Support
In this section you’ll find answers to the most frequently asked questions we receive. Using the “do it yourself” tools, you will find the answers to almost any question you are likely to have.
Can I change my ticket before departure?
Most Italo tickets, including intermodal tickets, are changeable depending on the type of offer chosen at the time of purchase. If, for example, you have purchased a Flex fare, you have unlimited and free changes up to three minutes before the departure of the train, while if you have an Economy or Low Cost fare ticket you will have to pay a supplement on the cost already paid to change the date and time of travel.
All fare types and rules regarding the possibility and cost of change/cancellation can be found by clicking here.
To proceed with changing your ticket click on Change Reservation on the home page of the website or contact Italo Assistance at +39 89 20 20 (toll number).
Can I change my ticket before departure?
Most Italo tickets can be changed, depending on the type of tariff selected when booking the original ticket. For example, if you bought a Flex ticket, you can make as many changes as you wish, right up until 3 minutes before departure, for no additional cost. If you purchased an Economy or Low Cost ticket, you will need to pay a fee to change the date or time of your trip.
You can find detailed information about all the different tariffs and their conditions by clicking here.
If you wish to change your ticket click on \"Manage Journey\" on the home page or contact Italo Assistance on +39 89 20 20.
Do I have to print the ticket in order to travel?
No, this is not necessary. At some stations, however, you may be required to show your ticket, for access the train. Use the ticket in digital or paper format, the trip detail screen from the mobile site and App, the confirmation SMS, the receipt from the station ticket offices, or the summary printed by the travel agency to show to the Onboard Staff.
Can someone else use my ticket?
All Italo tickets are issued in the name of the passenger and cannot be transferred or used by anyone else in your name. Depending on the ticket tariff chosen, you may be able to change the name of the passenger prior to travel. Please note that our onboard staff may ask you to provide proof of identity.
What to do if you don't get the email with the ticket receipt?
If you have not received your ticket, please check that the e-mail confirming your reservation has not ended up in spam.
If after 5 minutes from the payment you made, you still have not received the confirmation e-mail, you can contact our support.
If you purchased as a registered user you can retrieve your ticket code and trip summary by logging into your personal area.
Can I board without a ticket and buy it during the trip?
To get aboard Italo you must be in possession of a named ticket valid for route, date and time of departure and arrival, train number, number of Travelers, travel class, assigned seat and any services you have chosen at the time of purchase. If you have to leave, but do not yet have a ticket, up to three minutes before departure, you can also contact Italo staff. In stations where there are no track access gates, in fact, you can make a \Reservation at the platform\ by giving your details and getting assigned a seat. You will then be able to gain access to the departing train, but you will have to regularize your position aboard the train by paying the \\"Bordo\\" ticket.
In case of intermodal travel, you will necessarily have to purchase a ticket before boarding, and it will not be possible to purchase the ticket on board the train or coach.
If I lose the Ticket Code can I retrieve it?
If you lose your ticket code, don't worry because you can retrieve it. Contact Italo Assistance at + 39 89 20 20 (toll number). If you are registered, you can easily retrieve it by accessing through the website, mobile site or app to the section \\"My Trips\\". If you are aboard Italo, contact the on-board staff, who will require you to show a valid ID in order to retrieve your ticket code.
How can I pay for the ticket?
On the italotreno.it website, Italo Treno app and through Pronto Italo at + 39 06 07 08 you can pay with:
- Credit and prepaid cards;
- Paypal (excluding the Pronto Italo service);
- Borsellino Italo, Credito Italo or Indemnity Voucher;
- Masterpass;
- Postepay;
- Amazon Pay (excluding the Pronto Italo service and App);
Through the Self Service Ticket Offices and Italo staff aboard the train and in Italo Ticket Offices, you will be able to pay:
- in cash;
- with ATM cards;
- with credit and prepaid cards;
- Borsellino Italo, Credito Italo or Voucher indemnity;
At travel agencies you will be able to pay according to the payment methods allowed by each agency.
In case of intermodal travel you will necessarily have to buy a ticket before boarding and it will not be possible to buy the ticket on board the coach.
Can I board a different service than the one I booked?
No, access to the train or coach is only allowed if you have a valid reservation.
Where can I buy the ticket?
Purchases can be made:
- via the www.italotreno.it website and mobile site;
- Italo app for iOS and Android;
- via Pronto Italo available daily from 7 a.m. to 11 p.m. at +39 06 07 08 (No sales charge);
- in Italo Ticket Offices during opening hours;
- through the Self Service Ticket Offices present in the network stations;
- aboard the train (upon reservation at the platform) by contacting Italo Staff;
- at authorized travel agencies.
In case of intermodal travel you will necessarily have to purchase a ticket before boarding and it will not be possible to purchase the ticket on board the coach.
If I purchase my ticket using Pronto Italo, how will I receive it?
You should supply your email and or/mobile phone number so that you can receive it via email and / or SMS.
Where can I find a Promo Code?
A Promo Code is a promotional code which may entitle you to a discount. They are provided by Italo from time to time and are notified in the following ways:
- on our website italotreno.it, including its mobile version and the Italo App
- to recipients of our newsletter
- to members of our Italo Più loyalty programme who receive special offers (if you’d like to join, simply click here and follow the simple steps).
Where can I use a Promo Code?
You can use a Promo Code as follows:
- On our website italotreno.it, including mobile versions and the Italo App
- Via Pronto Italo which is available seven days a week from 7am until 11pm on +39 06 07 08
- Italo ticket offices and self-service ticket machines.
What are promotional vouchers?
Promotional vouchers are electronic, 17-character alphanumeric codes that Italo awards you as part of specific promotional campaigns.
They can only be used at the end of the ticket purchase process, on the payment page, by selecting \\"You have a Voucher \\".
You can use them on all direct sales channels to purchase:
- a ticket even with a price higher than the value of the Voucher, in which case you will have to pay the corresponding difference
- a ticket including with a price lower than the value of the Voucher
In this case there is no refund of the difference because the voucher allows for only one use.
