Refund Policy Comparison Top 10 Airlines Used in Italy
Booking a flight should be the start of an enjoyable travel experience, but what happens when plans change or when unexpected issues like delays or cancellations occur?
Airline refund policies suddenly become the most important factor for passengers.
According to ENAC (Italian Civil Aviation Authority), in 2024 over 15% of flights in Italy experienced significant delays or cancellations, affecting more than 3 million passengers. Knowing each airline’s refund policies in advance can make all the difference between getting your money back and being stuck with an unwanted voucher.
In this article, we’ll take a close look at the refund policies of the 10 most popular airlines in Italy, comparing them based on clear criteria such as processing times, procedures, compensation options, and transparency.
We’ll also show you how Refly can make the refund claim process much simpler, saving you time and increasing your chances of success.
To ensure a fair and comprehensive analysis, we evaluated the refund policies of each airline based on the following criteria:
Refund processing times: Average time from request to actual credit
Ease of procedure: Complexity of forms, required steps, accessibility
Refund options: Cash vs. vouchers, conditions applied
Coverage of special cases: Medical emergencies, unforeseen events, schedule changes
Transparency of information: Clarity of policies and ease of access to information
Administrative costs: Any fees for handling refund claims
Here are the 10 most used airlines in Italy, in order of popularity, along with a detailed analysis of their refund policies.
Ryanair
Standard refund policies
Ryanair is known for its low-cost fares, but also for having strict refund policies. Standard tickets are non-refundable if the passenger changes their plans. Refunds are only provided when the airline itself cancels the flight.
How to submit a claim
The process requires logging into your MyRyanair account and completing a specific online form. All documents must be uploaded in digital format, and the procedure can feel complicated if you’re not very familiar with digital tools.
Average processing time
Ryanair states that refunds are processed within 7 working days, but many passengers report much longer waiting times—often over 20 to 30 days.
Pros and cons
✅ Fully digital system
❌ Strong preference for issuing vouchers instead of cash refunds
❌ Customer support is often hard to reach
How ReFly can help you with Ryanair
The Refly team has developed expertise with Ryanair procedures, knowing exactly which documents to provide and how to present them to maximize your chances of receiving a cash refund instead of a voucher.
As highlighted on our Flight delay compensation and refund for Ryanair, Refly handles the entire process for you—including communication with Ryanair’s notoriously hard-to-reach customer service.
ITA Airways has taken over many of Alitalia’s routes but has updated its refund policies, generally making them more flexible. Tickets are divided into categories, each offering different levels of flexibility.
New refund procedures
You can submit your claim online through our dedicated portal or by contacting our call center. Please provide your PNR (Passenger Name Record, also known as your booking code) along with your booking details.
Average processing time
ITA states that refunds are typically processed within 14 working days. However, during periods of high demand (such as strikes), processing can take up to 30–45 days.
Alternative compensation options
In addition to a cash refund, ITA also offers vouchers with added value—usually around 10% more than the original ticket price.
How ReFly can help you with ITA Airways
Refly has established direct communication channels with ITA Airways, allowing reimbursement claims to be processed much faster.
Refly also helps passengers choose between a cash refund and a voucher, guiding them to the option that best suits their individual needs.
In the event of a flight delay or cancellation, Refly not only helps you request a ticket refund, but also takes care of claiming the financial compensation you may be entitled to under EC Regulation 261/2004—up to £520.
You can learn more on our dedicated page about passenger rights in case of flight delays or cancellations.
As explained in the dedicated section of the Refly website, our service constantly tracks the status of your claim and follows up with the airline when needed to help reduce waiting times.
Specific policies for cancelled vs. delayed flights
EasyJet provides full refunds for canceled flights, allowing passengers to also choose to rebook free of charge on an alternative flight or receive a travel voucher.
For flight delays, the airline follows EU Regulation 261/2004, which means you may be entitled to compensation ranging from £220 to £520 depending on the flight distance and the length of the delay—provided your delay exceeds 3 hours.
