Review Time
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.
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.
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..
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.
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.
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!!!
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 AirwaysITA 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.
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