Claims
L’ Autorità di Regolazione dei Trasporti con la Delibera n. 28/2021 (https://www.autorita-trasporti.it/delibere/delibera-n-28-2021/) ha stabilito le “Misure concernenti il contenuto minimo degli specifici diritti che gli utenti dei servizi di trasporto ferroviario e con autobus possono esigere nei confronti dei gestori dei servizi e delle relative infrastrutture con riguardo al trattamento dei reclami”. Il seguente modulo on line è conforme alla Delibera ART n. 28/2021, al Regolamento UE 2021/782 e al Regolamento UE 2024/949.
Consult PASSENGERS' RIGHTS
Rail passengers have the following fundamental rights.
Passengers must be informed in a clear and accessible way:
• before the journey, especially as regards the relevant conditions applicable to the ticket, the timetables, the fares applied, the conditions for access and assistance;
• during the journey and especially regarding delays or interruptions to the service;
• on the procedures relating to the presentation of complaints.
Should it be reasonably foreseeable, on departure or in the case of missing a connection or a service being cancelled, that the delay on arrival at the final destination envisaged by the ticket will be over 60 minutes, ITALO immediately offers the choice of the following options:
• the full reimbursement of the ticket; or
• continuation of the journey, on similar transport conditions and at no additional cost, to the final destination as soon as possible; or
• continuation of the journey, on similar transport conditions and at no additional cost, to the final destination on a subsequent date, at the passenger’s discretion.
In the case of a delay on arrival, passengers may on request obtain compensation as follows:
• 25% of the ticket price in the case of delay on arrival between 60 and 119 minutes;
• 50% of the ticket price in the case of delay on arrival of 120 minutes or more.
Compensation is not due, if the delay is due to causes beyond ITALO’s sphere of control (for example, extreme weather conditions, major natural disasters, serious healthcare crises, fault on the part of the passenger, presence of people on the tracks, etc.).
In the case of delay, passengers will be entitled to receive information on the situation and on the expected departure and arrival times.
Should it be reasonably foreseeable that the delay on arrival at the final destination as per the ticket will be more than 60 minutes, passengers will be entitled to:
• meals and drinks within a reasonable quantity;
• hotel or other accommodation, should a stay of one or more nights be necessary;
• if the train is blocked on the tracks, transport to the railway station, to an alternative departure point or to the final destination of the service.
In the case of delays, missed connections or cancellations, passengers will on request be entitled to the related certification.
ITALO guarantees transport without any discrimination. In particular, for passengers with disabilities or reduced mobility there is the phone assistance of Pronto Italo 060708 for information, booking of the assistance service, and the sale (at no extra cost), change and reimbursement of tickets. The information is made available in a clear and accessible form.
Safety, complaints and service quality:
• passengers’ personal safety is guaranteed on trains and in stations in cooperation with the public authorities;
• an efficient mechanism is established to process complaints;
• ITALO complies with the minimum service quality standards for rail undertakings.
For more information https://www.italotreno.com/it/termini-condizioni
Given the above, ITALO is fully compliant with the aforementioned rules as set out in article 30 of the Regulation.
For more information on passenger rights and how to enforce them:
• You can visit the "Your Europe" website: www.europa.eu/youreurope/citizens/travel
• You can download the "Passengers rights" app by scanning the QR code
• You can contact Europe Direct by phone at 00 800 67891011
Passengers must be informed in a clear and accessible way:
• before the journey, especially as regards the relevant conditions applicable to the ticket, the timetables, the fares applied, the conditions for access and assistance;
• during the journey and especially regarding delays or interruptions to the service;
• on the procedures relating to the presentation of complaints.
Should it be reasonably foreseeable, on departure or in the case of missing a connection or a service being cancelled, that the delay on arrival at the final destination envisaged by the ticket will be over 60 minutes, ITALO immediately offers the choice of the following options:
• the full reimbursement of the ticket; or
• continuation of the journey, on similar transport conditions and at no additional cost, to the final destination as soon as possible; or
• continuation of the journey, on similar transport conditions and at no additional cost, to the final destination on a subsequent date, at the passenger’s discretion.
In the case of a delay on arrival, passengers may on request obtain compensation as follows:
• 25% of the ticket price in the case of delay on arrival between 60 and 119 minutes;
• 50% of the ticket price in the case of delay on arrival of 120 minutes or more.
Compensation is not due, if the delay is due to causes beyond ITALO’s sphere of control (for example, extreme weather conditions, major natural disasters, serious healthcare crises, fault on the part of the passenger, presence of people on the tracks, etc.).
In the case of delay, passengers will be entitled to receive information on the situation and on the expected departure and arrival times.