Promotional vouchers can be used through Italo's digital channels (website and App) and cannot be used through Self Service Ticket Machines at stations.
Where do I insert the Promo Code in order to claim my discount?
You need to insert your Promo Code before you get to the payment step. It can either be inserted in the Promo Code space on the Home Page or by clicking on the \"promo code\" message you'll find when you're selecting your train on the booking page.
How long is a ticket valid for?
Your ticket is valid from the moment it is purchased until you arrive at your destination. Please note, however, that the maximum period of validity is 180 days from the date of purchase.
If I've purchased a Day Return ticket and then decide I want to modify one of the journeys, what should I do?
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The change of date is not allowed by the offer.
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If you wish to change the date of the entire ticket so that you still travel both ways on the same date, you can do this up to 3 days before the scheduled departure through any Italo channel, dependent upon availability.
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What happens if I buy a Day Return ticket and have to change my departure date?
The change of date is not allowed by the offer.
Do I need to provide ID details when I book an Italo Senior fare?
No, but as these fares are only available to passengers over 60, you will need to have ID with you when travelling as you will be asked to produce it.
In the online purchase of family group tickets, how are seats assigned? Does the system arrange them far away as if they were separate reservations?
In cases where passengers are travelling together, the system assigns the seats in close-range based on availability and always in a \"checkerboard\" layout in order to allow for the safety distance on board the train to be respected.
Do the trains and the ticketing offices at the station provide hand sanitiser for the passengers?
At the station, hand sanitiser dispensers are installed near the ticketing offices. On board the trains, at the entrance to each car there are sanitiser dispensers and the bathrooms are equipped with disinfectant soap.
Before boarding, will my body temperature have to be taken? How long before the train departure must I arrive at the station?
At some stations, body temperature is taken, therefore, arriving at the station ahead of the departure time is preferable to allow enough time for the expected checks.
Must I have a mask or will it be provided at the station/on board?
It is compulsory for all passengers to wear their own personal protective equipment in order to board. Passengers must therefore be equipped with a suitable face mask to effectively cover the nose and mouth.
What type of mask must I wear?
There are no specific instructions regarding the characteristics of the masks to be worn. It is essential that they be suitable to cover the nose and mouth and that they be worn during the entire duration of the trip.
Will distancing be guaranteed on board? In what measure will this distancing take place?
The distancing on board is guaranteed by the new arrangement of the seating which calls for a “checkerboard” layout. Blocked seats are clearly marked.
How often is the sanitation of seats, toilets and cars carried out? At each intermediate stop? Only at the train’s last stop?
All our train carriages are regularly sanitised through various measures:
- thorough sanitisation procedure before each departure , including cleaning of seats, armrests and tables;
- regular sanitation and several times during the day of common surfaces (such as door handles, push buttons for doors, keypads on vending machines);
- sanitation of headrests with chlorine-based products;
- frequent cleaning of air conditioning systems, to guarantee greater air cleanliness.
How will the train deboarding / boarding by the passengers be organised in the various stations?
Differentiated boarding and deboarding passenger flows are planned. First, the deboarding of passengers on the train will take place and subsequently, the passengers on the ground will be allowed to board. Furthermore, an announcement on board the train will ask passengers to avoid gathering closely together near the doors while deboarding and in the aisles.
Are catering services and vending machines for food and beverages available on board?
In order to avoid situations of contact and for greater protection of the passengers on board, catering services have been temporarily suspended. The vending machines continue to be available.
If I notice that someone on the train I am travelling on has flu symptoms what should I do? Can I ask to interrupt travel and deboard?
In this case it is necessary to promptly inform the Train Manager who will apply the relevant security procedure. Interruption of travel occurs only upon evaluation by the competent Authorities.
Are medical services provided at the station and on board?
All our personnel, both at the station and on board the trains, is constantly trained on the current health safety regulations to correctly manage passenger safety on board; additionally, our staff is continually trained on first response emergency aid procedures.
Are exceptional measures planned for transporting baggage or will it be placed in the vestibules all together next to each other?
Regulation regarding the transporting of baggage is not subject to variations. All of the areas and the surfaces subject to significant contact will undergo frequent cleaning and sanitation processes several times per day and a careful sanitation activity will be carried out at the beginning of each commercial service, which also includes the cleaning of seats, armrests and tables.
Can I travel with my dog (or pet)?
Yes, there is no reason or condition to prevent passengers from travelling with their own pet on board the train.
Is there provision for people with disabilities and pregnant women?
In all stations served by Italo, assistance in boarding and disembarking from trains is provided by RFI - Rete Ferroviaria Italiana. For more information on the service you can refer to the disabled assistance regulations by visiting the Ticket Purchase and Assistance for Passengers with Reduced Mobility section on the Sales Channels page.
In case of intermodal transportation (Italo + Itabus), it is necessary that the traveler with a disability or reduced mobility informs Italo of his or her needs by contacting Pronto Italo at 060708 no later than 36 hours before the scheduled departure of the entire trip, in order to arrange the bus for safe transportation.
I am a passenger in a wheelchair, how can I make the trip?
Aboard Italo we are committed to ensuring maximum accessibility for people with disabilities and reduced mobility. For more information on the services dedicated to travelers with disabilities or reduced mobility on board Italo you can consult the Passengers with Disabilities and Passengers with Reduced Mobility section of the Italo S.p.A. Transportation Contract. For how to purchase tickets and assistance at the station visit Purchase Ticket and Assistance for Passengers with Reduced Mobility on the Sales Channels page.
In case of intermodal transportation (Italo + Itabus), it is necessary for the traveler with a disability or reduced mobility to inform Italo of his or her needs by contacting Pronto Italo at 060708 no later than 36 hours before the scheduled departure of the entire trip in order to arrange the coach for safe transportation.
How can I request an invoice for a ticket?
If you are resident or are established in Italy, you can request an invoice at the same time as the purchase or within 24 hours of the day of purchase, in the \"Change Reservation\" section using the \"Request Invoice\" function. Alternatively, by 11 pm on the day of purchase, by contacting Italo Assistance at 892020 (paid number).
