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 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 (calls will be charged).
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 need to print my ticket in order to travel?
No, there is no need, however in some stations you may need to present your ticket in order to board the train.
You can use your ticket in the following ways: digital or printed form, by showing the journey details page of the mobile site or App, the confirmation SMS, receipt from the ticket office or booking summary from your travel agent.
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.
If I don't receive an email with a receipt for my ticket purchase, what should I do?
If you are a registered user you can find a summary of all your bookings in the \"My Personal Area\" of our website. In all other cases you can access your booking details by inserting your email address and ticket code in the \"Change Booking\" section which you'll find in the Support area.
Can I board a train without a ticket and purchase one once on board?
You must hold a valid ticket in your name before boarding any Italo train. A valid ticket means that the following conditions are all in place: route, time and date, train number, number of passengers, journey class, seat number and any additional services chosen.
If you wish to travel on a certain train you can purchase a ticket from Italo staff up to 3 minutes before its departure. In stations where you do not need a ticket to access the platform, you can even book your ticket on the platform directly with an Italo staff member who will assign you a seat. Once on board you will then need to approach the conductor and pay for your ticket.
How can I find my Ticket Code if I lose it?
If you misplace your ticket code, don’t worry, as you can retrieve it in the following ways:
Contact Italo Assistance on +39 89 20 20.
If you are registered on our website, you just need to go to the \"My Journeys\" section and you’ll find it there.
If you are already on a train and realise you have lost your code, seek out the conductor who will be able to retrieve it for you once you have produced a valid ID document.
What payment methods can I use to purchase a ticket?
On our website, the Italo Treno App and via Pronto Italo (+39 06 07 08) you can pay by the following methods:
- Credit card or prepaid card
- Paypal (this is not available if you use Pronto Italo)
- Borsellino Italo, Italo Credit or a compensation voucher
- Masterpass
- Postepay
- Amazon Pay (this is not available if you use Pronto Italo or App)
If you purchase from one of our self-service ticket machines, Italo ticket offices or onboard:
- Cash
- Bancomat
- Credit card or prepaid card
Borsellino Italo, Italo Credit or a compensation voucher
Tickets purchased from a travel agency will be subject to their accepted payment methods.
Can I travel on a different train from the one I booked?
No, you can only travel if you hold a ticket which is valid for that particular train and journey.
Where can I buy tickets?
You can purchase tickets in the following ways:
- from our website www.italotreno.it and its mobile variants, including the Italo App for iOS and Android
- through Pronto Italo which is open seven days a week from 7.00 am tilll 11 pm on +39 06 07 08 (No sales fee)
- from Italo ticket offices
- by using the self-service ticket machines in all stations where Italo is present
- onboard from Italo personnel (please note that this option is only available if you first reserve your seat from a staff member on the platform before boarding)
- from authorised ticket agents.
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 codes made up of 17 alpha-numerical characters which are issued by Italo as promotional campaigns. They can only be used to purchase tickets. When you reach the payment page during the booking process, simply select “Do you have a Promo Voucher?”. You can use them in all our direct sales channels to purchase:
- a ticket costing more than the value of the voucher (in this case, you will need to pay the difference)
- a ticket costing less than the value of the voucher. Please note that in this case, you will not be able to use the difference or receive a cash refund, as each voucher can only be used once.
The promotional vouchers can be used on Italo’s digital channels (website and App) and cannot be used at Self Service Ticket Machines in 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?
As a Day Return fare is a special tariff, any changes made to it will incur an additional cost, based on fare availability and the route.
The change of date for both trips to travel on the same day 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?
As a Day Return fare is a special tariff, any changes made to it will incur an additional cost, based on fare availability and the route.
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.
Do you offer assistance boarding and leaving the train for pregant women and people with disabilities?
Boarding and disembarking from trains is handled by RFI (Italian Railways Network) in all stations served by Italo.
For further information about these services please visit the “Sales channel\" page.
I am a wheelchair user. Is there anything I need to know about travelling onboard Italo?
We are committed to ensuring that customers with disabilities or reduced mobility travel in comfort.
For further information regarding the services available on Italo please see the \"Passengers with disabilities and / or reduced mobility\" section of the Italo S.p.A. Transportation Contract.
To find out more about purchasing tickets and our station assistance service, please see Ticket purchase and Assistance for Passengers with Reduced Mobility in our Sales Channels page.
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 Commercial Offer 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 Commercial Offer, 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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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 it free to bring luggage on board? How many pieces of luggage can I bring on board?
