ITA Airways complaints: comments, page 3
307 comments
Rhedcia K
Verified | May 6, 2026
Rome-Rio De Janeiro
Economy
I would like to point out that my luggage arrived late and damaged while I traveled especially to celebrate my birthday. I had to buy new clothes urgently, which ruined my special day. I demand compensation commensurate with the inconvenience caused.
- Rome-Rio De Janeiro
- Economy
Shubham A
Verified | May 3, 2026Delhi-New York
Economy
My checked-in luggage was mishandled during transit and did not arrive at my destination on time. As a result, I was left without essential personal items, including clothing and undergarments, for an extended period. This caused significant inconvenience, especially as I had scheduled business meetings and commitments shortly after arrival. Due to the delay, I had to purchase necessary replacement items such as t shirts, jeans, jacket and underwear to manage immediate needs. These were essential purchases, not discretionary, made solely because my baggage was unavailable. Additionally, there was limited communication and clarity on the delivery timeline of my luggage, which further added to the inconvenience and uncertainty. I request reimbursement for the expenses incurred as a direct result of this mishandling.
- Delhi-New York
- Economy
Sanjai K
Verified | Apr 26, 2026Rome-Paris
Business
Terrible customer support and a mismanagement of team who misplaced my luggage and not even supporting for ang update where is my luggage.
Terrible customer support and a mismanagement of team who misplaced my luggage and not even supporting for ang update where is my luggage.Overall
Poor Management of luggage team who misplaced by luggage
Nothing only negative
- Rome-Paris
- Business
Camelia C
Verified | Apr 20, 2026Genoa-Doha
Economy
No reason given
They cancelled our flights for 2 persons,without no reason, genova doha ,doha genova with 2 stops in rome and abu dhabi from 19 april go and came back 1 of may They refuse to refund the 300 euro we payed in january when we book the flights, they never answer the phone, only a robot answer that say to me we are eligibile for the 300 euro we payed extra, they still refuse to refund our money. A disaster company first and last time . We need help with this problem.- Genoa-Doha
- Economy
Emine Alexandra B
Verified | Apr 12, 2026Rome-Toronto
Economy
Technical problems
I had a flight from Rome to Toronto on 13th of April, I live in Bologna and had a bus to arrive to Rome at the night of 12th of April. I have received an email from ITA Airways on 10th of April at 19.18 that my flight was cancelled and they provided me a new option that is completely different than the original flight because the original flight was a direct one while in the other I had to make a stop and moreover the flight date was changed and was scheduled to a day earlier. There was no chance I could have arranged myself to take this new plane. Due to this inconvenient change I couldnβt fly to Canada and since I couldnβt go there I wonβt be able to use to return ticket. I request either a change in my outbound flight from ITA Airways with the original conditions or I want the refund for both of the flights.- Rome-Toronto
- Economy
Geraldine W
Verified | Apr 5, 2026Brussels-Rio De Janeiro
Economy
Upon my arrival in Rio de Janeiro on March 28, 2026 at approximately 6:00 a.m., my checked baggage did not arrive with me. I was informed shortly thereafter that my luggage had been left behind in Rome, my layover location. This constitutes a delayed baggage incident for which the airline is responsible. At the airport, I promptly reported the issue and was issued a Property Irregularity Report (PIR), confirming the delay and initiating the tracing process. The details are as follows: File Reference Number: GIGAZ21232 File Type: Delayed Bag Number of Bags: 1 Controlling Station: GIG (Rio de Janeiro) Creation Date: March 28, 2026 at 09:45 GMT Tracing Status: Suspended File Status: Suspended Destination: Rio de Janeiro (arrival date March 28, 2026) My baggage was delivered only on March 29, 2026 in the afternoon, more than 24 hours after my arrival. During this period, I was completely deprived of access to my personal belongings, including essential items such as clothing, toiletries, and other necessities. As a direct and unavoidable consequence of this delay, I was required to make reasonable and necessary purchases to meet basic needs, including hygiene and appropriate attire. These expenses were incurred solely due to the airlineβs failure to deliver my baggage on time. All purchases were proportionate and in line with what is considered reasonable under international air passenger rights frameworks (including the Montreal Convention). I am therefore requesting full reimbursement of these necessary expenses, supported by the attached receipts.
- Brussels-Rio De Janeiro
- Economy
Thaise L
Verified | Apr 5, 2026Rome-Sao Paulo
Economy
Flight delayed from Italy to Brazil
Dear Sir or Madam, I am writing to request compensation under EU Regulation 261/2004 for a delayed flight. Flight number: AZ674 Route: Italy to Brazil Original departure time: 22:10 Actual departure time: 02:50 Due to this delay, I arrived at my final destination with a delay exceeding 3 hours. During the delay, I was provided with a β¬15 voucher as assistance but it was not enough and I had to spend from my pocket for food. However, this does not constitute the compensation required under EU Regulation 261/2004. Therefore, I kindly request compensation of β¬600, as applicable for long-haul flights exceeding 3,500 km. Please find attached my boarding pass and any supporting documents. I look forward to your response within a reasonable timeframe. Kind regards, Thaise Lemos Jupiter de Oliveira +371 2945 7885 t.jupiter@betby.comOverall
- There was no costumer to explain anything, everyone was super rude and didn't give any proper assistance
- Rome-Sao Paulo
- Economy
Rose C
Verified | Apr 2, 2026Economy
awful customer service, rude
i booked a flight for myself and my mom and since i booked my mom had a severe stroke and not is unbale to travel. I tried to call customer service which was of no help and when i asked to speak to a supervisor , the agent hung up on me i have a doctors note to state that my mom cannot fly. i just want a credit or refund i want to have a chance to see what other options i have .............................................................Overall
- poor phone customer sevice
- Economy
- Loss: β¬1300
- Desired solution
Refund
Mary Jane C
Verified | Mar 29, 2026Los Angeles-Florence
Economy
Myself and my travel agent have filed this claim already and nobody has reached out to settle this. Please reach out to me to get this settled asap.
