Italo Treno
Reviews and Complaints

Dear Italo Company.

My family had a passage Rome-Firenze and Firenze-Rome both at 22/07/2019 cancelled by technical problems in Firenze Station. The Italo Office at Termini Station in Rome gave us a credit in total of 269, 40 euros according to the document annexed at this email. They gave us all the information to ask for the money back as soon as we returned to Brazil.

Now, we are sending this email ([protected]@gmail.com) with all information necessary to do this refund to our banking account as soon as possible.
Please see my e-mail.
Ticket Number: S6S6WV PAULA ABRANTES

Thank you
Best Regards

I booked the express train from Roma Termini to Central Naples.

It was from 9:21 - 10:33. It was delayed 95 minutes.

I paid 120 Euro for my wife and me and we expected to arrive much sooner. Because of the delay, we missed our appointment in Naples and delayed our trip to Pompeii.

Extremely disappointing and unacceptable for the cost. We would like something to be done about this.

Dear Sir,

We have written so many email to your customer service department and refund department for refund because of visa refusal even we have already enclosed all supporting documents (visa refusal paper from embassy, passport copy, visa paid receipts, all other reservation). We made reservation in Italio Train for our client and paid through our credit card but we are not getting any satisfactory reply from your side. Earlier, we use italia rail but someone suggested us yours and we tried accordingly. This is the genuine case where we are asking for refund.

We can only request you for this again because this is genuine visa refusal case.

Rememberable Holidays

I boarded the train from Rome Termini to Venezia Mestre on the 8914 train (ticket BE9RWK) on 18/06/2019 and forgot 2 suitcases on the train. Contacted the company less than 5 minutes after getting off the train and have no answer about what happened to my luggage. This is extremely disrespectful to the customers as I was still in the same city as the train and NOTHING was done to solve the problem!

PLease be so kind to check my attached photo of the claim.

It seems tat a woman trying to sell goods on the train also has stolen my
luggage. Please check your cameras in order to see that woman.

Attn : To whom it may concerned
Dear sirs,
We have been stolen our one of lugguages, the black color bag during sitting on your train from
Florence to Rome as per the attached ticket below.
ใส่ตั๋วให้เขาดู
Please check the camera on that date.
We chose your train and pay more since we rely on your good service that's s why we put the
luggage together at the place where can lay the luggage and then sit down on the chair. I think there
is someone get on the train and steal our black bag
since we saw one woman come on the train try to beg and try to sell something.
Please check your camera and follow up this issue and send feedback to us.
Hope to see your hospitality in urgent.
Thank You.

My email is [protected]@gmail.com
my phone number +[protected]

Awaiting for your answer
Ms KAmontip Napanopparatkaew

In March I tried to contact italo to conceal a ticket. After days of trying to find a contact in the US, email or some other method I did use their complaint site. They gave me an overseas number. I asked if they had a number I could call and not be charged for an international call. Their response was that this number would not cost me from the US. I recently received my phone bill and see I was charged $15 for that call. I was misinformed and feel I should be reimbursed for that amount.

Dear Sir

I visited ITALY from 12 to 18 February this year. I bought return italo train ticket to Rome from Milan central station. The italo ticketing guide helped me getting ticket from E machine and he gave a wrong date for return which was 13 April 2019. I tried to get this corrected but he mentioned to do it from Rome as i have train to travel immediately. i tried to fix it at rome station but they said to do it from cental station milano.

My request is; i bought a new ticket to travel from Rome to milan. though i had ticket but they refused to change it or return it. My ticket has following details;

i was a traveler and its not a good way to behave with guest. how can i have a ticket where i had visa for only 10 days i had to exit from Italy by 21 February 2019. please make necessary arrangements to refund me my ticket.

thanks

It happened today, 11/11/2018, at Milano Centrale and arriving in Roma Termini, my code was CD7L4X, my train number was 9977, and it was supposed to leave the station at 13:15, where I arrived 10 minutes prior due some emergency problems, however, when I arrived, the train had already departed, leaving me walking around the station without knowing what to do. I finally got ahold of a Italo booth, precisely at 13:15, and in front of me, was another customer completely mad and outraged because it had happened the same thing, we were both on time, but the train had left before. He was Italian, so the language barrier was not a problem, he had an argument, but unfortunately I don't know what happened since he left to argue in the ticket office. I was only able to buy a new ticket that costed me an extra 90€ because they had no more economy seats available. I would very much like a refund, I could not afford to come back the next day due to some appointments in Roma, and because the tickets were just as pricy. When i had my train in Roma, there was a 15 minute delay, which doesn't make sense to leave the station 10 minutes before departure time.

