ITA Airways, Italy’s flag carrier and successor to Alitalia, has been a topic of discussion for travelers seeking reliable flights to and from Italy. As a member of the SkyTeam alliance, it operates routes across Europe, North America, and beyond. But what do passengers really think about their experiences with ITA Airways? This article dives into ITA Airways reviews from various platforms, offering an in-depth look at the airline’s performance, customer service, and onboard experience, while adhering to SEO best practices and Google’s E-E-A-T (Experience, Expertise, Authoritativeness, Trustworthiness) guidelines.
Overview of ITA Airways
Launched in October 2021, ITA Airways took over from Alitalia with a promise to modernize Italy’s aviation sector. Operating a fleet that includes Airbus A220s, A320s, A330s, and A350s, the airline serves major hubs like Rome Fiumicino (FCO) and Milan Linate (LIN). It offers economy, premium economy, and business class options, with a focus on Italian hospitality. But how does it stack up in real-world traveler feedback? Let’s explore ITA Airways reviews from trusted sources like Trustpilot, Reddit, Tripadvisor, and AirlineQuality.
Customer Experiences: The Good, the Bad, and the Mixed
Positive Feedback
Some travelers have praised ITA Airways for its modern fleet and comfortable onboard experience. For instance, a Reddit user flying from Rome to Los Angeles in 2024 described the seats as “comfy” and “spacious,” with friendly flight attendants and ample food and drink options. Another review on AirlineQuality highlighted a business class flight on a new A330 from São Paulo to Rome, noting stylish cabins, comprehensive amenity kits, and efficient crew service. These positive ITA Airways reviews often emphasize:
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Comfortable seating: Especially in premium economy and business class.
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Friendly staff: Some passengers report attentive and courteous service.
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New aircraft: Modern planes like the A330-900neo and A220-300 offer updated cabins.
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Food quality: On certain routes, passengers have enjoyed Italian-inspired meals.
Common Complaints
However, ITA Airways reviews also reveal significant pain points. Many travelers report issues with customer service, delays, and luggage handling. On Trustpilot, ITA Airways holds a low rating of 1.4/5 based on over 2,700 reviews as of July 2025, with frequent complaints about:
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Poor customer service: Passengers describe unresponsive phone lines, unhelpful staff, and long wait times. One Trustpilot reviewer called the customer service “nonexistent,” citing agents who yelled or hung up during calls.
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Flight delays and cancellations: Multiple reviews, including one on Reddit, mention significant delays (e.g., 4–8 hours) or last-minute cancellations that disrupted travel plans, costing passengers time and money.
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Luggage issues: Lost or delayed luggage is a recurring theme. A Trustpilot user reported their suitcase being sent to Honduras instead of Morocco, only locating it thanks to an Apple AirTag.
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Hidden fees: Several travelers, including one on Tripadvisor, were frustrated by unexpected charges, such as €100 for seat selection or inflated luggage fees at the airport.
Mixed Experiences
Some ITA Airways reviews fall in the middle. A Reddit user who flew from Miami to Rome in 2024 gave a “mediocre” rating, citing comfortable seats but poor in-flight entertainment. Another traveler on AirlineQuality appreciated ITA’s accountability in rebooking a missed connection but was frustrated by miscommunication between partner airlines. These reviews suggest that while ITA Airways can deliver satisfactory flights, inconsistencies in service and operations remain a challenge.
In-Depth Analysis of Key Aspects
Customer Service
Customer service is a frequent pain point in ITA Airways reviews. Many passengers report difficulties reaching representatives, with long hold times or unhelpful responses. A Reddit post from 2024 described an agent calling a passenger an “idiot” during a refund dispute, highlighting a lack of professionalism. Additionally, ITA’s outsourcing of customer service to a call center in Morocco has drawn criticism for hiring inexperienced staff, as noted in a Reddit thread from January 2024.
Onboard Experience
The onboard experience varies by class and route. Business class passengers often praise the 1-2-1 seating configuration on A330s and generous amenity kits. Economy class reviews are more mixed, with some travelers enjoying the food but others calling it “inedible” or “humiliating” (e.g., a Trustpilot review describing bread being “thrown” at a sleeping passenger). In-flight entertainment systems are frequently criticized for being outdated or limited, particularly on long-haul flights.
Luggage Handling
Lost or delayed luggage is a significant issue. A Trustpilot review from July 2025 detailed a family’s ordeal with lost luggage containing essential medication, with no updates from ITA for days. Another passenger on AirlineQuality spent a week without their suitcase, incurring €800 in expenses that ITA failed to fully reimburse. These experiences underscore operational inefficiencies in baggage handling.
Pricing and Value
ITA Airways’ pricing is a point of contention. While some find its fares competitive, others argue that additional fees for seat selection, luggage, or lounge access erode value. A Tripadvisor review from 2024 noted that a direct flight with KLM would have been comparable in cost without the “hidden” charges ITA imposes.
Tripadvisor and Skytrax: Ratings by Route Type
On Tripadvisor and Skytrax, feedback varies depending on whether you’re flying short-haul European routes or long-haul transatlantic flights.
Short-Haul Flights:
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Generally positive reviews for punctuality and ease of boarding.
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The new Airbus A220s are popular for their modern design and quieter cabins.
Long-Haul Flights:
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Business class receives praise for lie-flat seats, amenity kits, and food quality.
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Economy class gets mixed reviews: some flights offer newer seatback entertainment and meals, while others still use older configurations with limited amenities.
How ITA Airways Compares to Competitors
As part of the SkyTeam alliance, ITA Airways competes with airlines like Delta, Air France, and Lufthansa. However, its low Trustpilot rating (1.4/5) contrasts with Emirates (1.8/5) and other carriers, suggesting it lags in customer satisfaction. Positive ITA Airways reviews often compare its business class favorably to budget carriers like Ryanair, but it struggles to match the consistency of premium airlines like Lufthansa, which is reportedly considering a takeover.
Tips for Flying with ITA Airways
Based on ITA Airways reviews, here are practical tips for travelers:
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Book through partners: Booking via SkyTeam partners like Delta may offer better customer service or credit options for cancellations.
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Arrive early: Strict carry-on weight checks and slow check-in processes require extra time at the airport.
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Track luggage: Use devices like Apple AirTags to monitor checked bags, given frequent mishandling reports.
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Check reviews by route: Experiences vary by route (e.g., long-haul vs. short-haul), so research specific flights on YouTube or forums like Reddit for visual insights.
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Know your rights: For delays or cancellations, EU regulations may entitle you to compensation up to €600. Services like AirAdvisor can assist with claims.
Conclusion
ITA Airways reviews paint a complex picture of an airline with potential but significant room for improvement. While some passengers enjoy modern aircraft and friendly service, others face delays, poor customer service, and luggage issues that overshadow their experience. For travelers considering ITA Airways, weighing the pros and cons, booking strategically, and preparing for potential disruptions can make all the difference.
Disclaimer: This article is based on aggregated user reviews and experiences as of August 2025. Individual experiences may vary, and travelers are encouraged to check recent feedback before booking.
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