Italy Train FAQ
Delays, Strikes, and Train Cancellations
How can I know if my train has been canceled or delayed?
On the booking details page, select the Live Tracker to see the on-time and delay status for each of the train stops.
Refunds and Ticket Changes
How can I request ticket refunds?
To appy for a refund, go to the booking details page, select the refund option, and follow the on-screen instructions.
The rules for my ticket say its refundable, but when I apply for a refund I'm told I can't get a refund. What can I do?
The following scenarios may result in this situation:
1. Some types of tickets have different refund policies at different time periods before departure. Please confirm whether refunds are allowed during the current time period.
2. Tickets that have been scanned/used cannot be refunded.
If none of the above scenarios apply, please contact customer support for assistance.
How long will it take for my refund to arrive in my account?
We'll usually let you know if your refund was successful within 5 minutes. If your refund is successful, we'll initiate sending the refund to your original account of payment immediately. The actual time it takes to receive your refund will depend on your account or payment provider.
How can I check if I can change my ticket?
On the booking details page, select the ticket name to view the corresponding change policy.
Will the price difference be refunded if I change my ticket?
If the original price you paid, after deducting the change fee (if any), is greater than the price of the new ticket, the difference will be refunded to you. You can also view the price details when submitting a change request.
Can passenger names be changed?
On the booking details page, select the ticket name to view the corresponding change options.
How can I check if I can get a refund for my tickets?
On the booking details page, select the ticket name to view the corresponding refund policy.
How can I check the progress of my refund?
You can check the progress of your refund by selecting the option to view your refund details on the booking details page. The refund result will usually be available within 5 minutes.
How can I change my ticket?
To request a ticket change, you can go to the booking details page and select the option to change your ticket.
The rules for my ticket say my ticket can be changed, but when I apply to make changes I'm told it can't be changed. What can I do?
The following scenarios may result in this situation:
1. Some types of tickets have different change policies at different time periods before departure. Please confirm whether changes are allowed during the current time period.
2. Tickets that have been scanned/used cannot be changed.
If none of the above scenarios apply, please contact customer support for assistance.
Can departure or arrival stations be changed?
On the booking details page, select the ticket name to view the corresponding change options.
Traveling with Children or Infants
Is age calculated acording to booking time or travel time?
The actual passenger age at the time of travel is counted as the passenger age.
Requesting Invoices
How can I get an invoice?
Users in Italy can request an invoice when placing a booking, and the invoice will be automatically sent to their email after the ticket is issued. In other regions, if issuing invoices is not supported, e-invoices can be issued. To issue an invoice or an e-receipt, you can go to "My Trips" in the Trip.com app or "My Bookings" on Trip.com, select the relevant booking, and select the e-receipt or invoice option.
Can I request an invoice for a refunded booking?
No, invoices can only be issued when making a booking.
Can I request an invoice for refund or change fees?
No, invoices can only be issued when making a booking.
Trenitalia Train FAQs
Delays, Strikes, and Cancellations
How do I apply for delay compensation?
Please apply for compensation within 12 months of your journey by filling out the online form on the official website. The official response will be provided within 30 days of receiving your application. Application address: https://cloud.mc.trenitalia.fr/complaint?lang=itWhat are the rules and standards for delay compensation?
1. If the delay is between 30 and 59 minutes, Trenitalia will offer you a voucher worth 25% of the ticket price. This voucher is valid for 12 months.
2. For delays of more than 60 minutes, Trenitalia will apply Regulation (EC) No 1371/2007 of October 23, 2007, which provides for:
- For delays of between 60 and 119 minutes: payment of 25% of the ticket price for the journey in question.
- For delays of 120 minutes or more: payment of 50% of the ticket price for the journey in question.
3. No compensation is payable if passengers are informed of a delay before purchasing their ticket.
4. For more details, please visit the official Trenitalia website: https://www.trenitalia.com/it/informazioni/indennizzo_per_ritardodeltreno.html
Luggage Allowance
How can I know my train ticket baggage allowance?
