INDEMNITY FOR DELAYS
Subscription compensation for delays
From May 3rd, 2021 Trenord introduces the new compensation for delay on passes.
Holders of monthly or annual train-only passes who, during the validity period, incur a succession of travel delays or cancellations are entitled to it.
The compensation is recognized for each month in which, for the route indicated on the ticket, a number of trains equal to or greater than 10% of those scheduled are delayed by more than 15 minutes or are canceled entirely.
The compensation is equal to 10% of the monthly subscription and 1/12 of 10% of the annual subscription.
For integrated season tickets, the compensation is calculated only on the share of the integrated tariff due to Trenord for the railway service.
Indemnities of less than € 4.00 are not recognized and indemnities are not recognized to holders of free season tickets.
REQUIREMENTS AND CHARACTERISTICS OF THE INDEMNITY
First of all, to check if you are entitled to compensation, you need to know the Director to whom the subscription you own is assigned.
From the 22nd of each month - according to the same timing of the information on the reliability index and the Regional Bonus -, the Trenord.it website will show the details of the Guidelines (and related associated lines) for which it will be possible to request compensation.
The list of guidelines displayed on the 22nd of each month refers to the performance of the service analyzed and certified 2 months earlier. It follows that if the first month under observation, which could allow the request for compensation, is May 2021, it will be possible to request compensation for the month of May starting from 22 July, when the data relating to the trend in May will be published.
The request for compensation can be submitted up to 12 months from the date of validity of the monthly subscription. Annual season ticket holders may claim compensation for each month for which they are entitled, upon expiry of their season ticket's validity and not beyond 12 months.
The data relating to the trend, necessary to make the request, will in fact remain available on the website for one year. The indemnity is paid at the request of the customer and can be monetized (bank transfer or cash).
Alternatively, Trenord offers compensation through a voucher that can be credited to the customer's personal area, which can be used to purchase Trenord products.
The payment of the amount to the customer (or the loading of the voucher) takes place within 30 days from the day of the request for compensation made by the customer.
INFORMATION FOR CUSTOMERS PURCHASING FROM OTHER OPERATORS (NOT TRENORD)
- DECLARATION OF USE -
For integrated season tickets purchased from other operators only, it is mandatory, by the fifth day of the month of use, for the customer to declare the predominantly used railway route.
The declaration must be made exclusively through the appropriate ONLINE FORM (in italian only).
The subsequent request for compensation for the season ticket, which can be submitted two months after the declaration of use, can only be made via the Trenord website.
HOW TO APPLY FOR COMPENSATION
The request is made through the online form on the personal area of each customer.
ALSO IN THE TICKET OFFICE OR BY MAIL
First download and fill out the refund form in all its parts:
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