TrenItalia
Reviews and Complaints

We booked a return ticket between Ventimiglia and Sanremo, which is a 15 minute ride. Our 10:58 ticket was 8,50€ per person and on an Intercity train. The ticket office gave us 3,00€ tickets for the return and told us we could take any train coming back.

When the conductors came through, we presented our tickets and he said we had the wrong tickets, that our Regionalie tickets would not work that we needed the Intercity tickets. OK, we prepare to pay and the tickets are 8,50 + a 50 euro fine! We were being honest, presenting the exact tickets his colleague sold us. Obviously we would have bought the 8,50€ ticket if that's what the office sold us but they told us "any train" so we jumped on the next train.

The conductors were extremely unpleasant and aggressive, constantly threatening to have us arrested and insulting us. The experience soured my desire to use Trenitalia again and I will stick to only crossing the border from where I live to Ventimiglia so I can avoid this criminal organisation. Truly awful people from ticketing to conductors. Their systems are also backwards and out of date. An absolute disgrace.

I had two train tickets leaving from Roma Tiburtina To Firenze S. M. Novella on 05/06/2023 at 13:45. However, due to an electrical failure, after hours of waiting, the company itself warned by email that the service would be canceled and that the train would not stop in Roma Tiburtina. The due refund was requested in August 2023 and I received a response that the tickets would be refunded, however, so far I have not received the refund and contacting the company is difficult, all the emails return and I have no news on how this process is going. . I am using this channel with the hope that my manifestation reaches the company and that I get answers. Thanks.

I was trying to buy a ticket from Bologna Central to SMN Florence on 11/26/23 from 21:02 to 21:39. I paid with Apple Pay, was taken to a loading screen, only for a prompt to show up that the transaction hadn’t worked. Then I get an alert from Apple Pay that my card had been charged 33 euros. I never received the ticket. I bought another one quickly because it’s an emergency and I need to get on that train. I want a refund for the second ticket I never received.

Una gentile richiesta di mandarmi PROVE 1. di un treno cancellato ad Milano ed 2. un treno in ritardo da Milano ad Basileia il 18 Ottobre

1. In relazione di una richiesta ad Eurail a causa della cancellazione di un treno da Milano ad Amsterdam, via Basileia, vi chiederei molto gentilmente di inviarmi via email PROVA di ciö. Si tratta del treno nr 158, che avrebbe dovuto partire da Milano il 18 ottobre alle 10:10 ore (vedi appendice)

2. Anche il treno di Trenitalia che partiva il 18 ottobre un'ora dopo (alle 11.20 ore?) fin'all Francoforto al Main per avere la un collegamento per Amsterdam, arrivava tcon un roitardo sostanziale e per questo si fermava ad Basileia. Puo mandarmi anche di questo ritardamento una prova?

Cordiali saluti

I am an Australian Senior Citizen and recently used a First Class Eurail Ticket in Italy.

I tried to use it on October 24 2023 to travel Central Rome to the Airport but the Train Inspector did not acknowledge my ticket and charged me EUR64.00.

My Eurail Ticket allows me to use this service but the Train Inspector would not listen to me and I do not speak Italian.

Hello, I bought a wrong tickets because of the different time zone (Lithuania), I was trying to buy for 25 of september, but the time I paid for the tickets was 00:00 and it swapped my tickets to another day (september 26) and those tickets wasn't used, I'm trying to contact trenitalia for all these days, but no one response me, even call center, the tickets cost me about 100euros...

I purchased 8 online tickets from you and none of them worked for the Leonardo express to Rome Italy. Never got actual tickets, just useless papers that were not valid. Was fined $265 and had to purchase return tickets again! Unable to register your site as well.

CARRIER CIV 1183 - VAT: [protected]

Single Ticket - Issuer 1183

Issue Date 06/08/2023

Channel: Trainline_INT (53324-1)

Receipt n. [protected] of 06/08/2023

Ticket numbers for traveling from Airport to Rome:

[protected], [protected], [protected], [protected]

Ticket numbers Rome to Airport:

[protected], [protected], [protected], [protected]

The Customer service representatives at the station changed boarding times on my phone, and told us to enter the train using my phone. Phone did not work on the train.

P.S. This is one of several attempts to reach you with no response.

The older man in the restaurant coach (Frecciarosa 9532 on August 15th 11:15 train from Rome to Milan) was completely rude. Italy is a country that get lots 9f tourists and not being able to speak Italian should not be held against someone to get good service. Even if it's something that he can't do, there is a way to explain instead of treating people like they are trying to steal!

Good time of the day,

My name is Khusanboy Mamadolimov, and I bought a regional weekly ticket today in the morning (29.05.23) from the ticket officer in one of the booths in the Vicenza, I usually purchase online but today my battery was low, so decided to buy a ticket from the ticket office.

