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How can I report and receive assistance for legal accessibility issues?As indicated in the Accessibility Report published on the Italo website at the following link, we remind you that for any problem and/or difficulty in accessing the contents of Italo's website or mobile application, you can send a report to the following e-mail address: italo@pec.ntvspa.it or request pre- and post-sales assistance by contacting Pronto Italo at 060708 dedicated to all PRM (Person with Reduced Mobility) customers. or Italo Assistance on 892020 (toll number).

Can I change my ticket before departure?Most Italo tickets, including intermodal tickets, are changeable depending on the type of offer chosen at the time of purchase. If, for example, you have purchased a Flex fare, you have unlimited and free changes up to three minutes before the departure of the train, while if you have an Economy or Low Cost fare ticket you will have to pay a supplement on the cost already paid to change the date and time of travel. All fare types and rules regarding the possibility and cost of change/cancellation can be found by clicking here. To proceed with changing your ticket click on Change Reservation on the home page of the website or contact Italo Assistance at +39 89 20 20 (toll number).

Can I change my ticket before departure?Most Italo tickets can be changed, depending on the type of tariff selected when booking the original ticket. For example, if you bought a Flex ticket, you can make as many changes as you wish, right up until 3 minutes before departure, for no additional cost. If you purchased an Economy or Low Cost ticket, you will need to pay a fee to change the date or time of your trip. You can find detailed information about all the different tariffs and their conditions by clicking here. If you wish to change your ticket click on \"Manage Journey\" on the home page or contact Italo Assistance on +39 89 20 20.

Venice Access FeePlease note that on selected day between April 18 2025, and July 27 2025, all visitors to Venice and its islands are required to pay an entrance fee directly to the Venice City Council, with some exceptions. For the specific dates, payment methods, and to take advantage of the exemptions (including overnight stays in accomodation facilities in the Municipality of Venice), please visit the Venice Access Fee website. Failure to display proof of payment or exemption will result in a fine ranging from 25 to 150 euros, following checks carried out by the Municipality of Venice. Venice is a unique city and the entrance fee helps its maintenance.

Do I have to print the ticket in order to travel?No, this is not necessary. At some stations, however, you may be required to show your ticket, for access the train. Use the ticket in digital or paper format, the trip detail screen from the mobile site and App, the confirmation SMS, the receipt from the station ticket offices, or the summary printed by the travel agency to show to the Onboard Staff.

When is the travel ticket considered invalid?The travel ticket is considered invalid, and the passenger is not entitled to travel nor to continue using the service during the journey if the ticket has been unlawfully transferred, counterfeited, or sold outside the sales channels authorized by Italo and/or if the passenger fails to present a valid identity document proving that their identity matches the name indicated on the travel ticket.

Can someone else use my ticket?All Italo tickets are issued in the name of the passenger and cannot be transferred or used by anyone else in your name. Depending on the ticket tariff chosen, you may be able to change the name of the passenger prior to travel. Please note that our onboard staff may ask you to provide proof of identity.

What to do if you don't get the email with the ticket receipt?If you have not received your ticket, please check that the e-mail confirming your reservation has not ended up in spam. If after 5 minutes from the payment you made, you still have not received the confirmation e-mail, you can contact our support. If you purchased as a registered user you can retrieve your ticket code and trip summary by logging into your personal area.

Can I board without a ticket and buy it during the trip?To get aboard Italo you must be in possession of a named ticket valid for route, date and time of departure and arrival, train number, number of Travelers, travel class, assigned seat and any services you have chosen at the time of purchase. If you have to leave, but do not yet have a ticket, up to three minutes before departure, you can also contact Italo staff. In stations where there are no track access gates, in fact, you can make a \Reservation at the platform\ by giving your details and getting assigned a seat. You will then be able to gain access to the departing train, but you will have to regularize your position aboard the train by paying the \\"Bordo\\" ticket. In case of intermodal travel, you will necessarily have to purchase a ticket before boarding, and it will not be possible to purchase the ticket on board the train or coach.

If I lose the Ticket Code can I retrieve it?If you lose your ticket code, don't worry because you can retrieve it. Contact Italo Assistance at + 39 89 20 20 (toll number). If you are registered, you can easily retrieve it by accessing through the website, mobile site or app to the section \\"My Trips\\". If you are aboard Italo, contact the on-board staff, who will require you to show a valid ID in order to retrieve your ticket code.

How can I pay for the ticket?On the italotreno.com website, Italo Treno app and through Pronto Italo at + 39 06 07 08 you can pay with: - Credit and prepaid cards; - Paypal (excluding the Pronto Italo service); - Borsellino Italo, Credito Italo or Indemnity Voucher; - Masterpass; - Postepay; Through the Self Service Ticket Offices and Italo staff aboard the train and in Italo Ticket Offices, you will be able to pay: - in cash; - with ATM cards; - with credit and prepaid cards; - Borsellino Italo, Credito Italo or Voucher indemnity; At travel agencies you will be able to pay according to the payment methods allowed by each agency. In case of intermodal travel you will necessarily have to buy a ticket before boarding and it will not be possible to buy the ticket on board the coach.

Where can I buy the ticket?Purchases can be made: - via the www.italotreno.com website and mobile site; - Italo app for iOS and Android; - via Pronto Italo available daily from 7 a.m. to 11 p.m. at +39 06 07 08 (No sales charge); - in Italo Ticket Offices during opening hours; - through the Self Service Ticket Offices present in the network stations; - aboard the train (upon reservation at the platform) by contacting Italo Staff; - at authorized travel agencies. In case of intermodal travel you will necessarily have to purchase a ticket before boarding and it will not be possible to purchase the ticket on board the coach.

If I purchase my ticket using Pronto Italo, how will I receive it?You should supply your email and or/mobile phone number so that you can receive it via email and / or SMS.

Where can I find a Promo Code?A Promo Code is a promotional code which may entitle you to a discount. They are provided by Italo from time to time and are notified in the following ways: - on our website italotreno.com, including its mobile version and the Italo App - to recipients of our newsletter - to members of our Italo Più loyalty programme who receive special offers (if you’d like to join, simply click here and follow the simple steps).

