Complaints

• Initial Complaint

  12/09/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had a flight booked and the cancelled my flight les than a week before departure and refused to reimburse me for my incurred expenses as well as for a new flight.

  Customer response

  01/02/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by ITA Airways regarding complaint ID ********.
  
  Sincerely,
  
  ***** ******
  

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  *** received payment for a flight from mytrip that was cancelled and ***, along with ************** and mytrip is refusing to refund my money after my partner had a stroke and medical documents were uploaded in Italian.

  Customer response

  12/20/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by ITA Airways regarding complaint ID ********.
  
  Sincerely,
  
  ****** ********
  

• Initial Complaint

  10/25/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  In August 2024, we purchased first-class round-trip tickets for nearly $9,000 with ITA Airways for a business trip. My elderly parents and I tested positive for COVID-19 shortly before departure. Given my father's heart condition and my mother's diabetes, we needed to cancel for health reasons & to prevent spreading the virus. *** initially agreed to issue a refund & directed us to request it through **************** (****), which we promptly did on August 25, 2024. Since then, ITA Airways has acted unprofessionally & irresponsibly:-ITA suggested we "just take the trip next week," disregarding the serious nature of COVID-19 recovery &the fact that this was a business trip, not a vacation.-When we explained why this was not feasible, ITA stopped communicating. At one point, they even told **** there was no manager available to handle the refund decision.-*** eventually ignored all of ****'s repeated attempts to resolve the issue.-For months now, *** has refused to process our refund, despite their earlier agreement and the clear health risks associated with our situation. We have been in communication with AMEX, but ITA's complete lack of response has made resolution impossible. **** told us to file a complaint here &in court.We are seeking a full refund of the $10,000 USD for the first-class tickets, as ITA Airways has provided no service and has completely disregarded our legitimate request that they agreed to (THEY told us we could get a refund. We asked if they could refund at least the other "return" flight as we had called 10 days in advance to cancel it, if they did not want to uphold their offer of a refund for our initial flight. They just did not respond.) We are prepared to take legal action if necessary, as this level of customer service is unacceptable. Their refusal to engage in any communication or refund process is a warning for other travelers concerned about their safety and financial protection. ITA Airways has an obligation to refund us.

  Customer response

  11/18/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by ITA Airways regarding complaint ID ********.
  
  Sincerely,
  
  ****** ******
  

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have an issue that Im trying to resolve. I bought a ticket for my son but unfortunately he was put on felony probation and cannot leave the country for the next five years. I just want a complete refund if transfer to my name. I also feel like this is nefarious and there is corruption at Ita airways. I ga e contacted the Italian and the *** to seek additional help. I have emailed ********************************************************************************** ************************************************************************************************* ********************************************************************************************* *********************************************************************************************** ****************************************************** ****************************************************************************** to no avail. I requested to speak to upper management but they refused. I cannot see losing money where there are exemptions that could be made due to the circumstances. I will take this legally if the bbb cant get resolution.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hi, My flights were cancelled less than a week before departure. ITA claims that the cancellation was due to safety reasons with the security situation in ******, but no major escalation has happened, flights are operating normally into and out of ***********, and El Al Israel Airlines is operating this FCO- TLV flight normally. While I understand concerns for crew safety, as nothing actually has happened on the ground to endanger crew, and while this route is still being operated by another carrier, it does not seem as if operating this flight is beyond ITA's control, especially since the aircraft typically sits on the ground in TLV for only about an hour. Additionally, ITA misled me as to the reason of the cancellation, and refuses to acknowledge the facts on the ground in ****** from someone on the ground in ******. Their denial of my request for compensation, changing the reason after every response, appears to be illegal under Israeli law, and also a violation of DoT rule 85 FR ********************** deceptive practices by an airline. Additionally, despite my requests to be switched to the El Al direct flight FCO-TLV or to any flight at all, ITA customer service claimed that they could not rebook me on any flight, which is a clear violation of Israeli law, even in extenuating circumstances. ITA response to my complaint made it clear that they had not done a proper investigation as to what happened, and did not reflect an appropriate sensitivity for such turbulent times. I request a proper, thorough investigation, as I am concerned by these violations of law specifically on a route frequented by mostly Jewish passengers, especially at a time when antisemitism is at an all time high in ******, and request to receive the statutory compensation under Israeli which clearly is due. Thank you in advance for your assistance, **** ******

  Customer response

  09/19/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by ITA Airways regarding complaint ID ********.
  
  Sincerely,
  
  **** ******
  

  Customer response

  09/19/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by ITA Airways regarding complaint ID ********.
  
