How do I find out about Trenitalia’s special offers and promotions?

To learn about commercial offers and special promotions, please see the Offers and Services page.

 

 

What are Carta Verde and Carta Argento cards? What discounts or benefits are included?

 

The Carta Verde card (12-25 years of age, inclusive) and the Carta Argento card (60+ years old) are paid discount cards (free only for customers over 75 years of age) dedicated to our younger and older passengers, which provide discounts ranging from 10% to 15% on national routes.

 

The Carta Verde and Carta Argento also include a 25% RailPlus discount on international routes.

 

They can be purchased at ticket offices in train stations and from authorised travel agencies by showing a valid form of personal identification.

 

For more information, please see the Carta Verde and Carta Argento page. 

 

 

What happens if I lose my Carta Verde or Carta Argento?

 

If you lose your card, under no circumstances will you be granted a refund of the price you paid for purchase. In case of loss, theft or destruction of your Carta Verde or Carta Argento, you may request a duplicate be issued, upon presentation of the required documentation (in case of theft, you must attach the statement made to the Police to the duplicate card request) and you will be required to pay a €5 card reissuance fee (for people who are aged 75 or over, the duplicate of the Carta Argento is issued free of charge).

 

 

What is a carnet of journeys and how do I use it?

 

The 10-Journey Carnet is an offer from Trenitalia that allows you to save 20% on the price of the Base ticket for travel in all classes and levels of service. The Carnet is non-transferable and is reserved for CartaFRECCIA cardholders.

 

 

What is the Carta Blu?

 

You can take advantage of the Carta Blu if you are a person with a disability that falls within a certain category and you reside in Italy. The card is issued by the Customer Service Offices or, where these offices are not available, it can be requested from the ticket office at the train station.
The Carta Blu is free of charge and valid for five years. It allows you to take advantage of free or reduced-price fares for a travelling companion.

 

 

Can I take advantage of any discounts or promotions when travelling with my children?

 

Children under the age of 4 travel for free in both first and second class, but are not eligible to their own seat. Children under the age of 15 (the maximum age limit is counted from the day after the child’s 15th birthday), may occupy their own seat, and can travel with a 50% discount, or 30% off sleeping cars (VL) and couchettes (CC) services. In addition, you can take advantage of the Bimbi Gratis (Children Travel for Free) offer, dedicated to family groups of 2 to 5 people, which allows children under 15 to travel for free. For more information, please visit the page dedicated to the Bimbi Gratis offer.

 

ATTENTION: Regional/provincial rates may be in force which may differ from the conditions mentioned above.

 

 

Is it possible to travel in other parts of Europe with Trenitalia? How can I purchase an international ticket?

 

At Trenitalia ticket offices and authorized travel agencies, you can purchase one-way or return tickets, for both individual passengers and groups, for day or night-time journeys, for trains departing from an Italian station to a foreign destination, from a foreign station to Italy or from a foreign station to a destination in another foreign station. 

 

 

How long before the journey can I purchase my ticket?

 

A Base ticket can be purchased any time up to a few minutes before you board the train. However, for other ticket types and offers, there are different purchase deadlines. To find out more.

 

 

Is the ticket transferable?

 

Currently, tickets purchased for travel on medium-long distance trains are non-transferable and the name of the ticket holder must be clearly indicated at the time of purchase, and this is subject to verification, upon request, once on board the train by showing train personnel a valid form of personal identification.

 

Regional electronic tickets are also non-transferable. On board the train, you must always show a valid form of personal identification along with your ticket or season ticket. 

 

Please remember that if you are a CartaFRECCIA customer, you may only enter your CartaFRECCIA card code if you are the person travelling. To find out more, please see the CartaFRECCIA Regulations.

 

 

Do I always have to print out my ticket or season ticket?

