Traveller's guide

Traveller's guide

Traveller's guide The new text of the “General Transport Conditions for Passengers of Trenitalia” is available on this website (Italian version only) and at the railway ticket desks. This Traveller's Guide is only a summary of the above rules. While all efforts have been made to ensure accuracy, Trenitalia disclaims liability for situations caused by any errors or omissions in these texts. New measures introduced by European Regulation CE No. 1371/2007 The European Parliament and Council Regulation (CE) No. 1371/2007 of 23 October 2007 introduces new rights and obligations for railway passengers, introducing measures for providing information to passengers, and specific rights for the events of delays, service cancellations and missed connections.

The new regulatory framework has been acknowledged in the text of Trenitalia S.p.A.'s "General Transport Conditions for Passengers". The passenger transport service agreement entered into by passengers generally relates to their use of one train, proven by a ticket that entitles customers to use a chosen railway service. In the specific cases where Trenitalia S.p.A. intends to offer the possibility (for only the medium- / long-distance services) of having only one transport service contract for using 2 or more subsequent railway services, passengers can buy a global ticket from Trenitalia's sale system that comprises one or more tickets linked by a sequential numbering.

For the purposes of applying the rights and obligations of the rail passengers, a journey operated with more than one subsequent services under a global ticket can therefore be considered a single journey; in all the other cases when passengers use several subsequent services (even when having more than one ticket bought at the same time), then the journeys must be considered as distinct and separate from each other and referred to a single transport contract."   In the event of late departures or en-route delays Trenitalia is obliged to inform passengers of delays and cancellations of trains as soon as such information comes available.

Transport services on national trains If a delay of at least 60 minutes is predictable, you can choose immediately between: a) the refund of your ticket price without any deduction: • for the unused journey section • for the full journey (including the used section) if it is no longer useful for you to continue your journey with reference to your initial plan. In this case, you can also ask to travel back to the starting point as soon as possible; b) to continue your journey to the final destination • as soon as possible with the replacement road services possibly made available or with the first available train of the same or lower category, or following an alternative route without paying extra.

As an additional concession provided by national legal requirements, Trenitalia also authorises travel on trains of higher categories (except couchettes, WL and Excelsior cars) without paying extra (for national trains i.e. AV, ES*, ES City, IC, ICN and Express and depending on seats available, you must directly approach the on-board personnel; for regional trains, this applies only after instruction from Trenitalia's operations centres in cases of exceptional service disruptions); • also on a later date (for the national trains, it is necessary to obtain a note on the ticket from the assistance office ("Ufficio Assistenza") if you decide to travel on the next day or at the latest within 48 hours afterwards; in the other cases, you are entitled to a full refund).

Also, depending on the waiting times, you have the right to reasonable meals and drinks if they are available on the train or at the station and if they can reasonably be supplied If you cannot continue your journey on the same day - due to delay, cancellation or missed connection with the last evening train, or a cancellation that makes it impossible to continue with replacement road services (bus/taxi) - then you

have the right to use accommodation (medium-level) along with a refund of the necessary expenses for informing your family of the delay at arrival where this is physically possible and subject to the cases where Italian Railways is not liable (traveller's fault, third parties (e.g.

occupation of the tracks by demonstrators, suicide) and causes of force majeure (e.g. storms, flooding, electricity blackout, strikes, planned works notified in advance to passengers). Transport with regional trains If the train is cancelled or a delay at departure of at least 60 minutes occurs, you can obtain a full ticket refund at all ticket desks even if it has already been validated/stamped.

The ticket desk staff give the refund directly when they can check the circumstances that justify a full refund; if they are not able to make that type of check, they will send your request (submitted in writing) to the competent regional head office. If the ticket desk is closed or there is not one at your station, you must apply in writing to the competent regional head office (Direzione Regionale) enclosing the original ticket. Some types of ticket are not included and these are indicated in Trenitalia's General Transport Conditions. In the event of late arrival • Single tickets If you intend to continue your journey despite the predicted delay being longer than 60 mins., you have the right to: - 25% of the ticket price for a delay of between 60 and 119 minutes; - 50% of the ticket price for a delay of at least 120 minutes.

These provisions apply if you travel on these services: AV, ES*, ES* City, IC, ICN and Express (seats, couchettes, WL, Excelsior and Excelsior E4, auto/motorbike on board), Eurocity and Euronight (seats only) for national routes. You can choose to obtain your bonus in cash (for tickets or travelcards bought using a credit card on this site or through our Call Center, the amount in cash is paid by refund on the credit card used to make the purchase) or with a bonus voucher valid for buying other tickets (without right to cash change) within 12 months from the date of the journey. Parts of tickets bought with bonus vouchers are non-refundable.

