when I was later told at the gate that my flight had already departed, which caused significant stress and confusion.

Only after intervention from another staff member was the mistake acknowledged and corrected. However, by that time my baggage had already been misrouted and I had already paid for a service that was included in my ticket.

What is most concerning is not only the operational error, but also the unprofessional and dismissive attitude of staff, including being misinformed and ignored when requesting assistance.

While the airline eventually refunded the incorrect charge after escalation, the overall experience was unacceptable and should not happen to any passenger.

I strongly encourage ITA Airways to improve staff training, accountability, and customer service standards to prevent similar incidents in the future.

Worst Airline I have ever flew with.

I have travelled to 50 different countries with more than 30 different airlines and i can tell this is by far the worst. Cancelled my flight and refused to give me an alternative, clearly violating 261/2004 eu regulation which i mentionned to them but ignored.
I then proceeded with a refund and haven't got any response since then.

Is this the "New Era" of @ITAAirways under @Lufthansa Group management? 🛑
Despite providing full medical documentation for a major Achilles tendon surgery, ITA Airways refuses to accommodate a travel change, hiding behind "Final Decisions" and rigid bureaucracy.
A total lack of empathy and professional ethics. If this is how you treat patients in recovery, then the "German Standards" you claim are nowhere to be found.
#ITAAirways #Lufthansa #PassengerRights #TravelAlert #Germany #Munich

My ex-boyfriend booked a flight for me with ITA Airways because it happened to be slightly cheaper than other flights to Egypt.

I was in the hospital and need additional medical care, so I tried to get a refund from my flight. They rejected the medical letter from BHCC Boston, despite it being the most thorough medical letter I've ever received in my life. It was clear from the letter that I am unwell, as the flight was booked just this April 2026. Not only do they refuse to give me a refund, but they refuse to let me submit a "better" medical letter from my doctor because a week has passed, and they said policy doesn't allow them to accept letters after the 7 days since I opened the case. They could have called me before those 7 days were over. Also, the telephone operators are aggressive and rude, and don't let you talk, they interrupt you constantly and don't allow for any sort of negotiation. Of course, they had the audacity to cancel the flight as well. If I knew I was not getting a refund, I would have kept the flight and tried to make something of it, with medical permission. Cancelled my flight, rejected a thorough medical analysis note from top doctors, wherein there was a number to reach out with any additional questions. I will never book ITA Airways again. They get a -10 stars in my opinion.

We flew Rome to Toronto with ITA Airways — $4,500 for our family including a 6-month-old and a 3.5-year-old. What happened on that flight was beyond unacceptable.

A family of five seated near us used the economy bathroom 30+ times throughout the 9-hour flight, leaving it in a completely uninhabitable condition — confirmed by multiple passengers and flight attendants who were called in wearing gloves to clean the walls and floor. The smell was unbearable and affected everyone around us. Anyone who entered after them turned around in disgust (im sure you get my drift). We had absolutely no choice but to use the business class bathroom — I had an infant and a toddler with me.

What followed was one of the most humiliating experiences I've ever had as a customer anywhere.

Cabin Manager Monica Amuro slammed the bathroom door in my face as I was exiting and screamed "STAY IN THERE NOW." I waited five minutes thinking there was a cart in the way. When I opened the door, she unleashed on me — yelling, aggressive, completely unprofessional. No explanation, no courtesy, nothing. McDonald's has treated me better over a $2 order.

Meanwhile — I later found out — she was already at my seat making a scene in front of my wife and my 3.5-year-old, who understands everything. My child watched an adult scream at his parents on a 9-hour flight.

I asked another attendant for her name. Refused. Monica Amuro then came herself, gave me her name with pure attitude — the kind of "what are you going to do about it?" energy that tells you everything about this airline's culture.

Before landing, four male crew members approached us publicly, demanded our boarding passes, and lectured us in front of the entire cabin. Embarrassed. Humiliated. In front of our kids.

