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Complaints to ITA Airways: How to Get in Touch With Customer Support, Telephones, Email

Written By Joanna Teljeur

Last Updated: September 06, 2024

In 2023, ITA Airways carried almost 15 million passengers to their destinations. The airline, born from a bankrupted Alitalia, gave passengers high hopes that overall travel experiences would improve under new ownership. 

However, things don’t always go according to plan and the airline racked up 29 complaints from UK passengers in 2023. Perhaps no one knows this better than Rocco De Mella of Boca Raton, FL.

I recently flew from Miami to Rome on ITA Airways with my wife. I paid an extra $160 for two upgraded seats. ITA Airways changed the type of aircraft, so we were downgraded to economy class. When we checked in, an ITA Airways representative promised that we would get a refund. He gave us a name and number at ITA Airways to contact. I called but got no answer. I emailed but got no response.

According to the FlightStats 2024 data, ITA hasn’t experienced cancelled flights, though the delayed flights rate is quite high - about 30% of all flights have been delayed, with 12% being late up to 3 hours.  Should you find yourself in a similar situation and need to file ITA Airways complaints, knowing the proper processes and communication channels will make a world of difference. After all, no one should have to wait half a year for a justified resolution.

What Can You File a Complaint About?

Passenger protections and rights can vary depending on where you are travelling. However, there are justifiable reasons why you may need to file a complaint. From denied boarding claims to missed connections, you can make reasonable and justified ITA Airways complaints and seek resolution.

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Know Your Rights as a Passenger

European regulations, particularly (EC) No 261/2004, also offer passenger rights and protections for such cases as flight delays, cancellations or luggage losses. For instance, passengers denied boarding because of overbooking are eligible for compensation. If you meet all check-in requirements and didn’t voluntarily relinquish your seat, you have grounds to file a complaint. 

Step-by-Step Instructions for Filing ITA Airways Complaints

You had a rough go of it on your last flight, and now you want to take action. Fortunately, you can lodge ITA Airways complaints directly on the airlines' official website using their complaint form. 

Here is a step-by-step breakdown of the process.

Step 1. Identify Your Issue

You need to start the process by disclosing what went wrong with your flight. Was it cancelled, delayed, or overbooked? Were you downgraded? Select the option that most closely aligns with your situation.

Step 2. Select Who’s Complaining

Inform ITA Airways whether you’re making the complaint just for yourself or if others are involved. If you're speaking up for someone else, you’ll need to attach a document that proves you have their permission.

Step 3. Fill Out Your Flight Details

You’ll need your booking code, the airline’s code, the flight number, the date, and where you were flying from and to. So, make sure you have those details handy.

Step 4. Fill Out Your Personal Info

To complete this section you’ll need:

• Ticket Number
• Volare Code (optional)
• Surname
• Name
• Email address
• Phone Number
• Country of Residence
• Language.

Step 5. Add More People (optional)

If others are affected, you have the option to add their details. You can add up to five people.

Step 6. Share Your Comments

Use the comment box to give more details about what happened. This is your chance to explain how you were affected by the flight issue.

Step 7. Attach Important Documents

Attach any documents that support your ITA Airways complaint—things like tickets, receipts, or authorization forms.

Step 8. Review, Agree, and Submit

Check that all your information is correct and agree to ITA Airways’ data protection rules and terms of use. This part is important to making everything official.

How to Contact ITA Airways

Connecting with ITA Airways customer support might feel like finding a needle in a haystack, especially after coming across stories like the one mentioned on TripAdvisor:

I have been trying to reach ITA Airways in regards to luggage that was damaged during transport. The online form was completed. After 30 days, I received a message asking me to provide a receipt. The receipt was submitted to the email address provided. The automatic email response said the email was deactivated. For the next week, I called Customer Service, which did not have any answers to the correct email but instead responded to the original email. Once I responded to the original email, the automatic message said the case was closed.

Nevertheless, you have multiple options for contacting ITA Airways customer service for help. If one approach fails, switch to another to make sure the airline resolves your issues.

ITA Airways Phone Numbers

• For complaints or general questions, use: +44 1904 211300
• If you’re calling from Italy or abroad, you can reach the customer centre: +39 06 85960020

ITA Airways Email Addresses

• For refund requests or cancellations, use  bookingschangesrefunds@ita-airways.com
• For lost items or something you may have left onboard, use lostitems@ita-airways.com

ITA Airways Online Complaint Form

If you don’t feel the need to communicate directly with ITA Airways customer service, you can simply use the online complaint form to file your ITA Airways complaints.

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Tips for Interacting with ITA Airways Customer Service

Reaching out to ITA Airways' customer service will be more effective if you're well-prepared. Here’s how you can ensure your interactions are as productive as possible:

• Prepare Your Details: Before you make contact, gather all your travel details—like your flight number, ticket information, and any other relevant documents. Having these handy during your call or email will make the process smoother.
• Select the Best Contact Method: Think about what you need from ITA Airways and how quickly you need it. For urgent matters, a phone call might be best. Use email for more detailed queries or if you want to develop a paper trail.
• Communicate Clearly: Clearly and succinctly describe your issue. The more precise you are, the easier it is for the customer service rep to understand and help you.
• Keep Records of Interactions: Keep track of all your interactions with ITA Airways' customer service. Note the dates, the names of any representatives you speak with, and what was discussed.

Keeping accurate records can be very helpful if you need to escalate your issue or refer back to the conversation later.

How to Escalate the Issue if ITA Airways Doesn't Respond

ENAC is the go-to authority for enforcing regulation 261 for ITA Airways. If you feel that the response to your complaint doesn't line up with the rules of the regulation, you can take it up with ENAC by registering or logging in with your credentials and filling out their online form. 

You can escalate your complaint to ENAC if the issue happened at an Italian airport, on any flight leaving from an Italian airport (no matter which airline is operating it), or on flights arriving at an Italian airport if they’re operated by an EU carrier.

Frequently Asked Questions