FAQ Loyalty Programme
Frequently Asked Questions
Italo Più Points
If you believe that you are missing points or that your balance is incorrect, we recommend that you firstly check to see if you correctly inserted your Italo code when you purchased your ticket. Please also check that you didn't use a promotional code which cannot be used in conjunction with Italo Più. In all other cases, please call Italo Help Desk on 892020 (or, if you are calling from abroad +39 06 89371892). We remind you that points are credited within 24 hours of completing your journey.
You can add your Italo Più code to a booking up until 3 minutes before your train departs. Simply go to italotreno.it and log in to your account. Click on "Modify booking" and insert your name, surname and ticket code. In the "Travel Summary" page simply click on the Connect Italo Più button and you'll be directed to the "Your details" page where you can insert your Italo Più code against your ticket. Click on "Continue" and close the ticket and that way you will be credited with the points once your journey has been completed.
Points are credited to your account once your journey has been completed. If you have purchased a product or service from one of our reward partners your points will appear within 45 days of having used or received that product or service. If you have requested to transfer points from one of our partner's loyalty programmes, it may take up to 45 days for your points to appear on your Italo Più account.
You can earn points up until 18 March 2019 and you then have until 1 April 2019 to use them. This means you must book your bonus ticket by 1 April 2019, however, your travel can take place after that date.
Only the cardholder can accumulate points and only for travel purchased and undertaken in his or her name.
Personal Data and Preferences
On the Home page in the "Login" section, click on "Forgot your password?". You then just need to insert the email address associated with your Italo Più account and we will send you an email with your new password.
Your email address is also your username and you can change it by logging into the personal area and clicking on "Personal data and preferences". You then need to click on "Change username" and insert your new email. In cases where you already have an Italo Più code and want to transfer it to a Gold Corporate card, you should write, using your business email, to email@example.com and indicate your name, surname, Italo Più code and the email address you wish to change. We would remind you that you can transfer to Gold Corporate only if your company has a business account with Italo.
All you need to do is log in to your Italo Più account and go to the Manage profile section. However, if you wish to modify your name or date of birth, you will need to send an email to firstname.lastname@example.org with your request which must be made from the email account which matches that associated with your Italo Più account.
If this happens, you will need to reset your password by going to the Log In section of italotreno.it. You will be asked to insert your username and then you will receive a temporary password which will allow you to access your profile.
If you do not hold a Borsellino Italo or a carnet, you can cancel by accessing My Personal Area of our website. Go to the Personal Data/Preferences section and click on the "Delete your Italo account" button which you will find at the bottom of the page. Alternatively you can send an email to email@example.com with your request. Please note that once you have confirmed that you wish to be removed from the loyalty programme, you will no longer be able to use any points accumulated.
You need to claim any bonus tickets no later than 1 April 2019.
Once you’ve reached the minimum amount of points required you can request a reward by clicking on My personal area of our website. Simply select Buy with points. Alternatively you can redeem your points by contacting the Italo Help Desk on 892020 (or, if you are calling from abroad +39 06 89371892).
If you wish to change the name on the bonus ticket you can do that at no charge. If you want to change the date or time of a journey this can be done for a small fee of €10. No changes can be made to the travel ambience or route, however. You can make changes up until 3 minutes before the commencement of your trip by going to My Personal Area on italtreno.it or by contacting the Italo Help Desk on 892020 (or, if you are calling from abroad +39 06 89371892). If you cancel a bonus ticket we cannot reimburse the points and no cash alternative is available.
A bonus ticket is valid for 180 days from the date it is requested.
Italo Più Cards
Once you’ve registered with the Italo Più programme you’ll receive your unique Italo Più code which enables you to access your profile and accumulate points. You’ll automatically be enrolled in our base programme but you won’t need a physical card for this. Once you’ve earnt enough points to qualify for Italo Più Privilege, you’ll receive a card in the post within a month of attaining Privilege status. Our Italo Pià Gold Corporate clients will receive their card once they’ve completed three trips. To ensure your card reaches you, please ensure you have inserted correct address details.
If your Privilege or Gold Corporate card goes missing you should contact the Italo Help Desk on 892020 (or, if you are calling from abroad +39 06 89371892).