Italo Treno Reviews

You know it's bad when you have to pay to speak with an operation and you don't even know if they can fix your problem.

High price without a fully flexible option, even the Flexible option will charge you minimum 20% of the fare.

Useless customer service, not even trying to offer an alternative to change route, you can only change dates and time.

I had to postpone my vacation due to Covid-19 pandemic. They wrote they would reply within 90 days at the least to the e-mail I wrote for the refund of the train ticket, although 109 days have passed, it has been a very disturbing situation not to receive an answer yet.

Substandard customer support.

Their booking system allows for duplicate bookings and no remedy is provided in case of errors.

I immediately notified them of my duplicate booking and it took me literally 10 months to receive a ridiculous refund of about 25% of the return trip.

First of all, let’s get the good stuff out if the way cause it’s quicker. The trains are clean and usually faster and cheaper then Train Italia for long distance trains. It’s usually a pleasant experience. That being said, DO NOT use them if you have to make a tight connection or are relying on them to be on time because more often then not, they won’t be.

The worst customers service ever. When Claudia realised she couldn’t find a way to help us she just hang up on us. Customer service and Italo are a scam.
Il peggio servizio clienti mai ricevuto.
L’operatore al servizio clienti Claudia non è riuscita a darci risposte sensate ha semplicemente riagganciato il telefono.
Servizio clienti e Italo sono una truffa

Email after email. NO LUCK!
How can I get a refund on my 2 italo train tickets if I cannot even leave my country to travel to italy.

They not even responding for a travel voucher. Not that I can use a travel voucher 8500km away.

Italo will NEVER have my my friends or family business. In my country I will make sure that every travel platform knows they steal peoples money!

Italy government has asked anyone come from China(including Taiwan) need self-isolation for 14 days as we entering ITALY. So it's impossible for us to use the ticket for travel from ROME other cities; however, ITALO refused to refund us.

BTW, they don't provide EMAIL to communicate, all of the EMAIL they provide are only for advertising.
Phone number is so hard to dial in, and I have to call more than 10 times to get through. Most important of all, their English speaking and listening really sucks!

I think that ITALO like a scam group to me. I could only give the lowest rating to ITALO and this country.

I don’t know if it’s common to ddelay for a long time here or what. Delay for 54 minutes and like “you only can get full refund for an hour delay”. This made me miss the flight, a booked shuttle bus, a class, a school event, and cost me a lot of money to get back home in France. Thank you Italo.

Horrible company. All the funds in my account were wiped out. When I tried to reach their customer service via twitter, they reported me to twitter! I was further stranded, with no food and shelter. Terrible!

Italo is much faster than the Frecciarossa, the design looks perfect, and looks completely better than these European trains.

Appalling useless app - assistance doesn’t work - you can’t find tickets you have already bought. It doesn’t work at all on 4G. You can’t log in and you cannot change or retrieve your password and it doesn’t tell you why ‘an error was found’ when you spend half an hour filling in all the ridiculous details. I have wasted an hour with this appalling application and I think I will never take another Italo train.

Unless there’s no other choice, do not support such a company!
I booked my ticket on an online platform and, having to travel with my dog, I had to make my ticket separately with the italo call center.
they told me there were just two “seats” for dog on the whole train and they were all booked out.
I had to leave so I boarded anyways. Once on the train, the staff tells me that on that train no dog seats were allocated but if i wanted to book a ticket for my dog then it was possible, for 90 euros. They called it integration!The normal price would have been 50 euros, my ticket costed less than 30 and i was traveling for just two hours.
Needless to say, couldn’t file any complaint on the website because they dont have a option for animal transport on their dropdown menu and then spent 10 euros trying to file a complaint with their call center, which costs 1,28 cents per minute, to then give up before spending another 90 euros for a useless complaint.
it’s a shame.

