Find out which category to use to properly submit your claim.

• ON BOARD ITALO
  SUBCATEGORY
  Penalties
  REASON FOR COMPLAINT
  • Penalty for ticket cancelled without my knowledge
  • Penalty for ticket not recognised by onboard staff
  • Penalty for not being able to pay on board
  
  Use this category if:
  • the onboard system was not up to date and our staff was unable to trace your successfully purchased ticket;
  • you boarded the train, but your ticket was cancelled by the Italo security systems;
  • you were unable to pay an amount due on board because the electronic payment systems on board were not working and you did not have cash, use this category
  
• TICKET MACHINES
  SUBCATEGORY
  Ticket Issue
  
  REASON FOR COMPLIANT
  • Amount charged without ticket issue
  
  Use this category if:
  During the purchase through Ticket Machines at the station, the amount was deducted from your credit card or the banknote was withheld, but the ticket was not generated.
  
  
  SUBCATEGORY
  Change given
  
  REASON FOR COMPLIANT
  • Change not given
  • Incorrect change given
  
  Use this category if:
  You purchased a ticket from an Automatic Ticket Machine at the station and did not receive change or received the wrong amount of change.
  
• CONVERSION TO CASH OF ELECTRONIC CREDIT NOT RECEIVED WITHIN 30 DAYS FROM THE PREVIOUSLY MADE REQUEST
  SUBCATEGORY
  Bank transfer not received/incorrect from Borsellino Italo
  Bank transfer not received/incorrect from Credito Italo
  Bank transfer not received/incorrect from refund or compensation for delays
  
  REASON FOR COMPLIANT
  • Bank transfer not received
  • Cheque not received
  • Incorrect amount received
  
  Use this category if:
  you received, for any reason, an Electronic Credit (Borsellino Italo, Credito Italo or Compensation Voucher), which you have requested to be converted into cash using the form on the ItaloTreno website or through our Contact Center and after 30 days you have still not received it or you have received an incorrect amount.
• LOYALTY PROGRAM
  SUBCATEGORY
  Reward ticket issue
  
  REASON FOR COMPLIANT
  • Points debited but no ticket issued
  
  Use this category if:
  You attempted to claim a reward ticket with Italo Più Programme points and had the points debited but did not receive a Ticket Code. Before filing a claim, we recommend that you check to see if you received the confirmation email.
• TICKET REFUND
  SUBCATEGORY
  Amount charged without ticket code
  
  Use this category if:
  when buying a ticket through the ItaloTreno website, Italo APP or Automatic Ticket Machine you were debited the amount, but no ticket was issued, use this category. In any case, we recommend that you wait a few minutes to receive the confirmation email and text message and check your credit card transaction records.
  
  
  SUBCATEGORY
  Same ticket purchased twice
  
  Use this category if:
  you encounter problems when purchasing a ticket (e.g. Error message at time of payment), and you end up doing multiple transactions for the same ticket.
  
  
  
  SUBCATEGORY
  Ticket cancellation for problems with payment methods (not applicable with train cancellation)
  
  REASON FOR COMPLIANT
  • Ticket cancellation
  
  Use this category if:
  you have encountered problems as a result of your ticket being cancelled by the Italo Security systems.
  
  
  
  SUBCATEGORY
  Ticket refunded according to the rules of the offer purchased (with charges deducted)
  
  REASON FOR COMPLIANT
  • Ticket amount not re-credited in the time provided for by the transportation contract
  
  Use this category if:
  you have asked for a refund of your Italo ticket according to the rules of the Purchased Offer and you have not received the refund after 30 days. Before submitting the claim, we recommend that you check:
  • your bank statement in case of a refund paid to your Credit Card
  • your Personal Account in case of a refund on Borsellino Italo account (for registered customers)
  • the Support page, under "Check your Credito Italo", in case of a refund on your Credito Italo account
  
  Please note that this category should only be used in the event of a non-refund with deduction, i.e. according to the rules of the purchased Offer.
  
• DELAYS, CONNECTIONS AND CANCELLATIONS 1371
  SUBCATEGORY
  Compensation for late arrival (art. 17)
  TYPE OF DISSERVICE
  Late arrival greater than 60 minutes (art. 17)
  Italo, in compliance with article 17 of the European Regulation (EC) no. 1371/2007, grants compensation to customers who arrive at their final destination with a delay equal to or greater than 60 minutes.
  The compensation will be automatically recognized within 30 days of the trip in the following percentages:
  • between 60 minutes and 119 minutes of late arrival, compensation equal to 25% of the ticket price;
  • delay in arrival of more than 120 minutes, compensation equal to 50% of the ticket price.
  Delivery mode:
  • Customers registered in the Italo Più Program: the value of the indemnity is credited directly to the Italo Borsellino, verifiable in your Personal Area of the italotreno.it website
  • Unregistered customers: a monetizable voucher is generated, verifiable on this link. In both cases Italo sends an email notification to the contact entered during the purchase.
  
  Use this category if:
  you believe that you are entitled to compensation for delays of more than 60 minutes and 30 days have passed since the trip, but first we ask you to verify the above.
  