Prior to purchasing, I asked the ticket officer if I can get my ticket online. He spoke English poorly and said yes, and he explained to me that I need to put in the ticket number in Trenitalia to retrieve the ticket.

Once I was on the train, I charged my phone a little and follow what the ticket officer mentioned, but I couldn't retrieve it. After arriving at Padova, I clarified the situation, it seems that the ticket officer either lied or didn't know how tickets worked. If I knew the situation from the very start, I would book the ticket solely online.

My family travelled to Italy for the first time and we were happy with the hospitality we enjoyed until we visited Monterosso. We bought 4 tickets for the family to travel within Cinque Terre and were fined EU200 without given a chance to explain our situation. Neither were we not told at the ticketing office that we need to validate the tickets nor do we understand Italian. My family is obviously upset with this incident. I sincerely hope that the authority will look into such cases kindly and help tourists like us by giving us fore notice. Thanks.

My girlfriend and I were both fined $30 euro for failure to validate our tickets despite no one telling us validation was necessary. It does not say it you must validate on the ticket, on the train or at the ticketing machine.

My girlfriend and I boarded the train 20 minutes early and sat in the front most seats in the first carriage, right next to the ticket enforcer who fined us. He failed to give us fair warning and watched us board the train without validating our tickets. He watched us board and fined us as soon as the train started moving knowing as ignorant tourists we were unaware of this rule which is not communicated at any point.

We are young couple traveling from Israel the first time in Rome. My wife is pregnant. We been in many places in Europe before and never had this ridiculous incident that we been asked to pay a fine for a paid tickets. We traveled in the Leonardo Express by recommendation from Rome Termini to FCO air port. We purchased two tickets for me and my wife in the automatic machine in the train station. During purchase, there was no mention that we had to stamp the tickets in the train, nor the guy we asked in the gate how to get into the train area or the representatives in front of the door train told us to stamp it or we get fined. It wasn't even mentioned in the screen during purchase, and only mentioned in little fonts in the back of the ticket, as told to us by the lady who fined us. We paid for this ride and we didn't know since we can't read Italian letters in the instructions on the ticket (also this is also our first time in Leonardo Express). My wife didn't feel well also for this incident. The lady in the train told me that she will involve police if I refuse to pay, which I myself didn't care to involve because I didn't stole anything. Since my wife didn't feel well, we agreed to pay just half which is not right! We kindly ask you to refund this 50eur. We didn't want to reuse the ticket, we just wanted to travel to the airport back to our home country

Hello,

On the 30.08.2022 from Monterosso station I have tried to purchased 3 tickets from Monterosso to Genoa .

Automatic Ticket machine took my money , error was showed on the screen but no tickets were printed.

My Revolut Card [protected] was charged with 30.50 €.

Transaction was showed as reverted and money to be received back on 07.09.2022. Unfortunately I have never received my money.

I attached the transaction from Revolut where it is mentioned that merchant cancelled this transaction and that I was not charged but money were taken from my account . On the same transactionyou can see merchant , TrenItalia charged my account .

We had to buy our tickets to the casher and paid another 30.50€. So overall for 3 tickets I had to pay 61 Euro due to the error appeared on your machine .

Kindly please revert the 30.50 € to my account.

Thank you.

To whom it may concern,

Can you please get back to me on my complaint? This is my 3rd attempt to get a reply from TrenItalia.

My wife and our 17 year old son were on holiday in Rome from the 22nd of June up to the 28th of June. We decided to take the train back to the airport to catch our flight.

We were visiting Rome as a tourists for the first time.

We entered the station but we had no idea how to purchase a ticket. I asked a staff member if he could show me where the ticket office was but he just pointed at the ticket machine which was packed with people trying to purchase tickets. I told him I did not know how to use their machine and if there was someone who could assist me to purchase our tickets. He just pointed at the ticket machines again. He made no attempt to help us in any way. It was very obvious that we were tourists and we did not speak Italian. There were long queues at the ticket machines, and 2 of the machines were out of order. We did not deliberately take the wrong ticket. We were under pressure to choose tickets at the machine with long queues. Our son is under 18 which is considered a child in our country, our home country is Ireland. We pressed 2 adults and 1 child on the machine and just took our tickets to get out of the long queue.

We have never visited Italy before, so we had no experience of your train station.

I want a refund for this fine, it was totally unnecessary of your ticket inspector. He was rude and unhelpful. I offered to pay the correct amount but he insisted that I pay the fine!

I am very disappointed about how we were treated by your staff!

Image attached of this ticket.

I look forward to your reply.

Regards,

Garrett Delaney

Dublin

Ireland

Mobile number: [protected]

Email address > [protected]@hotmail.com

My booking PNR :D4M235. Please can you refund this ticket which is 327 euros. Milan is in quarantine and therefore we cannot travel as advised by your country and ours. The tickets were for travel on 14/03/2020 departing from Milano Centrale at 9.30 arriving at Roma Termini at 12.40. My contact phone number is [protected] my name is Mr W Bonner. This has been incredibly difficult to log this request, it is a worrying time, we are acting on the advice and directions of your country and ours and we seem to be getting no support from your company.

