INDEMNITY FOR DELAYS

SUBSCRIPTIONS

TICKETS

Compensation for regional rail pass holders in the event of delays and cancellations

If you have a monthly or annual rail pass or integrated TrenoCittà, Io Viaggio Ovunque in Provincia (IVOP) or Io Viaggio Ovunque in Lombardia (IVOL) pass and have experienced repeated delays and cancellations during your trips, you can check whether you are entitled to compensation.

As required by the Transport Regulatory Authority (Autorità di Regolazione dei Trasporti – ART), compensation is paid monthly if 10% or more of the scheduled trips on a route have been completely or partially cancelled or have arrived at their destination more than 15 minutes late. For IVOP rail passes, the value is calculated on the routes within the catchment areas; for IVOLs, on all of them.

For rail passes the compensation is equal to 30% of the value of the monthly payments and 1/12 of 30% of the annual payments; for integrated rail passes, it is equal to 10% of the share of the fare due to Trenord. As defined by the European Regulation on rail passengers’ rights and obligations (EU Regulation 2021/782, Article 19), compensation shall not be provided for any amount lower than 4 euros, therefore compensation is not applicable for weekly and STIBM rail passes.

The list of routes for which it is possible to request compensation is published on this page on trenord.it. A list is published by the end of each month showing the service performance over the previous two months, calculated using consolidated and certified data.

Compensation is granted upon request by passengers who hold a valid rail pass for the route and period for which compensation is due. You can submit your request online on trenord.it, using this form or from your Personal Area, within 12 months of the list being published.

You will receive compensation in the form of a voucher, to be used for purchases on trenord.it and malpensaexpress.it within 12 months of issue.

Compensation for the months between July 2024 and January 2025 has been recalculated, according to the ART guidelines; the updated lists are published on the website. If you have a rail pass for a route that has become eligible for compensation following the update, you can submit a request within 12 months of the new list being published, i.e., by October 2026.

If you have a season ticket for a route that has become eligible for compensation following the update, you can submit your claim by October 2026. The updated online form for submitting these claims will be available in the coming weeks.

For lines already included in the lists, the deadline for requesting compensation will remain unchanged at 12 months from the first publication.

Rail service performance - July 2025

Route failures qualifying for compensation are identified, taking into account:

service irregularities that are the responsibility of the railway company, such as train breakdowns or unexpected staff absences
disruptions caused by infrastructure malfunctions, such as problems with systems and level crossings
irregularities due to external causes, such as bad weather, misconduct, intervention by the authorities
the impacts of strikes on service

JULY 2025 TREND

ARCHIVE OF PREVIOUS MONTHS

ALSO IN THE TICKET OFFICE OR BY MAIL

AS AN ALTERNATIVE TO ONLINE YOU CAN CLAIM COMPENSATION AT THE TICKET OFFICE OR BY ORDINARY MAIL

First download and fill out the refund form in all its parts:

Refunds form
Fill out the form, and pay particular attention to giving us consent for the processing of your data. You can get it to us by sending it by post or by delivering it at the ticket office or in My Link Points.

by mail (Trenord S.r.l. - Refunds Office, Piazzale Cadorna 14 - 20123 Milan)*

or

at the ticket offices and My Link Point Trenord

* in this case you must attach a copy of the identity document

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Compensation of the ticket for delay

In case of delay both at departure and at destination (with respect to the locations indicated on the ticket), compensation can be requested. The only condition is that the ticket has not already been fully refunded *.

In fact, according to the provisions of Article 16 of Regulation (EC) No. 1371/2007, if it is reasonably foreseeable that the delay of the train to its final destination is more than 60 minutes, the passenger can choose to obtain a full refund of the ticket , under the conditions under which it was purchased, for the part or parts of the trip not made and for the part or parts already made, if the trip is no longer useful for the purposes of the original travel program, in addition to having the possibility if necessary, to return to the starting point as soon as possible.

The compensation of the ticket for delay is calculated as follows:

il 25% of the ticket price in the event of a delay of between 60 and 119 minutes;

il 50% of the ticket price in the event of a delay of 120 minutes or more.

ATTENTION
Only tickets and season tickets with a Trenord. VAT number (06705490966) can be refunded.

request a refund online

OR AT THE TICKET OFFICE OR BY MAIL

AS AN ALTERNATIVE TO ONLINE YOU CAN CLAIM COMPENSATION AT THE TICKET OFFICE OR BY ORDINARY MAIL

First download and fill out the refund form in all its parts:

Refunds form
Fill out the form, and pay particular attention to giving us consent for the processing of your data. You can get it to us by sending it by post or by delivering it at the ticket office or in My Link Points.

by mail (Trenord S.r.l. - Refunds Office, Piazzale Cadorna 14 - 20123 Milan)*

or

at the ticket offices and My Link Point Trenord

* in this case you must attach a copy of the identity document

Find out more Close

For each case, your refund

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Refunds and indemnities section

OTHER REFUNDS

These are partial or total refunds due for reasons such as strikes, lack of service, cancellation of travel, loss or delay of a single train.