FAQ


FAQ


 Refunds and compensation 

I cannot travel or do not wish to do so; can I request a ticket refund? Are all types of ticket refundable?

If you purchased a ticket but you don’t want to travel any more, Italo allows you to renounce your trip up to three minutes prior to the train’s scheduled departure time and request a refund, withholding 20% of the total ticket price, not including the cost of any accessory services (films and meals).
Refunds are not available for Economy and Low cost tickets. Before purchasing your ticket, Italo recommends you read the information on refunds for various ticket types carefully.

What is the difference between refund and compensation?

A total ticket refund may be granted if you do not travel at all or use only a part of your ticket for reasons attributable to NTV. NTV pays compensation if the train you travel on arrives at its destination more than 60 minutes.

Compensation is normally paid to those entitled (except where NTV is not liable) within seven days of the late service, and in all cases within 30 days, in cases in which it is necessary to determine liability. To speed up crediting of compensation, it will be credited to your Credito Italo account or, if you are registered for the Italo Più programme, to your Borsellino Italo account. You can check your Credito Italo balance via the Pronto Italo Contact Center, providing your ticket code and the name associated with the ticket. To check that the amount has been credited to your Borsellino Italo account, call the Pronto Italo Contact Center or go to the special area on the italotreno.it. internet site. In both cases you will be asked for your Customer Code and other information required to identify you.

Refunds are normally paid to those entitled (except where NTV is not liable) as soon as is technically possible, and in all cases within 30 days of the late or cancelled service, in cases in which it is necessary to determine liability. To request a refund, you must always provide your Ticket Code and the name appearing on your ticket. You may request a refund via the Pronto Italo Contact Center, which will promptly credit the amount to your Borsellino Italo or Credito Italo account. To speed up crediting of compensation, it will be credited to your Credito Italo account or, if you are registered for the Italo Più programme, to your Borsellino Italo account. You can check that the amount has been credited to your Credito Italo account, call the Pronto Italo Contact Center, providing your ticket code and the name associated with the ticket. To check that the amount has been credited to your Borsellino Italo account, call the Pronto Italo Contact Center or go to the special area on the italotreno.it. internet site. In both cases you will be asked for your Customer Code and other information required to identify you.

In the event of a delay in arrival at your destination of more than 60 minutes

If your train arrives at your destination 60 to 119 minutes late, you are entitled to compensation equal to 25% of the ticket price, not including the cost of accessory services. If it is more than 120 minutes late, you are entitled to compensation equal to 50% of the ticket price, not including the cost of accessory services.

If your train is delayed or cancelled prior to departure or during the trip

If you expect a delay of more than 60 minutes, or your train is cancelled prior to departure or during the trip, you may choose right away between:

->>a refund of your ticket price for:
- the part of the trip you have not yet completed.
- the whole trip (including the part you have already completed) if continuing your trip is no longer relevant in terms of your original plans. In this case, you may ask to return to your departure station as soon as possible on the first available Italo train.

If you have a return ticket and your outbound train is delayed or cancelled, you may request a full refund of both your outbound and inbound tickets or decide to keep you inbound ticket. If your return trip is delayed by more than 60 minutes or cancelled, you may request a refund for the return portion of your ticket only.

->>continuation of your trip to your final destination:
- as soon as possible on a replacement bus provided or on the first available Italo train, or by an alternative itinerary without payment of any price difference.
- At a later date.
In addition, depending on how long you have to wait, you will be entitled to a reasonable number of meals and beverages if available on the train or in the station and if it is within reason to supply them.
If it is not possible to continue your trip on the same day in any way or continue your trip by a different means of travel (bus or taxi), you are entitled to overnight hotel accommodation.