Source: https://www.italotreno.it/en/support-contacts/claim
Timestamp: 2020-08-07 03:58:23
Document Index: 60345443

Matched Legal Cases: ['art. 29', 'art.10', 'art. 18', 'art. 26', 'art. 9', 'art. 13', 'art. 28', 'art. 5', 'art.8', 'art. 26', 'art.13']

Claim form - Italotreno.it
Use the form to submit us a claim by providing all the requested data
- On board Italo Self Service Ticket Machines General Information Travel informations Conversion of Italo credit to cash Loyalty programme Ticket Purchase Refunds Train delays or cancellation Special services on board Italo Website and App
-Accredito o decurtazione puntiDebited without PNR (ticket code)Assistance for passengers with disabilities or reduced mobility (artt.19-25-1371/2007)Borsellino Italo (registered customer)Cancellation not requestedDerogation and restrictive clauses in the transport contract Compensation voucher / Credito Italo (not - registered customer)Italo Credit / Voucher (not registered customer)Passengers’ rights (art. 29 - 1371/2007)Same ticket purchased twiceHealth EmergencyTicket issueReward ticket issueTicket issue or amendmentAccredito o decurtazione puntiTravel and booking information (art.10 - 1371/2007)Compensation for delayItalo JuniorOmission of assistance for traveller (art. 18 - 1371/2007)Lack of informationPersonal safety measures for passengers (art. 26 - 1371/2007)Ticket purchase process (art. 9 - 1371/2007)Advance payments in the event of death or injury (art. 13 -1371/2007)Service Quality standards (art. 28 - 1371/2007)Change dispensedRefund for a delay or cancellationPenaltiesRefund RequestTransporting bicycles (art. 5 1371/2007)Train delayed / missed connection with an Italo train or busCancelled train
Fill in the following fields to send your claim:
-Reclamo Accredito o decurtazione puntiNo service available at station or service too slowBank transfer not receivedCheque not receivedIncorrect amount receivedTicket cancellation not requestedBank transfer not receivedCheque not receivedIncorrect amount receivedRefund with voucherPayment taken but no ticket issuedPoints debited but no ticket issuedPayment taken but amendment not madeCompensation not receivedNo service available at stationNo onboard assistanceMaterial assistanceInformation assistanceDelay certificateInformation art.8 Regulation(EC)1371/2007Change not givenIncorrect changeRefund not receivedPenalty for ticket cancelled without my knowledgePenalty for ticket not recognised by onboard staffPenalty for not being able to pay on boardRefund for Economy ticket not receivedRefund for Flex ticket not receivedRefund not receivedLat or non-existent communication about the delayMissed connection with Italo train or busAlternative travel solution offered was not satisfactoryAlternative travel solution offered was not satisfactoryLat or non-existent communication about cancelled train
- Acciaroli Agropoli Ancona Bergamo Bergamo Fiera Bologna Bolzano Brescia Canazei Caserta Capriate A4 Carpi Castellabate Cavalese Conegliano Contursi Terme Cortina Cosenza Courmayeur Cremona Desenzano Ferrandina Ferrara Firenze SMN Frascineto Lamezia Terme C Lauria Galdo Longarone Mantova Marina di Camerota Matera Milan Milan Rho Fiera Milan Rogoredo Milan (All) Modena Naples Afragola Naples Orio al Serio Padua Parma Parma Fiera Parma Nord Padula/Teggiano Paestum Palinuro Paola Peaio Peschiera Piacenza Picerno Policastro Polla/Pertosa Pordenone Potenza Pozza di Fassa Predazzo Reggio Calabria Reggio Emilia AV Riccione Rimini Rome Termini Rome Tiburtina Paola Pesaro Rosarno Rovereto Rovigo Rome (All) S. Vito Cadore Sala Consilina Salerno Sapri Sorrento Conegliano Pordenone Taranto Turin P.Nuova Turin P.Susa Trento Treviso Vallo/Ascea Vallo della Lucania Venice Mestre Venice S.Lucia Verona P.Nuova Vibonati Villammare Vicenza Vigo di Fassa Villa San Giovanni Udine
