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.

If you have more than one PNR code, please send us your request for each PNR.

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. 

Pour compléter ce formulaire en français, cliquez ici

Per compilare questo modulo in italiano, clicca qui

What is the subject of your request?
About your purchase
You booked your ticket through or on*
If you have booked on another website (Trainline, Loco2...), please select no and give us your banking information. .
Your personal information




First name*
Email address*
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 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 did not book through, the associated refund will be sent:
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