However, under current regulations, EasyJet can refuse compensation if the delay is due to extraordinary circumstances such as severe weather conditions or strikes beyond the airline’s control.
If you’re struggling to get a refund or compensation from EasyJet, let Refly help. Our team knows the process inside out and can handle the entire claim for you— increasing your chances of success while saving you time.
Online Compensation Claim System
The refund request process is simple and easy to use, and you can access it directly through the “Manage Booking” section on the airline’s official website.
Differences between Standard and Flexible Fares
FLEXI fares let you change your travel date at no extra cost and even offer partial refunds if you decide to cancel your flight.
Pros and Cons
✅ Clear and transparent policies
✅ Flexible rebooking options
❌ Refunds may take more than 30 days to process
Average processing time
Passenger reviews show a good level of satisfaction with the handling of refunds, with most payments being processed within 10–15 days.
How ReFly can help you with EasyJet
The Refly service is particularly effective with EasyJet, as documented on our EasyJet compensation page.
Refly not only manages the basic refund request but also checks the applicability of additional compensations under European regulations, which many passengers are unaware of or don’t know how to claim.
Wizz Air has particularly strict policies. Basic (standard) tickets are non-refundable if your plans change or if you decide not to travel for personal reasons.
This means that if you buy a basic ticket and later decide to cancel your trip, you won’t receive any refund. Only FLEX tickets allow refunds, but even then, a significant administrative fee is deducted from the original price.
It’s important to note that this policy applies to voluntary cancellations made by the passenger. In cases of significant cancellations or delays caused by the airline, even holders of basic tickets are entitled to refunds or compensation under European Regulation 261/2004.
If your flight is canceled by the airline, you can choose between a full refund or a free rebooking on an alternative flight.
Automatic vs. on-request refunds – what’s the difference?
If your flight is canceled, the refund should be automatic, but often requires a follow-up from the passenger.
Average processing time
Wizz Air states that refunds are processed within 14 working days, but reported experiences indicate that times can extend up to 30–45 days, especially during peak periods.
How ReFly can help you with Wizz Air
Wizz Air’s restrictive policies make it particularly advantageous to rely on Refly, which knows exactly the legal loopholes and exceptions that can apply to obtain compensations even when the airline initially denies them.
Refly has a significantly higher success rate compared to claims handled independently by passengers.
Additionally, Refly monitors the entire compensation process, following up with the airline when necessary to reduce waiting times.
Lufthansa, as a premium airline, offers more flexible refund policies, especially for Business and First Class. Even Economy tickets come with different levels of flexibility.
Beyond refunds, Lufthansa provides a complete compensation package that includes meal vouchers, hotel stays, and alternative transport when needed.
If your flight gets canceled, you can either get a full refund or rebook on another flight for free.
Automatic vs. on-request refunds – what’s the difference?
If the airline cancels your flight, a refund should be automatic, but often requires a follow-up from the passenger.
Average processing time
Refund times and amounts can vary significantly depending on your travel class and ticket type.
Our service is able to maximize the refundable amount, often exceeding what the passenger could obtain independently.
Refly not only manages the basic refund request but also checks the applicability of additional compensations under European regulations, which many passengers are unaware of or don’t know how to claim.
The service constantly monitors the status of your claim and intervenes promptly in case of delays or issues.
With ReFly, you won’t have to worry about long paperwork or contacting the airline directly. Our team of experts will handle the entire process for you, taking a small fee only if your claim is successful.
Thanks to Refly, you can save time and get the maximum compensation possible, without worrying about legal complications.
After Brexit, British Airways has maintained refund policies similar to EU Regulation 261/2004, but with some differences in compensation for flights to and from the UK.