If you reside or are established abroad, you can request an invoice by 11pm on the day of purchase by contacting Italo Assistance at 892020 (paid number if you call from an Italian mobile phone) or at +39 0689371892 (standard rate number if call from a foreign cell phone).
How can I obtain an invoice?
We can provide you with a copy of the invoice in pdf form via your email upon confirmation of release by the Italian Tax Office. You can also download it directly by clicking on the \"Change Ticket\" link in your booking confirmation email or, if you are registered with Italo, you can go to the \"My Journeys\" section of our website where you can click on \"Download Invoice\" for the journey in question.
I’ve received my invoice, but the invoice information is incorrect, how do I get it corrected?
If the invoice is issued by the Revenue Agency's Exchange system and there is no notification of rejection, it will be necessary to contact Italo Assistance at the paid number 892020 and notify the incorrect data no later than the timing imposed by tax legislation. The request for an invoice modification can be accepted only and only if the data to be corrected are fiscal data.
How do I create or change a billing profile?
Before purchasing your ticket, visit the website italotreno.it and log in to your account, then from My Page click on the \"Personal info and Preferences > Billing profile\" and save/change your profiles. You can add up to 5 billing profiles.
If I buy my ticket in a travel agency, can I request an invoice?
Yes, with the purchase at the Travel Agency or from the \"Change Reservation\" section of the ItaloTreno website by 11.59 pm on the day of purchase, or alternatively by contacting Italo Assistance on the paid number 892020 by 11.00 pm on the day of purchase
How many billing profiles can I have?
You can have up to 5 billing profiles at any time.
What are Qualifying Points and Reward Points?
The Level Points are the points that are collected by purchasing Italo Tickets in the Flex, Economy or Day Return Commercial Offer or choosing Travel Pack 10 and contribute to the achievement or maintenance of the Italo Più status Levels.
Italo Più Points are the points collected by purchasing Italo Tickets or by purchasing products and services offered by Italo Partners. These points may be used to request free Reward Tickets.
When can I start spending my accumulated points?
You can start spending the accumulated points after having made at least 2 trips with Italo and therefore having reached the Italo Più Member level.
My points don't seem to have been credited to my account. Why?
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 Più 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 Assistance on 892020 (or, if you are calling from abroad +39 06 89 37 18 92). We also remind you that the points are credited to you within 7 days of the conclusion of your trip. The points balance is normally updated within 24 hours after the day of travel but it may take up to 7 days.
I didn't insert my Italo Più code when I purchased a ticket. How can I claim the points now?
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 \"Change booking\" and insert your name, surname and ticket code. In the \"Travel Summary\" page simply click on the CONNECT ITALO PIU' 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.
Alternatively, you can call Italo Assistance up to 3 minutes before the scheduled departure on +39 89 20 20 (calls to this number cost).
I bought a ticket but I still don't see the points
The points will be credited to your profile at the end of your trip. If you have purchased a product or service from one of our business partners or have requested the transfer of points from another loyalty program of our partners, the points will be available on your profile within 70 days from the date of use of the product or service.
How long are points valid for?
The 2020-2023 Italo Più edition started on 17 March 2020 and will end on 31 March 2023. Each member can earn points until 15 March 2023, considering that the points earned to that date can be used (and consequently the rewards can be requested) by 31 March 2023 at the latest.
Can I collect points from 2 different tickets for 2 different passengers on a single Italo Più card?
Only the cardholder can accumulate points and only for travel purchased and undertaken in his or her name.
I purchased a ticket before the loyalty programme expiry date but my points haven't been credited. Why has this happened?
If you purchase an Italo ticket or service, the points will automatically be credited once your journey is completed. However, if that journey took place after the loyalty programme expiry date, you will not receive any points.
Where can I find my Italo Più points balance?
Simply go to the Home Page and click on \"LOG IN\" or go to \"My Personal Area\" and click on \"Travel History\". Alternatively, you can call +39 89 20 20 (calls to this number cost).
I purchased a product / service from one of Italo's reward partners but I haven't been credited / debited the correct number of points. What can I do?
For any problems relating to points earned when purchasing goods or services from one of our partners, you will need to contact them directly.
When will my points be credited to my account?
If you purchased your ticket or service from Italo, your points will be credited to your account once your journey has been completed. Please note that it may take up to 7 days for the points to appear. If you have purchased a product or service from one of our reward partners your points will appear within 70 days of having used or received that product or service.
After registering with Italo Più, can I start earning points right away?
By registering with Italo Più, you can immediately start accumulating points that you can use by becoming an Italo Più Member.
In fact, you just need to make two trips with Italo to access the Italo Più Member level and request your free award tickets.
How are Italo Più levels reached and / or maintained?
By traveling with Italo in the Flex, Economy or Day Return Ticket Commercial Offer or by choosing Travel Pack 10, you accumulate Level Points that allow you to unlock new levels.
The membership level will be updated every twelve months following the date of enrollment in the Program. If within 12 months you get a sufficient number of Level Points to access the next level, you will be immediately and automatically added to the new level. Up to the end of the twelve months you can continue to accumulate additional Level Points to access even higher levels.
Example:
I subscribe to Italo Più on 09/20/21 and in 6 months I reach 1,000 Level Points, I will automatically become Italo Più Premium; I have until 19.09.22 to accumulate another 5,000 level points to reach the Italo Piu Privilege level.
Once I reach the Italo Più Member level, can I go back to the previous level?
No, the Italo Più Member level is the starting point for accumulating Level Points and unlocking new levels.
How do I register for the Italo Più programme?
It's free and simple. All you need to do is click here and follow the easy instructions.
How can I change the email address (Username) that I used when I first registered?
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 Italo Più Corporate card, you should logging into
your personal area and clicking on \"Personal data / Preferences\". Then, you need to click on \"Change Username - Become an Italo Più Corporate Member\".
We would remind you that you can transfer to Italo Più Corporate only if your company has a business account with Italo.
How can I change my password?
You just need to go to the Personal Area of your account, choose the \"Personal Data and Preferences\" section and click on \"Change Password\".
I've forgotten my password. What do I do?
