Passengers whose Italo train arrives more than 60 minutes late at their final destination have a right to compensation, which goes from 25% (60-119 min) to 50% (120 min or more) of the ticket price, and will be automatically paid by the Company usually within 7 days from the travel date.
Italo train delays: how to request compensation
1) Trenitalia and Italo
In recent years, more and more passengers have decided to travel by train, instead of by plane, especially because of their speed and convenience to the center of the cities (almost all Italian airports are either in the suburbs or outside of the cities. For example, Linate or Malpensa airports for Milan, Fiumicino or Ciampino airports for Rome, Caselle airport for Turin, etc.). As a matter of fact, passengers canleave the center of Milan and reach the center of Rome in exactly three hours.
In Italy, there are two main train companies that allow passengers to travel throughout the Country. One is Trenitalia (Gruppo Ferrovie dello Stato Italiane) and the other one is Italo (NTV).
Italo has high-speed trains that connect major Italian cities, while Trenitalia, in addition to high-speed trains, also has regional/interregional trains that connect smaller towns.
The two companies are more or less equivalent as far as quality and number of services go. They both offer online services (including e-tickets, hotel and car rental offers), quite comfortable seats and little tables, sockets, air conditioning, wi-fi (you can also watch movies on board), etc., and acceptable customer services. It is usually possible to eat and drink sandwiches, salads, snacks, chips, coffee, water, wine, etc. on board, either at the vending machines or at the bars. Otherwise, it is possible to order “à la carte” hot or cold dishes from the restaurants (Trenitalia – Italo).
Pets are allowed on board provided some specific rules are respected (Trenitalia –Italo).
Most of the time you will see that their ticket prices and offers are similar, or at least not very different one from the other (this can be considered a little suspicious, if we might say so). Tickets are not very cheap, nevertheless there are always offers on, so an early bird booking could save you up to half of the price of the ticket.
We can say that they are both two good train companies and, therefore, are quite interchangeable.
Railroad transportation has become very efficient recently. However, it is useful to know what your rights are and how to ask compensation in case of train delay.
2) Your right to compensation in case of Italo train delays
Right to compensation in case of train delays is set forth by EC Reg. 1371/2007of the European Parliament and of the Council dated October 23, 2007.
Italo automatically “pays compensation“ (see below) for late arrivals at your final destination in the following amounts:
1) 60 – 119 minutes delay 25% of the ticket price, not including the cost of accessory services;
2) 120 minutes or more delay 50% of the ticket price, not including the cost of accessory services.n1
Art. 17, par. 4, of Reg. 1371/2007 establishes that “the passenger shall not have any right to compensation if he is informed of a delay before he buys a ticket, or if a delay due to continuation on a different service or re-routing remains below 60 minutes.” Moreover, no compensation is paid if the delay is due to natural calamities, strikes, demonstrations, or actions carried out by passengers or third parties.
3) How to request compensation
According to theCompany, compensationis automatically “paid” within seven days of the late service, and in any case within 30 days when it is necessary to establish liability. Therefore, compensation will be credited to your Credito Italo account or, if you are registered for the Italo Più program, to your Borsellino Italo account.
In both cases, Italo will send you an e-mail confirming the crediting. If you are not registered for the Italo Più, in order to receive the e-mail confirming the crediting, you must provide your e-mail address at the time of purchase.
To check that the amount has been credited to your account, you can call the Pronto Italo Contact Center, or go to “Casa Italo”, or to the “Manage Journey” area on the italotreno.it. website. In all cases, passengers will be asked to provide their ticket code, first and last name (associated with the ticket).
It is advisable to keep a copy of your ticket in case of further need.
n1 Pursuant to art. 17 of Reg 1371/2007 “The calculation of the period of delay shall not take into account any delay that the railway undertaking can demonstrate as having occurred outside the territories in which the Treaty establishing the European Community is applied.”