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 up to 48-hours 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 (up to 48-hours before departure) high speed trains | One change time/date up to two-hours before departure |
| Viva | 100% Refundable (up to 48-hours before departure) high speed trains | One change time/date up to two-hours 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 based on the above table. 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.