Main differences for compensation
Dual regulatory system:
For flights departing from the EU: EU Regulation 261/2004 still applies
For flights departing from the UK: the UK version of the regulation applies, known as "UK261" or "UK Air Passenger Rights"
Cash Compensation:
Amounts are set in pounds (£) instead of euros for flights regulated by UK law
Compensations range from £220 to £520 (approximately equivalent to £220-600 under European rules)
Interpretation of "extraordinary circumstances":
UK courts may have slightly different interpretations than European ones regarding what constitutes an "extraordinary circumstance" that exempts the airline from paying compensation
Claim procedure:
Passengers must contact the Civil Aviation Authority (CAA) in the UK instead of European national bodies
British Airways has established a specific claims system to adapt to the new regulatory framework
Consumer Protection
The UK has retained most consumer protections, but it may diverge over time with new independent regulations.
It’s important to note that for flights between the EU and the UK, both regulations may apply depending on the flight direction and the nationality of the carrier, sometimes creating complex situations for passengers requesting refunds or compensation.
Differences with EU regulation
Compensation for delays and cancellations now follows UK261 regulation, which largely mirrors the European one but with some differences in calculation methods.
British Airways offers various compensation options to passengers affected by delays or cancellations, including:
Full refund of the ticket for canceled flights or if the passenger decides not to travel.
Rebooking on alternative flights at no additional cost, even with partner airlines, to reach the final destination as quickly as possible.
Extended-validity vouchers for future bookings with British Airways.
Airport assistance (meals, drinks, accommodation, and transfers) in case of prolonged waits.
The choice between these options depends on the specific situation and passenger preferences. If you have doubts or difficulties in making a request, Refly can assist you in selecting and obtaining the most advantageous solution.
How ReFly can help you with British Airways
Refly is constantly updated on post-Brexit regulatory changes and knows exactly which regulations to apply to maximize your refund with British Airways.
The service also manages communication in English with the airline, eliminating potential language barriers.
With Refly, you can save time and get the maximum compensation possible, without worrying about legal complications.
This way, Refly allows you to face even the most complex situations with peace of mind, ensuring you have the necessary support to obtain the refund or compensation you deserve.
Vueling has a completely online refund request system, accessible from the "My Bookings" section of the official website.
Limitations and restrictions
Vueling’s BASIC fares are the cheapest option but also the most rigid offered by the airline. These tickets do not allow refunds if the passenger decides not to travel, regardless of the reason. The only exception occurs when the airline itself cancels the flight—in this case, even BASIC ticket holders are entitled to a full refund or rebooking on another flight, as stipulated by European law.
OPTIMA fares, the mid-level option, offer greater flexibility allowing date and time changes for a smaller penalty plus any fare difference. In some cases, they may be partially refundable with a significant deduction.
EXCELLENCE fares, which represent Vueling’s premium option, offer maximum flexibility with the possibility of changes without penalties (only paying any fare differences) and more generous refunds in case of passenger cancellation. They also include other perks like priority boarding and seats with more legroom.
How ReFly can help you with Vueling
Refly knows Vueling's policies thoroughly and understands how to navigate the airline's refund request system.
Additionally, with Refly's consultation, you can check if, beyond the ticket refund, you are also entitled to financial compensation for delays or cancellations under EC Regulation 261/2004. In many cases, you can obtain both a refund and compensation up to £520.
Turkish Airlines adopts a differentiated approach regarding refund policies, based on the origin and destination of the flights. For flights departing from any airport in the European Union, the Turkish airline is required to comply with the Regulation EC 261/2004, a regulation that significantly protects passenger rights. This regulation guarantees full refunds in the event of cancellation, financial compensation of up to £520 for delays exceeding 3 hours, and mandatory assistance in case of service disruptions.
The situation changes significantly for flights departing from non-EU countries, including Turkey itself. In these cases, Turkish Airlines applies its internal policies, which are generally less favorable for passengers. Financial compensations are lower, assistance during disruptions is more limited, and refund procedures tend to be more complex and lengthy. Additionally, the airline has greater discretion in interpreting what constitutes an "extraordinary circumstance" that exempts it from paying compensation.