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 account and we will send you an email with the link to reset your password.
My profile details are incomplete or incorrect. How do I modify them?
You can change your details by simply going to your personal area and choosing the \"Personal Data and Preferences\" section.
I can't access my account. What should I do?
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. You will then need to choose a new password.
I am unable to register with Italo Più. What should I do?
If for any reason you are unable to complete your registration to our loyalty programme, please send an email to ntv.privacy@ntvspa.it and include your full name and the email address you used (or wish to use) to register.
How do I cancel my membership of Italo Più?
You can cancel your account by accessing your personal area then clicking on “Personal Data and Preferences” and then scroll down towards the bottom of the page where you’ll find “Delete your Italo account”. Any tickets you have purchased for trips not yet completed will remain valid.
We would remind you that if you have any credit in your Borsellino Italo or current products in your account, you will not be able to process the cancellation.
If you would like to remain enrolled in the Italo Più programme but do not wish to receive communications of a commercial nature, you can change your Privacy options on the “Personal Data and Preferences” page of your account. Alternatively you can send an email to ntv.ntvprivacy@ntvspa.it with your request.
What's the deadline for requesting a reward?
The rewards can be requested until 31 March 2023.
How do I claim a reward ticket and how long is it valid for?
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).
A reward ticket is valid for 180 days from the date of issue.
Can I change or cancel a reward ticket?
The name change of the Award ticket is free and allowed by contacting Italo Assistance on the number 892020 (paid number).
A change of date and time is also allowed with an integration of € 10 up to 3 minutes before the departure of the train by logging into your Personal Area or by contacting Italo Assistance to the number 892020 (paid number). The change of environment or itinerary is not allowed. The canceled award ticket cannot be refunded in points or redeemed in cash.
How much time is valid a Reward Ticket?
A Reward ticket is valid for 180 days from the date of request for it.
Can the reward ticket be gifted to someone?
Yes, you will need to purchase the ticket with points from your Personal Area. The ticket will be automatically issued in your name, then you can change the passenger's name and surname by contacting Italo Assistance at 89.20.20 (paid number) or at the Italo ticket offices in the station.
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Yes, you will have to purchase the ticket with your points in the My Page section. The ticket will be automatically issued in your name, after which you can change the name and surname of the passenger in the Manage and Search Ticket Area, which can be accessed
here.
Please note that to change the passenger information, you do not have to log in to the My Page section.
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Can I request an award ticket and travel with my medium or large pet?
No, the request for an award ticket does not allow the purchase of the \"Dog\" service to be activated.
I've misplaced my Italo Più Card. How do I request a replacement?
Digital Loyalty Cards are allocated to all participants. Physical cards will be sent at the sole discretion of Italo, within 60 days of a level being reached.
When will I receive my Italo Più card?
When you register with the Italo Più program, you will immediately receive your own Italo Più code to access your account and begin collecting points. Loyalty Cards are allocated in digital form or may be sent in physical form to members (at the discretion of Italo); the cards are nominative, personal, non-transferable, and may be used solely by the card-owner. In the event of allocation of a physical card, the participant will receive the Loyalty Card within 60 days of a level being reached.
How can I be sure that my credit card details are secure?
You can speed up the booking process by registering your preferred credit card in complete confidence that your data will be treated with the utmost confidentiality. All credit cards are registered in conformity with the “Payment Card Industry Data Security Standard” guidelines designed to protect your data.
Is baggage transportation free of charge? How many bags can I take on board?
Luggage carrying is included in the ticket price. You will be responsible for placing luggages in the appropriate spaces provided (vestibule and compartment luggage racks, hat racks in compartments and compartments under and between seats, bus hold). No luggage larger than 75x53x30 cm is allowed in the Smart environment. Consult the regulations regarding the transport of luggage by clicking here to avoid penalties.
How can I retrieve a luggage or item lost while traveling
If you have forgotten your luggage or misplaced a personal item aboard an Italo train, you can search for it through the FindMyLost platform by following this link, and clicking on the \"I lost\" button. Upon registration, you can search in several languages and activate an alert if your item or luggage has not yet been found.
Can I transport bicycles, baby carriages, strollers?
Yes, strollers, baby carriages and folding bicycles are intended as luggage and must be placed with the frame properly closed in the spaces available on board the train. Particularly bulky luggage and/or bulky objects and/or conventional bicycles are not allowed. For the safety of passengers and the protection of your bike, it is preferable for it to be stored inside a special bag.
In case of intermodal transport (Italo + Itabus), bicycles and electric scooters cannot be carried on board the coaches.
Does Italo offer an insurance policy which covers onboard theft?
No, luggage is transported solely at the responsibility of the passenger.
Are the luggage spaces guarded?
Yes, the luggage areas in the vestibules of each carriage on Italo trains, in compliance with the Personal Data Protection Authority's Provisions, are video monitored. Italo is not responsible for theft or damage done to luggage during travel.
Children and teens travel for free?
Aboard Italo, children 0-36 months (infants) travel free of charge if they sit on the lap of their adult companion.
In case of intermodal ticket purchase (Italo + Itabus), the infant 0-36 months seat aboard the train is also subject to payment. The infant may travel on coaches only in approved seats and it is the sole responsibility of the accompanying person to bring an approved seat in accordance with the relevant regulations.
By purchasing the Italo Family offer, children under the age of 14 also travel free in the Smart environment when accompanied by an adult in the Flex fare.
Find out all the conditions to take advantage of the offer by clicking here.
Can minors travel unaccompanied? Does Italo offer a chaperone service?
No, no chaperone service is available. Minors may travel unaccompanied if they are 14 or older, otherwise they must be accompanied by an adult passenger.
How do I contact Italo if I need information or to make a complaint or give feedback?
If you wish to file a complaint, you can:
- formulate it through the complaints form on the Italotreno.it website;
- formulate it in writing by registered mail with return receipt to be addressed to \"Italo - Nuovo Trasporto Viaggiatori S.p.A.- Customer Management - Italo - Nuovo Trasporto Viaggiatori S.p.A - Via Casilina 1 - 00182 Roma\";
- contact Italo Assistance at +39 89 20 20 (paid service).