Where can I use a Promo Code?You can use a Promo Code as follows: - On our website italotreno.com, including mobile versions and the Italo App - Via Pronto Italo which is available seven days a week from 7am until 11pm on +39 06 07 08 - Italo ticket offices and self-service ticket machines.

What are promotional vouchers?Promotional vouchers are electronic, 17-character alphanumeric codes that Italo awards you as part of specific promotional campaigns. They can only be used at the end of the ticket purchase process, on the payment page, by selecting \\"You have a Voucher \\". You can use them on all direct sales channels to purchase: - a ticket even with a price higher than the value of the Voucher, in which case you will have to pay the corresponding difference - a ticket including with a price lower than the value of the Voucher In this case there is no refund of the difference because the voucher allows for only one use. Promotional vouchers can be used through Italo's digital channels (website and App) and cannot be used through Self Service Ticket Machines at stations.

Where do I insert the Promo Code in order to claim my discount?You need to insert your Promo Code before you get to the payment step. It can either be inserted in the Promo Code space on the Home Page or by clicking on the \"promo code\" message you'll find when you're selecting your train on the booking page.

How long is a ticket valid for?Your ticket is valid from the moment it is purchased until you arrive at your destination. Please note, however, that the maximum period of validity is 180 days from the date of purchase.

If I've purchased a Day Return ticket and then decide I want to modify one of the journeys, what should I do? The change of date is not allowed by the offer.

Do I need to provide ID details when I book an Italo Senior fare?No, but as these fares are only available to passengers over 60, you will need to have ID with you when travelling as you will be asked to produce it.

In the online purchase of family group tickets, how are seats assigned? Does the system arrange them far away as if they were separate reservations? In cases where passengers are travelling together, the system assigns the seats in close-range based on availability and always in a \"checkerboard\" layout in order to allow for the safety distance on board the train to be respected.

Do the trains and the ticketing offices at the station provide hand sanitiser for the passengers? At the station, hand sanitiser dispensers are installed near the ticketing offices. On board the trains, at the entrance to each car there are sanitiser dispensers and the bathrooms are equipped with disinfectant soap.

Before boarding, will my body temperature have to be taken? How long before the train departure must I arrive at the station?At some stations, body temperature is taken, therefore, arriving at the station ahead of the departure time is preferable to allow enough time for the expected checks.

Must I have a mask or will it be provided at the station/on board? It is compulsory for all passengers to wear their own personal protective equipment in order to board. Passengers must therefore be equipped with a suitable face mask to effectively cover the nose and mouth.

What type of mask must I wear? There are no specific instructions regarding the characteristics of the masks to be worn. It is essential that they be suitable to cover the nose and mouth and that they be worn during the entire duration of the trip.

Will distancing be guaranteed on board? In what measure will this distancing take place? The distancing on board is guaranteed by the new arrangement of the seating which calls for a “checkerboard” layout. Blocked seats are clearly marked.

How often is the sanitation of seats, toilets and cars carried out? At each intermediate stop? Only at the train’s last stop? All our train carriages are regularly sanitised through various measures: - thorough sanitisation procedure before each departure , including cleaning of seats, armrests and tables; - regular sanitation and several times during the day of common surfaces (such as door handles, push buttons for doors, keypads on vending machines); - sanitation of headrests with chlorine-based products; - frequent cleaning of air conditioning systems, to guarantee greater air cleanliness.

How will the train deboarding / boarding by the passengers be organised in the various stations? Differentiated boarding and deboarding passenger flows are planned. First, the deboarding of passengers on the train will take place and subsequently, the passengers on the ground will be allowed to board. Furthermore, an announcement on board the train will ask passengers to avoid gathering closely together near the doors while deboarding and in the aisles.

Are catering services and vending machines for food and beverages available on board? In order to avoid situations of contact and for greater protection of the passengers on board, catering services have been temporarily suspended. The vending machines continue to be available.

If I notice that someone on the train I am travelling on has flu symptoms what should I do? Can I ask to interrupt travel and deboard? In this case it is necessary to promptly inform the Train Manager who will apply the relevant security procedure. Interruption of travel occurs only upon evaluation by the competent Authorities.

Are medical services provided at the station and on board? All our personnel, both at the station and on board the trains, is constantly trained on the current health safety regulations to correctly manage passenger safety on board; additionally, our staff is continually trained on first response emergency aid procedures.

Are exceptional measures planned for transporting baggage or will it be placed in the vestibules all together next to each other? Regulation regarding the transporting of baggage is not subject to variations. All of the areas and the surfaces subject to significant contact will undergo frequent cleaning and sanitation processes several times per day and a careful sanitation activity will be carried out at the beginning of each commercial service, which also includes the cleaning of seats, armrests and tables.

Is there provision for people with disabilities and pregnant women?In all stations served by Italo, assistance in boarding and disembarking from trains is provided by RFI - Rete Ferroviaria Italiana. For more information on the service you can refer to the disabled assistance regulations by visiting the Ticket Purchase and Assistance for Passengers with Reduced Mobility section on the Sales Channels page. In case of intermodal transportation (Italo + Itabus), it is necessary that the traveler with a disability or reduced mobility informs Italo of his or her needs by contacting Pronto Italo at 060708 no later than 36 hours before the scheduled departure of the entire trip, in order to arrange the bus for safe transportation.

I am a passenger in a wheelchair, how can I make the trip?Aboard Italo we are committed to ensuring maximum accessibility for people with disabilities and reduced mobility. For more information on the services dedicated to travelers with disabilities or reduced mobility on board Italo you can consult the Passengers with Disabilities and Passengers with Reduced Mobility section of the Italo S.p.A. Transportation Contract. For how to purchase tickets and assistance at the station visit Purchase Ticket and Assistance for Passengers with Reduced Mobility on the Sales Channels page. In case of intermodal transportation (Italo + Itabus), it is necessary for the traveler with a disability or reduced mobility to inform Italo of his or her needs by contacting Pronto Italo at 060708 no later than 36 hours before the scheduled departure of the entire trip in order to arrange the coach for safe transportation.