The bonuses are calculated on the full price paid including the charges for booking, mini-lounge facility etc. Extra charges paid for buying tickets at the travel agencies or with other procedures (e.g. PostoClick) are not included. • Travelcards and Passes From 1 January 2010, if you have an AV Travelcard valid for medium- and long-distance trains (under the 21 travelcard fare, IC travelcard, ESCity, ES* and AV), the bonus will be calculated according as follows: - 25% of the price of the Travelcard as a proportion of the percentage of trains that have recorded delays of between 60 and 119 minutes in the period of validity on the section and for the category of train indicated on the travelcard; - 50% of the price of the Travelcard as a proportion to the percentage of trains that have recorded a delay of 120 minutes or longer; (e.g.

if trains with a delay between 60 and 119 minutes amounts to X% and trains with a delay of 120 minutes amount to Y%, the bonus is equal to X% of 25% of the price of the Travelcard plus Y% of 50% of the price of the Travelcard). You are not entitled to a bonus for delays on Regional trains for travelcards with regional extension. • You do not have the right to a bonus: - if, when buying your ticket, the delay was already known (information given through the media, at the station, or on the website before buying your ticket);

- if the delay in the expected time of arrival when continuing the journey on a different service or on an alternative route is less than 60 minutes; - if you were previously informed of delays due to strikes or planned works on the railway line; - if the delay is your fault (e.g. failure to notice changes to train times, waiting on the wrong platform etc.) or is due to external circumstances beyond the railway company's control (e.g. natural events such as storms, floods, landslides) or due to third parties (e.g. demonstrators on the tracks/platforms, suicides, accidents at level crossings, improper use of emergency brake, intervention by police or customs).

• How you can ask for bonuses When travelling on national trains After 20 days from the date of your journey (after 20 December 2009) you can ask Trenitalia's information services to directly check eligibility, or your right to a bonus (ticket desks, travel agencies, self-service, internet, Call Center) and then ask at the station's ticket desks or travel agency where you bought the ticket for: - a cash refund or - a bonus voucher or - a new ticket to be directly issued for an amount equal to the bonus voucher due. For group tickets, your request can be submitted only at approved travel agencies and at the Groups Centres.

When travelling on regional trains You must submit your request for a bonus, which you can pick up at the ticket desks and on this website, by post, within and no later than 30 days, to the competent Regional Head Office (Direzione Regionale) for the destination area of the journey along with the original ticket stamped on departure and arrival. The Regional Head Office (Direzione Regionale) will send you, within one month from the date they received the request, a ticket with kilometre-distance validity or a money claim form if explicitly requested.

Some types of ticket are not included and these are indicated in Trenitalia's General Transport Conditions. Assistance to customers with disabilities or reduced mobility Special assistance is given to persons with a disability or reduced mobility (1) upon departure, arrival and when on board (2). If you have this requirement, you can phone, at least 48 hours before departure, our Call Center (199892021) or the Italy-wide helpline 199303060 or go, within the same time limit, to our Blue Lounges located in the main stations, announcing your arrival at the appropriate Meeting Point at least 30 minutes before the train's departure time.

This assistance service is not however provided in these cases: • if the size of the train makes it physically impossible for us to allow access or transport of disabled persons or those with reduced mobility; • if assigned personnel are not available at the boarding or alighting stations. Also, if you are not able to look after yourself, you must be accompanied by a person who is able to help you when necessary.

The refusal of transport or of assistance service, or of the need for adult accompaniment, if you ask for it, will be communicated in writing along with the reason/s within 5 subsequent working days. See more information in a dedicated area on this website. (1) Persons who, when using the transport services, suffer from mobility difficulties due to physical/mental

disability/handicap or for reasons of age. The following can be included in the definition if they have difficulties (even temporary) when using the transport services: - persons who are in a wheelchair due to illness or disability; persons with limbs and walking difficulties; the Elderly; expecting mothers; the Blind or Visually Impaired; the Deaf or persons with hearing impairments; persons with a mental handicap (2) Assistance in the stations is provided: in all areas inside the station by the assigned Meeting Point to the traveller's departure platform and vice versa; on boarding the train and until the person is seated and when alighting from the train; with the transport of luggage until in the seat assigned and from the train to the Meeting Point; with the free use of wheelchairs available in some stations to reach the train or, if arriving, to reach a connecting train or any means of leaving the station, or to make a journey by train from one station to any other permitted one.

In this case, the wheelchairs must be brought onto the train, put into the carriage and returned to the station consignee immediately after use.

