Italo News

Information on the Milan - Bologna High Speed Line

To all passengers on the Milan - Bologna High Speed Line: from March 2 the rail traffic will return regular.

24/02/2020 - 13:30:00

Notice: information regarding Coronavirus COVID-19

ITALO – Nuovo Trasporto Viaggiatori S.p.A., consistent with the decisions made by the Italian Council of Ministers on 22 February 2020 regarding the containment and management of the COVID-19 epidemiological emergency and in order to increase the safety of travellers and on-board personnel, has adopted the following measures:

  • on-board personnel have been provided with specific instructions as well as protective equipment (masks to be used in specific cases, disposable gloves and hand sanitiser);
  • extraordinary specific cleaning activities are being carried out on board the trains with disinfectant material.

For customers who cancel their journeys, by 1 March 2020, to the areas affected by the epidemiological infection, the following conditions for refunds will apply:
  • Tickets purchased up to 23/02/2020 (included) for journeys from 24/02/2020 to 01/03/2020 (included) are refundable.
  • Refundable routes: all journeys from/to the affected areas of Northern Italy - at the moment, Campania (Salerno and Naples), Lazio (Rome) and Tuscany (Florence) are therefore excluded.


  • Refund application procedure:
    Before the departure time, customers can apply for the entire ticket refund through Vouchers to be used for new ticket purchases for journeys to be completed by 31/07/2020.

    In this case, customers should request a refund by calling +39 060708.
    The voucher will be issued within 30 days from the date of the application.
    Please note that customers can also apply for a refund on the italotreno.it website according to their established fare conditions.

10 rules to prevent Coronavirus COVID-19 infection

The rules below have been developed by the Italian Ministry of Health and the National Institute of Health to prevent the spreading of Coronavirus COVID-19:

  1. Wash your hands often.
  2. Avoid close contact with people suffering from acute respiratory infections.
  3. Do not touch your eyes, nose and mouth with your hands.
  4. Cover your mouth and nose if you cough or sneeze.
  5. Clean surfaces with chlorine- or alcohol-based disinfectants.
  6. Do not take antivirals or antibiotics, unless prescribed by a doctor.
  7. If you suspect you are ill, do not go to A&E: call your doctor and if you believe you may have been infected call 112.
  8. Use a mask only if you believe you are ill or if you are providing assistance to people who are ill.
  9. Products with the MADE IN CHINA label and packages received from China are not dangerous.
  10. Pets do not spread the new coronavirus COVID-19.

Stations in real time

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updated departures and arrivals in live

Running Trains

If you experience a delay of between 60 and 119 minutes Italo will automatically compensate you 25% of your ticket price. If the delay is greater than 120 minutes that compensation will amount to 50% of your fare. You will receive notification of any compensation after seven days and no later than 30 days after the journey in question. You will receive a voucher or, if you are a member of Italo Più, you will be credited via your Borsellino Italo. You will receive an email from Italo confirming the compensation and you can also check the status via the “Support” page of italotreno.it.

MORE INFORMATIONS

Faq

If your train is delayed by more than 60 minutes prior to your scheduled departure, or if it is cancelled, the following rules apply:

You are entitled to a full refund of your ticket for:
- The leg of the journey affected by the delay or cancellation
- The entire journey if you no longer need to reach your final destination. In this case, you can also ask to return to your departure point via the first Italo train available

Where you have a return ticket and the delay or cancellation affects your outward journey you can request a refund for the entire two-way trip or you can also choose to maintain the return leg. If the delay or cancellation affects your return leg you are entitled to a refund only for that journey.

You can choose to complete your journey towards your destination either:
- By means of a service replacement solution if offered, or with the first available Italo train
- By choosing to travel at a later date
If you experience a delay of between 60 and 119 minutes Italo will automatically compensate you 25% of your ticket price.
If the delay is greater than 120 minutes that compensation will amount to 50% of your fare.
You will receive notification of any compensation after seven days and no later than 30 days after the journey in question. You will receive a voucher or, if you are a member of Italo Più, you will be credited via your Borsellino Italo.
You will receive an email from Italo confirming the compensation and you can also check the status via the “Support” page of italotreno.it.
Compensation is automatically paid to you within 30 days.
In order to ensure you receive it as quickly as possible, it will be paid via a voucher, Italo credit or, if you are a member of our Italo Più programme, via your Borsellino Italo. To check if your refund has been paid, simply go to the Self Service area of our website which you’ll find on the Support page. If you have a voucher, click on "Compensation Search" otherwise select "Check Your Italo Credit".
To check if it has been credited to your Borsellino Italo, log in with your user name and password and go to your Account Page.
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