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The conciliation process
Trenitalia S.p.A. and Consumer Associations have signed a Memorandum of Understanding with the aim of making out-of-court settlement of disputes between passengers and Trenitalia faster and more effective.
Pursuant to Legislative Decree No. 130 of 6 August 2015 concerning the alternative resolution of consumer disputes (ADR), the Joint Conciliation Body of Trenitalia SpA–Consumer Associations is registered on the list of ADR Bodies at the Ministry of Enterprises and Made in Italy.
If you have not received a response to your complaint or request for refund/compensation within 30 days, or if the response is unsatisfactory, you may submit a request for conciliation.
You can submit a conciliation request:
- by using this online form (Italian);
- by filling out the form available on this website, at Trenitalia Customer Service offices, or at Consumer Associations, and sending it via registered mail with return receipt to the Trenitalia Conciliation Office, Piazza della Croce Rossa 1, 00161 - Rome;
- through one of the Consumer Associations which has signed the Memorandum of Understanding with Trenitalia.
The conciliation request must refer to the complaint/refund/compensation claim you previously submitted.
If you travelled with other people, each passenger must submit their own individual application.
You may choose a Consumer Association to handle the conciliation procedure on your behalf; otherwise, Trenitalia will assign an association to you from among the signatories on a rotational basis.
The conciliation process is conducted in Italian; however, requests may be submitted in either Italian or English.
The Conciliation Commission, composed of conciliators designated by Trenitalia and the Consumer Associations, reviews the application taking into account sector-specific legislation, consumer protection regulations, regulatory measures, and Trenitalia’s Conditions of Carriage.
The Conciliation Commission operates in accordance with the principles of fairness, impartiality, and independence.
The passenger may choose to accept or reject the conciliation proposal. If accepted, the proposal shall have the effect of a settlement agreement pursuant to Article 1965 of the Italian Civil Code.
Annual Report 2024 (Italian version)
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Annual Report 2022 (Italian version)
Annual Report 2021 (Italian version)
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Annual Report 2019 (Italian version)
Annual Report 2018 (Italian version)
The procedure covers complaints, refund requests, and compensation claims that simultaneously meet the following requirements:
a) journeys made on any Trenitalia train with both origin and destination within Italian territory;
b) a discrepancy between a commitment made by Trenitalia in its official documents and the service actually received by the passenger/consumer. Official documents include, but are not limited to: EU Regulation 2021/782, resolutions of the Transport Regulation Authority (ART), Trenitalia's General Conditions of Carriage, and any other documents establishing an obligation undertaken by Trenitalia toward the passenger/consumer (such as service contracts, Service Charters, and commercial information available on www.trenitalia.com).
Scope of application of the Joint Conciliation Procedure – Eurocity and Euronight Trains
For international journeys made on Eurocity and Euronight trains operated in cooperation between Trenitalia and other railway companies, the procedure shall cover complaints, refund requests, and compensation claims that simultaneously meet the following requirements:
a) Trenitalia is the carrier within Italian territory for the relevant leg of the journey;
b) the service disruption occurred within Italian territory;
c) the ticket was purchased through Trenitalia’s official channels;
d) a complaint, refund request, or compensation claim was submitted to Trenitalia, and the passenger/consumer either received an unsatisfactory response or did not receive a response within 30 days;
e) a discrepancy between a commitment made by Trenitalia in its official documents and the service actually received by the passenger/consumer. Official documents include, but are not limited to: EU Regulation 2021/782, resolutions of the Transport Regulation Authority (ART), Trenitalia's General Conditions of Carriage, and any other documents establishing an obligation undertaken by Trenitalia toward the passenger/consumer (such as service contracts, Service Charters, and commercial information available on www.trenitalia.com).
The list of trains operated in cooperation between Trenitalia and foreign railway companies is periodically updated and can be consulted in the General Conditions of Carriage – Part IV - International Transport (Italian).