  
  
  SUBCATEGORY
  Delays, missed connections and cancellations (art.16)
  TYPE OF DISSERVICE
  • Failure to reimburse for train cancellation (Article 16 Letter A)
  • Failure to reimburse for train delay (Article 16 Letter A)
  Use this category if:
  In accordance with letter. a) Article 16 of the European Regulation (EC) no. 1371/2007, if you have immediately requested a full refund of your Italo ticket for cancellation of the train / delay of more than 60 minutes and after 30 days you have not received it yet, use this category. Before submitting your complaint, please check:
  • your bank statement in the case of a refund to a credit card;
  • your Personal Area in the event of a refund on Borsellino Italo (for registered customers);
  We remind you that this category must be used only in the case of a full refund requested pursuant to lett. a) Article 16 of the European Regulation (EC) no. 1371/2007.
  
  SUBCATEGORY
  Failure to assist the traveler (Article 18)
  TYPE OF DISSERVICE
  • Information assistance (Article 18 paragraph 1)
  • Material assistance (art. 18 paragraph 2)
  • Certification of delay (art. 18 paragraph 4)
  • Connection loss certification (art. 18 paragraph 4)
  • Suppression certification (Article 18 paragraph 4)
  Use this category if:
  you believe that the management standards envisaged by article 18 of the European Regulation (EC) no. 1371/2007 (information assistance or material assistance) during your trip with Italo or if you need certification of the delay.
• OTHER EVENTS REG 1371 / 2007
  SUBCATEGORY
  Transport of bicycles (art. 5 - 1371/2007)
  Use this category if:
  Use this category to find out the transportation modes of bicycles allowed in our Transport Contract.
  
  SUBCATEGORY
  Derogation and restrictive clause in the transport contract
  REASON FOR COMPLIANT
  Derogation and restrictive clause in the transport contract
  Use this category if:
  The ITALO Transport Contract, available by clicking here, fully complies with the provisions of Reg. (EC) No. 1371/2007 . If you believe that ITALO's Transport Contract contains derogation or restrictive clauses with respect to Regulation (EC) No. 1371/2007, please use this category, indicating in the notes section the exact provision in conflict with article 6 of the Regulation.
  
  SUBCATEGORY
  Information on the suppression of services (Article 7 - 1371/2007)
  Use this category to know the preventive information on the cancellations of Italo transport services.
  
  SUBCATEGORY
  Failure to provide information (art. 8-1371/2007)
  REASON FOR COMPLIANT Information art. 8 reg. (CE)1371/2007
  Use this category if:
  You believe that ITALO (Contact Center, website, Station staff or Train crew) did not provide you with the information before your journey (Info on Transport Contract; Info on timetables and conditions for the fastest journey; Info on timetables and conditions for the cheapest journey; Info on PRM transport; Info on bicycle transportation; Info on cancellations or scheduled delays; Info about onboard services; Info on how to submit complaints) or information during your journey (Info about onboard services; Info on next stop, Info on delays, Info on connections, Info on passenger safety). If you believe that ITALO's Transport Contract contains derogation or restrictive clauses with respect to Regulation (EC) No. 1371/2007, please use this category, indicating in the notes section the exact provision in conflict with article 6 of the Regulation.
  
  SUBCATEGORY
  Travel information (art.8-1371/2007)
  Use this category if:
  Use this category to find out how to receive information about Italo services.
  
  SUBCATEGORY
  Ticket sales procedure (art. 9 1371/2007)
  Use this category if:
  Use this category for more details on Italo ticket sales procedures.
  
  SUBCATEGORY
  Travel information and reservations (art. 10 - 1371/2007)
  Use this category if:
  Use this category to find out how to purchase and obtain information about Italo services
  
  SUBCATEGORY
  Minimum amount of insurance (art. 12 - 1371/2007)
  Use this category if:
  Use this category for more details on the minimum amount of insurance provided for in Regulation (EC) 1371/2007.
  
  SUBCATEGORY
  Advance payments in the event of death or injury (art. 13 1371/2007)
  Use this category if:
  Use this category for more details on advance payments as provided for in article 13 of Regulation (EU) 1371/2007.
  
  SUBCATEGORY
  Personal safety measures for passengers (art. 26 - 1371/2007)
  Use this category if:
  Use this category for more details on the measures to ensure passengers’ personal security provided for in Regulation (EU) 1371/2007
  
  SUBCATEGORY
  Complaints treatment information (art. 27- 1371/2007)
  Use this category if:
  Use this category to find out how complaints are handled.
  
  SUBCATEGORY
  Service quality standards (art. 28- 1371/2007)
  Use this category if:
  Use this category to find out how Italo monitors its Service Quality standards.
  
  SUBCATEGORY
  Passengers' rights (art. 29 - 1371/2007)
  Use this category if:
  Use this category to find out about rail passengers’ rights in compliance with Regulation (EC) 1371/2007.
  
• SPECIAL SERVICES ON BOARD ITALO
  SUBCATEGORY
  Assistance for passengers with disabilities or reduced mobility (art. 19 - 25 - 1371/2007)
  
  REASON FOR COMPLIANT
  • No service available at station or service too slow
  
  Use this category in case:
  The Sala Blu operator fails to provide or is late in providing the Assistance service.
  
  
  
• WEBSITE AND APP
  SUBCATEGORY
  Ticket issue or amendment
  
  REASON FOR COMPLIANT
  • Payment taken but amendment not made
  
  Use this category if:
  you attempted to change your ticket, the change did not go through, but the amount was still taken from your account.