Claim form

Italo’s transportation contract does not include derogation clauses laid down by the European Regulation (EC) no.1371/2007

All train passengers are entitled to the following basic rights.

Passengers must be informed in a clear and accessible manner:
• before travelling, particularly as regards conditions pertaining to the contract, timetable and costs;
• during the trip, particularly as regards delays or disruptions/cancellations of service;
• on procedures related to presenting claims.
Delays and cancellations:
In the event of a delay causing arrival at final destination over 60 minutes later than scheduled, the passenger can opt for:
• full reimbursement of the ticket cost for the part of the journey not completed; or
• continuation of the journey, or an alternative journey route in similar transport conditions, to the final destination as soon as possible or on a later date of the passenger’s choice.
In the event of late arrival, the passengers may request:
• reimbursement of 25% of the ticket cost in the case of late arrival between 60 and 119 minutes;
• reimbursement of 50% of the ticket cost in the case of late arrival amounting to 120 minutes or more.
When it may reasonably be predicted that arrival at the final destination will take place 60 minutes or later than the time stated on the ticket, passengers are entitled to:
• receive information on the situation and predicted times of departure/arrival;
• food and beverages according to the length of delay;
• hotel (or other structure) accommodation should the delay result in an overnight stay or longer;
• if the train is stuck on the track - shuttle transfer to the train station, alternative departure point, or final destination of the train service.
ITALO guarantees non-discriminatory travel services. Specifically, passengers with disabilities or reduced mobility may use the Special Assistance call centre - Pronto Italo 060708 - for information, reservation of special assistance services, and ticket sales (no added costs), modification and reimbursement. Information is provided in a clear and accessible manner.
Security, claims and service quality:
• The personal security of passengers is guaranteed on Italo trains and stations in collaboration with the public authorities;
• An efficient claims service is available for use;
• Italo respects the required quality standards laid down for train companies.

For information and assistance, the customer may consult: Italo Assistenza 892020 (toll number), Italo ticket office staff in the station, onboard Italo personnel, and the Italo Train website, mobile site and mobile app.

The customer may purchase ITALO tickets from: Pronto Italo 060708, Travel Agencies, station staff/ticket office, Self-service Ticket Machines in the station, and onboard Italo personnel, as well as on the Italo Train website, mobile site and mobile app.

Italo conforms to art. 26 of European Regulation (EC) no. 1371/2007 as regards personal security of passengers. Specifically, the personal security of passengers is guaranteed on Italo trains in collaboration with the public authorities.

The customer may purchase ITALO tickets from: Pronto Italo 060708, Travel Agencies, station staff/ticket office, Self-service Ticket Machines in the station, and onboard Italo personnel, as well as on the Italo Train website, mobile site and mobile app.

Italo conforms to art.13 of European Regulation (EC) no. 1371/2007 as regards advance payments in the event of death or injury of the passenger.

Italo maintains services that conform to standards, and each year publishes (together with the annual report) a report on performance in terms of service quality. The reports on service quality are published on the Italian Railway Safety website. The reports are also available on the European Railway Agency website.

The transporting of bicycles on Italo is restricted exclusively to fully closed folding bikes, conforming to luggage transport regulations. Traditional bikes are not allowed on board.