 

It depends on the type of ticket or season ticket:

 

• Ticketless tickets do not need to be printed. In this case, all you need to board your train is to be in possession of the PNR code for your ticket. To find out more, please visit the page dedicated to ticketless tickets.
• you can show your regional electronic ticket and regional season ticket, which you have purchased online, on an electronic device (PC, tablet or smartphone) provided you are able to properly show the attachment (in PDF format) that you will have received at the time of purchase, including the Quick Response code, which collects all your ticket/season ticket data. Alternatively, you can choose to print out your tickets. We would like to remind you that the digital or paper form of your Regional ticket and season ticket must always be accompanied by a valid form of personal identification to be shown upon the request of on-board personnel. 
• For tickets that cannot be issued in ticketless form (e.g. tickets for certain international trains) and season tickets, you will need to collect and print these tickets at the Self Services machines located in the station before boarding your train. 

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Where can I purchase tickets?

 

You can purchase your ticket on this website, on the Trenitalia app, by contacting our call centre on: 89 20 21(premium-rate number), at the ticket offices in the station, from the Self service machines and affiliated travel agencies. 

 

 

Is it possible to purchase a ticket on board the train?

 

Remember that you must always board the train with a valid ticket for the journey you intend to make (for non-electronic Regional tickets, validation is also required), otherwise you shall be considered to be without a ticket.

 

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What can I do if the purchase was not successful but I received a text message from my bank indicating my card has been charged?

 

In the event that you see an unsuccessful transaction message, even if you have received an SMS alert from your bank indicating a charge, the payment has still not been completed and Trenitalia will send a request for an immediate reversal of the charge, without any transaction taking place on your card.

 

For prepaid cards, the time it takes to reset your credit amount will depend on the card issuer (bank or payment circuits in the case of Amex and Diners cards), and we suggest you contact your card issuer directly for more information in this regard.

 

In case of payment by bank transfer (MyBank service), the time it takes for the charged amount to be returned to your account will follow the times set by the banking circuits involved.

 

 

What can I do if my attempts at payment fail?

 

Please consult the dedicated section of our Online Purchasing Guide to find out why an online transaction may not be successful and what to do about it. If you wish to request assistance or clarification for a payment, you can contact our operators on our new Online service, which is in operation every day from 8 a.m. to 8 p.m.  To activate the chat, simply click on the icon at the bottom of the Help and contacts page.

Or you can send an email to areaclienti@trenitalia.it, specifying your username (for purchases made while logged in to your profile) or the email used at the time of purchase (for purchases made without registration) and the date you tried to make the purchase.

 

 

I used a bonus/discount coupon but the transaction was not successful. Have I lost my bonus/discount coupon? 

 

The bonus/discount coupon used during an unsuccessful payment will be reactivated, and you will be able to use it again, within 60 minutes.

 

 

What can I do if I my Internet network connection is lost during payment?

 

Check if you have received the purchase summary email or if the journey has been added to your purchased journeys in your Customer Area to find out if the transaction was successful despite the interruption to your Internet service. Check if you have received the purchase summary email or if the journey has been added to your purchased journeys in your Customer Area to find out if the transaction was successful despite the interruption to your Internet service. If you want to request a clarification or check the outcome of a transaction, you can contact our operators on our new Online service, which is in operation every day from 8 a.m. to 8 p.m.  To activate the chat, simply click on the icon at the bottom of the Help and contacts page.

Or you can send an email to  areaclienti@trenitalia.it , specifying your username (for purchases made while logged in to your profile) or the email used at the time of purchase (for purchases made without registration) the date you tried to make the purchase, and the name and surname of the cardholder of the card used.

 

 

Can I use more than one credit card with my account?

 

You can ask for authorisation to increase the number of credit cards linked to your account by sending an email to areaclienti@trenitalia.it , in which you should indicate the following:

 

• your user ID

• a photocopy of a valid form of personal identification and the tax code of the account holder

• a telephone number

• a brief description of why you are requesting an increase in the number of credit cards

 

 

I forgot my VISA/MASTERCARD 3D secure code password. How can I recover it?

 

After entering your credit card number, in the section where you are asked to enter your password verified by Visa/MasterCard, if you don’t remember your password, you can request it be sent to you by clicking on the link “have you forgotten your password?” and following the instructions given. A temporary password will be sent to the email address you provided, and you will be able to change it the first time you log in. For further clarification, we suggest that you contact the customer service department of your VISA/MASTERCARD provider.