- Los Angeles-Florence
- Economy
William R
Verified | Mar 18, 2026Sao Paulo-Schonefeld
Economy
Problems at airport
I had a flight from GRU to BER with connections in FCO and MUC. There was a delay in Rome - I was told due to refueling - which delayed the flight and made me miss my connection in Munich. This resulted in over a 3 hour delay, arriving to my final destination 4.5 hours past the original time.- Sao Paulo-Schonefeld
- Economy
Eliran Z
Verified | Mar 13, 2026Rome-Rio De Janeiro
Economy
Flight delay of approximately 12 hours
Dear ITA Airways Customer Relations, My name is Moti Zisman. I purchased tickets through your airline for my son, Eliran Zisman, for a round-trip flight from Tel Aviv to Rio de Janeiro via Rome. I would like to submit a formal complaint and compensation request regarding flight AZ672. Passenger: Eliran Zisman Flight number: AZ672 Route: Rome (FCO) β Rio de Janeiro (GIG) Date: 19 February 2026 Scheduled departure: 22:30 from Rome Scheduled arrival: 06:40 in Rio de Janeiro (20 February) The flight was significantly delayed and eventually departed only on 21 February at approximately 10:30 AM (Italy time), resulting in a delay of about 12 hours. During the delay the passenger received almost no assistance. He was provided with a hotel for only about three hours and did not receive proper meals or refreshments during the long delay. According to EU Regulation EC 261/2004, passengers on flights longer than 3,500 km with an arrival delay exceeding three hours are entitled to compensation of β¬600. Therefore, I kindly request compensation of β¬600 for passenger Eliran Zisman. In addition, I would appreciate clarification regarding the cancellation of flight AZ806 from Rome to Tel Aviv, for which a refund request has already been submitted. Please confirm receipt of this claim and inform me about the compensation payment procedure. Kind regards, Moti Zisman Email: moti060176@gmail.com Phone: 972-52-6158181Overall
- Delay of 12 hours!!
- Good Food
- Rome-Rio De Janeiro
- Economy
- Desired solution
Mohamed M
Verified | Mar 5, 2026Cairo-Alma-ata
Economy
I arrived at the airport on time; however, I was denied boarding at Cairo Airport for the Saudi flight. I was issued an email confirming the denial in order to protect my rights.
- Cairo-Alma-ata
- Economy
Johannes Cornelis B
Verified | Mar 3, 2026Rio De Janeiro-Amsterdam
Economy
Problems at airport
Apparently someone was sick on our plane in Rio, delaying the departure of our flight AZ673 on Feb. 25. Because of that we missed our connecting flight AZ108 the next morning Feb. 26 in Rome to Amsterdam. We were put on another ITA Airways flight AZ110 later that day. However, that wasn't the first available flight to Amsterdam from FCO airport. For example, there was an earlier KLM flight with available seats, I checked it on their site. Also, we were not given any vouchers for refreshments, food, accomodation or any other kind of help or compensation, despite now having to wait another four hours at the airport with a three year old child. In total we arrived about six hours later in Amsterdam than our original schedule.- Rio De Janeiro-Amsterdam
- Economy
ΞΟ ΟΡβια Ξ
Verified | Feb 25, 2026Naples-Brindisi
Economy
No reason given
THE FIRST FLIGHT FROM NAPLES TO ROME WAS DELAYED, SO I MISSED MY CONNECTING FLIGHT WITH THE SAME AIRLINE COMPANY FROM ROME TO BRINDISI AND ARRIVED TO MY FINAL DESTINATION AT 23.45 AT NIGHT. IN ROME THEY GAVE ME MY NEW TICKET, BUT I HAD TO STAY AT THE AIRPORT FOR MORE THAN 5 HOURS TO CATCH THE NEXT FLIGHT. IT WAS HORRIBLE. THEY ONLY GAVE ME 15 EUROS AS A COUPON. IT WAS A NIGHTMARE.- Naples-Brindisi
- Economy
Anonymous member
Verified | Feb 20, 2026Rome-Rio De Janeiro
Economy
Atendimento pΓ©ssimo apΓ³s o cancelamento do voo.
I am a passenger of flight AZ672, originally scheduled for 19 February 2026, on the route Rome (FCO) β Rio de Janeiro (GIG). I hereby formally request the issuance of a written and detailed declaration concerning the cancellation of the above-mentioned flight, that the declaration expressly includes: 1) Formal confirmation that the flight was cancelled; 2) A precise and technical description of the reason for the cancellation; 3) The exact time at which the decision to cancel the flight was made; 4) Clarification as to whether the event is being classified as an βextraordinary circumstanceβ within the meaning of Regulation (EC) No. 261/2004; 5) Details of the re-routing or rebooking offered, including times and conditions. Please be advised that no prior adequate notification of the cancellation was provided to me. I did not receive any communication via e-mail or other registered contact method regarding the cancellation or subsequent rebooking. Furthermore, the following circumstances occurred: (i) Lack of clear and timely information at the airport regarding the status of the flight. Cancellation occurred by midnight. I arrived in Rome from Tokyo around 9PM and it was already indicated the time ETD was 0:30h; (ii) Delay exceeding two hours before transportation to the designated hotel (Hotel Villa Pamphili) was made available - I waited until 2 AM unsuccessfully, and then gave up and stayed at the airport; (iii) Absolute failure to provide proactive communication to passengers regarding rebooking arrangements and assistance measures required under applicable regulations; (iv) Lack of information by e-mail on the new flight that is supposed to leave Rome at 10 AM this morning. Such circumstances may constitute a breach of the carrierβs duties of information, assistance, and proper performance under Regulation (EC) No. 261/2004, as well as under general principles governing contractual liability in air transport. The requested documentation is necessary for the purpose of assessing potential claims for compensation and any further administrative and/or judicial measures that may be pursued. I kindly request a written response within a reasonable time frame, to be sent to the email address indicated in this form (felipe.ferreirapinheiro@gmail.com), with confirmation of receipt of this correspondence. Yours faithfully, Felipe Ferreira Pinheiro Passport number: SC014227 Telephone: +5521 988546310 Email: felipe.ferreirapinheiro@gmail.comOverall
- Mau atendimento
- Rome-Rio De Janeiro
- Economy
- Desired solution
Silvia M
Verified | Jan 24, 2026Catania-Split
Economy
This claim arises from the mistreatment we experienced by the airline Croatia Airlines during the operation of our flight, as well as from the poor handling of our baggage. The airline failed to provide any information or visibility regarding our luggage, which contained essential medications. We are an elderly couple, aged between 64 and 70 years old, which further aggravated the situation. The affected baggage consisted of two large suitcases and two carry-on bags, which we were forced to check in at the time of check-in without our consent. We are residents and citizens of Argentina. The claim was submitted a few days after our arrival in Argentina, as we did not have access to electronic means prior to that. Despite having initiated the claim via email, the airline refuses to provide compensation, arguing that the formal request was uploaded only a few days after our arrival at our final destination in Argentina. PIR was made at the airport in person the same day that the baggges didnt arrive Split.
