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Faq - Frequently asked questions

Is my MilleMiglia Ulisse, Freccia Alata, Freccia Alata Plus or ALITALIA card still valid on ITA services? 

The cards of the MilleMiglia program and its exclusive clubs (Ulisse, Freccia Alata, Freccia Alata Plus, Freccia Alata Plus) are not valid on the VOLARE program owned by ITA Airways

The MilleMiglia program belongs to Alitalia Loyalty SpA with which ITA Airways, by virtue of the conditions set by the European Commission, cannot have any commercial relationship.

Can I use the miles from the Millemiglia program to buy award tickets on ITA Airways flights?

No, they are two distinct loyalty programs. Due to the conditions set by the European Commission for the approval of ITA's business plan, the latter will not be able to acquire, even through a competitive procedure, the Alitalia MilleMiglia program. It is therefore recommended to contact Alitalia for information on how to manage the miles accumulated and not used by the date of 15/10/2021, the date of the start of ITA Airways operations.  Alitalia miles cannot be used on ITA Airways flights.

How can I sign up to the  VOLARE program?

To join the program you need to sign up via the website   or the ITA Airways app (available for iOS and for  Android). Membership in the program is always free and each member can withdraw from the program at any time and without incurring any costs. Deletion of the profile will take effect immediately and  non-qualifying points will be lost
Please click here for further information.

What are the levels of the program and how can I join it?

The access of each member to the exclusive clubs will take place upon reaching the points threshold necessary to access them.

•         Club Smart: no minimum score threshold.

•         Club Plus: starting at 30,000 qualifying points.

•         Club Premium: starting at 60,000 qualifying points.

•         Club Executive: starting at 90,000 qualifying points.

Access to the next club, once the minimum score threshold has been reached, will take place automatically. The promotion to the next club will be valid once registered by the system and communicated to the customer.

What are the benefits of the various clubs in the  VOLARE program?

Every VOLARE program offers numerous benefits to enhance your travel experience, from priority check-in to ITA Airways lounge access. Find out which services you can access.

When will I be eligible for recognition of benefits on SkyTeam partner airline flights?                                         

At the moment, points will only be awarded for flights sold and operated by ITA Airways. SkyPriority services remain valid. Agreements with Skyteam are being finalized and more information will be provided as soon as possible.

Where can i find my  VOLARE loyalty card?

It is available and visible in the personal area, and the ITA Airways app (available for iOS and for  Android). You will also receive your VOLARE loyalty card via mail. In addition, it will allow you to view your card number and your Frequent Flyer code.Please note that the VOLARE loyalty card for members belonging to Smart, Plus and Premium clubs is issued digitally, not physically. Only members belonging to the Executive club will physically have the VOLARE loyalty card.

Where can I find my  Frequent Flyer (FF) code? When should I use it?                                        

It is available and visible in the personal area, and the ITA Airways app (available for iOS and for  Android). Remember to use it every time you book an ITA Airways flight and when checking in online.

How can I certify my status when flying with ITA Airways? Which services can I access?

It is possible to certify the status in ITA Airways by showing the  digital VOLARE loyalty card , which you received via email, visible in the personal area and the ITA Airways app (available for iOS and for  Android) since it has the value of certification of the membership club for any access/use of the services reserved for it.

How are the points calculated?

The air fare is divided into three components: ticket (net fare), fuel surcharge (YQ/YR) and taxes and charges. Based on the first two components, ticket and YQ/YR10 points will be credited for each euro spent on each coupon flown (basic credit) for flights simultaneously sold and operated by ITA Airways. For more information regarding the calculation of points, please visit the link.

How are the points calculated for the purchase of additional services?

For ancillary services, the accreditation principle is the basic one of ten points for each euro spent. For the purchase of additional services, the accelerators provided for the purchase of airline tickets do not apply.

Is there a difference between points?                                         

The qualifying points are used to obtain an upgrade to the higher club or the maintenance of the one they belong to. Qualifying points expire at the end of the current year. The non-qualifying points represent your points balance that can be spent on requesting flights in Cash&Points mode and are valid until the expiry of the  VOLARE program (15/10/2024 as indicated in the Regulations). They are obtained by purchasing ITA Airways flights and ancillary services. They do not contribute to the upgrade or maintenance of their position in the club they belong to. For more information regarding points, please visit the link.

How do the accelerators work?

There are four categories of accelerators which act cumulatively and without order of priority. The accelerators will allow the VOLARE Member to earn more points as follows:

Club Category: 0% Smart, +10% Plus, +20% Premium, +30% Executive.
Network Category: 0% Domestic, +10% International, +20% Intercontinental.
Cabin Category: 0% Economy, +20% Premium Economy, +50% Business.       
Fare Category: 0% Light, +20% Classic, +30% Flex.

For the purchase of additional services, the accelerators provided for the purchase of airline tickets do not apply. For further information regarding the accelerators, please visit the link.

How long are the VOLARE points valid for? Do they have an expiry date?                                                                                                                                                               

Qualifying points expire at the end of the current year while non-qualifying points remain valid for the duration of the Program.The VOLARE program has a duration of three years (from 15 October 2021 to 15 October 2024), unless extended. In any case, the total duration of the operation, including any extensions, will be less than five years.

Do my purchased flights contribute to the collection of points in the  VOLARE program?                                        

Yes, the flights sold and operated by ITA Airways purchased and flown from 15/10/2021 at the same time contribute to the collection of points of the VOLARE program (according to the rules set out in the regulation) for all already registered members to the Program at the time of booking and flight.
Members must be enrolled in the VOLARE program prior to flight in order to accumulate points. We remind you to enter your Frequent Flyer code when purchasing or booking your flight or during check-in. If you do not enter your card number, you can still request points using the "request points" function active in the personal area.

