"attendants never smiled"
Angela Bateman (United States)
✅ Trip Verified | The planes was run down with rips in the seatback pockets and entertainment that doesn’t work. I flew a 9 hour flight from Rome to DC. The flight attendants never smiled or said a kind word. They passed meals accompanied by 1/2 a cup of beverage an hour into the flight. 3 hours later they offered another 1/2 cup of water and then they weren’t seen until 1 hour prior to departure to pass a snack. On a flight this long water should be available often. They never circulated to collect trash or check on anyone. The seats are uncomfortable and the toilets were filthy. There was no toilet tissue halfway through the flight. Think twice before booking for a long haul flight
Type Of Traveller | Couple Leisure |
Seat Type | Economy Class |
Route | Rome to Washington |
Date Flown | May 2024 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Wifi & Connectivity | 12345 |
Value For Money | 12345 |
Recommended | no |
“steer clear of ITA Air”
S Jackson (United States)
✅ Trip Verified | I had an extremely frustrating experience with ITA Air, which has completely eroded my trust in their customer service. Over a year ago, I was forced to check my carry-on at the gate, only for it to be lost by the airline. Since then, my attempts to resolve this issue have been met with a startling lack of response and concern from their team. Despite numerous emails to their customer relations (including to the Contact Center Customer Operations Head, Mirko Albanese), my situation remains unresolved. It's disheartening to witness such negligence and disregard for passenger property and peace of mind. The unresponsiveness of ITA Air's customer service—ignoring emails and failing to update me on the status of my lost belongings—demonstrates a fundamental flaw in their operations. This experience not only highlights a serious oversight in luggage handling but also a failure in basic customer communication and support. ITA Air's inability to address a simple luggage issue promptly and professionally has left me deeply disappointed. I would caution potential passengers to consider this service failure before booking with an airline that does not prioritize customer satisfaction or respect for passenger property. My recommendation is to steer clear of ITA Air if you value your belongings and expect a basic level of customer service.
Type Of Traveller | Couple Leisure |
Seat Type | Economy Class |
Route | Madrid to Rome |
Date Flown | June 2023 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Wifi & Connectivity | 12345 |
Value For Money | 12345 |
Recommended | no |
“legroom is the worst”
F Romero (Spain)
✅ Trip Verified | Brand new plane, nice lighting and colors. Unfortunately the legroom is the worst of any airline I have flown so far. The seats recline, that would usually be a good thing, I bruised my knee when the passenger in front reclined his seat. No room at all, the flight was really uncomfortable, the slim line seat hard and slim. No Wi-Fi or not working. On top of that, 30 minutes delay (on a 2 hours flight) that was completely dismissed from the captain. Flight attendants completely disinterested and indifferent.
Aircraft | A320neo |
Type Of Traveller | Couple Leisure |
Seat Type | Economy Class |
Route | Rome to Madrid |
Date Flown | April 2024 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | no |
"Do not recommend ITA Airways"
Carlos Machin (United States)
Not Verified | Old plane with out of service restroom, they change planes at the last minute. The seating is different then you lose the leg room seat that you paid extra for it and they did not reimburse me. Customer service is not existing. Do not recommend ITA Airways.
Aircraft | A330 |
Type Of Traveller | Couple Leisure |
Seat Type | Economy Class |
Route | Rome to Miami |
Date Flown | January 2024 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | no |
"My food was horrible"
Gary Damele (United States)
Not Verified | My food was horrible. My lay flat bed was like laying on plywood and couldn't sleep. No movie selection. Service going not good, coming home a little better. Not enough storage and hot in cabin. Cheaper price but you get what you pay for. Stood inline for 45 minutes in Rome because they couldn't get maintenance to open glass door to plane ramp. No communication.
Aircraft | A350-900 |
Type Of Traveller | Couple Leisure |
Seat Type | Business Class |
Route | Rome to San Francisco |
Date Flown | April 2024 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | no |
"Canceled my client's honeymoon flights"
Greg Phillips (United States)
Not Verified | Canceled my client's honeymoon flights 3 weeks before they were scheduled to depart. Would only offer reprotection on a flight they controlled - no code share - even though it was clearly a controllable cancelation. Well, they canceled the only flight that day they operated from ORD to anywhere, so they provided zero options other than getting everybody scheduled on that plane into Rome a day late. And refunds, those will take between 45 and 90 days to process, which doesn't work well for young adults who need to book another flight to Europe now.
Type Of Traveller | Business |
Seat Type | Economy Class |
Route | Chicago to Rome |
Date Flown | April 2024 |
Value For Money | 12345 |
Recommended | no |
"never fly this airline again"
L Balman (United States)
✅ Trip Verified | This was the absolute worst airline I have ever flown! Both times the flights were 1+ hours late with no explanation or communication. We sat in business class and I was treated very poorly. I wanted to close my window shade because it was so hot and the steward yelled at me that the sun would move, which it didn't. There were many open seats and since the fasten seat belt sign never went off, I was not allowed to move. Another attendant yelled at me because I put my foot against the front wall since we were in first row. When we deplaned and had to take the bus one of the flight attendants made a comment under his breath and when I said excuse me I didn't hear you he just laughed and shook his head. We flew roundtrip Rome to Polermo. I will never fly this airline again.