After 30 days have elapsed from sending the complaint to Italo S.p.A. for violations of European Regulation no. 2021/782, you can complain by writing to the Transport Regulatory Authority (by mail at Via Nizza 230 - 10126 Turin or by certified e-mail at pec@pec.autorita-trasporti.it or by filling out the form on the website www.autorita-trasporti.it/site/).
How can I connect to the Italo Live portal?
1. Enable the Wi-Fi connection on your device.
2. Connect to the Italo network.
3. Open up your internet browser. If the Authentication Page does not automatically appear, type in and connect to https://www.italolive.it.
4. Click on the Web Access button.
5. If you are registered with Italo you can simply insert your User ID and password. Remember that you may need to wait a few hours from the time you register until your credentials are updated and recognized. If you haven’t registered, you will just need to insert your ticket code and email address* (twice). Then accept the Terms & Conditions and select your preferred privacy option.
*Note: you will receive an email containing a link asking you to click in order to confirm your email address. If you do not confirm, after one hour of internet usage you will be asked to redo the registration process.
I connected to the onboard Wi - Fi but can't navigate.
To navigate while aboard Italo train on the public Italo network, connect to the Italo Live portal. The network is set up to automatically assign an IP address to each connected device. To navigate on the Itabus coach you can connect for free to the Wi-Fi 4/5G ultra-wideband network for fast, unlimited surfing.
I can't access certain services while aboard ITALO using Italo Live connection. How can I proceed?
To ensure fair distribution of available bandwidth to all Travelers, some Internet services such as file sharing or video streaming or VOIP, may be limited or blocked (e.g.Netflix, Dropbox, Spotify, etc…).
How much does the cinema service cost?
Where it is available, there is no cost.
How can I ask for a credit to be converted to cash?
If you have a credit over €4 you can request a cash equivalent directly from italo.it. If you have a Borsellino Italo you can make your request simply by logging into your Italo account and clicking on My Page.
To redeem a compensation voucher or an Italo credit, go to the Self Service area, which you will find by clicking on Support and scrolling down.
What is Borsellino Italo?
Italo Borsellino is an electronic personal account available to members of Italo Più, our loyalty programme, and anyone who has registered on our website.
It is available by registering on italotreno.it or by calling Italo Assistance on +39 89 20 20 (calls to this number will be charged).
The Italo Borsellino is where we place any refunds or compensation for delays.
It has no expiry date and you can use it to purchase tickets and additional services or as partial payment of a ticket. You can use it across all our sales channels with the exception of travel agencies.
The Borsellino can be used by accessing italotreno.it, inserting your user ID and password or via our Contact Centre by providing your Italo PIù code and the necessary identification details.
If your balance is €4 or more, you can ask to convert it to a cash equivalent by accessing your personal area of our website or by contacting Italo Assistance where you will need to provide your client code and any necessary identification details.
You will receive your refund via bank transfer within 30 days of your request.
What is Italo Credito?
Italo Credit is an amount which is automatically associated with a ticket code and is available in the following circumstances:
- As a refund if the passenger does not travel or if Italo does not fulfill its services
- As a refund of additional services.
It is valid for 365 days from the date it is issued and can be used as full or partial payment of a ticket or to pay for additional services and can be used in all sales channels. For credits above 4 euro, you can request to have it converted to a cash equivalent (see “How can I transform a credit into cash?”).
You can check your Italo Credit balance by going to the Change Booking section of our website, by calling Italo Assistance or in any Italo ticket office. You’ll just need to provide the name and booking code associated with your ticket.
How can I convert my Borsellino Italo to cash?
You can convert your Italo Borsellino with 4 simple steps:
Log in to your personal area;
Click on Borsellino Italo on the My Journeys section;
You will then see the total amount available in your Borsellino. Click on Convert to cash;
Complete the Form.
You will receive your Italo Credit cash equivalent via bank transfer on the account details provided by you within 30 days of your request.
Please ensure that the name of the bank account the payment will be made to corresponds with that on the ticket purchased.
For more details please contact Italo Assistance on 892020 (calls will be charged). If calling from abroad, please call Italo Assistance on +39 06 8937 1892.
How can I convert my Italo Credit to cash?
You can convert your Italo Credit with 5 simple steps:
Go to the Manage Journey;
Locate your journey by inserting Name, Surname and Ticket Code;
You will then be shown the information relating to your ticket and the value of your Italo Credit. Click on Shown Trip Details;
Click on Convert to cash;
Complete the Form.
You will receive your Italo Credit cash equivalent via bank transfer on the account details provided by you within 30 days of your request.
Please ensure that the name of the bank account the payment will be made to corresponds with that on the ticket purchased.
For more details please contact Italo Assistance on 892020 (calls will be charged). If calling from abroad, please call Italo Assistance on +39 06 8937 1892.
How can I convert my Compensation Voucher to cash?
You can convert your Compensation Voucher with 4 simple steps:
Go to the Compensation Voucher page;
Locate your voucher by inserting the 17 digits of your Voucher Code and the Ticket Code;
You will then see the value of your voucher. Click on Convert to Cash;
Complete the Form.
You will receive your cash equivalent via bank transfer on the account details provided by you within 30 days of your request.
Please ensure that the name of the bank account the payment will be made to corresponds with that on the ticket purchased.
For more details please contact Italo Assistance on 892020 (calls will be charged). If calling from abroad, please call Italo Assistance on +39 06 8937 1892.
If I am unable to travel, can I request a refund?
You are entitled to a refund only if you have purchased a flexible ticket which includes a refund as one of its conditions.
Click here for more information about the different fare types and check if your ticket qualifies for a refund.
If your fare does allow you to claim a refund, you can request this up to three minutes before the scheduled departure by going to the \"Manage Journey\" section on italotreno.it and following the instructions. Alternatively you can request a refund from an Italo ticket office or by calling Italo Assistance on +39 89 20 20 (calls will be charged).
If you purchased your ticket from a travel agency, you will need to contact them directly or call Italo Assistance on +39 89 20 20 (calls will be charged).