For more information regarding the points and the distinction between qualifying and non-qualifying points, please visit the dedicated link.

I have not received the points credited.How can I claim points?                                         

The customer must use their Frequent Flyer code during the booking or check-in phase to obtain automatic crediting of the points.                           

In the event that the member does not enter their Frequent Flyer number or if the points credited are not automatically found after two weeks from the date of the flight, they can request the crediting of points relating to ITA Airways flights through the "Request points" function. The customer can submit a request in their personal area by clicking on the "Request points" section by entering the ticket number and the remaining digits in the appropriate fields. Currently the first 3 digits “055” are already present in the system. It will therefore be necessary to enter the next 10 digits. e.g. ticket No. 055 - 2356684274.

Please note that, to request credit for points, the request must be made within 12 months (subject to any changes)  from the date of the flight and the flight must have been both sold and operated by ITA Airways.If the criteria are met, the member will receive the points credited within 30 days of the request.

What can I use my points for?                                         

At the moment, the accumulated points can be used to purchase ITA Airways tickets in Cash & Points mode,  on the additional Seat Selection service and to enjoy Best Western branded stays. In addition, new business partnerships are being defined and more information will be provided as soon as possible. For further details, please visit the website https://www.loyaltyprogram.ita-airways.com/it_it/.

I am unable to use the points I have accumulated, why?

Check the points available  in your balance to be able to use the accumulated points you must have at least 200 points available.

What is meant by Cash&Points mode?                                          

Cash&Points mode means the possibility for the member who has logged into their personal area to use the accumulated points for the purchase of one of the awards, paying entirely or even partially with the points. In the second case, the difference will be paid in currency. The value of the taxes must always be paid in currency and never with points.

Is it possible to accumulate points by purchasing a ticket through the Cash&Points mode?

No, it is not possible. The member will not be able to accumulate points on the purchase of tickets made in Cash&Points mode. This means they will not get points on the part of the ticket paid in currency. In addition, please note that the Cash&Points redemption is active on all airline partners. e.g. AZ*/DL.

In addition to purchasing the ancillary Seat Selection service via the Cash&Points method, is it possible to purchase baggage with points?                                                                                

No, it is not currently possible to purchase baggage with points. Only an additional Seat Selection service can be purchased with points when booking the flight.

Can I request a refund of the ticket purchased through the Cash&Points method?

Yes, it is possible. Should the conditions for reimbursement be met, a ticket purchased for half with points and the other half in currency will be reimbursed in a mixed mode for the same amount. If a ticket was purchased in full with points, it will be refunded in full with points. Taxes will be refunded in currency when due.The customer will immediately receive the reimbursement in euros and at a later time the reimbursement of the points and the re-credit within their balance. The points will be credited back within 60 days

As a Plus, Premium or Executive member, can I take advantage of the free seat assignment?

All Plus, Premium and Executive members are entitled to free pre-assignment of a seat in the area of the aircraft dedicated to your club. You can choose your preferred seat in the following ways.

§ When purchasing the ticket, you can select it online, on the ita-airways.com website and on our app, or through travel agencies, ITA Airways airport ticket offices and our  Customer Center;

§ After purchasing your ticket, you can select it during online check-in (starting 48 hours before flight departure and 24 hours before for flights to/from the USA), at the airport (before the flight, at check-in desks) or by contacting our  Customer Center.

Is the pre-assignment option available on all flights?

Yes, on all flights operated by ITA Airways. Codeshare flights operated by other carriers are excluded.

Can I request a refund for the 'Seat Selection' service?

The refund of the entire cost of the service may be requested in the following cases:

1. disruption attributable to ITA Airways (example: cancellation of the flight, modified aircraft configuration), in cases where the re-routing of the passenger on a new flight, and/or on a different type of aircraft, does not allow the new assignment in the same seat category but in another of a lower category than the one initially purchased Seats aboard our Economy Class flights are classified according to their original value in the following category order:

a. Comfort Economy Seat
b. Top Seat
c. Front Seat
d. Standard Seat
e. Rear Seat

In the event of a new assignment from a Comfort Economy seat to a Top Seat, only the difference in cost of the service between the two categories of seat will be refunded;

2. Loss of connection for the flight on which the seat was purchased following a delay in a flight operated by ITA Airways or by a Partner Airline (in the case of a single ticket);

3. Technical problems with the seat purchased after reporting the issues to the crew;

4. Seat reassignment before or after boarding by ITA Airways for operational or safety reasons.

Where applicable, you can request a refund here.

In the event that the ancillary Seat Selection service was purchased at the same time as booking the flight through the Cash & Points method, it will be refunded half with points and the other half in currency. On the other hand, if the Seat Selection service was purchased entirely with points, only the points will be refunded.                                                      Taxes will be refunded in currency when due. The customer will immediately receive the reimbursement in euros and at a later time the reimbursement of the points and the re-credit within their balance. The points will be credited back within 60 days.

As a Plus, Premium or Executive Member, can I receive free extra baggage?

All Plus, Premium and Executive members are entitled to a special baggage allowance. Please follow the instructions below:

  • By accessing your personal area, you can receive a free baggage allowance during online check-in
  • Please show your card directly at the airport upon check-in

 

Where can I see my Status Match? Why can't I see my Status Match?

For customers who have joined the Status Match campaign (02/08/22 30/09/22), the new status and the related digital card will be recognized in the ITA Airways systems as soon as the matching process has been completed and the members will receive a service communication via email confirming this recognition within 60 days of the request.

I have two or more user profiles but I would like to unify them, what can I do?

It is currently not possible to merge two accounts to transfer points. If you have deleted one or more accounts, the points associated with the deleted account will also be deleted and no longer recoverable

For further information, please visit the link

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