Submitting a claim to Italo

If your Italo train is delayed or cancelled, we can claim a refund on your behalf.  The following guidelines will assist you.

Italo does accept claims for illness, bereavement, or additional costs incurred due to a disruption. You will need to submit a request to Rail Europe support within 45 days of the travel date with the supporting documents.


Required details

Please click "More Help" on the bottom right of your screen and send the following details to us: 

  • Name, surname, email address and phone number.
  • Arrival and departure station.
  • Train number.
  • Ticket code (your paperless reference).
  • Purchase and travel dates .

How will the refund be paid

We will refund you as soon as we receive credit form Italo; usually this is automatic so in general your refund will be very quick. We will credit the card or PayPal account you used to purchase and will send an email confirmation when that's been done. Although the refund is immediate on our part, it usually takes 2 - 3 business days to reach your account.