Italo Treno Reviews 

We left Milano Centrale on time heading for Rome Termini (Myself) but there were also people heading for Naples the final destination of the train service the crew came around quick enough giving out free drinks we left Milan and were going around 300 KM/H we then began to slow down and kept stopping for long periods of time which led to a 1 hour delay arriving into Rome there were not many updates from staff and then it was announced that the train would then be terminating in Rome and would not be going to Naples and all passengers would have to get a different train around mid trip.

I want to report an uncomfortable interaction with a crew member during my recent trip on train 9928 from Rome Termini to Milan, seats 41/42/43/44.
Very rude people!
While traveling with my five children, we were seated in coach 3, seat 44 for me, with my kids in front of me. A crew member asked if I needed anything, and I replied, “just water.” She then ignored my three girls; the 11-year-old also wanted water, so despite needing assistance, I tried to get her attention. After waiting without a response, I lightly tapped her on her right side.

The crew member reacted negatively, saying she did not like being touched. She stood next to me while speaking in Italian to the ticket agent, saying that I touched her and she did not like it. She screamed more than three times, “do not touch me, so not touched me, do not touched me.” I immediately acknowledged this, telling her I understood and that I didn't mean any harm because my daughter needed help and she was ignored. However, she continued to respond in an upset and unprofessional manner, referring the situation to another staff member and leaving in a visibly angry way. I told her I understood Italian and she said “glad you did it”—referring to the conversation with the staff. Unfortunately, my kids did not get anything to drink on the train, and nobody seemed to care about this behavior. We are visitors in their country, this is my third trip here, but this interaction affected me.

I understand and respect personal boundaries, and I did not intend to cause discomfort. Still, I believe the situation could have been handled more calmly and professionally, especially since I was traveling with children and simply needed assistance.

I would appreciate it if this matter could be reviewed.
We should treat others the same way we want to be treated!

The worst ever experience I could have. I don’t know how is even possible in a European country to let them scam people like this. It is a shame.

Worst possible experience sat in a train for more than 45 mins to be told “the motor broke down” after realising this hopped on the next train going from Milan centrale to Rome and after realising it wasn’t the same train company by the time we came back to Milan they told us we missed our train and would not refund had to therefore purchase another ticket for €198 euros absolute terrible customer service at the desk no manager to speak to or any customer service representative the workers at Milan centrale are absolutely rude and useless tried to ask if we could even pay a reduce rate as the train we initially booked was late and even after 45 mins broke down and nothing could be done tried calling the customer service but no help there if you can try avoid this company just go for the cheaper ones even though it may take longer you will have a better experience

Today was my first and last experience with Italo. I had to take a train to travel from Rome to the South, which is already an insane choice because it’s knowingly packed of stressed people over Christmas. Here’s a list of things that went wrong and that will make me never book with Italo again:

- Coach design: how is it possible that seats are without windows is beyond me. You tried to pack in as many people as possible and designed by greed. Horrivle flaw.

- No restaurant coach, but you can access to automatic vending machines after using one of their apps which you have to pay 10euros. Total ripoff.

- Rude staff in multiple instances:
1) I was traveling with my baby and seeing the no-window seats we were given I asked a member of the staff to help me upgrade — paying of course. He answered me with total unwelcome humor, telling me he could upgrade me by making me stand up.
2) some very rude passengers complained about the noise my baby (11months) was making? Apparently Italian people aren’t aware of noise canceling earphones or similar. So one journey attendant at the end of the travel showed up asking me to try and keep the baby quiet(?!). I mean, try to keep a baby calm down in a messy and claustrophobic environment like that.

- You can easily travel seating in the wrong direction. And if you suffer travel sickness you’re doomed.

- The train broke down in Lamezia for a technical fault. I had to ask my Family to come and pick me up, driving 45 additional minutes. Not ideal if you’re not a local.

I tried to book a train ticket, but the website showed an error and I did not receive any ticket, even though the money was still charged from my account.
I contacted customer service by email and phone and explained the situation. They agreed that I was entitled to a full refund, since no ticket was issued. However, I only received 50% of the amount back.
Because the remaining money was still withheld without any service being provided, I have now reversed the payment via my bank and am waiting to see how this will be handled.
Overall, a very frustrating experience.

