immagineimmagine

Enter

Do you already have a Trenord account?

immagine
immagine
immagine

FAQ

Per eventuali domande di rimborso per rinuncia al viaggio di abbonamenti validi a partire dal mese di novembre e dovuti al perdurare dello stato di emergenza sanitaria, sono in corso le valutazioni con gli Enti competenti per l’adozione di una linea guida comune nell’ambito del comparto del TPL.

Ricordiamo che, in caso di richiesta di rimborso per rinuncia al viaggio, anche per l'emergenza coronavirus, è sempre obbligatorio allegare l'abbonamento in corso di validità, in originale. In caso questo sia caricato sulla tessera IOVIAGGIO, sarà indispensabile consegnarla insieme alla documentazione.

Ti invitiamo a consultare periodicamente il nostro sito alla pagina www.trenord.it/assistenza/servizi/rimborsi dove troverai le informazioni aggiornate.

A causa dell’elevato numero di richieste, alcune pratiche sono ancora in elaborazione, l'erogazione dei  voucher di rimborso è ancora in corso. Si invitano tutti coloro che hanno fatto richiesta, a controllare la propria area personale. 

No, purtroppo i termini sono scaduti. Le richiesta di rimborso, per emergenza sanitaria, degli abbonamenti di marzo e aprile 2020, prevedevano termine ultimo di invio il 31 ottobre 2020.

Tra gli eventi che impediscono di fruire dell’abbonamento per più di 15 giorni consecutivi, e quindi di richiedere il rimborso, c'è lo smart working, (allegare certificato rilasciato dall’azienda per dimostrare la sussistenza del rapporto di lavoro), la didattica a distanza o altre situazioni eccezionali, debitamente comprovate con una dichiarazione formale a TRENORD.

Ad oggi non è possibile associare una tessera di altro vettore al proprio profilo Trenord e, di conseguenza, acquistare da sito www.trenord.it prodotti che necessitano di tessera elettronica.

Per sopperire a tale problematica, Trenord emetterà gratuitamente una tessera “Io Viaggio” per tutti i clienti che hanno ricevuto rimborso per “emergenza sanitaria” e che, al momento, sono impossibilitati ad usufruirne perché in possesso esclusivamente di una Tessera di ATM. Puoi chiederla, a titolo gratuito, tramite il form presente nella tua Area Personale, nella sezione SERVIZI.

Con il voucher, trasformato in Credito Trenord, puoi acquistare qualsiasi tipo di biglietto, abbonamento o prodotto promozionale disponibile sul sito, ad esempio biglietti e abbonamenti solo treno, STIBM, Discovery... Il Credito Trenord è infatti come un qualsiasi altro metodo di pagamento.

 

 

Il Credito Trenord è spendibile esclusivamente sul sito trenord.it, fruibile anche da dispositivo mobile, per l’acquisto di tutti i prodotti disponibili e può essere utilizzato in modalità credito a scalare, anche per più operazioni, fino ad esaurimento dell'importo a disposizione.

È possibile associare più tessere “Io Viaggio” ad un unico profilo. È sufficiente, effettuato il login sul sito trenord.it , accedere alla propria area personale e da lì alla sezione “i tuoi titoli di viaggio”. Nel sottomenù “abbonamenti e tessere” si può procedere ad associare nuove tessere “Io Viaggio”. 

Il rimborso per “emergenza Covid19” su abbonamenti di durata annuale o Trimestrale è relativo alle mensilità di Marzo e Aprile 2020.

Il rimborso delle mensilità successive è da considerarsi un rimborso per “rinuncia da parte del viaggiatore” e in quanto tale, gestito secondo quanto previsto dalle Condizioni Generali di Trasporto Trenord (Art.102.5) che prevedono, per questo tipo di richiesta, la riconsegna del titolo di viaggio, sia esso cartaceo o su tessera elettronica.

Le Condizioni di Trasporto prevedono, in caso di richiesta di rimborso effettuata per rinuncia al viaggio, la riconsegna del titolo di viaggio stesso, sia esso in formato cartaceo che su tessera elettronica. In questo caso la tessera viene custodita presso la Biglietteria Trenord o MyLink Point fino alla scadenza della validità dell’abbonamento su essa caricato e per cui si è chiesto rimborso per rinuncia al viaggio. Terminato tale periodo potrai ritirare la tessera e utilizzare il Voucher per acquistare abbonamenti.

Se hai necessità di acquistare un altro titolo potrai richiedere una tessera sostitutiva in attesa che ti venga riconsegnata la tua. 

Nel caso avessi fatto richiesta di rimborso, e quindi ricevuto il Voucher su un indirizzo e-mail diverso da quello con cui accedi al Sito Trenord potrai, autonomamente, una volta effettuato l’accesso, modificare la tua e-mail. Ti basterà cliccare su “Gestisci Account” e, nella sezione “Modifica Mail”, inserire l’indirizzo e-mail su cui hai ricevuto il Voucher. Entro le successive 24 ti verrà accreditato il Credito.   

Il rimborso per “emergenza Covid19” viene così calcolato:

  • per gli abbonamenti mensili validi a marzo 2020: voucher corrispondente al valore di 1 mensile per cui si presenta la richiesta di rimborso;
  • per abbonamenti validi N mesi: voucher pari a 1/N (se valido a marzo o aprile 2020) o 2/N (se valido a marzo e aprile 2020) del costo effettivamente sostenuto dal titolare dell'abbonamento per cui si presenta la richiesta di rimborso;

Il rimborso per “rinuncia da parte del viaggiatore”, quindi per le mensilità successive, come previsto dalle Condizioni Generali di Trasporto Trenord all’Articolo 102.5 viene così calcolato:

  • dal prezzo totale dell’abbonamento, viene sottratto l’importo di tanti abbonamenti mensili equivalenti, quanti sono i mesi utilizzati (incluso il mese in cui è stato riconsegnato il titolo di viaggio e i mesi integralmente rimborsati per emergenza Covid19).

 


A puro titolo esemplificativo: Abbonamento annuale IVOL del valore di 1.039€ valido dal 1 gennaio al 31 dicembre, riconsegnato entro fine aprile:

  • Per i mesi di lockdown marzo e aprile  [1039/12*2= 173,00€]
  • Per i mesi di rinuncia al viaggio da maggio a dicembre  [1039 – (108 X 4 mesi) = 607,00€]  

Le disposizioni nazionali e regionali per il comparto del trasporto locale, all’interno di un contesto globale di emergenza epidemiologica, in caso di mancata utilizzazione del servizio di trasporto, prevedono come modalità di erogazione dei rimborsi, quella del Voucher o quella del prolungamento di validità.