On board, if requested, catering services are available at your seat; movements on board and for opening the door on the train's arrival, when possible; information necessary to avoid risks deriving from disability or mobility difficulties when alighting from the train.   Complaints and suggestions How to submit complaints and recommendations: • through this website in the section “Customers Area – Complaints and customer assistance", and the page “Submit a complaint”; • by using the standard forms available at Trenitalia's Customer Services office, in the main stations; • recommendations may be sent to Trenitalia's regional facilities (the addresses can be found on this website - in the "Region Services" section).

Within one month Trenitalia will provide a response. If a reply is not possible within this period, Trenitalia will notify you another date, which will be no longer than three months from the date of the complaint. Information on the status of complaints is available: • throughthis website by using the web page “Request news about complaints, applications for bonus vouchers or for refunds only for long-distance" trains; • by phoning the number 199 892021 or 06 3000 (for users unable to access 199 numbers or if you prefer to use ordinary phone numbers).

The services at your disposal National service trains National service trains are classified as Express, Intercity, Intercity Notte (night), Eurostar City, Eurostar Italia, Eurostar Italia Alta Velocità.

If you want to travel on these trains or use the services on middle- or long-distance trains (couchettes, WL, Excelsior and Excelsior E4, car/motorbike on board), please remember that booking a seat is compulsory and must be done when buying your ticket. Your ticket is therefore valid for the date and the train booked on and does not have to be validated before departure. If you board a train without booking your seat, you will have to pay a surcharge in addition to the ticket price. More information For the AV trains called Frecciarossa, limited to second class and some AV trains called Frecciargento (AV trains connecting Rome-Verona and Rome–Brescia in both directions), ES* City, IC, ICN and Express, both first and second class, if there are no seats available and you still have to travel, a set number of tickets for the train and day requested are available.

There is however no guarantee of a place. These tickets are issued only as "Base"-type and may be

bought at the ticket desks, self-service machines and at travel agencies. On the ICN and Express trains, the sleeping services (couchettes, WL, Excelsior and Excelsior E4) are not included. If, instead, you want to travel comfortably in one of the mini-lounges on board AV called Frecciarossa and some AV trains called Frecciargento (AV trains connecting Rome-Verona and Rome –Brescia in both directions), you must pay a surcharge of € 20.00 on top of the ticket price. Regional trains(R) The Regional trains make up Trenitalia's ordinary service solution for local transport. These services are mostly trains operating within a given region.

The Regional trains normally serve routes shorter than 100 km, with a high frequency of stops and operate mainly during commuter rush-hours. On the Regional trains you cannot book seats for individual journeys. On most trains, identified by an appropriate pictogram in the timetable and within the limits of space available, you can bring your bicycle on board. You can also buy bicycle supplements valid for 24 hours at the self- service machines and from retailers equipped with vending machines.

How you can buy, use and change your Italian national railway ticket Where and how to buy your tickets Trenitalia offers you different possibilities and ways to buy your tickets. Tips for quick and error-free buying If you want to buy your ticket at a ticket desk or approved travel agency and want to be served quickly while avoiding errors, remember to carefully indicate: the ticket type (single, return etc.); the type of reduction you may be entitled to (e.g. children's concession); the class (first or second); the train you want to go by (Espresso, Intercity, Eurostar Italia etc.); the departure and arrival stations and the chosen time of travel; the number of the adult and children from 4 to 12 years; the departure date.

Please also remember to indicate if you are entitled to any reductions (e.g. "Carta Verde) and to have with you the required document for you to use it. N.B. - during issuance, ensure the information given and the amount paid match those indicated on the ticket; also check there are no errors in any change given. For purchases made online, you can view our Guide to buying. Fare corrections on-board Remember that you must always board a train with a valid ticket for the journey that you intend to make. For Regional tickets validating is also necessary.

The applicable sum is applied on board the train - except for cases expressly indicated and unless otherwise provided for by specific regional laws - calculated a the full price of the ticket, irrespective of the fare due, plus a fine of € 200.00.

If you make payment by the 15th day from the date of the notification (whether on board or by the dedicated office), the amount will be reduced to € 100.00. If instead you pay the sum owed to the on-board conductor immediately, the fine will be reduced to € 50.00.

Please also be aware that failure to pay the amounts due by the 15th day violates presidential decree 753/1980 and you will incur also the administrative penalties of current law. In the case of abuses, instead, you will have to pay a fine of three times the value of the ticket (with minimum 200 euro), without the possibility of reducing the amount according to when you make payment. If you hold ticket not valid for a national train that is not valid for the train, class or service you intend to use (ticket issued for a different train category, with a reduction different from the one due etc.), you will have to pay the difference due (calculated at full price) plus a fine of 8.00 euro, provided you travel within the time limits provided for by the type of ticket purchased.

