Customer Reviews - SKYTRAX (2023)

✅ Trip Verified | Unfortunately the name change has not changed the company culture. My flight was scheduled from Athens to Florence and back, from 20 to 24 July. Firstly, leaving from Athens airport they give me my tickets in paper form at the boarding gate, supposedly an error, but this triggers a mechanism where it seems that I did not travel with my original boarding pass, canceling my return flight. I was never notified that my return flight ticket was canceled and neither the website indicated that. Upon talking to their support they finally realized that I was indeed in the flight and reversed my tickets, only to realize they mistakenly reversed my ticket from Rome to Athens in a wrong date, forcing me to spend the night in Fiumicino as there was no time to change the tickets again. The ticket counters in both in T1 and departures were overflown by passengers like me with only 1-2 women trying to support a queue of 20+ people.

✅ Trip Verified | The flight itself (FCO - SFO) and service was not bad but dealing with them about my 3 lost checked-in luggage has been a nightmare. It has now been 12 days since our luggage has been lost and our communication with them has been non-existent. Upon arrival, they did not have an agent to deal with lost luggage. We were provided an email to contact by their contracted luggage service with no luck. After multiple emails (6 to be exact) to the airline and the contractor, we stopped by the airport again to file a report at the counter (lucky there was someone there). So far, all email addresses that have been provided on the airline's website have been non-responsive. Their customer service number is answered in Albania and they will re-route you to the email addresses on their website. There are no supervisors available to talk to. I have filed a complaint with US DOT and Channel 7 News "7 on your side" and they have been very helpful. Again, if you don't check bags in, not a bad airline, otherwise, I'd stay away from them.

✅ Trip Verified | Worst airline I’ve ever experienced. Everything they do is so slow, from check in, to baggage drop, to boarding, to take off to disembarking and to baggage collection. The way they handle your luggage is disgusting. I had a brand new suit case that looked 10 years old after it was handled by ITA Airways. Before take off they dont walk around and tell people their seats must be up for take off, they don’t care. There is no mid flight refreshments. Even the baggage collection took 45min-1hour. Every other airline was getting their bags before us.

Not Verified | Worst Airline I ever used. Everything is very cheap. Worst customer service experience! They don't write ordinary bills, so don't use them in any case when flying for business! The customer service simply ignore you, when you have a problem. I have never experienced something similar before. Just terrible! Don`t support them and don't fly with them. Some airlines better don't use.

✅ Trip Verified | We bought a ticket from One Travel that includes a free 23 kg per ticket luggage for an international flight, it also says it on ITA. When we checked in they said that this is not the case even though it says so on both websites, luckily the man from delta realized the mistake and waved it, but for our return flight, they are refusing to wave the fees on the luggage and making us pay for something that we were told was free.

✅ Trip Verified | A huge disaster. We bought a tickets with relatively comfortable connection of an hour and 45 minutes. The airline changed the time of the flight to 30 minutes later, so we were left with a connection of 40 minutes. My father who was flying with me is 85 years old. I called the airline in Italy saying that my father is 85 and asking to be changed to an earlier flight from Palermo or a later flight from Rome. Both flights exist, but the airline wanted to charge me for the change. They told me to try through Travelocity, the site through which we bought the tickets. Travelocity wrote an e-mail to the airline explaining the special circumstances, but the airline refused again. The day of the flight we explained the situation to the agent at the check in counter; she said the only thing she could do to help was give us both boarding passes and requested special assistance to be able to change flights faster. We asked to be placed in seats closer to the exit, she refused. She did not know the gate for the second flight. When we got to the plane, we told one of the flight assistants and she just said they would wait for us and the flight was on time. The flight was delayed 40 minutes: exactly the time we had for our connection. When we landed, the flight assistant asked for the people who had asked for special assistance to stay seated until everybody had disembarked. Of course, we could not wait. We ran to find out on a monitor our gate, because no one helped us, although we asked for help to several ITA employees. When we got to the gate no one was there; we thought it had left because I got to the door to check if it was closed. Suddenly, a very grumpy ITA employee did not ask if we needed help and just started to scream at us why we were at the door. I explained and she did not say that the flight was delayed, she just continued scolding. After a while she said the flight was delayed. Then she called us from the counter and asked why we had requested special assistance “because this assistance is only for people who cannot move”. I explained we asked for assistance to change flights faster because the connection was tight; not because we cannot move, and that we did not wait for it because it did not make sense that we had to hurry, but we had to wait until all passengers disembark. We will never fly with ITA Airways again. We travel a lot and I had never encounter such a disorganized airline. Actually, it is the first time I take te time to write a bad review of an airline. The worts.