Your ticket price automatically includes luggage.
You are responsible for placing your luggage in the areas provided (baggage storage compartments at either end of each carriage, overload racks and between seats). You may not bring luggage measuring greater than 75 x 53 x 30 cm in Smart ambience coaches. Please ensure you do not incur any fines by Click here to read the rules relating to luggage transport.
Is it free to bring luggage on board? How many pieces of luggage can I bring on board?
Your ticket price automatically includes luggage.
You are responsible for placing your luggage in the areas provided (baggage storage compartments at either end of each carriage, overload racks and between seats). You may not bring luggage measuring greater than 75 x 53 x 30 cm in Smart ambience coaches. Please ensure you do not incur any fines by Click here to read the rules relating to luggage transport.
Can I travel with a bike, pram or pushchair?
Prams, pushchairs and folding bicycles are classified as standard luggage. They should be folded away and placed in the relevant spaces on board.
Oversize luggage, standard bicycles and bulky items are unable to be transported.
For the safety of all passengers and to protect your bicycle, we strongly recommend that it is enclosed in a protective bag or cover.
Does Italo offer an insurance policy which covers onboard theft?
No, luggage is transported solely at the responsibility of the passenger.
Are luggage areas monitored?
Yes, the luggage areas at the ends of each carriage, complying with the Italian Data Protection Authority (Provvedimenti del Garante della Protezione dei Dati Personali), are monitored by video cameras. Please note, however, that Italo is not responsible for any damages to baggage or theft.
Do children and teenagers travel free?
All infants under 36 months travel for free on Italo trains as long as they are carried on the lap of an accompanying adult.
You can choose the Italy Family Offer which means children under 14 years old can travel for free if accompanied by an adult on the Flex tariff. Click here to read more about this offer.
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?
Dear Customer, you can make a claim:
- by phone to +39.892020 (Italo Support);
- by web site Italotreno.it;
- by mail to \"Italo - Nuovo Trasporto Viaggiatori S.p.A – Via Casilina 1 – 00182 Roma\" indicating on the envelope: \"For the attention of the Complaints Management office''.
Italo S.p.A. will provide a reply within 30 days of receiving the complaint.
After 30 days from sending the complaint, you may file a claim to the Transport Regulation Authority for what concerns the infringements of Regulation (EC) No 1371/2007 by email to pec@pec.autorita-trasporti.itor by mail to “Autorità di Regolazione dei Trasporti” - Via Nizza 230, 10126 Torino or by web site 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'm connected to the onboard WI-FI but it's not working.
To surf on the Italo network you will first need to connect to the Italo Live portal. The network is configured so that it automatically assigns an IP address to every device connected to it.
I'm connected to Italo Live but can't access some services. What should I do?
To guarantee a fair distribution of bandwidth to all passengers, some internet services such as file sharing, video streaming and VOIP may be limited or blocked (eg 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.
Do Italo trains have restaurant and / or bar facilities?
You'll find snack machines where you can purchase espresso, cold drinks and a range of snacks.
How do I claim a refund / compensation for late or cancelled trains?
Travelers are automatically given compensation within 30 days for trains arriving 60 minutes late to their destination.
To speed up the reimbursement process, compensation is provided in the form of Vouchers or Italo Credito, or, for Italo Più program members, it is credited into their Borsellino Italo.
To check that the compensation has been received, visit the “Do it Yourself” section found on the “Support” page of the Italo website and click on “Convert compensation into money” if you have a Voucher, or on “Check your Italo Credito”.
To check that the amount has been credited into your Borsellino Italo, log in to your account on the website and go to your Personal Area. A full refund for cancellation of the trip 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 happens if my train is delayed during the course of my journey and I reach my destination late?
If you experience a delay of between 60 and 119 minutes Italo will automatically compensate you 25% of your ticket price.
If the delay is greater than 120 minutes that compensation will amount to 50% of your fare.
You will receive notification of any compensation after seven days and no later than 30 days after the journey in question. You will receive a voucher or, if you are a member of Italo Più, you will be credited via your Borsellino Italo.
You will receive an email from Italo confirming the compensation and you can also check the status via the “Support” page of italotreno.it.
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.
FREQUENTLY ASKED QUESTIONS
TICKETS PAYMENT ISSUES
ITALO PIÙ POINTS AND REWARD TICKETS
REFUNDS FOR TRAIN DELAYS & CANCELLATIONS
Italo in Viaggio
For real time informations on train circulation, railway traffic and possible timetable changes consult Italo In Viaggio.
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.
