Utilities

ONLINE CHANGES AND REFUNDS

Changing your mind has never been easier.

We are well aware that travel plans, whether for pleasure or business, often change. In such cases, you can change your arrangements in a click!

You can manage flight changes and refunds quickly, easily and completely independently, both on our website and via the ITA Airways APP.

Online changes and refunds may be made in accordance with the fare rules.

For more information please read the following FAQs

FOR WHICH TYPE OF TICKETS CAN I MAKE AN ONLINE CHANGE/REFUND?

At the moment, online bookings for tickets purchased online, via the app or generated by Customer Center and Ita Airways Ticketing can be changed and/or refunded, also for trips that include flights of partner airlines. The important thing is that the ticket has a code that starts with 055.

WHAT IS A FLIGHT CHANGE?

You can change your travel dates if your fare rules allow it. It is not possible to change your name.

ONCE THE FLIGHT CHANGE IS MADE WILL I RECEIVE A NEW TICKET?

Yes, you will receive your new ticket with the requested change at the e-mail address you indicated at the time of purchase. However, your booking code (PNR) will remain the same. 

I HAVE CHECKED IN. CAN I PROCEED WITH THE ONLINE FLIGHT CHANGE/REFUND?

Yes, but you must cancel your check-in first.

HOW CAN I CHANGE/REFUND MY FLIGHT PURCHASED ONLINE?

If the type of ticket allows it, you can change the flight using the "Manage flight" feature on the Home Page of the website and on the app, by entering the booking code/ticket number and surname. 

IS IT POSSIBLE TO CHANGE/REFUND FLIGHTS ON ANY TYPE OF TICKET?

The change and/or refund may be made in accordance with the fare rules.

WHEN SHOULD I CALL THE customer center TO MAKE THE CHANGE/REFUND?

It is necessary to contact the Customer Center to change a ticket in the following cases:

  • Volare Award Tickets or purchased with Cash & Points;
  • Tickets with Special Assistance;
  • Tickets that are part of a group flight;
  • Tickets for "Multi-destination" trips.

I BOUGHT A TICKET FROM A TRAVEL AGENCY. CAN I MAKE THE CHANGE/REFUND ONLINE?

No, you must contact the travel agency that issued the ticket.

THERE HAS BEEN A CHANGE TO MY FLIGHT SCHEDULE THAT DOES NOT MEET MY NEEDS. CAN I CHANGE IT OR ASK FOR A REFUND ONLINE?

You can make changes and ask for refunds easily and independently, also in the event of a schedule change, in the following cases:

  • cancellation of the original flight with rebooking on an alternative flight;
  • change in the departure time of the original flight of 3 or more hours.

If the proposed solution is not to your liking, you can proceed with the change or refund by clicking on the link provided in the notification of the schedule change that we sent you via email or directly in the "Manage Flights" section of the website and APP, available for ITA Airways tickets (code 055) purchased online, via the app, ITA Airways' airport ticket offices or via the Customer Center

If the schedule change involves a flight due to depart within four days, for tickets purchased through a travel agency you can make the change online, while any refund is permitted only if requested through the agency itself.

Please remember that if your flight has undergone involuntary changes, you can only make one change to your booking without incurring penalties.
However, if you want to make further changes and this is permitted by your ticket fare, you can do so through the "Manage Flight' feature on the home page of the website and app or by contacting the Customer Center.

Cases where you need to call Customer Center / Contact the issuing agency

  • When your reservation includes one of the following services:
    • Assistance 
    • Extra bag and special baggage 
    • Unaccompanied minors 
    • Upgrade to a higher class
    • If your flight undergoes an operational change that moves the departure time forward by more than one hour, and this change occurs between 14 days prior to departure and the day of departure.

HOW MANY ONLINE CHANGES CAN I MAKE ON THE SAME TICKET?

If the fare allows, you can make multiple changes.

I HAVE A BOOKING WITH MULTIPLE PASSENGERS. IS IT POSSIBLE TO CHANGE/REFUND ONE/ONLY SOME OF THE PASSENGERS?

Due to the care required when processing the personal data of other passengers in the PNR, this is not possible. If you want to change/refund the flight only for some of the passengers present, you must call the Customer Center, as additional information is required to proceed.

I HAVE BOUGHT MY SEAT ON BOARD AND I HAVE DECIDED TO CHANGE MY FLIGHT. WHAT WILL HAPPEN?

Any voluntary change (including a refund) will result in the loss of the Seat Selection service for the changed flight section, without the possibility of requesting a refund. 

I HAVE PURCHASED ADDITIONAL BAGGAGE AND/OR LOUNGE ACCESS FOR MY FLIGHT. WHAT HAPPENS IF I CHANGE MY FLIGHT?

Please be advised that additional services purchased will not be refunded. You can contact the Customer Center to re-associate them on a new flight.

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