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

  • SUBCATEGORY
    Penalties
    REASON FOR COMPLAINT
    • Penalty for ticket cancelled without my knowledge
    • Penalty for ticket not recognised by onboard staff
    • Penalty for not being able to pay on board


    Use this category if:
    • the onboard system was not up to date and our staff was unable to trace your successfully purchased ticket;
    • you boarded the train, but your ticket was cancelled by the Italo security systems;
    • you were unable to pay an amount due on board because the electronic payment systems on board were not working and you did not have cash, use this category

    SUBCATEGORY
    Transport of bicycles (art. 5 - 1371/2007)
    Use this category if:
    Use this category to find out the transportation modes of bicycles allowed in our Transport Contract.
  • SUBCATEGORY
    Ticket Issue

    REASON FOR COMPLIANT
    • Amount charged without ticket issue

    Use this category if:
    During the purchase through Ticket Machines at the station, the amount was deducted from your credit card or the banknote was withheld, but the ticket was not generated.


    SUBCATEGORY
    Change given

    REASON FOR COMPLIANT
    • Change not given
    • Incorrect change given


    Use this category if:
    You purchased a ticket from an Automatic Ticket Machine at the station and did not receive change or received the wrong amount of change.
  • SUBCATEGORY
    Derogation and restrictive clause in the transport contract
    REASON FOR COMPLIANT
    Derogation and restrictive clause in the transport contract
    Use this category if:
    The ITALO Transport Contract, available by clicking here, fully complies with the provisions of Reg. (EC) No. 1371/2007 . If you believe that ITALO's Transport Contract contains derogation or restrictive clauses with respect to Regulation (EC) No. 1371/2007, please use this category, indicating in the notes section the exact provision in conflict with article 6 of the Regulation.

    SUBCATEGORY
    Complaint handling (art. 27-1371/2007)
    REASON FOR COMPLIANT
    Failure to respond within one month
    Use this category if:
    You have already submitted a complaint through the appropriate channels and have not received a response within 30 days.

    SUBCATEGORY
    Minimum amount of insurance (art. 12 - 1371/2007)
    Use this category if:
    Use this category for more details on the minimum amount of insurance provided for in Regulation (EC) 1371/2007.

    SUBCATEGORY
    Personal safety measures for passengers (art. 26 - 1371/2007)
    Use this category if:
    Use this category for more details on the measures to ensure passengers’ personal security provided for in Regulation (EU) 1371/2007

    SUBCATEGORY
    Ticket sales procedure (art. 9 1371/2007)
    Use this category if:
    Use this category for more details on Italo ticket sales procedures.

    SUBCATEGORY
    Advance payments in the event of death or injury (art. 13 1371/2007)
    Use this category if:
    Use this category for more details on advance payments as provided for in article 13 of Regulation (EU) 1371/2007.

    SUBCATEGORY
    Service quality standards (art. 28- 1371/2007)
    Use this category if:
    Use this category to find out how Italo monitors its Service Quality standards.

    SUBCATEGORY
    Complaints treatment information (art. 27- 1371/2007)
    Use this category if:
    Use this category to find out how complaints are handled.

    SUBCATEGORY
    Travel information and reservations (art. 10 - 1371/2007)
    Use this category if:
    Use this category to find out how to purchase and obtain information about Italo services

    SUBCATEGORY
    Passengers' rights (art. 29 - 1371/2007)
    Use this category if:
    Use this category to find out about rail passengers’ rights in compliance with Regulation (EC) 1371/2007.
  • SUBCATEGORY
    Failure to provide information (art. 8-1371/2007)
    REASON FOR COMPLIANT
    Information art. 8 reg. (CE)1371/2007
    Use this category if:
    You believe that ITALO (Contact Center, website, Station staff or Train crew) did not provide you with the information before your journey (Info on Transport Contract; Info on timetables and conditions for the fastest journey; Info on timetables and conditions for the cheapest journey; Info on PRM transport; Info on bicycle transportation; Info on cancellations or scheduled delays; Info about onboard services; Info on how to submit complaints) or information during your journey (Info about onboard services; Info on next stop, Info on delays, Info on connections, Info on passenger safety).
    If you believe that ITALO's Transport Contract contains derogation or restrictive clauses with respect to Regulation (EC) No. 1371/2007, please use this category, indicating in the notes section the exact provision in conflict with article 6 of the Regulation.