How can I request an invoice for a ticket?If you are resident or are established in Italy, you can request an invoice at the same time as the purchase or within 24 hours of the day of purchase, in the \"Change Reservation\" section using the \"Request Invoice\" function. Alternatively, by 11 pm on the day of purchase, by contacting Italo Assistance at 892020 (paid number). If you reside or are established abroad, you can request an invoice by 11pm on the day of purchase by contacting Italo Assistance at 892020 (paid number if you call from an Italian mobile phone) or at +39 0689371892 (standard rate number if call from a foreign cell phone).

How can I obtain an invoice?We can provide you with a copy of the invoice in pdf form via your email upon confirmation of release by the Italian Tax Office. You can also download it directly by clicking on the \"Change Ticket\" link in your booking confirmation email or, if you are registered with Italo, you can go to the \"My Journeys\" section of our website where you can click on \"Download Invoice\" for the journey in question.

I’ve received my invoice, but the invoice information is incorrect, how do I get it corrected?If the invoice is issued by the Revenue Agency's Exchange system and there is no notification of rejection, it will be necessary to contact Italo Assistance at the paid number 892020 and notify the incorrect data no later than the timing imposed by tax legislation. The request for an invoice modification can be accepted only and only if the data to be corrected are fiscal data.

How do I create or change a billing profile?Before purchasing your ticket, visit the website italotreno.com and log in to your account, then from My Page click on the \"Personal info and Preferences > Billing profile\" and save/change your profiles. You can add up to 5 billing profiles.

If I buy my ticket in a travel agency, can I request an invoice?Yes, with the purchase at the Travel Agency or from the \"Change Reservation\" section of the ItaloTreno website by 11.59 pm on the day of purchase, or alternatively by contacting Italo Assistance on the paid number 892020 by 11.00 pm on the day of purchase

Can I change the email associated with my Italo Più account (username)?You can make the changes yourself by accessing your personal area in the \"Personal Data and Preferences\" section. Alternatively, you can request a username change by means of the Contact Center.

What are Italo Più Points and Qualifying Points?Italo Più Points are the points you earn when you purchase Italo Tickets and Services or through the purchase of goods and services offered by Italo's Partners. They can be used to claim free Award Tickets. Qualifyinh Points are the points you earn through the purchase of Italo Tickets and/or Services and contribute to achieving or maintaining Italo Più Levels.

My points don't seem to have been credited to my account. Why?If you experience any anomalies in the crediting or debiting of Italo Più Points and Tier Points call Italo Assistance at 892020 ( toll number). Before calling, verify that you have entered your Italo Più Code during your purchase or that you have not used a promocode that does not provide for the recognition of Italo Più Points and Tier Points. We also remind you that points are credited to you within 7 days after your trip ends. Normally the points balance is updated within 24 hours after the day of travel but it may take up to 7 days.

I didn't insert my Italo Più code when I purchased a ticket. How can I claim the points now?Up to 3 minutes before your departure, you can still autonomously associate your Italo Più Code to get your ticket points credited. Log on to italotreno.com with your username and password, click on \"Change Reservation\" and enter your first name, last name and ticket code. On the \"Ticket Summary\" page click on the \"Associate Italo Più\" button; you will be redirected to the \"Your Data - Passengers\" page where you can write the Italo Più Code to associate with your ticket. Click \"Continue\" and close the ticket; this will properly credit the points post-trip. Alternatively, you can call, up to 3 minutes before departure, Italo Assistance at 892020 (toll number).

I bought a ticket but I still don't see the pointsPoints will be credited to your profile at the conclusion of your journey. If you purchased a product or service from one of our business partners or requested a points transfer from another loyalty program of our partners, points will be available on your profile within 70 days from the date you used the product or service.

How long are points valid for?Each member may accumulate points until April 28, 2026, with the understanding that the points accumulated up to that date may be redeemed (and, consequently, the prizes claimed) no later than April 28, 2026.

Can I collect points from 2 different tickets for 2 different passengers on a single Italo Più card?Points are credited only to the cardholder for travel made and purchased in his or her name.

I purchased a ticket before the loyalty programme expiry date but my points haven't been credited. Why has this happened?If you purchased a ticket or service offered by Italo, the points will automatically be credited on your profile at the end of the journey. Remember, if the date of travel is after the loyalty program expiration date, points for that ticket will not be accumulated.

Where can I find my Italo Più points balance?Your points balance can be checked by logging in from the Homepage and clicking on \"Your Personal Area\" or by logging into \"My Personal Area\" page and clicking on \"Historical Points\" on the \"My Program\" section. Alternatively by calling 892020 (Toll number).

I purchased a product / service from one of Italo's reward partners but I haven't been credited / debited the correct number of points. What can I do?For any issues regarding Italo Plus Points credited as a result of a purchase of goods/services from Italo Business Partners, please note that you should directly contact the Partner.

When will my points be credited to my account?If you purchased a ticket or service offered by Italo, points will be credited to your profile at the conclusion of your trip but it may take up to 7 days. If you purchased a product or service from one of our business partners, Italo Più Points will be available on your profile within a maximum of 70 days from the date you used the product or service.

After registering with Italo Più, can I start earning points right away?By signing up to Italo Più, you can start accumulating points right away.

How are Italo Più levels reached and / or maintained?By purchasing Services or traveling with Italo you accumulate Tier Points that allow you to unlock new levels. Your membership level will be updated every twelve months following the date of your enrollment in the Program. If within the 12 months you earn enough Tier Points to enter the next level, you will be immediately and automatically placed in the new level. Until the end of the twelve months you can continue to accumulate additional Tier Points to gain access to even higher levels. Example: I join Italo Più on 20.09.24 and in 6 months I reach 1.000 Level Points, I will automatically become Italo Più Premium; I have until 19.09.25 to accumulate another 5.000 Level Points to reach the Italo Piu Privilege level.

How do I register for the Italo Più programme?Signing up to Italo Più is incredibly easy and free. Just connect to the dedicated web page and fill out the registration form.

How can I change my password?If you want to change your password, simply log in to the \"Personal Area\" section, then to \"Personal Data and Preferences\"\" and click on \"Change Password\".