Differences with Turkish domestic flights
Domestic flights within Turkey follow a completely different regulatory regime than international flights. Refund policies for these flights are significantly stricter: economy fares offer very few refund options, voluntary cancellation penalties are higher, and waiting times for refunds can extend up to 2-3 months.
The compensation system also presents substantial differences. Instead of being based on flight distance as required by European regulations, compensations for Turkish domestic flights are set at fixed amounts in Turkish Lira. Additionally, to receive compensation, the delay generally needs to exceed 4 hours. During these disruptions, the assistance provided to passengers is more limited compared to European standards.
An additional complexity arises from administrative procedures, which often require documentation in Turkish and adherence to specific protocols established by the local civil aviation authority.
Italian travelers needing to request a refund from Turkish Airlines have several options. The most immediate route is through the airline's international website, where you can access the "Manage Booking" section by entering your booking code and last name. Here, you can fill out the refund form in Italian or English and upload all necessary documentation directly.
Alternatively, you can visit Turkish Airlines offices in Italy, located in major cities like Rome and Milan. These offices offer telephone assistance with Italian-speaking staff and the option to submit claims and refund requests in person—a particularly useful option for those who prefer direct contact.
To maximize your chances of obtaining a refund, it’s advisable to carefully keep all travel documentation, including tickets, boarding passes, and receipts for any expenses incurred due to the disruption. It’s important to submit your request promptly, ideally within 7 days of the event, and explicitly reference Regulation EC 261/2004 if applicable to your case.
Given the complexity of these regulations, it is crucial for Italian passengers to understand which regime applies to their specific flight with Turkish Airlines, as rights and procedures can vary considerably based on the route traveled.
How ReFly can help you with Turkish Airlines
Refly has developed specific expertise in the complex policies of Turkish Airlines, which vary significantly based on the flight's origin and destination.
In the event of a delay or cancellation of a Turkish Airlines flight, Refly always checks whether, in addition to the ticket refund, you are also entitled to financial compensation under European or Turkish law. For flights to/from the European Union, Regulation EC 261/2004 applies, while for domestic Turkish flights or flights departing from Turkey, the SHY regulation on air passenger rights in Turkey applies. Refly helps you identify the correct regulation and obtain the maximum compensation possible based on your specific case.
Qatar Airways stands out among international airlines for its particularly accommodating refund policies, especially for long-haul flights and premium classes. This flexibility is one of the airline’s key strengths and contributes significantly to its reputation for excellent customer service.
Flexibility on intercontinental flights
On long-haul flights, Qatar Airways takes a much more generous approach compared to many of its competitors. Even standard Economy fares (not the cheapest) offer reasonable refund conditions, with low penalties for cancellations made with adequate notice. For the more flexible "Flexi" Economy fares, nearly full refunds are available with minimal deductions.
A distinctive feature of Qatar Airways' policy is its consideration of documentable unforeseen circumstances. In cases such as health issues or family emergencies, the airline often reviews requests for refunds on tickets that are theoretically non-refundable, demonstrating a customer-centric approach that goes beyond typical industry rigidity.
Qatar Airways has also introduced more flexible temporary policies in response to exceptional global situations, showing its ability to quickly adapt to passenger needs during extraordinary circumstances. This combination of already generous standard policies and a willingness to adjust to particular situations makes Qatar Airways a preferred choice for those seeking not only comfort but also security in planning their international travels.
Differences with European airlines
Unlike European airlines, Qatar Airways is not subject to Regulation 261/2004 for flights departing from non-EU countries, applying internal policies that may be less favorable.
Compensation for significant disruptions
In the event of major disruptions, Qatar Airways offers compensation that includes hotel accommodations, meals, and alternative transport, but cash compensation is generally lower than what is guaranteed by European regulations.