Type Of Traveller | Couple Leisure |
Seat Type | Business Class |
Route | Rome to Palermo |
Date Flown | March 2024 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | no |
"say they wouldn't pay anything"
Lucie Cotterill (Italy)
✅ Trip Verified | When dropping off the suitcase at Heathrow, I was told that I also had to check in our two hand luggage trolleys (which are within the dimensions allowed by ITA, as stated on their website) because the plane was 'full'. When I asked if we could keep them with us as I was worried that they wouldn't make it on the next plane, given there was 1 hour transit time, I was told that was impossible and therefore had to open everything up to take out as many valuables as possible and further hold up the already slow-moving queue. What is particularly frustrating is that normally, if hand luggage needs to be checked in, airlines put a member of staff going down the queue to tell people before they get to the front, so that people aren't held up and those who need to take things out of their hand luggage can do so in less of a panic. The plane was delayed and there was general confusion at the gate about the reason. The aircraft had been changed and it had thrown out all the seat numbers. While I totally understand this is normal, and it has happened to me several times before with various airlines, again the communication was pretty poor - this could have been announced or better still, communicated through a notification on the app. On board, I immediately bought unlimited Wifi only to find out that it didn't work on either of my devices. When I asked, a member of the cabin crew told me that they were offering 30 mins free wifi anyway and there was nothing they could do because "it was working for someone else further down the plane". 10 USD completely wasted. We had to run to get our connecting flight and would have appreciated more guidance about where to go. Due to passport control not letting us pass earlier when we said we had a transit and only letting us pass when they were announcing our names in a final call, when we finally got to the gate, it was closed. Thankfully, the staff member on the gate, seeing the state we were in when we got there, showed pity and got us on the plane. 1 hour is not sufficient when buses from planes and passport queues in transit areas are understaffed and the gate for plane 2 is so far from the gate for plane 1. Only one of the three checked-in bags arrived. I was told to return, at my own expense, the following day to collect the missing bags. I did, but the office closes at 5pm. So again, at my expense, I had to return the day after only to find that the combination lock unit on one of the cases had been damaged and there was a hole in the side of my case. The assistant refused to give me a compensation form because "damage involving locks isn't covered" and told me to write to a complaints address for ITA. I wrote to the address, including photos of the suitcase and a list of everything that had gone wrong. No reply. I emailed again a month later. No reply. Until finally, almost 3 months later they replied to say they wouldn't pay anything because didn't get a property irregularity form before leaving the airport. What was I supposed to do? Put a gun to the head of the assistant who refused to give me one? No compensation for time wasted, petrol to keep returning to the airport to get my missing cases, and no compensation for money wasted on wifi that didn't work. Absolutely appalling service considering the price paid for the tickets. Do yourself a favour and fly low-cost - the service is the same, if not better. The only positive - some of the cabin crew are lovely.
Type Of Traveller | Family Leisure |
Seat Type | Economy Class |
Route | London Heathrow to Reggio Calabria via Rome |
Date Flown | January 2024 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Inflight Entertainment | 12345 |
Ground Service | 12345 |
Wifi & Connectivity | 12345 |
Value For Money | 12345 |
Recommended | no |
"flight was very comfortable"
56 reviews E Bardel (Germany)
✅ Trip Verified | The flight was very comfortable, in a well designed cabin with a lovely and efficient crew. On this domestic one hour morning flight coffee and soft drinks were offered, which definitely is far more what many big European Airlines offer, even on longer European routes. Finally, we left five minutes early and arrived 10 minutes ahead schedule.
Aircraft | A320 |
Type Of Traveller | Business |
Seat Type | Economy Class |
Route | Milan Linate to Naples |
Date Flown | March 2024 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Food & Beverages | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | yes |
“Horrible customer service”
Brooke Hinkle (United States)
Not Verified | Horrible customer service. They cancelled my FLR-FCO flight which I needed as a connector to CDG due to "weather" (it was not raining or even windy). When I asked for a refund, they refused to compensate me for the cancelled flight because they claimed their offered bus ride to Rome was sufficient (I needed to get to Paris, not Rome). This airline stole my money and did not provide the service promised. Never EVER fly with them. They are just awful!
Type Of Traveller | Family Leisure |
Seat Type | Economy Class |
Route | Florence to Paris via Rome |
Date Flown | March 2024 |
Seat Comfort | 12345 |
Cabin Staff Service | 12345 |
Ground Service | 12345 |
Value For Money | 12345 |
Recommended | no |