- Catania-Split
- Economy
Dan C
Verified | Jan 22, 2026Nice-Venice
Economy
No reason given
Even with the delay from Nice to Rome, we landed 30 min earlier than our next flight. Still ITA Airways decided to move us to another flight for the next day at noon. The desk clerk in Rome lied to us saying the connecting flight was cancelled due to bad weather. We later found out that there was another flight the same day at night, and another one the next day in the morning. Because of this I lost the hotel reservation in Venice. January 7 was my wife's birthday and these idiots ruined our entire celebration. And they refuse to cover anything.- Nice-Venice
- Economy
Zakia K
Verified | Jan 18, 2026Dhaka-Toronto
Economy
I have bought many things that have emotional value. Such as some sarees that I desired to buy for a long time. It's been 7 years since I have been back at my homeland. It is extremely disappointing to know that I have lost the items that I have bought with the hope of cherishing it for the rest of my life. After my luggage was not given back to me, I immediately filed a complaint. But there was barely contact and cooperation from Saudia. It was May 23 2025 that Saudia told us they would give the money back if we filled out a form. I filled it out hoping I would get my money back soon. But it's been right months since I filled the form. I still haven't got my money back. I even gave them bank information like they asked. I am absolutely shocked by their terrible service. I will never use this airlines ever again.
- Dhaka-Toronto
- Economy
Alessia G
Verified | Jan 9, 2026Dubai-Toronto
Economy
No reason given
This claim concerns ITA Airways flight AZ650 from Rome (FCO) to Toronto (YYZ) on 01 August 2025, booked as part of a through itinerary DubaiβRomeβToronto. The flight arrived at the final destination with a delay exceeding 3 hours. The reason provided by the airline was βoperational/technical reasonsβ. Both passengers contacted ITA Airways directly multiple times requesting EU Regulation 261/2004 compensation. ITA acknowledged the delay but only offered a reduced compensation, which was disputed. A formal complaint was subsequently filed with ENAC (Italian National Enforcement Body). ENAC confirmed the delay and eligibility for compensation but the airline has failed to proceed with payment or provide any further response. There are two passengers on the same disrupted flight, booked under separate airline booking references (PNRs): β Carlo Bongiovanni β PNR: 239QHY β Ticket number: 055-7290963268 β Alessia Gaglio β PNR: 23B7E9 β Ticket number: 055-7290963288 Both passengers travelled on the same flight AZ650 on the same date and experienced the same delay. The airline has ignored follow-up correspondence for several months, which is why this claim is now being handled via a third-party enforcement service.- Dubai-Toronto
- Economy
Carlo B
Verified | Jan 9, 2026Dubai-Toronto
Economy
Claim escalated to airline
No reason given
This claim concerns ITA Airways flight AZ650 from Rome (FCO) to Toronto (YYZ) on 01 August 2025, booked as part of a through itinerary DubaiβRomeβToronto. The flight arrived at the final destination with a delay exceeding 3 hours. The reason provided by the airline was βoperational/technical reasonsβ. Both passengers contacted ITA Airways directly multiple times requesting EU Regulation 261/2004 compensation. ITA acknowledged the delay but only offered a reduced compensation, which was disputed. A formal complaint was subsequently filed with ENAC (Italian National Enforcement Body). ENAC confirmed the delay and eligibility for compensation but the airline has failed to proceed with payment or provide any further response. There are two passengers on the same disrupted flight, booked under separate airline booking references (PNRs): β Carlo Bongiovanni β PNR: 239QHY β Ticket number: 055-7290963268 β Alessia Gaglio β PNR: 23B7E9 β Ticket number: 055-7290963288 Both passengers travelled on the same flight AZ650 on the same date and experienced the same delay. The airline has ignored follow-up correspondence for several months, which is why this claim is now being handled via a third-party enforcement service.- Dubai-Toronto
- Economy
- Claim escalated to airline
Jurre H
Verified | Jan 6, 2026Tunis-Amsterdam
Economy
Claim escalated to airline
No reason given
In Roma I have called your custom desk. They told me to go to the ITA desk (1, 2 or 3) at the airport. I went to the desk. There they could not give me any answer on what to do. Also they could not give me any vouchers for hotel or another flight. Furthermore they could not give me any answer on my question why other flights from Rome to Amsterdam were not cancelled. Due to work obligations, and not any assistance from ITA in Roma, I decided to try to go to Holland by train. In the end I arrived in Amsterdam, 5th of January 6.30 PM. I have missed one working day, which has costed me 660 euro (8x82,5). BR Jurre Hermanides- Tunis-Amsterdam
- Economy
- Claim escalated to airline
TΓ nia V
Verified | Jan 3, 2026Ronchi De Legionari-Rome
Economy
Perdida de vuelo por culpa de un retraso de la compaΓ±Γa
I am writing to express my dissatisfaction with the service regarding my flight from Trieste to Barcelona, with a connecting flight in Rome, scheduled on 1 January. I am writing to submit a claim for compensation due to the delay and missed connection affecting myself and three additional passengers. Flight details: - Flight 1: Trieste β Rome - Scheduled departure: 19:15 - Scheduled arrival: 20:25 - Flight code: AZ1364 Flight 2: Rome β Barcelona - Scheduled departure: 21:25 - Scheduled arrival: 23:15 - Flight code: AZ78 Booking reference: 77KKFP Circumstances: I would like to emphasize that this was a single booking, from Trieste to Barcelona, and that the connection in Rome was assigned by the airline. The first flight, from Trieste to Rome, was delayed by 1 hour and 20 minutes, causing us to miss the connecting flight to Barcelona. As a result, we had to spend the night in Rome and fly the following day, causing a delay of nearly a full day compared to our original schedule. Although the airline provided accommodation and a replacement flight the next day, I consider it unacceptable to endure such a delay and the resulting inconvenience, which could have been avoided if the first flight had departed on time. The claim is for four passengers in total. Unfortunately, the website would not allow me to enter the details of the other three passengers, but I am attaching their electronic ticket numbers so that the airline can take them into account when processing the claim. I am submitting this claim for compensation, as I was directly affected by the delay and the missed connection. I request that the airline take responsibility and provide the appropriate compensation in accordance with applicable passenger rights regulations. I am attaching supporting documents, including: Proof of the delay of the first flight A photo of the reissued ticket provided by airport staff for the flight on the following day. Proof of the hotel accommodation where we stayed overnight.Overall