In tale contesto, Trenord ha optato per lo strumento dei voucher in quanto si tratta della soluzione più flessibile per rispondere alle esigenze di tutti i clienti, e soprattutto non penalizza coloro che, per le più diverse ragioni, sono stati costretti a cambiare le loro abitudini di viaggio (smart working, fine del ciclo scolastico…).

Per utilizzare il Credito Trenord, dovrai accedere alla tua area personale, utilizzando il medesimo indirizzo di posta elettronica su cui hai ricevuto la comunicazione di accredito (nel caso non l’avessi ancora fatto, dovrai registrarti utilizzando il medesimo indirizzo). Qui, entro 24 ore dal primo accesso, troverai accreditato il Credito Trenord corrispondente all'importo a te riconosciuto. 

L'importo riconosciuto al cliente sarà erogato sempre al termine dei tre mesi di utilizzo degli abbonamenti e saranno previsti quattro periodi di erogazione dei rimborsi.

I rimborsi saranno erogati a mezzo bonifico bancario sull'IBAN indicato dal cliente in fase di richiesta. 

 

Di seguito tabella esplicativa:

MENSILI STIBM DEL MESE DI

EROGAZIONE RIMBORSO

Ottobre, novembre, dicembre 2019

entro gennaio 2020

Gennaio, febbraio, marzo 2020

entro aprile  2020

Aprile, maggio, giugno 2020

entro luglio  2020

Luglio, agosto, settembre 2020

entro ottobre 2020

Ottobre, novembre, dicembre 2020

entro gennaio 2021

 

Tali finestre di erogazione dei rimborsi sono fisse ed immodificabili. L'erogazione del rimborso avverrà in occasione della prima finestra utile disponibile al termine della validità dell'ultimo dei tre mesi consecutivi.

 

Per i clienti che avranno acquistato abbonamenti annuali l'erogazione del rimborso avverrà al termine della validità dell'abbonamento annuale STIBM acquistato.

Il rimborso sarà equivalente alla differenza tra: - L'abbonamento monomodale di maggior importo acquistato nell'anno precedente all'avvio del nuovo sistema integrato STIBM - L'abbonamento STIBM a tariffa zonale acquistato.

Dall'1.10.2019 fino al 31.12.2020 (per abbonamenti con validità da ottobre 2019 a dicembre 2020).

Si. Una volta accettata la domanda e aperta la pratica di rimborso, ogni mese di abbonamento, va avanzata online nella sezione rimborsistibm.trenord.it entro il 10° giorno di validità del mese.

Attenzione: Non sarà consentito inserire richieste di rimborso oltre la scadenza indicate.

Eventuali scritti difensivi, relativi al rigetto delle domande di rimborso, dovranno essere inviate - entro e non oltre due mesi dal termine del periodo di durata dell'iniziativa (ossia, entro il termine massimo del 30.11.2020), a pena di inammissibilità.

Gli scritti difensivi possono essere inoltrati:

  • online, tramite form presente nell'area personale; 
  • con raccomandata AR presso la sede sociale di Trenord, in Milano Piazzale Cadorna 14, all'attenzione dell'Ufficio Rimborsi;
  • tramite PEC all'indirizzo trenord@legalmail.it all'attenzione dell'Ufficio Rimborsi.

Avranno diritto al rimborso esclusivamente i clienti Trenord che soddisfino tutti i seguenti requisiti, ossia che:

  • Abbiano i requisiti sopra citati per presentare la domanda di rimborso;
  • Abbiano presentato la domanda di rimborso secondo le modalità ed i termini di seguito previsti;
  • Nei mesi successivi all'attivazione di STIBM Milano-Monza Brianza (abbonamenti con validità da ottobre 2019 a dicembre 2020), acquistino almeno 3 abbonamenti STIBM per minimo tre mesi consecutivi su tessera IO VIAGGIO da canali di vendita Trenord (a qualunque tariffa STIBM Milano-Monza Brianza, ad eccezione degli abbonamenti urbani di Milano) e che utilizzino esclusivamente i treni per tutti e tre i mesi. L'elenco delle rivendite Trenord è consultabile qui.

Eventuali acquisti di abbonamenti superiori a tre devono essere acquistati in modalità continuativa. A titolo di esempio: in caso di acquisto di abbonamenti dei mesi di ottobre 2019, novembre 2019, dicembre 2019 e febbraio 2020, il cliente ha diritto al rimborso relativo ai mesi di ottobre 2019, novembre 2019 e dicembre 2019, ma non ha diritto al rimborso relativo al mese di febbraio 2020.


Gli abbonamenti annuali STIBM con almeno tre mesi di validità ricompresa nei mesi da ottobre 2019 a dicembre 2020 saranno ritenuti validi per il rimborso (ad esempio è valido un annuale con validità dall'1.12.2019; non è valido un annuale con inizio validità dall'1.11.2020).


I clienti in possesso dell'abbonamento STIBM dovranno aver viaggiato esclusivamente sui soli treni Trenord nel periodo di vigenza dei 12 abbonamenti STIBM Milano-Monza Brianza acquistati.

Eventuali clienti in possesso di abbonamenti annuali non dovranno utilizzare i servizi di ATM o di altri operatori del Trasporto Pubblico Locale del bacino per l'intero periodo di validità dell'annuale STIBM per avere diritto al rimborso.

I clienti con tessere elettroniche in scadenza dovranno verificare la validità residua e premunirsi di tessera con validità tale da poter acquistare minimo 3 abbonamenti STIBM consecutivi ai fini di poter permettere al sistema di effettuare le verifiche necessarie all'espletamento dell'istruttoria.

Eventuali abbonamenti acquistati su tessere provvisorie non nominative saranno comunque ritenuti validi, ai fini del rimborso, su esibizione delle apposite ricevute di ricarica.

a. ONLINE

Il cliente che ha acquistato abbonamenti ferroviari su Tessera Io Viaggio fino a settembre 2019 può accedere al sito Trenord per inserire la domanda di rimborso. Se il cliente non è ancora in possesso di credenziali per l'accesso all'area personale del sito Trenord, dovrà prima eseguire la registrazione sul sito Trenord.