Outside these time limits, you will be considered as travelling without a ticket. Caution: If you have a ticket issued under the “Same-Day Return” offer, remember that you cannot travel on a different train from the one you have booked.

For national services, you can buy a ticket on board (also at reduced prices for the offers that do not have a limit on the number of tickets issued) or a seat reservation, without being fined, but only if you are leaving from a station in which the ticketing service is missing or if there are no alternative ticket sales points available, and if the self service machines are not issuing tickets or do not work for the services you require.

In all cases however you are required to notify the on-board personnel when boarding the train. Issue of tickets and other on board operations Buying tickets on board and validation without being fined are allowed only if: you are using Espressi (Express), IC, ICN, ES*, ES*city, AV or couchette services, WL, Excelsior and Excelsior E4 leaving from stations in which both the ticket desks and self-service machines are either missing or not working; you are using Regional trains leaving from stations in which the ticketing service is missing or if there are no alternative ticket sales points available; you are the holder of a Concession III (Blind persons) card and are using regional trains; you hold a ticket that must be stamped in stations where the stamping machines were either missing or not operating; you are using the higher class due to lack of places in second class for the tickets without seat reservation at the same time; further special cases are laid out in full in the “Conditions and Fares for Passenger Transport on Italian State Railways”, which you can read on this site in the section Transport Conditions and in the enabled stations.

Seat reservation is also allowed without being fined if, after the booked train's departure and within the limits allowed by the type of ticket, you board another train of the same category and the same journey at a station in which the ticket desk and self-service machines are missing or not in operation.

To be entitled to this facilitation, you must always notify the on-board personnel when boarding the train. Tickets validity National trains The tickets are all sold with place reservation and are valid for the day and the train booked. Booking changes are allowed according to the formalities applied by the type of ticket. Regional trains Regional train tickets are valid for up to two months from the date of purchase. There are no time-use limits for distance- validity tickets or the self-adhesive voucher tickets.

Remember to validate your ticket before boarding. After validation, the time validity starts depending on the journey length.

You must validate all parts of self-adhesive voucher tickets. Regional tickets bought online are valid for 4 hours and do not need to be validated. The booking National trains You can book up to four months before and until the booked train's departure. In special cases of variation in the services of the trains, and in the event of the periodical change of the train timetable, the booking times may be shorter.

Regional trains Regional trains can’t be booked Booking changes For national trains If you do not intend to use the train you have booked, you can change your ticket's date and departure time. The new booking must be for journeys up to four months after the date of the first request for booking changes. In special cases of variation in the services of the trains and in the event of the periodical change of the train timetable, the booking times may be shorter. You can change the booking of your Basic (standard) ticket for free only once, from the day of purchase and up to one hour after the booked train's departure by making a request: • on-line on this site; • at the self-service machines in the stations; • by phoning the issuing agency or Trenitalia's Call Center (fee-paying numbers); • at the station ticket desks or the authorised travel agencies (for ticketless tickets, only at the agency where you made your purchase);

• on the platform for the Frecciarossa and Frecciargento trains (except for tickets for offers with limited places); • directly from your mobile phone at the conditions applied to the ProntoTreno service - after departure only at the ticket desk, the self-service or on the platform (for the Frecciarossa and Frecciargento trains) in the departure station of the train indicated on the ticket. IMPORTANT: If you have a ticket issued on the basis of the Family or meno15 and meno30 offers, if there are no places available under the offer, you can request ticket changes at the ticket desks and authorised travel agencies, paying the price difference with respect to the full price.

  If you have a ticket for the ES* or AV trains, you can change your booking (only before departure) for the same journey, irrespective of which of these trains is used, provided the price is the same or lower, without the right, in the latter case, to a refund of the extra amount paid (and, for offers with limited places, provided there are places available under the offer requested). You can make this change at the ticket desks, travel agencies, self-service machines, through this website and by telephone (Call Center and issuing agency). If instead the booking change involves a surcharge, you can only make ticket changes by going to a ticket desk or authorised travel agency and pay the price difference.

You can ask for a booking change after adjusting for route, price, class and all other conditions also from an "Acquario" train to an ES* City train or vice versa.

For Ticketless you can make booking changes only with the ticketless procedure (you cannot pick up the coupon ("tagliando") of the new booking at the self-service points) and your confirmation of the change will be given to you: • for changes online, by an e-mail message; • for changes made at the desk, by the ticket-desk staff; • by Trenitalia's Call Center: when calling 892021 confirmation will be given by the operator; instead when calling 199892021 or 06 3000 you will receive an automatic response service; • the details of the new booking are displayed on the screen of the self-service machines.