- Perdimos un vuelo por su culpa
- Ronchi De Legionari-Rome
- Economy
- Desired solution
Hager T
Verified | Dec 25, 2025Rome-Brussels
Economy
No reason given
So i already made a claim. Ita airlines lies that they informed us long before two weeks. This is a lie. They informed us the 27th oct. While the flight was 5/11. I really did not have a lot of options left to change a flight. I am not paying 5 times what i paid. I paid for a direct flight. They changed it to a flight with a stop in Mola- Rome-Brussels
- Economy
Hyun L
Verified | Dec 24, 2025Rome-Bangkok
Economy
Racism + Delay (72h+) + Damage on Delivery + Misleading Communication + Inadequate Handling
IIn addition to the baggage delay and damage, I must also report a serious service failure during boarding and in-flight service. I boarded the aircraft last, after running to the gate under significant physical and mental stress. Despite the seat layout being clearly defined (A/B/C on one side and D/E/F on the other), a cabin crew member directed me to the wrong aisle, causing unnecessary confusion and additional stress. This was not a matter of interpretation but a basic seating layout that cabin crew are expected to identify instantly. Following this, during in-flight service, I was informed that the pasta option was βsold out,β without any clear explanation or proper alternative offered. While each incident might appear minor in isolation, the combination of incorrect guidance, inconsistent service, and lack of care created a strong impression of dismissive and unequal treatment. This experience was particularly distressing given my already compromised condition due to the mishandled baggage, and it significantly worsened the overall impact of ITA Airwaysβ service failures. am submitting this formal complaint and statement of facts regarding the severe mishandling of my checked baggage on ITA Airways Flight AZ758 (Rome β Bangkok) on 21 October 2025, as well as the inadequate, inconsistent, and superficial handling of my claim thereafter. This matter is not a minor inconvenience. It involved (1) prolonged baggage delay exceeding 72 hours, (2) documented physical damage upon delivery, (3) repeated contradictory staff briefings that forced me to waste an entire day waiting, and (4) a dismissive settlement approach that ignored key elements of the claim. 1) Passenger & Case Details Flight: AZ758 (Rome β Bangkok), 21 Oct 2025 PIR / File Reference: BKKAZ10290 Phone: +82 10-369-337-67 2) Summary of Actual Harm The harm I suffered extended far beyond a delayed suitcase and included: More than three days (72h+) without my baggage, An entire additional day wasted due to inaccurate and changing delivery information, An unplanned extension of my stay caused by being forced to wait based on false briefings, Physical damage to my suitcase (one wheel missing; visible external damage and soiling), and Significant stress, exhaustion, and disruption resulting from repeated miscommunication and lack of accountability. 3) Chronology of Events 21 Oct 2025 β Arrival without baggage: Upon arrival in Bangkok, my checked baggage did not arrive. I immediately filed a Property Irregularity Report (PIR: BKKAZ10290) and was assured the bag would be traced and delivered promptly. Following days β inconsistent information: Over the next several days, I contacted ITA Airways and local baggage staff repeatedly. I received contradictory explanations, including statements that the bag had already been sent, that it was still in Amsterdam, and that unspecified βsystem issuesβ were preventing delivery. This required me to repeatedly chase information and re-explain my case. 26 Oct 2025 β misleading delivery promise and full day wasted: On 26 October, ITA staff explicitly told me that my baggage would arrive in the afternoon. Relying on this, I stayed at my hotel and waited. Throughout the day, staff changed their statements multiple times, providing false and inconsistent briefings. As a direct result, I waited from morning until almost 11:00 p.m., losing an entire day of my trip. This incident was the primary reason I was forced to remain for an additional, unplanned day. Call denial despite records: At one point, a staff member denied having contacted me, despite clear phone records showing two missed calls from the same number. These call logs are documented. Delivery with damage: When the baggage was finally delivered late at night, it was physically damaged. One wheel was missing, and there was visible external damage and soiling. I documented the condition with photographs immediately. 4) Necessity of Replacement Because the suitcase sustained physical damage that compromised its structural integrity and normal usability, I had no reasonable alternative but to purchase a like-for-like replacement. A missing wheel is not cosmetic; it materially affects safe and normal use. 5) Inadequate Claim Handling Despite submitting complete documentation (photos, receipts, call records, and written explanations), my attempts to resolve this matter were met with automated responses, bounced email addresses, and minimal settlement proposals framed as βfull and final settlement,β while failing to meaningfully acknowledge the documented damage. This reflects a perfunctory and superficial review, not a substantive assessment of the facts. 6) What I Am Requesting I request a cash-based settlement (bank transfer) that reasonably reflects: Baggage delay (72h+), Physical damage to the suitcase, Like-for-like replacement cost, and The significant time loss and hardship caused by misleading and inconsistent communication (including a full day wasted and an unplanned additional day). I am not seeking exaggerated or punitive compensationβonly a proportionate, evidence-based resolution consistent with the actual losses and applicable obligations under the Montreal Convention.Overall
- Racism
- Rome-Bangkok
- Economy
- Loss: β¬600
Hyun L
Verified | Dec 24, 2025Rome-Bangkok
Economy
Baggage Delay (72h+) + Damage on Delivery + Misleading Communication + Inadequate Handling
I am submitting this formal complaint and statement of facts regarding the severe mishandling of my checked baggage on ITA Airways Flight AZ758 (Rome β Bangkok) on 21 October 2025, as well as the inadequate, inconsistent, and superficial handling of my claim thereafter. This matter is not a minor inconvenience. It involved (1) prolonged baggage delay exceeding 72 hours, (2) documented physical damage upon delivery, (3) repeated contradictory staff briefings that forced me to waste an entire day waiting, and (4) a dismissive settlement approach that ignored key elements of the claim. 1) Passenger & Case Details Passenger: Hyun Lee Flight: AZ758 (Rome β Bangkok), 21 Oct 2025 PIR / File Reference: BKKAZ10290 Current Location: Gyeonggi-do / Seoul, Republic of Korea Phone: +82 10-369-337-67 Email: phasekorea@gmail.com 2) Summary of Actual Harm The harm I suffered extended far beyond a delayed suitcase and included: More than three days (72h+) without my baggage, An entire additional day wasted due to inaccurate and changing delivery information, An unplanned extension of my stay caused by being forced to wait based on false briefings, Physical damage to my suitcase (one wheel missing; visible external damage and soiling), and Significant stress, exhaustion, and disruption resulting from repeated miscommunication and lack of accountability. 3) Chronology of Events 21 Oct 2025 β Arrival without baggage: Upon arrival in Bangkok, my checked baggage did not arrive. I immediately filed a Property Irregularity Report (PIR: BKKAZ10290) and was assured the bag would be traced and delivered promptly. Following days β inconsistent information: Over the next several days, I contacted ITA Airways and local baggage staff repeatedly. I received contradictory explanations, including statements that the bag had already been sent, that it was still in Amsterdam, and that unspecified βsystem issuesβ were preventing delivery. This required me to repeatedly chase information and re-explain my case. 26 Oct 2025 β misleading delivery promise and full day wasted: On 26 October, ITA staff explicitly told me that my baggage would arrive in the afternoon. Relying on this, I stayed at my hotel and waited. Throughout the day, staff changed their statements multiple times, providing false and inconsistent briefings. As a direct result, I waited from morning until almost 11:00 p.m., losing an entire day of my trip. This incident was the primary reason I was forced to remain for an additional, unplanned day. Call denial despite records: At one point, a staff member denied having contacted me, despite clear phone records showing two missed calls from the same number. These call logs are documented. Delivery with damage: When the baggage was finally delivered late at night, it was physically damaged. One wheel was missing, and there was visible external damage and soiling. I documented the condition with photographs immediately. 4) Necessity of Replacement Because the suitcase sustained physical damage that compromised its structural integrity and normal usability, I had no reasonable alternative but to purchase a like-for-like replacement. A missing wheel is not cosmetic; it materially affects safe and normal use. 5) Inadequate Claim Handling Despite submitting complete documentation (photos, receipts, call records, and written explanations), my attempts to resolve this matter were met with automated responses, bounced email addresses, and minimal settlement proposals framed as βfull and final settlement,β while failing to meaningfully acknowledge the documented damage. This reflects a perfunctory and superficial review, not a substantive assessment of the facts. 6) What I Am Requesting I request a cash-based settlement (bank transfer) that reasonably reflects: Baggage delay (72h+), Physical damage to the suitcase, Like-for-like replacement cost, and The significant time loss and hardship caused by misleading and inconsistent communication (including a full day wasted and an unplanned additional day). I am not seeking exaggerated or punitive compensationβonly a proportionate, evidence-based resolution consistent with the actual losses and applicable obligations under the Montreal Convention.
- Rome-Bangkok
- Economy
- Loss: β¬600
- Desired solution
Katherine U
Verified | Dec 19, 2025Florence-Miami
Economy
Problems at airport
Our flight from Florence to Rome was delayed upwards of five hours and then when we landed in Rome, my flight had just taken off one minute prior to Miami and they rebooked me on a flight this morning. However, the flight this morning has now been delayed three hours from the initial departure time so I am have now been over 24 hours delayed.- Florence-Miami
- Economy
Gustavo P
Verified | Dec 17, 2025Rome-Buenos Aires
Business
PESIMA CLASE BUSINESS - NO COMPRAR
During flight AZ 682 on November 18, 2025, while travelling in Business Class, serious service failures occurred, namely: 1. 2. Malfunctioning seat, which did not operate properly and significantly affected the level of comfort expected and paid for in a Business Class ticket. Essential onboard services unavailable, including Wi-Fi and in-flight entertainment, which are core features of a premium Business Class service. These failures mean that the service provided was not compliant with the service purchased. Handling of the complaint by ITA Airways β β A formal complaint was submitted to ITA Airways on November 19, 2025. ITA Airways replied only with a generic apology email, without offering: β any compensation, β partial refund, β voucher, β β miles, β or a reasoned response addressing the substance of the claim. In a subsequent phone call, ITA Airways confirmed that no further response or resolution would be provided, effectively exhausting the internal complaint process. Current status β β β The complaint remains unresolved. The contracted Business Class service was not delivered as agreed. ITA Airways has closed the internal channel without offering any remedy.Overall
- degradaciΓ³n de cabina
- Rome-Buenos Aires
- Business
- Desired solution
Kira J
Verified | Dec 14, 2025Amsterdam-Naples
Economy
We were not allowed on our original flight and so KLM had to rebook us to the new flight to Naples through ITA Airways. KLM promised our luggage would make it on the flight and they had plenty of time to do so (over an hour). When we got to Milan, since we had an airtag, we realized it did not make it on the plane. When we got to our destination in Naples, we reported it to the baggage claim. They set us up with the PIR. This was on Monday. The bag was not rebooked to new flights until Wednesday of that week. We were told on Monday that we would get our bag in 24 hours and that was definitely not the case. We also were told that it would get delivered to us and that was not the case. The airline knew that we were traveling to Rome on Thursday. When the bag got to Naples on Wednesday, instead of driving it to us, they said WE WOULD HAVE TO PICK IT UP FROM THE AIRPORT!?? This was a total inconvenience because we were coming from Sorrento. We had to arrange a driver to take us to the airport and help us get our bag because they did not get it to us fast enough. I've included the email receipt of the company saying we would need to pay 55 Euro an hour EXTRA since the driver was going out of his way. This also stated it needed to be in cash. We ended up paying him 70 euro. We eventually got the bag but there were so many hoops and so much confusion and frustration. We deserve compensation for our troubles. I submitted a claim to ITA already and they told me some bull crap reason why they could not give us any compensation so I'm looking to AirAdvisor to help get our claim settled please.