 

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Can I request a refund for my journey if I decide not to travel?

 

Whether or not you will be granted a refund depends on the type of ticket you have purchased, some offers do not include this option. To find out if your ticket is refundable and the refund process will involve a deduction to the original amount paid.

 

 

How can I request a refund for a ticket purchased online?

 

Once you have verified that your ticket is refundable, you can request a refund online by following the “Change ticket” process.

 

 

How do I change an economy ticket?

 

In order to change the date/time (the only details that can be changed) on an economy ticket, you must select the “Change your ticket” option and then click on “Change Ticket”.

 

 

What is the difference between booking changes and other changes (e.g. ticket changes)?

 

With a “Booking change” you can only change (anticipate or postpone) the date and time of the original journey, but the departure and arrival stations, the service and the offer used to purchase the original ticket must stay the same.

 

With a “Ticket change”, on the other hand, if the terms and conditions of the offer used to purchase the original ticket permit it, you can change the service and/or the offer of the original journey, or change the entire journey, including the departure and arrival stations, the date of departure, and the number of passengers, while also being permitted to choose other services and offers that are different from the original purchase.

 

A “Booking change” will never involve a refund to the ticket price nor will you have to pay a supplement fee to cover any price difference, while  a “Ticket Change”, depending on the case at hand, may involve either paying the difference in price compared to the original purchase price, or the possibility of a refund (with the refunded amount being credited to the same payment method used for purchase).

 

 

I’ve missed my train. How can I use my ticket?

 

After the departure time of your booked train, you cannot request a refund. For some types of tickets, it is possible to ask for a ticket change and/or to board a train other than the one you originally booked.

 

 

Can I change the departure date and time on my ticket?

 

Yes, if the type of ticket purchased allows it.

 

 

Can I change the name indicated on my ticket?

 

Yes, by making a Change to passenger name.

 

For all other information, please see the General. 

 

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What is a Trenitalia Gift Card?

 

A Gift Card entitles the holder to a certain amount of credit (from €25 to €150 euro) that can be used to purchase Trenitalia train tickets (single tickets, season tickets, Carnets, etc.) on national, regional and international services (limited to domestic routes within Italy), from Trenitalia’s main sales channels (excluding the Trenitalia app). It is not possible to purchase tickets on board trains using a Gift Card).

 

 

Where can I purchase a Gift Card?

 

Gift Cards can be purchased on this website, from ticket offices at the station and from authorised travel agencies.

 

 

Can I use a Gift Card to make multiple purchases?

 

The Gift Card credit can be used multiple times until the credit balance is depleted. It is valid for 10 years from the time of issue/purchase and it can be used in association with other methods of payment (e.g. cash, credit card, etc.) on Trenitalia’s main sales channels.

 

 

Can I convert the credit on my Gift Card into cash?

 

Gift Cards cannot be resold or converted into cash. 

 

 

I’ve lost my Gift Card code. Can I retrieve it?

 

In case of theft or loss, customers will not be reissued with a replacement, nor will they be able to request the retrieval of their original Gift Card code. 

 

 

What happens if I change the ticket purchased with a Gift Card or if I request a refund?

 

Tickets purchased using a Gift Card follow the after sales rules established for the type of ticket originally selected. Therefore, you retain the right to take advantage of the amount paid using the Gift Card even in the event of after sales assistance (changes, refunds and the right to board another train). In the event of a refund, the amount owed (net of any deductions) will be automatically credited by the system to the original Gift Card/Electronic Credit used.

 

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How can I ask for help with an online purchase?

 

You can request online help for purchases made on this website by logging in to your “Customer Area” and filling out the appropriate request form for “Help with site navigation, payments”, which you will find in the “Request help” box. Alternatively, you can contact our operators on our new Online Chat service, which is in operation every day from 8 a.m. to 8 p.m.  To activate the chat, simply click on the icon  at the bottom of the page.

