Ticket Changes, Cancellations & Refunds
Depending on the fare rule purchased your e-ticket might be non-refundable and non-changeable or may be only changeable or 75%-80% refundable. Please look at the order confirmation email sent at the time of purchase to validate the rules of your fare.
If you're not sure whether your tickets are refundable or changeable, email us info@italiarail.com and be sure to include your order number. You can also contact our Customer Service How do I contact Customer Service?
If you arrive at the train station only to find your train has been canceled (because of a strike or otherwise), be prepared with lots of patience. Trenitalia staff should do their best to get you booked on the next available train. If there are no other trains available, you can request a cancellation and strike refund directly at the train station.*
ItaliaRail as agent of the rail company in Italy has no responsibility on delays or cancelations operated by the rail company. You can, if you prefer, wait until you return from your trip to claim your refund to the rail operator.**
Please feel free to contact us directly by email (info@italiarail.com) or phone (1-877-375-7245) if you have any questions.
* Information on whether or not your fare is eligible for cancellation and strike refund prior to the strike date can be found under the fare rules stated for your ticket. It can take many weeks for Trenitalia to respond to a refund request, and they will contact you directly. They do not include ItaliaRail in this process.
** If you wait to process the refund when you return home, it could take upwards of six months to receive your refund. Trenitalia will contact you directly. ItaliaRail has no say, and plays no part, in the decision Trenitalia makes about your refund. The link to the refund request form is: http://reclami-e-suggerimenti.trenitalia.com/Reclami/en/Anagrafica.aspx
Your Ticket Reservation (PNR) is only valid for the Departure and Arrival stations on the ticket and the train number stated in the e-ticket.
No station changes or substitutions are allowed.
The ItaliaPass has a no questions asked guarantee and 100% refund policy - we encourage you to activate it and use it, and if you don't feel you will be able to get value out of your ItaliaPass Membership we are happy to issue you a full refund. Just please send us an email at any time to info@italiarail.com with the request and we will issue the refund for you.
Alternatively you can use and save hundreds and if you do not find it was worth it, we will refund it to you as well. You should visit our ItaliaPass VIP Lounge located at Rome Termini Station, by platform 25 and rest, refresh and relax.
Start by going to www.italiapass.com/showlogin ... once there you can browse our amazing Italian guides for your trip planning and book with exclusive discounts in all our travel products such as excursions, things to do in Italy, hotels, transfers, car rental offers, train links as well as some restaurant and shop discounts. You can find links to other benefits like the Newsletter.
Changing Reservations
An exchange of date and time is allowed on some fare rules. You only can change your ticket, if the rules of the fare you purchased allow you to change the ticket. Usually the cheaper the ticket the more restrictive it is. Therefore super-economy fares do not allow tickets to be changed or rebooked. Economy tickets allow one change and must be upgraded to a normal or base fare by paying the difference of the higher fare. Normal or base fares allow tickets to be changed. No station changes or substitutions are allowed. No seat changes are allowed.
We can not reduce the number of passengers from a Refundable ticket. This would be considered a cancellation, less the ticket penalty fee, and we would rebook at the current days fare, if a cancellable fare was purchased.
Changes to your Ticket Reservation (PNR) can sometimes result in a fare increase—you will be charged the difference, in addition to any applicable Change Fees.
Please email us at info@italiarail.com or call us toll-free at (877) 375-7245 to speak with a member of our customer service team Please include your Order Number in your email. Our direct local number in Italy is (+39) 06 9763 2451.
In the case of Rail Passes: Passes must be sent back in a trackable manner if refundable. Promotional passes are not refundable as stated at time of purchase.
No Ticket Reservation (PNR) changes are allowed within 24 hours prior to your train’s scheduled Departure time.
Your Ticket Reservation (PNR) is only valid for the Departure and Arrival stations on the ticket. No station changes or substitutions are allowed.
For Rail Passes, all change requests where noted above must be sent in a trackable manner to:
ItaliaRail
681 Washington St
Suite 17
Norwood, MA 02062
USA
Note: Shipping and handling fees are non-refundable.
You only can cancel your ticket, if the rules of the fare you purchased allow you to cancel the ticket. Usually the cheaper the ticket the more restrictive it is. Therefore super-economy fares do not allow tickets to be cancelled. Economy tickets allow one change, but it cannot be cancelled, and normal or base fares allow tickets to be cancelled with a 20% penalty.
To cancel a ticket, contact info@italiarail.com. Please include your Order Number in your email. You can also call us toll-free at (877) 375-7245 to speak with a member of our customer service team. Our direct local number in Italy is (+39) 06 9763 2451.
The cancellation policy breakdown is as follows:
- Trenitalia charges a 20% penalty
- Thello charges a 10% penalty on Normal/Adult fare
- The Smart fare is non-refundable
- The Go fare carries a 50% penalty and must be made at least three (3) days prior to scheduled travel date
Cancellation requests are subject to a 20% penalty when received 24 hours prior to the train’s departure if the Fare allows it.
Train tickets cancelled within 24 hours of a scheduled departure are non-refundable, or determined by the fare-specific rules.