ITA Airways
Compensation
This guide outlines your rights as a passenger with ITA Airways under Regulation (EC) No 261/2004 for flights departing from or arriving at EU/EEA airports (including Iceland, Norway, Switzerland), the Canadian Air Passenger Protection Regulations (APPR) enforced by the Canadian Transportation Agency (CTA) for flights to/from Canada, the U.S. Department of Transportation (DOT) regulations, and the Montreal Convention for baggage issues. It covers flight disruptions, baggage handling, tarmac delays, family seating, and musical instruments, ensuring compliance with applicable laws and ITA Airways’ policies.
Introduction to ITA Airways
ITA Airways, Italy’s flag carrier, operates from its main hub at Rome Fiumicino (FCO) and a secondary hub at Milan Linate (LIN). Launched in October 2021, it serves over 70 destinations across Europe, North America, Africa, and Asia with a modern Airbus fleet. ITA Airways offers Economy, Premium Economy, and Business Class, with access to SkyPriority services and the Volare loyalty program. As a Large Carrier under the APPR and an EU-based airline, ITA Airways adheres to EC 261/2004, APPR, DOT regulations, and its General Conditions of Carriage (available at www.ita-airways.com) to ensure passenger support during disruptions.
Key Services
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Network: Flights to major cities like New York (JFK), Toronto (YYZ), and Tokyo (HND), with codeshare agreements via SkyTeam partners.
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Cabin Classes: Economy, Premium Economy, and Business Class, with lounge access at major airports.
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Accessibility: Services for passengers with disabilities, unaccompanied minors (5–11 years, with escort service), and pet transportation (subject to restrictions).
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Commitment: Real-time updates via the ITA Airways app, website, SMS, email, or airport staff during disruptions.
Your Rights During Flight Delays
For ITA Airways flights to, from, or within Canada delayed by 2 hours or more:
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Prompt Communication: Updates every 30 minutes via the ITA Airways app, website, SMS, email, or airport staff, with accessible formats.
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Standards of Treatment: (within ITA Airways’ control or for safety, notified <12 hours, after 2 hours):
2+ Hours Delay:
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Meals and refreshments based on wait time, time of day, and location.
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Access to communication (e.g., free Wi-Fi, phone calls, or emails, where feasible).
Overnight Delay:
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Hotel or comparable accommodation for out-of-town passengers within a reasonable distance from the airport (not provided for residents of the city where the delay occurs).
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Free transportation to/from accommodation and the airport.
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Alternate Arrangements: (for delays of 3 hours or more):
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Within ITA Airways’ Control or for Safety: Free rebooking on the next available ITA Airways flight within 9 hours, or on a partner airline (e.g., SkyTeam) or another carrier, including transport to a nearby airport if needed.
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Outside ITA Airways’ Control: Rebooking within 48 hours on ITA Airways or another carrier.
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Refunds: Full refund for unused ticket portions and ancillary services if travel no longer serves a purpose, or return to your point of origin, issued within 7 days (credit card) or 20 days (cash/cheque).
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Compensation for Delays
(within ITA Airways’ control, not for safety):
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3-6 Hours: CAD 400.
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6-9 Hours: CAD 700.
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9+ Hours: CAD 1000.
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Your Rights During Flight Cancellations
For ITA Airways flights cancelled (departing from EU/EEA or arriving on an EU-based carrier):
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Prompt Notification: Updates via app, website, SMS, email, or airport staff.
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Standards of Treatment: (within ITA Airways’ control or for safety, notified <12 hours):
2+ Hours Delay:
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Meals and refreshments in reasonable quantities.
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Access to communication (e.g., two phone calls, emails, or faxes).
Overnight Delay:
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Hotel or comparable accommodation near the airport (for out-of-town passengers, subject to availability).
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Free transportation to/from accommodation and the airport.
Alternate Arrangements:
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Within ITA Airways’ Control or for Safety: Rebooking within 9 hours on ITA Airways or a partner airline, or another carrier if not possible.
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Outside ITA Airways’ Control: Rebooking within 48 hours.
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Refunds: Full refund or return to the point of origin if travel no longer serves a purpose.
Compensation for Cancellations
(within ITA Airways’ control, not for safety):
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3-6 Hours Delay: CAD 400.
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6-9 Hours Delay: CAD 700.
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9+ Hours Delay: CAD 1000.
Exclusions: No compensation for cancellations due to outside the airline’s control (e.g., weather, air traffic control) events, if notified more than 14 days in advance, or if compensated elsewhere. Claims must be filed within one year.
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Your Rights During Missed Connections
If an ITA Airways delay or cancellation causes a missed connection:
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Communication: Updates every 30 minutes.
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Standards of Treatment: Meals, communication, and hotel accommodation for delays ≥2 hours.
2+ Hours Delay:
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Food and drink in reasonable quantities.
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Access to communication (e.g., two phone calls, emails, or faxes).
Overnight Delay:
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Hotel or comparable accommodation near the airport (for out-of-town passengers, subject to availability).
