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The Mediation Procedure for regional services

If your claim has not been satisfactorily answered or you have not received a response within 30 days of submission, you may request the Mediation Procedure.

  • How does Mediation work?

    The mediation request must be sent:

    • by filling in the form that can be found on the Trenitalia website, at the Trenitalia Customer Service Offices and at the Consumer Associations and sending it:
      -  directly to Trenitalia’s Regional Joint Mediation Office, Piazza della Croce Rossa 1, 00161 - Rome (by fax 0644104769, registered letter with acknowledgement of receipt);
      -  through one of the Consumer Associations that signed the Memorandum of Understanding with Trenitalia

    • Exclusively for cross-border online ticket purchases by EU citizens, the Mediation request can also be submitted through the ODR managed by the European Commission and available at:

    The request must relate to a single complaint.

    In the case of travel by several persons, the request must be completed individually by each passenger.

    If the customer does not indicate the Association that will represent him/her in the Mediation, Trenitalia will assign the request to one of the Consumer Associations that signed the Protocol.

    The Mediation Procedure is conducted in Italian; applications may be submitted in Italian and English.

    The Mediation Committee, made up of Mediators appointed by Trenitalia and by the Consumer Associations, will examine the request taking into account the contractual commitments, the sector regulations and the consumer protection rules and, according to principles of fairness, will evaluate the possibility of formulating a mediation proposal satisfactory to the parties, which will in any case be submitted to the customer for possible acceptance.

    The Joint Negotiation shall take effect as a settlement agreement pursuant to Article 1965 of the Italian Civil Code.

  • What are the requirements for Mediation?

    The Mediation Procedure covers claims that meet both of the following requirements:

    • relating to journeys made on all Trenitalia regional transport trains;

    • that show a discrepancy between a commitment of Trenitalia, assumed in the official documents (Conditions of Carriage, commercial information available on the website, Service Charter, Service Contracts, Documents published by ART, European regulations of reference) and the actual use made by the passenger.