Complaint form

To submit a complaint, please fill in the form hereafter. If you cannot submit your request online, you can use the paper form available here that you can hand over to a Trenitalia ticket office or send by ordinary mail to the following address: 
Thello – Service Clients, B.P. № 10308, 75563 PARIS CEDEX 12, France.

Your complaint shall be submitted within 60 days of the travel date. We will answer within 30 days from the date of receipt of the request.

Please note that sending this form does not necessarily give you the right to a compensation.
For more details about the procedure and your rights, click here

All information provided will be kept confidential. We will not disclose your personal information to a third party without your consent.

Fields marked with an asterisk (*) are required.

To make a claim, please complete the form bellow. 

Your personal information
Title*
Name*
First name*
Street and number
Zip code
City
Country
Email address*
Phone number*
About your travel
Booking reference*
(PNR: 6 characters code)
Train N°*
Departure date (mm/dd/yyyy)*
Number of passengers*
Departure city*
Arrival city*
If you did not book through thello.com website, please upload your tickets.
Outbound journey
Authorized formats: pdf, txt, doc, docx. Max file: 5Mo
Inbound journey
Authorized formats: pdf, txt, doc, docx. Max file: 5Mo
Complaint details*
You can upload other documents here.
Authorized formats: pdf, txt, doc, docx. Max file: 5Mo
Bank details*
You booked your ticket through thello.com*
You booked your ticket on www.thello.com, the associated refund will be transferred to the credit card used for the original payment.
You did not book through thello.com, the associated refund will be sent:
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Please indicate the email address linked to your PayPal account:*
 
Please fill in your bank details:
IBAN | ABA*
SWIFT | BIC*
Bank name and address*
Account N°*
Name, surname and address of the account holder*
 

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