I've forgotten my password. What do I do?On the Homepage, within the \"Log in\" section, click on \"Forgot Your Password?\" Simply enter the e-mail address you provided when you registered and we will send you an e-mail with a link to reset your password.

My profile details are incomplete or incorrect. How do I modify them?You can complete or edit your information autonomously from your personal page in the \"Personal Data and Preferences\" section. If you change your first name, last name and/or date of birth, you must request the change by forwarding your request to ntv.privacy@ntvspa.it from the e-mail you used when registering for the Program.

I can't access my account. What should I do?We encourage you to perform a password reset from the \"Log in\" section on the italotreno.com website. You will be prompted to enter the username you registered with and you will receive the new password to use to log in and change after your first login.

I am unable to register with Italo Più. What should I do?If you are unable to finalize your registration in our Loyalty Program, you can send an e-mail to ntv.privacy@ntvspa.it indicating your first name, last name, and the e-mail address used for registration.

How do I cancel my membership of Italo Più?You can proceed to cancel your account directly from your personal area by clicking on \"Personal Data and Preferences\" in the menu and then clicking on the \"Delete your Italo account\" link at the bottom of the page. Tickets purchased and not yet traveled will remain valid. Please note that cancellation is not possible if you have active products in your name or if you still have credit in your Italo purse. If, on the other hand, you would like to continue to be subscribed, but simply no longer wish to receive marketing communications, you can change your marketing consents again in the \"Personal Data and Preferences\" section. Alternatively, you can send an e-mail to ntv.privacy@ntvspa.it.

How do I claim a reward ticket and how long is it valid for?As soon as you reach the minimum threshold of Italo Più Points, you can request the Italo Award Ticket at any time by directly accessing your Personal Area, clicking on the 'Purchase with Points' button under the progress bar; alternatively, you can request the Award Ticket by contacting Italo Assistance at the paid number 892020. It is not possible to request Award Tickets for travel titles that involve the combination of ITALO's high-speed service with that of other carriers. An award ticket is valid for 180 days from the date of request.

Can I change or cancel a reward ticket?Changing the name on an award ticket is allowed for an additional fee of €10 by contacting Italo Assistance at 892020 (premium rate number) or at Italo Ticket Offices in the station. You can also change the date and time for a fee of €10 up to 3 minutes before the train's departure by accessing your Private Area or contacting Italo Assistance at the same number. The fee applies to each passenger included in the Ticket Code of the award ticket, for each leg of the journey. Class or itinerary changes are not permitted. A canceled award ticket cannot be refunded in points or cash.

Can I issue a Reward Ticket in another passenger’s name?Yes, the Reward Ticket can be transferred to another person by contacting the paid Italo Contact Center at 89.20.20 or by visiting an Italo Ticket Office at the station, after providing your Italo Più Code and the other required personal details. The passenger name change is allowed with a fee of €10. When requesting the name change, Italo will verify the participant’s points balance and account status. Each Italo Più Code may request one (1) passenger name change per day and up to a maximum of five (5) passenger name changes per calendar month, regardless of the total number of Reward Tickets issued during that month.

Can I request an award ticket and travel with my medium or large pet?No, requesting an award ticket does not allow you to also activate the purchase of the \"Dog\" service.

How can I request and how does access to one of the Italo Club Lounges with Points work?The Lounge Access Reward is available until 31/12/2025 and can be added to a previously purchased trip by the Participant by accessing their Personal Area, in the “My Trips” and “Ticket Details” sections, and selecting the “Lounge Access” option available among the services related to their journey. The option to add Lounge Access will be shown if an Italo Club Lounge is available at the departure station, as long as: the Participant has enough Italo Più Points to redeem the reward for themselves and for any accompanying passengers listed under the same Ticket Code; the Lounge is available at the selected date and time of travel; the purchased fare allows Lounge Access to be added; and no Lounge Access is already included in the ticket for the Participant or for any accompanying passengers listed under the same Ticket Code. The Lounge Access reward can be requested for a trip up to 45 minutes before the scheduled departure of the train. The Participant may also request the Lounge Access reward, for themselves only, by calling the paid Contact Center at 89.20.20. The terms and conditions for the use of each Italo Club Lounge are available on the italotreno.com website and at the Lounges themselves. In the event of a change to a ticket associated with a Lounge Access Reward, the system will check availability for the new date and time and, if available, will also move the Lounge Access to the updated trip. However, if no availability is found for the new date and time, the reward will be removed from the trip and the points used for the Lounge Access will be lost. In the event of cancellation of a ticket associated with a Lounge Access Reward, no refund of the points used for the Lounge Access will be provided.

I've misplaced my Italo Più Card. How do I request a replacement?Loyalty Cards will be issued in digital format. The Cards will be physically shipped at Italo's discretion, within 60 days of reaching the specific level.

When will I receive my Italo Più card?By enrolling in the Italo Più program you will immediately receive a personal Italo Più Code to access your profile and accumulate points. Loyalty Cards will be awarded digitally or will be physically mailed to participants, at Italo's discretion; they are nominative, personal, non-transferable and can only be used by the holder. If mailed, the holder will receive the Loyalty Card within 60 days of reaching the level.

How can I be sure that my credit card details are secure?Register your preferred credit card in maximum security to speed up your purchases. Registration is done in accordance with the \"Payment Card Industry Data Security Standard\" system designed specifically to protect your data.

Is baggage transportation free of charge? How many bags can I take on board?Luggage carrying is included in the ticket price. You will be responsible for placing luggages in the appropriate spaces provided (vestibule and compartment luggage racks, hat racks in compartments and compartments under and between seats, bus hold). No luggage larger than 75x53x30 cm is allowed in the Smart environment. Consult the regulations regarding the transport of luggage by clicking here to avoid penalties.

How can I retrieve a luggage or item lost while travelingIf you have forgotten your luggage or misplaced a personal item aboard an Italo train, you can search for it through the FindMyLost platform by following this link, and clicking on the \"I lost\" button. Upon registration, you can search in several languages and activate an alert if your item or luggage has not yet been found.

