Passenger rights

Dear passengers,

Our commitment is to always provide punctual and reliable flights. However, despite our constant efforts to operate with maximum efficiency, certain disruptions may occur.

If your flight has been canceled, significantly delayed, or if you have been denied boarding on a flight despite holding a confirmed reservation, you are entitled to exercise your rights under Regulation (EC) No. 261/2004, which entered into force on February 17, 2005.

In cases of combined “air + rail” travel, the Regulation applies exclusively to the air portion of the journey.

The operating air carrier responsible for the disruption must uphold your rights.

If the operating carrier provides assistance—such as hotel accommodation near the airport or bus transfers to and from the airport—but you choose to decline the offer and make your own arrangements, the carrier will not be required to reimburse the costs you incur.

Validity

The aforementioned Regulation applies

  • to passengers departing from an airport located in an EU Member State, or passengers departing from an airport located in a third country to an airport in an EU Member State, provided the flight is operated by an EU carrier and that such passengers have not received compensation or financial redress in that third country.
  • It applies only if you hold a confirmed reservation for the flight in question,
  • and only if you are traveling on a publicly available fare.

For flights to and from the United States, the refund regulations of the U.S. Department of Transportation may also apply.

See the U.S. Department of Transportation refund regulation (available in English only). The link will be opened in a new browser tab
Please note that with this link you are visiting an external website that may not follow the same privacy, security or accessibility policies.

If a delay of more than three hours or a cancelation is attributable to our responsibility, you will be entitled to financial compensation in accordance with Regulation (EC) No. 261/2004, as further interpreted by the decisions of the Courts of the European Union.

However, if the delay or cancelation is caused by “extraordinary circumstances” beyond our control—such as adverse weather conditions, air traffic control strikes, airport closures, mobility restrictions, or flight suspensions ordered by the competent authorities, or other causes not attributable to Italia Trasporto Aereo—passengers are not entitled to claim compensation.

Delay

In the event of a delay, we will make every effort to ensure your departure takes place as soon as possible.

Under Regulation (EC) No. 261/2004, a delay is considered to have occurred when the scheduled departure time is postponed by at least four hours for flights over 3,500 km, by at least three hours for flights between 1,500 and 3,500 km, and for flights within the EU over 1,500 km, and by at least two hours for flights of up to 1,500 km. If your flight is expected to be significantly delayed, you are entitled to assistance from the operating air carrier.

This includes: meals and beverages (in reasonable relation to the waiting time and excluding alcoholic drinks), hotel accommodation if necessary—including transport expenses—and the opportunity to make two short telephone calls or send two messages by fax or email. The operating air carrier is not required to provide such assistance if you are responsible for causing an additional delay to the departure. In the event of delays exceeding five hours, you are entitled to a refund of the ticket price, within seven days, for the unused portion of the journey or for the portion already completed if the delay prevents you from reaching your final destination and, where relevant, to a return flight to your initial point of departure at the earliest opportunity.

Subject to eligibility, compensation is applicable if arrival at the destination is delayed by more than three hours, provided the delay does not result from extraordinary circumstances which could not have been avoided despite all reasonable measures. Such circumstances include adverse weather conditions, political instability, strikes, security risks, and unexpected shortcomings in flight safety.

Overbooking

If, due to overbooking, you are denied boarding on a flight for which you held a reservation, you are entitled to assistance from the operating air carrier as described above in the “Delay” section. In addition, you will be offered transportation to your final destination on an alternative flight. Re-routing must be arranged at the earliest opportunity and under comparable conditions.

Subject to seat availability, you may also choose to reach your final destination at a later date of your choice. In this case, the costs of meals and beverages, hotel accommodation, and transportation between the hotel and the airport will be at your expense.
If you are denied boarding against your will, you are entitled to an alternative flight or to a refund, as well as financial compensation, which may be provided by check or bank transfer or—if you agree—in the form of a travel voucher. The amount of such compensation depends on the distance of the planned journey and the alternative routing offered to you: In the case of flights with a distance

  • up to 1,500 km, compensation amounts to €250.00,
  • between 1,500 and 3,500 km, and for flights within Europe over 1,500 km,
  • compensation amounts to €400.00, over 3,500 km, compensation amounts to €600.00.

When determining the distance, the calculation is based on the final destination for which the passenger experiences a delay in arrival compared to the scheduled time due to denied boarding or flight cancelation.

If you are offered an alternative flight and the arrival time does not exceed the scheduled arrival time of the originally booked flight by more than two hours for flights up to 1,500 km, three hours for flights between 1,500 and 3,500 km, or four hours for flights over 3,500 km, the financial compensation shall be reduced by 50% of the amounts indicated above, namely €125.00, €200.00, or €300.00.

You are not entitled to the above compensation if boarding is denied for justified reasons attributable to you, such as health or safety concerns, or due to missing or inadequate travel documents.

For flights from the United States, the overbooking regulation of the U.S. Department of Transportation applies.

