A full refund for train tickets for Frecce, IC, EuroCity, Euronight and Freccialink trains/services, regardless of the purchased fare, shall be recognised in the following cases:

a) for individuals who have been obliged to undergoquarantine with active surveillance or self-certified at-home isolation with active surveillance by the competent health authority, in implementation of the measures adopted pursuant to Article 3 of the Decree Law of 23 February 2020, No. 6, and its subsequent amendments and/or additions, with regards to contracts to be carried out during the above-mentioned period of quarantine or at-home isolation;

b) for individuals who are residents in, domiciled in or otherwise subject to a ban on movement/travel in areas affected by the Coronavirus, as identified by the decrees adopted by the Prime Minister of Italy pursuant to Article 3 of the Decree Law of 23 February 2020, No. 6, and its subsequent amendments and/ or additions, with regards to contracts to be carried out during the period of validity of the aforementioned decrees;

c) for individuals who have tested positive for the COVID-19 virus and have therefore been obliged to undergo quarantine with active surveillance or self-certified at-home isolation with active surveillance by the competent health authority or hospitalisation at a healthcare facility, with regards to contracts to be carried out during the period of time spent in at-home isolation, quarantine or hospitalisation;

d) for individuals who have planned trips or journeys with departure from or arrival in the areas affected by the Coronavirus, as identified by the decrees adopted by the Prime Minister of Italy pursuant to Article 3 of the Decree Law of 23 February 2020, No. 6, and its subsequent amendments and/or additions, with regards to contracts to be carried out during the period of validity of the aforementioned decrees;

e) for individuals who have planned to participate in competitive state exams or public selection procedures, demonstrations or initiatives of any kind, events and any form of meeting in public or private places, including those of a cultural, recreational, sporting and religious nature, even if carried out indoors and open to the public, which have been cancelled, suspended or postponed by the competent authorities in order to implement the provisions adopted pursuant to Article 3 of the Decree Law of 23 February 2020, No. 6, and its subsequent amendments and/or additions, with regard to contracts to be carried out during the period of validity of the aforementioned provisions;

f) for individuals who are named ticket holders or who have purchased tourist packages, which have been purchased in Italy, with destinations in foreign countries, where disembarkation, landing or arrival is prevented or prohibited due to the emergency epidemiological situation brought about by COVID-19 ;

One way tickets:

A refund request can be made at any ticket office or sent to Trenitalia by filling in the appropriate web form by presenting or attaching your ticket and the necessary documentation to attest to the fact that one of the situations listed above have actually occurred (for example, in the case referred to in letter e), it will be necessary to present documentation attesting to your planned participation in one of the events listed). In the case referred to in letter g), a refund can also be requested through the specific channel available on www.trenitalia.com.

A refund can be requested within thirty days :

· from the cessation of the situations referred to in letters a) to d);

· from the cancellation, suspension or postponement of the events referred to in letter e);

· from the scheduled departure date, in the situation outlined in letter f).

Tickets are reimbursed via an electronic bonus equal to the value of the ticket purchased, which can be used within 24 months from the date of issue of the bonus (this duration also applies to previously issued bonuses with a validity of 18 months).

Alternatively, exclusively in the cases referred to in letters a) to f), the customer can request a refund of the amount paid to the same payment method used at the time of purchase by contacting the Trenitalia ticket offices and presenting the communication received. If the bonus has already been generated, where the customer does not intend to make use of it or has used it only partially, he or she may request, at any time and within 30 days after the expiry date of the bonus, a refund of the residual amount by submitting a claim in the usual manner (at ticket offices or using the web form).

Frecce and Intercity Season tickets (all types) and Tutto Treno Cards (all types) shall be reimbursed starting from the date on which one of the aforementioned situations (from letter a) to letter d)) actually occurs and until its termination. Holders of monthly Season tickets and Tutto Treno Cards, which are valid as of 6 November, can request a refund for the remaining validity on their ticket or card, regardless of the reason for them being unable to travel.

Refunds shall be carried out via an electronic bonus, which is valid for 12 months.

Refund requests may be sent when the validity period of the ticket has expired and upon presentation of the ticket itself at a ticket office or using the web form, no later than 30 days from the cessation of the situations referred to in letters a) to d), or no later than 30 days from the expiry date of the ticket itself.

If Season tickets and Tutto Treno Card holders do not wish to wait until the ticket or card has expired, they can request compensation, exclusively by applying through our designated web form. Compensation is calculated using the same calculation method as used for refunds.

