Last updated October 28, 2024

ITA adopts this Customer Service Plan, in accordance with U.S. Department of Transportation regulations at 14 C.F.R. § 259.5. This plan applies for scheduled flights to and from the United States.

1. ITA will disclose on its website, at the ticket counter, or when a customer calls ITA’s reservation center to inquire about a fare or to make a reservation, that the lowest fare offered by ITA may be available from another ITA point of sale, if that is the case;
2. ITA will notify consumers of known delays, cancellations, and diversions as required by 14 CFR 259.8;
3. ITA commits to delivering baggage on time, including making every reasonable effort to return mishandled baggage within fifteen or thirty hours for international flights consistent with the requirements of 14 C.F.R. § 260.5 , compensating passengers for reasonable expenses that result due to delay in delivery, as required by applicable international agreements for international flights, and reimbursing passengers for any fee charged to transport a bag if that bag is lost or significantly delayed as required by 14 C.F.R. § 260.5;
4. ITA Airways will allow reservations of flights to or from U.S. to be cancelled without penalty within 24 hours as long as bookings are made at least 7 days prior to departure via the USA website www.ita-airways.com, or USA call center at 877-793-1717;
5. ITA will provide prompt refunds, in the original form of payment, when ticket or ancillary service fee refunds, including checked bag fee refunds, are due pursuant to 14 C.F.R. part 260 unless the consumer agrees to receive the refunds in a different form of payment that is a cash equivalent payment as defined in 14 CFR 260.2. ITA will not retain a processing fee for issuing refunds that are due.
   
   ITA will disclose that consumers are entitled to a refund if that is the case when offering alternative transportation, travel credits, vouchers, or other compensation in lieu of refunds consistent with the requirement in 14 C.F.R. § 260.7. ITA will disclose any material restrictions, conditions, or limitations on travel credits, vouchers, or other compensation offered, regardless of whether consumers are entitled to a refund as described in 14 C.F.R. § 260.8 and 14 C.F.R. § 262.8.;
6. ITA will properly accommodate passengers with disabilities, as required by 14 C.F.R. part 382, and other special-needs passengers as set forth in the carrier's policies and procedures, including during lengthy tarmac delays and ITA will properly refund passengers with disabilities and individuals in the same reservation as the individual with a disability who do not want to continue travel without the individual with a disability as required by 14 C.F.R. § 260.6(c);
7. ITA will meet customers' essential needs during lengthy tarmac delays as required by 14 C.F.R. § 259.4, and as provided for in ITA’s contingency plan for lengthy tarmac delays;
8. ITA will handle “bumped” passengers with fairness and consistency in the case of oversales as required by 14 C.F.R. part 250 and as described in ITA’s policies and procedures for determining boarding priority;
9. ITA discloses cancellation and refund policies, frequent flyer rules, aircraft seating configuration, and lavatory availability on its website and upon request, from its telephone reservations staff;
10. ITA will notify consumers in a timely manner of changes in their travel itineraries;
11. ITA will respond to consumer complaints as required by DOT regulations;
12. ITA will identify the services it provides to mitigate passenger inconveniences resulting from flight cancellations and misconnections.