- 8900 8903 8904 8905 8906 8907 8908 8909 8910 8911 8912 8913 8914 8915 8916 8917 8918 8919 8920 8921 8922 8925 8932 8933 8934 8935 8936 8937 8938 8939 8951 8953 8954 8956 8959 8960 8963 8966 8967 8968 8970 8971 8972 8973 8974 8976 8977 8981 8982 8983 8986 8988 8990 8991 8995 8996 8997 8998 8999 9900 9903 9904 9907 9908 9911 9912 9913 9915 9919 9923 9924 9927 9928 9931 9932 9935 9936 9939 9940 9941 9943 9944 9946 9948 9952 9955 9956 9957 9959 9960 9961 9963 9964 9966 9967 9968 9969 9970 9971 9972 9973 9974 9975 9976 9977 9978 9979 9980 9981 9982 9983 9984 9985 9986 9987 9988 9989 9990 9991 9992 9993 9994 9995 9996 9997 1010 1011 1012 1013 1020 1021 1022 1023 1024 1025 1026 1027 1028 1029 1310 1311 1312 1313 1321 1322 1323 1324 1330 1331 1332 1333 1334 1335 1340 1341 1342 1343 1632 1635 35900 35901 35904 35906 35907 35918 35919 35920 35921 35922 35923 35924 35925 35926 35927 35928 35929 35930 35931 35932 35933 35934 35935 35936 35937 35938 35939 35940 35941 35943 35945 35946 35947 35948 35949 35950 35951 35952 35953 35954 35955 35980 altro
Commercial invoice nr. (only for Paypal orders)
- Credit Card Paypal Cash Bancomat Prepaid card PNR Shell
Transaction code (only for Paypal orders)
Card Type (only payment by credit card)
- Visa MasterCard American Expresss
Card number provide the last 4 digits of the credit card, es. XXXX XXXX XXXX 5678
Ticket purchased by
- Desktop Portal Mobile Portal APP Android Self Service Ticket Machines On board
If you used a credit card to make your payment, please attach a scan of your card statement, removing any sensitive details and highlighting only the transaction in question.
Incorrect ticket code
Correct ticket code
Total amount of the ticket
Amount inserted
Ticket machine number
The ID number of the ticket machine can be found on the top right of the machine.
Change amount not received
Please provide proof of your purchase. We kindly ask that you remove any sensitive or personal information which is not relevant to your claim.
Penalty notice code
Please include the reference number which you will find on the penalty form sent to you.
- ID card Passport Driver's license
ID card Release date
ID card issuing entity
Attach a copy of your paper claim form and, if applicable, of the ticket purchased on board.
Italo Code inserted
Promocode inserted
Date you requested to convert credit to a cash equivalent.
We are unable to accept a claim until at least 30 days have passed since the original request was made.
Train number / Connecting bus
Claims may take up to 30 days to process. We kindly ask you to contact us only after that period has elapsed.
Fill in the following fields to request refund:
CAUTION: In case of requests for multiple journeys, it is necessary to open a different ticket for each journey, indicating the specific train number in each.
(If you're a member of our Loyalty Programme)
By clicking on PROCEED I acknowledge that I have read the privacy policy and accept its terms.
We kindly ask that you double check that all the information you have entered is correct before submitting your claim.
Customer Code -
Name and Surname -
Departure station -
Arrival station -
Train number -
Ticket code -
Purchase date -
Incorrect ticket code -
Ticket purchased by -
Correct ticket code -
Commercial invoice nr. -
Transaction code -
Card Type -
Payment ID -
Total amount of the ticket -
Purchase hour -
Amount inserted -
Ticket machine number -
Change amount not received -
Penalty notice code -
Amount to be paid -
Fiscal Code -
Type of document -
Id card number -
ID card Release date -
ID card Expiration date -
ID card issuing entity -
Used points -
Italo Code inserted -
Promocode inserted -
Not received amount -
Date you requested to convert credit to a cash equivalent. -
Train number / Connecting bus -
Refund request Date -
CLAIM CONFIRM
We have received your request. You will shortly receive an email from Italo Assistance summarising the details.
