ItaliaRail Reviews 79

Award-winning customer service? What a lie! I tried to call their customer service 5 times today, to both the Italian and the American numbers. Every time I waited for more than 30 min (once for more than 1 hour!) listening to an annoying Muzak and nobody ever answered. I needed to speak to someone quickly because my train was cancelled by them and was unable to! I tried to enter 3 different telephone numbers for them to call me back, but the system said the numbers were invalid!
STAY AWAY!!

Arrived in Pisa at 1400 shuttle to Station first train to Florence sat for a while and then told cancelled, onto next train sat for then told cancelled asked customer service told train on platform 12 rushed to 12 train doors would not open left the station
Told next was on platform 8 got onto train sat then told train would be from 12 dashed to 12 train arrived sat no movement eventually set off - no explanation now half way to Florence been stopped for 30 minutes no information
Shocking customer service

Nice customer service

Update: Got a refund.

Original:
1 Start. Do not use them!!! Train got cancelled, fighting to get a refund. Buy directly from TrenItalia

Trains are nice when they run… Many strikes by the workers… People on the train are so so some very rude particular interest in frustrating people

I functioned as our own travel agent for the 22 day trip my wife and I are taking from April 29 thru May 21, 2025, and I can tell you that the amazing help I received from Maria Kolosova of the ItaliaRail.com team was incredible and most appreciated. She advised me to consider purchasing an ItaliaPass for $149 to gain over $500 of benefits (which I have done and which we have already gotten!!) and her very efficient and caring help in making sure all the stars aligned on our numerous rail trips as well as tickets for numerous art galleries, a guided tour of the Vatican & Sistine Chapel, etc. saved me time, effort, angst and money. Make your first move in planning your trip to Italy contacting ItaliaRail (and Maria) your first step in the process!!!

The service is good but pickpocket and thieves are everywhere in the train, stations. It was a nightmare, we didn't enjoy our trip in Italy. They took my back bag on the train.

Booked a night sleeper from Messina to Milan being careful to book the superior sleeper and not the relax. Their website said we were booking a cabin with washbasin and restroom. When the booking confirmation arrived it was for a cabin without its own restroom. Contacted the help centre and they said that the cabins with the restroom were only available from Milan and not from Sicily. Seems strange that the same carriages do not return to Milan and are therefore available. They said can't help but would offer a special refund of 50%. Why can't they be honest?

Tried to book €900 worth of train tickets. Put all my requirement in, but by the time it takes the first tickets you enter expire before you can finish. It also asks for a valid province, but won't let me enter anything into the box so can't process the sale. Gave in.

This is a scam. They add significant fees but when the rubber hits the road - you're on your own. Need a refund after a strike? You're on your own.

Never use this service, this is NOT trenitalia! This is a reseller / booking agency like Priceline or booking for trains in Italy. the refund policy is terrible, and the train staff WILL NOT HELP YOU if your tickets are purchased through this site. Our whole train car was out of service and we were never notified because our tickets were purchased through this site. It was a disaster upon arrival after a long day of travel. BUYER BEWARE

When making reservations for traveling from Naples to Florence, I opted to also purchase RailAid because of the e-sim benefit included there. This, however, never worked. The responses to each of multiple emails to to RailAid were that Celitech, their e-sim service provider, would send me email with instructions. This never happened, and we spent fifteen days in Italy without having the expected service.

Otherwise, we have no complaints about their rail service.

Make sure to arrive early!

We bought first class tickets and all seats were taken. We had to stand for the whole trip.. no one is checking past the gate entry.

Book the cheapest ticket and arrive early enough to get a seat

We watched two military aged men walk into our first class cabin and attempt to steal another passenger’s luggage. Once you’re past the “ticket gate” there is zero security checks while boarding. Anyone with any ticket is all allowed to hop on any train completely unchallenged. We did not feel safe at ALL from Rome to Bari. Never again.

Booked tickets from naples to Rome, they went on strike with no notice, caused chaos, had to pay for a bus trip, still waiting for $450+ AUD refund 4 weeks later. They send a form to complete but then ghost you! Would not recommend. Just take a bus. Comfortable ride, slightly cheaper, more reliable and you see the countryside.

They show tickets as available to take your money then never deliver them or even notify you, leaving you stranded

ItaliaRail.com makes it easier to buy tickets then anywhere else. Make sure to take advantage of their ItaliaPass which discounts train tickets and tours. They had incredible customer service the entire time we were in Italy.

ITALIA RAIL IS A SCAM. I had a train ticket in order to catch a flight in another town in Italy. That train was cancelled and ItaliaRail did nothing to inform me of this. I literally found out at the train station at the time it was supposed to depart. I ended up have to buy the next available train right then which ended up being rediculously expensive since only first class seats were left. Italia rail only refunded me for my original 10 euro ticket which wasn’t even half of what I paid for the new ticket. If they had informed me ahead of time I would have been able to get a new ticket for much cheaper. Customer service was terrible and rude they would not pay for any of the new ticket. This site is a total scam. DO NOT USE.

Tourist, 1st time on trains in Italy, good experience

I had the worst time with Italian interrail. I was only 18 years old travelling with my twin and it was our first time visiting italy. We had planned a daytrip from ville franche sur mere to San Marino and we booked our tickets ahead and stepped on the train. But when the conductor came to scan our tickets it said that they were invalid even though we had spend 17 Euro on tickets. We tried to argue with them and explain that we had paid for our tickets we showed the our bank statements that supported that we had spend 17 Euros in italian interrail. Unfortunately he refused to cooperate with us so much that we missed our spot in san Remo and had to leave the train at the next station. We told them our station was right now and that we had to go off but they didn’t let us leave since in their opinion we had not paid for our tickets. They were 2 grown men standing in the way of our seats we could not really push them away ran so we had to wait even though we missed our spots. Since we were tired of arguing with them and also because it not go well since they spoke very poorly English. In the end we had to pay a fee of 117 Euro. I’m very disappointed with the situation, I feel frustrated, misunderstood and sad. I understand they have to do their job and catch people who have cheated the system and not paid for their tickets, but we did pay for our tickets. So we paid for our tickets and and additional fee. In total we spend over 100 euros for a ticket to san remo we did not even go to since we could not get off to.