For holders of Carnet with tickets that are still valid as of 10 March, validity has automatically been extended for 4 months from the expiry date. If the customer does not intend to use the carnet or has used it only partially, he or she may request, by the deadline of 31 December 2020, a refund of the residual amount by submitting a claim in the usual manner (at ticket offices or using the form on trenitalia.com).

Refunds shall be carried out via an electronic bonus, which is valid for 18 months (this duration also applies to previously issued bonuses with a validity of 12 months).

Alternatively, the customer may request a refund of the amount paid on the same payment method used at the time of purchase by contacting the Trenitalia ticket offices and presenting the communication received. If the bonus has already been generated, where the customer does not intend to make use of it or has used it only partially, he or she may request, at any time and within 30 days after the expiry of the bonus, a refund of the residual amount by submitting a claim in the usual manner (at ticket offices or using the web form).

For Carnets that are still valid, it is possible to request a refund of the residual amount by submitting a claim in the usual manner (at ticket offices or using the form on trenitalia.com), before the expiry date on the Carnet. Refunds shall be carried out via an electronic bonus, which is valid for 18 months.

In addition to the actual situations referred to in letters a) to f), the monthly Intercity Season tickets from March 2020 and monthly Tutto Treno Cards from March 2020 shall be refunded at 70% of the value of the ticket.

For Tutto Treno Cards (all types) which are valid for six months or a year, refunds shall be granted for the tickets that are valid for the period March-June, according to the following percentages of the corresponding monthly value (1/12 for the annual CTT and 1/6 for the semi-annual CTT):

- 70% in March

- 100% in April

- 100% in May

- 40% in June

Refund requests for Season tickets and Cards can be made at any ticket office or by filling out the specific web form available on our website: www.trenitalia.com.

Refunds for IC Season tickets and monthly CTT can be requested by the deadline of 31 December 2020.

Refunds requests for semi-annual and annual CTTs can be sent to Trenitalia at the end of the validity period of the card or no later than 31 March 2021, upon presentation of the card itself. Before the expiry date on the card and upon the request of the customer, compensation may be requested, in relation to any months that are still valid on the card that fall within the period March-June, exclusively through our specific web form. Compensation is calculated using the same calculation method as used for refunds.

Cards shall be refunded/compensated via an electronic bonus, which may be used within twelve months of the issue date of the bonus.

For season tickets, please download the necessary forms according to the guidelines issued by the individual Regions and Autonomous Provinces.

For one way tickets purchased from 24 February, a full refund shall be provided to customers - for any type of journey - who fall within the parameters of the situations listed in Legislative Decree No. 9 dated 02/03/2020:

a) those in quarantine or self-certified at-home isolation with active surveillance by the competent health authority with regards to tickets purchased to travel during the period of quarantine or at-home isolation;

b) those who are resident in, domiciled in or otherwise subject to a ban on movement/travel in the areas affected by the Coronavirus, as identified by Prime Ministerial Decrees adopted pursuant to Article 3 of Legislative Decree No. 6/2020, with regards to tickets purchased to travel during the period of validity of the aforementioned decrees;

c) individuals who have tested positive for the COVID-19 virus with regards to tickets purchased to travel during the period of at-home isolation, quarantine or hospitalisation;

d) those who have planned trips or journeys with departure or arrival in the areas affected by the Coronavirus, as identified by the decrees adopted by the Prime Minister of Italy pursuant to Legislative Decree No. 6/2020, with regards to tickets purchased to travel in the period of validity of the aforementioned decrees;

e) those who have planned journeys to participate in school trips, competitive state exams or public selection procedures, demonstrations or initiatives of any kind, events and any form of meeting that has been cancelled, suspended or postponed by the competent authorities with regards to tickets purchased to travel during the period the validity of the aforementioned provisions;

f) those who have purchased tickets in Italy for travel to foreign countries, where arrival is prevented or forbidden due to the emergency epidemiological situation brought about by COVID-19.

A refund for tickets can be requested at any ticket office (when they have reopened) or by sending a form by post or email to the Regional/Provincial Management Offices with jurisdiction over your place of arrival. Download the form, within 30 days from:

• the cessation of the situations referred to in letters a) to d);
• the cancellation, suspension or postponement of the events referred to in letter e);
• the date scheduled for departure, in the situation outlined in letter f).

 

For Alto Adige/South Tyrol, please download the form in German/Formular in deutscher Sprache

For all refund requests made for personal reasons (thus, independent of COVID-19), please proceed as indicated in point 8 of Refunds and Compensation - Part III Regional Transport in the General Conditions of Carriage for Passengers.

Customers are advised to keep their tickets for personal records.