- Amsterdam-Naples
- Economy
Anonymous member
Verified | Nov 21, 2025Rome-Frankfurt
Economy
Unfreundliche Mitarbeiterin am Schalter
are about to depart with ITA Airways. My father is already a bit older and is flying for the first time. Since we did not have to show our ID card anywhere in Frankfurt and had already presented it in Rome at the airport Leonardo da Vinci Fiumicino when dropping off our luggage and receiving the boarding pass, I assumed that we would not need it again. Unfortunately, that assumption was incorrect. When we were waiting in the boarding line, the flight attendant did not inform passengers which documents were required. After I saw that the traveler in front of us had his ID card ready, I asked her whether we also needed ours. I then took it out, which took a moment for the three of us. However, since there was a long line ahead, we did not hold anyone up. I briefly explained to the flight attendant that I did not know we would need the ID again, as this was not required on the outbound flight. Unfortunately, she reacted in a very unfriendly manner and even made jokes about us with another passenger. I find this behavior disrespectful and unprofessional toward travelers. We do not fly very often, so a little kindness and understanding or at least clear communication would have been very helpful. I would appreciate it if you could pass this feedback on to your staff. In addition, our flight is also delayed. I am very disappointed that we had to make this experience with your airline and hope that things will be better next time. Kind regards Anna HahnerOverall
- Schlechter, sehr unfreundlicher Kundenservice wΓ€hrend dem Boarding
- Rome-Frankfurt
- Economy
- Desired solution
Other - Wir fliegen jetzt gleich mit ITA Airways. Mein Vater ist schon etwas Γ€lter und fliegt zum ersten Mal. Da wir in Frankfurt an keiner Stelle den Personalausweis vorzeigen mussten und ihn in Rom am Flughafen Leonardo da Vinci Fiumicino bereits beim Kofferabgeben und Bereitstellen der Bordkarte vorgelegt hatten, bin ich davon ausgegangen, dass wir ihn nicht mehr benΓΆtigen wΓΌrden. Das war leider eine falsche Annahme. Als wir in der Schlange zum Boarding standen, hat die Stewardess nicht kommuniziert, welche Dokumente benΓΆtigt werden. Nachdem ich bei einem Reisenden vor uns gesehen hatte, dass er seinen Personalausweis bereithielt, fragte ich sie, ob wir diesen ebenfalls benΓΆtigten. Daraufhin habe ich ihn herausgeholt, was bei uns drei Personen einen Moment gedauert hat. Da jedoch eine lange Schlange vor uns war, haben wir niemanden aufgehalten. Ich habe der Stewardess kurz erklΓ€rt, dass ich nicht wusste, dass der Ausweis erneut benΓΆtigt wird, da dies beim Hinflug nicht der Fall war. Leider hat sie daraufhin sehr unfreundlich reagiert und zusammen mit einem anderen Reisenden sogar SpΓ€Γe ΓΌber uns gemacht. Dieses Verhalten empfinde ich als respektlos und unprofessionell gegenΓΌber Reisenden. Wir fliegen nicht sehr oft, daher wΓ€ren ein wenig Freundlichkeit und VerstΓ€ndnis oder zumindest eine klare Kommunikation sehr hilfreich gewesen. Vielleicht besteht die MΓΆglichkeit, dies an Ihre Mitarbeitenden weiterzugeben. ZusΓ€tzlich hat unser Flug auch noch VerspΓ€tung. Ich finde es sehr schade, dass wir diese Erfahrung mit Ihrer Airline machen mussten, und hoffe, dass es beim nΓ€chsten Mal besser lΓ€uft. Mit freundlichen GrΓΌΓen Anna Hahner English version below are about to depart with ITA Airways. My father is already a bit older and is flying for the first time. Since we did not have to show our ID card anywhere in Frankfurt and had already presented it in Rome at the airport Leonardo da Vinci Fiumicino when dropping off our luggage and receiving the boarding pass, I assumed that we would not need it again. Unfortunately, that assumption was incorrect. When we were waiting in the boarding line, the flight attendant did not inform passengers which documents were required. After I saw that the traveler in front of us had his ID card ready, I asked her whether we also needed ours. I then took it out, which took a moment for the three of us. However, since there was a long line ahead, we did not hold anyone up. I briefly explained to the flight attendant that I did not know we would need the ID again, as this was not required on the outbound flight. Unfortunately, she reacted in a very unfriendly manner and even made jokes about us with another passenger. I find this behavior disrespectful and unprofessional toward travelers. We do not fly very often, so a little kindness and understanding or at least clear communication would have been very helpful. I would appreciate it if you could pass this feedback on to your staff. In addition, our flight is also delayed. I am very disappointed that we had to make this experience with your airline and hope that things will be better next time. Kind regards Anna Hahner
Patrick G
Verified | Nov 19, 2025Amsterdam-Nosy-be
Economy
No reason given
Please read carefully, thank you. On Saturday, October 4, 2025, I was scheduled to fly from Amsterdam to Rome on flight AZ109, operated by ITA Airways (Italian Airlines), departing at 17:55. Unfortunately, this flight was delayed until 20:10, but for me this flight got CANCELLED. I was checked in for this flight, but at the gate 4 october 2025 at 19.45! I was informed by the groundcrew of ITA Air I got cancelled for this flight (AZ109) as the delay would cause us to miss my connecting flight, Ethiopian Airways ET713, from Rome to Addis Ababa. As a result, I was forced to return home and could only travel again on Monday, October 6, 2025, on flight AZ107 from Amsterdam to Rome at 11:55, which allowed me to finally catch flight ET713 to Addis Ababa. Due to the cancelled flight ITA AZ109 on October 4, 2025, I arrived at my final destination, Nosy Be, Madagascar, 48 hours later than originally planned. I am therefore submitting a claim for compensation for the two lost days as a result of this delay and extra costs travelling to the airport. I would also receive an official statement by e-mail reason of delay (for me cancellation) flight AZ109 on 4 october 2025 , due to the weather conditions . Please send it to me by