Il cliente potrà quindi accedere alla sezione dedicata ai rimborsi rimborsistibm.trenord.it autenticandosi con le proprie credenziali: in tale sezione potrà caricare i documenti richiesti, fornire il proprio IBAN.

DOCUMENTI DA CARICARE

  • Copia [scansione o immagine] di un documento di identità fronte retro;
  • Copia [scansione o immagine] della tessera sanitaria fronte retro;
  • Autocertificazione del certificato di residenza; autocertificazione che attesti ala sede di lavoro del cliente; autodichiarazione del cliente sul non utilizzo dei servizi di ATM o di altri operatori del TPL del bacino. [MODELLO AUTOCERTIFICAZIONE DA COMPILARE E CARICARE]


La documentazione sopra descritta va presentata una sola volta, solo in occasione della presentazione della richiesta di rimborso. 

Eventuali incongruenze, incompletezze o mancanze anche di uno dei documenti presentati comporteranno la decadenza del diritto al rimborso.

b. PRESSO I MY LINK POINT 

Eventuali clienti impossibilitati a presentare la domanda di rimborso secondo la procedura online sopradescritta potranno recarsi presso i My Link Point di Milano Cadorna e Milano Garibaldi nei seguenti orari: dal 24 al 27 ottobre dalle 10 alle 12 e dalle 13 alle 16. 

Resta inteso che anche per questi clienti rimane prerequisito l'acquisto dell'abbonamento Stibm su tessera elettronica Io Viaggio come riportato nei "Requisiti per il rimborso"

  

c. VIA POSTA ELETTRONICA

I soli clienti in possesso di almeno 3 abbonamenti mensili ferroviari CARTACEI (acquistati con validità di tre mesi consecutivi e nominativi) potranno presentare la domanda di rimborso inviando la documentazione sopraindicata debitamente compilata in ogni sua parte e copia degli abbonamenti cartacei) alla casella di posta elettronica mitigazionestibm@trenord.it.

Sono esclusi dalla mitigazione:

  • Gli abbonamenti STIBM agevolati UNDER 26;
  • Gli abbonamenti STIBM agevolati OVER 65;
  • Gli abbonamenti STIBM agevolati con ISEE inferiore a 6.000€;
  • Ulteriori agevolazioni istituite con delibera del Comune di Milano;
  • Gli abbonamenti settimanali STIBM.

Potranno presentare la domanda di rimborso per mitigazione solamente i clienti Trenord che, nei dodici mesi antecedenti l'attivazione di STIBM Milano-Monza Brianza (da ottobre 2018 fino a settembre 2019), avranno acquistato almeno 3 abbonamenti mensili ferroviari consecutivi* (ossia, abbonamenti mensili con validità da ottobre 2018 a settembre 2019) sulla tessera elettronica IO VIAGGIO presso la rete di vendita Trenord o abbonamenti mensili nominali su supporto cartaceo. 
 

Gli abbonamenti annuali ferroviari (compresi gli abbonamenti mobility) saranno validi ai fini della domanda di rimborso purché almeno tre mesi di validità degli stessi rientrino nei dodici mesi precedenti all'avvio dello STIBM (ad esempio risponde ai requisiti un annuale con validità dall'1.12.2018; non è valido un annuale con inizio validità dall'1.08.2019).

 

* con origine e destinazione facente parti delle stazioni ferroviarie interessate dall'attivazione del nuovo sistema Tariffario integrato

Choose the least occupied areas of the platform and always keep at least one metre away from other people. It is recommended to space yourselves out along the whole platform, avoiding gathering at the train doors and minimising any moving around once you enter the carriage.  Always wear a mask, even while waiting for a train. Wait for all passengers to get off. Before getting on a train, line up near the door you choose and wait for your turn to enter. Promote an orderly flow. Avoid gatherings. Don't insist on entering the train. Follow the station and the conductor's audio announcements. The train will not be able to leave if it exceeds the set maximum  capacity.

The fastest, safest and most effective way is buying online via the e-store or the App. This allows you to avoid long queues at ticket offices and to check the availability of your train in real time. Furthermore, with the App's tap-and-go feature it is always possible to digitally validate your ticket - and therefore travel peacefully and legitimately. Ticket checks on board trains will be carried out and travellers without valid tickets will be fined (according to transport regulations).

No, if you are not feeling well and you suspect you have flu symptoms, in particular due to COVID 19, contact your medical doctor and follow their recommendations. Do not use the train to go to checkups or medical examinations related to COVID 19 symptoms. We also remind you that your temperature will be taken in stations by thermoscan and that false sworn declarations are publishable offences.

Plan to travel by train only if it is strictly necessary and if you are in good health. Before leaving, always check the information on your trip, buy tickets online and monitor the status of your train on the website and App.

All the new functions we are implementing to improve information to customers about the trip require that the latest version of the App.

 

The improvement of the analysis of the flows in the station, as well as the indication of the filling status of the trains are new in the latest version 3.2.3.

 

With the updated App you can check the train filling status, the overcrowding of the stations and buy travel tickets online in just a few clicks - skipping queues and avoiding crowds at peak times and days.

The sanitization process has been certified by the Chemical Engineering Department of the Politecnico di Milano. 

It is not possible. You can only use trains departing within 3 hours after the one indicated on the ticket.

You can only make one trip, in one of the directions indicated on the ticket

To purchase your one-way ticket online, follow this procedure:

 

1. Choose the travel solution that best suits your needs;

2. If you wish, you can add additional services and supplements to your ticket (eg bicycle transport);

3. At this point, if you have not already done so, you will be prompted to log in to the site or register, providing a few simple information; alternatively, you can always conclude your purchase in guest mode, without registration obligation;

4. Finally, you can proceed with payment by purchasing your subscription with a credit card (Visa, Mastercard and Maestro circuits), PayPal, Satispay or using a Trenord Gift Card;

5. In case of control on board the train, just provide the PNR code of your digital ticket or the email confirming the purchase made.

To purchase your ticket online, follow this procedure:

 

1. Choose the ticket that best suits your needs;

2. If you wish, you can add additional services and supplements to your ticket (eg bicycle transport);

3. At this point, if you have not already done so, you will be prompted to log in to the site or register, providing a few simple information;

4. Finally, you can proceed with the payment by purchasing your subscription with a credit card (Visa, Mastercard and Maestro circuits), PayPal, Satispay or using a Trenord Gift Card.

