Italo Treno
Reviews and Complaints

There are certain things one expects from a reputable train service - punctuality and basic comfort being paramount among them.

It is with a heavy heart that I pen down my recent experience with Italo Train Company. Eagerly awaiting my 8:40 am train, I was met with the shocking news that it had been cancelled, leaving me stranded and scrambling to adjust my plans. To add insult to injury, when I finally boarded a subsequent train, the air conditioner was out of order, turning the carriage into a stifling hotbox. Two hours of delay coupled with unbearable heat? It was nothing short of a travel nightmare.

I implore potential passengers to think twice before opting for Italo. Their lack of commitment to schedules and basic amenities has truly left me disheartened.

Details: train from florence to venice 8:40 am 13.10.2023

I had a ticket for Calabria at 12:45 from Salerno. The train arrived at 12:45 at the station and left 2 minutes after the arrival.

I had my seat at wagon 6 so I had to run with my girlfriend from one side of the station to another (we were infront of wagon 1).

I saw an Italo stuff with the whistle and told her I had wagon 6 and she yelled in italian to me and didn't care and started comanding with her whistle to shut the doors immediately (totaly unnecesary and mean).

The door shut on my face, the train was parked for 2 minutes with the doors shut and didn't open them even with Italo Stuff watching this happen.

The train left without me and when I complained at the ticket office I was told that the problem was not theirs besides the fact that the train was delayed and had to hurry their departure.

They made me pay 20 euros to change my ticket for 14:52 (two hours later and in a slower train than original, making total delay for destination of 3 hours) and every person from the stuff was extremely careless and indiferent for this event.

What makes it worse is that stuff were watching while the train was with the doors shut and didn't do anything to open them and let us in.

So incomprehensive and total thoughfullness from Italo.

Shame on you

There is no email available on your website to enable contact regarding issues. I had my train cancelled and the refund form did not work for my request.I could not contact the telephone support line as I cannot speak Italian to explain the issue. I have struggled for 10 days now to get anywhere and find any way of contacting support services to help me obtain a refund.

Please can you help me with a refund for a cancelled train that I had booked and paid for?  I tried to complete the refund compensation form on your website however it has not accepted my details which are below.

 

Booking name: Natalie Atkinson

Booking email: [protected]@gmail.com

Reservation: Tuesday 11th July, 11.40 Roma Termini to 12.53 Napoli Central

Price paid £107.71 Euro 119.70

 

Copy of ticket from your bigliette desk: L8CPQV

Email number voucher code: 9315571

 

Please let me know what further information such as my bank account details you require.

Many thanks

 

Date if the journey: 9th May 2023

Train: Venicr St Lucia to Firenze S M Novella

Time: 8:05

Train: 8905

We bought first class tickets as we were promised unlimited snacks on the train. We paid €119.80 for 2 tickets. First, there was no tray in front of one of one of our seats which made it difficult to have any snacks. Second, they ran out of coffee so we couldn’t get any by the time the waiter approached us. We also only got one snack - a cookie. Not as promised in the brochure - a wide variety of snacks. The information provided in the brochure is misleading and does not represnt reality.

Regards,

[edited]

I have already send complaint but not hear anything. Here is the original complaint:

I am writing to you in regards to a negative experience I had with my relative whilst on a day trip to Florence on 17 December 2022.

We bought return tickets from Rome to Florence which we booked over a month in advance.

We were at Florence station with half an hour to go until our train was due to depart. We asked an Italo representative at the station who said that our train had been delayed by 20 mins. We remained at the station and checked the board and your Italo app consistently. The app kept updating and showing us the train now 25 mins late, then 22 mins late, etc... We wanted to get another update. Once again, another Italo representative confirmed the train had still not arrived at Florence Station.

Then finally, another Italo representative said that our train had left. We were diligent about checking and asking for updates and remaining by the platforms. We then went to the Italo desk to explain our situation and get on the next train as we had further travel connections in Rome. Your representative told us we had to purchase our tickets again if we wanted to go to Rome.

The next Italo train wasn't due for another hour which meant we would've missed our travel connection in Rome. So we were left with no option but to purchase tickets from Trenitalia to Rome for €100 which was leaving within the next 10 mins.

This became a costly day trip, we have been using your services for many years, and I don't believe that a company such as yours should treat customers in this way. We' would like to request a full refund on our return ticket with you, and get compensated for Trenitalia as this is not our fault in any way but the responsibility of your staff for giving us the wrong information. Unfortunately, your staff and poor communication on the app are to blame.