email, because the travel insurance needs your formal declaration. Original flights: 04-10-2025 AZ109 from AMS to FCO 04-10-2025 ET713 from FCO to ADD 05-10-2025 ET837 from ADD to NOS Β I was in a group of 16! passengers who got cancelled. They did not rebook us automatically and it took a long time and 5 phonecalls , to rebook. New flights: 06-10-2025 AZ107 from AMS to FCO 06-10-2025 ET713 from FCO to ADD 07-10-2025 ET837 from ADD to NOS Β I kindly ask for 3 different refunds: 1. Refund for delay and cancellation of the flights for 48 hours. Due to delay of AZ109 ITA Air I was cancelled to fly to Rome, because I would miss transit connection to ET837 Ethiopian Airlines. As a result I reached my final destination 48 hours later and missed 2 days of my stay. By EU Regulation 261/2004 there is refund right of β¬ 600,- per person. Β 2. Refund for extra costs. We were send home and I had to travel extra to home and airport again. 30 β¬ extra costs. Β 3. Refund for reserved seats. In my booking I had reserved seats. Those seats were not available on the flights of 6 and 7 October 2025.Β Β Booking numbers: RIY5D4 ITA AIR DUTAYU ET AIR P. Gehasse- Amsterdam-Nosy-be
- Economy
Marica F
Verified | Nov 18, 2025London-Milan
Economy
No reason given
They canceled my flight in the evening, with less than 11 hours' notice. They didn't specify the reason in the email. Then I received an email with a replacement flight that was much later. I already had business to do and couldn't be late. I had to take another flight, obviously paying much more.- London-Milan
- Economy
Yakoub B
Verified | Nov 18, 2025New York-Algier
Economy
Successful claim
No reason given
My flight was scheduled for October 20th from New York to Rome Fiumicino Airport, then from Rome to Algiers. I then received a message from Alitalia Airways informing me that the flight had been changed to the following day, October 21st, at 9 PM. This was more than 24 hours late, forcing me to stay in New York for another day. I paid for all expenses myself, including hotel bookings, meals, and transportation. Furthermore, I arrived in Algiers more than 24 hours late, causing significant disruption to my schedule. It was truly a very difficult time. They ruined my entire trip with this unscheduled change and the cancellation of the original flight. Therefore, I demand compensation for all the problems caused by this change. Thank you. I have sent a copy of the message I received from Alitalia informing me of the change to the original flight and the booking for the following day.- New York-Algier
- Economy
- Successful claim
Joshua I
Verified | Nov 18, 2025Rome-New York
Economy
Successful claim
No reason given
Everybody board the plane, and the captain mention that the plane had a technical issue that didn't know how long could take. After waiting for more than 1hr ITA AIRWAYS decided to move us to another plane. And from departing at 10:30am we ended departing at 2:30pm. We had another separated flight that we lost and the airline didn't took any responsability because it was a separate flight. And we had to book an hotel for 1 night.- Rome-New York
- Economy
- Successful claim
Evangelia T
Verified | Nov 17, 2025Rome-Montreal
Economy
No reason given
This flight was disrupted for over 45 minutes, and throughout the delay we were repeatedly told βweβll be leaving soonββa statement that only increased our stress, uncertainty, and worry. When we finally landed in Rome, the ITA Airways crew made no effort whatsoever to prioritize passengers with connecting flights. There was no announcement, no instructionβnothing. Everyone was allowed to disembark at the same time, causing even further delays. Because of this, we were forced to go through security again in Naples, then customs, losing even more valuable time. Despite our best efforts, we did not make our flight home. As a direct result of this chain of preventable issues, Iβalong with 10 other passengersβwas forced to stay an additional night in Naples, entirely at our own inconvenience, just to be rebooked. This situation was not only avoidable but completely unacceptable, and I am requesting appropriate compensation for the significant disruption, stress, and expenses caused by the airlineβs mishandling.- Rome-Montreal
- Economy
Susana T
Verified | Nov 17, 2025Delhi-Barcelona
Economy
There was a delay from Indira Gandhi Airportm we left late, the conexion time was short and hence I was not able to board on the plane from Rome to Barcelona. Although the plane was there they had already closed the door and cancel my seat.
- Delhi-Barcelona
- Economy
Mandeep K
Verified | Nov 16, 2025Rome-Delhi
Economy
Idk what happend i booked the flight FROM "SARDARI TRAVEL" (italy) they didnt help me and even the airline
- Rome-Delhi
- Economy
Riccardo V
Verified | Nov 10, 2025Nice-Brindisi
Economy
Problems at airport
On 26/09/2025, I had ITA Airways flights NCE-FCO (AZ345) and FCO-BDS (AZ1623). Departure from Nice was scheduled at 15:20, with arrival in Brindisi at 18:20. However, due to the delay of the first flight, I missed my connection in Fiumicino and was automatically rebooked on the next available flight. I arrived in Brindisi after 23:00, more than 4 hours later than scheduled.- Nice-Brindisi
- Economy
Christos I
Verified | Nov 4, 2025Athens-Buenos Aires
Economy
No reason given
We were supposed to fly on 3/11 at 11pm from Rome. However, due to an aircraft damage, the flight was re-scheduled for 4/11 2pm. Thus, we did not arrive on time in Buenos Aires for our bookings we have scheduled for 4/11, and we lost a full day from our trip.- Athens-Buenos Aires
- Economy
Lorenzo G
Verified | Nov 2, 2025Rome-Lamezia
Economy
No reason given
Email arrived 3 days before the original flight comunicate that flight , for operational problem was cancelled . Ita airwais gave us another flight but the day after . We arrived at the final destination 12 Hours late. The journey was a travel work and we Miss 4 contract for that- Rome-Lamezia
- Economy
Laurel C
Verified | Oct 29, 2025Munich-Rome
Economy
Successful claim
I have sleep apnea and as a result of delayed baggage, went two days without my CPAP machine which is detrimental to my health.