I accidently booked a train by mistake not realising I had already booked it previously with another booking system within minutes of booking and realising what id done I have spent the 4 hours trying to cancel a transaction that is only 4 hours old and noone is willing to stop the transaction I need the credit card charge reversed and the tickets cancelled

Here in Florence waiting on a train to go to Rome when I left Milan yesterday I was told my ticket can change but now was told ticket can't change. Ask for club pass was fail to be told that I can only access lounge until 3 hours prior Ask for a supervisor and every work all of sudddn became supervisor ask for the manager and got the same thing. Customer service rep refuse to listen to anything I had to say beside telling me I will have to leave the lounge if I keep complaining. Not to mention monitors at seat didn't work.Horrible customer service. Will never recommend

I am writing to complain about a delay on the date and train specified on the subject. I am absolutely shocked that I still haven't got my refund and only an confusing email mentioning a voucher which is not what I was promised on that day. I was promised a full refund in cash. to make matters worse, I tried to open a claim on your website and it does not allow me to input the correct date. It only gave August as option. I Kindly ask you to help me to get my refund as promised. My tkt code number is Z7PBYS .
Can you please contact me and help me to open a claim as well as get my full refund.
Regards
Natalia

I am a tourist heading from Firenze to MI Centrale on 31 Jul 2018, 8.25am. Taking Italo train 9904. I went to Firenze station Italo counter to get some information and the lady at the counter point at me and say "No!". I went ahead to say i want to ask info about your train, without looking at me she say "No!" again. I am really pissed and turn off by the service Italo staff is giving. Will not ever take Italo train again. When I need info about my train and yet Italo counter itself shook me off! Worst train service I every met!

We travel to Venice from Bologna. Our booking code is Z6D3HF.

The train arrived and we see that there is no Wagon 8 with seats 10, 11, 12 &13

We got on Wagon 7 and asked the train conductor to help. He allocate seats 1, 2, 3&4.

The was people sitting in seats 1&2. We had to stand arround in the train while two of us sit in seats 3&4.

Im very unhappy about this matter. I demand a refund because I paid and did not even get seats to sit on.

Please come back to me asap. Im so unhappy and this is very bad service.

I bought a ticket from rome to florence one week before my travel time and on the day I arrived 30 minutes before departure time at tiburtina station in Rome. Nobody was there to help. All the I formation stalls were empty. Absolutely no one spoke English. It was a nighmare to find the platform and where to go finally a security guy sent us to a wrong platform and by the time I arrived at the right platform it was 8:55 sharp which was the departure time on my ticket but the train just left in front of my eyes! I finally found a Italo desk and the girl behind the desk was extremely rude and told me it is mentioned in the site when you buy the ticket that the train departs 3 minutes before the departure time! I asked her to show it to me she spent literally 30 minutes searching the internet (there was a huge line of people behind me as I refused to drop the case) at the end she said I found it but it's in italian. Tada! I speak italian :) but again she refused to show me. At the end I had to spend 70 € for a last minute ticket. Does anyone know how I can arrange a complaint? In their website there's nothing about complaints!

On 01/3/18 We travelled by 8943 Italo from Firenze Santa Maria Novella at 8:52 the morning and arrival time 10:20 our flight was at 13:20 .The train came at Firenze with 25 minutes delay after that in the train the told us that we had to go to Arezzo to pick up passengers from another Italo train that was blocked about 10 klm outside Arezzo!We were waiting at Arezzo about one hour and finally we arrived at Roma Term ini at 12:50 so finally we lost our flight to Thessaloniki and we had new tickets and of course more expensive .Also when we arrived at Roma Termini on the board was writing that the train had 90 minutes Delay!I have all the documents and receipts and we demand a refund of all the damage because there was not a weather problem !Argiris Krokos Greece

we were travelling from Venice to Rome jn july 31st and had more than a one hour delay on the way. we were said to get a refund after, but no one comunicated how. i've tried to reach Italo but they are ignoring my messages on facebook and emails. This is not acceptable and as i see here there are a lot of complaints. i guess that all of the service in italy is really [censor], so be prepared.

