Last updated: 31 July 2026

1. Quick guide to fare flexibility

On a phone, swipe the table horizontally to compare all columns.

Examples above explain the flexibility labels and do not replace the exact conditions shown for your booking.

2. Before ticket confirmation

A payment acknowledgement does not always mean that a ticket has been issued. If we cannot fulfil a paid booking, we will contact you and provide the applicable remedy, including a refund where required.

You may ask to cancel while an order is awaiting confirmation. Submit the request immediately: if the ticket is issued before the request is processed, the issued fare's change and refund rules will apply.

3. Voluntary changes

• Changes to the date, time, route, travel class, seat, passenger name or identity details are available only when the operator and exact fare allow them.
• A request must reach us before the cut-off shown for the ticket. Requests made close to departure may not be completed in time.
• The amount due may include the operator's change fee and any increase between the original and replacement fare. A lower replacement fare does not create a refund unless the operator's rule says otherwise.
• If a change is not available, the only option may be to cancel under the original fare rules and buy a new ticket.
• Partial changes for one passenger, one direction or one segment may not be supported when passengers or journeys share one ticket code.

4. Voluntary cancellations

• Submit a cancellation before departure and before the fare's stated cut-off. A request is not complete until it is confirmed in My Orders or by email.
• Non-refundable fares and no-show tickets normally have no voluntary refund value. Some fares also become non-refundable after their cut-off.
• Where cancellation is allowed, the refundable amount is the eligible unused value minus any operator deduction and any service or payment cost clearly disclosed as non-refundable before purchase.
• A refund for only some passengers or segments is possible only when the operator's ticket structure allows the booking to be separated.

5. Train cancellation, delay or missed connection

For journeys covered by EU rail passenger-rights rules, an expected delay of 60 minutes or more at the final destination may give you a choice between reimbursement and continuation or re-routing, subject to the law's scope and exceptions. Delay compensation is generally 25% of the relevant ticket price for a delay of 60–119 minutes and 50% for 120 minutes or more, but exclusions and minimum thresholds may apply. The operating carrier assesses the claim.

If a protected connection on one through-ticket is missed because of disruption, contact the operator or station staff before purchasing a replacement. Separate tickets are not automatically treated as one protected journey.

6. Missed trains and incorrect booking details

If you miss a train because you arrived late, went to the wrong station, lacked required travel documents or did not follow ticket-validation instructions, any change or refund depends on the purchased fare. A new ticket may be required.

Check passenger names, dates, stations, directions and identity-document details before payment. Tickets may be personal and non-transferable. A correction is not the same as transferring a ticket to another passenger and may require cancellation and rebooking.

7. How to request a change or refund

1. Open My Orders and retrieve the booking using the details supplied at checkout.
2. Open the order and select the available change, cancellation or refund action. Review any quoted fare difference, fee and estimated refund before confirming.
3. If the action is unavailable or the train was disrupted, email contact@italyrails.com with the order number, affected passenger or segment, requested outcome and supporting evidence.

Keep the original ticket until the request is confirmed. Never email a password, full payment-card number or security code.

8. Refund calculation and timing

The final amount is calculated under the exact fare and operator rules after accounting for used segments, operator deductions, non-refundable items disclosed at purchase, and any approved disruption entitlement. The amount shown before you confirm an online refund is the applicable estimate; if operator review changes it, we will tell you before completing the request where practicable.

Approved refunds are returned to the original payment method and transaction currency where possible. Operator review can take time. After the refund is released, many banks post it within 5–15 business days; in exceptional cases a card issuer or payment provider may take up to 30–45 calendar days. Exchange-rate movements and bank fees may cause the amount visible in another currency to differ.

9. Operator rules and passenger rights

Operator terms can change and the version attached to your booking applies. You can also consult the current official sources:

• Trenitalia refund and delay compensation information
• Italo fare conditions
• EU rail passenger rights

10. Contact

For help with an existing booking, use My Orders first or email contact@italyrails.com. Include your order number so we can identify the applicable fare rules.