Delays and Cancelations

Our goal is to offer you punctual and regular flights but, sometimes, despite our desire to operate with maximum efficiency, it is not possible to avoid the occurrence of some inconveniences.

We know that delays and cancelations can interfere with your travel plans and we are really sorry when this happens. We will do everything we can to limit any inconvenience and will provide you with assistance and compensation under Reg. EC 261/2004 establishing common rules on compensation and passenger assistance.

The regulation applies exclusively to the route operated by the Air Carrier in the event of air + train travel.

For this reason, we will keep you updated with real-time information via our app, the Flights Info tool, text and email.

In the event of a delay we will always try to ensure that you can depart as soon as possible.

If your flight is unfortunately canceled, you will be offered, where possible, transfer to another Italia Trasporto Aereo [Italy Air Transport] flight or other comparable travel alternatives that will allow you to reach your destination as soon as possible, or, if you prefer, a full refund of your ticket. 

In the event that we are not able to provide you with timely assistance due to objective difficulties - for example in critical operating circumstances due to events affecting a large number of flights - and it would be easier and faster for you to independently book a hotel accommodation or receive snacks, meals or transport, we will reimburse the reasonably incurred costs, upon receipt of appropriate documentation. In this case, we will do everything possible to refund you as quickly as possible.

In the event that we provide assistance, such as hotel accommodation at the airport or transport by bus to and from the airport, and you decide not to accept it and make your own arrangements, we will not be required to reimburse you the costs.

In the event that a delay of more than three hours or cancelation should be our responsibility, you will be entitled to compensation based on the provisions of Regulation EC261/2004, as subsequently supplemented by the decisions of the European Union Courts.

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, you will not be entitled to claim compensation.

For more information on your rights in the event of delays and cancelations or other service issues, please visit the section: ​Carrier Liability.

Or the sections regarding passenger rights:

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

​See the European Commission note on companies that handle complaints hereThe link will be opened in a new browser tab .

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

If you do not receive a response within two months or you are not satisfied with the response, you may, within a reasonable time, lodge a complaint with the National Body (NEB) responsible for applying Regulation 261/2004 of the country where the disruption took place.

​HereThe link will be opened in a new browser tab you can find the list and contacts of the National Bodies.

    1. Assistance for accommodation, meals and transport

    You will be provided with vouchers for the purchase of drinks and snacks or a meal if the delay is extended for more than two hours for flights with distances of less than 1,500 km, more than three hours for flights between 1,500 and 3,500 km, more than four hours for those over 3,500 km.

    If we are unable to provide you with vouchers, we will reimburse the costs incurred if you present the appropriate/reasonable receipts given the waiting times.

    In the event that the delay required an overnight stay and you were not in your city of origin, our service provider will organize your accommodation. We will ensure that the hotel provides you with an adequate meal (excluding alcohol).

    We will also provide transportation between the hotels and the airport. If we are not able to provide you with the transport service, we will cover the costs associated with taxis, buses or local metro services to and from the airports, but not unreasonable costs such as private transfer services. Also in this case, it is necessary to keep the receipts/bills in order to request a refund.

    2. Phone calls

    We will refund the cost of up to two phone calls to reorganize your travel plans.

    3. Ticket refund

    In the event that the expected delay is more than five hours, you can cancel the flight and get a full refund of your ticket. To cancel your flight, please contact our ground staff at the airport or contact our ​Customer Information Assistance Office.

    For the refund of tickets purchased on the Italia Trasporto Aereo website or through ​Customer Information Assistance Office.

    4. Compensation

    In the event that your flight is delayed in its arrival for more than three hours for reasons that we are responsible for, you may request compensation based on the provisions of Regulation EC261/2004, as subsequently supplemented by the decisions of the European Union Courts.

    If, on the other hand, the delay was caused by "extraordinary circumstances" (for example: adverse weather conditions, air traffic control strikes, airport closures or other causes not attributable to Italia Trasporto Aereo) you will not be entitled to any compensation provided by Reg EC261/04.

    If your flight has been diverted and it has not been possible for us to transport you to the original flight destination, we will organize an alternative transfer to take you to the airport of your final destination in addition to providing you with the assistance stipulated by Reg. EC261/2004 if owed. If we are not able to organize a transfer, we may ask you to organize it yourself autonomously. We will reimburse you for any expenses related to trains, buses or taxis, but not unreasonable costs such as private transfer services. In the event that we organize a transfer and you opt for a different alternative, we will not be required to cover these expenses.

    1. Alternative transportation to your destination or a refund

    If, unfortunately, your flight is canceled you will be offered, where possible, the transfer to another Italia Trasporto Aereo flight or other comparable travel alternatives that will allow you to reach your destination as soon as possible, or, if you prefer, a full refund of your ticket.

    In the event that you were offered an alternative mode of transport and chose to book another vehicle independently, we will not be required to reimburse the costs incurred and to provide assistance.

    If your booking was made through a travel agent or a third party and you wish to request a refund, you will have to ask them to make a request on your behalf as we can only refund the person or company that issued your ticket.

    For the refund of tickets purchased on the Italia Trasporto Aereo website or through ​Customer Information Assistance Office.

    The alternative and preferred method would be to contact us via email or via the online form provided by Italia Trasporto Aereo in the cancelation notification message.

    2. Assistance for accommodation, meals and transport.

    You will be provided with vouchers for the purchase of drinks and snacks or meal, depending on the waiting time.  If we are unable to provide you with vouchers, we will reimburse the costs incurred if you present the appropriate/reasonable receipts in consideration of the waiting times.

    In the event that the transfer to another flight due to cancelation requires overnight stay and you are not in your city of origin, our airport staff will organize your accommodation. We will ensure that the hotel also provides you with a suitable meal in relation to the waiting time of the new flight (excluding alcohol).

    We will also provide transportation between the hotels and the airport. If we are not able to provide you with the transport service, we will cover the costs associated with taxis, buses or local metro services to and from the airports, but not unreasonable costs such as private transfer services. Also in this case, it is necessary to keep the receipts/bills in order to request a refund.

    3. Phone calls

    We will refund you for the cost of a maximum of two phone calls to reorganize your travel plans.

    4. Compensation

    If a flight is canceled within 14 days before departure, you will be entitled to receive compensation based on the Reg. EC261/04 if we are responsible for the cancelation. If, on the other hand, the cancelation is caused by "extraordinary circumstances" beyond our control (for example: adverse weather conditions, air traffic control strikes, 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.

    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.

    To request compensation in accordance with Regulation (EC) No 261/04, or to request a refund for the costs incurred, send us notification of such by using our ​contact formThe link will be opened in a new browser tab. Our team will contact you to confirm whether you have the right to compensation and/or a refund. 

    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.