For booking changes done on-line or through our Call Center, on your request, you can receive confirmation by short text message. If the booking change refers to a ticket that has already been picked up, you will be sent a confirmation e-mail with the new code. You can print the new booking at the self-service machines in the stations (typing in the PNR and CP codes) or, if this is not possible, at the station ticket desks, as well as at the approved travel agencies or the FrecciaClub Eurostar Lounges (for holders of the Freccia Oro or Platinum cards). In this case, when on board you must always show the on-board personnel the booking-change coupon together with the original ticket.

Important Booking changes on-line, via telephone or at the self-service points are allowed for journeys made only with one train and must refer to the same journey, the same type of ticket and the same number of persons. Regional trains On the Regional trains you cannot make bookings and, therefore, booking changes   Ticket changes National trains If you no longer intend to make the journey as stated on the ticket you bought, you can request a ticket change (only once from the day of purchase and until one hour after the booked train's departure) according to: • type of ticket, • number of persons travelling, • route, • departure/arrival stations,

• train category, • service used, • class, you can make ticket changes (paying any price difference) before departure at any ticket desk and authorised travel agency. After departure, only at the ticket desk in the departure station of the train indicated on the ticket If the price payable is less than the sum paid, you have the right to a refund of the price difference, with application of all the regulations regarding refunds as applied to your ticket type. You can request a change of a Basic (standard) ticket only once up to one hour after the train's departure. The new booking must refer to a journey you want to make up until four months after the date of the change request.

  Regional trains Within two months from purchase, if you must change your journey (route, class, train category etc.), you can change ticket. To make the change, you must pay 20% of the returned ticket for a maximum of 3 euro. You cannot instead replace the "distance" tickets or the self-adhesive voucher ones, nor tickets regional bought on-line. Biglietto Base : standard fare for national trains This ticket provides the benchmark price on which discounts and surcharges are applied. For the trains: AV, ES*, ES* City, IC, ICN, Express trains, couchettes, WL, Excelsior, Excelsior E4. Booking Issued at the same time as the ticket.

Booking changes You can only make a booking change once from the purchase day until one hour after the booked train's departure The new booking must refer to a journey that will be made within the foreseen period (more information) Before departure you can make booking changes: • on-line on this site; • at the self-service machines in the stations; • by phoning the issuing agency or the Trenitalia Call Center (fee-paying numbers); • at the station ticket desks or the authorised travel agencies (for ticketless tickets, only at the agency where the ticket was bought); • on the platform for the Frecciarossa and Frecciargento trains; • directly on your mobile phone at the conditions applicable for the service ProntoTreno You can apply for the booking change of tickets for the trains: ES* or AV for the same journey, irrespective of which of these trains is used, only before departure, provided the price is the same or lower, but without the right (in the latter case) to a refund of the extra amount paid.

The booking change is free. Agencies may charge a commission for this service.

You can ask for a booking change after adjusting for route, price, class and all other conditions also from an "Acquario" train to an ES* City train or vice versa.

When changing bookings, you must notify the booking codes (PNR and CP) printed on the ticket or sent to you by email when buying; it is important to receive confirmation that the change has actually been made. For the Ticketless the same procedure applies, but the booking changes are made only with the ticketless procedure (you cannot pick up the coupon (tagliando) of the new booking at the self-service points).

In this case you will be sent a confirmation e-mail for requests made on-line or your confirmation will be given to you by the ticket office operator or Call Center (by the operator or automatic response service) or the details of the new booking are displayed on the screen if using the self service machines. For booking changes on-line or via the Call Center, your confirmation can also be sent on request to you by short text message.

If you have chosen to use the pick-up service at the self-service machines in Italy's railways stations (not provided for ticketless tickets), you can pick up the new booking at the self-service machines in the stations (by typing in the PNR and CP codes) or, if this is not possible, at the station ticket desks, as well as at approved travel agencies or the FrecciaClub Eurostar Lounges (for holders of Freccia Oro and Platino cards). In this case when on the train you must always show the on-board personnel the original ticket and the new booking coupon.

After departure you can apply for booking changes only at the ticket desks, self-service machines or on the platforms (for the Frecciarossa and Frecciargento trains) in the departure station of train indicated on the ticket.

The same procedure also applies to the Ticketless. More information on booking changes Ticket changes You can do so only once from the day of purchase and until one hour after the booked train's departure You can make ticket changes by paying any applicable price difference before departure at any ticket desk and authorised travel agency. After departure, you can do so only at the ticket desks in the departure station of the train indicated on the ticket.

If the price payable is lower than the sum already paid, the refund of the difference is granted, under the rules for the type of ticket being changed. A change for a lower amount is not allowed for tickets bought on this site or through our Call Center: in this case you can make a request only by picking up your ticket at a self-service machine and by taking it to a ticket desk. Tickets cannot be changed with the ticketless procedure: changes for equal or higher amounts must be requested at ticket desks or in the issuing agency.

