Delays and disruptions are a part of the modern-day travel experience, and Italy’s railways are no exception.
This summer, travellers are more likely to run into problems than usual: Italy’s rail management company has announced major works throughout August which are expected to cause disruption and long delays on some of the country’s busiest routes.
Sure, it’s easy to say “just go with it” when delays and cancellations happen, especially if you’re on vacation – but a late or cancelled train can throw a monkey wrench into your well-oiled plans, as well as strain your pocketbook.
READ ALSO: Passengers in Italy face delays as major rail works announced in August
But if this happens to you, our advice is: don’t get mad. Get compensated.
Here’s what to know about refunds and compensation if your train journey in Italy gets delayed, interrupted or cancelled.
Know your rail rights
Passengers have specific and general rights as set out by Ferrovie dello Stato (RFI), Italy’s state-owned rail management company.
If you’re travelling on Trenitalia’s high-speed Frecce services and your train is delayed by between 30 to 59 minutes, passengers will be granted a voucher “equal to 25 percent of the original ticket price, which can be used within 12 months to purchase a new ticket,” according to Trenitalia’s website.
Suppose a delay exceeds 59 minutes on Frecce, Intercity, Intercity Notte (night) and regional trains. In that case, you are entitled to a compensation equal to 25 percent of the ticket price for a delay of 60 to 119 minutes; or 50 percent of the ticket price for a delay of at least 120 minutes.
The above covers Trenitalia regional transport trains, too.
Extraordinary events
According to Trenitalia, “passengers have the right to be informed of changes to their trip (cancellations, delays and so on) as soon as the information becomes available.”
“In particular cases and depending on the extent of the delay, whilst waiting to continue their journey, passengers are also entitled to food and drink along with hotel (or other) accommodation and transfers.”
In the event of a missed connection or cancellation, if the delay is of a duration of 60 minutes or more, you can opt to continue to your final destination via an alternative route (under similar transport conditions), postpone your journey to another date, or forego the trip entirely and get a refund of your full ticket price.
And if the re-routing is not communicated to you within 100 minutes from the scheduled departure time of the train subject to the delay/cancellation and/or missed connection, you are within your right to organise an alternative itinerary with other transport providers – whether rail, coach or bus – and Trenitalia must reimburse you for the necessary, appropriate, and “reasonable” costs incurred.
The same goes for valid season tickets and travel pass holders.
Watch out for strikes
In the event of a strike (if you wish to cancel the journey), you can request a refund “from the declaration of the strike until the departure of the booked train,” according to Trenitalia.
READ ALSO: The transport strikes to expect in summer 2024
There’s an app for that
When it comes to claiming your refund or compensation, the procedure varies slightly depending on the rail company you’re travelling with.
Passengers travelling with Trenitalia can request a refund at the station, by completing this web form, online at the Customer Area on the official website, or the Trenitalia mobile app.
For Italo high-speed train customers experiencing delays equal to or greater than 60 minutes, partial refunds are automatically issued. See details here.
If you made rail reservations on a third-party booking site, contact the company directly for questions about their refund policy.
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