Claim Form
Find out which category to use to properly submit your claim.
SUBCATEGORY
PenaltiesREASON FOR COMPLAINT
- Penalty for ticket cancelled without my knowledge
- Penalty for ticket not recognised by onboard staff
- Penalty for not being able to pay on board
Use this subcategory if:
- The onboard system was not up to date and our staff could not trace your successfully purchased ticket
- You boarded the train, but your ticket was cancelled by Italo’s security systems
- You were unable to pay an amount due on board because the electronic payment systems were not working and you did not have cash
SUBCATEGORY
Ticket IssuanceREASON FOR COMPLAINT
- Amount charged without ticket issuance
Use this subcategory if:
During the purchase through Ticket Machines at the station, the amount was deducted from your credit card or the banknote was withheld, but the ticket was not generated.SUBCATEGORY
Change givenREASON FOR COMPLAINT
- Change not given
- Incorrect change given
Use this subcategory if:
You purchased a ticket from an Automatic Ticket Machine at the station and did not receive change or received the wrong amount of change.SUBCATEGORY
Bank transfer not received/incorrect from Italo Wallet Bank transfer not received/incorrect related to Italo Credit Bank transfer not received/incorrect related to compensation for delayed incoming trainREASON FOR COMPLAINT
- Bank transfer not received
- Cheque not received
- Incorrect amount received
Use this subcategory if:
You received, for any reason, an Electronic Credit (Borsellino Italo, Credito Italo or Compensation Voucher), which you have requested to be converted into cash using the form on the ItaloTreno website or through our Contact Center and after 30 days you have still not received it or you have received an incorrect amount.SUBCATEGORY
Issuance of award ticketREASON FOR COMPLAINT
- Points deducted without ticket issuance
Use this subcategory if:
You attempted to claim a reward ticket with Italo Più Programme points and had the points debited but did not receive a Ticket Code. Before filing a claim, we recommend that you check to see if you received the confirmation email.SUBCATEGORY
Amount charged without issuing a ticket codeUse this subcategory if:
During the purchase process via the ItaloTreno website, Italo App or Station Ticket Machines, the amount was charged but no ticket was generated. In any case, we invite you to wait a few minutes for the confirmation email and SMS and to check the transaction history of your credit card.SUBCATEGORY
Duplicate PurchaseUse this subcategory if:
You experienced issues during the purchase (e.g., error message during payment) and multiple transactions were made for the same ticket.SUBCATEGORY
Ticket cancellation due to issues with the payment method used (not applicable to train cancellations)REASON FOR COMPLAINT
- Ticket cancellation not requested
Use this subcategory if:
You experienced issues following the cancellation of your ticket by Italo's security systems.SUBCATEGORY
Ticket refunded according to the purchased offer rules (with deduction)REASON FOR COMPLAINT
- Ticket amount not refunded within the timeframe established by the transportation contract
Use this subcategory if:
You requested a refund for your Italo ticket in accordance with the rules of the purchased offer, and after 30 days you have not received the refund. Before submitting the claim, we invite you to check:- your bank statement if the refund was made to your credit card
- your Personal Area if the refund was made to your Italo Wallet (for registered users)
- the Assistance page, under "Check your Italo Credit", if the refund was made to Italo Credit
Please note that this category should only be used in the event of a missing refund with deduction, that is, according to the rules of the purchased offer.
SUBCATEGORY
Compensation for arrival delay not received within 30 days of the journey (art. 19)REASON FOR COMPLAINT
- Late arrival of more than 60 minutes (art.19)
Use this subcategory if:
You believe you are entitled to compensation for a delay of over 60 minutes and 30 days have passed since your journey.If the delay on arrival of over 60 minutes was not due to force majeure (paragraph 10 of Article 19, Regulation (EU) 2021/782), ITALO, unlike what is established by current European regulations ("Compensation for the ticket price shall be paid within one month of the submission of the request"), automatically provides the compensation.
For more information, please review the details below.