We spent $4,500 on these flights and were treated like criminals for using a bathroom — because the one near us was rendered unfit for use and confirmed as such by their own crew. Instead of addressing the actual problem, Monica Amuro and her team chose to bully a family with a 6-month-old.

ITA Airways: avoid at all costs. Cabin Manager Monica Amuro and her crew are aggressive, unprofessional, and have zero accountability. This was my first and absolutely last time flying with them.

The worst customer service they cancelled my flight they were rude on the phone hanging up on me all of the times. Disgusting I hope they close down

We are Chinese Americans. Air hostesses did not let us put our backpacks into overhead bin space, but when the black guy came he didn’t say anything, we felt very unfair and discriminated. Never ride ITA airway again

Duct tape repairs to hold the seat together on the ITA premium economy seat from Fumicino to Miami. We brought this to the airline's customer service department. No reply. No acknowledgment. We h

We booked two business class flights from London to Buenos Aires. First flight was an uncomfortable seat and very poor quality food and drink. The lounge in Rome was of the poorest quality I’ve ever experienced, no seats, restricted access to food and water, and thoroughly un enjoyable. The flight from Rome to Buenos Aires was excellent, seats were great. food was excellent and service was great.

However, what let the whole experience down was ITA Airways not crediting our Volare account with the airmiles we were owed for this. And upon escalating and trying to get resolved, nothing but rude and unresponsive responses. Very disappointing considering we spent £4,000 on the flights.

CATERING IN BUSINESS CLASS - DISCRIMATION OF NON-ALCOHOLICS AND VEGETARIANS
fortunately I didn't read the reviews before our flight, because our business class flight from Rome to Buenos Aires in business class was not only at a very good price but everything worked perfectly. this the good part. the bad part is regarding food and drinks - the flight back was in the afternoon so I was really hungry:
Drinks: There were several wonderful cocktail options WITH alcohol. There was not one option (other than water, fruit juice and standard soft drinks) without alcohol. There exist a lot of great non-alcoholic options from Martini Vibrante to non alcoholic Gin - I suggest ITA adds this to their menu! Not only for people who don't drink but in general it's better not to drink too much alcohol on flights!

FOOD: I pre ordered vegetarian option. Not eating meat does not mean eating super boring food. Penne rigate al pomodoro is vegetarian too (my whole family received this) but instead I received terribly boring rice and 2 pieces of lump unsalted broccoli, the little bread I received was not the same as my neighbours, it was some weird whole wheat dry lump which tasted terrible and now I can't help but wonder: are you trying to punish vegetarians and non alcoholics ???? From an international airline and especially from an Italian one - a country which I love and which is famous for amazing food and drinks - I expect better!! Thank you for taking note and I hope when I fly ITA the next time I will see an improvement!
But honestly - seeing all these negative reviews I don't think ITA even bothers to read it. Their comment section on their website is so annoying that for sure only very very committed people will fill it out.

My flight was cancelled by the airline, and I was not offered any proper solution or assistance. Instead, I was rebooked onto another flight without my knowledge, which I was ultimately unable to use.
After that, I spent over 1.5 months trying to get a simple response from customer service. I sent around five emails, and they either ignored me completely or replied with something totally irrelevant that didn’t address my situation.
In the end, I received no compensation at all, with the reason given being “extraordinary circumstances”, which in reality was just some minor snowfall in Amsterdam, nothing extreme.
Overall, extremely poor communication, zero accountability, and no real support when things go wrong. I would not recommend flying with them.