- Munich-Rome
- Economy
- Successful claim
Hamza K
Verified | Oct 27, 2025Jeddah-Toronto
Economy
The said the reason why my boarding was denied because of no show even though I was there and did tried to Board the plane 20 mins before departure
- Jeddah-Toronto
- Economy
HelΓ€na Z
Verified | Oct 25, 2025Venice-Nice
Economy
No reason given
My partner and I had a flight from Venice to Monaco, with a layover in Rome. However our ITA flight made a delay and made no effort to rush or even hold the plane (as the connecting flight was also with ITA). We needed up missing the connecting flight and had to take another plane that was 6 hours later which disrupted our travel plans entirely. When we finally got onto the flight that was arranged for us, the ITA flight held THIS plane for passengers from a connecting flight ??? And not us?? Quite a joke of an airline- Venice-Nice
- Economy
Yvonne S
Verified | Oct 24, 2025Catania-Milan
Economy
Complaint Regarding Multiple Flight Reschedules XBTRUT
I am writing to file a complaint regarding the short-notice rescheduling of our flights with ITA Airways. Our originally booked flight was rescheduled twice, which resulted in us β traveling with a child β having to wait 3 hours and 30 minutes at the airport for our connecting flight. We had deliberately chosen the 09:15 a.m. flight to ensure a comfortable and convenient journey. Unfortunately, it was moved forward to 06:35 a.m., while the connecting flight did not depart until 11:55 a.m. The resulting long waiting time was particularly difficult with a child. Additionally, the rescheduling caused further issues: We were unable to return our rental car in person, as the rental office does not open until 08:00 a.m. Instead, we were forced to leave the car key in a drop box, which we had wished to avoid for security reasons. I therefore kindly request a statement and an appropriate compensation for the inconveniences caused. Thank you in advance for your attention to this matter. I look forward to your prompt response. Yours sincerely, Yvonne Schurig Booking Reference XBTRUT Phone Number 01721861629Overall
- Vorverlegung des fluges
- Catania-Milan
- Economy
- Loss: β¬1365.06
- Desired solution
Martin K
Verified | Oct 23, 2025Palermo-Montreal
Economy
Influence by other flights
My flight AZ1263 was late and made me miss my connecting flight AC883 to return home and had to stay at a hotel and miss a day of work and inconvenience me to stay a night in Naples- Palermo-Montreal
- Economy
Evaldas S
Verified | Oct 23, 2025Rome-New York
Economy
No reason given
The flight was rescheduled late un the evening, then in the morning, before we're about to leave to the airport, it was delayed.- Rome-New York
- Economy
Evangelia T
Verified | Oct 22, 2025Rome-Montreal
Economy
Problems at airport
We boarded at FCO on time. We then had to wait 45 minutes on the airplane because of issues. By the time we got to the tarmac for takeoff, we were 10th in line for takeoff. My connecting flight, along with 9 other passengers was 1 hour. We landed at 11:11 and had to rush through security to get to our gate. We did not make it - nor were we given any priority on ITA Airway to get off of the aircraft first.- Rome-Montreal
- Economy
Olivia A
Verified | Oct 22, 2025Cairo-Frankfurt
Economy
Claim escalated to airline
No reason given
My original flight was cancelled and changed 4 times, the last time I received a notification 3 days before the returning flight and when I was trying to do the check-in I was not able to do it then, I called ITA Ariways to check why, and they told me Lufthansa did not accept the request of the booking then they gave me another flight in less than 24 hours of the departure flight and of course arriving more than 6 hours later. If I did not called the airline the day before the flight, I would have been in the airport without knowing, they did not send me any notification.- Cairo-Frankfurt
- Economy
- Claim escalated to airline
Sheena S
Verified | Oct 22, 2025Rome-Edmonton
Economy
Problems at airport
Flights were delayed out of Rome to Naples. This caused 10 people on the flight to miss our connecting flight to Montreal and last connection to Edmonton. We are delayed by 24 hours in Naples. We need hotel, food and transport during our delay.- Rome-Edmonton
- Economy
Anonymous member
Verified | Oct 21, 2025Rome-Toronto
Economy
Seats unfit for use and entertainment not working
My seat 19A was not useable, no padding and off the seat. Technician was called and confirmed I could not sit there. Moved to 26A and no padding on seat so very hard and not fit for 9 hour flight or any flight. Also entertainment was not working. I paid extra $100 per seat for me and my husband. The seats were unacceptable and broken and also filthy dirty. Opposite flight going to Rome which was great. I want compensation for the payment I made for our 2 seats as well as for the discomfort and hardship on my back.Overall
- aircraft dirty old and seat has no padding and entertainment did not work.
- Good staff
- Rome-Toronto
- Economy
- Loss: β¬1000
- Desired solution
Namiraldn F
Verified | Oct 21, 2025Rio De Janeiro-London
Economy
Just a heads-up to anyone flying through London City Airport β my baggage arrived damaged and with some items missing after a recent international flight that connected through Rome. The airline has been very slow to respond to the complaint, and communication has been frustrating. If youβre traveling soon, make sure to take photos of your luggage before check-in, keep valuables in your carry-on, and report any damage immediately at the airport. Donβt rely solely on the online complaint forms β try to get written confirmation from staff before you leave the arrivals area.
- Rio De Janeiro-London
- Economy
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