We purchase first class salotto 1 to ensure our luggage is near. On arrival in Florence an ipad and pair of designer shoes were missing from my case. The young gentleman in uniform seemed professional so I report not accuse. There was another man not in uniform but talking to staff in uniform at Milan and he appeared again when we alighted at Florence. Again not accuse just report what I see. I would appreciate your advice. Grazie

On the 2nd of August, my husband and three sons travelled from Pompeii to Roma Termini Via Napoli. The train from Napoli to Roma was delayed, resulting in them being late for an event during the evening. The train was leaving Napoli Centrale at 18.30 and was meant to arrive in Roma at 19.40 on the Trebntile 9668 to Milano Centrale) but was 45 mins late arriving in Rome. I received an email apologising the train was delayed and that we could be allowed 25% compensation if the train was delayed more than 30 mins.

I had booked tickets for my train travel in Italy last year, these trains were cancelled due to Covid-19 and I was issued vouchers against these bookings.
I have been trying to get these vouchers refunded but the only way I see is calling the Italo assistance phone lines. I have neither been able to get in touch with an English speaking agent on the helpline, nor I am able to afford such expensive international calls.
Please help me in processing refund for the vouchers issued against my tickets - D7NGWC and RBTIMG.

Thanks
Ramanjit Singh

My train from Florence to Napoli on 28 August 2020 was cancelled. The Italo staff at Florence station told me to cancel the ticket and I would receive e refund to my credit card within 3-5 days. I unserstand that they gave me the incorrect information.
When I called your call centre, I was told that I had to email [protected]@ntvspa. it with my bank account information and I will receive a refund within 1 month. I sent the email and received no more information.
I waited 1 month for my refund and still it didn't arrive. So I called your call centre to find out where is my refund!

Then they told me the refund wasn't even processed yet, and it will take ANOTHER MONTH!

Now I've been waiting 6 weeks since I first submitted a request for my refund. And nobody can confirm when I'm going to receive my refund! See the original email below...

From: [protected]
Sent: 28 August 2020 15:51
To: [protected]@ntvspa. it
Subject: Refund M828MC

Please refund €61.90 for booking reference M828MC Florence to Napoli which I cancelled because your train was late by almost 2 hours!
Please note that the man at the Italo ticket desk in Florence SMN station lied to me and told me that I would recieve an automatic refund into the card which I used to make the booking. That was a lie!

Please tell me WHEN WILL I RECEIVE MY REFUND PLEASE?

Thank you

I paid for 10 tickets for train Roma to Venice to depart 22 June 2020 ticket reference # A6FP3C and Return Venice to Rome depart 29 June 2020 Ticket reference # QHHEKE but due to Covid-19 all plans were cancelled. I've sent 4 different requests for our monies back and no monies or replies as to why it's taking so long to give us our money back. First claim # 2-[protected] and Second Claim # 2-[protected], 4th Claim # 2-[protected]. We've been waiting since 5 May 2020 for our monies. Please help before we file with US Department of Transportation and Italy Department of Transportation.

I am submitting a complaint against Francesca at your call center. She is one of the English speaking represenratives. I called on March 8, 2020 around 3:55pm. I was calling due to my train ticket (K6NVGF) needing a refund due to the coronavirus and trains not going to Milano. I explained the situation and wanted to see my options. I was previously told to call on March 8 to get a credit of 100% of my ticket since it is not possible to travel to Milano. She said my only was to get a 60% refund or lose my ticket. I asked to please explain why because I am not understanding. I mentioned that online your website says a full refund is possible for travel to the northern affected areas, which includes Milano. She said she doesn't know but can only give me 60% refund. I was polite and never rude. You can retrieve a recording of this conversation to verify this. My complaint is she then proceeded to hang up on me. What kind of customer service is that? To hang up when a customer asks politely to please explain because I am not understanding. I then proceeded to call again, and again. As you know, your call line is super busy and takes a long time to get through. I was connected to Francesa once again. She didn't apologize for hanging up. She said I could do the 60% refund. I said ok. Then she said to call Rail Europe for a refund even though this is an Italo Train ticket. I had several train tickets with you, and my previous credit was done by Italo. I am totally unhappy and in shock of your customer service. I am dissatisfied with your refund process. How can I not get a full refund for a ticket that I cannot use since trains were cancelled to Milano as well as a government notice issued to not to go to the affected area due to quarantined laws. I will not use this train company again and will notifying friends, family and others of this issue. Lack of good customer service. Not fulfilling refund promises outlined in website for virus affected areas (I also have screenshots of this). I will be posting on blogs as well as travel websites. I have never had a company treat me like this. Your website say I can get a refund, but being denied it and said to call another company even though it is an Italo Train ticket. My contact info is should you want more details: Reginald GarmonDuncan, [protected]@gmail.com
Thank you.

