Customer service is non-existent, and if you want to make a complaint, good luck. They can only be reached by email and do not bother to reach back. Have made a complaint and been sitting for more than a month for a feedback on the opened case.

To provide context, after patiently queuing to check our two pieces of luggage, we noticed an unusual slowness in the service. When it was our turn to check our luggages, we were unexpectedly asked to weigh not only our carry-on luggage but also our personal items such as handbag and purse, deviating from the usual check-in procedure.

Subsequently, an ITA Airways employee informed us that because the accumulated weight of our carry-on luggage and personal items (the carry-on luggage weighted 8kg and the backpack weighted 7kg) exceeded 12kg (8kg for the carry-on luggage + 4kg for the personal item). Consequently, we were instructed to check in an additional piece of luggage (I never heard of a policy that constraint the weight on a personal item, and neither could find on ITA Airways website after this occurrence). Feeling cornered and with no apparent recourse, we reluctantly complied with this decision.

Our dissatisfaction was further exacerbated during the boarding process, where we observed a lack of consistency in enforcing weight limits. Many passengers were seemingly allowed to carry personal items that clearly exceeded the specified weight limit, while others had non-standard, oversized carry-on items.

It is important to highlight here that on our return, there were no concerns or additional pressure for a third checked luggage, even though we were carrying the same number of luggages and similar weights as well, increasing our concerns over ITA Airways discrimination and mistreatment.

In addition to these check-in concerns, I would like to bring to your attention an issue we encountered during the long-haul flight. The screen on my seat had damaged audio, and despite my repeated requests for assistance, the crew did nothing to rectify the situation. When they finally attended to my concerns, their response was both delayed and notably rude, further contributing to our overall negative experience.

Finally, my partner inquired about vegetarian meal options available on board, given that she is vegetarian and upon ordering the pasta even the salad had beef in it. It was not asked for a vegan, nor lactose free, neither gluten free option. It is appealing that ITA Airways could not offer a simple vegetarian option on board. However, the crew's response to her simple query was rude and ignored.