ita-airways.com Reviews 

Extortionate baggage fees due to technical glitch - $687 for a bag!

Crew members are very arrogant, ignorant and their attitude is horrendous

We traveled with ITA for the first and last time in July 2025 to Malian, the way they treat you & the bad service received by this airline is endless , so we’ll start at our departure Airport London city.
It took 45 minutes to check in as there was only one member of staff at the desk and when we finally arrived at the desk there wasn’t the slightest apology. That should have rung alarm bells, but hey give them the benefit of doubt.

The flight out was in itself very average and Now starts the fun and games.

Our flight from Milan Linate was delayed, I do not know why and then shortly before landing we were advised that the flight was being diverted to London Gatwick as apparently London City (our arrival airport) was closed! This appears not to be true, we checked this fact via both their website and at the airport when we finally arrived there 4 hours later to retrieve our car!

I was disgusted to receive no information on arrangements to transfer us to LCY, there were no announcements on the flight, no staff in the baggage hall, no staff in the departure area and customer service agents were unable to help when we called your office (apparently because the flight had flown).It is funny how you can email to advise my boarding gate but cannot email to explain what we should do in such circumstances or even offer an apology! We also spoke to the service centre at Gatwick airport and they too were unable to provide any assistance.

We had to take 3 different trains in order to get to LCY at our own expense. We also had to navigate the London transport system on a very busy Saturday with 2 suitcases - this is not easy!

Since July we have been trying to claim our travel expenses to get back to London city firstly directly with the airline, who have ignored our emails or fobbed us off with various stories and excuses ranging from bad weather causing divert, flight was not diverted and landed at the correct airport ( London city ) , flight was cancelled etc etc. obviously using the big book of excuses…

Then after involving the civil aviation authority, ITA eventually answered there emails saying that they had contacted us about the payment, another fabrication.

It’s now February and we’ve received a email from the civil Aviation Authority stating that ITA are now ignoring them and as such they are giving up on our claim.

The moral of this horrendous experience with ITA is clearly avoid like the plaque, and don’t give this despicable airline a penny of your hard earned cash, or don’t give them the benefit of doubt..

I booked an international trip in premium economy class. A week prior to departure, I could not access my itinerary. I was advised that their website was being rebuilt. When the website became operational again, it did not show my outbound flights. I called the airline three times daily everyday before they confirmed my itinerary only 2 days prior to departure. Although I requested vegetarian meals a month ahead of time, all my special requests disappeared and I had to without food flights of 10-13 hours each. The flight attendants were rude and condescending. The first of my two inbound flights arrived late in Rome airport. With only 15 minutes before departure of the connecting flight to LAX, I had to run through the airport, go through inefficient security, and reach a different terminal. The gate staff were of no help in communicating with the gate staff of the next flight. The airline customer service desk offered no help. There was no cart to take me to the next gate which was far away. When we landed in LAX, my checked bag did not arrive. The all-Korean ITA airways' baggage support staff spoke very poor English. We were told our delayed baggage would arrive the next day, but it took 3 days before our bags were delivered. Finally, although I requested frequent flier miles on partner airline United, no miles were credited.

Absolutely terrible. Not only is the infight service poor and food inedible , this last experience just ruined it indefinitely to not take this airline anymore. My flight landed later and the crew said to rush to our connecting flights. I still had to do passport control and I am pregnant but they lacked communication to the connecting flight so I and others missed our flight. Their schedule was more important than communicating effectively

Very very bad experience.
We bought tickets 5 months ago to go to Milano for the Winter Olympics and our flight was cancelled one week before the departure. They proposed to replace with one the day after but we would miss our OG event… the refund was available but 200€ cheaper than the other flights. No kindness, no commercial gesture, no empathy. They ruined our organization and did not feel bad about it. I strongly recommend to avoid this bad company.

Damaged luggage! Came back with 3 wheels and no zip and they make it so hard for you to complain, I've given up. I'm 5ft 9in and spent the flight with my knees rubbing on the back of the seat in front of me! Talk about packed in like sardines! It makes Ryanair look like Business Class

Staff where friendly but the rest overshadowed this hence the rating unfortunately.

Absolutely horrible experience! I got food poisoning the night before I was supposed to go to Europe and I called them eight hours before my flight took off to tell them that I will not be able to make it and they told me to procure a doctors note within seven days which I did from an urgent care, which they later on said they did not accept and I need one from a public hospital. After procuring another one from a hospital that I confirmed with one of their associates, they reached out to me three weeks later saying it wasn’t valid. I in turn did not receive my refund. Customer service was also terrible and took forever to get a hold of them.

I purchased an online seat upgrade offered by ITA Airways.
At boarding, I was informed that I had been downgraded and moved to the back of the aircraft because the plane had supposedly been changed (which was not true) and for weight balance reasons (more plausible).

