ita-airways.com Reviews 

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.

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