If I cancel my journey, how will I receive my refund?
Italo will rimburse you in the same method as your original purchase was made:
- If you paid using a credit card or prepaid card via our website or Contact Centre your refund will be credited to the same card.
- If you paid with:
a) Credit card or prepaid card via a self-service ticket machine or Italo personnel
b) Italo Credit or Borsellino
c) Cash or bancomat via a self-service ticket machine or Italo personnel
you will receive a credit in your Italo Credit or Borsellino account.
-If you paid using cash or bancomat via a self-service ticket machine you will be credited back via your Italo Credit or Borsellino account.
- If you purchased your ticket from a travel agent, you will need to contact them to organise your refund or alternatively you can contact our Contact Centre to receive your refund in either of the following ways:
Credited back to the passenger’s credit card if it was used when booking,
Credited back to the agency’s credit card if it was used when booking, otherwise via Italo Credit or Borsellino.
How do I request a refund of a ticket which covers more than one passenger?
If you have a ticket which covers two or more passengers and you wish to request a refund, you will need to provide the ticket code and the name of at least one of the passengers named on that ticket. If the refund in question relates to all passengers covered by the ticket, you can make your request through the usual Italo sales channels. If, however, you need to change the details or request a refund for only one or some of the passengers, please call Italo Assistance on +39 89 20 20 for assistance in reallocating the ticket.
My Paypal account or credit card has been debited but I haven't received my ticket confirmation and code. What should I do?
If you encounter problems when purchasing a ticket and you end up doing multiple transactions for the same ticket, please go to the Self Service area of your account which you will find here or contact Italo Assistance on +39 89 20 20.
You will need to provide details of the duplicate transaction and will then be guided as to how to obtain a refund for the payment made in error.
I've paid for the same ticket twice. How can I request a refund?
If you encounter problems when purchasing a ticket and you end up doing multiple transactions for the same ticket, please go to the Self Service area of your account which you will find here or contact Italo Assistance on +39 89 20 20.
You will need to provide details of the duplicate transaction and will then be guided as to how to obtain a refund for the payment made in error.
Is there a dining car and/or bar service aboard Italo?
There are convenient and inexpensive vending machines aboard Italo and Itabus where you can purchase espresso coffee (only on Italo), cold drinks and snacks. On selected trains there is an Italo Selection seat food service, which allows you to enjoy your meal from the comfort of your seat. You can order the product you prefer from the attendant staff and pay directly at delivery.
What do I need to do to receive compensation for late arrival?
Compensation for arriving at your destination with a train delay of more than 60' is automatically credited within 30 days. To speed up re-credit operations this is disbursed by Voucher, Credito Italo or, for those enrolled in the Italo Più program, on Borsellino Italo. To verify that the disbursement has been made, go to the \\"Do it yourself\\" section found on the \\"Assistance\\" page of the Italo website and click on \\"Monetize Indemnity\\" if you have a Voucher or on \\"Verify your Italo Credit.\" To verify that your credit has been re-credited to Borsellino Italo, on the other hand, Login to the site with your account and go to your Personal Area.
In case of intermodal transportation (Italo + Itabus), if the delay at destination is caused by a coach delay, there is no compensation.
What happens if my coach is scheduled to be more than XX minutes late or has been cancelled?
If your coach has yet to leave and is scheduled to be delayed for more than 120 minutes, or if it is cancelled on departure, you can immediately request a refund of the ticket price without any deduction for the entire trip if you no longer need to arrive at your destination.
In addition, in this case, you can request to return to the point of departure as soon as possible with the first useful service.
If your ticket is Round Trip and the delay or cancellation affects the outbound train, you can request a full refund for both trips or decide to keep the return one.
If the delay exceeds 60' or the cancellation affects the return journey, you can request a full refund for the return journey only.
The continuation of the journey to the final destination:
- as soon as possible with any replacement services made available to you or with the first useful Italo;
- even at a later date.
The full refund for cancellation of the journey must be requested before departure through the appropriate channels.
What happens if my train is delayed by more than 60 minutes or is cancelled prior to me travelling?
If your train is delayed by more than 60 minutes prior to your scheduled departure, or if it is cancelled, the following rules apply:
You are entitled to a full refund of your ticket for:
- The leg of the journey affected by the delay or cancellation
- The entire journey if you no longer need to reach your final destination. In this case, you can also ask to return to your departure point via the first Italo train available
Where you have a return ticket and the delay or cancellation affects your outward journey you can request a refund for the entire two-way trip or you can also choose to maintain the return leg. If the delay or cancellation affects your return leg you are entitled to a refund only for that journey.
You can choose to complete your journey towards your destination either:
- By means of a service replacement solution if offered, or with the first available Italo train
- By choosing to travel at a later date
What if my train is late to its destination?
Between 60 and 119 minutes of arrival delay, Italo automatically grants you a compensation equal to 25% of the ticket fare. With an arrival delay of more than 120 minutes, Italo automatically grants you compensation equal to 50% of the ticket fare. The compensation will be automatically granted within 30 days by voucher or, if you are a Member of the Italo Più program, on Borsellino Italo. In both cases Italo will send an email notifying you of the compensation and you can check your credit directly on italotreno.it by going to the \"Support\" section.
In case of intermodal transport (Italo + Itabus), if the delay at destination is caused by a coach delay, no compensation is provided.
How do I reserve a journey for an animal?
If the dog is small, up to 5 kilograms in weight, and travels with the owner in the special carrier, he does not pay the ticket. If the dog is of medium and large size, weighing more than 5 kilograms, there will be no need for a pet carrier but it is necessary to book and purchase an online service by filling in the appropriate field during the ticket search phase. The price of the ticket dedicated to the dog is variable and will be visible before payment. Alternatively, you can buy the ticket through the “Pronto Italo” Contact Center on 06 07 08 or you can add the service by calling Italo Assistance on 89 20 20 up to two hours before departure.
For further informations, please click on Travelling with your pets page.
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If you are travelling with small domestic animals including dogs weighing up to 5 kg, there is no action required.