Please note that if it contains missing or incorrect data we will be unable to process your request. You can monitor the status of your claim by calling Italo Assistance on 892020 (or, if you are calling from abroad +39 06 89 37 18 92) or by going to the Check Claim Status page.
We encountered an error.
Il Codice Biglietto inserito è inesistente
Il Codice Cliente inserito è inesistente o non è associato all’indirizzo mail da te inserito
Il tuo reclamo non può essere inoltrato. Sui nostri sistemi è presente un reclamo in lavorazione con le stesse caratteristiche da te inserite. Prima di inoltrare una nuova richiesta ti preghiamo di attendere la lavorazione del suddetto reclamo, che sarà completata entro il termine massimo di 30 giorni. Per maggiori informazioni sulla gestione del tuo reclamo contatta Italo Assistenza al numero 892020, info e costi su italotreno.it
Please call our team on 892020 (or, if you are calling from abroad +39 06 89371892) to resolve your problem.
Italo’s transportation contract does not include derogation clauses laid down by the European Regulation (EC) no.1371/2007
CHECK TRANSPORTATIONS CONDITIONS
All train passengers are entitled to the following basic rights.
Passengers must be informed in a clear and accessible manner:
• before travelling, particularly as regards conditions pertaining to the contract, timetable and costs;
• during the trip, particularly as regards delays or disruptions/cancellations of service;
• on procedures related to presenting claims.
In the event of a delay causing arrival at final destination over 60 minutes later than scheduled, the passenger can opt for:
• full reimbursement of the ticket cost for the part of the journey not completed; or
• continuation of the journey, or an alternative journey route in similar transport conditions, to the final destination as soon as possible or on a later date of the passenger’s choice.
In the event of late arrival, the passengers may request:
• reimbursement of 25% of the ticket cost in the case of late arrival between 60 and 119 minutes;
• reimbursement of 50% of the ticket cost in the case of late arrival amounting to 120 minutes or more.
When it may reasonably be predicted that arrival at the final destination will take place 60 minutes or later than the time stated on the ticket, passengers are entitled to:
• receive information on the situation and predicted times of departure/arrival;
• food and beverages according to the length of delay;
• hotel (or other structure) accommodation should the delay result in an overnight stay or longer;
• if the train is stuck on the track - shuttle transfer to the train station, alternative departure point, or final destination of the train service.
ITALO guarantees non-discriminatory travel services. Specifically, passengers with disabilities or reduced mobility may use the Special Assistance call centre - Pronto Italo 060708 - for information, reservation of special assistance services, and ticket sales (no added costs), modification and reimbursement. Information is provided in a clear and accessible manner.
Security, claims and service quality:
• The personal security of passengers is guaranteed on Italo trains and stations in collaboration with the public authorities;
• An efficient claims service is available for use;
• Italo respects the required quality standards laid down for train companies.
CHECK THE TRANSPORTATION CONDITIONS
For information and assistance, the customer may consult: Italo Assistenza 892020 (toll number), Italo ticket office staff in the station, onboard Italo personnel, and the Italo Train website, mobile site and mobile app.
The customer may purchase ITALO tickets from: Pronto Italo 060708, Travel Agencies, station staff/ticket office, Self-service Ticket Machines in the station, and onboard Italo personnel, as well as on the Italo Train website, mobile site and mobile app.
Italo conforms to art. 26 of European Regulation (EC) no. 1371/2007 as regards personal security of passengers. Specifically, the personal security of passengers is guaranteed on Italo trains in collaboration with the public authorities.
CHECK TRANSPORTATION CONDITIONS
CHECK ALL SALES CHANNELS
Italo conforms to art.13 of European Regulation (EC) no. 1371/2007 as regards advance payments in the event of death or injury of the passenger.
Italo maintains services that conform to standards, and each year publishes (together with the annual report) a report on performance in terms of service quality. The reports on service quality are published on the Italian Railway Safety website. The reports are also available on the European Railway Agency website.
The transporting of bicycles on Italo is restricted exclusively to fully closed folding bikes, conforming to luggage transport regulations. Traditional bikes are not allowed on board.