Getting refund from treinitalia

I doubt AmTrak has an Italian # to call, but ItaliaRail is an US based company and they are liable for the tickets they re-sell.
If trenitalia.com doesn't recognize a PNR either you are typing it wrong or ItaliaRail has already asked for a refund or that PNR has expired.

Note that the "Manage your ticket" window asks for the PNR code and the email used to book, what email did you/ItaliaRail enter when you purchased that ticket?

Another option is the recovery code, did ItaliaRail give you such code? If so, select the radio button next to "I purchased without registration" and enter the recovery code together with your name and surname.

You don't need a Carta Freccia fidelity Card to chat with Trenitalia, you only need it to be called back by Trenitalia at their own expense. Even if you had a card, they are not supposed to call back a foreign #.

I doubt AmTrak has an Italian # to call, but ItaliaRail is an US based company and they are liable for the tickets they re-sell.
If trenitalia.com doesn't recognize a PNR either you are typing it wrong or ItaliaRail has already asked for a refund or that PNR has expired:

*Thanks for your quick reply. i was cutting and pasting so not typing it wrong.

Italia rail did not ask for refund I talked to them.*
Used my email

Did input the recovery and I received a message in Italian and I couldn't go any farther in the site.

I can't complete the chat or call back request it says it is invalid

I talked to them

if you talked to ItaliaRail you should ask them to refund that ticket, they are liable for the stuff they sell.

and I received a message in Italian

Can't you google translate that message in Italian?

Used my email

Where? On ItaliaRail's site when you purchased? Trenitalia is asking for the email ItaliaRail used to purchase that ticket. Are you sure it's the same?

ps You are not trying to get a refund for a discounted ticket, are you?

Your situation is not clear. When were the tickets purchased and what date are they for? Are you sure they are refundable?

Seems like if you are entitled to a refund it would come from ItaliaRail. I had tickets for Italy travel in March 2020 that I bought from Trainline. They were immediately refunded upon request by Trainline. The tix I bought on Trenitalia for the same trip were never refunded, but I cannot remember the details---maybe they were only eligible for vouchers or not refundable at all because they were Super Economy tix.

according to the italia rail website

24/7 English speaking customer support
We’re here to help you! Contact our customer service team at [email protected].
Call us toll-free at 1(877) 375-7245 to speak with a member of our award winning customer service team. International charges may apply for those calling from outside of North America.

Thank you all so much for your replies.

So I purchased the tickets from Italia. However, Italia asked if I wanted a credit only which would have been good had I been planning to be in Europe. I asked for a refund instead. I declined this offer as I did not know if I would be back in Europe. So, per the Italia rep, since I declined the credit, they more or less backed out of it and let Trenitalia handle the refund. I can't get the credit now the opportunity expired a while ago. So that is why I am more or less stuck with Trenitalia and Italia is out of the loop.

I did fill out their complaint form and I received a reply in Italian which I wish I could translate but I can't. So if anybody here speaks Italian or has any idea on how to translate this I would be much appreciative.

Here is the response from Trenitalia
ATTENZIONE:
Si raccomanda di non rispondere a questo messaggio in quanto la casella postale da
cui e' stato inviato non e' abilitata alla ricezione di email.

Gentile Cliente,

Le confermiamo di aver ricevuto la sua Richiesta di Assistenza.

Le ricordiamo che il servizio di assistenza è dedicato esclusivamente a fornire assistenza all’utilizzo del sito Trenitalia, con particolare riferimento a:

navigazione,
acquisto/pagamento,
modifiche al biglietto,
gestione account.
Tutte le altre richieste non avranno seguito e saranno archiviate senza riscontro.

Per inoltrare una richiesta di rimborso:

per titoli di viaggio acquistati tramite il sito internet www.trenitalia.com o tramite Call Center 892021 si prega di utilizzare l’apposito form: http://reclami-e-suggerimenti.trenitalia.com/rimborsi/Default.aspx;
per titoli di viaggio Trenord le suggeriamo di consultare le istruzioni pubblicate sul sito internet di Trenord all’indirizzo: http://trenord.it/it/biglietti/rimborsi-e-indennizzi.aspx;
per titoli di viaggio Thello le richieste devono essere presentate direttamente a Thello, compilando il modulo web disponibile all’indirizzo: https://thello.com/?iLangID=2;
per titoli di viaggio di Azienda affiliata al programma Corporate Travel Trenitalia le richieste devono essere trasmesse alla casella di posta elettronica [email protected];
Per inoltrare un reclamo:
Sul nostro sito internet www.trenitalia.com è possibile compilare il modulo web al link in area riservata per clienti registrati (sezione Ricevi Assistenza) o all’indirizzo http://reclami-e-suggerimenti.trenitalia.com/Reclami/Default.aspx per clienti non registrati.

Per maggiori informazioni su come inoltrare le sue richieste la invitiamo comunque a leggere le Condizioni Generali di trasporto dei passeggeri o a consultare la sezione “Assistenza e contatti” del nostro sito internet.

Cordiali saluti

Contact Center Trenitalia S.p.A.

ATTENZIONE:
Si raccomanda di non rispondere a questo messaggio in quanto la casella postale da
cui e' stato inviato non e' abilitata alla ricezione di email.

Suzanne Buchanan
Sat, Jun 5, 10:16 PM (16 hours ago)
English please!!

Microsoft Outlook [email protected]
Sat, Jun 5, 10:16 PM (16 hours ago)
to me

Il recapito non è riuscito per i seguenti destinatari o gruppi:

[email protected]
Impossibile recapitare il messaggio perché il recapito a questo indirizzo è limitato.

Short translation of what you need:

those who want a refund should click here : https://reclami-e-suggerimenti.trenitalia.com/rimborsi/(S(yxinolbrtykz2dqchwiq3nwr))/en/Anagrafica.aspx and fill the module

Of course I can only hope your ticket can be refunded, you did not tell what type of ticket you purchased.

For future reference you can paste that entire email
(or anything else to want to translate) into Google Translate and translate to English yourself

https://translate.google.com/

Suzanne, we had a very strange interaction with trenitalia, after I'd requested a refund from our covid-cancelled trip. Their first email response was something like, "Hold on everyone. We will be clarifying things around refunding in the weeks to come." Fine. Then almost immediately, we got a bizzarro email from what appeared to be one of their executives saying (and I can almost quote him verbatim here) "So Melanie, I understand your situation completely and will send you your refund soon." ????? We don't know anyone named Melanie, and its certainly not our name either.

I sensed some sort of accidental miscommunication, born of an overworked trenitalia exec who did not pay perfect attention when he was responding to this mystery 'Melanie'. Anyway, I asked him in our next email for 2 things: A) an explanation for the odd miscommunication and B) the same deal that this Melanie apparently got--a refund, not credit. He never got back.

Months later, we, like most everyone except 'Melanie', were offered the same 'take it or leave it' credit deal. Better than nothing, but still left us unsatisfied. The irony: with only myself to blame, I had earlier accidentally reserved those original train tickets twice, after being careless around some associated rental dates. That'd been a rookie 101 mistake, the likes of which I almost have never made. IOW, we only ever were given 'credit' for half of the actual monies that I'd spent.
In any case, trenitalia were the sole company whom we dealt with around that cancelled trip, who refused to give us our money back. All the others (and there were many many hotels plus rentals and airlines and tours) showed honour.

I am done. the end