ItaliaRailReviews of italiarail.com

Award-winning customer service? What a lie! I tried to call their customer service 5 times today, to both the Italian and the American numbers. Every time I waited for more than 30 min (once for more than 1 hour!) listening to an annoying Muzak and nobody ever answered. I needed to speak to someone quickly because my train was cancelled by them and was unable to! I tried to enter 3 different telephone numbers for them to call me back, but the system said the numbers were invalid! STAY AWAY!!

Arrived in Pisa at 1400 shuttle to Station first train to Florence sat for a while and then told cancelled, onto next train sat for then told cancelled asked customer service told train on platform 12 rushed to 12 train doors would not open left the station Told next was on platform 8 got onto train sat then told train would be from 12 dashed to 12 train arrived sat no movement eventually set off - no explanation now half way to Florence been stopped for 30 minutes no information Shocking customer service

Nice customer service

Update: Got a refund. Original: 1 Start. Do not use them!!! Train got cancelled, fighting to get a refund. Buy directly from TrenItalia

Trains are nice when they run… Many strikes by the workers… People on the train are so so some very rude particular interest in frustrating people

I functioned as our own travel agent for the 22 day trip my wife and I are taking from April 29 thru May 21, 2025, and I can tell you that the amazing help I received from Maria Kolosova of the ItaliaRail.com team was incredible and most appreciated. She advised me to consider purchasing an ItaliaPass for $149 to gain over $500 of benefits (which I have done and which we have already gotten!!) and her very efficient and caring help in making sure all the stars aligned on our numerous rail trips as well as tickets for numerous art galleries, a guided tour of the Vatican & Sistine Chapel, etc. saved me time, effort, angst and money. Make your first move in planning your trip to Italy contacting ItaliaRail (and Maria) your first step in the process!!!

The service is good but pickpocket and thieves are everywhere in the train, stations. It was a nightmare, we didn't enjoy our trip in Italy. They took my back bag on the train.

Booked a night sleeper from Messina to Milan being careful to book the superior sleeper and not the relax. Their website said we were booking a cabin with washbasin and restroom. When the booking confirmation arrived it was for a cabin without its own restroom. Contacted the help centre and they said that the cabins with the restroom were only available from Milan and not from Sicily. Seems strange that the same carriages do not return to Milan and are therefore available. They said can't help but would offer a special refund of 50%. Why can't they be honest?