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.
The mediation request must be sent:
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.
The Mediation Procedure covers claims that meet both of the following requirements: