Ticket Changes, Cancellations & Refunds
How can I get a refund for my ticket?
Refund eligibility depends entirely on the specific fare rule you purchased (e.g., Base, Economy, or Super Economy). While Base fares are typically 80% refundable before departure, promotional fares like Super Economy and Low Cost are strictly non-refundable. Check your confirmation email for your specific fare rules or contact ItaliaRail support with your Order Number to initiate a request.
Which Italian train tickets are refundable?
Most high-speed tickets from Trenitalia (Frecciarossa, Frecciargento) and Italo follow a tiered fare structure. The more flexible the ticket, the higher the price. Promotional tickets offer deep discounts in exchange for waiving refund rights.
| Carrier & Fare Type | Refund Policy | Exchange Policy |
|---|---|---|
| Trenitalia Base | 80% Refundable (before departure) | Unlimited changes before departure |
| Trenitalia Economy | Non-Refundable | Changeable once (fees apply) |
| Trenitalia Super Economy | Non-Refundable | No changes allowed |
| Italo Flex | 80% Refundable (before departure) | Free changes |
| Italo Economy | 40% Refundable | Changeable (20% fee) |
| Italo Low Cost | Non-Refundable | Changeable (50% fee) |
How do I request a refund?
If your fare rules allow for a refund, you must initiate the request before the train departs. Once the train has left the station, most tickets become completely non-refundable.
- Check your Email: Locate your original order confirmation to verify if your ticket says "Refundable" or "Non-Refundable."
- Contact Support: Email info@italiarail.com with your Order Number clearly stated in the subject line.
- Call Customer Service: You can reach the ItaliaRail support team toll-free at (833) 482-5421.
- Processing Time: Refunds are processed back to the original form of payment. Allow standard bank processing times for the funds to appear.
Important Cancellation Restrictions
Departed Trains: Refund requests made after the scheduled departure time are almost always rejected by Trenitalia and Italo.
Strike Refunds: If your train is cancelled due to a rail strike, you are legally entitled to a full refund regardless of your ticket type. Contact support immediately if this affects your trip.
What happens if my Italian train is canceled?
If your Trenitalia train is canceled by the operator, you are legally entitled to either a full refund or rebooking on the next available train. If you purchased your tickets through ItaliaRail, we can process your refund claim immediately, often avoiding the 6-month wait times associated with filing directly through the rail carrier.
Immediate Steps at the Train Station
If you are at the station when the cancellation occurs (due to a strike, technical issue, or other disruption):
- Speak to Staff: Locate Trenitalia personnel immediately. They are required to assist you in booking a seat on the next guaranteed train to your destination.
- Check Boards: Look for "Cancellato" (Canceled) or "Soppresso" (Suppressed) on the departure boards.
- Alternative Transport: If no trains are running, the rail line is often required to provide alternative transportation (such as buses), though this is not always guaranteed during general strikes.
How to Claim Your Refund
If you cannot be rebooked or choose not to travel due to the cancellation, the refund process depends on where you bought your ticket.
| Feature | Filing with ItaliaRail | Filing with Trenitalia Directly |
|---|---|---|
| Processing Time | Immediate processing upon form completion | Up to 6 months |
| Language Support | English-speaking agents | Italian (primarily) |
| Action Required | Email info@italiarail.com | File formal claim via Trenitalia website |
For ItaliaRail Customers
We act as your advocate to expedite the process. Contact our Traveler Experience agents at info@italiarail.com to request a refund authorization form. Once you sign and return this form, we will process your refund immediately.
For Non-ItaliaRail Customers
If you purchased directly from the carrier, you must file a claim through the Trenitalia complaints portal. Be aware that during high-volume periods (like strikes), response times can be significant.
Important Refund Warning
Do not file a claim with both ItaliaRail and Trenitalia simultaneously. If you choose to process the refund directly with Trenitalia, ItaliaRail no longer has the authority to intervene or speed up the process. The carrier's decision and timeline (up to 6 months) will be final.
Does ItaliaRail offer extra protection?
Yes. If you purchased RailAid trip protection with your booking, you may be eligible for additional coverage beyond the standard ticket refund.
- High-Speed Guarantee: 100% refund on cancellations for high-speed trains if purchased within the last 48 hours.
- Strike Assistance: Dedicated support for navigating disruptions caused by industrial action.
Please contact strikehelp@italiarail.com if you have RailAid and your travel was affected by a strike.
Your Ticket Reservation (PNR) is only valid for the Departure and Arrival stations on the ticket and the train number stated in the e-ticket.
No station changes or substitutions are allowed.
