Italo refund: complete guide
Experienced a delay or cancellation with Italo? Here's how to get the refund you're entitled to, step by step.
This guide covers Italo (NTV) only. For Trenitalia refunds, see the Trenitalia refund guide.
When you're entitled to a refund
For delays
| Delay on arrival | Compensation |
|---|---|
| 60-119 minutes | 25% of the ticket price |
| 120+ minutes | 50% of the ticket price |
| Less than 60 minutes | No automatic compensation |
For cancellation
- Train cancelled: full ticket refund or rebooking on another train
- Cancellation with notice: if communicated at least 24 hours before, full refund
For strikes
- If the train is cancelled due to a strike: full refund
- If the train runs with delay during a strike: standard delay rules apply
The delay refund is calculated on the price actually paid, not the full fare. If you purchased with a discount, compensation is calculated on the amount paid.
How to request a refund
1. Automatic compensation (recommended)
For delays >= 60 minutes, Italo automatically sends compensation as Italo credit usable for future purchases.
- Credited within 30 days of the journey
- Check in the "My trips" section of the app or website
- The credit is valid for 365 days
2. Manual request
If automatic compensation doesn't arrive or you prefer a monetary refund:
- Log in to italotreno.it or the app
- Go to "My trips"
- Select the delayed journey
- Click "Request compensation"
- Choose the method: Italo credit or refund to original payment method
3. Customer service
If you can't do it online:
- Pronto Italo: 892020 (paid number)
- Online chat: from italotreno.it
- Casa Italo: counters at main stations
Always keep your ticket: even digital ones serve as proof of travel and price paid. Take a screenshot if necessary.
Timeframes
| Action | Timeframe |
|---|---|
| Automatic compensation | Within 30 days |
| Manual request | Response within 30 days |
| Refund credit | 5-10 business days (card), 30 days (bank account) |
| Request deadline | Within 12 months of travel |
Refund for unused tickets
Flex fare
- Free change up to 3 minutes before departure
- Refund with 20% deduction
Economy fare
- Change with penalty (fare difference + supplement)
- No refund available
Low Cost fare
- Non-refundable and non-changeable
- Exception: train cancellation by Italo
Passenger rights (EU Regulation)
EU Regulation 2021/782 guarantees minimum rights for all rail passengers in Europe:
- Delay >= 60 min: compensation of 25% of the ticket price
- Delay >= 120 min: compensation of 50%
- Assistance: meals and drinks in case of significant delay
- Accommodation: if overnight stay is needed due to delay
- Alternative transport: in case of cancellation
Italo cannot exclude these rights even in cases of "force majeure" for delays exceeding 60 minutes (unlike the previous regulation that allowed exceptions).
Check your train's delay
Before requesting a refund, verify the actual arrival delay of your train on Treniamo:
- Search for your train on the search page
- Check Italo statistics for overall punctuality
- Check cancelled trains today for cancellations
Frequently asked questions
Is compensation automatic?
Yes, for delays >= 60 minutes Italo automatically credits compensation. For monetary refunds, you need to make a manual request.
Can I request a monetary refund instead of credit?
Yes, through the "My trips" section you can request a refund to your original payment method instead of Italo credit.
Does the refund apply to tickets bought through agencies?
Yes, but the request must be made through the agency where you purchased the ticket.
What happens if I miss a connection because of Italo's delay?
If an Italo delay causes you to miss a connection with another Italo train on the same booking, you're entitled to rebooking or a refund for the entire journey.