The journey in the back seats was uncomfortable. I therefore requested a refund of the amount paid.

Customer service redirected me to the website without explaining exactly where to go.

I eventually found the relevant page myself, only to discover that the issue was supposedly handled by the contact center.

Obviously, the contact center is not the appropriate authority to deal with such a request.

Conclusion: never again with ITA Airways, and I do not thank them for the assistance received

Even before I take my flight, I am frightened by their customer service. I have been scolded. Disconnected twice. Told three different things by three different people, only on the third try, to get a simple change in cities, was I told no problem, no charge. Then put on hold. Ha! When the agent came back on, he said there would be a charge. But, but, but... not his problem---mine now! Now I was told there is no credit for the seat charge for the seat I am not sitting in. I have to pay for a new seat on the changed departure. Look, they are scary, but I am booked, and I will see if I can give the airline a better review. Apparently, from all the bad reviews, ITA had better do someting or their brand will be as worthless as an old Lira.

They Didn’t deliver my luggage. Waiting for 4 days, while sending them messages and they just tell me they can’t do anything about it…
They left my luggage on the runway, I sent them screenshots where it is at (have AirTag)
But they ignore it!
Awful service!!!

We had a flight Sao Paulo - Istambul with stop in Rome. The first way to Istambul was fine, even though we could not do check-in for the second flight because it was run by turkish airlines and no code or ticket number was provided. But the return flights were a big mess because the check in needed to be done via Turkish Airlines. There was no communication between Ita Airlines and Turkish Airlines. We were not able to do online check-in. At IST airport nobody could find our tickets. It caused a lot of stress. On top of having to run due to the airline's delay, the luggage was not sent to the final destination (Sao Paulo). It stayed in Rome. Ita Airways offered a horrible experience to all of us (6 people with connected reservations). I hope that in the future you will improve the communication between airlines.

Desidero esprimere il mio più sincero apprezzamento per l’elevata qualità del servizio offerto durante il volo delle 11:20 da Napoli a Roma.

L’equipaggio si è distinto per professionalità, competenza e cortesia, contribuendo a rendere il viaggio particolarmente piacevole, con un atterraggio impeccabile. Un ringraziamento speciale va inoltre alla sensibilità e all’attenzione dimostrate nei confronti di mio figlio, un ragazzo con disabilità, al quale è stata offerta la possibilità di entrare in cabina di pilotaggio: un gesto di grande valore umano e inclusivo.

Complimenti a tutto il personale per l’eccellenza e la cura del servizio I would like to express my sincere appreciation for the high quality of service provided during the 11:20 flight from Naples to Rome.

The crew stood out for their professionalism, competence, and courtesy, making the journey particularly pleasant, with an impeccable landing. Special thanks are also due for the sensitivity and care shown toward my son, a young person with a disability, who was kindly given the opportunity to visit the cockpit—an inclusive and meaningful gesture of great human value.

Congratulations to the entire team for their excellence and dedication to passenger care..

I booked a Business Class flight from Rome to Bangkok.

I was appalled that they wanted to charge me 139€ to change my allocated seat.

I've never known any other airline charge Business Class customers for a seat selection.

Outrageous.

Food poisoning with their lasagna in the flight from Rio de Janeiro to Rome, had to sit out the last hours for this flight and my connection to Amsterdam with fever, diarrhea and puking. Didn’t eat anything else that flight or before, it was obviously their food. Made my flight a hell.

They changed my flight from 7 pm to 11:25 am. I was sick and hospitalised when they sent the email. I have just discovered that it has been changed (less than five days ago). I tried to contact support. Whenever someone answers in Italian, I ask if they speak English. They start to say yes and hello, but then pretend not to hear me. I called several times because I had a bad experience using the change link they sent via email. I trusted that support could help, but as nobody answered, I ended up going through the change link. It said 'Confirm your data'. I clicked on 'Confirm', but unexpectedly, the new screen went to the last step, which said that the flight had been confirmed. I received a message saying that multiple destinations could not be changed online. So, here is a summary:
*They sent me a link knowing that I couldn't change my flight.
*They scammed me into confirming the flight by clicking 'Confirm' to confirm my data.
*They skipped the full steps and gave me an error message telling me to contact support.

Now, after the flight has been fraudulently confirmed, support has finally decided to answer and tell me:

*It is my mistake as I confirmed the flight; the only option is to pay to change the flight.
*The change option has expired and it is too late to change (the email doesn't show an expiry date nor the link).
*You cannot speak to a manager and the complaints manager will reply within two weeks.

So they send a link that they know it will jot work for me, they scammed me to confirm the flight then they ask me to pay more money to change the flight

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 .