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.