Terrible business practices from this airline. They don’t value paying customers at all. I booked two premium economy tickets for myself and my girlfriend nearly 4 months in advance. Just because I didn’t pay extra to reserve seats, they overbooked the flight and forced us to downgrade to economy. So basically, instead of just selling products, they pit customers against each other in a bidding war for who can pay the most. I booked my tickets, two seats together, not even a solo traveler, 4 months early, and if one passenger comes in at the last second and willing to pay for a reserved seat, they will give them the seat and put me on standby with a no-choice downgrade. You can’t simply buy a ticket for this airline, they force you into hidden fees and if you are a passenger that paid less than another one, even if they’re a solo traveler that booked it way after you, there is no respect or priority given to you. This was a huge trip to Italy with my girlfriend that was supposed to be special and it started off with huge disappointment, being crammed in the back of the plane, forced into economy when I specifically paid for comfort in premium. Be very careful when booking a ticket with ITA. You are not guaranteed anything. You are just a bidder in an auction pitted against other passengers.

I will never fly this greasy and greedy airline ever again.

Welcome to Air Soprano! I have never had such an appalling flight in all my years of travelling. This was a flight from Rio to Rome on 7th April 2026 at 14:25. On boarding the aircraft, the cabin crew struggled to look enthusiastic. They were leaning in the galley and used a grimace as a smile. I showed them my boarding pass and he pointed to the left. There was no where to go but left. I was right down to the last seat. Got down to the back and there was another cabin crew member. Her eye contact and folded arms made it look like she was ready to throw hands. Not a word of acknowledgement. Just that "I don't want to be here" aura. The flight took off and that when things really amped up. Let me just say that the cabin crew were 95% male and over the age of 50. These guys moved through that plane with a menacing attitude. They had boxes of earphones and showed you the box and tilted their head back to gesture if you wanted a pair. Not once did I see a smile. When they began the drink service they stopped and just looked at you. The drinks were all room temperature and not an ice cube in sight. These 2 guys looked like and acted like Paulie and Silvio. I can only assume the captain looked like Tony or Junior. The food was good. The female cabin crew who was giving me my food literally barked "chicken or pasta". She was like Janice. On disembarking, I felt such relief. This was initially a Lufthansa flight but ended up being an ITA flight. I will never use a carrier who does business with ITA. If God came out of heaven and told me to use ITA well I'm definitely going to hell. Believe every negative review on here about ITA.

Their staff have no idea how to check e-Visa for UK flight and asking each other how to do that. They made us wait for 30 minutes for basic check and we barely made it to the plane. They need proper training for their staff if they want to be Star Alliance member.

Extremely poor experience!! Flight from Athens to Rome was delayed and I had a connecting flight to NY. On landing at Rome, some staff member came up and shoved a boarding pass in my hand and said, “ your flight to NY LEFT. You are on the next flight tomorrow. Didn’t bother to explain anything . I’m a disabled individual with medical needs. Navigating the entire process to get accommodated at a hotel was an absolute horror show !!! Such airlines SHOULD NOT BE IN BUSINESS if they don’t know the basic concept of customer service. Will NEVER TRAVEL with ITA AGAIN !! Absolute clown show !!!

I had a very disappointing experience with ITA Airways and their customer service.

I booked a business class ticket expecting a premium experience, but during the flight I was downgraded due to a faulty seat. While I understand that technical issues can happen, what is unacceptable is how this has been handled afterwards.

It has now been over 6 months, and despite multiple calls and follow-ups, I have still not received a refund or any meaningful resolution. The process has been extremely time-consuming, with no clear communication, no accountability, and no progress.

For an airline positioning itself as a premium carrier, this level of customer service falls far below expectations. A downgrade from business class is a significant issue, and passengers should not have to chase for months to receive what they are entitled to.

I would strongly caution others when booking, particularly for business class, as the after-sales support has been extremely poor.

Company cancelled flight 15 minutes before departure. The alternative flight was not suitable. Still waiting for a refund for the outbound flight 6 weeks later, despite this being a breach of both U.K. and EU law, and for the mandatory compensation. Filing legal papers now to recover these costs.

On the inbound flight the pilot aborted the landing at the last moment. No explanation was given for why he / she did this. A very scary experience for everyone on board. Avoid. Avoid. AVOID.