You can carry luggage or other easily transportable items (strollers, prams, folding high chairs, umbrellas, deck chairs, skis, musical instruments, etc.) free of charge, as long as they do not obstruct or harm other passengers, damage the vehicle, or interfere with the service activities of the staff, and are placed in the designated spaces. In accordance with the International Regulations concerning the Carriage of Dangerous Goods by Rail (RID) and current national laws and regulations, luggage must not contain odorous substances or dangerous or harmful substances, such as explosive, flammable substances or objects, controlled substances, or substances which may cause spontaneous or sudden inflammation, or which are toxic, infectious, radioactive, or corrosive.
For more details, please refer to the official Trenitalia website: https://www.trenitalia.com/it/informazioni/la_guida_del_viaggiatore/la_sicurezza_deltuoviaggio.html
Can I mail my luggage if I have a lot of luggage or my luggage is too large?
Trenitalia has a good partnership with Zyppy. You can check how to ship your luggage on the official Trenitalia website (https://www.trenitalia.com/it/servizi/bagagli/bagaglio-facile.html).
Traveling with Children or Infants
Do children get discounted tickets?
Children aged 0–4 can travel for free on all national trains in first and second class and all service levels (Executive/Business/Standard/Premium) and all regional trains, as long as they don't occupy a seat and are accompanied by an adult.
Children aged 4–12 get a 50% discount on the full fare on regional trains, subject to regional regulations.
Do infants need train tickets?
Infants aged 0–4 can travel for free as long as the accompanying adult has a ticket. No separate ticket is required for the infant.
Do infants get their own seats?
Infants aged 0–4 can travel for free, but are not provided with a separate seat.
Is there an accompaniment service?
Some Frecciarossa and Frecciargento trains offer accompaniment services for children aged 7–17. For more information, please refer to the official Trenitalia information: https://www.trenitalia.com/it/servizi/a-bordo/servizio-accompagnamento.htmlCan a minor travel without the required ID documents?
For children under 15, a declaration document provided by parents or guardians can be used as proof of identification.
Traveling with Pets or Bicycles
Can I travel with pets? How much does it cost? How do I buy tickets for my pets?
You can bring small pets such as small dogs and cats on board for free, and place them in a pet carrier no larger than 70 x 30 x 50 cm. Each passenger can only bring one pet carrier.
If you have a larger dog, you can bring it on board with a leash and muzzle, but you must purchase a special ticket, the price of which varies depending on the train. (Trip.com/TrainPal does not currently support pet ticket purchases. If needed, you can purchase them on the official Trenitalia website: https://www.trenitalia.com/it.html)
For more information, see the official Trenitalia website: https://www.trenitalia.com/it/informazioni/la_guida_del_viaggiatore/se_viaggi_con_iltuoanimale.html
What documents are required for traveling with pets?
A dog registration certificate and health record booklet (or passport for foreign citizens) are required.
Passenger Services
Can I buy a ticket after boarding?
You must always have a valid ticket to board the train. Otherwise, you will be considered to be traveling without a ticket.
How do I use the on-board Wi-Fi service?
Wi-Fi is available on Frecciarossa and Frecciargento trains. Connecting is very simple, you just need to type www.portalefrecce.it into your browser to access the Wi-Fi service on Frecciarossa trains. No authentication process is required. If you experience problems connecting to Wi-Fi, try clearing your browser cache and reconnecting to the network. If the problem persists, make sure to delete or forget previous Wi-Fi networks from your device settings and try connecting again.
Is there a dining car on the train?
All Frecce trains offer bar service, hot meals, and fast food. On Frecciarossa, you can enjoy lunch and dinner in the gourmet restaurant. Follow this Trenitalia link for more details: https://www.trenitalia.com/it/servizi/a-bordo/ristorazione-a-bordo.html
CARTFRECCIA Members
Are there any deals for CARTFRECCIA members?
CartaFRECCIA members can access special fares on National trains and earn points on any National train ticket purchase. Those points can then be used for cash discounts on future trips.
How can I earn CARTFRECCIA membership points?
Enter your membership card number before searching for trains, and you'll get the corresponding points after placing your booking.
Can I use points for cash discounts on tickets?
Currently, Trip.com and TrainPal don't support using CARTFRECCIA points instead of cash for ticket purchases.
After I submit a booking can I link my membership to earn points?
