Trenitalia Reviews 

One star for Trenitalia. Last summer, July 2025, I was treveling with my daughter from Bologna to Florence. We've bought our tickets and had to wait for the train about an hour or so. As it was the first time at Bologna station, we made sure we get to the right platform and waited there. A train came, about 5 or 10 earlier than announced, but we saw it goes to Florence so we got on. We asked a crew member who was right at the door if that's the train. We showed him the tickets and he confirmed that's the train. Happy we got the right train, we started looking for our seats. Then was when we started panicking because the seats on the tickets didn't match the seats on the train. We went back to the man on the corridor and told him we couldn't find our seats. He looked at the tickets again and said that he cannot help and we needed to ask the conductor. Well, shortly after, a lady conductor came, looked at our tickets and told us that there is actually another conductor (kind of like a supervisor) who would come and check that out. Sure enough, the other conductor came. I could tell she was quite annoyed and she became really rude when she saw our tickets. She told us those were for Italo, a rival company. That was the first time we realised that we were in Trenitalia and our tickets were for a different company. I wonder how come the other two crew people did not see that the tickets were for Italo. Anyhow, the rude lady seemed to not even blink when we told her that we had no idea, it was our first time traveling that route and that none of her colleagues told us anything about. I need to mention that I speak Italian very well so it couldn't have been any misunderstandings. Anyway, we had to pay other two tickets plus a 50 euro fine. In total, it was 150 e. It's my fault, I know, because I wasn't more careful where, what, how...bla bla...but we were so tired after an overseas flight that we didn't even think to check twice. Lesson learned! Trenitalia never again!

Never again! Every time I travel from Switzerland to Italy, the trains are delayed. Literally NEVER have the trains arrived on time. This is a never-ending mockery of passengers who bought expensive tickets. On our last trip, the train from Bern to Milan was delayed by over three hours!!! Passengers were thrown out of their carriages onto the platform in Domodossola and forced to stand in the cold for over two hours, without being given any information. This is outrageous, just as it is outrageous that people have been waiting months for compensation and refunds for delays and cancellations.

My family and I bought a Trenitalia ticket; the train arrived to destination with 90 minutes delay, which entitled us to a 52 EUR compensation according to their Service Level Agreement. I never got this money, despite countless calls to their call centre, which inevitably ended in bouncing me to another phone number, telling me that the reimbursement had been indeed issued (which I never received), refusing to give me evidence of this in the form of a receipt, etc. "Deny, defer, defend" tactics at their worst.

Recently stayed in Pisa travelling to various places using Trentalia's Tap & Tap payment machines. We were checked once coming back from Florence and our cards showed up with no problem. However near the end of the holiday we were checked on the train returning from Siena and unfortunately our cards did not show up on the system.We had noticed payments were not showing up until the next day but the check on the Florence train had allayed any worry of using T & T. The inspector was very unforgiving, wouldn't listen to any explanation whilst repeatedly saying 'no,no,no' to everything we said, even when I answered his question of where we were going to !!!! We decided to pay the fine and sort out later. We did try our luck at Pisa Centrale but the customer services lady had to google T & T ???? Upon returning home I set about sorting the refund as our payment had indeed gone through the next day. Sweet Jesus, what a nightmare. The website continuously froze or just closed down on me. I then decided to contact Trentalia on chat to then be told to contact the Tuscany office by email to explain. I received a generic reply all in Italian apart from the disclaimer at the bottom. After letting Google Translate do its job the email was simply links directing me back to the Trentalia complaints process that had failed me before. Also using T & T meant I had no physical ticket or PNR in which to continue the complaint online. To cut a long story short i attempted many more times, searched for Trentalia on social media and found the Regionale Facebook page and commented on one of their posts advertising T & T, they responded within a couple of minutes successfully advising me how to complete the complaint online (many thanks to them). According to an online search I believe I have a very long wait for resolution, and reading reviews here possibly a low chance of success (goodbye 135 euros !!!). We found T & T to be so convenient and mostly a great experience to use, Trentalia lets it down by lack of technical structure and its horrendous complaints process. Also perhaps some training for ticket inspectors to be a little more gracious would help as well.

Hi everyone,

I wanted to share my experience with Trenitalia on the “direct” train journey I booked from Geneva to Milan — a one-day round trip that was supposed to take about 4 hours and 30 minutes each way.

Well, my nightmare started early in the morning when my train from Geneva was cancelled without any prior notice. I ended up taking three trains and one bus, and — voilà! — after a 3-hour delay, I finally reached Milan.

Of course, by that time, I had missed all my appointments.

Later, I arrived at Milano Centrale an hour before my return train to Geneva. First, the “direct” train was announced with a 25-minute delay. Then, guess what happened next? They kicked us all off the train at Brig, in Switzerland!

Now I’ve been stuck here for almost an hour, and apparently, I still need to take two more trains to get back to Geneva. Instead of arriving at 11:50 p.m., I’ll now reach at 2:45 in the morning!

Can someone please give me a reasonable explanation why I paid CHF 200 for a direct train ticket — when even one of the doors wasn’t properly covered?

Sorry, European Union… but this experience was 100% crap!