Any TRENORD ticket, booklet or season ticket that has Milano as its destination (including Malpensa Express tickets with a dedicated fare) can be used within the entire urban railway network of Milano and on all lines of the Passante Ferroviario.

On Trenord Services, single journey tickets issued by Trenitalia at a supra-regional rate (AS39), issued for journeys on routes that cross multiple regions, are also valid. Supra-regional fare tickets are valid for 4 hours from validation.

Trenord one-way tickets do not expire before validation.

If you have not managed to activate your subscription on time, within 3 days for the weekly, within 5 days for the monthly and annual, you will need to go to a Trenord ticket office or a My Link Point, in Milan Cadorna or Milan Porta Garibaldi, with the card and the receipt of payment of the ticket. Here our staff will load your card manually.

Do you want to buy a season ticket?


To make the online purchase of your season ticket, follow this procedure:

1. Choose the subscription that best suits your needs;

2. If you wish, you can add additional services and supplements to your subscription (eg bicycle transport);

3. At this point, if you have not already done so, you will be prompted to log in to the site or register, providing a few simple information;

4. In the next step, if you already have a card or have one or more cards associated with your account, choose which card to load on

6. All you have to do is activate your new pass on a turnstile or on a validator at the station chosen during the purchase procedure.

 

 


Do you want to renew your subscription?


To renew your subscription online, follow this procedure:

1. Enter your MyTrenord credentials, or register [once registered, proceed with login]

2. You will be redirected to Trenord e-Store. Choose the electronic card on which you want to renew the subscription [it is also possible to renew the subscription on cards in the name of other people]

3. Confirm the renewal of the last subscription loaded on that card

4. Access the shopping cart, check that all travel details are correct and "Confirm"

5. Proceed to payment. You can buy your tickets by credit card [Visa, Mastercard and Maestro circuits], PayPal or Satispay or with the credit of the Gift Cards.

6. Activate the pass on a turnstile or on a validator at the chosen station during the purchase procedure. Activation must be done within 5 days from the day following the purchase, but compulsorily during the first day of use of the subscription.

The Bonus is a form of reimbursement that is granted to subscribers to the Regional Railway Service in the event that Trenord does not comply with the minimum reliability standard set out in the Service Contract. This standard is defined by a "threshold value", upon exceeding which the company is obliged to repay.

 

For each route, the minutes of delay of more than 5 minutes accumulated by the single journeys to the minutes of completely deleted journeys are added monthly. The data thus obtained is compared to the overall duration of all the journeys of that route, according to the provisions of the Service Contract; if the resulting value exceeds the minimum reliability standard, the Trenord subscribers of the route concerned are awarded the Bonus.

 

For more information, visit the dedicated section

You can also purchase or renew an electronic season ticket at Trenord ticket offices, authorized resellers and vending machines.

 

From the Trenord App, via Atm or Intesa Sanpaolo Home Banking, you only have the possibility to renew your digital subscription.

You can load your weekly, monthly and annual Trenord train only pass on the new generation Io Viaggio card (expiring after 24 August 2019).

Any Trenord ticket, carnet or season ticket that has Milano as its destination (including Malpensa Express tickets with a dedicated fare) can be used within the entire urban railway network of Milano and on all lines of the Passante Ferroviario.

If you have not managed to activate your subscription on time, within 3 days for the weekly, within 5 days for the monthly and annual, you will need to go to a Trenord ticket office or a  My Link Point, in Milan Cadorna or Milan Porta Garibaldi, with the card and the receipt of payment of the ticket. Here our staff will load your card manually.

TIBM season tickets can be purchased with discounts for under26. Furthermore, for families with several minor children, it is possible to purchase discounted passes, from the second onwards. See the dedicated page here for all the details

Trenocittà passes can be both first and second class, the others are all second class only, but it is possible to integrate them with the Supplemento Prima Classe or the Carta Plus

Yes, the important thing is that the origin and destination of the trip are included in the province for which your season ticket is valid.

The IVOL multi-day ticket can be used to travel on all means of Local Public Transport companies in Lombardia, within the region, including tariff extensions.

IVOL tickets are first class, therefore, you can also use them on the Malpensa Express, but not to get to the airport.

Multi-day tickets do not expire before validation.

Yes. The price reported in the search and purchase phase is the nominal price, not yet reduced by any Bonus.


Proceeding with the purchase, as soon as you connect to the payment system, you can verify that the amount indicated - the one you are actually paying - is the one reduced by 30%.

The bonus is recognized the third month after the month in which the reliability index is exceeded: for example, if in January your manager has suffered significant delays and exceeded the reliability index, you can take advantage of the bonus in the month of April.

If you have an annual origin / destination subscription, yes, but to request a refund of the bonus you will need to contact the contact person at your company, within 3 months from the end of the subscription validity.

In the case of common sections with several directives, a summary table was compiled, based on what is indicated in the Service Contract with the Lombardy Region, to understand how they were assigned.

You can find the table in Annex 6 of the Conditions of Travel, here

Since the regional bonus is automatically applied only to purchases through Trenord sales channels, you will have to proceed by making a refund request, at the end of the validity of your subscription

The subscriptions that benefit from the bonus are all those at the Single Regional Rate (Tariffa Unica Regionale), therefore, the bonus doesn't apply to subscriptions with special rates. In particular:

-Io viaggio ovunque in Provincia

-Io viaggio ovunque in Lombardia

-STIBM

YES, because the STIBM title is valid for reaching two locations located in the same province, even if the service / means of transport crosses other provincial areas.

Of course, self-certification replaces the residence certificate. Also because residence can also be proven by showing an identity document (pursuant to Presidential Decree no. 445/2000) if the residence certificate is not available or self-certification is not produced.

No, it can also be produced in plain paper.

In the case of freelancers or all those who have purchased season tickets for travel purposes other than working ones, it is necessary to submit a self-certification stating the place of work or self-certifying that the season tickets have been purchased for non-working reasons.

Starting from September 22 2020, for you who travel between two municipalities within the new fare system, only travel tickets integrated by all means are on sale

Of course they do. If you encounter technical integration problems and the tickets loaded on the card do not open the turnstiles, you must go to a Trenord or MyLink Point ticket office to have the card updated or functional.

