Trenitalia Reviews 

Horrible refund process that gets declined within seconds without any reason and without them even reading through the complaint. Couldn't have a worse experience. Very dissapointed.

Very bad service and bad technology. No any digital screen works inside train .No English announcement

I booked online and the confirmation had the wrong date. I was told that the only way to resolve it was to go to the station. We arrived the night before we were due to travel on the train so had to go the next morning. The station agreed that it was an error but I had to rebook and they agreed to refund what I had paid. I was given a receipt and a guarantee that I would get the refund within a few days. I didn't and still haven't received it. I have telephoned, had a relative in Italy to try, e mailed everybody there with no reply. The refund code I was given is not recognised on their refund system. I appears that I will have to go to Verona station to start again. If I do it will not be pleasant.

Train cancelled due to strike. No other trains available all day. Refused to refund me. Raised dispute through bank and they tried to block refund. Fortunately the bank won. Absolute crooks.

I had booked the Executive class from Paris to Lyon and my experience was discriminatory. This was on the 14:26 train (6651) -- I have reduced mobility, use a foldable wheelchair and require my husband's assistance to board. This has not been an issue on flights across Airlines, Amtrak, etc. The station was notified in advance. Upon arrival 40 minutes prior to departure, the train attendant denied us boarding because we declined assistance, saying it was mandatory. Trenitalia’s website does not verify this claim; assistance is described as available but not mandatory. We also showed the French and EU legislation (Regulation 2021/782 Chapter V) that protects the right to travel with a wheelchair. The trains assistance at Paris' Gare du Lyons office confirmed that we are entitled to refuse assistance and board ourselves, and that the attendant was not following standard policy. Multiple station employees and Trenitalia employees witnessed and agreed with us on the policy - a very own Trenitalia employee was disturbed enough at this attendant's behavior that she said she' be writing her own email to management. More than five employees tried to reason with the attendant, who laughed and ultimately denied us to board. In addition, she suggested I needed to prove I could walk in order to let us board, told other employees 'you don't know what you are talking about,' and scoffed repeatedly. While she initially suggested this was station policy, she then said it was French law and when we proved this was in fact not consistent with French or EU Law, she shifted and said it was their own policy and that the statutes do not apply since they are translated to English. Trenitalia still refused us to board and made us rebook for a later departure. Our new seats were also downgraded from executive to business without any refund. Despite using a folding chair, we were placed in the wheelchair area in violation of Trenitalias own policies that guests in folding wheelchairs sit in a normal seat and Stowe their chair. We are considering legal action for this abhorrent case of discrimination as I have never been this disrespected in my 26 years of using a wheelchair.

They changed the line where we were suppose to wait for the train within minutes, we almost lost the train. The worst of all is that the ac is off while waiting for the train to leave, it was suffocating and miserable.

Even 5 minutes before departure, the platform was still not displayed at the station. If we hadn’t asked a staff member ourselves, we could have missed the train.

The 9-hour journey was miserable. The seats were extremely uncomfortable, making it almost impossible to sleep or even sit comfortably. But the worst part was the air conditioning — the train was absolutely FREEZING. Everyone was covering themselves with whatever they could find, and even children were visibly cold. We basically spent the entire night shivering.

I’ve travelled on countless trains, including much cheaper and lower-category ones, and I have NEVER experienced anything this bad.

Paying for a 9-hour overnight journey and receiving this level of discomfort and complete lack of care is unacceptable. Easily one of the worst train experiences of my life. Never again.

One star is too much even!!! We wanted to take an Intercity train from Roma Termini to Salerno on the 5th of August. Upon arrival at Roma Termini we were informed of a 15 minute delay. We ended up getting an email that this delay could end up at about 60 minutes… we arrived 90 minutes late eventually and we got an email again saying that we were eligible for an entire refund of our tickets because the train arrived more than 59 minutes late. Once we requested the refund it immediately got denied stating that “they couldn’t give refunds for fares lower that 4€” (mind you these tickets were over 4€ so that’s the biggest bullshit excuse I’ve heard in a longgggg time). When starting a chat on their website to ask why the request got denied they just closed the chat and that’s the end of it. Never again.

Staff cancelled my train to the airport and had to fork out £252 for a taxi so I wouldn’t miss my flight. When I complained, they only gave me a refund for the ticket and refused to reimburse me, insurance also denied my claim. Thank god I don’t live in Italy as I will never use again.

I recently traveled with Trenitalia first class thinking that I might have a better experience this way. I was wrong. The seats were more comfortable but the bathroom was filthy, there was no wifi and the power outlets were non functional. I went to the bar to get a cold drink and they had nothing cold at all. In the middle of the summer, with 100-degree heat they had nothing cold. Deplorable service apart from late arrivals

We tried to use it between Bari and Polignano A Mare. Horrible, not worth it. Huge delays, without correct information, no place on the trains, it’s also hard to find place to stand somewhere.
Never again.

