ita-airways.com Reviews 

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.

Avoid this company at all costs.
I've been 3 years already with court procedures with them.
I hope they go bankrupt as soon as possible. Services they offer have no right to exist.

Consistently dirty tray tables and seats, delays, unhealthy and lack of choice with regards to food being served on flight. I fly regularly to London from Milan but BA is by far superior

AVOID ITA AIRWAYS! Even as a Lufthansa Senator they treat you like shit. Do not care about European Flight Rights and lie to your face!

This airline is deliberately putting up obstacles to prevent you from exercising your rights. In complete violation of EU Directive 261/2004, which requires rebooking you "as soon as possible," it limits this possibility to its own flights or those of the Lufthansa Group, but only if the same fare bucket is available. This is ILLEGAL. To claim the compensation you are entitled to, you must use a form on their website: no email address, no phone number. This is ILLEGAL. And their web claim form generates error codes every time, even if you enter the information carefully. This is a MAFIA-like practice! They should have gone bankrupt, and the regulatory authorities should impose enormous fines on them

Absolutely no issues!
Travelled with my wife London City to Rome and then Rome to Athens. I only read the reviews here after booking my tickets so was quite apprehensive. However both flights were punctual to the minute, checked bags arrived as expected and check in was swift and polite.
Overall a great experience.
I noted a few complaints here about old planes, checking the models ours were all 2020 on wards, in one plane the seats were coloured cream and did look a bit grubby, wrong choice of colour.

I have used this airline twice on 2 different trips and both times the flight was cancelled while I was at the airport. They offered no assistance in trying to find another flight. I almost missed my ship and had to pay exorbitant prices at the last minute. I never write comments but I just need to warn you about booking this airline

I’m genuinely disappointed with ITA Airways. At boarding, I was forced to check my carry-on bag, even though there were multiple backpacks already in the overhead bins — which are supposed to be personal items. When I politely questioned this, the staff member gave me attitude and was outright rude.

The whole experience was frustrating, unprofessional, and felt completely unfair. If ITA wants to call itself a national airline, it needs to train its crew to treat passengers with respect and consistency. This flight has been nothing but stress and poor customer service

I cancelled my fully flexible booking on 18.09.2025,I received a refund notice automatically for the full amount (lesss ome cents ITA AIRWAYs forgot on the way but no problem at the time).

15 days afterwards, no sign of the refund (in 2025 banking modernity a EU bank transfer takes less than a second to be remitted on the beneficairy account). I was asked to wait since it can take up to 30 days to see the credit.

Now 1 months and 10 days since refund was confirmed: still no sign of a reimbursement. I called again. Poor client service that now again confirms the refund but ask me to wait since it can take up to 90 days for the credit to show on my account...

This is pure lie and only shows that this ITA Airways is gonna bankrupt as fast as its predecessors if it needs to keep reimbursements for up to 3 months to be viable.

Shame on you ITA AIRWAYS and of course, I will go back in not even considering this poor carrier...

Bottom budget, bottom service, bottom food, bottom airplane quality.

I gave one star because I could not give less. Never seen a customer care closer to a con than this. I bought the ticket, the money left my account, but I never received the ticket. I tried the phone assistance, the email, no response. I drove to the airport, spoke to the counter, they cannot find the ticket. But the payment has been accepted.

ITA Airways is not a very customer friendly or customer sensitive airline. I asked if I could get on an earlier flight so not to risk the chance to miss my connection in Rome and they proceeded to tell me I needed to redo the flight at double the cost of the original flight. We got to Rome with an over 20 minute delay and I literally had to sprint to make my connection, spraining my ankle in the meantime...I was the last one on board. This is simply pathetic. I will avoid flying ITA Airways!
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Our recent trip with ITA Airways was a complete disaster.
Our flight from Bari to Genoa (via Rome) on September 5, 2025 was delayed by over an hour, causing us to miss our connecting flight to Genoa. The airline rebooked us on a much later flight that arrived close to midnight — a full day lost.

To make matters worse, our checked luggage never arrived in Genoa and got stuck in Rome for several days. I filed a baggage delay claim explaining that the delay in submission was due to a personal medical situation, but ITA flatly denied it, showing no empathy or flexibility whatsoever.

The entire customer service process felt bureaucratic, cold, and uncaring. No real human support, just template replies and excuses. After years of flying in Europe, this has been the worst airline experience I’ve ever had.

Between delays, lost luggage, and lack of accountability, I will never fly ITA Airways again and I strongly suggest others avoid them if reliability and basic decency matter to you.

This is the first time in 2 decades that I've ever had trouble sleeping on a plane. Seats are uncomfortable, planes are a bit outdated, departure was delayed an hour, and food is mediocre. I can't even really pinpoint why i had trouble sleeping on an 8 hour flight, but overall it was a negative vibe. Would never book with ITA in the future

I recently travelled from Rome to Thessaloniki with a connection in Athens. My first flight, operated by ITA Airways from Rome to Athens, was delayed by over an hour without clear communication from the airline staff. Once boarding was finally completed, the aircraft began pushing back from the gate while several passengers were still standing in the aisle trying to store their luggage and take their seats. At no point was a proper safety announcement made before take-off, which was both concerning and unprofessional.

Due to the delay, we arrived late for our connecting flight to Thessaloniki with Sky Express. ITA Airways staff assured us that our checked baggage would be transferred and placed on our connecting Sky Express flight. However, upon arrival in Thessaloniki, our luggage was not on board, leaving us without our belongings for an entire day.

The overall experience was stressful, disorganized, and disappointing. I expected a much higher standard of communication, passenger safety, and baggage handling from both ITA Airways and its partner airline. I hope both carriers take steps to improve coordination between flights and ensure that passengers are treated with greater care and professionalism in the future.