Where applicable, Italo, in compliance with Article 19 of Regulation (EU) 2021/782, grants compensation to customers who arrive at their final destination with a delay of 60 minutes or more.
The compensation will be granted in the following amounts:
- • Delay between 60 and 119 minutes: compensation equal to 25% of the ticket price
- • Delay over 120 minutes: compensation equal to 50% of the ticket price
Payment methods:
- • Customers registered with the Italo Più Program: the compensation is credited directly to the Italo Wallet, available in your Personal Area on italotreno.com
- • Non-registered customers: a redeemable voucher is issued, available at this link
In both cases, Italo sends a notification email to the contact provided during the booking process.
SUBCATEGORY
Lack of assistance to the passenger (art. 20)REASON FOR COMPLAINT
- Information assistance (art. 20 comma 1)
- Material assistance (art. 20 comma 2)
- Delay certification (art. 20 comma 4)
- Missed connection certification (art. 20 comma 4)
- Cancellation certification (art. 20 comma 4)
Use this subcategory if:
You believe that the management standards outlined in Article 20 of Regulation (EU) 2021/782 (informational or material assistance) were not met during your journey with Italo, or if you require a delay certificate.SUBCATEGORY
Delays, Missed Connections, and Cancellations (Art. 18)REASON FOR COMPLAINT
- Failure to refund for train cancellation (art. 18 Lett. A)
- Failure to refund for train delay (art. 18 Lett. A)
- Lack of alternative solution (art. 18 Lett. B-C)
- Missed connection between Italo trains on a single ticket
Use this subcategory if:
In accordance with letter a) of Article 18 of Regulation (EU) 2021/782, if you immediately requested a full refund of your Italo ticket due to a train cancellation or a delay over 60 minutes, and you have not received it after 30 days, use this category. Before submitting your claim, please check:- • Your bank statement, if the refund was requested to a credit card
- • Your Personal Area, if the refund was requested to the Italo Wallet (for registered customers)
- • The Support page under "Check your Italo Credit", if the refund was issued as Italo Credit
Please note that this category should only be used for full refunds requested under letter a) of Article 18 of Regulation (EU) 2021/782.
SUBCATEGORY
Bicycle Transportation (Art. 6 - 2021/782)Use this category to:
learn about the bicycle transport options allowed in our Transport Contract.SUBCATEGORY
Derogation and restrictive clauses in the transport contract (art. 7 - 2021/782)Use this category if:
The ITALO Transport Contract, available by clicking here, fully complies with the provisions of Regulation (EU) 2021/782. However, if you believe that the ITALO Transport Contract contains clauses that are limiting or derogatory compared to Regulation (EU) 2021/782, use this category and indicate in the notes field the specific clause in conflict with Article 7 of the Regulation.SUBCATEGORY
Information on Service Cancellations (Art. 8 - 2021/782)Use this category to:
get advance information on Italo service cancellations.SUBCATEGORY
Lack of information (art. 9 - 2021/782)Use this category if:
You believe that ITALO (Contact Center, website, station staff, or onboard staff) did not provide you with information before your trip (Transport Contract info; info on fastest trip options; info on cheapest trip options; info on PRM transport; info on bicycle transport; info on scheduled cancellations or delays; info on onboard services; info on how to submit a complaint) or during your trip (info on onboard services; info on upcoming stops; info on delays; info on connections; info on passenger safety).However, if you believe that the ITALO Transport Contract contains limiting or derogatory provisions compared to Regulation (EU) 2021/782, use this category and indicate in the notes field the specific clause in conflict with Article 9 of the Regulation.