The validity area includes the municipalities of:

 

Milano metropolitan area

 

Province of Monza and Brianza

 

Outside the province of Milano, but included in SITAM (Integrated Tariff System for the Milanese Area): Casorate Primo [PV]; Casalmaiocco [LO], Comazzo [LO], Merlino [LO], Mulazzano [LO], Sordio [LO], Tavazzano with Villavesco [LO], Zelo Buon persico [LO].

Once you have received the purchase confirmation emails, you will find the booklet in your reserved area and in the Trenord App under the heading "I miei carnet".

 

By clicking on this item you will enter the Carnet management area, where you can use one or more tickets.

Go to the "My carnet" section in your personal area. Then you have two ways of using individual tickets:

• you can enter the day and time of your trip using the appropriate calendar

• if you are not in front of a PC and you are in a hurry, you can use the “Tap & Go” function to generate the ticket with the PNR code when you want to use it.

In both cases, after your further confirmation, you will receive an email with a PDF attachment with the PNR [code] and QrCode of the single ticket purchased to show in case of inspection.

The Carnet does not expire.

Tickets, once generated from the Carnet management area, are valid from the date/time entered:

• within 3 hours if the route does not exceed 50 km

• 6 hours between 51 and 200 km

• 24 hours above 200 km

You can ask for assistance at the Trenord Contact Center 02-72.49.49.49 (active every day from 5.00 am to 1.00 am).

 

In the case of single tickets purchased, if the transaction was successful, in the “I miei carnet” section you should still find all the tickets purchased.

• Each carnet is unique and cannot be divided. The individual tickets of the carnet are valid for one traveler and the simultaneous use of a carnet by several passengers at the same time is not allowed.

 

• Any TRENORD ticket that has Milano as its destination (including Malpensa Express tickets with a dedicated fare) can be used within the entire urban railway network of Milano and on all lines of the Passante Ferroviario.

 

 

After 30 days from the online purchase, you can write to us, using the form dedicated to requests for information, indicating the following data:

 

  PROBLEM

 

  NAME AND SURNAME

 

  DATE OF BIRTH

 

  FISCAL CODE

 

  CARD TYPE REQUIRED

 

  DATE OF REQUEST

 

  TICKET OFFICE FOR WITHDRAWAL

 

  SHIPPING ADDRESS

 

  PHONE NUMBER

In the event of loss / theft or malfunction of the card, you can:

- go to a My Link Point, where they will produce a new card and load the valid electronic subscription that you already had. It will be valid for another 4 years; the cost of the operation is 10 €.

- go to a Trenord ticket office, where you can request the new card, which will be sent to your address, again at a cost of € 10

You can go to a My Link Point, or write to our assistance, using the online form here, indicating the complete number of the card, incorrect data and correct data

Just make a request for an IO VIAGGIO card, the system will recognize, from the date of birth, if it is necessary to create one with a profile for subsidized passes.

You can purchase the season ticket of your interest in the following ways:

 

• Online on Trenord e-Store;

• Trenord ticket offices;

• Affiliated resales;

• Vending machines;

• Trenord App with the simple “1 Click Renewal” function (renewal only).

• Intesa Sanpaolo, Unicredit, UBI Banca and Banca Popolare di Milano ATMs (renewal only);

• Intesa Sanpaolo Home Banking (renewal only)

 

Remember that the pass not purchased at the ticket office or at the retail outlets must be activated on the first trip, by bringing the card near the gate or the validator of the station you have chosen. Activation must be done within 5 days (3 per week) of purchase, but compulsorily during the first day of use.

On board the train, only the following tickets valid for rail transport on the regional territory can be purchased:

 

  • ordinary ticket.
  • ordinary ticket discounted by 50% (children's rate).
  • ordinary ticket discounted by 20% (senior rate).
  • Malpensa Express one-way and round-trip airport service ticket.
  • extra for transporting animals.
  • bicycle transport extra.

Purchase at no additional cost

 

Tickets can be purchased on board the train without any surcharge, if the station is:

 

  • without any sales channel;
  • with closed ticket office, with affiliated retail outlets at a distance of more than 200 meters from the station, and automatic vending machines in non-functioning self-service mode.
  • In both cases, after your further confirmation, you will receive an email with a PDF attachment with the PNR [code] and QrCode of the single ticket purchased to show in case of inspection.

 

Purchase with surcharge

 

The purchase on board the trains provides for a supplementary increase (equal to 3 times the price of the ordinary ticket of the class and minimum range in force) in cases where a passenger leaves the station:

 

  • equipped with a ticket office or affiliated ticket outlets open at a distance of within 200 meters from the station;
  • equipped with automatic self-service dispensers functioning.

 

In the aforementioned cases the passenger is obliged to go promptly to the control staff for regularization, otherwise he will be sanctioned.

Exclusively to reach the stations of Stabio and Ranzo S.Abbondio, from Italian locations, it is possible to purchase non-integrated tickets, which do not include the use of the other carriers of the Arcobaleno CTA consortium.

The validity of the one-way ticket for the entire route is 4 hours:

  • In Italy starting from the mandatory validation of the ticket;
  • In Switzerland from the date and time indicated on the ticket itself.

To make the online purchase of your cross-border ticket, follow this procedure:

 

1. Choose the travel solution that best suits your needs;

2. If you wish, you can add additional services and supplements to your ticket (eg bicycle transport);

3. At this point, if you have not already done so, you will be prompted to log in to the site or register, providing a few simple information; alternatively, you can always conclude your purchase in guest mode, without registration obligation;

4. Finally, you can proceed with payment by purchasing your subscription with a credit card (Visa, Mastercard and Maestro circuits), PayPal, Satispay or using a Trenord prepaid card;

5. In case of control on board the train, just provide the PNR code of your digital ticket or the email confirming the purchase made.

You can also purchase a single-journey cross-border ticket at Trenord and Trenitalia ticket offices, authorized resellers, vending machines or on board the train.

 

Travel tickets can also be purchased at CTA points of sale.

It is a tariff community with which it is possible to move freely within the Swiss territory.

Those who make a cross-border trip with Trenord can take advantage of various discounts:

 

Children:

On the Lombard routes, children under 4 years of age travel free if accompanied by an adult (over 14);

On Swiss routes, children under 6 years of age travel free if accompanied by an adult (over 12 up to 4 children; over 16 up to 8 children);

 

Children and teenagers (4 - 16 years):

On the Lombard routes, children from 4 to 14 years old travel at a reduced rate;

On Swiss routes, children from 6 to 16 years of age travel at a reduced rate;

 

 

Travelers with disabilities:

The general rules of the respective transport companies apply, within the respective boundaries of competence.