More information on ticket changes Refunds If you no longer intend to use your ticket and want to cancel your journey, you can request a refund: - before train departure by going to any station ticket desk or the travel agency you bought it at, with a deduction charge of 20%.

- after the train's departure and until one hour after, you can only get a refund at the departure- or ticket-issuing station or the issuing agency; you cannot however request a refund from the issuing location if it is the same as the journey's point of arrival. There is a deduction charge of 50%.

If asking for the refund of a ticket issued after a date change made after the originally-booked train's departure, the deduction charge is 50%. Refunds are not granted if journeys are simply interrupted. Refunds are not allowed on tickets of less than or equal to 10 euro for each traveler. If the ticket was not used due to causes ascribable to Trenitalia, the ticket will instead be refunded in full.

Passengers must however always show a valid identity document. For tickets bought on-line and not yet picked up or issued under the ticketless procedure, you can (only before departure) request a refund by using the on-line refund facility on this website.

This is only for refunds of the total purchase made. Alternatively you can contact our Call Center (charges apply) or send an e-mail to rimborsi@trenitalia.it . After departure passengers cannot receive the refund of tickets bought on-line and not yet picked up, or of ticketless tickets. If after the train's departure you have asked to change a booking, the ticket for the new journey will be non- refundable.

After pick-up (this does not apply to ticketless solutions) and before departure, you must apply to any station ticket counter. After departure you can apply only at the departure- or issuing-station's ticket desk (provided it is not the arrival station), which will forward it to the appropriate office. Refunds are made by re-credit on the credit card used for the purchase. For ticketless bought at a travel agency, you can request a refund only before departure at the issuing agency or ticket desks or, when the agency/ticket desks are closed, through our Call Center (fee-paying numbers), which will authorise the refund to be made subsequently on behalf of the agency.

The refund will be given after taking a photocopy of your identity document.

More information on refunds. Access to other trains With the Basic (standard) ticket you can also access, for the same route, directly another train of the same category from an hour before and up to an hour after the booked train's departure by paying a surcharge of 8 euro. You must however approach the on-board conductor as soon as possible. If you apply for a class-change or you access a different category train for the same route, always within the same terms, you must pay the difference between the full price provided for the train used and the sum already paid plus the penalty of 8 euro.

If, within the terms provided for there are no other trains of the same type, you can travel (at the same conditions as those stated above) also afterwards on the first train of the same or lower category that is available for arriving at destination.

If the amount already paid is equal to or greater than the sum due for the train used plus the surcharge, you will not be liable for any fine but you will not have the right to a refund on any sum paid as extra. If you travel in a period other than the one allowed, you will be considered as travelling without a ticket. You cannot travel on the regional and international trains with ticketless tickets and if found on these trains with one, you will be considered as travelling without a ticket. If you are a Travelcard holder who uses a higher category train and you do not have the suitable service change for travelcard holders or your service change has passed the date stated on it, you will have to pay the service change plus 8 euro.

    Biglietto Flessibile: flexible fare for national trains For 25% extra, this solution allows you greater flexibility. The Flexible ticket can be bought on specific request. Booking Issued at the same time as the ticket. Booking changes You can request booking changes free of charge an unlimited number of times from the day of purchase until the train's departure time

• on-line on this site; • at the self-service machines in the stations; • by phoning the issuing agency or the Trenitalia Call Center (fee-paying numbers); • at the station ticket desks or the authorised travel agencies (for ticketless tickets, only at the agency where you made your purchase); • on the platform for the Frecciarossa and Frecciargento trains; only once after the departure and up until 24 hours afterwards, only at the ticket desk, the self-service machines or on the platforms (for the Frecciarossa and Frecciargento trains), in the departure station of the train indicated on the ticket.

The same procedures also apply for Ticketless in which case the change is allowed only with the ticketless procedure without the possibility of printing a card-ticket. The booking change is free. Agencies may charge a commission for this service. More information on booking changes Ticket changes You can ask for a ticket change: an unlimited number of times from the day of purchase until the train's departure time at any station ticket counter or authorised travel agency; only once after the train's departure and until 24 hours afterwards only at a ticket desk in the departure station of the train indicated on the ticket.

You can make ticket changes by paying any applicable price difference before departure at any ticket desk and authorised travel agency. After departure, you can do so only at the ticket desks in the departure station of the train indicated on the ticket. If the price payable is lower than the sum already paid, the refund of the difference is granted, with application of the applicable rules for the type of ticket being changed. Changing for a lower sum is NOT allowed for tickets bought on this site or through our Call Center: in this case, you can request a change only after picking up tickets at a self-service machine and by asking at a ticket desk.