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Free transportation to/from accommodation and the airport.
Alternate Arrangements:
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Free rebooking on the next available ITA Airways or partner airline flight.
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Refund for unused ticket portions if travel no longer serves a purpose, or return to the point of origin.
Compensation for Missed Connections
(within ITA Airways’ control, ≥3 hours delay at destination):
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3-6 Hours Delay: CAD 400.
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6-9 Hours Delay: CAD 700.
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9+ Hours Delay: CAD 1000.
Exclusions: Compensation applies only if ITA Airways is responsible. No compensation for weather, security issues, or if compensated elsewhere.
Additional Notes: For codeshare flights, the operating carrier handles compensation and rebooking.
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Your Rights During Denied Boarding
If involuntarily denied boarding due to overbooking or operational constraints:
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Immediate Communication: Explanation of reasons (e.g., overbooking, aircraft change) and a written statement of rights via gate agents or notices within 30 minutes, with accessible communication.
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Volunteer Process: ITA Airways seeks volunteers with benefits (e.g., travel vouchers). Volunteers are not entitled to EC 261 compensation.
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Standards of Treatment (within ITA Airways’ control):
2+ Hours Delay:
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Food and drink in reasonable quantities.
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Access to communication (e.g., two phone calls, emails, or faxes).
Overnight Delay:
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Hotel or comparable accommodation near the airport (for out-of-town passengers, subject to availability).
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Free transportation to/from accommodation and the airport.
Alternate Arrangements:
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Rebooking within 9 hours (within control) or 48 hours (outside control).
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Refund or return to the point of origin.
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Refunds: Full refund for unused ticket portions and ancillary services if travel no longer serves a purpose, or return to your point of origin, issued within 7 days (credit card) or 20 days (cash/check).
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Boarding Priorities: Priority is given to: unaccompanied minors, passengers with disabilities and their support persons/service animals, families, and passengers previously denied boarding on the same ticket. Boarded passengers are not removed except for safety reasons.
Compensation for Denied Boarding (within ITA Airways’ control, not for safety):
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3-6 Hours Delay: CAD 900.
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6-9 Hours Delay: CAD 1800.
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9+ Hours Delay: CAD 2,400.
Your Rights for Baggage Issues
For lost, delayed, or damaged baggage:
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Prompt Communication: Report at the airport Baggage Service Desk within 4 hours. File claims within 7 days (damaged baggage) or 21 days (delayed/missing baggage).
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Compensation:
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International Flights: Up to 1,519 Special Drawing Rights (~€1,800) for loss, damage, or delay.
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Domestic Flights (APPR): For domestic flights within Canada, airline liability follows its tariff, while international flights are covered under the Montreal Convention (up to 1,519 SDR).
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Delayed Baggage: Refund of baggage fees if delayed ≥24 hours; compensation is covered under the Montreal Convention, up to 1,519 SDR (~CAD 2,800–3,000), based on actual damages.
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Process: Submit claims with boarding pass, baggage tag, receipts, and bank details. Court action must be filed within 2 years.
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Exclusions: No liability for fragile items, perishables, valuables, or cabin baggage.
Tarmac Delays
Your Rights During Tarmac Delays
For tarmac delays at Canadian airports after doors close for takeoff or after landing:
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Communication: Updates every 30 minutes via onboard announcements, email, or SMS, with accessible communication (e.g., larger font, email notices) for passengers with disabilities.
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Care After 90 Minutes:
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Food and drink in reasonable quantities based on delay length and time of day.
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Access to working lavatories (if equipped).
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Proper ventilation, heating, or cooling.
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Communication with people outside the aircraft (where feasible).
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Medical assistance if needed.
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Disembarkation:
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U.S. Airports: After 3 hours (domestic) or 4 hours (international), passengers can disembark unless takeoff is imminent within 30 minutes and standards of treatment are maintained.
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Canadian Airports: After 3 hours, return to the gate unless takeoff is imminent within 45 minutes.
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Priority disembarkation for passengers with disabilities and their support persons or service animals.
Exclusions: Disembarkation may not be possible due to safety, security, air traffic control, or customs issues.
Reimbursement of Expenses
Your Rights for Reimbursement of Expenses
When ITA Airways causes flight delays, cancellations, or delayed baggage within its control:
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Eligible Expenses: Reasonable costs for essentials (e.g., meals, toiletries, clothing) due to delays over 2 hours (notified <12 hours), cancellations (notified <14 days), or delayed baggage.
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Submission Process: Submit itemized receipts with expense details, passenger names, flight details, and bank details via ITA Airways customer service or official website.
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Standards of Treatment: Reimbursement for reasonable expenses (e.g., meals for 2+ hour delays, hotel/transport for overnight delays) if not provided by ITA Airways.
Reimbursement Limits
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Delayed Baggage: Reasonable expenses with receipts, plus baggage fee refunds.
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Flight Delays/Cancellations: Reasonable expenses based on delay duration, location, and time of day.
Note: Expenses due to Force Majeure Events (e.g., weather, air traffic control) are not reimbursable.
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