SUBCATEGORY
Travel Information (Art. 9 - 2021/782)Use this category to:
learn how to stay informed about Italo services.SUBCATEGORY
Ticket Sales Methods (Art. 11 - 2021/782)Use this category to:
get more details about Italo ticket sales methods.SUBCATEGORY
Availability of Tickets and Bookings (Art. 11 - 2021/782)Use this category to:
learn how to stay informed about Italo services.SUBCATEGORY
Combined tickets (art. 12 - 2021/782)Use this category if:
you had a through ticket and missed your connection.SUBCATEGORY
Prepayments (art. 15 - 2021/782)Use this category exclusively if:
you sustained personal injuries onboard the train. You must provide the number of the incident/illness form completed onboard. In the absence of this form, ITALO will not be able to assess the case. In any case, the incident/illness form does not constitute an admission of liability by ITALO.SUBCATEGORY
Personal safety measures for passengers (art. 27 - 2021/782)Use this category to:
get more details about passenger safety measures as required by Regulation (EU) 2021/782.SUBCATEGORY
Claims treatment information (art. 28 - 2021/782)Use this category to:
learn about how complaints are handled.SUBCATEGORY
Animal Transport (Art. 29 - 2021/782)Use this category to:
learn about the rules for transporting allowed animals.SUBCATEGORY
Assistance for passengers with disabilities or reduced mobility (art. 19 - 25 - 1371/2007)REASON FOR COMPLAINT
- Services for passengers with disabilities at the station
- Services for passengers with disabilities on board the train
Use this subcategory if:
You experienced a lack or delay in the provision of assistance services for passengers with disabilities.SUBCATEGORY
Ticket issuanceREASON FOR COMPLAINT
Ticket change not processed but amount chargedUse this category if:
You attempted to change your ticket, the change did not go through, but the amount was still taken from your account.Claims - Frequently Asked Questions
If you wish to file a claim, you can:
- Submit it using the claim form available on the Italotreno.com website.
- Submit it in writing via Registered Mail with Return Receipt to “Italo - Nuovo Trasporto Viaggiatori S.p.A.- Gestione Clienti - Italo - Nuovo Trasporto Viaggiatori S.p.A – Via Casilina 1 – 00182 Roma".
- Contact Italo Assistance at the number 892020 (paid service);
After 30 days have passed from sending the claim to Italo S.p.A. for violations of Regulation (EU) No. 2021/782, you can contact the Transport Regulation Authority in writing (by mail to the address Via Nizza 230 – 10126 Torino or by certified email to the address pec@pec.autorita-trasporti.it or by filling out the form available on the website www.autorita-trasporti.it/site/).
- Submit it using the claim form available on the Italotreno.com website.
- Submit it in writing via Registered Mail with Return Receipt to “Italo - Nuovo Trasporto Viaggiatori S.p.A.- Gestione Clienti - Italo - Nuovo Trasporto Viaggiatori S.p.A – Via Casilina 1 – 00182 Roma".
- Contact Italo Assistance at the number 892020 (paid service);
After 30 days have passed from sending the claim to Italo S.p.A. for violations of Regulation (EU) No. 2021/782, you can contact the Transport Regulation Authority in writing (by mail to the address Via Nizza 230 – 10126 Torino or by certified email to the address pec@pec.autorita-trasporti.it or by filling out the form available on the website www.autorita-trasporti.it/site/).
ITALO, in case the claim is accepted, issues electronic money that can be immediately monetized via bank transfer.
Methods of issuance:
• Customers registered to the Italo Più Program: the compensation value is credited directly to the Italo Wallet, which can be verified and monetized within the Personal Area of the italotreno.com website.
• Non-registered customers: an Italo Credit is generated, which can be verified and monetized through this Italo Credit verification and monetization page.
Please note that in case of arrival delays exceeding 60 minutes, ITALO issues a voucher for non-registered customers, which can be verified and monetized through this Italo voucher verification and monetization page.
Methods of issuance:
• Customers registered to the Italo Più Program: the compensation value is credited directly to the Italo Wallet, which can be verified and monetized within the Personal Area of the italotreno.com website.
• Non-registered customers: an Italo Credit is generated, which can be verified and monetized through this Italo Credit verification and monetization page.
Please note that in case of arrival delays exceeding 60 minutes, ITALO issues a voucher for non-registered customers, which can be verified and monetized through this Italo voucher verification and monetization page.
ITALO, in case of need, will ask for relevant documentation to handle the claim indicating a dedicated mailbox for its submission.