  Sincerely,
  
  **** ******
  

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The booking code: ****** Booked on 5/28/2024 and processed 5/29/2024.This booking was made for my family of 4 (2 children, wife and I) as well as my mother, niece and nephew, sister in law and her daughter. Total of 9 tickets (travelers). However, I am seeking a refund only for my family (4 of us). 2 adult tickets ($974.60 each) and 2 child tickets ($957.90 each). Total refund I'm seeking is $3,865.When we arrived at the check-in counter my 9 year old son was denied boarding due to his passport expiring shortly after our scheduled return. I had looked at his passport and assumed we'd be able to go and come back before it expired then turn it in for renewal once we came back. However, I learned that day that they require at least 3 months validity on the passport. I had never heard of this before and had I known I could have expedited and renewed his passport before our trip. The airline had our passport information and expiration dates and said nothing until we arrived at the counter. I even checked in online the day before our trip and the system did not indicate any issues with our passports. It's frustrating to find out there is an issue when there is no time to fix it. If I'd been informed at minimum the day before when I did the online check-in, I would have been able to get the same day passport renewal at the passport agency and made that flight. What is the purpose of checking in and entering passport information and expiration dates if it's not going to check the validity of the passports? Along with that, what is the purpose of an expiration date of the passport is not valid for travel up to that date? That's only the begining of my frustration. After my son was denied boarding, my wife and I along with our other son also stayed behind because he is 9 years old and our other child is 2 years old, so the four of us could not make that flight but the rest did.I will attach a document giving the details of what happened and why I am seeking a refund.

  Customer response

  09/02/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by ITA Airways regarding complaint ID ********.
  
  Sincerely,
  
  ******* *****
  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  had tickets from **** to **** ***** for May25-june 5 reservation ******. On ITA airways flight#***** when tickets were canceled got a new reservation #****** when canceled got case #******** sent all medical info needed to cancel ******** and *************************** tickets. was promised a refund totaling $2200. called several times and getting the run around.Pls help us get our refund. this is a medical necessity that tickets were canceled. **** needs hip surgery, ******** was care taker

  Customer response

  08/02/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by ITA Airways regarding complaint ID ********.
  
  Sincerely,
  
  *****************************
  

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I would like a refund for a flight to ***** where I had a broken seat in BOTH directions! I have contacted the company 10 times and sent several emails. No one will contact me. I keep getting some call center in ***** and can hardly understand the rep. I was given a case number, but today I found out they closed my case without ever contacting me.LAX to ******* April 16, **** to LAX May 7. Conf # ******. I paid $2500 for my upgraded ticket which included a seat that reclined. My biggest complaint is that I can NOT speak or email a human to discuss this matter. The last man I spoke to (*****) said the case is closed and I get no refund!ITA is partners with ***** Airlines and I would be willing to settle for credit on any international ***** flight as I would never fly ITA again. I am quite sure they do not maintain the safety of their aircrafts!

  Customer response

  06/28/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by ITA Airways regarding complaint ID ********.
  

  I have tried to contact this company several more times since I filed this complaint with you and still have heard nothing

  
  Sincerely,
  
  *********************************

  
  

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am filing a complaint against ITA Air regarding my carry-on luggage, which was lost on May 22, 2023 after being required to check it at the gate. Despite numerous attempts to resolve this issue with the airline, I have received no meaningful update or resolution ref. # ******** . It feels as though ITA Air is completely ignoring me and looking the other way to stiff me out of my money for their mistake.The lack of progress is unacceptable and raises serious concerns about ITA Air's commitment to customer service. I am seeking your assistance to get an immediate update and a prompt resolution to this matter.Several attempts have been made including customer service and upper management ***************************************************** ************************************************ ************************************************ *********************************************** ****************************************************

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On May 9, 2024 I flew to **** on I****** with a continuation to ******** on ******. I purchased my ticket from Priceline on March 8, 2024. My ticket class was economy light that allows only a carry on. The cost of my round trip fare was $994.25.I am an elderly male 77 years of age. It so happened that I had to bring with me more medication, and more items than I originally expected, making my carry on unsuitable for this journey. I needed to check, therefore, one bag. When I checked into my flight 24 hours prior to the departure date/time, and checked the box requesting 1 checked bag, I was hit with a $240 excess baggage fee (about a quarter of my ticket price). I did not believe my eyes... I called ITA customer service trying to make them agree to a reduced baggage fee, by they refused.I find this excess baggage fee completely unreasonable, unprofessional, and unthinkable, and I ask ITA to refund me at least $150 of the $240 amount.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