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., Basic, Viva and Primo). While Primo and Viva fares refundable before departure, promotional fares like Basic 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 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.
| Fare Type | Refund Policy | Exchange Policy |
|---|---|---|
| Primo | 100% Refundable (before departure) high speed trains | One change time/date before departure |
| Viva | 100% Refundable (before departure) high speed trains | One change time/date before departure |
| Basic | Non-Refundable | No changes allowed |
| Regional Trains | Non-Refundable | Change time/date day before travel, then time change only day of travel PRIOR to train’s departure |
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: Regardless of fare rules, trains are nonrefundable once the train has departed.
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.
If you arrive at the train station only to find your train has been canceled (because of a strike or otherwise), be prepared with lots of patience. Trenitalia staff should do their best to get you booked on the next available train. If there are no other trains available, you can request a cancellation and strike refund directly at the train station.*
ItaliaRail as agent of the rail company in Italy has no responsibility on delays or cancelations operated by the rail company. You can, if you prefer, wait until you return from your trip to claim your refund to the rail operator.**
Please feel free to contact us directly by email (info@italiarail.com) or phone (1-877-375-7245) if you have any questions.
* Information on whether or not your fare is eligible for cancellation and strike refund prior to the strike date can be found under the fare rules stated for your ticket. It can take many weeks for Trenitalia to respond to a refund request, and they will contact you directly. They do not include ItaliaRail in this process.
** If you wait to process the refund when you return home, it could take upwards of six months to receive your refund. Trenitalia will contact you directly. ItaliaRail has no say, and plays no part, in the decision Trenitalia makes about your refund. The link to the refund request form is: http://reclami-e-suggerimenti.trenitalia.com/Reclami/en/Anagrafica.aspx
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 ItaliaPass and 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.
Changing Reservations
An exchange of date and time is allowed on some fare rules. You only can change your ticket, if the rules of the fare you purchased allow you to change the ticket. Usually the cheaper the ticket the more restrictive it is. Therefore super-economy fares do not allow tickets to be changed or rebooked. Economy tickets allow one change and must be upgraded to a normal or base fare by paying the difference of the higher fare. Normal or base fares allow tickets to be changed. No station changes or substitutions are allowed. No seat changes are allowed.
We can not reduce the number of passengers from a Refundable ticket. This would be considered a cancellation, less the ticket penalty fee, and we would rebook at the current days fare, if a cancellable fare was purchased.
Changes to your Ticket Reservation (PNR) can sometimes result in a fare increase—you will be charged the difference, in addition to any applicable Change Fees.
Please email us at info@italiarail.com or call us toll-free at (833) 482-5421 to speak with a member of our customer service team Please include your Order Number in your email. Our direct local number in Italy is (+39) 06 9763 2451.
In the case of Rail Passes: Passes must be sent back in a trackable manner if refundable. Promotional passes are not refundable as stated at time of purchase.
No Ticket Reservation (PNR) changes are allowed within 24 hours prior to your train’s scheduled Departure time.
Your Ticket Reservation (PNR) is only valid for the Departure and Arrival stations on the ticket. No station changes or substitutions are allowed.
Note: Shipping and handling fees are non-refundable.
You only can cancel your ticket, if the rules of the fare you purchased allow you to cancel the ticket. Usually the cheaper the ticket the more restrictive it is. Therefore super-economy fares do not allow tickets to be cancelled. Economy tickets allow one change, but it cannot be cancelled, and normal or base fares allow tickets to be cancelled with a 20% penalty.
To cancel a ticket, contact info@italiarail.com. Please include your Order Number in your email. You can also call us toll-free at (833) 482-5421 to speak with a member of our customer service team. Our direct local number in Italy is (+39) 06 9763 2451.
The cancellation policy breakdown is as follows:
- Trenitalia charges a 20% penalty
- Thello charges a 10% penalty on Normal/Adult fare
- The Smart fare is non-refundable
- The Go fare carries a 50% penalty and must be made at least three (3) days prior to scheduled travel date
Cancellation requests are subject to a 20% penalty when received 24 hours prior to the train’s departure if the Fare allows it.
Train tickets cancelled within 24 hours of a scheduled departure are non-refundable, or determined by the fare-specific rules.