 

 

What number should I call for help or information?

 

Our Call Centres are at your disposal:

 

• 89 20 21 to purchase tickets, change bookings and for information;
• 199 89 20 21 service with an answering machine;
• 199 30 30 60 or 800 90 60 60 to request assistance for people with reduced mobility.
   

For more information and service costs, please consult the page dedicated to the service.

 

 

How can I make a complaint?

 

You can file complaints and reports:

 

• on this website in the “Customer Care and Contacts” section, using the online;
• using the appropriate forms available in the Trenitalia Customer Service Offices at larger train stations.

 

Trenitalia will issue a reply to your complaint within one month or, if it is not possible by that date, will inform you of the date by which you can expect a reply within a period of less than three months from the date of the complaint. For further information, please visit the dedicated page.

 

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What are FrecciaClubs and how can I be granted admission to them?

 

FRECCIALounges and FRECCIAClubs are located near high-speed (AV) platforms in the principal Italian train stations and they are the ideal place to wait for your train to depart as you relax in the comfort areas featuring free Wi-Fi service and a wide choice of newspapers, or take advantage of the selection of coffee, hot and cold drinks, snacks, healthy and gluten-free products available in the Bistrot area.

 

In FRECCIALounges and FRECCIAClubs you can also request information and purchase tickets with the assistance of dedicated Trenitalia staff.

 

Admission to FRECCIALounges is reserved for:

 

• Gold and Platinum CartaFRECCIA cardholders who are in possession or intend to purchase a Trenitalia ticket;
• Platinum CartaFRECCIA cardholders in possession of national train season tickets for any class or level of service;
• Gold CartaFRECCIA cardholders in possession of season tickets for 1st class or Business service levels on national trains;
• customers in possession of an Executive or Business Private compartment ticket or a 10- or 15-Journey Carnet in 1st Class/Business/Executive with a booking.

 

Customers in possession of a ticket for national trains (excluding regional trains) or a 1st class or Business national season ticket, can also purchase the right to admission (single or season pass).

 

Admission to FRECCIAClubs is reserved for:

 

• Silver, Gold and Platinum CartaFRECCIA cardholders who are in possession or intend to purchase a Trenitalia ticket;
• customers in possession of an Executive or Business Private compartment ticket or a 10- or 15-Journey Carnet in 1st Class/Business/Executive with a booking;
• Platinum CartaFRECCIA cardholders in possession of national train season tickets for any class or level of service;
• Silver and Gold CartaFRECCIA cardholders in possession of season tickets for 1st class or Business service levels on national trains.

 

Customers in possession of a ticket for national trains (excluding regional trains) or a 1st class or Business national season ticket, can also purchase the right to admission (single or season pass).

 

 

What are FrecciaDesks and what services do they offer?

 

FrecciaDesks provide assistance to Frecce and Intercity customers, every day of the year, for last-minute booking changes, last-minute ticket sales on Frecce and Intercity trains with POS terminal payment, information on timetables, reception services and real-time train status updates.

 

FrecciaDesks can be found in the principal train stations that serve Frecce trains: Torino Porta Nuova, Milano Centrale, Verona Porta Nuova, Venezia Mestre, Venezia Santa Lucia, Padova, Bologna Centrale, Firenze Santa Maria Novella, Roma Termini and Napoli Centrale.

 

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Can I bring my bicycle on board?

 

You may bring your bicycle with you free of charge on national train services provided it is disassembled and contained in a bag or a fully closed folding bike. On international trains, a bike supplement of €12.00 is required, which can only be purchased on board the train.

 

 

Can I take my pet with me on the train?

 

Small dogs, cats and other small pets can be transported free of charge on board the train, provided they are kept in a suitable pet carrier, which should be no larger than 70 x 30 x 50 cm. Only one pet carrier is permitted per passenger. Each passenger may travel with a larger dog, provided the animal is kept on a leash and is wearing a muzzle, by purchasing, along with their own ticket (of any type), a second-class ticket at a 50% discount in the fare price for the train in question from any authorised ticket office or travel agency, or via the Self service machines, our website or the Trenitalia app. 

