Trenitalia
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"Horrible Experience – Luggage Stolen on Trenitalia Frecciarossa and No Response for Months"
My trip to Italy turned into the worst travel experience of my life. My entire luggage was stolen on a Trenitalia Frecciarossa train from Venice to Milan on December 10, 2024 (Train No. 9732, Venezia S. Lucia to Milano Centrale, around 14:00). I immediately filed a report with the station police at Milano Centrale and submitted a claim to Trenitalia’s customer service in Milan. More than five months later, I still haven’t received any response or follow-up. The theft caused huge disruption and financial loss. Without my passport, I couldn’t return home and had to stay several extra days in Milan, paying out-of-pocket for a new passport, hotel, and flight. I was stranded with nothing—no clothes, laptop, toiletries, or essentials. The complete lack of communication or accountability from Trenitalia has been unacceptable. I expected far better treatment and support from a leading European rail company.
"Overcrowded Trains Despite Tickets – Very Disappointing Service"
While the trains generally run on schedule, the company sells unlimited tickets to popular tourist destinations, causing severe overcrowding. Yesterday, we traveled three hours from Milan to Portofino without a seat. Today, we arrived 20 minutes early for our 10:20 a.m. train to Como–Veranno, only to find it completely full. Hundreds of ticketed passengers, including us, couldn’t even board. This kind of service is unacceptable — one star is generous for such poor management!
"Convenient Way to Travel Around Italy, but Limited Station Support"
Taking the train is a fantastic way to explore Italy — it’s efficient, comfortable, and saves you the hassle of dealing with airports or airlines. We traveled from Rome to Florence, Florence to Venice, and Venice to Milan with ease. For a small additional fee, we were even able to select our seats. However, one drawback is the lack of staff at train stations to assist with questions or provide guidance. Also, be aware that platform assignments are sometimes announced at the very last minute, so it’s important to keep an eye on the display boards. Overall, it’s a convenient and enjoyable way to travel across the country.
"Awful Experience with Poor Management and Canceled Train"
A terrible experience from start to finish! The lines were incredibly long, there were multiple delays, and eventually, our train was canceled. We were told to go to another station for assistance, which only added to the frustration. Trying to get a refund is so complicated and time-consuming that it’s not even worth the effort. To make things worse, when the lines were at their longest, most employees left, leaving only two people to handle over a hundred waiting passengers. A completely mismanaged company — definitely would not recommend!
"Disappointing Experience on Early Morning First-Class Train"
As a local who usually travels privately, I was quite disappointed with my recent early morning train ride. Despite booking a first-class ticket, I found several vagrants comfortably resting and traveling in the same cabin. There seemed to be no security or staff presence to manage the situation — perhaps it’s considered too costly. Even when the ticket inspector passed by, he did nothing to address it. It was an uncomfortable and poorly managed experience for a supposedly premium service.
"Extremely Frustrating and Unhelpful Service"
I waited an entire hour only to be told that they couldn’t refund the tickets I purchased from their own website because they were issued by a different train company. How does it make sense to sell tickets you can’t refund? The staff seemed uninterested in helping and clearly just wanted me to leave as quickly as possible. Overall, a very disappointing and unsatisfying experience.
"Poor Organization and No Apology for Downgraded Service"
We purchased first-class tickets, but due to poor organization, we were placed in a second-class carriage instead. The staff didn’t even bother to apologize or offer an explanation, which makes me think this issue happens frequently. For a service that claims to offer premium comfort, this experience was deeply disappointing and unprofessional.
Trenitalia
Italy’s national railway network, including high-speed Frecciarossa trains.
Address
Italy
Website
https://www.trenitalia.com/en.html
Email
https://www.trenitalia.com/en/information/customer-service-offices.html
Telephone
https://www.trenitalia.com/en/information/customer-service-offices.html