ITA Airways Reviews & Complaint Guide

The delay stretched long enough that passengers were given meal vouchers, but the amount barely covered a sandwich at the airport. I appreciate getting something, but it felt more symbolic than useful when families were stuck waiting for hours with children.

This was a rare travel day where nothing dramatic happened. ITA Airways AZ323 boarded close to the posted 11:10 time, the cabin was clean, and the crew kept the announcements short but useful. I landed at BOM close enough to schedule that my ride did not have to circle the airport.

The fare looked reasonable when I booked, but the final cost felt different after seat selection, baggage, and a change fee. For the Amsterdam Schiphol to Nairobi trip, the add-ons made the ticket feel misleading. I would rather see the real price earlier than be surprised step by step.

After the cancellation, passengers were told hotel vouchers would be sent by text. Some people received them, some did not, and the desk could not explain why. By the time I found a room myself, the nearby hotels were much more expensive than they had been earlier in the evening.

I paid extra so our family could sit together, then at the airport the seats had been split anyway. The agent kept pointing to the screen like that answered the problem, even though my receipt showed the seat purchase. On a long JFK-LHR flight, being moved away from a child after paying for seats is not a small inconvenience.

The airport desk told us all rebooking had to be handled by phone. I called twice from the terminal, waited long enough to watch other passengers give up, and still did not reach anyone who could fix the trip. When travel plans are falling apart, being bounced between airport staff and the call center is not support.

After a tiring trip, I mostly wanted the bags to show up and the staff to be polite. That is exactly what happened. The baggage belt at HNL started quickly, both checked bags arrived together, and the employee nearby helped an older passenger lift a heavy suitcase without being asked.

Our original flight was cancelled and ITA Airways automatically moved us onto a connection that looked impossible from the start. Staff at DOH kept saying the new 11:10 departure was the only option, but by the time we landed the onward gate was already closed. What bothered me most was being told to call support while standing in the airport with hotel nights already paid for.

We came off a long international leg exhausted and still had one more flight to go. The crew on ITA Airways AZ582 noticed several people were connecting onward and made a point of checking who needed gate information. It was not fancy service, just thoughtful and human, which mattered after a long day.

The area around seat 18A smelled strongly of the lavatory for most of the flight. A crew member offered a middle seat several rows back, but that was the only option. For a long trip, this was one of those problems that sounds small until you are stuck with it for hours.

Once the connection was missed, every person pointed somewhere else. Airport staff said to call, the call center said to ask the airport, and the app kept showing options that disappeared before I could select them. Nobody sounded responsible for getting us to the destination anymore.

The app changed first, the airport screen changed later, and the people at gate A4 still had no explanation. By the time someone finally said the 11:10 departure was delayed, several passengers had already missed the chance to adjust their connections. The delay was frustrating, but the silence made it worse.