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How to lodge a complaint
You can submit a complaint, in Italian or in English, using:
You may also submit a complaint in writing without using the form, by registered mail with return receipt to the aforementioned addresses or through Trenitalia’s customer contact channels, provided it contains the following minimum requirements:
Trenitalia provides a reasoned reply to complaints, indicating whether the complaint has been accepted or rejected, within 30 days or, in justified cases, informs the passenger that he or she shall receive a reply within 90 days from the date of receipt of the complaint.
A complaint is considered to have been received:
In the event you receive a reply from Trenitalia between 91 and 120 days from receipt of the complaint, you are entitled to automatic compensation equal to 10% of the ticket price.
In the event you receive no reply from Trenitalia within 120 days from receipt of the complaint, you are entitled to automatic compensation equal to 20% of the ticket price.
With regard to complaints relating to season tickets, the compensation to be paid, should the response to the complaint be provided after 90 days from receipt of the same by Trenitalia, has been established as a fixed amount equal to:
Compensation shall be paid through a voucher that can be used within twelve months from the date of issue, for the purchase of travel tickets for Trenitalia services.
In any event, compensation for late reply shall not be recognised if:
30 days after Trenitalia’s receipt of a complaint relating to journeys with departure and destination within Italy on Trenitalia trains, you can resort to the Conciliation process if you have not received a reply or if you believe that the reply is not satisfactory.
Only after first submitting a complaint to Trenitalia, can you forward your complaint to the Italian Transport Regulatory Authority (ART: Autorità di Regolazione dei Trasporti) through their Telematic Complaints Acquisition System (SiTe), accessible from the website: www.autorita-trasporti.it, or by sending the appropriate “Complaint form” - also available from the abovementioned website - to the following address: Via Nizza 230, 10126 Turin, or by email: pec@pec.autorita-trasporti.it:
