Italo News

18/05/2020 - 10:00:00

Notice: information regarding Coronavirus COVID-19

Italo, in order to protect its employees and passengers, complies with the provisions issued by the Government with the Prime Ministerial Decree, passengers are informed that:

  • Our train offer will be rescheduled. We therefore ask you to deepen on our website;
  • The "Italo Club" Lounges will be closed;
  • Caring services on board the train will not be provided.
  • 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.

Passengers who cancel their journey to have taken place by June 30th, 2020 will receive a refund, according to the following procedures.

Refund application procedure:
For journeys to and from Lombardy, Veneto and Emilia Romagna, tickets purchased by 2 March 2020 are refundable. For journeys to and from any other area in Italy, tickets purchased by 9 March 2020 (included) are refundable.
In addition, all passengers affected by the modified service due to the public health emergency will be able to apply for a refund as follows:

Customers can apply for a refund of the entire ticket cost in the form of vouchers which may be used to purchase new tickets for travel within one year of the date of issue.

The application must be made directly via the website, using the Claims form, in the Support section at www.italotreno.it/en/refund (available only from desktop site). When completing the form, it is necessary to select the category “Refund for health emergency 2020”. Note: in the event of claims for more than one journey or return ticket journeys with the same ticket code, it is necessary to make an application for each journey, stating the relative train number.
 
Customers can also apply for a refund on the www.italotreno.it/en website according to their established fare conditions. We apologise for any inconvenience, but we are certain that you will understand our efforts to make your journey as safe as possible.

11/06/2020 - 13:00:00

Modified service due to public health emergency

In accordance with the decree-law issued by the Italian government regarding the COVID-19 public health emergency, Italo has significantly modified its service, cancelling many trains and routes until July 1th, 2020.
We therefore ask you to consult the details of our modified service available at the following link and to verify whether your train is confirmed.

If your train has been affected by variations, we ask you to please refer to the dedicated page and view the refund procedure.

The Italo Train + Bus offering is currently under re-scheduling. Return to the page or register for our newsletter to know when it will be available again.

We apologise for any inconvenience and hope to be able to welcome you back on board again soon when we return to normal service!

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.

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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.

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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.
CLAIM FORM