ita-airways.com Reviews 

Be aware families with children over 11 years old. ITA Airways will assign random seat assignments for minor children traveling with parents if the child is 12 years old or older. Only purchasing seats in advance (20 Euro or more per seat) will guarantee families will be seated together. Complete money grab, scam. Do not recommend unless you are budgeting the extra for your flights with ITA.

The aircrafts are very dirty. On both of our flights there was a constant issue with luggage and continuous pressure for us to check in our bags. I choose to travel with a small cabin bag because I carry equipment of great value and I do not want to check it in. Despite this, there was strong pressure for me to hand over my bag on both flights, and on the second flight you forced us to open our suitcases and remove our equipment right outside the aircraft door.
The aircraft clearly had space for luggage, but instead you chose to place jackets there or leave space unused in many cases. This seems to be your policy, as we had received an email two days earlier.
Also, on the return flight, even though we had checked in online, our electronic boarding pass disappeared and we were instructed to go to the counter to issue it again. Under no circumstances do I want to waste my time at a counter before every flight.
Your flights were a terrible experienc

Had a great experience.

Left on time, prompt service. Selection of drinks and snacks, which were pleasant. Can't fault them and would use again.

(London city airport to Rome)

I had to cancel 2 flights on ITA due to an accident at the end of 9/2025. I was OFFERED credit for unused airport tax dollars totaling $536 and was told credit would be rendered back to my credit card within 3 mos. If I didn't receive the credit I was told to call csr svc. Since that time I've called 6 times & been told something different each time. Needless to say I haven't received my money & today - almost 6 mos later - I was told 1 ticket # can't be found & will be pending investigation & that the other credit needs to be handled via int'l wire transfer at my expense.

Please avoid this airline at all costs. The agents were polite but they have no authority & it's obvious that the higher-ups care nothing about customer service.

Hello, I was extremely disappointed with my first experience with ita-airways.
I had a connecting flight Paris-Rome-Dubai. At the check-in in Paris stuff forced me to give away cabin luggage. They don’t care that my ticket provides cabin luggage, they don’t care that inside the bag are documents and a laptop which cannot be given away. They simply against people travelling for work. The stuff is very rude and just wants to spoil the trip and give hard times. They lied to me to the face that the flight is full, while when I boarded the plain the whole Buisness class was empty. I was sitting on the first row just behind Buisness and near me were 3 empty sits… at the check in I asked to speak with the director. I was very surprised, the attitude was even worse. She was wearing a falling wig and had her eyebrows drawn dark black thick lines: Very vulgar and surprising look for an Italian company. She refused to introduce herself and she didn’t have a badge with her name and a last name for the references been on the work place. I have never seen anything like this before… very unprofessional, neglectful approach.

ITA postponed the flight to Milan by 1 hour 10 minutes, which gave me a problem with ongoing transport connections. However, when I looked on line they had another flight that was only 20 minutes after my original booked time. They said that they could switch me to this flight, but they would charge me £178 for "changing" my flight to the time I'd booked..!
I said this was theft, and they could do this again and again and again. They said it was their policy.
Complete vagabonds and rogues.

My experience with ITA Airways was extremely disappointing from start to finish.

First, my baggage was damaged upon arrival. While the airline apologized in writing, they ultimately denied my compensation claim because I did not obtain a Damage Property Report before leaving the airport. There was no clear or proactive guidance provided at arrival about this requirement. Instead of taking accountability, they relied on policy technicalities to dismiss responsibility.

The onboard experience was equally frustrating. I asked for a coffee and was told to “stand by,” but it never arrived. There was no follow-up or acknowledgment. The cabin crew seemed rude, argued openly among themselves, and appeared uninterested in serving passengers. The atmosphere felt unprofessional.

As a flagship airline, ITA Airways should also improve basic amenities. The internet service needs serious improvement, and there should at least be functioning electronic charging ports available. These are standard expectations in today’s travel environment.

Between the baggage issue, poor service, and lack of modern amenities, this experience fell far below expectations. I hope the airline takes accountability and works on improving both customer service and onboard standards.

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..