Your rights in case of delay
EU Regulation 2021/782 protects rail passengers. If your train arrives with a significant delay, you're entitled to a partial refund.
Trenitalia refund table
Frecce (Frecciarossa, Frecciargento, Frecciabianca)
- 30-59 minute delay: 25% bonus on the ticket price, to spend on a new ticket within 12 months (not cumulative with compensation)
- 60-119 minute delay: 25% of ticket price
- 120+ minute delay: 50% of ticket price
Intercity and Intercity Notte
- 60-119 minute delay: 25% of ticket price
- 120+ minute delay: 50% of ticket price
Regional trains
Only for single tickets at fare 39 and 39/AS and mixed global tickets:
- 60-119 minute delay: 25% of the price (tickets of at least 16 euro)
- 120+ minute delay: 50% of the price (tickets of at least 8 euro)
Italo refund table
- 60-119 minute delay: 25% of ticket price
- 120+ minute delay: 50% of ticket price
Compensation is paid on request and is not due when the delay is caused by factors outside Italo's control (for example extreme weather). Italo's published conditions list no other thresholds.
How to claim from Trenitalia
For Frecce, Intercity and Intercity Notte with a ticketless booking you can use:
1. Trenitalia website: the web form or the "Richiedi Indennizzo" function
2. Trenitalia app: not available for bookings tied to Carnet, season tickets and Passes
3. Smart Refund or Refund
4. Trenitalia call center
For any ticket you can also go to a ticket office or the agency that issued the ticket, or write to Trenitalia S.p.A., Ufficio Reclami e Rimborsi, Piazza della Croce Rossa 1, 00161 Rome. For delays of at least 60 minutes you can also use the common European form.
For regional trains with a Biglietto Digitale Regionale, compensation, where it applies, is paid automatically to the card used for the purchase. In other cases you fill in the web or paper form (ticket office or website) and post it to the Regional or Provincial Directorate for the destination, with the original validated ticket.
Timeframe: claim within 1 year of the journey. The Italian Trenitalia site gives no payment deadline. For delays over 59 minutes you can choose a bonus, a cash refund (if you paid cash) or a credit back to your card.
(Source: trenitalia.com, delay compensation page, checked 26 Oct 2026.)
How to claim from Italo
Italo lists one channel for complaints and compensation requests.
1. Online form: italotreno.com, Complaints page
2. Registered letter: to Italo - Nuovo Trasporto Viaggiatori S.p.A., Via Casilina 1, 00182 Rome, marked "All'attenzione del Reparto Gestione Reclami"
You need: your name and contacts, date, time, origin and destination, booking code or ticket number, and a description of the problem. You can also ask for a delay certificate. The 892020 number is paid pre-sales assistance, not a complaints channel.
Timeframe: Italo publishes no claim or reply deadline. The EU regulation provides payment within one month of the claim.
(Source: italotreno.com, complaints page, checked 26 Oct 2026.)
What to do if your train is cancelled
In case of cancellation you're entitled to:
- Full refund: of unused ticket
- Re-routing: on another train at no extra cost
- Assistance: meals and refreshments proportionate to the waiting time, if you would arrive at your destination more than 60 minutes late
- Accommodation: a hotel or other lodging, with transport to and from the station, if you must stay overnight and where physically possible
The same right to meals applies to a delay of 60 minutes or more at departure or arrival. (Source: [Your Europe, rail passenger rights](https://europa.eu/youreurope/citizens/travel/passenger-rights/rail/index_en.htm), read 26 Oct 2026.)
How to document the delay
To facilitate your refund claim:
1. Keep your ticket (paper or electronic)
2. Photograph displays showing the delay
3. Note the actual arrival time
4. Use Treniamo to verify and document delays in real-time
Monitor delays with Treniamo
On Treniamo you can:
- Check the **real-time status** of your train
- View **punctuality statistics** for your route
- Receive delay updates
Special cases
Season ticket
Refunds for delays on season tickets follow specific rules. Contact customer service.
Discounted ticket
Refund is calculated on the price actually paid.
Strike delay
In case of strikes your rights depend on the case (cancellation or delay). Check the carrier's conditions on its website.