How to submit a claim to Trenitalia
This article is for travellers seeking compensation for delays, cancellations or discomfort during travel (e.g. broken air conditioning) for Trenitalia train tickets in Italy. You will need to submit a claim to the rail operator directly.
IN THIS ARTICLE
There are different processes and online forms for high-speed/intercity and regional trains. See the instructions for different train types below .
or ticket number
Your "PNR code" is a 6-character reference that is used by the operator to identify your tickets. For "paperless" tickets, it is the same as your ticket reference. Regional trains don't have a 6-character PNR, but you'll find a longer ticket number on your print-at-home tickets.
You can find this in your Rail Europe booking confirmation email e.g. for Frecciarossa #9607 enter 9607.
You'll need an IBAN and BIC/Swift code to receive a bank transfer directly from the rail operator if your claim is approved. You can usually find these on your bank statement but if you aren't sure, please contact your bank.
Receipts for any other expenses incurred (if applicable)
If applicable, you should submit receipts for expenses in accordance with the Conditions of Carriage, e.g. alternative transport/taxi receipt, or a hotel bill if overnight accommodation was necessary. A photo/scan of these documents is acceptable, but we recommend retaining the original copies until your claim is resolved.
- Online using this Trenitalia Claim Form
- Country - select "Italia" if an error message for the wrong country is displayed
- Type of purchase - select "Ticket"
- Mode of purchase - select "Agency"
- The customer used a credit card to buy? - select "No", even if you used a credit card to book the ticket on Rail Europe. Only customers who booked with Trenitalia direct should tick "Yes".
Submitting a claim
Claims can be made via an online form.
You should also use this process if you have a single ticket covering a high-speed/intercity train plus a regional train.
Tips for completing the form
Approved payments will be made via bank transfer directly from the rail operator to the account specified by you on the claim form and a confirmation email will be sent by Trenitalia.