Info for WHEELCHAIR users and people with disabilities
Me and my family took a .italo train trip from firenzi to Naples, and we never felt so disrespected in our entire life!
The company did no gave us any assistance! We got in touch 24h before the trip (by phone, as requested) to get the lift to the train, and when we got at the station, surprise: not only there was no lift, they tried to make us pay 60+ euros for special seats (even when we told that the only issue was the stairs to get inside the train, cuz my mom could walk from the door to her previously choosen seat).
The employees were completely rude and misinformed. Did not offer any type of useful information (including sending us to ANOTHER COMPANY ROOM, saying that they should solve our problems).
We will never travel in .italo’s trains ever again, even if we need to walk to our destination.
For those who need assistance to get inside the train: they will charge you for seats you don’t wish to buy, justifying them as “company rules”! - notice: their website does not say anything about extra fees.
Once you get at the train station, don’t even bother trying to get any assistance (especially if you are a foreign family). Inside the train, the employee only checked for OUR tickets - TWICE! - (and the trains was completely full). We felt very offended.
The company should be more prepared to deal with their costumers needs, not the other way around.
Not to say only bad things: the trains are new and comfortable (but we found some bottles e papers left from the previous passengers, so I cannot say it was clean).

There is no space for big luggage. This was the worst train trip I ever had

They have a good app easy to buy tickets. Clean trains and arrive on time.

A real honest review.

There are 3 parts that they failed under customer service.

1) Purchasing of tickets, touting seemed to be allowed at termini. When we were at the Rome Termini, there is a guy who posed as the train assistant who tried to con us money.
He is in brown jacket, blue eyes, with a lanyard I Love Rome.
Do look out for him as he is con man and will try to get money from you, either through the train tickets or some tips.
He will worked closely with Italo Railway.
The real Italo train assistants will try to help him con you as well (both at the ticket office and in their ticket room) and do nothing but watch you being conned.
He is very persistent and will make his point to get some money now.
He got angry with us when we refuse his help for 3 times.
(we obviously didn’t buy from him)

The guy being a con man lurking around the station is already bad enough.

However, the customer service officers of Italo train, shouldn’t they be doing something.
I checked Italo’s reputation, it seemed Italo is not that fantastic and have multiple rating of one star across Google, trip advisor and etc.

I believe Italo’s target customers include tourists, probably Italo need to do something about this to help boost their reputation?!

2) When we walked to their office to buy our own tickets, I mentioned to the ticket officers about the shady man, instead of acting on it.
To my shock, they just shrugged away the question and brushed us away. They still shook their head in dismay towards us as we walked away.

Worst customer service!

3) During the purchase of our tickets, not much explanation was given, what is our seats are like. When prompted, they just say, it’s like first class ???
When we board the train, it’s not first class !
We were seated opposite strangers.
How is that first class?

At the end, Italo when googled, you will hear that they are more prestigious and fast. I doubt so. I am much better off with their national train. The bad rating about italo are more accurate than the positive ratings.

We are tourists, we are more easily deceived and they do treat tourist as a 2nd class in Italo. They don’t really has any regard for tourists. Other Italians were given better seat than ours.

If people were to ask me about my opinion on Italy, I will tell them not to come to Italy as the customer service is really bad from their train stations.

The expectations for Italy trains are already set low but they managed to go lower :(
Such a upsetting memory of Italy.

Ive used trains all over the world and these guys are the worst even compared to third world countries. Ok the trains might be nice but theyre just there to rinse you and make as much money from you as they can. if anything goes wrong they wont help you in anyway they will just ask for more money from you. If you buy tickets on the day at stations you will be ripped off. They dont know what platform their train will arrive at until sometimes just a few minutes before departure.

We missed a train due to wrong information about a platform to depart from given by station staff and station timetable. But then had to fork out 150 to buy new tickets. No sympathy for tourists or understanding in any way what so ever.

Their tickets or app doesnt tell you the platform number, but it also doesnt give any advice to tourists to tell them that they will have to find the platform number themselves minutes before train arrives.

