a) DISRUPTION ATTRIBUTABLE TO TRENORD OR DUE TO A PUBLIC
Refunds may be requested for unused TICKETS (even
if already validated) or PASSES displaying
Trenord's VAT number, if a journey has not run for reasons that can
be attributed to Trenord or due to a public order. For validated
tickets, Trenord staff must be informed of the non-use of the
ticket in order to obtain a refund. For stations with no ticket
desk or where the ticket desk is closed, the request must be made
in writing to the TRENORD Refunds Office within 72 hours of the
event that affected the journey, attaching the original travel
FULL refund (even if the ticket has already been
validated, subject to a note by a member of TRENORD staff) in cases
- Train cancellation;
- Delay of more than 60 minutes;
- Strike (the request should be made within 48 hours);
- Public order;
- No first class carriages available;
- Lack of provision for bicycle transportation (subject to a note
by a member
of Trenord personnel);
- Lack of provision for disabled passengers or those with reduced
(subject to a note by a member of Trenord personnel);
- Changes to tariffs (three months before the expiry date of the
PARTIAL refund (subject to a note by a member
of Trenord personnel) in cases of:
- Partial use of route;
- Travel in a lower class of carriage due to the absence of the
higher class as
per the official timetable.
* In the case of multi-journey tickets that have been
partially used or are unused, refunds will be provided for the
value of the single journey according to the terms outlined
FULL refund of the WEEKLY PASS (not validated or
prior to the date of commencement of validity) in cases of:
- Disruption to the line for a duration equal to the pass duration
without provision of a substitute service;
FULL refund (subject to the return of the pass during the
disruption) of the MONTHLY or ANNUAL PASS**
proportionate to the period in which the pass was not used in cases
- Disruption to the line for a duration of more than 10 days
of a substitute service.
** MONTHLY PASS refund calculations will be based on
1/30th of the pass price per valid day
remaining from the day of disruption; ANNUAL PASS refunds
will be calculated based on 1/12th of the pass price
per full month not used.
b) PASSENGER CANCELLATION
It is possible to request the refund of a standard TICKET
or PASS that has not been used, displaying Trenord's VAT
number, in the case of failure to travel due to passenger
cancellation. In this case, 10% of the price of
the travel document will be retained by the company. If the
passenger decides to use the refund for the purchase of
another travel document, no deduction will apply.
In the case of changes to tariffs, the refund of the travel
document that can no longer be used will be equal to 100% of the
tariff or remaining portion in the case of a book of tickets, and
is guaranteed for a period of three months from the date of expiry
of the travel documents. Alternatively, the passenger may purchase
a different travel document.
UNUSED TICKET or PASS refund (not validated or
prior to the date of commencement of validity):
The ticket, or weekly/monthly pass, will be reimbursed at 90% of
the sale price or 100% in the case of purchase of another travel
In the case of a book of multi-journey tickets, the percentage
applies to the remaining portion, or the difference between the
sale price and the normal price for one or more standard tickets
for the same route as the book of tickets, corresponding to the
number of trips already used.
In the case of supplements for pets or bicycles, refunds can be
made on the condition that these tickets are presented with the
passenger's travel documents.
In the case of print@home tickets, the refund must be requested
online and within 72 hours of the commencement of validity.
Partially used MONTHLY/ANNUAL PASS:
a) MONTHLY PASS (with 10% deduction) in cases of:
- Illness for more than 15 consecutive days (with a doctor's
- Extraordinary events that prevent the use of the service for
more than 15 consecutive days (with official documentation).
b) ANNUAL PASS (the difference between the sale price and the
normal price for the months used).
Refunds for PASSES BOUGHT IN ERROR (within two
days of purchase):
The refund of passes bought in error are refunded in full in cases
- Purchase of two passes in the same name that are valid for the
same connection and in the same period (in such cases the refund
will be provided for the pass with the shortest route in
- Erroneous issue of the pass by a TRENORD automatic self-service
- Erroneous issue of the pass by an authorised seller.
