If your ITA Airways flight was delayed by more than 3 hours or cancelled, you may be entitled to compensation of up to €600 under EU Regulation EC 261/2004. ITA Airways is Italy's flag carrier, operating from its main hubs at Rome Fiumicino and Milan Linate to destinations across Europe, North Africa, and the Americas. Delays at Italian airports are far from rare — and when they happen, EU law is on your side.
This article contains affiliate links. If you use our links to claim compensation, we may earn a commission at no extra cost to you.
ITA Airways (Italia Trasporto Aereo) launched in October 2021 as the successor to the bankrupt Alitalia. The airline is a full member of SkyTeam and serves around 70 destinations. In early 2024, the Lufthansa Group acquired a majority stake in ITA Airways, making it part of the same group as Lufthansa, Swiss, Austrian Airlines, and Brussels Airlines. Despite the ownership change, ITA Airways continues to operate under its own AOC (Air Operator Certificate) and remains fully subject to Italian and EU regulations.
When are you entitled to ITA Airways compensation?
EC 261/2004 applies when all of the following conditions are met:
Flight conditions:
- Your flight arrived at its final destination 3 hours or more late — the delay is measured at the moment the aircraft doors open, not the departure time
- The flight departed from any airport within the European Union, or
- Since ITA Airways is an EU-registered carrier (Italy), the regulation also applies to ITA Airways flights arriving in the EU from non-EU countries
Passenger conditions:
- You had a confirmed booking on the flight
- You checked in within the time limits set by ITA Airways
- You were not travelling on a free or non-publicly available discounted ticket
Codeshare flights: ITA Airways codeshares with SkyTeam partners including Delta, Air France, and KLM. If the operating carrier was ITA Airways (flight number starting with AZ), EC 261/2004 applies regardless of which airline sold you the ticket.
Important — Alitalia claims: ITA Airways is a legally separate entity from the former Alitalia. Claims for flights operated by Alitalia before October 15, 2021 cannot be filed against ITA Airways. Those claims must be directed to the Alitalia extraordinary administration proceedings, which have largely concluded with minimal payouts to creditors.
ITA Airways compensation amounts
The regulation sets fixed compensation amounts based on flight distance, not ticket price:
| Flight distance | Compensation |
|---|---|
| Under 1,500 km | €250 |
| 1,500 to 3,500 km | €400 |
| Over 3,500 km | €600 |
Examples of ITA Airways routes:
- Rome → Milan (477 km) : €250 per passenger
- Rome → Paris (1,106 km) : €250 per passenger
- Rome → London (1,434 km) : €250 per passenger
- Milan → Amsterdam (834 km) : €250 per passenger
- Rome → New York (6,880 km) : €600 per passenger
These amounts apply per passenger. A family of four on a delayed Rome-New York flight would receive €2,400 in total. ITA Airways' growing long-haul network to the Americas means many claims fall into the highest €600 bracket.
Note: ITA Airways may reduce compensation by 50% if it offers you a reroute that arrives at your final destination with a limited delay (under 2 hours for short-haul, under 3 hours for medium-haul, under 4 hours for long-haul).
How to claim ITA Airways compensation — step by step
Step 1: Check your eligibility
Before submitting a claim, confirm:
- Was the arrival delay 3 hours or more?
- Was the cause within ITA Airways' control (not extreme weather or air traffic control strikes)?
- Did ITA Airways operate the flight (flight number starting with AZ)?
Step 2: Submit your claim via ita-airways.com
ITA Airways has a customer care section on its website:
- Go to ita-airways.com → Customer Support → Claims and Refunds
- Select "EU Regulation 261/2004" as the reason
- Enter your booking reference (PNR) and flight details
- Describe the disruption and request financial compensation explicitly
Step 3: Documents to prepare
- ITA Airways booking reference (6-character PNR)
- Bank account details (IBAN preferred)
- Boarding pass or e-ticket confirmation
- Screenshots of delay notifications from ITA Airways or the airport
- Any receipts for expenses incurred during the delay (meals, transport, accommodation)
Step 4: Response timescale
ITA Airways typically responds within 6 to 10 weeks. Italian airlines have a mixed reputation for handling claims promptly. If you do not receive a substantive response within 8 weeks, consider escalating your claim.
