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RATED 4.5/5 AFTER 28,741 REVIEWS
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ITA Airways Reviews and Ratings

Read 11,040 verified passenger reviews to find out if ITA Airways is good. Check how travellers rate flights, comfort and overall service, and leave your own review.

Pros

Comfortable Business Class Seating
Family Cabin Crew
Competitive Pricing

Cons

Frequent Delays
Poor Communication
Inconsistent Customer Service
App and Website Issues

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ITA Airways reviews

2.45

Terrible
(34)
Poor
(13)
Average
(8)
Very Good
(1)
Excellent
(3)

Joseph C

Verified | Oct 24, 2026

Palermo-Lamezia
Economy
Claim escalated to airline

Flight delay

Despicable treatment on board and aggravated by ground personnel upon landing in Rome with 5 hours of delay. The personnel on board did6 serve not even a glass of water. On the ground the personnel appeared confused, frozen, unable to provide directions barricading behind policies instead. Personnel tried to force an alternative route which it was risky since the new plane was already late and then " found" a plane departing from Rome without connect flights; the ground personnel was extremely rude, in total chaos and unable to cope with requests. The personnel " found " the alternative plane upon spotted the police summoned because obstruction.folks, please find a better company to travel. Black hole star or zero star. I placed 1 just because the system doesn't allow ratings of substandard quality service

Palermo-Lamezia
Economy
Claim escalated to airline

Elizabeth Z

Verified | Sep 28, 2026

Rome-Miami
Premium economy

Worst Airline Experience I've Ever Had

⭐ 1/5 — I would give ZERO stars if I could. I will NEVER fly ITA Airways again. We flew round trip between Miami and Rome, and the customer service from the cabin crew was absolutely horrendous on BOTH flights. For our flight to Rome, I paid OVER $1,000 EXTRA to upgrade our seats to Premium Economy. For that amount of money, I expected a noticeable difference in comfort and, especially, customer service on a nearly 10-hour international flight. Instead, I honestly cannot understand what I paid over $1,000 extra for. The service was terrible and absolutely NOT worth the upgrade. The flight attendants were rude, inattentive, and practically nowhere to be found for HOURS. Pressing the call button seemed pointless because nobody would come. After the initial meal service, the crew seemed to disappear for hours. Water service was ridiculous for such a long flight. We were given a small cup of water, and that was basically it unless you could actually find someone. On other long-haul flights I have taken, including American Airlines, water and snacks have been made available for passengers during the flight. ITA Airways could learn a lot from that level of service. Meal service was another disappointment. They took forever to collect trays and trash, leaving passengers sitting with dirty trays for what felt like hours. When the carts were finally moving through the cabin, they were hitting passengers' seats as they passed. The return flight was just as bad. We were seated in Economy Plus, and this is where one of the most unacceptable situations happened. My husband is diabetic and became extremely thirsty during the flight. He pressed the call button multiple times because he needed water. NOBODY CAME. Not once. He pressed the call button repeatedly, and not a single flight attendant responded. On a nearly 10-hour international flight, ignoring a passenger requesting something as basic as WATER is unacceptable. The fact that my husband is diabetic made the situation even more concerning. We should not have to search around an aircraft trying to find a flight attendant just to get water. During that same return flight, when we tried to use a bathroom located past the Premium Economy section, a male flight attendant stopped us and told us we could not use it because we were not sitting in Premium Economy. What made this especially frustrating was that on our flight to Rome, passengers from other sections were crossing into Premium Economy to use that bathroom and nobody stopped them. The inconsistency and the way the situation was handled were completely unacceptable. The biggest problem with ITA Airways is not simply the seats or the food. It is the CUSTOMER SERVICE. The cabin crew on our flights appeared uninterested in assisting passengers, call buttons went unanswered, basic requests were ignored, and for long periods of a nearly 10-hour flight the crew was barely visible. And unfortunately, the problems did not end when we landed. When we checked our bags in Rome for our return trip, we were specifically told that our luggage would go all the way through to Tampa. Our bags NEVER ARRIVED. They were left behind in Rome. Our connecting flight from Miami to Tampa was with American Airlines, and thankfully American Airlines took care of the situation and had our luggage delivered directly to our home the following day. I truly appreciate American Airlines for handling a baggage problem that began with our luggage being left behind in Rome. After paying for international airfare PLUS more than $1,000 EXTRA to upgrade to Premium Economy on the flight to Rome, this entire experience was incredibly disappointing. For that amount of additional money, I expected significantly better service. Instead, I received some of the worst customer service I have ever experienced on an international flight. I travel expecting basic things: courtesy, reasonable access to water, timely cabin service, assistance when the call button is pressed, consistent treatment of passengers, and for my checked luggage to arrive at my destination. ITA Airways failed us in every one of those areas. Premium Economy was absolutely NOT worth the additional $1,000+ we paid, and the service in Economy Plus on the return flight was no better. This was easily one of the worst airline experiences I have ever had. I will NEVER, EVER choose ITA Airways again. For a 10-hour international flight, passengers deserve far better service than this. ITA Airways needs serious improvement in cabin crew customer service, responsiveness, hydration service, meal/tray collection, consistency in enforcing cabin rules, and baggage handling. Never again.