We had assigned seats in Coach 5, which happened to be first class, but they moved us without giving any partial refund to Coach 7, second class, all because they (!) made the mistake of assigning other people to our seats. They make you pay for their incompetence. I would give 0 stars if possible, USE A DIFFERENT TRAIN SERVICE

Trip going to Rome was fine, premium class (one above economy). Coming back, my Apple ticket changed the day before to an earlier departure and placed us both in economy!

We asked for a refund/price difference back and all we got was a voucher that expired in a month that we can’t use because we’re back in the UK.

Traveled in Italy. 3rd October. General strike. Unable to use train. They have offered a 50%refund for a 70euro ticket as a voucher which l can never use.
Why 50%?
Voucher is usless to me.

Rude, ironic and cynical staff. Italo terminal machine took our cash and never gave a ticket, it showed an error message, we approached customer care and they said they can do nothing but open a complaint and they will write us in the upcoming weeks. They said we need to buy tickets again.

We lost €168. The station manager literally laughed at us and said stay in florence if you don’t have additional money to buy tickets again and told us it is your mistake to use the machine you could have approached ticket office.

Very bad experience. We had a person right in front of our seat who pukes 4 hours long with loud noises. When we reported it, no one did anything. Horrible travel experience.

Awful scam artists. AVOID.
They cancel your train and rebook you onto one hours or days later, no way to email them, no way to get a refund. Maybe a voucher (for a train company in a foreign country, great) if you can navigate their impossible refund forms that structured to always make your claim invalid!
Avoid at all costs, get a boat or fly if you must, but don’t book with Italo!

Terrible Customer Service – Avoid This Company
I had an awful experience with Italo Treno. They completely ignore customer emails and never respond to any requests. I am entitled to a refund, but they simply don’t care and give no attention to the matter. Their customer service is non-existent. I strongly advise against using this company.

Trains were mostly in time and OK and cheaper than Trenitalia. Website doesn't allow me to edit my saved card though (or check whether I had it updated already), and when I try to use a new card, it says "card number can have at most 15 digits", and CVV "must have a least 4 digits". What!? Thanks for wasting my time figuring out how to pay you...

When I was book my seat I have chosen the seats with the table for 3 persons .
When I have came to the train I found our seats are normal seats . Be aware guys this company is not a trusted company ...
My booking reference is O9QZXY.
I am not satisfied and confused for what I have found .

I have a medical service dog . they decided they don't except it I had to pay a lot of money and they do not return it to me, I am considering filing a claim on them, just to make awareness to them what a service dog is and they should not discriminate against people.

Had a train from Roma Termini. I was unable to find the platform number on my ticket and struggled to find it on the departures board. I approached the Italo customer service office in the train station when one of the workers ran out of the store and began screaming in my face in Italian. I don’t speak Italian and all I wanted was to know the platform for my train and instead I got screamed at and humiliated in front of everyone at the station. NEVER book with Italo. Trenitalia staff were much nicer and helpful.

Got info that the train cancelled and nothing else, no compensation, no answer on the phone nor email. Basically a middle finger to the face. Avoid these people.

My girlfriend and I traveled with Italo for the first time on June 13, 2025, and it was an absolute nightmare. We were visiting Italy for the first time and had everything planned perfectly for our return home to Toronto. Unfortunately, things went south very quickly.

Our train (Italo 9904) was delayed by two hours due to a collision, causing us to miss our connecting train from Milano Centrale to Malpensa Airport. As a result, we missed the last check-in call for our international flight, which led to us missing our flight back to Toronto.

When we spoke to an Italo representative at the station, she simply said that it wasn't their fault and that they couldn't offer any refund or assistance. The staff was unhelpful, and I felt that being a foreign tourist made no difference to them. We ended up spending $1,600 CAD / 1,003 EUR on new flights, plus an additional $150 CAD / 94 EUR for baggage fees and $50 CAD / 31 EUR for an ETA visa (due to a layover in London). In total, we spent over $2,000 CAD / 1,250 EUR to get home.

As compensation, Italo offered us two 25 EUR vouchers, which we can only use for future train travel. This is utterly useless, as we won't be using their service again.

We will never use Italo again, nor will we recommend it to anyone. Our experience was frustrating, expensive, and incredibly disappointing. Italo’s customer service and response were unacceptable.

If you're considering traveling with them, I suggest looking at other options unless you're prepared for poor service and potentially costly disruptions.