Conciliation

Conciliation procedure

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 travellers and Trenitalia faster and more effective. 

Pursuant to Legislative Decree No. 130 of 6 August 2015 concerning alternative resolution of consumers' disputes (ADR), the Joint Conciliation body of Trenitalia SpA–Consumer Associations is registered on the ADR Bodies list at the Ministry of Economic Development.

If your complaint has not received a satisfactory answer or you have not received any response within 30 days of submission, you can request the conciliation procedure.

  • How does the reconciliation work?

    The request for conciliation must be sent:

    • by filling out the specific request form to be forwarded (electronically, via, registered delivery with acknowledgement of receipt): through the signatory associations or directly to the Trenitalia Conciliation Offices -Piazza della Croce Rossa, 1 - 00161-Rome, or to the email address conciliazioni@trenitalia.it  (attaching the signed form in PDF, TIF, JPG, etc. format)  or to fax 06 44103490.

    The request must refer to a single complaint. In the event of a trip taken by more than one person, the request should be made individually by each traveller

    CAUTION: The mailbox is exclusively for receipt of conciliation forms. 

    • exclusively for cross-border purchases of online tickets made by European Union citizens, the conciliation request may also be submitted through the ODR run by the European Commission and accessible athtttps://webgate.ec.europa.eu/odr


    If the customer does not indicate the association that will represent them in the conciliation, Trenitalia will assign the request to one of the Consumer Association signatories of the Memorandum of Understanding by applying a revolving criterion.

    The conciliation procedure is conducted in Italian;   requests can be submitted in Italian and English.

    The Conciliation Commission, composed of Conciliators appointed by Trenitalia and the Consumer Associations, will examine the request taking into account contractual commitments, sectoral legislation and consumer protection standards and, in accordance with principles of fairness, will evaluate the possibility of formulating a satisfactory conciliation proposal for the parties, which will however be submitted to the customer for eventual acceptance.

    Joint Conciliation has the effectiveness of a settlement agreement pursuant to Art. 1965 of the Italian Civil Code.

  • What are the requirements for conciliation?

    Conciliation applies to complaints that meet both of the following requirements:

    • related to journeys with origin and destination falling within Italian territory on long and medium distance Trenitalia trains, excluding regional service trains; 
    • which indicate a deviation between a precise Trenitalia commitment explicitly provided for in the official documents (Conditions of Carriage, commercial information available on the Trenitalia site, Service Card) and what is actually enjoyed by the customer.