Overall

Extremely poor customer service and frustrating overall experience.
Absolutely nothing. There was no positive aspect of my experience with ITA Airways.

Rome-Miami
Premium economy

Comments

Passenger rights expert: Travel didn’t go as planned? In many cases, you can claim up to €1,920 compensation for Baggage problem.

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Ruth E P

Verified | Sep 23, 2026

Rome-Chicago
Economy

Flight delay

Our 10 hour flight from Chicago O'Hare to Rome Italy on Sept, 6th, 2026 was fine. The return flight from Rome Italy to Boston MA. was delayed 3 hours 42 minutes, making it impossible to make our connecting flight to Chicago. There was also an hour delay in Boston Ma. to Chicago O'Hare . We arrived at Chicago airport at midnight. These delays caused us to miss our ground bus transportation to Madison WI. We had additional costs for our transportation back to Madison WI.

Rome-Chicago
Economy

Giovanna F

Verified | Sep 5, 2026

Rome-New York
Economy

My experience with ITA Airways rais...

My experience with ITA Airways raised significant concerns regarding customer service, communication, and complaint resolution. After missing a flight, I requested assistance with rebooking but was advised to seek alternative travel arrangements through other airlines, including American Airlines or Delta, at my own expense. During my time at the airport, I also observed an interaction in which a visibly distressed passenger was treated in a manner that appeared unprofessional, including the handling of the passenger's passport and raised voices from a customer service representative. After submitting a formal complaint, I was directed to contact customer service by phone; however, multiple attempts resulted in extended hold times, transfers between representatives, and disconnected calls without a meaningful resolution. Additionally, my efforts to discuss reimbursement were unsuccessful. Based on my experience, ITA Airways' customer support process fell short of the level of responsiveness and professionalism that travelers reasonably expect from an international airline.

Overall

The Customer Service Representative
Nothing Positive

Rome-New York
Economy

Comments

Passenger rights expert: Did you know that you can claim up to €600 compensation for Flight cancellation in most cases?

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Paulo Jorge A

Verified | Sep 1, 2026

Palermo-New York
Economy
Claim escalated to airline

Denied boarding

Totally in the wrong for over booking people and then making them sit and wait ..Loosing all of our luggage after they told us it would fallow us to out destination..totally un except able

Palermo-New York
Economy
Claim escalated to airline

Elizabeth F

Verified | Aug 31, 2026

New York-Catania
Economy

Flight cancellation

We really like the comfort of ITA. Flying has never been better. I hope they do the right thing with compensation regarding our cancelled connection to Catania from Rome.

New York-Catania
Economy

Anonymous member

Verified | Aug 23, 2026

Economy

Tardiness seems to be a habit

Very rude attendants and treated badly when forced to check in carry on with fragile objects. Both flights late by over an hour for a 50 minute flight. Plus table was dirty and sticky

Overall

Rudeness
Email communication

Economy

Comments

Passenger rights expert: Compensation alert! Did you have Flight delay? You could be due up to €600.

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Stephen H

Verified | Aug 21, 2026

Rome-San Francisco
Economy

I was traveling with a fractured ...

I was traveling with a fractured ankle in a walking immobilizer and needed a mobility scooter accommodated. At check-in, the agent told me I’d need a doctor’s note before they could accommodate the device. As a Registered Nurse, I explained that under the Air Carrier Access Act and 14 CFR Part 382, airlines cannot require medical documentation to accommodate a mobility device, a passenger only needs to state they’re disabled and describe their functional restrictions. The agent pushed back repeatedly, at one point telling me I “should have booked United Airlines” if I wasn’t willing to provide more than I was legally required to. Shortly after, she brought up having once flown with a deceased infant, apparently as a comparison to my situation, a genuinely bizarre and upsetting thing to say to a disabled passenger at check-in. The scooter was accommodated without any documentation ever being provided, which confirms the demand was baseless to begin with. I filed a formal complaint with ITA and received a generic templated apology that didn’t acknowledge the ACAA violation, didn’t confirm any policy correction, and didn’t address the specific conduct described. If you have a disability or mobility device and are considering ITA Airways, know this is the kind of interaction you may face at check-in, and that clearly and correctly asserting your rights may not be enough to get treated with basic respect.