For dogs weighing above 5 kg, you will need to book the service by calling Pronto Italo on +39 06 07 08. This can be done up to 2 hours before scheduled departure, however please note that spaces are limited. For further informations, please click on Travelling with your pets page.
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Are animals allowed to travel and if so, what are the costs?
Dogs weighing less than 5 kg and cats must travel in an enclosed pet carrier which should be placed in the baggage area or by the seat of its owner.
For dogs weighing over 5 kg please check the guidelines of the website.
For further informations, please click on Travelling with your pets page.
What are the guidelines for transporting animals on board?
Small pets up to 5 kg must travel in an enclosed pet carrier which should be placed in the baggage area by the seat of its owner.
Dogs weighing over 10 kg have a dedicated space in Smart ambience, in Comfort ambience and in Prima ambience.
Once you and your pet are on board, we’ll provide you with a kit which contains an anti-odour hygiene mat which must be laid under your dog.
Your dog must be kept on a lead at all times and must wear a muzzle when boarding and leaving the train or at the request of Italo personnel.
There are no limits regarding size and weight for guide dogs accompanying sight-impaired passengers.
All dogs, regardless of breed and weight, must have the necessary documentation. If passengers comfort passengers coming from outside Italy, they must be able to produce the appropriate documentation for their pet, ie an identification method and passport in accordance with Regulation (EC) No 998/2003 where applicable.
For further informations, please click on Travelling with your pets page.
I have purchased a connection trip containing separate tickets issued by different operators, how can I change them?
In the case of the purchase of a connection journey (separate tickets from different transport operators such as High Speed Italo and Trenitalia Regional Train), you can request the modification of both tickets or even just one, by contacting the respective operators of competence and on the basis of the individual applicable tariff rules (for Italo you can view the conditions relating to the modifiability of your fare at the following link).
More generally:
- as regards the modification of the Italo High Speed ticket, you can contact Italo Assistance on the number 892020 or make the change independently in the ''Manage Journey'' section on this link;
- as regards the modification of the Trenitalia regional ticket, you can consult the following link;
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- as regards the modification of the Itabus Bus ticket you can consult the following link.
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We remind you that the modifiability of tickets depends on the individual applicable fare rules and that, in the event of changes, the availability of new travel solutions in connection is not guaranteed.
I am traveling on the train of the first transport operator and, due to the delay, I could risk not taking the second means to reach the final destination. What can I do?
Your trip includes two separate tickets issued by two different operators, each responsible only for their own service under the applicable conditions of carriage.
In general, if the train you are traveling with is delayed, we invite you to contact the assistance of the next transport operator as soon as possible to verify the possibility of changing the second ticket where permitted by the applicable fare rules (for Italo you can view the conditions relating to the modifiability of your rate at the following link).
More generally:
- as regards the modification of the Italo High Speed ticket, you can contact Italo Assistance on the number 892020 or make the change independently in the ''Manage iyour booking'' section on this link.
- as regards the modification of the Trenitalia regional ticket, you can consult the following link;
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- as regards the modification of the Itabus Bus ticket you can consult the following link.
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We remind you that the modifiability of tickets depends on the individual applicable fare rules and that, in the event of changes, the availability of new travel solutions in connection is not guaranteed.
If I give up the trip in connection am I entitled to a refund?
In case of cancellation of the connection journey (separate tickets from different transport operators) you can request a refund of both tickets or even just one, by contacting the respective competent operators (for example: Italo for the High Speed ticket - Trenitalia for the regional ticket), based on the individual fare rules applicable.
For Italo click here;
For Trenitalia click here;
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For Itabus click here.
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The Italo high-speed train was delayed and I lost the means of the next operator (for example the Trenitalia regional train): how can I get a refund for the latter?
In the case of purchasing a connection trip (separate tickets from different transport operators), each transport operator is solely responsible for its own service and, therefore, Italo will not refund the ticket of other transport operators.
For the reimbursement conditions, please refer to the respective applicable regulations.
For Italo click here;
For Trenitalia click here;
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For Itabus click here.
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In general, if the train / bus you are traveling with is delayed, please contact the assistance of the next transport operator as soon as possible to verify the possibility of changing the second ticket where permitted by the applicable fare rules (see the FAQ above \"Change tickets\" for more information).
To follow Trenord train traffic in real time, use the digital tools made available by Trenord (click here).
The Trenitalia Regional train was delayed and I missed the Italo High Speed train: how can I get a refund for the latter?
In the case of the purchase of a connection journey (separate tickets from different transport operators), each operator is solely responsible for its own service and, therefore, Trenitalia will not refund the Italo ticket. For the reimbursement conditions, please refer to the individual applicable regulations.
For Italo click here;
For Trenitalia click here;
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For Itabus click here.
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In general, if the Trenitalia regional train you are traveling with is delayed, we invite you to contact the assistance of the next transport operator as soon as possible to verify the possibility of changing the second ticket where permitted by the applicable fare rules. (see the FAQ above on \"Change tickets\" for more information).
In the event of delays or cancellations, can I obtain compensation or reimbursement?
In the event of a delay in departure, cancellation or delay in arrival (of the Italo High Speed train or of the Trenitalia regional train) for any reimbursement and / or compensation, you can contact the transport operator concerned directly. For the applicable reimbursement and / or indemnity conditions, please refer to the respective transport regulations.
For Italo click here;
For Trenitalia click here;
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For Itabus click here.
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What are the guidelines for transporting animals on board?
You will be able to request an invoice for both or even just one of the tickets for the connecting journey according to the methods established by the individual transport operators.
For the invoice relating to the ITALO ticket, if you reside or are established in the Italian territory, you can request an invoice within 24 hours of the day of purchase, in the \"Change Reservation\" section using the \"Request Invoice\" function. Alternatively, by 11 pm on the day of purchase, by contacting Italo Assistance at 892020 (paid number). If you reside or are established abroad, you can request an invoice by 11pm on the day of purchase by contacting Italo Assistance at 892020 (paid number if you call from an Italian mobile phone) or at +39 0689371892 (standard rate number if call from a foreign cell phone)
- For Trenitalia click here;
- For Trenord click here;
- For Trenitalia Tper click here.
