INDEMNITY FOR DELAYS

SUBSCRIPTIONS (NEW)

TICKETS

Subscription compensation for delays

In order to protect holders of rail passes, integrated TrainCity and IVOL, in case of delays or cancellation of rides, the Transportation Regulatory Authority (ART) has stipulated that compensation be awarded (Resolution 106/2018).

The compensation is calculated on the monthly performance of each individual route and is recognized, upon request of the subscriber, when the sum of cancelled runs and those that have accumulated more than 15 minutes of delay, is equal to or greater than 10% of the scheduled trains. In the case of IVOL integrated subscriptions, the value is processed on the performance of the entirety of the routes.

The share of the compensation is 30% of the value of the monthly subscription and 1/12 of 10% of the annual subscription. For integrated subscriptions, the value of the compensation is 10% of the share of the fare that is due to Trenord. Customers can apply for compensation for the route and period of validity of their season ticket.

As defined by the European regulation, on the rights and obligations of passengers in rail transport (EU Reg. 2021/782, Art. 19), it is provided that compensation of less than 4.00 euros is not recognized. Therefore, it is not possible to file a claim for STIBM and IVOP season tickets, as the share of the fare that Trenord is entitled to for these tickets is less than 4 euros.
No compensation is granted to free season ticket holders.

REQUIREMENTS AND CHARACTERISTICS OF THE INDEMNITY

First of all, to check if you are entitled to compensation, you need to know the Director to whom the subscription you own is assigned.

From the 22nd of each month - according to the same timing of the information on the reliability index and the Regional Bonus -, the Trenord.it website will show the details of the Guidelines (and related associated lines) for which it will be possible to request compensation.

The list of guidelines displayed on the 22nd of each month refers to the performance of the service analyzed and certified 2 months earlier. It follows that if the first month under observation, which could allow the request for compensation, is May 2021, it will be possible to request compensation for the month of May starting from 22 July, when the data relating to the trend in May will be published.

The request for compensation can be submitted up to 12 months from the date of validity of the monthly subscription. Annual season ticket holders may claim compensation for each month for which they are entitled, upon expiry of their season ticket's validity and not beyond 12 months.

The data relating to the trend, necessary to make the request, will in fact remain available on the website for one year. The indemnity is paid at the request of the customer and can be monetized (bank transfer or cash).

Alternatively, Trenord offers compensation through a voucher that can be credited to the customer's personal area, which can be used to purchase Trenord products.

The payment of the amount to the customer (or the loading of the voucher) takes place within 30 days from the day of the request for compensation made by the customer.

INFORMATION FOR CUSTOMERS PURCHASING FROM OTHER OPERATORS (NOT TRENORD)

- DECLARATION OF USE -

For integrated season tickets purchased from other operators only, it is mandatory, by the fifth day of the month of use, for the customer to declare the predominantly used railway route.

The declaration must be made exclusively through the appropriate ONLINE FORM (in italian only).

(This declaration is not necessary for integrated season tickets purchased from the Trenord sales network)

The subsequent request for compensation for the season ticket, which can be submitted two months after the declaration of use, can only be made via the Trenord website.

IN SUMMARY:
THE FIRST INDEMNITY REQUIRED IS RELATED TO THE MONTH OF MAY 2021
YOU CAN REQUEST STARTING FROM 22 JULY 2021

HOW TO APPLY FOR COMPENSATION

The request is made through the online form on the personal area of each customer.

ALSO IN THE TICKET OFFICE OR BY MAIL

AS AN ALTERNATIVE TO ONLINE YOU CAN CLAIM COMPENSATION AT THE TICKET OFFICE OR BY ORDINARY MAIL

First download and fill out the refund form in all its parts:

Refunds form
Fill out the form, and pay particular attention to giving us consent for the processing of your data. You can get it to us by sending it by post or by delivering it at the ticket office or in My Link Points.

by mail (Trenord S.r.l. - Refunds Office, Piazzale Cadorna 14 - 20123 Milan)*

or

at the ticket offices and My Link Point Trenord

* in this case you must attach a copy of the identity document

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Compensation of the ticket for delay

In case of delay both at departure and at destination (with respect to the locations indicated on the ticket), compensation can be requested. The only condition is that the ticket has not already been fully refunded *.

In fact, according to the provisions of Article 16 of Regulation (EC) No. 1371/2007, if it is reasonably foreseeable that the delay of the train to its final destination is more than 60 minutes, the passenger can choose to obtain a full refund of the ticket , under the conditions under which it was purchased, for the part or parts of the trip not made and for the part or parts already made, if the trip is no longer useful for the purposes of the original travel program, in addition to having the possibility if necessary, to return to the starting point as soon as possible.

The compensation of the ticket for delay is calculated as follows:

il 25% of the ticket price in the event of a delay of between 60 and 119 minutes;

il 50% of the ticket price in the event of a delay of 120 minutes or more.

ATTENTION
Only tickets and season tickets with a Trenord. VAT number (06705490966) can be refunded.

request a refund online

OR AT THE TICKET OFFICE OR BY MAIL

AS AN ALTERNATIVE TO ONLINE YOU CAN CLAIM COMPENSATION AT THE TICKET OFFICE OR BY ORDINARY MAIL

First download and fill out the refund form in all its parts:

<link file:4586 _blank download il file in una nuova>Refunds form (in italian only)
Fill out the form, and pay particular attention to giving us consent for the processing of your data. You can get it to us by sending it by post or by delivering it at the ticket office or in My Link Points.

by mail (Trenord S.r.l. - Refunds Office, Piazzale Cadorna 14 - 20123 Milan)*

or

at the ticket offices and My Link Point Trenord

* in this case you must attach a copy of the identity document

Find out more Close

For each case, your refund

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Refunds and indemnities section

OTHER REFUNDS

These are partial or total refunds due for reasons such as strikes, lack of service, cancellation of travel, loss or delay of a single train.