For information and travel announcements, travelers must contact the respective assistance services indicated below at least 48 hours before the trip.

 

For Lombard routes, contact Trenord by calling the dedicated toll-free number 800.210.955 (from Italy only) or the Contact Center +39 02.72494949 or by writing to invalids@trenord.it;

For Swiss routes, contact SBB by calling the free number 0800.007.102 (only from Switzerland) or +41 (0) 51.225.78.44

Yes, under various conditions.

Dogs must be kept on a leash and pay the child rate. Guide dogs travel for free and without limitations.

Animals transported in special bags, cages, containers are transported free of charge.

 

For details, you can consult the dedicated section, on the Conditions of Travel page, here

It is also possible to purchase the bicycle supplement separately from the ticket, conveniently from the site, by selecting the station of origin and departure of the trip and choosing the train on which you want to travel.

Alternatively, the bicycle supplement can also be purchased at all ticket offices in the Trenord network or at authorized resellers

If you are part of a group of at least 3 cyclists, you can reserve bicycle seats during the weekend, you only need to send and email to comitive@trenord.it

You can take your bicycle on the train for free exclusively under these conditions:

- if packed or folded, as long as it does not exceed the dimensions 80x110x40

- if you travel on the S5 line, on weekends

- if you are traveling on an urban route

Bicycle transport is currently allowed on about 700 trains, you can check which ones  here

Fill out the specific Group Travel request form ** at least 5 WORKING DAYS BEFORE the trip and save it on your computer. If you want to join one of our promotions, specify it in the notes.

If you travel within the provinces of Milano and Monza Brianza [STIBM area] and the group is a school group made up of under 14, you must also fill in the form "Group travel under 14 - list of names".

Send the completed form [and any form "Group Travel under 14" to comitive@trenord.it [remembering to specify the date of the trip in the subject of the email] or by fax to 02/85114620. 

The Trenord group office will contact you to confirm your request.

If you have chosen bank transfer as a purchase method, make the payment; alternatively you can pay in cash when you collect your tickets.

 

Receive your tickets by email. During the trip, just show them through your smartphone, without having to print anything! Alternatively, you can collect them at the Trenord ticket office of your choice.

 

* To compile it with the iPad it is necessary to download and install the free Adobe Reader .PDF file reader from the App Store.

In order to take advantage of the fares it is necessary to book at least 5 working days before the departure date.

The Groups Office offers a dedicated service for the complete organization of the trip, proceeds with reporting the presence of the group to the traveling staff and the competent bodies and grants the gratuities provided for accompanying adults (teachers of school groups and any special offers of the moment).

Tickets and any free tickets issued for accompanying adults are valid only for the day, train and route agreed with the Trenord Group Office and indicated on the travel tickets themselves.

In the event that the date of the trip coincides with a strike that will affect the agreed service, the Groups Office will contact you to reschedule the trip.

The Malpensa Express is a special train service, to use it you need to purchase a specific ticket before boarding.

At the airport, both at Terminal 1 and Terminal 2, there are ticket offices manned by the staff or automatic. You can also buy your ticket on the website or through our app.

Yes, with the ticket for Malpensa Airport, you can reach both Terminal 1 and Terminal 2.

The IO VIAGGIO OVUNQUE IN PROVINCIA e OVUNQUE IN LOMBARDIA passes are second class only. For this reason, you can use the Malpensa Express train departing or arriving in Milano Centrale, only up to Ferno-Lonate Pozzolo.

 

If you want to use the train departing from Milano Cadorna or if you want to leave / arrive at Malpensa airport, you will need to purchase a Supplemento Prima Classe.

The use of Malpensa Express trains on the Milanese urban routes (Milano Cadorna - Milano Bovisa and vice versa; Milano C.le / P. Garibaldi - Milano Bovisa and vice versa) is allowed to holders of Trenord and ATM tickets valid on the urban section.

  • If the origin or destination of your trip is Malpensa airport and you have a boarding pass, you can carry the bicycle for free, as baggage.
  • If the origin of your trip is an intermediate destination or Malpensa Airport, but you are not in possession of a boarding pass, you can transport it by paying the bicycle supplement, as provided by the Trenord CGT.

  • If the origin or destination of your trip is Malpensa airport and you have a boarding pass, you can transport your pet for free.
  • If the origin of your trip is an intermediate destination or Malpensa Airport, but you are not in possession of a boarding pass, you can transport it by paying the pet supplement, as provided by the Trenord CGT.

Yes, only in the event of a strike and in cases where the cause of the refund request is attributable to Trenord (European Regulation), and not due to the fact of the passenger.

If an object is found on the train or at the station and is returned to a My Link Point, our operators register it in the database and keep it in custody for 5 days.

The My Link Point is responsible for cataloging and storing the objects found on board the trains or in the stations and delivered to it, for 6 days.

If you have found an item, deliver it to a My Link Point, at the ticket office or to the Railway Police, trying to indicate where and when you found it. The operators, if possible, will contact the owner, or keep the object in storage, for 5 days, after which they will deliver it to the Lost Property Office of the Municipality of Milan

If you have submitted your complaint via the form on the site, you have been sent an automatic email with the number assigned to your file, at the time of insertion, to which you should always refer. Then check your email spam folder for the answer.

In the event that you have contacted us in the other ways provided, or if there was no communication in the junk mail, you can ask us for more information through the assistance channel, here

Remember that, if you have not consented to the processing of your personal data, the Complaints Office has not been able to process your report, which has been filed.

I have received a response to my complaint, but I am not satisfied with it, who can I contact?

In order for the Complaints Office to process your report, it is essential that you consent to the point where it is indicated:

Il/la sottoscritto/a ____________________, ai sensi dell’art. 9.2 lett. a) del GDPR, presa visione dell’Informativa sul trattamento dei dati personali da parte del Titolare, esprime liberamente il proprio consenso al trattamento dei propri dati sensibili per finalità di conclusione ed esecuzione del rapporto contrattuale con il Titolare. Si ribadisce che in assenza di tale consenso non sarà possibile dare seguito alle obbligazioni contrattualmente assunte.

Otherwise, your report will be filed.

