If your train's departure is delayed for over an hour, your train has been cancelled, or you missed it because of another train's delay and you do not want to continue your trip, you must ask railway personnel to record what happened to you on your ticket, and we will reimburse your train fare in full or in part, in the case when you have paid for a full fare and have used only a part of it.

If, while you are traveling, the service is suspended and you miss your connection because of a delay of an Express, Intercity, Intercity Night, Eurostar City Italia, Eurostar Italia, Eurocity, and/or Euronight train on Italian routes, you can board the next train traveling to your destination directly, and explain what happened to the personnel on board, without paying any additional cost (except for sleeping berth and wagon-lit services).

If you miss your connection on a "green" train, you can board the first IR, D or R train traveling to your destination, even if this is not a "green train", and explain what happened to the personnel on board, without having to pay any additional fare.

For any other type of missed connections, you can be authorized to continue traveling on another train by contacting Customer Service.

If, owing to the delay of an Express, Intercity, Intercity Night, Eurostar City Italia, Eurostar Italia, Eurocity and/or Euronight train on Italian routes, you miss the last train of the day traveling to your destination, and it is not possible to reach the destination with the replacement means indicated by Trenitalia, you will be able to be reimbursed for your overnight stay (in a mid-range hotel). You will be able to continue traveling the next day with the first train for your destination, even if in a superior class, without having to pay any additional fare.

We remind you that the definition of a connection is when two trains are in the same station for at least 10 minutes; in some stations (Bologna Central Station, Florence Santa Maria Novella, Milan Central Station, Naples Central Station, Rome Termini Station, Turin Porta.Nuova, Villa San Giovanni Station) this time interval must exceed 15 minutes. If the departing train is a regional train, the time interval to define two trains as connecting is shorter and can vary from 5 to 10 minutes.

Arrivals with a delay exceeding:

give you the right to an International Bonus for the purchase - within 12 months from the date of issue - of a ticket to be used on the trains of the railway company that issued your original ticket. This offer is not subject to negotiation or change.
Trains subject to special rules are excluded from this Bonus.
The Bonus awarded is equal to 20% of the price of your one-way international ticket fare (minimum 50 €), and includes a wagon-lit/sleeping berth reservation, rounded off to the nearest higher 0.10 €.
Tickets purchased with the International Bonus are not reimbursable.
To obtain the International Bonus you will need to make a reservation (seat, wagon-lit or sleeping berth); this means that you will need to be in possession of the delay confirmation certificate, which is issued only by some foreign railway companies.
Travelers can request the Bonus within 60 days from the date of their trip by contacting one of the participating railroad companies or to the railway company that issued their ticket.

Request for an International Bonus

You can request your compensation from one of the railway companies who provided you with transportation or from the railway company that issued your international ticket: however, your International Bonus must be issued by the railway company that issued your ticket (even if this company did not provide your transportation).
As for Trenitalia, compensation requests must be addressed to:

TRENITALIA S.p.A.
Divisione Passeggeri (Passenger Division)
RAPPORTI CON I CLIENTI (CUSTOMER RELATIONSHIPS)
Via Giovanni Giolitti, 2
00185 Rome

Bonuses are mailed to your address by the railway company that issued your original ticket within 90 days from their receipt of your request.