Rome station has a printed timetable that gives wrong plafform number for italo trains.

Avoid if you are a tourist unless you really know waht you are doing even if you buy 'flexi' tickets make sure you read all the small print.

Europe is famous for its super-fast rails and how we can skip this in our 17 days journey. We had booked italo train for most of the legs of our trip. Sometimes i got really good deal, sometimes it was expensive. But for all the trip, it never disappointed me. Started on time, reached the destination on time. Either it was Prime, smart or Comfort class, seating was comfortable. Specially, Rome to Naples journey was very smooth. Top speed was 300km/h. i even clicked the photo of its dashboard.

They have Wi-Fi on board (unlimited for deluxe coach). Designated space for keeping your 28-30 inch luggage. Restroom was super clean. In Prima & Club you can buy (or pre-order) an Eataly lunchbox for around €16-€19. Complimentary coffee, soft drinks, wine, or prosecco is served from a trolley. There's no bar or restaurant car, but passengers can use the coffee machine and vending machine. You're free to bring your own food & drink on board...

Italo is a private company which started operating Italo high-speed trains on the Milan-Florence-Rome-Naples route in the beginning.

We had a very disappointing experience with italotreno Florence /venece last August 9th.we were a party of 7 on a day trip to explore venece. We had arranged a tour to visit the islands around which we missed as the train delayed more than 2 hrs. We understand that the train company is not resposible for that tour lost, but it is for the reimbursement of almost 200 euros which we have been claiming since the day it happened (about to be 4 months ). How can they afford being so unprofessional on times when that means it all on this business???????. I wrote again today to train company. But for sure will make everything at my hands to stop anybody I know from using them, unless an explanation is received. I do not want anything extra from the money We deserve as reimbursement
Reference 2-19368356861,2-19481635975, 2-19481635977, 2-19481635979, 2-19481636101, 2-19481636103, 2-19481636105

I wish I can give 0 star for their services, I have their ticket and I didn’t use it and ask for a refund, their staff said they don’t have a ticket office on that station so I can’t do it, when I find one of their ticket office, they said it’s already over the depart time and they refuse to refund even if I didn’t use their services. The staff that I ask before didn’t tell me about this, really poor services and communication.

I am on the 9938 from Rome to Florence and I have just experienced THE worst customer service ever. The train company failed to allocate me a seat or carriage number in my ticket( how would I know this as I’ve never traveled this company before)
Despite paying for a premium ticket I was rudely told by the train manager to make my way from the carriage I was shoved on to the last carriage (11) as half the carriage was empty (not the case) the woman who was in charge was rude and very disrespectful of me and other passengers in a similar situation and I would never advise anyone to use this carriage service. It was booked for me by our office manager but after my experience and then reading reviews- DO NOT USE .italo ever!!!!!!!!!!

I understand that running a private train company in Italy must be challenging and they are trying, but the custumer service, although friendly, is not helpful.
Automated yet faulty and disorganized system does not give you an easy chance to get a refund in (the still very likely in Italy) case of a cancellation or delay

Terrible time trying to get my refund for my cancelled train. Called twice and emailed 3 different addresses to arrange the refund and they told me to wait as it would be automatic and they then said they had never received a refund request and it was too late to give it to me. Do not buy from this company!!

Had pre-booked a train from Milan to Florence but the Thello train was 5 hours late and I missed the Italo train. The Italo agency in Milan station very unfriendly and said it wasn't their problem and I had to buy another ticket costing 67 Euros. Other delayed passengers were going onto Naples and beyond and were charged far more Euros for new tickets. This company could be far more customer friendly by offering customers delayed by other trains, a seat on the next avaialble one as there were plenty of empty seats when I eventually caught the next train.

Honestly our trip from Rome to padova was amazing this was possible because of the train attendant Sabrina Sacco she merits a credit, the lounge was OK and clean Thanose to Italo train.