Cancelation

If a flight for which you hold a confirmed reservation is canceled, you are entitled to the same rights of re-routing, assistance, refund, and financial compensation as described above. Where possible, you will be offered re-routing on another flight operated by the carrier or alternative comparable travel solutions that allow you to reach your final destination as soon as possible or, subject to your agreement, a full refund of the ticket price.

However, you are not entitled to financial compensation under EU Regulation if the event is attributable to extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken. Such circumstances include, for example, adverse weather conditions, political instability, third-party strikes, security risks, and unexpected shortcomings in flight safety.

You are not entitled to financial compensation if

  • you were informed of the cancelation at least 14 days before departure,
  • you were informed of the cancelation between 14 and 7 days before departure and the affected flight departs no more than two hours before the original scheduled departure time and/or arrives no more than four hours after the scheduled arrival time,
  • you were informed of the cancelation less than seven days before departure and the flight departs no more than one hour before the original scheduled departure time and/or arrives no more than two hours after the scheduled arrival time.

Downgrading

If an operating air carrier places a passenger in a lower class than that corresponding to the ticket purchased, the passenger is entitled to reimbursement within seven days. The amount of compensation depends on the distance of the scheduled flight segment and the ticket price paid for each segment. For flights:

  • up to 1,500 km, the compensation amounts to 30% of the price of the individual segment
  • between 1,500 and 3,500 km, and for flights within Europe over 1,500 km, the compensation amounts to 50% of the price of the individual segment
  • over 3,500 km, the compensation amounts to 75% of the price of the individual segment.

If you believe you have a valid claim against Italia Trasporto Aereo S.p.A. under the terms described above, you are invited to contact us through

the feedback form The link will be opened in a new browser tab

Change of destination

If your flight has been diverted to a destination other than the one originally scheduled and the operating air carrier is unable to transport you to your original destination, the carrier will arrange alternative transfer to your final destination airport, as well as provide assistance as required under Regulation (EC) No. 261/2004, where necessary. If such a transfer is arranged and you choose an alternative solution, the operating air carrier will not be required to cover any related costs.

How to Request Compensation

If your flight arrives more than three hours after the scheduled time or is canceled within 14 days of departure, you may be entitled to claim compensation under Reg. CE261/04 as subsequently supplemented by the decisions of the Courts of the European Union, if the delay or cancelation is attributable to our responsibility. If, on the other hand, they are caused by “extraordinary circumstances” beyond our control (for example an air traffic control strike, adverse weather conditions, airport closures, mobility restrictions or suspension of flights ordered by the Competent Authorities or other causes not attributable to Italia Trasporto Aereo) you will not be entitled to any compensation under Reg. EC261/04.

In accordance with Regulation (EC) No 261/2004, you can request compensation or a refund for the costs incurred by using our ​contact formThe link will be opened in a new browser tab. Our team will contact you to confirm whether you are entitled to compensation and/or refunds.

Contact us directly to receive compensation or refunds for the expenses you are entitled to: companies that deal with compensation requests charge fees for the services provided, and compensation for these costs is not provided.

Our service is provided by highly specialized personnel and is 100% free.

Baggage Assistance

In the event of delay, tampering, or loss of baggage, you will find all necessary information and contact details to request our assistance at the following link:

ITA Airways Baggage Assistance

Carrier liability

BELOW YOU CAN FIND THE MAIN RULES GOVERNING CARRIER LIABILITY, ITS LIMITATIONS AND PASSENGER RIGHTS IN THE EVENT OF ISSUES RELATED TO PASSENGER AND BAGGAGE AIR TRANSPORT SERVICES.

For further information, please visit:

Rights of Passengers with Reduced Mobility

For information on the services offered by Italia Trasporto Aereo S.p.A. to passengers with reduced mobility, please visit the Special Assistance section.

For information on the rights of passengers with reduced mobility, please refer to the ​REGULATION (EC) 1107/2006The link will be opened in a new browser tab or the relevant sections of the European Union website: ​https://europa.eu/youreurope/citizens/travel/transport-disability/reduced-mobility/index_it.htmThe link will be opened in a new browser tab

For flights to and from the United States, regulations of the U.S. Department of Transportation also apply.

Limits of Liability

In accordance with the Regulation applicable to EU air carriers in compliance with European Union law, the Montreal Convention, and Regulation (EC) No. 889/2002. See ART. XIII of the ​General Conditions of Carriage.

Alternative Dispute Resolution

Platform for Online Dispute Resolutions

If you wish, in the case of online purchases of tickets or services from Italia Trasporto Aereo as a consumer, you may use the European Commission’s online dispute resolution platform available at the following link: https://consumer-redress.ec.europa.euThe link will be opened in a new browser tab

For customers residing in France, the following provisions also apply:

If you are not satisfied with the response from our customer service after submitting a complaint, you may contact the Médiation du Tourisme et du Voyage (MTV) free of charge at the following address: MTV - Médiation Tourisme Voyage CS 30959 75383 PARIS CEDEX 08.

All information on how to contact the MTV is available on the website ​https://www.mtv.travel/saisir-le-mediateur/The link will be opened in a new browser tab. Requests may also be submitted online.