Hi

I am trying to contact someone in Italo treno regarding the above train which was over 6 hours last resulting in our party missing a flight home. I have been trying for over a week and have followed the advice from staff at the station regarding sending an email, have contacted the company via social media to ask questions about getting information about our delayed journey and have tried from my phone and 4 others to call the number provided without success. Frustratingly when messaging on social media it seems I only get automatic response about calling the number or submitting a form which I have already down and whenever I ask anything else or explain that I have tried to call the number it is ignored and I don't receive anything back.

I am appalled by the lack of customer support there is available to customer and feel I have no other way to raise the matter other than to complain.

I am looking for something to confirm that the train was late in writing. If there is a website that shows this that I can be directed to then that would be fine.

Below is the original email I sent to your company. I have not even had an acknowledgement to say it has been received

Sent from my iPhone

Begin forwarded message:

From: robert marshall
Date: 26 February 2020 at 14:34:54 GMT
To: "[protected]@ntvspa.it"
Subject: Fw: Train 9928 24/02/20



Sent from Windows Mail

From: robert marshall
Sent: ‎Wednesday‎, ‎26‎ ‎February‎ ‎2020 ‎14‎:‎31
To: [protected]@ntvspa.it

Hi

The ticket number for the journey is: YCIBQG (image attached)
My contact number is: (+44) [protected]

As part of our trip to Italy to watch the rugby match myself and 4 friends booked on the train for Monday 24th @ 12:05 from Rome to Milan (see attached) as our flights were from Bergamo airport but we were staying in Rome. I however received an email from your company on Friday 21st advising that this train had been cancelled. On my arrival in Rome Termini on Friday 21st I visited your ticket office and was subsequently booked onto train 9928 which was due to arrive in Milan Central Station at 15:20. This was ideal for our group as we were due to get a flight home to Edinburgh at 20:20 from Bergamo airport.

As you will be aware this train was massively delayed arriving in Milan Central station at around 21:30. As a result of this we missed our flight home and had to pay for additional accommodation and flights.

Whilst on the train communication to us was very limited and inaccurate at times. When the train stopped before arriving at Florence we were advised that it would be around 90 minutes late arriving in Milan which although not ideal still gave us enough time to catch our flight. We were also unclear as to the reason for the train being delayed, being informed by different staff members that it was due to a security breach on the track, due to Police working on the track due to the crash which occurred a few weeks ago and then advised it was due to trains diverting due to parts of the route being closed due to the outbreak of coronavirus.

As the train became further delayed it was apparent that we not make our scheduled flight so therefore began looking at alternative option either from Bologna or Florence, however none of these would have allowed us time to get to Bergamo for the flight, nor were there alternative flights we could book from those airports. I was disappointed that staff on the train could not assist us or offer any advice to us and we had to speak with other customers who were able to advice us. Eventually we spoke with a male staff member who advised us that the train would be stopping in Verona (not a scheduled stop) this was also confirmed by an Italian passenger sitting beside us who asked him in your native language on our behalf due to our limited Italian.

As a result of this were able to identify a flight in Verona for the next morning and subsequently reserved a hotel room near the airport in Verona we were advised the train would arrive in Verona around 20:00 depending on any further delays. Around 19:45 we were advised that the train was no longer stopping in Verona and would being going to Milan, luckily we had not completed our flight reservation at this stage.

After speaking with a female staff member (who was the most helpful on the whole journey) she advised us to speak with the customer service at Milan Station bout getting a refund and also helped us look at alternative travel arrangements to get back to Scotland.

On arriving at Milan station again I was extremely disappointed with the service and lack of information or support your staff could offer us. We were now 5 tourist who do not speak the language, in a city we did not know at 10pm when all the usual supports that would be available to tourists are closed, with limited finances given this was the end of our trip, who had no where to stay or a way to get home. All of which was due to the delay in our train. Staff in the station advised they could not refund our ticket to help support towards the cost of additional accommodation. Luckily were able to source a place near the station and book a flight from Milan for yesterday, via Dublin with a 7 hour stop over before returning Edinburgh at 21:00 last night (nearly 24 hours after our scheduled departure)

I am contacting you and sharing my very long story (sorry) as I am seeking a full refund of the cost of train ticket from Rome to Milan given the delay in arriving caused us to miss our flight.

As a result of this delay I also seeking the additional costs we incurred due to the delay. This was:

the cost of accommodation for 5 people in Milan which was a hostel Ostello Bello - 136 euro
the cost of transport to the airport Milan Linate from the hostel - 19 euro (we had originally booked return tickets from Bergamo to Milan)
the cost of flights and luggage from Milan to Dublin for 5 people - 489.85 euro
the cost of flights and luggage from Dublin to Edinburgh for 5 people- 293.97 euro

(I can provide the confirmation documents and receipts for these and the credit card statement that was used to pay for them if required)

We would not have had any of these cost if they train had not been so delayed or your company was able to offer us any support in making alternative arrangements when we sought this advice at the station. Having travelled in Italy by rail on a previous trip without issue I appreciate that the situation was must have been very challenging for your company. However as feedback I would suggest that should there be any future situations that results in similar delay that additional staff are available at end destinations.