Changes tickets with the ticketless procedure is not possible: changes for amounts of the same or more must be requested at a ticket desk or issuing agency.

Tickets bought on this site cannot be changed online. You can only make the change if the payment is of an equal or higher amount to the amount already paid. To make a change, first pick up the printed ticket or, for ticketless tickets, go directly to the station ticket desk or the issuing agency. More information on ticket changes Refunds If you no longer intend to use your ticket and want to cancel your journey, you can request a refund: before train departure by going to any station ticket desk or to the travel agency where you have bought the ticket without any deduction;after the train's departure and until 24 hours afterwards, only at the departure- or ticket-issuing station or the issuing agency; you cannot however request a refund in the place of issue if this corresponds to the journey's arrival station.

There will be a deduction of 50% on your refund.

If asking for the refund of a ticket issued after a date change made after the originally-booked train's departure, the deduction charge is 50%.

Refunds or bonus vouchers are not given if journeys are simply interrupted. Refunds are not allowed on tickets of less than or equal to 10.00 euro. For cases when tickets are not used due to causes attributable to Trenitalia, a full refund is given. In any case you must show a valid identity document. More informationon on the refunds and in particular on how to request refunds of tickets bought on-line and not yet picked up or issued with the ticketless procedure.

Access to other trains If you have a Flexible ticket, for the same route you can also travel directly on another train of the same category on the same day and until 24 hours after the booked train's departure without paying any penalty. You must however approach the on-board conductor as soon as possible.

If you request a class-change or access a different category train for the same route, always within the same terms, you must pay the difference between the full price provided for the train used and the sum already paid, plus an 8 euro surcharge. If the sum already paid is equal to or more than the price owed for the journey being used, you will not have to pay any surcharge but you will not have the right to a refund of any sum paid in excess. If, within the terms provided for there are no other trains of the same type, you can travel (at the same conditions as those stated above) also afterwards, on the first train of the same or lower category that is available for arriving at your destination.

If you travel in a period other than the one allowed, you will be considered as travelling without a ticket. If you have a ticketless ticket, you cannot travel on the Regional and International trains and if found on these trains you will be considered as travelling without a ticket.     Offers for the national trains   Familia Offer This solution is for journeys of family groups made up of 3-5 persons among whom are at least 1 adult and 1 child younger than 12. The price includes the ticket booking and provides the following discounts: 50% (30% for couchettes and Wagon Lit) for children under 12 20% for the other persons The minimum price, net of the discount, is at least 10 euro for each passenger aged over 12, subject to the minimum fares applied on the trains used.

The offer has limited place availability, which vary according to day, train and class. Trains you can travel on: AV, ES*, ES* City, IC, ICN, Express, couchettes and WL. The Familia offer does not apply for journeys on Excelsior and Excelsior E4 and for single journeys on regional trains. The discount is extended also on regional trains only on journeys that provide the use of Regional services connecting with trains for which the offer is valid. Booking This is free and made at the same time as ticket issuance. Booking changes You can request this once starting from the day of issuance until the train's departure time, for the places available under

the Family offer: • on-line on this site; • at the self-service machines in the stations; • by phoning the issuing agency or the Trenitalia Call Center (charges apply); • at the station ticket desks or the authorised travel agencies (for ticketless tickets, only at the agency where the ticket was bought). The booking change is free. Agencies may charge a commission for this service. If there are no places available under the Familia offer, you can make the ticket change at the ticket desks and travel agencies.

The same procedures also apply for Ticketless tickets, in which case you can ask for the change only with the ticketless procedure without the possibility of printing a card-ticket.

More information on booking changes Ticket changes You can do so only once from the issue date until the train's departure, at any ticket office or travel agency, by paying any applicable price difference. Changes of tickets bought on this site cannot be made online and changes are only possible if they involve paying a sum equal to or higher than the amount already paid. To effect a change, you must first pick up the printed ticket, or, for ticketless tickets, go directly to the station ticket desk or issuing agency.

More information on ticket changes Refunds If you no longer intend to use your ticket and want to cancel your journey, you can request a refund only until the train's departure with a deduction charge of 20%. You can request a refund of a card ticket at any ticket desk or at the travel agency you bought it from. No refunds are given after the train's departure. Refunds are not allowed on tickets of less than or equal to 10 euro for each traveler. You cannot request a ticket refund if you simply suspend your journey after beginning it.

More information on refunds, in particular on the procedure for tickets bought online and not picked up, or issued under the ticketless procedure.