The ItaliaPass has a no questions asked guarantee and 100% refund policy - we encourage you to activate it and use it, and if you don't feel you will be able to get value out of your ItaliaPass Membership we are happy to issue you a full refund. Just please send us an email at any time to info@italiarail.com with the request and we will issue the refund for you.
Alternatively you can use and save hundreds and if you do not find it was worth it, we will refund it to you as well. You should visit our ItaliaPass VIP Lounge located at Rome Termini Station, by platform 25 and rest, refresh and relax.
Start by going to www.italiapass.com/showlogin ... once there you can browse our amazing Italian guides for your trip planning and book with exclusive discounts in all our travel products such as excursions, things to do in Italy, hotels, transfers, car rental offers, train links as well as some restaurant and shop discounts. You can find links to other benefits like the Newsletter.
How do I change my ItaliaRail ticket or reservation?
Ticket changes depend entirely on the specific fare class you purchased (Super Economy, Economy, or Base). To request a change, you must contact ItaliaRail customer service at info@italiarail.com or call (833) 482-5421. Please have your Order Number ready. Note that station and seat changes are strictly prohibited on all tickets.
Fare Rules for Date & Time Changes
The ability to change your reservation is dictated by the flexibility of the fare you selected at checkout. More restrictive fares (like Super Economy) offer lower prices in exchange for zero flexibility.
| Fare Type | Change Policy | Conditions |
|---|---|---|
| Super Economy | Not Allowed | Tickets cannot be changed, rebooked, or refunded under any circumstances. |
| Economy | One Change Allowed | You may change the date/time once. You must upgrade to the "Base" fare price and pay the difference. |
| Base / Normal | Allowed | Date and time changes are permitted. Fare difference may apply if the new ticket is more expensive. |
Critical Restrictions & Penalties
- No Station Changes: Your PNR is valid only for the specific departure and arrival stations listed on your e-ticket. You cannot switch stations.
- No Seat Changes: Assigned seats cannot be modified.
- 24-Hour Cutoff: No changes are allowed within 24 hours of your train's scheduled departure time.
- Passenger Reduction: We cannot remove a single passenger from a group booking. This counts as a cancellation (subject to penalty fees) and requires rebooking the remaining passengers at the current day's fare.
Rail Pass Changes
- Refundable Passes: Must be sent back to ItaliaRail via trackable shipping to be processed.
- Promotional Passes: These are strictly non-refundable as stated at the time of purchase.
- Shipping Fees: Handling and shipping fees are never refundable.
Contacting Customer Service
If your fare rules allow for a change, please contact us with your Order Number ready.
- Email: info@italiarail.com
- US Toll-Free: (833) 482-5421
- Italy Direct: (+39) 06 9763 2451
How can I cancel my ItaliaRail ticket?
Cancellation eligibility depends entirely on the specific fare rules of your ticket. Super Economy and Economy tickets are generally non-refundable. Base fares can usually be cancelled for a refund, subject to a 20% penalty fee deducted by the rail carrier.
Because ItaliaRail acts as an agency for Trenitalia and other carriers, all cancellations are subject to the strict fare conditions set by the train operator. If your fare allows for a refund, you must initiate the cancellation request through ItaliaRail Customer Service before your train departs.
Refund Policies by Fare Type
The following rules apply to the most common Trenitalia ticket types sold on ItaliaRail:
| Fare Type | Refund Eligibility | Penalties & Notes |
|---|---|---|
| Base / Normal | Refundable | Subject to a 20% penalty fee. Must be cancelled before departure. |
| Economy | Non-Refundable | Cannot be cancelled. Allows for a one-time date/time change (paying the price difference). |
| Super Economy | Non-Refundable | No cancellations or changes permitted. |
| Young / Senior | Varies | Often refundable with a 20% penalty (similar to Base), but specific terms vary by route. |
| International (EuroCity) | Restricted | Rules vary widely. Smart/Mini fares are non-refundable. Adult/Standard fares often have partial penalties. |
How to Request a Cancellation
To process a cancellation, you must contact the ItaliaRail customer service team directly. Please have your Order Number ready.
- Email: Send your request to info@italiarail.com.
- Phone (Toll-Free US): Call (833) 482-5421.
- Phone (Italy): Call (+39) 06 9763 2451.
Important Timing Rule
Cancellation requests should be submitted at least 24 hours prior to your train's scheduled departure. Requests received within 24 hours of departure may not be processed in time to meet Trenitalia's strict deadlines, potentially resulting in a total loss of the ticket value.
Note: ItaliaRail acts as an agent for Trenitalia. All refunds are issued based on the "Conditions of Carriage" set by the rail operator. Refunds typically take several weeks to process back to your original payment method.