How to submit a claim to Trenitalia

This article is for travellers seeking compensation for delays, cancellations or discomfort during travel (e.g. broken air conditioning) for Trenitalia train tickets in Italy. You will need to submit a claim to the rail operator directly.


Required information

Appropriate form
There are different processes and online forms for high-speed/intercity and regional trains. See the instructions for different train types below . 
Your PNR or ticket number
Your "PNR code" is a 6-character reference that is used by the operator to identify your tickets. For "paperless" tickets, it is the same as your ticket reference. Regional trains don't have a 6-character PNR, but you'll find a longer ticket number on your print-at-home tickets. 
Train number
You can find this in your Rail Europe booking confirmation email e.g. for Frecciarossa #9607 enter 9607. 
Bank details
You'll need an IBAN and BIC/Swift code to receive a bank transfer directly from the rail operator if your claim is approved. You can usually find these on your bank statement but if you aren't sure, please contact your bank.
Receipts for any other expenses incurred (if applicable)
If applicable, you should submit receipts for expenses in accordance with the Conditions of Carriage, e.g. alternative transport/taxi receipt, or a hotel bill if overnight accommodation was necessary. A photo/scan of these documents is acceptable, but we recommend retaining the original copies until your claim is resolved.

Submitting a claim 

Claims can be made via an online form. 

You should also use this process if you have a single ticket covering a high-speed/intercity train plus a regional train.

Online using this Trenitalia Claim Form

Tips for completing the form

  • Country - select "Italia" if an error message for the wrong country is displayed
  • Type of purchase - select "Ticket"
  • Mode of purchase - select "Agency"
  • The customer used a credit card to buy? - select "No", even if you used a credit card to book the ticket on Rail Europe. Only customers who booked with Trenitalia direct should tick "Yes".

Occasionally, the form fails to submit due to technical problems. In these cases, you should report the fault and submit the details of your claim to Trenitalia via the online claims assistance form . You can also submit a complaint directly to the rail operator. It is not usually possible for Rail Europe to assist with claims on behalf of customers, but if you've exhausted all your options and still need help, get in touch and we'll do our best to assist.
The Italian rail operator, Trenitalia, will review each claim and offer reimbursement in accordance with the Conditions of Carriage ( CIV rules). You should receive an automatic reply to confirm that your claim was submitted and expect a response regarding the specifics of your claim/reimbursement within 60 days.

Approved payments will be made via bank transfer directly from the rail operator to the account specified by you on the claim form and a confirmation email will be sent by Trenitalia.