ITA Airways

ITA Airways is the flag carrier of Italy. ITA was founded in 2020 and began operations on October 15, 2021, as the successor to Alitalia, which had been in administration since May 2, 2017. The Italian government, through the Ministry of Economy and Finance, owns 59 percent of the airline; Lufthansa Group owns the remaining 41 percent following its January 17, 2025 acquisition. Under the terms of that deal, on May 12, 2026 Lufthansa formally announced it is exercising the 49% option now (€325M deal raising its stake to 90%, closing pending regulatory approval). ITA Airways is headquartered in Rome and operates from a hub at Rome Fiumicino Airport. It joined Star Alliance on April 1, 2026.

Telephone
Customer service : (877) 793-1717
Email
Mailing address
Via Venti Settembre 97
00187 Rome, Italy
Website
ita-airways.com

What you need to know about ITA Airways

Customer service experiences with ITA Airways can be a hit or miss. Some users report fast, helpful responses, while others find the support to be slow.

We get few complaints about ITA Airways. An airline representative promised to refund this customer’s seat upgrade, but six months later, the airline still has his money. The airline also failed to reimburse this customer for all items in her lost luggage. This customer paid $594 for an ITA Airways upgrade, only to be seated in economy and end up fighting to recover her lost money.

How to resolve a problem with ITA Airways

Try self-service first

Use our proven resolution methods, or ITA Airways’s self-service links below.

Contact an executive

Start with the primary contact below, then escalate step by step if needed.

Get free advocacy help

Contact Elliott Advocacy for free mediation of unresolved complaints.

Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.

We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.

How fast does ITA Airways respond?

Live chat
ITA Airways does not have live chat support.
Phone support
Phone inquiries typically take 1 to 10 minutes to receive a response, although it can sometimes be longer if there’s a high volume of customer service requests. Phone support is available 24/7. Phone number: Customers can contact ITA Airways at (877) 793-1717.  
Email support
Email inquiries typically take 1 to 3 business days to receive a response, although it can sometimes be longer if there’s a high volume of customer service requests. Email address: Customers can contact ITA Airways at specialassistance@ita-airways.com for special assistance, though it's always best to use the "support" section on ITA Airways's website for the most accurate and up-to-date contact information.  
Social media
ITA Airways is active on social media platforms like Instagram, Facebook, and Twitter. Responses can range from a few hours to a day depending on the platform and the inquiry’s complexity.
Verified contacts

ITA Airways customer service executives

Maintained by Elliott Advocacy and updated regularly. Here’s how we do it →

Primary
Lucia Lombardo
Customer Relations Manager
Secondary
Mirko Albanese
Contact Center Customer Operations Head
Secondary
Antonino Turrichi
Via Alberto Nassetti
Chief Executive
Jöerg (Jörg) Eberhart
Chief Executive Officer

Additional contacts

Anna Marchi
Anna Marchi Chief Customer Operations Officer
Sandro Pappalardo
Chairman

ITA Airways customer service policies

ITA Airways' privacy policy explains how it collects, uses, and protects personal data while ensuring compliance with GDPR and other regulations. It details security measures and outlines circumstances under which personal information may be shared with third parties, such as service providers or partners, under strict safeguards.

ITA Airways loyalty program

ITA Airways loyalty program ITA Airways ended its Volare loyalty program on March 30, 2026. As of April 1, 2026, ITA Airways participates in Miles & More, the Lufthansa Group loyalty program. Existing Volare members were given instructions to transfer status and miles. For details, see the Miles & More page on the ITA Airways website: ita-airways.com/

Frequently asked questions about ITA Airways

Because ITA Airways is part of the Lufthansa Group, complaints unresolved at ITA can sometimes be escalated to Lufthansa Group customer relations. See the Lufthansa contacts page.
Email ITA Airways at travelinformation@ita-airways.com.
ITA Airways customer service is available 24/7.
  1. Go to the airport’s lost and found office and fill out a P.I.R. (Property Irregularity Report). 
  2. You can track your baggage status through the airline's baggage search service. 
  3. If you haven’t received your luggage within two days of submitting the P.I.R., send a detailed list of contents along with your P.I.R. number and baggage ID tag to bif@ita-airways.com or fax it to +39 06 6543 3114. 
  4. After 45 days, baggage is considered officially lost.
Manage your booking on the ITA Airways website. If you encounter any issues, call (877) 793-1717.
ITA Airways tickets are non-transferable.
Yes, ITA Airways allows you to cancel reservations for flights to or from the U.S. within 24 hours without penalty, provided the booking was made at least 7 days before departure via the USA website.
Check in through the ITA Airways website or the 'ITA Airways' app.
Online check-in is available 48 hours before departure, except for flights to/from the U.S., where it opens 24 hours before departure.
Online check-in closes 90 minutes before international flight departure and 45 minutes before domestic flights. Before the cut-off time, you can still:
  • Get your boarding pass
  • Change your seat
  • Purchase additional baggage
  • Select a specific seat
  • Passengers requiring special assistance
  • Passengers aged 14 or younger
  • Group bookings of more than 9 people
  • Passengers with special baggage
  • Passengers with same-day connecting flights on a different airline
  • Passengers with revalidated or reissued tickets in the same booking
  • Passengers on journeys with two or more connecting flights that involve a different departure airport for the next leg
Additionally, passengers departing from the following locations cannot check in online: Dubai, Ibiza, Lampedusa, Luxembourg, Menorca, Pantelleria, Palma de Mallorca, Split, Tirana.
  • To travel with a service animal, fill out the DOT Service Animal Air Transportation Form available on the ITA Airways website. 
  • Service animals must sit on your lap or at your feet, without entering another passenger’s foot space. 
  • If there is no space for large service animals, ITA Airways may require them to be moved to cargo without additional fees. 
  • Each passenger is allowed up to two service animals.
ITA Airways may deny a service animal if:
  • The animal poses a threat
  • It causes significant disruption
  • It violates safety and security regulations
  • The required form is not provided by the passenger
The standard seat width in ITA Airways economy class varies from 18.5 inches (46.99 cm) to 16.53 inches (41.98 cm).

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