    SUBCATEGORY
    Travel information
    Use this category if:
    Use this category to find out how to receive information about Italo services.
  • SUBCATEGORY
    Bank transfer not received/incorrect from Borsellino Italo
    Bank transfer not received/incorrect from Credito Italo
    Bank transfer not received/incorrect from refund or compensation for delays

    REASON FOR COMPLIANT
    • Bank transfer not received
    • Cheque not received
    • Incorrect amount received


    Use this category if:
    you received, for any reason, an Electronic Credit (Borsellino Italo, Credito Italo or Compensation Voucher), which you have requested to be converted into cash using the form on the ItaloTreno website or through our Contact Center and after 30 days you have still not received it or you have received an incorrect amount.
  • SUBCATEGORY
    Reward ticket issue

    REASON FOR COMPLIANT
    • Points debited but no ticket issued

    Use this category if:
    You attempted to claim a reward ticket with Italo Più Programme points and had the points debited but did not receive a Ticket Code. Before filing a claim, we recommend that you check to see if you received the confirmation email.
  • SUBCATEGORY
    Amount charged without ticket code

    Use this category if:
    when buying a ticket through the ItaloTreno website, Italo APP or Automatic Ticket Machine you were debited the amount, but no ticket was issued, use this category. In any case, we recommend that you wait a few minutes to receive the confirmation email and text message and check your credit card transaction records.


    SUBCATEGORY
    Same ticket purchased twice

    Use this category if:
    you encounter problems when purchasing a ticket (e.g. Error message at time of payment), and you end up doing multiple transactions for the same ticket.



    SUBCATEGORY
    Ticket cancellation for problems with payment methods (not applicable with train cancellation)

    REASON FOR COMPLIANT
    • Ticket cancellation

    Use this category if:
    you have encountered problems as a result of your ticket being cancelled by the Italo Security systems.



    SUBCATEGORY
    Ticket refunded according to the rules of the offer purchased (with charges deducted)

    REASON FOR COMPLIANT
    • Ticket amount not re-credited in the time provided for by the transportation contract

    Use this category if:
    you have asked for a refund of your Italo ticket according to the rules of the Purchased Offer and you have not received the refund after 30 days. Before submitting the claim, we recommend that you check:
    • your bank statement in case of a refund paid to your Credit Card
    • your Personal Account in case of a refund on Borsellino Italo account (for registered customers)
    • the Support page, under "Check your Credito Italo", in case of a refund on your Credito Italo account

    Please note that this category should only be used in the event of a non-refund with deduction, i.e. according to the rules of the purchased Offer.
  • SUBCATEGORY
    Compensation for delay

    REASON FOR COMPLIANT
    • Compensation not received

    Use this category if:
    Italo, in accordance with article 17 of European Regulation (EC) no. 1371/2007, provides compensation to customers who reach their final destination with a delay of 60 minutes or more:
    • for a delay of 60 to 119 minutes Italo will automatically compensate you 25% of your ticket price.
    • for a delay of more than 120 minutes Italo will automatically compensate you 50% of your ticket price.
    • Customers registered in the Italo Più Programme: the compensation due is credited directly to their Borsellino Italo, which can be checked in their Personal Account area on the italotreno.it website
    • Unregistered customers: a voucher that may be converted to cash is generated, which can be checked on https://biglietti.italotreno.it/Customer_Account_CercaVoucher.aspx
    In both cases Italo will send an email notification to the contact entered at the time of purchase.
    Use this category if you believe you are entitled to compensation for a delay of more than 60 minutes, however we ask that you verify the above before doing so.


    SUBCATEGORY
    Omission of assistance for traveller (art. 18 regulation 1371/2007)

    REASON FOR COMPLIANT
    • Material assistance
    • Information assistance
    • Delay certificate


    Use this category if:
    you believe that the management standards laid down in article 18 of Regulation (EC) no. 1371/2007 (information assistance or material assistance) were not complied with during your journey with Italo or if you need a delay certificate.