Should it be reasonably foreseeable that the delay on arrival at the final destination as per the ticket will be more than 60 minutes, passengers will be entitled to:
• meals and drinks within a reasonable quantity;
• hotel or other accommodation, should a stay of one or more nights be necessary;
• if the train is blocked on the tracks, transport to the railway station, to an alternative departure point or to the final destination of the service.
In the case of delays, missed connections or cancellations, passengers will on request be entitled to the related certification.
ITALO guarantees transport without any discrimination. In particular, for passengers with disabilities or reduced mobility there is the phone assistance of Pronto Italo 060708 for information, booking of the assistance service, and the sale (at no extra cost), change and reimbursement of tickets. The information is made available in a clear and accessible form.
Safety, complaints and service quality:
• passengers’ personal safety is guaranteed on trains and in stations in cooperation with the public authorities;
• an efficient mechanism is established to process complaints;
• ITALO complies with the minimum service quality standards for rail undertakings.
For more information https://www.italotreno.com/it/termini-condizioni
Given the above, ITALO is fully compliant with the aforementioned rules as set out in article 30 of the Regulation.
For more information on passenger rights and how to enforce them:
• You can visit the "Your Europe" website: www.europa.eu/youreurope/citizens/travel
• You can download the "Passengers rights" app by scanning the QR code
• You can contact Europe Direct by phone at 00 800 67891011
Courtesy translation.
If you wish to file a claim, you can:
• Form it by filling out the web claims form in this section;
• Contact Italo Assistance at 892020 (paid service);
• Form it by filling in the PDF form (editable) in this section. You will then have to print it and send it by registered mail to "Italo - Nuovo Trasporto Viaggiatori S.p.A – Via Casilina 1 – 00182 Roma" indicating on the envelope: "For the attention of the Complaints Management office''. Click here to download the form in pdf format.
• Alternatively, hand-filled letters sent in the same manner indicated in the previous point (registered mail) containing all the data indicated below will also be accepted:
Necessary data to be included in the Claim
Resolution 28/2021 of the aforementioned Transport Authority provides that the following data must be included in the complaint, in order for it to be taken over by the Service Manager:
A) the identification references of the user (name, surname, address) and any representative, in this case attaching the proxy and an identity document of the user;
B) the identification references of the journey made or planned (date, time of departure, origin and destination) and of the transport contract (booking code or ticket number) or a copy of the travel document;
C) the description of the inconsistency of the service found with respect to one or more requirements defined by European or national legislation or by the general conditions of transport.
• Contact Italo Assistance at 892020 (paid service);
• Form it by filling in the PDF form (editable) in this section. You will then have to print it and send it by registered mail to "Italo - Nuovo Trasporto Viaggiatori S.p.A – Via Casilina 1 – 00182 Roma" indicating on the envelope: "For the attention of the Complaints Management office''. Click here to download the form in pdf format.
• Alternatively, hand-filled letters sent in the same manner indicated in the previous point (registered mail) containing all the data indicated below will also be accepted:
Necessary data to be included in the Claim
Resolution 28/2021 of the aforementioned Transport Authority provides that the following data must be included in the complaint, in order for it to be taken over by the Service Manager:
A) the identification references of the user (name, surname, address) and any representative, in this case attaching the proxy and an identity document of the user;
B) the identification references of the journey made or planned (date, time of departure, origin and destination) and of the transport contract (booking code or ticket number) or a copy of the travel document;
C) the description of the inconsistency of the service found with respect to one or more requirements defined by European or national legislation or by the general conditions of transport.
- • Form it by filling out the web claims form in this section;
• Contact Italo Assistance at 892020 (paid service);
• Form it by filling in the PDF form (editable) in this section. You will then have to print it and send it by registered mail to "Italo - Nuovo Trasporto Viaggiatori S.p.A – Via Casilina 1 – 00182 Roma" indicating on the envelope: "For the attention of the Complaints Management office''. Click here to download the form in pdf format.
• Alternatively, hand-filled letters sent in the same manner indicated in the previous point (registered mail) containing all the data indicated below will also be accepted:
Necessary data to be included in the Claim
Resolution 28/2021 of the aforementioned Transport Authority provides that the following data must be included in the complaint, in order for it to be taken over by the Service Manager:
A) the identification references of the user (name, surname, address) and any representative, in this case attaching the proxy and an identity document of the user;
B) the identification references of the journey made or planned (date, time of departure, origin and destination) and of the transport contract (booking code or ticket number) or a copy of the travel document;
C) the description of the inconsistency of the service found with respect to one or more requirements defined by European or national legislation or by the general conditions of transport.
Fill out the Complaints Form via the web
Download PDF form to print and send
Have you already opened a claim?
Online Dispute Resolution information
ITALO has not signed specific agreements for the use of a particular dispute resolution body. Customers can connect to the platform https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN managed by the European Commission, and freely choose the body to to contact to resolve the dispute and activate the relative procedure.