Trenitalia and Italo reimbursement, here’s how those who weren’t able to leave can get it – Corriere.it

The derailment of a wagon of a freight train between Sesto Fiorentino and Firenze Castello led to the interruption of traffic between Florence and Bologna. The high-speed services on the Milan-Rome and Venice-Rome lines and on the Florence-Prato-Viareggio regional line are affected by the interruption. Total or partial cancellations of high-speed and regional trains are expected in the next few hours. Many passengers will therefore not be able to leave or arrive at their destination and will be entitled to a ticket refund. Let’s see what they have to do to get it.

Trenitalia: in which cases it can be obtained

Trenitalia explains on its website that if the ticket has not been used at all, it is possible to obtain a full refund of the ticket if it has not been able to be used when the departure of the train is delayed by at least 60 minutes, when it is not possible to start the journey by order of the public authority or when on the basis of Trenitalia’s experience, it is objectively foreseeable that the delay in arrival at the final destination envisaged in the transport contract is more than 60 minutes compared to the scheduled time. In the case of multiple tickets issued for the travel solution you purchased to arrive at your destination and covered by the same transport contract, the refund is made for all unused tickets following the impediment, explains the company. In the event that the impediment concerns the outward journey, the full refund is also recognized for the return journey purchased at the same time as the outward journey. In the event that the ticket has been partially used, it is possible to obtain a refund when, as in the case of derailment, the continuation of the journey is prevented by the interruption of the line or by the cancellation of the train or trains with which you were to continue your journey or by the connection caused by the delay of a national service train.

How to request a Trenitalia refund

Reimbursement of a Trenitalia ticket can be requested from the moment in which the impediment to travel occurs up to one year from the date of the same. The request can be made at the ticket office or, for ticketless tickets, by filling in the specific webform available on the Trenitalia website. For ticketless tickets purchased on the site, through the App or the Call Center, it is possible to request a refund by calling the Call Center. The refund request can also be sent by post to Trenitalia spa, Complaints and Refunds Office, Piazza della Croce Rossa 1, 00161 Rome.

In which cases the refund is obtained with Italo

For Italo trains, in the event of cancellation at departure or for delays of more than 60 minutes, reimbursement can be requested for: the part of the journey not yet made or the entire journey. Furthermore, in this case, you can ask to return to the starting point as soon as possible with the first available Italo. If the ticket is a return ticket and the delay or cancellation affects the outbound train, you can request a full refund of both journeys or decide to keep the return one. If the delay of more than 60 minutes or the cancellation affects the return journey, a full refund can be requested for the return journey only.

How to request a refund from Italo

In case of cancellation of the train or delay of more than 60 minutes, Italo automatically recognizes the refund within 30 days. To speed up the re-credit operations, the refund is disbursed via voucher, Italo credit or, for members of the Italo Pi program, on an Italo wallet. To check that the disbursement has taken place, go to the “Do It Yourself” section on the “Assistance” page of the Italian site and click on “Monetize Compensation” if you have a Voucher or on “Verify your Italo Credit”. To verify that the credit has been credited back to Borsellino Italo, instead, access the site with your account and go from your Personal Area to explain the company on the site. The full refund for cancellation of the trip, on the other hand, must be requested before departure. The company explains that there is also the possibility of postponing the trip by changing the ticket for free.