Should you need to contact me I am available on the contact number provided above.

Regards

Robert Marshall

I have booked the train 9979 from Milan to Rome departing on 7 Feb. However, the train was cancelled due to the strike as per the email Italo sent me & changed my train to 9931 while it was NOT satisfactory timing for me as I had a flight to catch at FCO. Then I tried to call the hotline & waited for 1 hours and 47 minutes while one lady picked up & promised to find someone who knew English to answer my call. Of course, at the end, I kept waiting and NO ONE had picked up my call. After that, I went online to change a earlier train 9927 & I had to topped up €98, which I do NOT think it is fair as it is your side to cancel the train while not letting us to choose our alternatives to earlier or later.

There is no follow up on my complaint on their side or any email contacts. When I submit the claim form when there is no remarks column on their website, they just simply closed or cancelled the case without ASKING ME WHAT IS HAPPENING.

EXTREMELY BAD EXPERIENCE & I WILL NEVER TAKE ITALO AGAIN WHEN I GO TO ITALY.

I used ticket machine number 115 at Milan station on 28 January 08:48 am to buy three tickets to Venice. The machine hanged after I inserted cash. I couldn't get my cash back, and there is no tickets generated. I have to pay again to buy new tickets in the office. The ticket officer Alessandra was rude and she was very busy chatting with others, didn't care about customer's problem. She just let all the customers wait when she was chatting. Unbelievable service I have ever seen.

Due to a delay of the former train we missed our connecting train to Roma. Although we had allready payed for the tickets and lost our seat reservation, the unfraindly conductor forced us to buy new Tickets and charged us even a much higher price. This was very annoying and ruined our holiday. The low prices from italotreno are a trap to be fooled.

During my journey from SMN Flowrence to Santa Lucia Venice via Italo Train 8910 on 8th Dec ticket no. IYFNWJ, when I left my seat no. 9, 10 from coach 3, bymistake i forget to collect my leather tan color bagpack from there. once I realised that I left my bag inside train after 20 mins, I called immediately to Train Italo customer care number and explained about it they assured me that they will collect it since its last station and now cleaning will be start so I was relaxed after that.

Next day I visited station Italo cloud lounge on platform no. 14 and asked about my bag I got very poor response from representative lady and seems she was aware about my bag but didn't want to return the bag.

I am seeking for help since I informed immediately to number and believe that may be from cleaning service or Italo staff found it as it was last stop of that train and we were only passengers in coach, 1/2
I visited today #italotreno lounge and police counter at platform 14 at Santa Lucia station but it didn't help me, I am here for 1 more day, I highly appreciate if you intervene and help to locate my bag please 🙏,

Not only did I receive a duplicate charge for my ticket that was definitely not my fault that has yet to be resolved, it is absolutely freezing on this train. In addition, they have now just told us the train will also be delayed at least 20 minutes. The entire experience has been miserable.

Im on the train from Roma Tib to Milano Centrale 14:18 on 27 Novembre.

Ticket number QGV95R.
We decided to upgrade to Prima for extra comfort as we were on our homeward journey.
Despite there being very few passengers, our seats were at the back by the cabinets where drinks and supplies were stored.
The staff opened and slammed closed these cupboards for most of the trip as well as talking loudly right bdhind is most of the trip.

This is not a prima service at all and we would have had a more comfortable and relaxing journey if we had saved the money and just travelled economy.

We currently have no aircon in car 7.
I have requested that this be fixed 3 times.
I keep getting told that they will try give it 5 minutes.
We are 50 people in a car 1 and 1/2 hours into the 4 hour journey.
Instead they are busy serving people in first class.
The least they could do is offer us a cold drink for free if they can not fix it.
People will start getting sick in here soon. And as soon as one person vomits it's going to get ugly.
Not happy as we are 2 adult 2 children and 2 seniors. Very poor customer service.

Hi,

We purchased the train tickets from Italo to travelled from Roma Termini to Napoli Centrale.
The only reason we purchased tickets from Italo was the Free Wifi service on board while we travelling to Napoli. For the price of 92 euro i do expect that there is Wifi service at least in the cabin for us to do our urgent work in the cabin, however this is not the case . We couldnt connect to the wifi at all and dont even talk about complete any work on hand . We invested the money, time and trust with Italo, when we could have purchase another train service provider . This is unacceptable when Italo stated free Wifi on the sales page and what is included with the price .

We approached the service center in Napoli and your staff advice us to reach out through this complaint board.We are expecting a refund for the loss we got during that an hour journey without any connection .

We are looking forward for your reply . You can reach me at [protected]@hotmail.com.

Thank you.

Mavis Law