Can I transport bicycles, baby carriages, strollers?Yes, strollers, baby carriages and folding bicycles are considered as luggage and must be placed with the frame properly closed in the available spaces on board the train. Transporting particularly large luggage and/or bulky items and/or traditional bicycles is not allowed. For the safety of passengers and to protect your bike, it is preferable that it is stored in a special bag. In the case of intermodal transport (Italo + Itabus), foldable bicycles, strollers, and prams can be transported on board the buses, to be placed in the available spaces on the buses with the frame properly closed. However, it is not possible to transport electric bicycles and scooters on board the buses.

Are the luggage spaces guarded?Yes, the luggage areas in the vestibules of each carriage on Italo trains, in compliance with the Personal Data Protection Authority's Provisions, are video monitored. Italo is not responsible for theft or damage done to luggage during travel.

Children and teens travel for free?Aboard Italo, children 0-36 months (infants) travel free of charge if they sit on the lap of their adult companion. In case of intermodal ticket purchase (Italo + Itabus), the infant 0-36 months seat aboard the train is also subject to payment. The infant may travel on coaches only in approved seats and it is the sole responsibility of the accompanying person to bring an approved seat in accordance with the relevant regulations. By purchasing the Italo Family offer, children under the age of 14 also travel free in the Smart environment when accompanied by an adult in the Flex fare. Find out all the conditions to take advantage of the offer by clicking here.

Can minors travel unaccompanied? Does Italo offer a chaperone service?No, no chaperone service is available. Minors may travel unaccompanied if they are 14 or older, otherwise they must be accompanied by an adult passenger.

How do I contact Italo if I need information or to make a complaint or give feedback?If you wish to file a complaint, you can: - formulate it through the complaints form on the Italotreno.com website; - formulate it in writing by registered mail with return receipt to be addressed to \"Italo - Nuovo Trasporto Viaggiatori S.p.A.- Customer Management - Italo - Nuovo Trasporto Viaggiatori S.p.A - Via Casilina 1 - 00182 Roma\"; - contact Italo Assistance at +39 89 20 20 (paid service). After 30 days have elapsed from sending the complaint to Italo S.p.A. for violations of European Regulation no. 2021/782, you can complain by writing to the Transport Regulatory Authority (by mail at Via Nizza 230 - 10126 Turin or by certified e-mail at pec@pec.autorita-trasporti.it or by filling out the form on the website www.autorita-trasporti.it/site/).

How can I connect to the Italo Live portal?1. Enable the Wi-Fi connection on your device. 2. Connect to the Italo network. 3. Open up your internet browser. If the Authentication Page does not automatically appear, type in and connect to https://www.italolive.it. 4. Click on the Web Access button. 5. If you are registered with Italo you can simply insert your User ID and password. Remember that you may need to wait a few hours from the time you register until your credentials are updated and recognized. If you haven’t registered, you will just need to insert your ticket code and email address* (twice). Then accept the Terms & Conditions and select your preferred privacy option. *Note: you will receive an email containing a link asking you to click in order to confirm your email address. If you do not confirm, after one hour of internet usage you will be asked to redo the registration process.

I connected to the onboard Wi - Fi but can't navigate.To navigate while aboard Italo train on the public Italo network, connect to the Italo Live portal. The network is set up to automatically assign an IP address to each connected device. To navigate on the Itabus coach you can connect for free to the Wi-Fi 4/5G ultra-wideband network for fast, unlimited surfing.

I can't access certain services while aboard ITALO using Italo Live connection. How can I proceed?To ensure fair distribution of available bandwidth to all Travelers, some Internet services such as file sharing or video streaming or VOIP, may be limited or blocked (e.g.Netflix, Dropbox, Spotify, etc…).

How can I ask for a credit to be converted to cash?If you have a credit over €4 you can request a cash equivalent directly from italo.it. If you have a Borsellino Italo you can make your request simply by logging into your Italo account and clicking on My Page. To redeem a compensation voucher or an Italo credit, go to the Self Service area, which you will find by clicking on Support and scrolling down.

What is Borsellino Italo?Italo Borsellino is an electronic personal account available to members of Italo Più, our loyalty programme, and anyone who has registered on our website. It is available by registering on italotreno.com or by calling Italo Assistance on +39 89 20 20 (calls to this number will be charged). The Italo Borsellino is where we place any refunds or compensation for delays. You can use it to purchase tickets and additional services or as partial payment of a ticket. You can use it across all our sales channels with the exception of travel agencies. The Borsellino can be used by accessing italotreno.com, inserting your user ID and password or via our Contact Centre by providing your Italo PIù code and the necessary identification details. If your balance is €4 or more, you can ask to convert it to a cash equivalent by accessing your personal area of our website or by contacting Italo Assistance where you will need to provide your client code and any necessary identification details. You will receive your refund via bank transfer within 30 days of your request. For more informations please read the Italo Transportation Contract

What is Italo Credito?Italo Credit is an amount which is automatically associated with a ticket code and is available in the following circumstances: - As a refund if the passenger does not travel or if Italo does not fulfill its services - As a refund of additional services. It is valid for 365 days from the date it is issued and can be used as full or partial payment of a ticket or to pay for additional services and can be used in all sales channels. For credits above 4 euro, you can request to have it converted to a cash equivalent (see “How can I transform a credit into cash?”). You can check your Italo Credit balance by going to the Change Booking section of our website, by calling Italo Assistance or in any Italo ticket office. You’ll just need to provide the name and booking code associated with your ticket.

How can I convert my Borsellino Italo to cash?You can convert your Italo Borsellino with 4 simple steps: Log in to your personal area; Click on Borsellino Italo on the My Journeys section; You will then see the total amount available in your Borsellino. Click on Convert to cash; Complete the Form. You will receive your Italo Credit cash equivalent via bank transfer on the account details provided by you within 30 days of your request. Please ensure that the name of the bank account the payment will be made to corresponds with that on the ticket purchased. For more details please contact Italo Assistance on 892020 (calls will be charged). If calling from abroad, please call Italo Assistance on +39 06 8937 1892.