We have already filled out the documents regarding our complaint, but I also wanted to let you know what happened at the train yesterday on 2nd october 2019 around 13.05. First of all your staff are very rude to customers. I really do not know how to interview them, or you might select them carelessly. Anyway, we bought our tickets a day before from one of your kiosks (from rome termini to fiumicino airport). When we were buying our tickets we selected the train departure time and paid 8euros for each person. I wrote the word paid in capital letters because we didn't steal from you, we bought our tickets. Then we realised the ticket doesn't contain departure time, so we asked someone if this is okay and the lady told us "yes it is okay, because the ticket is valid during the day". The next day when we arrived at termini station, we asked other people who are in front of your kiosks how we can find out where the departs in the station. They said we need to validate our tickets, but they don't know how to do it, so we better ask to your customer service. Then we went to your customer help desk, and ask them what to do. Firstly, they didn't say anything about the ticket validation, and they said we need to rush to 25 to catch the train otherwise we will need to wait for the next one. Just because this is your customer help desk, we trusted them and rush to the 24-25 and there was a train which was about to depart (careful! There was only one train). Right after train departed, I have found the officer to ask if this is the right one (careful again, I went to the officer to ask he didn't come to us), we were unable to ask someone else before getting on the train, because there wasn't any trenitalia employee/officer/etc. However we asked a few passengers but they were unsure so we were advised to ask the officer. When I showed him the ticket, he said "your ticket is invalid and go back to your seats I am coming". He was extremely cold and rude, he even didn't say "please". Then he came to check our tickets, he said we have to pay five point 0 each. 5.0 means 5euros, when I gave him the money he said no, and then we started thinking he is asking for 200euros or something. I told him I only have 60 euros, but he said "it is not enough, you think I am stupid. I will call the police if you don't pay". I tried to explain him that we already asked to your customer desk and they led us to this train, however he said "shut up and pay". This is how your officers speak to customers, and it wasn't even our fault and we have already paid for our tickets, we are not thieves! Then he asked for my passport, I showed him my passport and my id card, we are not refugees, we bring money to your country, actually us, customers pay for that rude officer's salary! Because he threatened us, we gave him the all cash we had with us, which was 100euros in total (you can even check your customer desk and train cctv). When we arrived at the airport, we directly went to the police and explained everything. Of course, the police was very kind to us (unlike your staff), and they said we are certainly right and we will get a refund. The police sent us to your office to fill out our complaints details. When we went there, there was already two girls complaining about the same thing. Once again I explained what happened at the train, and your staff gave us the papers to fill out, and she said "you should have asked to someone"! Can you believe this? They don't even understand english, because I have already told them we have speak to trenitalia customer desk and other people around us! Then I freaked out and finally raised my voice but this time, your staff threatened us to call the police! However when we told them we have already spoken to the police, they started being nice! You actually try to scam tourists by threatening them, this is horrible and totally not acceptable. Shame on you! What happened yesterday was very disgusting. I am getting ready to take you to the court. And we ask for a full refund.

Dear Sir/ Madam
I want to complain about our train travel from Venice to Peschiera Del Garda and the tickets.
I had bought return tickets.
I had validated all tickets at the gates and showed them to a guard AFTER validation. He directed us to the train we needed.
On the train the Ticket master decided we were on the wrong train. Despite having validated tickets to return to Pechiera Del Garda he charged us a further 67.50 Euros. This was on top of the tickets we had bought.
I have all of the tickets and the recites including details of us being at the station to actually get on the correct train, but were guided to the wrong train.
I can provide all of these.

I would like to complain for three reasons.
1. The cost of the new ticket - why could I have not just paid the difference between the two tickets.
2. The tickets were validated- what is the point of having a validation system if when your ticket is not valid it still validates it leaving you with the wrong belief that you are ok to use the train.
3. Once purchasing a full price ticket the Guard did not allocate us seats. As a single mother travelling with two teenage girls we had to change seats SIX TIMES to accomdate those with tickets for the seats. Even the other passengers on the train were asking could they help us when the guard was so disrespectful and unhelpful. We had paid for an additional set of three tickets, why were we not then allocated seats the same as other passengers.

I believe I should have a refund for the difference in the tickets as I have paid for the journey twice.
It is difficult navigating an unknown system in a foreign language. We had done our research and the lady at the station was helpful. However at Venice the male guards were rude and very disrespectful. On my pronunciation of Peschiera Del Garda the Guard asked me why was I interested in fish? No answers and not respectful to visitors and customers using your services.

We had traveled using you trains from Rome to Milan to Lake Garda, this was not a good experience.
Can you please issue a refund for the difference of the tickets. I am happy to either phot-copy/scan etc the tickets and my receipts.

Regards
Joanne Hodgkinson