On 27 May I purchased 4 tickets from the ticket booth of Italo Treno at Santa Lucia station from Santa Lucia to Padova for Euro 80. We were unable to travel due to flight changes so went into the Italo Treno office at the Santa Lucia Station on 28/5 and a lady guided me on the computer to receive a refund of Euro 63.20 as they took a percentage off the amount for the refund. We were told about 4 to 6 weeks into the bank account. It is now mid-August and nothing has been refunded.
I just cannot get through to their Assistenza No.[protected] as it is constantly engaged for a week at all times. Finally I managed to contact Roberto at Pronto Italo who guided me through their website and got the following information. However, he could not tell me WHY the refund was no in my account. Who do I contact for this balance of Euro 63.05 as it is long outstanding. I anyone can assist I would be most appreciative. Here is the information..

Summary
Italo CreditTB6PKD

Date Type Amount Reference Code
27-May-2017 Credit 63.20 € TB6PKD
28-May-2017 Debit -63.20 € Y6Y3UF

I was travelling from Rome to Milan on 20 May- via train number 9914. I was accompanied by my wife and my 2 year old son.
As you know with a two year old kid he was singing his nursery rhymes and giggling on train .
Suddenly a passenger came up and said something very rudely in Italian to my wife. What I could figure out from his English was that he wanted a 2 year old kid to be kept shut because his sleep was getting hampered. Not sure if somebody can do that in a train. And he was very rude and abusive to my wife.
The train manager intervened and instead of saying that particular passenger anything he rudely told my wife to stand in the corridor of the train with the child. When we tried to reason with him he threatened my by saying ' You are not realizing who is the chief of the train and if you dont listen to me I will throw you out of this train.' But he never said anything to that passenger for his rude and abusive behaviour.
At the end I was forced by the train staffs to stand in the corridor of the for one hour with a 2 year old kid.
I think that the action of the train manager was unfair and since we are brown people might be racist as well
I demand proper explanation and compensation for this incident
Regards
Sourav Chatterjee

Almost 5 months now have been passed, since the case below happened! Instead of answering me, you prefer to block my access to your page. What kind of lame company is that?

Customer service is worthless and useless!

Never travel with this horrible company if you want to avoid headaches!

Pay the money you owe me!

What happened:

I bought a return ticket to napoli from milano rogoredo, outward journey: 20th of march of 2015 and return journey: 23th of march of 2015, according to the attached file.

On the return journey, due to a problem with another train at the station milano rogoredo, we had a delay of 2 hours in our arrival. The train was supposed to arrive at 22:56 at the station, but arrived at almost 1 am of the next day! I was staying in pavia and, therefore, due to the delay, lost all the trains from milano rogoredo to pavia and as Ítalo didn't offer me any cover for any expenses and i couldn't afford a taxi, i had to sleep at the station!

Anyway, i was told by an attendant in the train that, due to the delay, i am entitled to a refund, but because i don't live in italy, a new ticket or discount voucher are not useful for me, and because i was leaving the country on the next day after this rather disrespectful event, couldn't get a refund in cash.

So, the attendant in the train suggested to me to send this message to you and ask you for a refund in my credit card used for the purchase. Could you, please, make the refund to me in this way?

I already sent this request to you about 5 weeks ago through the contact section of italo treno website, but although you promise you reply your customers in maximum 24 hours, i still haven't received any reply!

I complaint in april, they promised me to return my money in may and until now i haven't got the money! Liars! Because of a few euros, you're screwing your image.

I ordered ticket and hotel from the website www.italotreno.it. I was so disappointed, because after several hours I got nothing from them. I waited for the confirmation email or the tracking number, but this scammer didn’t provide any info about my order. I sent multiple emails and asked about the status of my order, but no response. Please, if someone here had the same experience, can you help to return money back?