Since I didn’t had a good experience in my flight in with the ITA airways (aircraft was old, with seat falling apart, poor food quality, old entertainment selection) I wasn’t expecting so much from my flight back and I thought that couldn't be worse than what already experienced!! Unfortunately I was so wrong! The worst experience I ever had with an airline, so disorganized! The flight started with 2 hours delay from scheduled departure. From the check in point you can feel that they are operating so wrong, just 1 line for 2 different flight NYC and LA with 3 hours apart one from the other. So there were people who were in a hurry to leave because boarding would start in 30 minutes, mixed with angry people because their flight would leave 2 hours late. More staff outside the booths chatting with each other then staff doing check in and you could see them leaving their position to go for a cigarette break in the middle of all this crazy situation. But this is only the beginning. If you were lucky enough when finishing your check in for NYC you had 2 extra hour on top of the 3 that is required for international flight to spend inside the airport( since in Rome there is a ITA airways lounge they should invite the guest of the delayed flight to spend time there at airways expense for apologies for the inconvenience!!) waiting for the gate number to show up. So on today flight September 11 2022 all passengers waiting the extra 2 hours had the news that the flight was delayed an extra hour when was already boarding time and must of guest were already in the line. If you think this is everything you are wrong!! The airline asked (10 minutes before the 3rd rescheduled boarding time) to change gate number because there weren’t able to fix the issue with the airplane. We had, my family and I ( 2 kids 3 and 6), take everything with us again, take the train to a different terminal, go through check point again because we were directed through a connection gate. When finally at the gate we had to wait another hour before start boarding - the aircraft wasn’t ready and we had to wait another 20 minutes in the ramp after boarding. This airplane was newer than the previous one but they added and extra chair per row so 9 instead of 8 in same space, basically the chairs are smaller and space now is more limited between chairs - not comfortable for a 9 hours trip. Food, entertainment and service very bad as previous flight. They didn’t had the door for the gate and had to wait another 30 minutes on the plane after landing! The worst of the worst.
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