Why ITA Airways sometimes refuses to pay
1. "Extraordinary circumstances" ITA Airways can legally refuse compensation if the delay was caused by events outside its control: extreme weather, political instability, air traffic control restrictions, or security threats. Italian airports — particularly Rome Fiumicino during summer thunderstorms — experience genuine weather disruptions, but the airline must prove the specific event affected your specific flight.
2. Alitalia vs ITA Airways confusion Some passengers attempt to claim against ITA Airways for old Alitalia disruptions. ITA Airways will — correctly — reject these, as it is a different legal entity. Only flights operated under the ITA Airways AOC (from October 15, 2021 onwards) are eligible.
3. Technical faults ITA Airways may argue that a technical failure constitutes an extraordinary circumstance. European case law (Wallentin-Hermann, 2008) has firmly established that routine technical problems arising from normal operations do not qualify as extraordinary. The airline's maintenance obligations remain its responsibility.
4. Italian bureaucratic delays Italian customer service processes can be slower than those of Northern European carriers. Claims may sit unanswered for months, effectively discouraging passengers from following through. Persistence is key.
What to do if ITA Airways rejects your claim
A rejection from ITA Airways is not the end. You have several escalation paths:
Option 1: ENAC (Italian Civil Aviation Authority) ENAC (Ente Nazionale per l'Aviazione Civile) is the national enforcement body for EC 261/2004 in Italy. You can file a complaint through their online portal. The process is free but can take several months.
Option 2: Alternative Dispute Resolution (ADR) Italy offers ADR mechanisms through consumer mediation bodies. These are typically faster than court proceedings and can resolve disputes within 3-6 months.
Option 3: Professional claims service Services like AirHelp handle your entire claim from start to finish:
- Over 10 million passengers helped since 2013
- They manage all correspondence with ITA Airways, ADR, and court proceedings
- No win, no fee — you only pay a commission (35%) if your claim succeeds
- Particularly effective for cases involving Italian bureaucracy and language barriers
Option 4: Court action in Italy As a last resort, you can take ITA Airways to court. The relevant jurisdiction is typically the Italian Giudice di Pace (Justice of the Peace) for claims under €5,000. EU small claims procedures also apply for cross-border disputes.
FAQ — ITA Airways flight delays
Does ITA Airways actually pay compensation? Yes, ITA Airways does pay valid claims, though the process can be slower than with larger Northern European carriers. Straightforward cases with clear delays of 3+ hours and no weather involvement are usually settled. For contested claims, escalation through ENAC or a claims service is often necessary.
Can I claim for old Alitalia flights? No. ITA Airways is a legally distinct entity from Alitalia. Claims for flights before October 15, 2021 must be directed to the Alitalia extraordinary administration, where the chances of recovering compensation are minimal.
Does the Lufthansa Group acquisition change anything? Not for your passenger rights. ITA Airways continues to operate under its own Italian AOC and remains the responsible carrier under EC 261/2004. The Lufthansa Group ownership does not make Lufthansa liable for ITA Airways disruptions, and vice versa.
How long do I have to file a claim? In Italy, the limitation period for EC 261/2004 claims is 2 years from the date of the flight. If you file in another EU country, different limitation periods may apply (up to 6 years in some jurisdictions). Do not wait — evidence and airline records become harder to access over time.
Can I claim for my whole family on one booking? Yes. Each passenger on the booking is entitled to compensation individually. A family of four on a qualifying flight would each receive the full amount — submit one claim covering all passengers on the same booking reference.
Not sure how much you can claim? Use our compensation calculator to check your eligibility in under a minute. For a full overview of your passenger rights, see our guide to EC 261/2004.