Currently, Trip.com and TrainPal don't support linking memberships to bookings which have already been made to earn points.
X-GO Members
Are there any special deals for X-GO members?
X-GO is a program designed for passengers traveling on Regionale and Intercity trains, allowing you to accumulate points and choose to use them as cash discounts on future trips. With just 10 points, you can get a €3 discount on Regional and Intercity trains.
How can I earn X-GO membership points?
Enter your membership card number before searching for trains, and you'll get the corresponding points after placing your booking.
Can I use points for cash discounts on tickets?
Currently, Trip.com and TrainPal don't support using X-GO membership points instead of cash for ticket purchases.
After I submit a booking can I link my membership to earn points?
Currently, Trip.com and TrainPal don't support linking memberships to bookings which have already been made to earn points.
Travel Assistance Requirements
Can I request travel assistance?
This assistance service is provided by RFI (Italian Railway Network) for "people with disabilities" or "people with reduced mobility" (PRM), including:
- People traveling in wheelchairs;
- People with physical problems or difficulty walking;
- Elderly people;
- Pregnant women;
- Blind or visually impaired people;
- People with cognitive disabilities.
If the passenger is unable to take care of themselves and requires assistance, a personal assistant at the station or a companion during the journey may be required.
For more information, please visit the official website: https://www.trenitalia.com/it/informazioni/assistenza_alle_personecondisabilitaomobilitaridotta.html
How can I request travel assistance?
You can request travel assistance in the following ways:
- Use the SalaBlu online service or the official Sala Blu+ app (Android and iOS).
- Go directly to one of the 16 RFI Blue Rooms, open daily from 06:45 to 21:30, including holidays.
- Request by phone:
- In Italy, call the toll-free number 800 90 60 60 from a landline.
- Call the domestic Italian number +39 02 32 32 32 at standard rates from a landline or mobile phone (you can also call this number from outside Italy).
For more information, visit the official Trenitalia website: https://www.trenitalia.com/it/informazioni/assistenza_alle_personecondisabilitaomobilitaridotta.html
Italo Train FAQs
Baggage Allowance
Is luggage free? How much luggage can I bring onboard?
Luggage transport is included in the ticket price. You must place your luggage in the provided storage areas (luggage racks in the vestibule and carriage, coat racks in the carriage, and under and between seats, and bus cargo holds). Luggage larger than 75 x 53 x 30 cm is not permitted in Smart class.
For more details, please visit the Italo website: https://www.italotreno.com/en/the-train
How can I find lost luggage or items?
If you forgot your luggage or lost personal items on an Italo train, you can search for them on the FindMyLost platform. Please follow this link (https://rekeep.findmylost.it/it) and select the "I've Lost My Luggage" option. After you register, you can search in multiple languages, and if your items or luggage have not been found, an alert will be activated.Can I bring a stroller on board the train?
Yes, strollers and folding bicycles are considered luggage and must be properly stored in the designated luggage storage areas on the train. Oversized items and standard bicycles are not allowed.
Does Italo provide theft insurance for on-board luggage?
Italo does not provide insurance for stolen luggage.
Are there security measures in the luggage storage area?
Yes, the luggage areas in the vestibules betwen each Italo train car are security camera monitored. Italo is not liable for any theft or damage to luggage during the journey.
Traveling with Children or Infants
Can children and minors travel on trains for free?
On Italo trains, children aged 0–36 months (infants) can travel for free if they sit on the lap of an accompanying adult. Children under 14 years old can also travel for free in Smart class when accompanied by an adult with a Flex fare ticket purchased with the Italo Family offer. For more details, please visit the official Italo website: https://www.italotreno.com/en/train-offers/italo-familyCan minors travel unnacommpanied on trains? Is there an accompaniment service?
There is no accompaniment service. Minors aged 14 or over can travel unaccompanied, otherwise they must be accompanied by an adult passenger.
Bringing Pets or Bicycles on Trains
Can I travel with a bike?
Folding bicycles are permitted on trains as long as they are stored in the designated luggage storage area. For the safety of other passengers and to protect your bicycle, we recommend transporting it in a dedicated carry bag. Standard bicycles are not permitted on trains.