Complaints

You can submit a complaint, in Italian or in English, using the following channels:

• the appropriate webform. Fill it out with as much detail as possible, so we can get your query to the right person and give you the best answer. In particular, you shall at least indicate:

1. information for us to identify you by:
   • Your name
   • Email Address
2. information for us to identify your journey made or planned:
   • Date
   • Time of departure
   • Origin
   • Destination
   • Booking reference (where applicable)
3. a description of your complaint, noting the inconsistency of the service found with respect to one or more requirements defined by European or national legislation or by Trainline’s General Conditions.

• Call us at the numbers and within the timeframes specified here. Please note you cannot call us to make a booking. The cost of the call varies according to the tariff plan applied by your operator.
  Just so you know, we can only discuss booking details with the person who made the booking, for data protection reasons. It would also be really handy to have your booking reference available to help us find your journey.

We will provide a motivated reply to any complaints, indicating whether the complaint has been accepted or rejected, within 21 days from receipt of the same. In justified cases, within 21 days we will inform you that you will receive our response within 90 days from the date of receipt of the complaint.

You will be entitled to the following automatic compensation:

• Reimbursement of the price you paid for the ticket involved in the complaint, plus 10% of the same, in case we respond to the complaint between 91 and 120 days from receipt; and
• Reimbursement of the price you paid for the ticket involved in the complaint, plus 35% of the same, in case we don’t respond to the complaint within 120 days from receipt.

Compensation shall be paid to the same mean of payment originally used to purchase the ticket.

In any event, compensation for late reply shall not be paid if:

• the amount of compensation is less than €4;
• the complaint is not sent in the proper manner and/or does not include the minimum required content details as noted above;
• the passenger has already been paid automatic compensation for a late reply/no reply to a complaint concerning the same journey.

Trainline has not signed specific agreements for the use of a particular dispute resolution body. Customers can connect to the platform managed by the European Commission, and freely choose the body to contact to resolve the dispute and activate the relative procedure.

Only after you have sent your complaint to us, you can submit a second complaint (in Italian or English) to the Transport Regulatory Authority via post to Via Nizza 230 – 10126 Turin or by certified email to pec@pec.autorita-trasporti.it or by filling in the form available on the website www.autorita-trasporti.it/site/:

• If you are not satisfied with the responses received from us; or
• If you have not received any response from us within 30 days from the date of submission of the complaint.