How to maximize your chances of getting a full refund
Keep all documentation: Tickets, receipts, airline communications, and screenshots of any delay or cancellation notifications.
Act quickly: Most airlines have tight deadlines for refund requests.
Quote the correct regulation: For flights departing from the EU, always reference Regulation EC 261/2004.
Document your disruptions: Photos, receipts for extra expenses, and statements from other passengers can strengthen your claim.
Required documentation for each airline
Copy of the ticket or booking confirmation
Passenger ID
Bank account details for the payout
Specific documentation of the disruption (delay or cancellation notifications, etc.)
Some airlines require additional documentation:
Ryanair: Specific refund request form
Lufthansa: Any medical documentation for cancellations due to extraordinary circumstances
Turkish Airlines: Translation of documents if not in English or Turkish
Common mistakes to avoid when filing a claim
Missing deadlines: Many airlines have limited time windows for requests.
Incomplete documentation: Missing tickets, receipts, or other essential documents.
Duplicate requests: Sending multiple requests can cause confusion and delays.
Poor communication: Using unofficial or untraceable channels.
Accepting vouchers when entitled to cash refunds: Many airlines offer vouchers as the first option, even when the law provides for cash refunds.
Financial compensation for delayed flights
Many travelers are unaware that they may be entitled to financial compensation in addition to the ticket refund. It’s important to emphasize that these two requests can be made simultaneously.
In the event of a significant delay of your flight, you may be entitled to receive compensation. Under Regulation EC 261/2004 of the European Union, you can claim compensation of up to £520 for delays exceeding 3 hours, depending on the route traveled. Always keep your travel documentation to facilitate the request.
To initiate the compensation process for a delayed flight, you can contact the airline directly or rely on the service offered by Refly, which will manage the entire process on your behalf.
Refly not only informs you in detail about your rights in case of flight delays but also takes care of following the entire process if you are entitled to compensation.
The amount of financial compensation is determined by the distance of the flight and the degree of delay, with three possible scenarios:
How much is the compensation?
£220
The £220 compensation for a delayed flight specifically applies to flights of less than 1500 km.
£350
The £350 compensation for a delayed flight applies to flights between 1,500 km and 3,500 km.
£520
The £520 compensation for a delayed flight applies to flights over 3500 km.
It only takes 2 minutes
How can I get my compensation?
Here's how to do it in 3 simple steps:
1
Send the claim request
It only takes 1 minute to discover the amount of your compensation.
2
We work for your rights
Our legal team will collaborate with the airlines and authorities regarding your case.
3
Receive your compensation
As soon as we win the lawsuit, you will receive the money in your bank account
Refly is the ideal partner to assist you in receiving the compensation you deserve. Here’s how we can help:
Complete claim management: Refly handles the entire bureaucratic process, from gathering the necessary documentation to communicating with the airline.
Legal expertise and experience: With our experience in the industry, Refly has a deep understanding of European and international regulations and knows how to manage any denials or delays from airlines.
Stress-free experience for passengers: You won’t have to worry about filling out complex forms or following lengthy procedures. Refly takes care of every detail.
Pay only if you win: Refly adopts a "no win, no fee" policy. You will only pay a commission if your compensation request is successful.
Accelerated compensation: Thanks to our network and industry knowledge, Refly reduces the time to obtain compensation compared to a self-managed request.
Multilingual assistance: Refly provides support in multiple languages, facilitating communication with international passengers.
Clarity and constant updates: At every stage of the process, Refly will keep you informed about the status of your request, ensuring total transparency.
Why choose Refly to claim your compensation?
Many passengers decide not to claim compensation due to fear of complicated procedures or not achieving results.
With Refly, everything becomes easy and fast. You can start the process online in just a few minutes. Quickly check if you are entitled to compensation by entering your flight details on this form.
Don’t let a delayed flight ruin your travel experience: trust Refly to get the compensation you deserve!