How can I convert my Italo Credit to cash?You can convert your Italo Credit with 5 simple steps: Go to the Manage Journey; Locate your journey by inserting Name, Surname and Ticket Code; You will then be shown the information relating to your ticket and the value of your Italo Credit. Click on Shown Trip Details; Click on Convert to cash; Complete the Form. You will receive your Italo Credit cash equivalent via bank transfer on the account details provided by you within 30 days of your request. Please ensure that the name of the bank account the payment will be made to corresponds with that on the ticket purchased. For more details please contact Italo Assistance on 892020 (calls will be charged). If calling from abroad, please call Italo Assistance on +39 06 8937 1892.

How can I convert my Compensation Voucher to cash?You can convert your Compensation Voucher with 4 simple steps: Go to the Compensation Voucher page; Locate your voucher by inserting the 17 digits of your Voucher Code and the Ticket Code; You will then see the value of your voucher. Click on Convert to Cash; Complete the Form. You will receive your cash equivalent via bank transfer on the account details provided by you within 30 days of your request. Please ensure that the name of the bank account the payment will be made to corresponds with that on the ticket purchased. For more details please contact Italo Assistance on 892020 (calls will be charged). If calling from abroad, please call Italo Assistance on +39 06 8937 1892.

If I am unable to travel, can I request a refund?You are entitled to a refund only if you have purchased a flexible ticket which includes a refund as one of its conditions. Click here for more information about the different fare types and check if your ticket qualifies for a refund. If your fare does allow you to claim a refund, you can request this up to three minutes before the scheduled departure by going to the \"Manage Journey\" section on italotreno.com and following the instructions. Alternatively you can request a refund from an Italo ticket office or by calling Italo Assistance on +39 89 20 20 (calls will be charged). If you purchased your ticket from a travel agency, you will need to contact them directly or call Italo Assistance on +39 89 20 20 (calls will be charged).

If I cancel my journey, how will I receive my refund?Italo will rimburse you in the same method as your original purchase was made: - If you paid using a credit card or prepaid card via our website or Contact Centre your refund will be credited to the same card. - If you paid with: a) Credit card or prepaid card via a self-service ticket machine or Italo personnel b) Italo Credit or Borsellino c) Cash or bancomat via a self-service ticket machine or Italo personnel you will receive a credit in your Italo Credit or Borsellino account. -If you paid using cash or bancomat via a self-service ticket machine you will be credited back via your Italo Credit or Borsellino account. - If you purchased your ticket from a travel agent, you will need to contact them to organise your refund or alternatively you can contact our Contact Centre to receive your refund in either of the following ways: Credited back to the passenger’s credit card if it was used when booking, Credited back to the agency’s credit card if it was used when booking, otherwise via Italo Credit or Borsellino.

How do I request a refund of a ticket which covers more than one passenger?If you have a ticket which covers two or more passengers and you wish to request a refund, you will need to provide the ticket code and the name of at least one of the passengers named on that ticket. If the refund in question relates to all passengers covered by the ticket, you can make your request through the usual Italo sales channels. If, however, you need to change the details or request a refund for only one or some of the passengers, please call Italo Assistance on +39 89 20 20 for assistance in reallocating the ticket.

My Paypal account or credit card has been debited but I haven't received my ticket confirmation and code. What should I do?If you encounter problems when purchasing a ticket and you end up doing multiple transactions for the same ticket, please go to the Self Service area of your account which you will find here or contact Italo Assistance on +39 89 20 20. You will need to provide details of the duplicate transaction and will then be guided as to how to obtain a refund for the payment made in error.

I've paid for the same ticket twice. How can I request a refund?If you encounter problems when purchasing a ticket and you end up doing multiple transactions for the same ticket, please go to the Self Service area of your account which you will find here or contact Italo Assistance on +39 89 20 20. You will need to provide details of the duplicate transaction and will then be guided as to how to obtain a refund for the payment made in error.

Is there a dining car and/or bar service aboard Italo?There are convenient and inexpensive vending machines aboard Italo and Itabus where you can purchase espresso coffee (only on Italo), cold drinks and snacks. On selected trains there is an Italo Selection seat food service, which allows you to enjoy your meal from the comfort of your seat. You can order the product you prefer from the attendant staff and pay directly at delivery.

What do I need to do to receive compensation for late arrival? Compensation for arriving at your destination with a train delay of more than 60' is automatically credited within 30 days. To speed up re-credit operations this is disbursed by Voucher, Credito Italo or, for those enrolled in the Italo Più program, on Borsellino Italo. To verify that the disbursement has been made, go to the \\"Do it yourself\\" section found on the \\"Assistance\\" page of the Italo website and click on \\"Monetize Indemnity\\" if you have a Voucher or on \\"Verify your Italo Credit.\" To verify that your credit has been re-credited to Borsellino Italo, on the other hand, Login to the site with your account and go to your Personal Area. In case of intermodal transportation (Italo + Itabus), if the delay at destination is caused by a coach delay, there is no compensation.

What happens if my coach is scheduled to be more than XX minutes late or has been cancelled?If your coach has yet to leave and is scheduled to be delayed for more than 120 minutes, or if it is cancelled on departure, you can immediately request a refund of the ticket price without any deduction for the entire trip if you no longer need to arrive at your destination. In addition, in this case, you can request to return to the point of departure as soon as possible with the first useful service. If your ticket is Round Trip and the delay or cancellation affects the outbound train, you can request a full refund for both trips or decide to keep the return one. If the delay exceeds 60' or the cancellation affects the return journey, you can request a full refund for the return journey only. The continuation of the journey to the final destination: - as soon as possible with any replacement services made available to you or with the first useful Italo; - even at a later date. The full refund for cancellation of the journey must be requested before departure through the appropriate channels.

