I booked two ITA Airways tickets for travel from Chicago to Turin, Italy, four months ago. Shortly after I made my reservation, I learned I could not travel due to primary osteoarthritis in my right hip.
I submitted a medical certificate from my orthopedic surgeon covering the travel dates and requested a refund for my ticket and a date change for my wife’s ticket. ITA initially confirmed it received the documentation, but later denied my refund, claiming the certificate lacked a “prognosis” covering the travel dates.
ITA wouldn’t specify what additional information was required, and phone support couldn’t connect me to anyone who could resolve the issue. How can I get ITA to honor the refund or allow the ticket transfer as its customer service promised? — Daniel Lichtblau, Champaign, Ill.
Ouch! I’m sorry to hear about your hip diagnosis. Primary osteoarthritis can cause significant pain and reduce mobility, and it’s completely understandable that a long transatlantic flight would be impossible for you.
You acted responsibly by obtaining medical documentation and promptly submitting it to ITA Airways. Refunds are never guaranteed when you have a medical condition, but if an ITA representative asked you for the medical paperwork, chances are you met all the criteria.
The difficulty here stems from ITA’s specific requirements for medical refunds. It wants a certificate that not only lists a diagnosis but also includes a prognosis specifying the exact dates you are unable to travel. While your original note did indicate your inability to fly, ITA insisted it didn’t meet its definition of “prognosis.” This can feel frustrating, especially when you’ve done everything correctly.
To resolve this, request a revised letter from your surgeon explicitly stating the period during which you were unfit to fly — from the date of diagnosis through your expected recovery. Make sure it is on official letterhead, signed and clearly lists the start and end dates. Keep a detailed paper trail of all correspondence, including emails, call logs, and written confirmations.
Under U.S. and state consumer protection laws, airlines must provide accurate guidance about their refund requirements. While your ticket is technically nonrefundable, ITA, like other airlines that promise medical exceptions, must give you a fair chance to meet its criteria. If internal appeals fail, you can file complaints with the U.S. Department of Transportation or your state attorney general’s consumer protection office to ensure the airline adheres to its policies.
Alternatively, you can appeal your case to someone higher up at ITA. I list the names, numbers and email addresses of key ITA customer service executives on my consumer advocacy site, Elliott.org.
After my advocacy team contacted ITA Airways on your behalf, it processed a refund for one of your tickets. Unfortunately, ITA declined to give your wife a credit or allow a transfer of her ticket. Your case shows that persistence, clear documentation, and advocacy can make a real difference — even when an airline mishandles a medical refund request.
Christopher Elliott is the founder of Elliott Advocacy, a nonprofit organization that helps consumers solve their problems. Email him at [email protected] or get help by contacting him at elliott.org.
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