    SUBCATEGORY
    Train delayed / missed connection with an Italo train

    REASON FOR COMPLIANT
    • Late or non-existent communication about the delay
    • Missed connection with Italo train
    • Alternative travel solution offered was not satisfactory


    Use this category if:
    you believe you were not provided with adequate information on your train being cancelled or running late or if you were not given a suitable travel alternative.


    SUBCATEGORY
    Cancelled train

    REASON FOR COMPLIANT
    • Alternative travel solution offered was not satisfactory
    • Late or non-existent communication about cancelled train


    Use this category if:
    you believe you were not provided with adequate information on your train being cancelled or running late or if you were not given a suitable travel alternative.


    SUBCATEGORY
    Problems with tickets refunded entirely for delay/train cancellation (art. 16.a 1371/2007)

    REASON FOR COMPLIANT
    • Entire amount for the selected route not re-credited in the time provided for by the transportation contract

    Use this category if:
    in accordance with letter a) of article 16 of Regulation (EC) no. 1371/2007, you have immediately requested reimbursement of the full cost of the Italo ticket due to the train running late or being cancelled and you have not yet received it within 30 days, use this category. Before submitting the claim, we recommend that you check:
    • your bank statement in case of a refund paid to your Credit Card;
    • your Personal Account in case of a refund on Borsellino Italo account (for registered customers);
    • the Support page, under "Check your Credito Italo", in case of a refund on your Credito Italo account.
    Please note that this category should only be used in the case of requesting reimbursement of the full cost as per Article 16(a) of Regulation (EC) No 1371/2007.


  • SUBCATEGORY
    Assistance for passengers with disabilities or reduced mobility (art. 19 - 25 - 1371/2007)

    REASON FOR COMPLIANT
    • No service available at station or service too slow

    Use this category in case:
    The Sala Blu operator fails to provide or is late in providing the Assistance service.


  • SUBCATEGORY
    Ticket issue or amendment

    REASON FOR COMPLIANT
    • Payment taken but amendment not made

    Use this category if:
    you attempted to change your ticket, the change did not go through, but the amount was still taken from your account.


After 30 days from the dispatch of the complaint to ITALO, you can submit a second request to the Authority of Regulation of the Transports with regard to the hypotheses of complaint referable to the European Regulation n. 1371/2007. The second instance may be sent by registered letter A/R to Via Nizza 230 - 10126 Torino or by certified e-mail to pec@pec.autorita-trasporti.it or by filling in the form on the website www.autorita-transport.it/site/. The second instance must also indicate the outcome of the complaint communicated by Italo.

Claim form

Claim form

Use the form to submit us a claim by providing all the requested data

CLAIM DETAILS

Fill in the following fields to send your claim:

Fill in the following fields to send your claim:

XXXX-XXXX-XXXX-
If you used a credit card to make your payment, please attach a scan of your card statement, removing any sensitive details and highlighting only the transaction in question.

Fill in the following fields to send your claim:

XXXX-XXXX-XXXX-

Fill in the following fields to send your claim:

The ID number of the ticket machine can be found on the top right of the machine.
Please provide proof of your purchase. We kindly ask that you remove any sensitive or personal information which is not relevant to your claim.

Fill in the following fields to send your claim:

Please include the reference number which you will find on the penalty form sent to you.
Attach a copy of your paper claim form and, if applicable, of the ticket purchased on board.

Fill in the following fields to send your claim:

Fill in the following fields to send your claim:

We are unable to accept a claim until at least 30 days have passed since the original request was made.

Fill in the following fields to send your claim:

Prompt reimbursement

Claims may take up to 30 days to process. We kindly ask you to contact us only after that period has elapsed.

Fill in the following fields to request refund:

Fill in the following fields to send a claims:

PERSONAL DATA

By clicking on PROCEED I acknowledge that I have read the privacy policy and accept its terms.

SUMMARY

CLAIM CONFIRM

Please call our team on 892020 (or, if you are calling from abroad +39 06 89371892) to resolve your problem.

Please call our team on 892020 (or, if you are calling from abroad +39 06 89371892) to resolve your problem.

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