Refly: Full support for air travelers
Refly is the ideal partner to assist you in receiving the compensation you deserve. Here’s how we can help:
Complete claim management: Refly handles the entire bureaucratic process, from gathering the necessary documentation to communicating with the airline.
Legal expertise and experience: With our experience in the industry, Refly has a deep understanding of European and international regulations and knows how to manage any denials or delays from airlines.
Stress-free experience for passengers: You won’t have to worry about filling out complex forms or following lengthy procedures. Refly takes care of every detail.
Pay only if you win: Refly adopts a "no win, no fee" policy. You will only pay a commission if your compensation request is successful.
Accelerated compensation: Thanks to our network and industry knowledge, Refly reduces the time to obtain compensation compared to a self-managed request.
Multilingual assistance: Refly provides support in multiple languages, facilitating communication with international passengers.
Clarity and constant updates: At every stage of the process, Refly will keep you informed about the status of your request, ensuring total transparency.
Why choose Refly to claim your compensation?
Many passengers decide not to claim compensation due to fear of complicated procedures or not achieving results.
With Refly, everything becomes easy and fast. You can start the process online in just a few minutes. Quickly check if you are entitled to compensation by entering your flight details on this form.
Don’t let a delayed flight ruin your travel experience: trust Refly to get the compensation you deserve!
Learn more about:
Passenger rights in case of flight delays or cancellations
Frequently Asked Questions About Flight Delay Compensation
Refund: This is the return of the money spent on your ticket, for example, when your flight is canceled or you can no longer travel.
Compensation: This is a financial reimbursement granted to passengers for inconveniences caused, such as long delays or cancellations, according to applicable regulations.
In the United States, airlines are not required to compensate passengers for delays, except for tarmac delays. However, you can negotiate directly with the airline to receive compensation.
Under EU Regulation 261/2004, you’re entitled to compensation for flights delayed by 3 hours or more. For international flights covered by the Montreal Convention, there’s no minimum delay, but you must show that the delay caused you financial losses.
For international flights covered by the Montreal Convention, keep your boarding pass, ask for details about the reason for the delay, and keep receipts for any extra expenses caused by the disruption.
Yes! If your international flight includes a stop in an EU country, you may be entitled to additional compensation under EU Regulation 261/2004.
No, if the airline offers you an alternative flight in a higher fare class, you won’t have to pay any extra. If the fare is lower, you may be eligible for a refund of 30% to 70% of your ticket price.
Yes, your rights remain unchanged. You can choose to contact the airline or the agency directly, but often the procedure is more complex. Refly can effectively handle these situations, interfacing with both parties.
Under European regulations, you have up to 3 years to claim compensation, but it’s always best to act as soon as possible. Some airlines may try to set shorter deadlines, but these are not legally binding.
Yes, in cases like extreme weather or political instability. However, technical issues with the aircraft or airline staff strikes are not considered extraordinary circumstances. Refly always verifies the validity of these exceptions.
You always have the right to choose between a cash refund and a voucher. Vouchers can sometimes offer extra value, but make sure to check their validity and any usage restrictions carefully.
If you paid by credit card, you can request a chargeback. Otherwise, you’ll need to register as a creditor in the bankruptcy proceedings. This is another situation where Refly’s assistance can be especially valuable.
If you didn't find the answers you were looking for, contact us!
This article was written in September 2025, and the policies described are up to date as of its publication. For the latest updates, check each airline’s dedicated page.
ReFly operates in accordance with regulations
related to passenger rights
Only a few air travelers are aware of their rights, and many of them lack the legal understanding necessary to claim compensation for flight delays. Even if they are aware of their rights, the process of requesting compensation from airlines can be challenging.
Ryanair
ITA Airways (formerly Alitalia)
EasyJet
Wizz Air
Lufthansa
Air France Klm
British Airways
Vueling
Turkish Airlines.
Qatar Airways