Trenitalia refused my refund for unused travel segments after a major delay on the first connecting train forced me to buy new tickets for an alternative route to reach my destination on time.

Their reason: the claim should have been made at the time of the impediment — yet Trenitalia’s own website says refund requests must be submitted after the journey has ended.

At the time, the app offered no options to reschedule or reroute. Clear contradiction, poor customer service, and zero accountability.

We bought tickets from Rome to the Rome airport at a kiosk at Termini Station. The option we chose said 4 - 14 years of age are considered children and are free of charge. On the train the conductor checked our children's passports and said our 13 year old was considered an adult and above the ticket price we were fined €50 for having to buy the ticket onboard. He said it was clearly marked regional vs. Local trains. I bought the ticket at the kiosk , I know what was said on every screen , 4 - 14 years old were free. Entrapment.

I've tried to contact people via chat on the direct website. I'm on this train feeling helpless and frustrated right now. I tried to submit a complaint form using the same link they keep sending me. I tried about 10 times on several browsers with different reasons but I keep getting the same error - "Object reference not set to an instance of an object". I don't know what else to do. So I'll leave my review here.

Alice Z., our train conductor was extremely inconsiderate and unapproachable. The train was supposed to depart at 11.57 as per my ticket..it departed at 11.40. I barely had enough time to get on the train. When she asked for the Eurail pass, I was about to a activate it (I usually activate it before I get on the train but I had no time since it was 17 mins early and I had no email or warning stating it would be).

She charged my husband and I 50 euros penalty each without even listening to what we had to say. She said she was too busy and I should go online and figure it out myself. She wouldn't stand to talk to me. She kept going back and forth like she was busy but i could she see just went away so she wouldn't talk to me. I'm brown skinned and speak English online - not sure if this was related to that?

I would have liked to report her if the website was working. Having unapproachable and rude people who interact with customers and are very unhelpful is not the way to go for an international travel train. It is unacceptable behavior.

I bought 2 train tickets from Napoli to Bari online before I left home. Then I receive an email while I am traveling in Italy that my train is cancelled. We pay more money to take a bus to Bari. Now I am back home & I apply for a refund on Trenitalia website, there is a button that says “train was cancelled by Trenitalia”. I scan in copies of my tickets. Then I receive an email saying we cannot process this claim after the train has departed. What kind of company is this?? If I could give them zero stars I would. I’m surprised they are still in business, stealing peoples money & giving them nothing in return.

I saw someone gooning,peak game

F. train Italia !!! 40minutes late we miss our other train and hard to wait 2 hours for thé next one and of course thé next one was 15 minutes late. You should stop managing train you are not able to …

I was travelling as a tourist when the two ticket enforcers started verbally abusing a traveller, who was politely asking them about validation of tickets. They were also clearly a tourist and did not know they had to validate beforehand but accepted a fine should be paid. They were threatened with going to jail, swore at in front of many shocked customers and left visibly upset and shaken on the train. Disgusted with behaviour of staff on board and would not travel with this company ever again. Trenitalia - the two members of staff on this train should be in jail.

I was returning from Florence to Trimini Rome but train departed from different platform to the one on tickets no update on the app. This station has no information desk or people to help. The station closes at midnight and we spent night in McDonald's until text day.
Bought new tickets and arrived at Tremini Rome station. Trenitalia customer service no good, one hour to tell fill a form not included United Kingdom. Service customer care is so bad get insured or loose money.

What a great experience. All the trains we caught were on time and very efficient. We enjoyed the travel experience. The only stress is finding the correct train and platform initially but then your set.

I bought the ticket on 3:30 P.M., but Milano Centrale decided to close the gate and my trip to Malpensa transferred to 5:30 P.M. Ha-ha, funny, my flight start on 6:40 P.M. What should I do? Why you show the incorrect oclock on your terminal??? And finally i can’t refund even 50% back! There is no useful information on the ticket!

Bocked a Ticket from Rome Termini to Fiumicino Airport. Had no Problem when we took the Train from the Airport to Rome so no worries. After 50minutes I asked the lokals in the train if its still going to Fiumicino, they told us no. We had to get out at the next station and pay 80€ for an Uber so we got on the plane on time.

The problem: We would have had to switch Trains in Trastevere. It wasn't on the ticket, in the train there were no announcements. The only way of nowing would have been to go throuht the app which I found out afterwards.

So thaks for nothing Trenitalia.

I am still querying payment for tickets bought over a year ago, and then they had a strike. Have been told they will refund, but still waiting. Getting any kind of response is difficult if not impossible. Shame, as I like travelling with them. Am in UK.

You better validate your tickets in the machines that are not labeled anywhere and do it even if your ticket has a date and time, otherwise they will make you pay a very hefty fee. There is no way to have a reasonable conversation with the staff. Very confusing but they don’t care. No coming back. There are so many beautiful places where they don’t steal from you. Very disappointed with Trenitalia.

Worst experience ever. Overcrowded , like animals

The train got cancelled by a strike, we got the info about the cancellation last minute from a random guy with a yellow vest on the platform. Almost two months in and still no refund even after two requests.