If you have received an injunction for payment for a penalty that you have already issued, you must send the payment receipt to the following certified email address: trenord.scrittidifensivi@legalmail.it or to the email address scrittidifensivi@trenord.it.

 

Alternatively, you can send it by registered letter with return receipt to the address:

 

Trenord - Legal Office

P.le Cadorna, 14/16

20123 Milan (MI)

 

provided that the wording "Injunctions" is placed on the envelope sent.

 

 In compliance with current legislation relating to the processing of personal data, it is also necessary to fill in and attach the appropriate consent form that you can download here

If you have received a penalty and have not paid it immediately, you can, within 30 days, request its cancellation by means of a defensive letter, which you will have to forward to our office in charge (including the penalty in your possession, original travel documents if present , and all the documentation that you consider relevant for the purpose of the request) to the following PEC address: : trenord.scrittidifensivi@legalmail.it or to the email address scrittidifensivi@trenord.it.

 

Alternatively, you can send it by registered letter with return receipt to the address:

 

Trenord - Legal Office

P.le Cadorna, 14/16

20123 Milan (MI)

 

provided that the wording "Injunctions" is placed on the envelope sent.

 

 In compliance with current legislation relating to the processing of personal data, it is also necessary to fill in and attach the appropriate consent form that you can download here.

Once the submitted documentation has been examined, our office will decide whether to cancel, modify or maintain the sanction against you.

 

 

To make the payment of a fine, you must make a transfer corresponding to the amount due to the following bank address

 

 

 

Bank transfer details:

Postal code: n ° 1000055895

payable to Trenord Srl - Piazzale Cadorna 14 - 20123 Milan

IBAN IT 11 K 07601 03200 001000055895

BIC / SWIFT: BPPIITRRXXX

reason "TRAVEL IRREGULARITY N ° XXX" *

 

* indicate the number of the assessment report

Yes, within 48 working hours at the end of the trade union agitation, you can request a refund of your ticket, according to the procedures indicated in the dedicated section, here

You can request information on the status of your refund application from our support service, using the form on this page.

Specify the date of the request, the method of submission (by ticket office, post or online) and the name of the person who made it.

Yes, within the limits and conditions that regulate the refunds, but you will have to contact the contact person of your company.

• Tickets and paper passes (with the exception of the annual) declared lost, destroyed or stolen;

 

• Tickets and passes at a promotional rate (Discovery Train, Bicycle Subscription, ...);

 

• Supra-regional fare tickets and season tickets;

 

• One-way tickets and Malpensa Express carnet;

 

• Tickets and passes from other operators valid on Trenord services;

 

• Single journey ticket and carnets loaded on the MY LINK CARD.

Il modulo, debitamente compilato e firmato, può essere inviato in formato .Pdf, .Tiff or .Jpg.

  • ACU
  • CONFCONSUMATORI
  • ADICONSUM LOMBARDIA
  • CONIACUT
  • ADOC LOMBARDIA
  • FEDERCONSUMATORI MILANO
  • ADUSBEF
  • LEGA CONSUMATORI
              • ASSOUTENTI LOMBARDIA
              • MOVIMENTO DIFESA DEL CITTADINO
              • CASACONSUM LOMBARDIA
              • UDICON
              • CASA DEL CONSUMATORE LOMBARDIA
              • UNIONE NAZIONALE CONSUMATORI LOMBARDIA
              • CITTADINANZAATTIVA
              • CODICI

                          Yes, within 48 working hours at the end of the strike, you can request a refund of your ticket, according to the procedures indicated in the dedicated section, here

                          Trains traveling at the start of the strike will be guaranteed to their final destination only within one hour of the start of the strike.

                          Trains expected to arrive in the area affected by the strike after one hour from the start of the protest can be stopped in the stations before the arrival station.

                           

                           

                           

                          NOTE:

                          The different modalities of trade union agitation in terms of duration, membership, network and personnel involved mean that the list of minimum guaranteed services may undergo changes. Therefore, on the occasion of strikes affecting the guarantee time slots, customers are invited to check for any updates to the list of guaranteed trains.

                          The following Eurocity trains from/to Vienna and Munich are always guaranteed by Trenord:
                          EN236 [Venezia SL 20.57 - Wien Hauptbahnhof 7.51];
                          EN237 [Wien Wien Hauptbahnhof 20.56 - Venezia SL 8.24];
                          EC84 [Bologna Centrale 11.52 - Munchen Hbf. 18.21];
                          EC85 [Munchen Hbf. 9.38 - Bologna Centrale 16.20]

                          If you have received a gift card, you can top up your "Trenord Credit" with it.

                          Go to your Personal Area, Your Profile, click on REFILL, enter the code of the Gift Card and click on ADD.

                          The total of the order is deducted from the balance of the gift card or from your Trenord Credit. If the total order is greater than the value of the gift cards or your credit, the difference must be paid using another accepted payment method.

                          The Trenord gift card can be used to purchase products on the Trenord website and App.

                           

                          You can use the gift card to buy all travel tickets: choose between tickets, carnet, season tickets or our Travel ideas

                          If you are registered, you can convert the gift card code you received via email into credit on your Trenord account.

                          Just click on the link in the email or go to the "My gift cards" section in your personal area and enter the gift card code.

                           

                          At the next purchase, you will not need any code, but the amount available on your Trenord account will be automatically deducted from the total and any remaining credit will remain available on your Trenord account.

                           

                          You can always check your credit in the "My gift cards" section in your personal area.

                          No, per acquistare sul nostro sito è indispensabile essere registrati.

                          Trenord gift cards never expire, use them whenever you want !

                          • The Trenord gift card can only be purchased online.

                          • The Trenord gift card cannot be purchased with another Trenord gift or credit card.

                          • No additional costs are applied when using the Trenord gift card.

                          • The Trenord gift card cannot be used for orders placed on other Trenord points of sale, but only on the Trenord website and App.

                          • The Trenord gift card is non-refundable, neither in whole nor in part.

                          Call the toll-free number 800.210.955 and we will do everything possible to make you reach your destination safely

                          The FerrovieNord and RFI networks provide a multitude of stations accessible to people with disabilities.

                          In the following document it is possible to view the accessible stations and their characteristics and specifications.

                           

                           

                          Accessibility to stations and services for people with disabilities (125kb)

                          The “Io Viaggio in Famiglia” discount applies to the following passes:

                           

                          • Monthly (Trenord, STIBM, Malpensa Express, TrenoCittà, Io viaggio ovunque in provincia / Lombardia).