 

 

Who should I contact if I lose an item on the train?

 

In the case of items lost by customers, the rules of the Italian Civil Code (Art. 927 et seq.) are applied, which state that found objects shall be delivered to the appropriate office of the municipality where it was found.

 

 

Can disabled individuals request assistance to board trains?

 

People with reduced mobility will be provided with assistance both at the station and on board the train. 

 

 

Is there a fee for transporting luggage?

Passengers may take luggage or other easily transportable items (such as strollers, prams, high chairs (if foldable), umbrellas, deckchairs, skis, musical instruments, etc.) on board the coach free of charge, provided they are stored in the spaces made available for luggage. Luggage may be permitted to exceed this volume limit as long as it does not disturb or cause injury to other passengers, does not obstruct railway staff from carrying out their work, and does not damage the coach. On some trains, specific spaces have been made available for passengers to store larger luggage items.

 

 

How do I access the Wi-Fi service?

 

You can access Wi-Fi service on board Frecciarossa trains in just a few quick steps. 

 

 

Is there a restaurant car?

 

All Frecce trains feature a Bar/Restaurant service with hot meals and quick snacks. On Frecciarossa trains, passengers can enjoy lunch or dinner at the Gourmet Restaurant. 

 

 

How are tickets checked?

 

All passengers must be in possession of a valid ticket for travel on the route, train, class and service level they have boarded and follow the rules and regulations established for the ticket and train service in question. In the event of non-compliance with these requirements, the passenger will be required to pay the full-price fare for the service in question as well as additional fines depending on the seriousness of the infringement.

 

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CartaFRECCIA is Trenitalia’s loyalty programme, which allows you to accumulate points to get free tickets or gifts from our catalogue, receive discounts and promotions from our partners, and much more.

 

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If I have a lot of luggage or a very bulky piece of luggage, can I ship it?

 

If you are travelling on Frecce, Intercity or IntercityNotte train services, you can ship your luggage to your destination in Italy with our “Easy Luggage” (Bagaglio Facile) service in collaboration with TNT. This service costs €20 euro for the first bag, while the second bag costs only €15 euro. Check out the dedicated page for all the details.

 

Are there any services that can make it easier for me to park my car at the train station?

 

Metropark and Parkvia services are available for Trenitalia customers traveling on Frecce trains, which allow you to book parking online so you will have a guaranteed parking space next to certain Italian train stations.

 

For details on parking at the station managed by Metropark, please go to the dedicated section.

 

For details on parking near the main stations provided by ParkVia, please go to the dedicated section.

 

 

Can I book a transfer or a car with a driver?

 

On www.Frecciatransfer.com, you can book your transfer or a car with driver in the main Italian cities. Thanks to the collaboration between Trenitalia and Your Personal James, Trenitalia customers have access to an exclusive 12% discount on public rates.

 

Go to the dedicated section for more details and to make a booking.

 

 

Can I book accommodation?

 

Thanks to the collaboration between Trenitalia and Booking.com, it is now more convenient than ever for our customers to book accommodation all over the world, plus, if you are a CartaFRECCIA member, you can receive loyalty points for each stay booked through the website: www.booking.com/trenitalia. 

 

 

Are there any preferential rates or concessions with particular taxi operators?

 

Thanks to the collaboration with Free Now, Trenitalia customers can book a taxi with FREE NOW and earn CartaFRECCIA loyalty points on every journey made through the FREE NOW app. It is also possible to purchase a discounted voucher along with your Trenitalia ticket.

 

 

Are there preferential rates or concessions with electric bike or scooter sharing services?

 

With Trenitalia and Helbiz, soft mobility is even more advantageous. Get around the city with ease while also being environmentally friendly – discover the advantages for Trenitalia customers and CartaFRECCIA members.

 

 

Are there preferential rates or concessions with scooter sharing services?

 

Thanks to the partnership between Trenitalia and Zig Zag, you can purchase a discounted voucher along with your train ticket to be used on the ZIG ZAG Scooter sharing app.

 

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