What happens if my train is delayed by more than 60 minutes or is cancelled prior to me travelling?If your train has not yet departed and a delay of more than 60 minutes is expected, or if it is canceled before departure, you can immediately request: a refund of the ticket price without any deduction for: - the part of the journey not yet completed; - the entire journey if you no longer need to reach your destination. Additionally, in this case, you can ask to return to the starting point as soon as possible with the first available Italo train. If your ticket is for a round trip and the delay or cancellation affects the outbound train, you can request a full refund for both journeys or choose to keep the return journey. If the delay of more than 60 minutes or the cancellation affects the return journey, you can request a full refund for the return journey only. continuation of the journey to the final destination: - as soon as possible with replacement services that may be provided to you or with the first available Italo train; - also on a later date. If the above circumstances occur, i.e., train cancellation or a delay of more than 60 minutes before departure, you can make your choice through Italo staff at the departure station or by contacting Pronto Italo.

What if my train is late to its destination?Between 60 and 119 minutes of arrival delay, Italo automatically grants you a compensation equal to 25% of the ticket fare. With an arrival delay of more than 120 minutes, Italo automatically grants you compensation equal to 50% of the ticket fare. The compensation will be automatically granted within 30 days by voucher or, if you are a Member of the Italo Più program, on Borsellino Italo. In both cases Italo will send an email notifying you of the compensation and you can check your credit directly on italotreno.com by going to the \"Support\" section. In case of intermodal transport (Italo + Itabus), if the delay at destination is caused by a coach delay, no compensation is provided.

How do I reserve a journey for an animal?If the dog is small, up to 5 kilograms in weight, and travels with the owner in the special carrier, he does not pay the ticket. If the dog is of medium and large size, weighing more than 5 kilograms, there will be no need for a pet carrier but it is necessary to book and purchase an online service by filling in the appropriate field during the ticket search phase. The price of the ticket dedicated to the dog is variable and will be visible before payment. Alternatively, you can buy the ticket through the “Pronto Italo” Contact Center on 06 07 08 or you can add the service by calling Italo Assistance on 89 20 20 up to two hours before departure. For further informations, please click on Travelling with your pets page.

Are animals allowed to travel on board and if so, how much does it cost?Small pets weighing no more than 5 kilograms may travel free of charge on board Italo trains and on intermodal journeys inside a pet carrier that will be accommodated in the luggage compartments or in the immediate vicinity of the owner's seat, except for guide dogs assisting blind or visually impaired passengers. On board trains, the pet carrier will be accommodated in the luggage compartments or in the immediate vicinity of the owner's seat. On board the bus, the carrier should be kept on the owner's lap. Commercial services are provided to transport large dogs on board Italo trains for a fee. For more information check out the page Traveling with Pets

What are the guidelines for transporting animals on board?Small pets up to 5 kg must travel in an enclosed pet carrier which should be placed in the baggage area by the seat of its owner. Dogs weighing over 10 kg have a dedicated space in Smart ambience, in Comfort ambience and in Prima ambience. Once you and your pet are on board, we’ll provide you with a kit which contains an anti-odour hygiene mat which must be laid under your dog. Your dog must be kept on a lead at all times and must wear a muzzle when boarding and leaving the train or at the request of Italo personnel. There are no limits regarding size and weight for guide dogs accompanying sight-impaired passengers. All dogs, regardless of breed and weight, must have the necessary documentation. If passengers comfort passengers coming from outside Italy, they must be able to produce the appropriate documentation for their pet, ie an identification method and passport in accordance with Regulation (EC) No 998/2003 where applicable. For further informations, please click on Travelling with your pets page.

I have purchased a connection trip containing separate tickets issued by different operators, how can I change them?In the case of the purchase of a connection journey (separate tickets from different transport operators such as High Speed Italo and Trenitalia Regional Train), you can request the modification of both tickets or even just one, by contacting the respective operators of competence and on the basis of the individual applicable tariff rules (for Italo you can view the conditions relating to the modifiability of your fare at the following link). More generally: - as regards the modification of the Italo High Speed ticket, you can contact Italo Assistance on the number 892020 or make the change independently in the ''Manage Journey'' section on this link; - as regards the modification of the Trenitalia regional ticket, you can consult the following link;  We remind you that the modifiability of tickets depends on the individual applicable fare rules and that, in the event of changes, the availability of new travel solutions in connection is not guaranteed.

I am traveling on the train of the first transport operator and, due to the delay, I could risk not taking the second means to reach the final destination. What can I do?Your trip includes two separate tickets issued by two different operators, each responsible only for their own service under the applicable conditions of carriage. In general, if the train you are traveling with is delayed, we invite you to contact the assistance of the next transport operator as soon as possible to verify the possibility of changing the second ticket where permitted by the applicable fare rules (for Italo you can view the conditions relating to the modifiability of your rate at the following link). More generally: - as regards the modification of the Italo High Speed ticket, you can contact Italo Assistance on the number 892020 or make the change independently in the ''Manage iyour booking'' section on this link. - as regards the modification of the Trenitalia regional ticket, you can consult the following link;  We remind you that the modifiability of tickets depends on the individual applicable fare rules and that, in the event of changes, the availability of new travel solutions in connection is not guaranteed. To follow Trenord train traffic in real time, use the digital tools made available by Trenord click here.

If I give up the trip in connection am I entitled to a refund?In case of cancellation of the connection journey (separate tickets from different transport operators) you can request a refund of both tickets or even just one, by contacting the respective competent operators (for example: Italo for the High Speed ticket - Trenitalia for the regional ticket), based on the individual fare rules applicable. For Italo click here; For Trenitalia click here;

The Italo high-speed train was delayed and I lost the means of the next operator (for example the Trenitalia regional train): how can I get a refund for the latter?In the case of purchasing a connection trip (separate tickets from different transport operators), each transport operator is solely responsible for its own service and, therefore, Italo will not refund the ticket of other transport operators. For the reimbursement conditions, please refer to the respective applicable regulations. For Italo click here; For Trenitalia click here;  In general, if the train / bus you are traveling with is delayed, please contact the assistance of the next transport operator as soon as possible to verify the possibility of changing the second ticket where permitted by the applicable fare rules (see the FAQ above \"Change tickets\" for more information). To follow Trenord train traffic in real time, use the digital tools made available by Trenord (click here).