Access to other trains With the Familia ticket, for the same route you can also directly board another train of the same- or different type, or of a different class or service, from one hour before and until one hour after the departure of the booked train, by paying the difference between the full price for the train used and the amount already paid plus an 8 euro fine. You must however approach the on-board conductor as soon as possible. If, within the terms provided for there are no other trains of the same type, you can travel (at the same conditions as those stated above) also afterwards, on the first train of the same or lower category that is available for arriving at your destination.

If the amount already paid is equal to or greater than the sum due for the train used plus the surcharge, you will not be charged a fine but you will not have the right to a refund of any sum paid as extra. If you travel in a period other than the one allowed, you will be considered as travelling without a ticket. You cannot travel on the regional and international trains with ticketless tickets and if found on these trains with one, you will be considered as travelling without a ticket.  

Same-day return offer The “Same-Day Return” offer lets you buy tickets for return journeys to be carried out on the same day, on both the classes and on all the services of the AV trains and ES* called Frecciarossa and Frecciargento, with the following fixed prices: 149.00 € in 1st class 109.00 € in 2nd class These prices are not are applied to sections for which a lower Standard return fare applies.

There are no restrictions on the number of the places available. The offer is valid only for direct journeys made on only one train and is not cumulative with other reductions including those applied to children.

You can buy the offer until midnight on the day before the train's departure, at the station ticket desks, authorised travel agencies, self-service machines, this site, and by calling the Call Center (charges apply), also with the Ticketless procedure. Booking changes Not allowed Ticket changes Not allowed Refunds Not allowed Access to other trains Not allowed. If you use your ticket on a date or train other than those you have booked, you will be considered as travelling without a ticket.   10-journey booklet (Carnet) You can buy the Booklet 10 Journeys, for 1st or 2nd class, in both directions for a specific journey on the trains called Frecciarossa and Frecciargento.

The 10 journeys included in the booklet are discounted by 20% with respect to the normal standard fare.

The booklet is personal and you can buy it only if you have a Travel card (Carta Viaggio or Carta Freccia). If you do not have one of these cards, you can request them and use the provisional code that will be given to you for the purchase. You can buy it with the ticketless procedure at the approved travel agencies, on this site or by calling the Call Center (fee-paying number). It will temporarily be sold in card form at the ticket desks and self-service machines. Afterwards it will only be sold only with the ticketless procedure, also from these locations.

You can use the booklet to make bookings within 90 days from the issue date, by using the special booklet code, at any ticket desk, the issuing agency, through self-service machines, the Call Center, and on this site.

The tickets are issued using the ticketless procedure (or, during the first phase, by issuing a booking coupon for ticket desks and self-service tellers). Booking changes Changing individual bookings is allowed according to the times and conditions applied to the Biglietto Base (standard fare).

Booklet changes It is not possible to change booklets Ticket changes It is not possible to change individual tickets Refunds Refunds can be requested with a deduction charge of 20% before starting to use the booklets, at any ticket desk or at the issuing travel agency. Refunds are not granted if an individual journey is not taken. If you cannot make the journey due to the fault of Trenitalia, by order of a public authority or due to a strike, you have the right a full refund of the value of a single ticket (one tenth of the booklet price). More information on refunds given due to the fault of Trenitalia Access to other trains When on board, you must show the card your booklet refers to, and give the booklet code (or, during the first phase, the card-ticket booklet issued by the ticket desks or self-service machines) and, if requested by the on-board personnel, show a valid identity document.

The fare corrections are the same as those applied for the Biglietto Base (standard fare) .   Mini offer Trains included in the offer AV, ES*, ES*city, IC, ICN, Express Trains, couchettes and sleeping carriage services. Excelsior and Excelsior E4 are not included. Prices With different discount rates on the base fare, for both 1st and 2nd class. You will be offered the best price available upon purchasing. In any case, the minimum fares for the selected train apply. Ticket It can be purchased up to midnight of the day before departure of the selected train. The number of seats available for each price level is limited and can vary.

The discount cannot be cumulated with other reductions, including children reduction. If your journey also involves travelling on trains that are not included in the offer, separate tickets must be purchased. The ticket cannot be issued if the seat is not guaranteed and it is not possible to book a seat in the lounge area under this offer.

Booking/ticket change Booking/ticket change is possible only once from the day the ticket/booking is issued and up to midnight of the day before departure, solely at ticket desks at train stations or at the travel agency where the ticket was issued. You are only allowed to change the departure date or time for the same category of train or service, subject to a change fee (equal to the difference to the corresponding full base price) and only for a journey to take place after the one booked. The new ticket will have the same characteristics as the Mini ticket. Tickets bought on this site cannot be changed online.

For ticketless tickets, go directly to the station ticket desk or the issuing agency; as for tickets that need to be picked up at the self-service machine, you need to pick up the printed ticket and then go to the ticket desk.