To submit your request of compensation in case of delay in arrival, please fill in our Contact form.
Your request shall be sent within 60 days of the travel date.
We will answer within 20 working days.
To enable us to promptly process your request, please provide the following information:
You booked your ticket on www.thello.com.
You have a Trenitalia ticket (except “all inclusive” packages) or booked at Thello Boutique
If your case is not listed above or if you bought an “all inclusive” package, please follow the instructions of the company that issued the ticket.
If you cannot submit your request online, you can use a paper form that you can hand over to a Trenitalia ticket office or send by registered mail to the following address:
Thello – Service Clients, B.P. N° 10308, 75563 PARIS CEDEX 12, France.
In case of delay in arrival, Regulation (EC) n° 1371/2007 of 23 October 2007 applies.
There will be no compensation if the passengers were informed about the delay before purchasing the ticket.
Should you not be satisfied with the response you have received from our Customer Service Department within 60 days from the receipt of your request, you may refer the complaint to our Mediator, « La Médiation Tourisme et Voyage ». This external entity will review your file impartially and suggest a solution to the dispute. For more information or initiate proceedings, please consult www.mtv.travel.
You consider that your entitlements have been breached.
If you consider that your entitlements under rail passenger rights have been breached:
NOTE: Complaints should in principle be made in the country where the incident took place.
National Enforcement Bodies
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