Rome-San Francisco
Economy

Comments

Passenger rights expert: Surprising but true: you can get up to €600 back for Flight delay.

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Hatem Abdelfatah Mohamed A

Verified | Aug 12, 2026

Madrid-Tbilisi
Economy

Denied boarding

I hobe we can feel what others experince Ii hope we can put ourselves in the place of whom in bad need for our help It dosen’t take from her but a phone call and get them in That can prevent suffering and expenses and mental and physical harm

Madrid-Tbilisi
Economy

Elisa G

Verified | Aug 11, 2026

First

Extremely disappointing and unprofe...

Extremely disappointing and unprofessional experience with ITA Airways. I was told that I would receive a reimbursement , and I was given the impression that my case was being handled. However, when I followed up with questions to clarify the reimbursement specifically whether the amount was for each passenger or for both my husband and me I stopped receiving answers. Instead of addressing my questions or providing any explanation, ITA Airways simply closed my case with no resolution and no explanation whatsoever. I have contacted them multiple times and spent a significant amount of time trying to get a straightforward answer. It is incredibly frustrating to be told you are going to receive money, only to have the case closed once you start asking questions and requesting clarification. If ITA Airways had simply explained the situation and answered my questions, this would be a completely different review. Unfortunately, the lack of communication and customer service has been unacceptable. I would strongly recommend thinking twice before flying with ITA Airways. If you have an issue with your flight or need assistance after your trip, don't expect clear communication or accountability.

Overall

CLAIM REPORTING NO COMMUICATION

First

Comments

Passenger rights expert: Travelling setback? If you faced Baggage problem, you may be owed up to €1,920 in compensation.

Check your claim here.

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ITA Airways Ratings

All-time Rating & Reviews

Average Star Rating

2.45

Total Reviews count

11040

Review Sites Distribution

AirAdvisor
2.45
11040 (100%)
TrustPilot
1.4
3548 (32.4%)
Logitravel
3.4
2808 (25.6%)
Google
2.38
1976 (18%)

Kayak
3.35
1354 (12.4%)
Flight Radar
4.15
245 (2.2%)
TripAdvisor
1.6
239 (2.2%)
Yelp
1.6
148 (1.4%)
FlightReport
3.4
133 (1.2%)
PissedConsumer
2
120 (1.1%)
Glassdoor
4.3
68 (0.6%)
eSky
4.1
64 (0.6%)
Airlines-Inform
3.66
8 (0.1%)
Airline Ratings
2.57
1 (0%)
SkyTrax Ratings
4
(%)
Tiket2
3
(%)

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Star ratings breakdown

Ease of compensation and refunds
In-flight entertainment (WiFi, TV, movies)
Baggage policy & handling
Cleanliness
Customer service
Check-in and boarding
Value for money
Food and beverage
Legroom & seat comfort
Ticket change & cancellation flexibility

2.45

11040

2/5 overall

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2. Keep in contact to handle delays and pushbacks. The average response time to wait is around 4 weeks.
3. If after 8 weeks your claim has been rejected or ignored, fill in a CEDR complaint application form.
4. Wait for the CEDR to confirm if your claim has been accepted. (Up to 12 weeks+)

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ITA Airways Reviews and Ratings

Pros

Cons

Pros

Cons

ITA Airways reviews

Flight delay

Comments

Worst Airline Experience I've Ever Had

Comments

Flight delay

Comments

My experience with ITA Airways rais...

Comments

Denied boarding

Comments

Flight cancellation

Comments

Tardiness seems to be a habit

Comments

I was traveling with a fractured ...

Comments

Denied boarding

Comments

Extremely disappointing and unprofe...

Comments

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ITA Airways Ratings

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ITA Airways Reviews and Ratings

Pros

Cons

Pros

Cons

Flight delay

Comments

Worst Airline Experience I've Ever Had

Comments

Flight delay

Comments

My experience with ITA Airways rais...

Comments

Denied boarding

Comments

Flight cancellation

Comments

Tardiness seems to be a habit

Comments

I was traveling with a fractured ...

Comments

Denied boarding

Comments

Extremely disappointing and unprofe...

Comments

ITA Airways Ratings

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