When Jose Portela tries to cancel one of his airline tickets on ITA, the carrier cancels the wrong one. Who should pay for this ITA ticket mistake?
Question
I’m trying to get a refund for a ticket on ITA, and I’m hoping you can help me. We had tickets on ITA to fly from Dallas to Barcelona to catch a cruise. My grandson, Jacob, could not make the cruise, so four months before our departure, I called ITA to cancel his flight.
Just before our departure, I checked the remaining three passengers and I found out Jacob had not been canceled by ITA. Instead, it had canceled one of the other passengers who was going on the cruise.
Instead of simply changing the name on the reservation (Jose instead of Jacob), ITA forced me to spend another $604 and refunded Jacob’s ticket which was much less ($268).
This cancellation mistake was ITA’s, not mine. I am requesting a refund of the $335 difference in cost between the original and replacement tickets.
I called ITA and they told me that someone would contact me that day, but they never did. Can you help? — Jose Portela, Dallas
Answer
ITA should have canceled the correct ticket, but if it didn’t, it should have fixed its ticket mistake quickly.
You could have avoided this problem entirely. It looks like you called ITA to make the cancellation. That’s absolutely fine, but ITA also allows you to cancel a reservation by sending an email to bookingschangesrefunds@ita-airways.com. (Related: Downgraded on my ITA Airways flight. Why can’t I get a refund?)
Why would you want to do that? Because you’ll have a paper trail of the cancellation with the correct name of the passenger on the canceled ticket. It looks like the call center agent misunderstood your request and canceled the wrong ticket.
Another thing you could have done was to carefully review the email ITA sent you with the cancellation confirmation. This would contain the correct information. To be extra sure, you could have checked the other reservations to ensure they were still active. That’s something I would highly recommend if you try to cancel by phone.
What to do when ITA refuses to take responsibility for a ticket mistake
When an airline like ITA makes a mistake — whether it’s canceling the wrong ticket, overbooking a flight, or misplacing your luggage — you can help it see the error of its ways. Here’s a quick guide to help you navigate the situation:
1. No screaming!
It’s easy to get frustrated. But staying calm and polite will get you further. ITA is more likely to help you when you’re respectful. If you get confrontational, not so much. Explain the issue clearly, provide all necessary documentation, and be patient while you wait for a resolution.
2. Line up your paperwork
If the airline is denying its mistake, make sure you have all the facts in writing. This includes:
- Your original booking confirmation.
- Any email or written correspondence related to the issue.
- Proof of the mistake (e.g., screenshots, receipts, or statements).
A paper trail is a must. It’s so important that I’ve started to repeat myself. Sorry.
3. Escalate to a supervisor
If the frontline customer service agent refuses to acknowledge the mistake, ask to speak with a supervisor or manager. Supervisors often have more authority to resolve complex issues and may be able to offer a solution that the initial agent could not. Again, remain calm and explain your situation again. (Related: She bid $594 for an upgrade on ITA Airways but was seated in economy class. Now her money is gone.)
4. File a formal complaint
If escalating to a supervisor doesn’t lead to a resolution, file a formal complaint with the airline. Most airlines have an official process for handling complaints, and submitting one in writing ensures there is a record of your issue. Make sure to include:
- A detailed description of the situation.
- Any relevant documents, including receipts, emails, or photos.
- A clear request for compensation or a resolution (e.g., a refund, voucher, or reimbursement).
ITA should acknowledge your complaint and provide a response within a few weeks. If it doesn’t, follow up to ensure your case is being reviewed.
5. Contact ITA’s executive team
If you’re still not getting anywhere, try reaching out to the airline’s executive customer service team. These higher-level departments often have more flexibility and are empowered to make decisions that frontline agents can’t. Here are ITA’s contacts.
6. Get help from a consumer advocate
If all else fails, consider turning to an independent consumer advocate like us. We can often bring additional pressure to bear on the airline to resolve the issue.
7. Consider filing a complaint with a regulatory body
If your issue remains unresolved, you may be able to file a complaint with a regulatory body like the U.S. Department of Transportation (DOT) or other national aviation authorities. These agencies have the power to investigate complaints and, in some cases, force the airline to comply with regulations. (Here’s our best guide to resolving your consumer problem.)
8. Take ’em to court
In many cases, airlines are legally obligated to take responsibility for their errors. For example, if ITA canceled because of a mistake, you may be entitled to a refund or compensation. That’s especially true if you’re flying in the EU where EC 261, the European consumer protection law, applies.
How about your ITA ticket mistake?
You’re absolutely right, the best solution would have been for ITA to change the name on the active reservation to the correct one. But airlines claim there are security reasons why that isn’t allowed. Personally, I believe there are also money reasons — because at least in your case, ITA initially benefited from its own error.
I’m not surprised ITA didn’t call you back when it said it would. I’ve heard that promise so many times from customer service agents, and I’m sure it’s just a way to get you off the phone. I’ve never gotten a call back within 24 hours, and I don’t know of anyone who has.
You could have appealed this to one of the ITA executive contacts I publish on this site. A brief, polite email might have persuaded the airline to refund you the fare difference.
You reached out to my consumer advocacy team. I contacted the airline on your behalf, and ITA issued a refund of the fare difference plus a $150 future trip credit as an apology.
