ItaliaRailReviews of italiarail.com

I booked 5 tickets from the airport to Rome Termini and the tickets were never emailed to me as promised. I sent 3 complaints on the contact forms and none were responded to. I don't know where to escalate this to.

Don't ever book with this company. If you don't believe me!! 73 % of all books are pissed at this company. I lost my money. I'm so fed up here in Italy. Be careful. Check things out. Please!!

This company is taking advantage of people during the COVID situation by not changing their refund policy. My whole trip was cancelled and every other business refunded my money or loved my reservation to my new dates - except this one. They use some bs excuse that they are a third party and can’t refund because the Italian train company hasn’t changed policy. Shameful. Do the right thing trenitalia

I am American living in Italy. I wanted to buy two-way tickets from Terni to Rome. I thought that everything is fine but I got an email saying that they had to cancel my reservation because they were unable to verify my information. The email was from Briana K reference to TRE-MY1F-LGCD-2Z6Y-B. I didn't understand what does it mean that they were unable to verify my information; they had my Italian as well as my US phone and nobody contacted me. Then I tried again, using another email and another credit card, but got the same result. This time the email was from Chris S. and the referral was to a request 175391 (January 30) and my order number was TRE-Z7ZZ-6GTZ-LW2U-J. This time I called them, but got an answering machine. I left a message explaining the situation asking them to call me back but nobody bothered to do this. I was really very disappointed from the service I got, or should I say for the lack of it

If you are traveling to Italy only once then avoid this scam called Rail Aid. It has no proper benefit which helps at the time of need. Very pathetic rude customer service. I missed my train because my flight got delayed and Rail aid support is not available 24/7 on phone. It told me to leave a voicemail. So I did not get any help when I needed. The customer service is not on Italian hours It is based on US eastern standard time. I had to buy a brand new ticket double the price of what I bought to get to my destination. When I finally got hold of customer service they told me to file a rail aid claim and they will review it for approximately 30 days and give me a credit if everything looks genuine. I said I am not coming back to Italy again to which they replied it’s not their problem. So basically I paid x amount to buy the ticket then I paid 2x to buy new ticket and there is no guarantee that I will get x credit and even if I get x credit I can’t use it because I am not coming back to Italy. So beware, it’s a scam. I made mistake by not doing enough research about it and I paid a huge amount of price for it. Very disappointing and stressful travel experience.

Caught train from Rome to Florence. Got off and realised I'd let my hat in the 1st class carriage. Asked female guard at Florence if I had time to get back on to get it before it left. She didn't know. Went to their website which stated go to station and report to custom services officer. Went to Florence station and reported the loss to a female "Customer Services Officer". She was totally uninterested and claimed that because I'd reported it on the day after I'd left it in the carriage there was no entering it into the system so nothing further could be done! Useless guard, useless "Customer Services Officer". So, what happens to all items left on trains that go unreported on the day? Where do they end up? I bet I know. They keep them or auction them off. Some thieving system this is. One of these thieves is getting an expensive Filson hat. Crap service, crap people. Stay well away from them, and Italy for that matter. This is our 2nd trip in 5 years and it was nothing like this in 2015. It's turned into a corrupt hell hole trading on its past that rips off tourists at every opportunity. Never going back. Will travel more in Australia where the system is honest and doesn't fleece tourists with lost property and revisit civilised countries like Netherlands and Iceland where there is not endemic corruption. You've lost my tourist dollar forever you thieves.

@Update.@ After posting this review here and in other social media platforms the owner responded and has agreed to refund the additional fare and fine and address my complaint with the service provider. ——-/——- Women beware of aggressive conductors ! I purchased my ticket online and due to my health I needed to catch an earlier train than planned for my Journey from cinque terra / la Spiezer to Florence SMN. The person I spoke to at the ticket office said it would be ok to use the same ticket to catch earlier train. But when I got on the train a conductor checked my ticket and ordered Me to pay another fare plus a $50 fine or he threatened me with arrest! The standover tactics used and intimidating threats of arrest, when I had paid for a ticket already has left me upset and $64 out of pocket. I basically paid 2 train fares and a fine just because I felt unwell and needed to leave cinque terra early for a 2.5 hour train ride. Zero compassion and understanding for a woman travelling alone, suffering from eczema related issues. When I contact Italia rail they basically said not their problem. Disgusted to the max !

I don't usually write reviews and if I do, it's usually because something was good. However, I am so angry right now that I hope to save someone else the frustration.I booked several difference train tickets with Italiarail. Yes, booking was simple. However, when you go to checkout, they automatically add the railaid insurance advertising "free trip cancellation/changes, VIP lounge access and many other benefits." You get no other info until after you pay. Then you get an email telling you all about the insurance, including the fact that you can only make those changes or cancellations for up to 48 hours after your purchase. That's right, "48 hours after your purchase" NOT "up to 48 before your trip." When I saw this I immediately tried to cancel the railaid with no response from Italiarail. I then decided I'd like to change my departure time to a few hours earlier on the very same day (which by the way is 3 months away!)I made this request and 2 others well within the 48 hour time frame. I contacted them and asked if I could do this. Myrna responded and asked what time I'd like to change it to. I replied. No answer. I inquired again. No answer. Finally, I got an email from them giving me a link to go to request the change. By this time, it's past the 48 hours. I explained the circumstances ad nauseam explaining that I had indeed made the requests withing the 48 hours, etc. Briana kept responding with her canned answer of "you didn't make the request within 48 hours as "clearly" stipulated in the agreement" (the agreement I received after the purchase) Customer service is some of the worst I've ever seen. The inflexibility is unbelievable especially for a simple 3 hour time change 3 months in advance!!