Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a trip from **** to ***** on ************ but unfortunately a month later my job informed some employees they were being let go. I have ITA all of this information then they ask for more proof and I gave them that but then they still denied me getting a refund. I applied for a employment reduncy. I have all of the emails where they kept asking for information. They made up an excuse why I couldn't get my refund.

  Customer Answer

  Date: 04/13/2025

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

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This was a flight that was on January 12th, there had been a previous problem with one of the names on the reservation and they had told us that it was fixed because we got it fixed before we left for the trip, when we went to check in for the flight the night before it said that there was a problem with one of the names, so we drove to the airport the night before the flight to talk to the airline which is what they told us to do when I called to get it fixed, we went and upon arriving there were no employees to be found, so we asked another airline and they said that the airline wouldnt show up until two hours before our flight, so we came back the next morning with 4 hours before the flight and they didnt show up until two hours before the flight left and they tried to get it fixed and then told us that they couldnt fix it and we were not able to board the flight resulting in us having to look for same day international flights back to ******* from *******************, they gave us no flight credit or any thing to help with the next flight, we had to buy a new flight which was $2500

  Customer Answer

  Date: 03/07/2025

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

• Initial Complaint

  Date:01/20/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two tickets from ITA Airways for a flight to **** on February 5, 2025. Unfortunately, one of the travelers, *** ***** *******, requires a travel **** to enter *****. Upon scheduling an appointment at the Italian Consulate in ***** on January 6, 2025, I was informed that there are 30 individuals ahead of me in the queue, making it impossible to secure the necessary **** before the travel date.I have made extensive efforts to address this situation, including:Attempting to call the consulate multiple times.Visiting the consulate in person to request an expedited appointment.Despite my best efforts, I have been unable to secure the **** in time for travel. I reached out to ITA Airways to explain the situation and request a refund, even for just one of the two tickets, as one traveler cannot make the trip. However, ITA Airways has refused, citing their non-refundable ticket policy.While I understand the terms of the ticket purchased, this situation is entirely beyond my control. The inability to travel is due to the **** appointment backlog at the Italian Consulate and not due to any negligence or change of plans on my part. I believe it is unfair and unreasonable to penalize a customer for circumstances outside their control.I respectfully request a refund for at least one of the two tickets or a credit that can be applied to future travel. This would be a fair resolution, considering the unique circumstances.I hope ITA Airways will consider the situation compassionately and work with me to reach a resolution.

• Initial Complaint

  Date:01/09/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 4, 2024, my wife and I booked two round-trip business-class tickets between *********** and **** with ITA Airways (booking ref: ******* for USD ******* each.On the day of our flight on December 22, 2024, at the ITA Airways counter at ***********, we were informed by their staff that my wife's seat was broken and would not lay flat, which is the main reason why passengers booked a business class ticket and one of the reasons they are so expensive, not to mention it goes against what *** advertises while promoting their business class on their website, which says "on board, enjoy total comfort, relaxation, and refined simplicity with plush leather seats that ensure quality rest with a reclining angle of up to 180."We asked if they had other seats to accommodate my wife, but the flight was full, and they couldn't do so. However, they provided me a QR code to contact the *** support team, and they could offer me a partial refund for the service not provided as advertised.During the flight, not only did we confirm the seat could not recline "up to 180" as advertised, but the food tray was also removed from the seat, and my wife had the multi-course business class meals served on her armrest.We contacted *** immediately after we landed in ***** on December 24, 2024 (ref. case ********), and their team only offered us a USD ****** voucher. The value of the voucher is fair; however, we wanted it refunded to our credit card, not a voucher. We are not regular *** passengers, and *** just flies out to ***** from ***********, which means we could only use the voucher if we travel again to *****, which we don't plan to do in the foreseeable future, making the voucher useless.We contacted *** again to explain the situation, but they refused to convert the USD 417 voucher into a refund, so we are contacting BBB to see if we can make this happen.

  Customer Answer

  Date: 02/02/2025

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

• Initial Complaint

  Date:01/07/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We obtained business class upgrades through the upgrade bid process because my partner has a chronic pain condition and we hoped to make the travel experience more comfortable for her. I was also enticed by the inclusion of checked bags.(1) During this bid process I was not able to find anything that stated explicitly whether luggage would be included as part of the upgrade (NOTE: when I clicked on Terms and Conditions the link did NOT take me to any terms and conditions just the airline website home page). My choice to bid $2500 for two upgrades was largely informed by my belief based on the information available to me that this would include luggage.(2) I was pleased to see that the website and the app both showed that after we had these upgrades our luggage allowance included 2 pieces of 32 kg luggage for our entire itinerary. This is in clear contrast to our return flights (not upgraded) which did not show this allowance. This made it clear that it was tied to our upgrade (3) Our electronic tickets (also attached) clearly say that 1st checked bag and 2nd checked bag are "Free of Charge UPTO70LB".(4) We made our packing decisions for this trip based on the understanding we had free luggage for one direction. At $160 per bag per direction we would have packed very differently.(5) When we arrived at the airport the check-in agents said we were required to pay. We called ITA customer service. The customer service agent told the check in agents that yes we were business class and that we were entitled to free checked luggage. Then at some point her supervisor apparently told her this was not the case. At this point we just wanted to go to our flight so we paid the outrageously expensive luggage fees ($160x2 for two checked bags). The customer service agent told us to file a complaint.I submitted a complaint November 3rd and received an automated acknowledgment have not heard back in the 60 days since. I am asking for a refund of the $320 luggage fees.

• Initial Complaint

  Date:01/03/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our friends were supposed to travel to ****, ***** with us and the husband experienced a fall and was hospitalized. After providing supportive documentation of said hospitalization and months of delay in response on behalf of ***, they closed both cases stating they would refund a tax of *****.

• Initial Complaint

  Date:12/09/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 01/02/2025

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

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** 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 Answer

  Date: 12/20/2024

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

• Initial Complaint

  Date:10/25/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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 Answer

  Date: 11/18/2024

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

• Initial Complaint

  Date:09/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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.