✅ Trip Verified | Please don't take this company. We made a Flight to Tokio - Rome and then Rome - Madrid. In the international fly, Tokio Rome, they starved us to death, and in 15 hours of flight offer us only 2 meals that can barely make a dinner for a child, and the staff was rude. In the Rome - Madrid fly, they assure you that you will take the flight but, but they dropped us in the international airport, and when we ask about or delayed flight, they said to us: "Run if you want to take it" and then we and other 30 passengers need to run all the way to to the other side of the terminal because the flight was going to fly away without us. Also, this flight, the Rome - Madrid flight, has a delayed EVERY SINGLE DAY, I make this timetable, every time it was supposed to fly at 21:25 UTC +1 08/07 - 22:02 09/07 - 23:06 10/07 - 22:03 11/07 - 22:46 12/07 - 23:01 13/07 - 00:22 14/07 - 23:50 15/07 - 23:53 16/07 - 22:54 17/07 - 22:10

✅ Trip Verified | Worst trip of my life. The airline has 0 organization. First, going to Tokyo was very uncomfortable. The seats are terrible. I understand we flight in economy, but we still paid quite a lot of money for a trip to be comfortable. In 13 hours of flight we were served food ONCE. Several hours later they gave us a snack that won't even satisfy a 2 years old. Then coming back from Tokyo was even worse. Again in 14 hours food was served twice, the quality even worse than before. The restrooms were absolutely filthy right starting the journey (which means they didn't clean them at all) And what made me write this review is not all the previous said but the fact that our flight was delayed by 1:20'. That means that we wouldn't make it to Rome before the next flight leaves. In Tokyo we were told that the flight will wait for us, and they did, but we had to run and rush through all the airport of FCO, a woman even fell down and had an injury, we had to go to a whole different terminal because ITA Airways couldn't think about leaving us closer or plan better the trip. We made it but at what cost. We even had to go through a security check (which is ridiculous, we are in a connecting flight). We had such a terrible time I'll be traumatized by this company for the rest of my life.

✅ Trip Verified | Simply the worst customer experience. I booked weeks ago and chose seats for myself and my colleague. As a Volare Executive Member my seat choices are free but I had to pay for him to select seats. On both legs of our trip today, our seats were randomly changed with no explanation or regard for us being moved from window/aisle to center seats (one of us on each flight). The gate agents could not have cared less, or been more rude or dismissive, And this is how they treat their frequent fliers. It’s hard to tell if this Arline is actually this bad at customer service, or just generally this stupid. Either way, do not fly with them if you can avoid it. Any of the low cost airlines that operate inside Italy far exceed the experience with ITA.

✅ Trip Verified | Was rebooked by Delta onto this ITA flight after a sudden cancellation, and a day of turmoil trying to reschedule our return home. Arrived at FCO hours in advance to allow for a sufficient buffer of time. The actual check in and baggage check was quite easy, although they did not open until 11 AM. Waiting at the gate, the boarding process was a chaotic mess, as if this was the staff's first time with such a procedure. I was pleasantly surprised that the premium economy seats had sufficient legroom, and reasonably comfortable. I did pay twice for the extra room, which will be disputed with Delta. The cabin seemed acceptably clean, although quite hot. The weakest links by far of this trip were the flight attendants, food, and deteriorating cleanliness of the bathroom facilities. The flight attendants were unnecessarily short, in some cases, downright rude, and condescending. Given a meal choice of chicken or pasta, evidently, I made the egregious error of asking (politely, in Italian, mind you), what type of chicken/accompanied by what. The flight attendants couldn’t be bothered by such a trivial question, preferring instead to make snide comments to one another, (“Chicken is chicken.” “It is Italian chicken.”), even going so far as to laugh rudely at my expense, casting a comment about Americans in Italian, which they thought would not be understood, but was. Completely unprofessional, and unnecessary. When doling out beverages, you would think they came from out of pocket. Half a paper Dixie cup of warm Diet Coke, and when asked for a refill of tepid tap water, you’d think I’d asked to borrow money. The food was absolutely terrible-bland, flavorless, stale bread, etc. Several steps down from cafeteria fare. The bathrooms sank into squalor over the duration of the flight, to the point where passengers from the premium and economy classes did their best to make it past the gauntlet of hostile flight attendants to use the business class facilities. This was the only time you saw a flight attendant. For six solid hours, no refreshments were given out. On one rare sighting, my wife asked an attendant if she could please have a Diet Coke; she was dehydrated. Of course, the reply was, “No.” Simply appalling. Trying to deboard the plane, passengers were blocked by someone attempting to restock the flight kitchen. Based on this experience, we will certainly never fly ITA. They cast a negative impression on the very welcoming and caring people of Italy.