                          • Quarterly (Io viaggio ovunque in Lombardia).

                          • Annual (Trenord, STIBM, Malpensa Express, Io viaggio ovunque in Lombardia).

                           

                           

                           

                          Note:

                           

                          • Discounts and free tickets are applied to passes that have the same time validity, even if issued by different transport companies.

                          • The discount and free tickets are applied to the subscription that costs less.

                          • The discount cannot be combined with other discounts (eg student passes).

                           

                           

                           

                          To join the promotion, simply fill in the appropriate season ticket form and deliver it to the ticket offices, which will issue the discounted season ticket for the child (children).

                          The processing of personal data is aimed at:

                          1. request and purchase of the Io Viaggio card;
                          2. request and purchase of the I travel family card;
                          3. purchase subscription online;
                          4. purchase of railway tickets with customer profiling;
                          5. online billing service;
                          6. billing service at the ticket office;
                          7. management of complaints sent on paper;
                          8. online complaints management;
                          9. management of travel irregularities;
                          10. management of defensive writings;
                          11. receive newsletters;
                          12. marketing activities;
                          13. refund management;
                          14. management of joint conciliation;
                          15. sending request for information online;
                          16. management of assistance practices (via email or telephone contact);
                          17. lost property management;
                          18. CartaBlu request;
                          19. annual subscription register;
                          20. request and purchase of cards;
                          21. booking management for group travel;

                           

                          Processing of personal data for promotional / commercial purposes: personal data may also be used for the purposes of customer profiling, information and commercial promotion of products and services, as well as surveys on the satisfaction of the quality of those already received and of market research. In such cases, the processing of personal data will be based exclusively on your free and specific consent. Your consent may be revoked at any time without prejudice to the lawfulness of the treatments carried out before the revocation.

                           

                           

                           

                          All the data referred to in point 2 will be kept for:

                           

                          • 10 years for data (common and sensitive) collected for the purposes of; refund management; management of travel irregularities; management of defensive writings; management of joint conciliation; booking management for group travel; management of travel assistance for people with reduced mobility; management of complaints sent on paper;
                          • 5 years for data (common and sensitive) collected for the purposes of: requesting and purchasing cards; request and purchase of the Io Viaggio card; request and purchase of the I travel family card; purchase subscription online; purchase of railway tickets with customer profiling; online billing service; billing service at the ticket office; online complaints management; receive newsletters; marketing activities; sending request for information online; management of assistance practices (via email or telephone contact); lost property management;
                          • 6 years for data (common and sensitive) collected for the purposes of: Carta Blu request;
                          • 18 months for data (common and sensitive) collected for the purposes of: register of annual subscriptions.

                           

                          Any processing of sensitive data by the Data Controller is based on the conditions set out in art. 9.2 lett. a) of the GDPR.

                          Within the limits of the purposes set out above, the Data Controller will process the following categories of personal data:

                           

                          • common personal data regarding personal data; residence; domicile; behavior in the use of the railway service; Bank account details;
                          • personal data belonging to the particular categories referred to in art. 9 of the GDPR (sensitive data) and consisting of photographs; health data; judicial data; temporal geolocation.

                           

                           

                          For the sake of transparency and in compliance with the principles set out in art. 12 of the GDPR, please note that "processing of personal data" means any operation or set of operations, carried out with or without the aid of automated processes and applied to personal data or sets of personal data, such as collection, registration , the organization, structuring, storage, adaptation or modification, extraction, consultation, use, communication by transmission, dissemination or any other form of making available, comparison or interconnection , limitation, cancellation or destruction.

                           

                          The processing of personal data may be carried out with or without the aid of electronic or automated means and will include, in compliance with the limits and conditions set by the GDPR, also the communication to the subjects referred to in the following point 6.

                          he personal data being processed are:

                           

                          1. processed lawfully and fairly by subjects authorized to perform these tasks, subjects constantly identified, appropriately trained and made aware of the constraints imposed by the GDPR;
                          2. collected and recorded for specific, explicit and legitimate purposes, and used in other processing operations in terms compatible with those purposes;
                          3. accurate and, if necessary, updated;
                          4. relevant, complete and not excessive in relation to the purposes for which they were collected or subsequently processed;
                          5. kept in a form that allows the identification of the data subject for a period of time not exceeding that necessary for the purposes for which they were collected or subsequently processed;
                          6. processed with the support of paper, computer or telematic means and with the use of security measures to guarantee the confidentiality of the interested party to whom the data refer and to avoid undue access to third parties or unauthorized personnel.

                          The provision of some personal data is necessary. In case of failure to provide the personal data requested or in case of opposition to the processing of the personal data provided, it may not be possible to process the request and / or management of the requested service and / or the management of the related contract.

                           

                          Subject to your express consent, the personal data you provide may be used for carrying out marketing activities, or to carry out automated activities aimed at profiling and analyzing consumer habits and choices such as - by way of example - frequency, reason , how to use; failure to consent to the processing of data and contact details for the purposes indicated does not prevent the contractual relationship from being carried out.

                           

                          As provided by the Guarantor for the protection of personal data, the consent issued for the conduct of marketing activities with automated contact methods (by way of example, SMS, MMS, fax, phone, e-mail, web applications) also extends to the methods of traditional contact (paper mail or telephone call with operator). Similarly, the objection to carrying out marketing activities with automated contact methods also extends to traditional contact methods. Your right to provide consent or to exercise the right of opposition in relation to only one of the two methods of execution of marketing activities remains unaffected.

                          The personal data collected are processed by the personnel in charge who need to have knowledge of them in the performance of their activities and by external subjects who may act as the case as Joint Controllers or Data Processors.

                           

                          The Data Controller also reserves the right to transfer personal data to a third country on the basis of the adequacy decisions of the European Commission or on the basis of the adequate guarantees provided for by current legislation.

                           

                          The data will not be disclosed.

                          Pursuant to articles 15-20 of the GDPR, you may exercise specific rights, including that of obtaining access to personal data in an intelligible form, rectification, updating or cancellation of the same. You will also have the right to obtain from the Company the limitation of the processing, you may also oppose the processing of data for legitimate reasons. In the event that you believe that the treatments that concern you violate the rules of the GDPR, you have the right to lodge a complaint with the Guarantor for the Protection of Personal Data pursuant to art. 77 of the GDPR.