The Trenitalia Regional train was delayed and I missed the Italo High Speed train: how can I get a refund for the latter?In the case of the purchase of a connection journey (separate tickets from different transport operators), each operator is solely responsible for its own service and, therefore, Trenitalia will not refund the Italo ticket. For the reimbursement conditions, please refer to the individual applicable regulations. For Italo click here; For Trenitalia click here;  In general, if the Trenitalia regional train you are traveling with is delayed, we invite you to contact the assistance of the next transport operator as soon as possible to verify the possibility of changing the second ticket where permitted by the applicable fare rules. (see the FAQ above on \"Change tickets\" for more information).

In the event of delays or cancellations, can I obtain compensation or reimbursement?In the event of a delay in departure, cancellation or delay in arrival (of the Italo High Speed train or of the Trenitalia regional train) for any reimbursement and / or compensation, you can contact the transport operator concerned directly. For the applicable reimbursement and / or indemnity conditions, please refer to the respective transport regulations. For Italo click here; For Trenitalia click here;

What are the guidelines for transporting animals on board?You will be able to request an invoice for both or even just one of the tickets for the connecting journey according to the methods established by the individual transport operators. For the invoice relating to the ITALO ticket, if you reside or are established in the Italian territory, you can request an invoice within 24 hours of the day of purchase, in the \"Change Reservation\" section using the \"Request Invoice\" function. Alternatively, by 11 pm on the day of purchase, by contacting Italo Assistance at 892020 (paid number). If you reside or are established abroad, you can request an invoice by 11pm on the day of purchase by contacting Italo Assistance at 892020 (paid number if you call from an Italian mobile phone) or at +39 0689371892 (standard rate number if call from a foreign cell phone) - For Trenitalia click here; - For Trenord click here; - For Trenitalia Tper click here.

Can I choose a seat for connecting travel?The service is currently not available for connecting journeys (separate tickets from different transport operators).

Am I entitled to the recognition of points for connecting journeys (separate tickets from different transport operators)?Each transport operator will recognize the points according to their own regulations. For information on the Italo Più Reward Operation click here. For other transport operators, please refer to their respective websites. For Trenitalia click here;

How can I request the assistance service for passengers with reduced mobility or with disabilities for connecting journeys (separate tickets from different transport operators)?For the provision of PRM assistance services, you will need to contact individual transport operators for each route. - For Italo you can contact Pronto Italo on 060708 or Sala Blu at the following link. - For Trenitalia you can contact Sala Blu at the following link and consult the following link.

How can I apply for assistance for passengers with reduced mobility or having disabilities?At the station, dedicated staff from RFI - Rete Ferroviaria Italiana will wait for travelers with disabilities or reduced mobility at the agreed meeting point when booking through the Pronto Italo contact center at 060708, at least 30 minutes before departure time. For more information, you can contact Pronto Italo on 060708 or Sala Blu at the following link In case of intermodal transportation (Italo + Itabus), it is necessary for travelers with disabilities or reduced mobility to inform Italo of their needs by contacting Pronto Italo at 060708 no later than 36 hours before the scheduled departure of the entire trip, in order to prepare the coach for safe transportation.

Where is my coach?To see where a coach is, go to the Find the Real-Time Coach page https://www.itabus.it/it/trova-bus-in-tempo-reale: search for the coach by entering the bus number on your ticket. If your coach is delayed, keep track of where it is and get to your stop before the new departure time. Because the estimated time is approximate and may change, please remember to get to your stop in advance.

What should I do if my coach is late?In case of delay, you can monitor your coach's location by visiting the Find Real-Time Coach page, entering the coach number listed on your ticket.

How long before I have to be at the coach stop?You will have to be at the stop 15 minutes before the coach's departure time. To check where your coach is, access the Find Real-Time Coach area and enter the coach number that you find on your ticket.

Can I get on or off at a different coach stop than the one specified on the reservation?For security reasons, your ticket is valid only at the booked stop points; you are not allowed to board or get off at different stops.

Are there any stops during the coach trip?Our commitment is to get to our destination as quickly as possible, always focusing on maximum safety and alternating driving and rest periods for our drivers. That is why in cases such as delays or traffic on the road, if the driver goes beyond the allowed driving time, they will make a stop for safety reasons. To find out the duration of the stop, you can ask the driver. Facilities on board all our coaches, such as toilets and, on double-decker coaches, snack and beverage vending machines, will allow us to avoid unscheduled stops even on longer routes.

Lost or exchanged luggage aboard the coachThroughout the trip pay attention to and take care of your luggage because they are under your responsibility. In case of luggage loss, exchange, theft or damage, Italo and Itabus are not responsible.

What amenities and services are there on the coach?Aboard our coaches you will find: - Comfortable seats with leather inserts, double armrests (both side and center) adjustable footrest and folding tray table; - Side extendable seats to increase the comfort of your journey; - Top seats with extendable leg rests and more leg room (on double-decker coaches); - Reservable table area (on double-decker coaches); - Air conditioning; - Free 4/5G ultra-wideband Wi-Fi connection; - Free USB and power outlets (220 V) for each seat; - Ample space between seats; - Snack and beverage vending machines on double-decker coaches; - Toilets; - Seats equipped for transporting wheelchair passengers (on double-decker coaches); - Frequent cleaning of the vehicles.

What are the safety regulations aboard the coach?All seats on the Itabus coaches have a seat belt, which you will need to fasten during the trip. Children between the ages of 0 and 3 years (infants) may ride on coaches only in approved child seats, and it is the sole and exclusive responsibility of the accompanying person to bring an approved child seat in accordance with the relevant regulations. To safely transport your luggage, store checked ones in the luggage compartment of the coach, while carry-on luggage can be placed in the overhead compartments or under your seat. Itabus coaches follow a precise, constant and scheduled maintenance process on both mechanical parts and interior comforts. The cleaning and sanitizing service of the vehicles is carried out on each new trip by specialized companies to ensure you always have a clean vehicle. To ensure greater safety for our travelers we have a 24/7 operations room that allows us to constantly monitor the movement, parameters and condition of the coaches.

Is there wi-fi aboard the coaches?Yes, on our coaches you can connect to the Wi-Fi 4/5G ultra-wideband network for free for fast and unlimited surfing.

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