Refund for a JOURNEY IN A LOWER CLASS OF
The passenger has no right to a refund if they choose to travel in
a lower class.
c) COMPENSATION FOR DELAY
Passengers can request compensation from TRENORD in cases
of delays either at the start of their journey or on arrival.
Compensation for TICKET
Passengers can request compensation from TRENORD in cases of
delays either at the start of their journey or on arrival (at the
locations specified on the ticket) if the ticket has not been
refunded. Reimbursements for delays are as follows:
▪ 25% of the ticket price in case of a 60-119 minute delay;
▪ 50% of the ticket price in case of a delay equal to or more than
There is no compensation for sums of less than €4. Reimbursement
of the ticket price will be made within a month of the request.
Compensation for PASS HOLDERS
Passengers who suffer recurrent delays and/or cancellations during
the validity period of their pass, even if not the fault of Trenord
(force majeure), can request compensation as follows:
|Type of Pass
||No. of agreed journeys
||Unit compensation amount
||€ (pass cost)/60
||12 trains per month
||25% * €/60
||50% * €/60
||€ (pass cost)/14
||3 trains per week
||25% * €/14
||50% * €/14
For passengers with annual passes the same
rules apply as for the monthly pass. Compensation will be provided
for each month in which cancellation or delays occurred and for
which compensation requests are made.
There is no compensation for sums of less than €4. Compensation
cannot be combined with any Bonuses provided for in the Service
Contract with the Lombardy Region.
d) THEFT, LOSS, DAMAGE
In the case of theft, loss or damage of paper passes, with the
exception of annual passes, there is no refund available. If the
pass is stored on an electronic card, this can be loaded onto a new
Trenord card, subject to the appropriate checks. In cases of theft,
loss or damage of the receipt for the top-up of the pass stored on
the card, please contact Trenord Customer Care.
- Weekly and monthly paper passes: no
- Annual paper Trenord passes or annual/three-monthly 'Io
Viaggio Ovunque in Lombardia' passes:
passengers can request a duplicate pass (subject to a fee) for the
remaining period of use, preferably at the ticket desk where the
original document was issued. No refund will be made for travel
documents bought in the interim period;
- Passes on electronic ITINERO/IO VIAGGIO cards:
subject to the appropriate checks by Trenord, passengers can
request a new card at Customer Care My Link Points or at ticket
desks, which will issue a duplicate with the remainder of the valid
pass. In the case of theft or loss, this is subject to a fee,
whereas in case of malfunction of the card, this will be free of
charge. There are no refunds for travel permits purchased in the
interim period. In case of theft, the request for a new card must
be accompanied by a public authority report. In other cases, the
request for a new card must be accompanied by a written
- Travel documents on an anonymous electronic MY LINK
card: no refund;
- Receipt for top-ups: a free copy can be
requested at Customer Care My Link Points.
e) EXCLUSION FROM REFUND
Some types of tickets and passes are non-refundable.
- Paper tickets and passes (with the exception of annual passes)
which are declared lost, damaged or stolen;
- Tickets and passes sold at discount rates;
- Tickets and passes sold at trans-regional rates;
- Single tickets and books of tickets for Malpensa Express (in the
case of the passenger's own personal reasons);
- Tickets and passes issued by other operators that are valid on
- Single tickets and books of tickets that have been loaded onto
anonymous MY LINK CARDS.
HOW TO REQUEST A
La Requests for refunds or compensation can be made by filling in
the appropriate form [Italian only], enclosing the
original travel document. The request can be sent to:
- - Trenord ticket offices;
- - Customer Care My
Link Points at Milano Cadorna, Milano Porta Garibaldi;
- - By post to "Trenord - Ufficio Rimborsi - c/o Stazione Cadorna
Palazzino Movimento Piazzale Cadorna 20123 Milano"
[in this case a copy of an identity document must be
- - Online [only for purchases made at the e-Store
or on the Trenord APP; the order number and PNR must be
TRENORD will send a response regarding the refund/compensation
claim to the passenger within 30 days which will include methods of
payment of any refund to be made.