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- For Itabus click here.
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Can I choose a seat for connecting travel?
The service is currently not available for connecting journeys (separate tickets from different transport operators).
Am I entitled to the recognition of points for connecting journeys (separate tickets from different transport operators)?
Each transport operator will recognize the points according to their own regulations.
For information on the Italo Più Reward Operation click here.
For other transport operators, please refer to their respective websites.
For Trenitalia click here;
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For Itabus click here.
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How can I request the assistance service for passengers with reduced mobility or with disabilities for connecting journeys (separate tickets from different transport operators)?
For the provision of PRM assistance services, you will need to contact individual transport operators for each route.
- For Italo you can contact Pronto Italo on 060708 or Sala Blu at the following link.
- For Trenitalia you can contact Sala Blu at the following link and consult the following link.
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- For Itabus, you can consult the following link.
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How can I apply for assistance for passengers with reduced mobility or having disabilities?
At the station, dedicated staff from RFI - Rete Ferroviaria Italiana will wait for travelers with disabilities or reduced mobility at the agreed meeting point when booking through the Pronto Italo contact center at 060708, at least 30 minutes before departure time. For more information, you can contact Pronto Italo on 060708 or Sala Blu at the following link
In case of intermodal transportation (Italo + Itabus), it is necessary for travelers with disabilities or reduced mobility to inform Italo of their needs by contacting Pronto Italo at 060708 no later than 36 hours before the scheduled departure of the entire trip, in order to prepare the coach for safe transportation.
Where is the departure and arrival stop point of the coach?
On the ticket you will find the address of the coach stop point.
Can I select my seat on the coach?
The service is currently unavailable.
Where is my coach?
To see where a coach is, go to the Find the Real-Time Coach page https://www.itabus.it/it/trova-bus-in-tempo-reale: search for the coach by entering the bus number on your ticket.
If your coach is delayed, keep track of where it is and get to your stop before the new departure time.
Because the estimated time is approximate and may change, please remember to get to your stop in advance.
What should I do if my coach is late?
In case of delay, you can monitor your coach's location by visiting the Find Real-Time Coach page, entering the coach number listed on your ticket.
How long before I have to be at the coach stop?
You will have to be at the stop 15 minutes before the coach's departure time.
To check where your coach is, access the Find Real-Time Coach area and enter the coach number that you find on your ticket.
Can I get on or off at a different coach stop than the one specified on the reservation?
For security reasons, your ticket is valid only at the booked stop points; you are not allowed to board or get off at different stops.
Are there any stops during the coach trip?
Our commitment is to get to our destination as quickly as possible, always focusing on maximum safety and alternating driving and rest periods for our drivers.
That is why in cases such as delays or traffic on the road, if the driver goes beyond the allowed driving time, they will make a stop for safety reasons. To find out the duration of the stop, you can ask the driver.
Facilities on board all our coaches, such as toilets and, on double-decker coaches, snack and beverage vending machines, will allow us to avoid unscheduled stops even on longer routes.
Lost or exchanged luggage aboard the coach
Throughout the trip pay attention to and take care of your luggage because they are under your responsibility.
In case of luggage loss, exchange, theft or damage, Italo and Itabus are not responsible.
What amenities and services are there on the coach?
Aboard our coaches you will find:
- Comfortable seats with leather inserts, double armrests (both side and center) adjustable footrest and folding tray table;
- Side extendable seats to increase the comfort of your journey;
- Top seats with extendable leg rests and more leg room (on double-decker coaches);
- Reservable table area (on double-decker coaches);
- Air conditioning;
- Free 4/5G ultra-wideband Wi-Fi connection;
- Free USB and power outlets (220 V) for each seat;
- Ample space between seats;
- Snack and beverage vending machines on double-decker coaches;
- Toilets;
- Seats equipped for transporting wheelchair passengers (on double-decker coaches);
- Frequent cleaning of the vehicles.
What are the safety regulations aboard the coach?
All seats on the Itabus coaches have a seat belt, which you will need to fasten during the trip. Children between the ages of 0 and 3 years (infants) may ride on coaches only in approved child seats, and it is the sole and exclusive responsibility of the accompanying person to bring an approved child seat in accordance with the relevant regulations.
To safely transport your luggage, store checked ones in the luggage compartment of the coach, while carry-on luggage can be placed in the overhead compartments or under your seat.
Itabus coaches follow a precise, constant and scheduled maintenance process on both mechanical parts and interior comforts.
The cleaning and sanitizing service of the vehicles is carried out on each new trip by specialized companies to ensure you always have a clean vehicle.
To ensure greater safety for our travelers we have a 24/7 operations room that allows us to constantly monitor the movement, parameters and condition of the coaches.
Is there wi-fi aboard the coaches?
Yes, on our coaches you can connect to the Wi-Fi 4/5G ultra-wideband network for free for fast and unlimited surfing.
FREQUENTLY ASKED QUESTIONS
TICKETS PAYMENT ISSUES
ITALO PIÙ POINTS AND REWARD TICKETS
REFUNDS FOR TRAIN DELAYS & CANCELLATIONS
Notice about Covid Voucher Refund
Informations about Covid Voucher Refund.
In the "Self - Service" section you can solve your problem quickly and easily.
Do you need to change your ticket?
Check the status of your claim
Contact us
You can reach Italo at the numbers listed below.
Italo Assistenza for general information
892020 * (calls will be charged)
*Calls from a landline cost a standard fee of 30.5 cents and then 54.9 cents per minute. Calls from mobile phones are subject to network charges. Fees will be charged once the message regarding call costs has been played. If calling from abroad, please call Italo Assistance on +39 06 8937 1892**.
Pronto Italo for ticket purchase
060708 ** (no sale service fees applied)
**your operator fixed-line call cost applies.
Assistance for People with Reduced Mobility (PRM)
060708 **
**your operator fixed-line call cost applies.
Italo in Viaggio
For real time informations on train circulation, railway traffic and possible timetable changes consult Italo In Viaggio.
