ITA Airways is the flag carrier of Italy. It is owned by the government of Italy via the Ministry of Economy and Finance and was founded in 2020 as bankrupt Alitalia’s successor.
How to reach a person at ITA Airways
Customer service: (877) 793-1717
specialassistance@ita-airways.com
ITA Airways Responsiveness rating
The Elliott Responsiveness Rating scores companies based on how responsive they are to customers. Here's more information about our ratings. Want to know which companies have the best -- and worst -- customer service? Check out our Red List and Green List. Rate ITA Airways
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.
- ITA Airways’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
- You can resolve a problem with ITA Airways with our insider guide or through our executive contacts.
- ITA Airways’s customer service policies are standard. Here are our frequently asked questions about ITA Airways.
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.
ITA Airways customer service response times
ITA Airways’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue. However, here’s a general idea of what to expect:
| Live chat | ITA Airways does not have live chat support. |
| Phone support | Response time: 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 | Response time: 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, 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 | Response time: 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. |
How to resolve a problem with ITA Airways
This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.
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.ITA Airways mailing address
Via Alberto Nassetti
Fiumicino
Latium, IT 00054
ITA Airways loyalty program
ITA Airways’ Volare loyalty program features four clubs, each offering unique benefits. These perks include free seat selection, priority access at gates, priority boarding, priority check-in, and priority baggage. To sign up, visit ITA Airways’ website and fill in your personal information.
ITA Airways social media channels
ITA Airways executive customer service contacts
Primary Contact
Lucia Lombardo
Customer Relations Manager
Via Alberto Nassetti
Fiumicino
Latium, IT 00054
Lucia.Lombardo@ita-airways.com
Mirko Albanese
Contact Center Customer Operations Head
Via Alberto Nassetti
Fiumicino
Latium, IT 00054
mirko.albanese@ita-airways.com
Secondary Contact
Anna Marchi
Chief Customer Operations Officer
Via Alberto Nassetti
Fiumicino
Latium, IT 00054
anna.marchi@ita-airways.com
Chief Executive
Antonino Turrichi
Via Alberto Nassetti
Fiumicino
Latium, IT 00054
aturicchi@ita-airways.com
What is ITA Airways' email address?
Email ITA Airways at travelinformation@ita-airways.com.
What are ITA Airways' customer service hours?
ITA Airways customer service is available 24/7.
What should I do if my luggage is lost on ITA Airways?
- Go to the airport’s lost and found office and fill out a P.I.R. (Property Irregularity Report).
- You can track your baggage status through their baggage search service.
- 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 65433114.
- After 45 days, baggage is considered officially lost.
How do I manage my ITA Airways booking?
Manage your booking on the ITA Airways website. If you encounter any issues, call (877) 793-1717.
Can I transfer my ITA Airways ticket to someone else?
ITA Airways tickets are non-transferable.
Does ITA Airways have a 24-hour cancellation rule?
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.
How do I check in for my ITA Airways flight?
Check in through the ITA Airways website or the ‘ITA Airways’ app.
When does online check-in open for ITA Airways flights?
Online check-in is available 48 hours before departure, except for flights to/from the U.S., where it opens 24 hours before departure.
When does ITA Airways online check-in close?
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
Who cannot check in online for ITA Airways flights?
- 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.
What are ITA Airways' rules for service animals?
- 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.
When will ITA Airways deny a service animal?
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
What are the standard measurements for ITA Airways economy seats?
The standard seat width in ITA Airways economy class varies from 18.5 inches (46.99 cm) to 16.53 inches (41.98 cm).
How to get professional help with your ITA Airways problem
If you need help with ITA Airways, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.