Their delay cost me €370. They refunded me 25% of a train ticket.

Our train from Florence to Rome arrived late, causing us to miss our connection to Bari and subsequently our prepaid ferry (€280). We were stranded overnight in Bari, forced to book emergency accommodation (€90) and rebook the ferry the next day, losing an entire day of our holiday.

After filing a formal complaint and waiting over a month for a response, Trenitalia offered a 25% refund on the train ticket. Not the ferry. Not the Airbnb. Not the replacement ferry. Just a fraction of one train ticket.

EU Regulation 1371/2007 exists specifically to protect passengers in situations like this. Trenitalia seems content to ignore it.

The refund process for delayed trains is extremely frustrating.
Trenitalia offers customers the choice of receiving a refund either as a bank transfer or as a voucher. To receive the refund by bank transfer, customers are instructed to use a specific link. Unfortunately, in my case this link simply did not work.
I contacted customer service several times, explained the issue and even provided my bank details. Instead of resolving the problem or sending a working link, Trenitalia eventually issued a voucher code without ever addressing the fact that their own refund link was unusable.
This creates the impression that the advertised choice between a bank transfer and a voucher exists only in theory. If the bank transfer option cannot be used because of a faulty link, customers eventually feel pressured into accepting a voucher and spending the money with Trenitalia again.
What made the experience even more disappointing was the communication. Responses were slow, the actual issue was ignored, and time seemed to pass almost like a dream. In the end, you are simply expected to accept the solution that is most convenient for Trenitalia rather than the one you originally chose.
Good customer service would provide a working link or simply allow customers to submit their bank details by another secure method instead of ignoring the problem altogether.

One of the worst service of public transport. I have traveled a lot in very poor countries, but I've never had these chronic delays from 10 to 20 minutes. This makes it impossible to organize a journey or a movement in an ecological way, because you lose all the train connections and change the digital ticket is extremely complicated as once validated you can no longer reorganize your trip. I am shocked as Italians can accept these conditions in 2026. Furthermore, tickets for this kind of service are very expensive and you have no alternative, there is only Trenitalia if you want trains.

I booked 4 tickets for my family to go from Milan to Lake Maggiore (Stresa) for the day, leaving 09:25 and arriving around 11:00. It was advertised that many lines are undergoing construction or "improvement" during the summer (you know, when people travel most to the lakes -- seems like a bright idea). So, for the last half hour of the trip, the passengers would have to switch to a bus. Fine, seems manageable. But, as it turns out, they don't have enough busses to actually transport people to the final destination for which they paid the ticket. (Shocking, I'm sure.) The next bus would be available at 14:30. There is little point to saying anything else. This is more than enough to demonstrate the ineptitude of this company. Even if the various "strikes" they carry out throughout the year were to have an impact and improve the conditions for the workers, the service would still be awful.

I bought a ticket Verona to Bologna via their train website, because the ATV bus from Garda was delayed: I missed that train, I took a local train an hour later, both trains had the same price. In a rude way the female ticket controller didn't accept my ticket and charged me 5€ extra. Don't worry: next time I take the Flixbus or Itabus: it's also cheaper...

A very disorganized, misleading, expensive train solution. Too many problems to list. There is a much better option. I beg of you to choose it.

We paid extra to select seats, but the seats on the ticket do not match the seats we picked and are on opposite ends of the train. Contacted customer service immediately but they refuse to help. Tried to file a complaint but it can only process Italian address formatting, so foreigners cannot complain. Horrible service.
Do not pay extra for seat selection - the system is broken and they refuse to take responsibility for it.

We bought 2 tickets to go from the airport to Rome. When the conductor came by, we couldn’t find our second ticket. We showed her the receipt that we paid for 2 tickets, but she charged us for another ticket (€14) plus a fine (€50) - we found the ticket 5 minutes later and asked for a refund of the outrageous fine. She told us to submit for a refund at the station in Rome. We did. Two months later (!) they denied our refund. Worst customer service. Next time I’ll give my money to an Uber driver.

Our first trip with TrenItalia (intercity Notte, Taormina Giardini - Roma (10 hour sleeper train), June 2026)
The train was initially delayed by an increasing period upto 80 minutes and finally cancelled.
The single TrenItalia workman in the station tried to convince us it was merely delayed, despite both the electronic displays and the Trenitalia app saying 'cancelled'.
We received an SMS, (divided into 12 messages, received over 40 minutes), which when translated simply explained how to claim compensation.
Having by chance decided to get a different train to Messina (the next station along the line), which was itself delayed 30 minutes, we were told by a "customer care" agent that our train would run after all and leave Messina 3 hours late. (Although we received no notification by SMS, nor through the app, nor on any of the stations displays)
Having finally joined the train, we received only one welcome pack, and were told (by the unbelievably surly conductor) that we were not entitled to one for the second passenger.
Incredibly, we were then told that the toilets were "not available" for the 12 hour journey!
Dribble of water from the basin tap.
Charging points did not work.