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Rules on requests for reimbursement and for delay compensation

Non-fulfillment or interrupted travel due to the National Railways or to orders by the public authority

(Riomaggiore, 27 November 2017) -
  • In case it is not possible to immediately file a claim for reimbursement at the ticket office, travellers need to post their claim, within 24 hours from the event, to: Direzione Regionale Liguria - Ufficio Rimborsi (Via del Lagaccio, 3 - 16134 Genova), together with their original ticket (paper ticket or printed-out PDF of the electronic ticket), from the place of departure or from the place where the ticket was issued, provided that this does not coincide with the place of arrival. Date and place as per postmark.

In case of interrupted travel, the event must be marked down by Trenitalia staff on the ticket (electronic tickets need to be validated on the train).  

  • Cancellation of reservation

It must be done no later than 11.59 pm of the day before the one indicated on the ticket purchased at a ticket office or travel agency. In case of online tickets, cancellation can be done through APP Trenitalia.

  • Delay compensation

If the train delays between the stations of departure and arrival stated on the ticket, travellers can claim for compensation as follows:

25% of the ticket price for delays between 60 and 119 minutes (for tickets starting from € 16)
50% of the ticket price for delays over 120 minutes (for tickets starting from € 8)

The claim for compensation must be filed per post no later than 1 year from the event, to the competent Regional Direction for the station of arrival, and include the original ticket, stamped at the place of departure and arrival; online tickets need to be validated on the train, and the printed-out PDF must be attached.

Tickets for long-distance trains

  • Requests for reimbursement in case of closed ticket office

In case it is not possible to immediately file a claim for reimbursement at the ticket office or travel agency, travellers must contact the Assistance Service (Call Center 89 20 21*, 199 89 20 21** or via chat at www.trenitalia.com) within the time limits set for the type of reimbursement they are going to request; they must provide their booking identification code (codice identificativo di prenotazione, PNR), specify the reimbursement they are requesting, and all the necessary details to complete it. Within the following 24 hours, travellers must file their claim for reimbursement by filling in the online form at www.trenitalia.com, or the paper form at any Trenitalia ticket office.

  • Delay compensation

In case of delayed arrival, travellers can file a compensation claim for the amount stated above for regional and trans-regional trains.

The claim for delay compensation can be filed at any ticket office or at the travel agency which issued the ticket; for electronic tickets purchased on the Trenitalia website, travellers can use the online form or the specific function at  www.trenitalia.com; for tickets purchased via the Call Center or on www.trenitalia.com, travellers can use the Call Center or APP Trenitalia at the Call Center.

 

Further information:  www.trenitalia.com ("normativa rimborsi"), ticket offices, traveller assistance offices.



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