Question for anyone that has submitted the Trenitalia online form requesting refund....
The first field is the cartafreccia #. I used my #, then entered the PNR #. Since the reservation is for two people and a dog, can I assume, the request will cover entire reservation, not just the seat associated with the cartafreccia #? Can anyone confirm?
How long is it taking to get credit on your cc account?
As a data point, I submitted a refund request for 3 different early April Trenitalia tickets on 3/27. I received email confirmations for each refund request a few hours later stating "You should receive a reply within a maximum of 30 days, as provided for by Trenitalia's Services Charter," but have yet to receive any additional communication or a refund to my credit card. If I don't hear anything by the end of the month then I plan to dispute the transactions with my credit card company.
Was your ticket purchased as non refundable. I purchased 6 non refundable tickets and got the same email from Trenitalia.
Yes, all three of my tickets were originally non-refundable.
Just wondering how one would dispute not getting a refund for non-refundable tickets.
On a completely separate situation I canceled a hotel reservation meeting the cancelation criteria. The hotel had charged my credit card the first night's fee as a deposit and I was told that the deposit would be refunded. In following up when not seeing the deposited credited back, the reservation call center advised that the property was closed and that the refund would be processed with the hotel front desk was staffed.
On a similar note, our refund from a group event in the Aosta Valley of Italy could not be processed because the only person who could do the fund transfer was in lockdown and he tourism office with the computer access to their finances was similarly locked.
Could it be that transportation refunds are not considered a high priority essential service and the office that processes refund request with non-refundable tickets is a low staffing priority? You may not see the refunds until the lockdown eases.
Edgar,
Good point on lockdown here in Italy. Since travel is restricted except for emergency or work, likely most hotels, tour offices, etc. are closed. And unless someone is working from home, responses would be delayed. Trains are operating, but only for those people in essential jobs. (Food supply, pharmacies, and health care. Trains are running for people that need to work, but likely people working in Trenitalia offices or ticket windows are cut way back.
Current lockdown is through May 3rd, but we should know more on easing of some restrictions by next week.
If we can walk more than 200 meters from our apartment on May 4th, we will be thrilled!
To further clarify, all 3 of my trains were cancelled, thus the eligibility for a refund according to Trenitalia. Not sure what would have happened if the trains had actually operated as scheduled and I merely chose not to travel.
I still haven't gotten my refund or received any further communication from Trenitalia other than the initial email confirmations, but I read on another site that they are now estimating it may take up to 90 days to work through their backlog.
Has anybody received the 80% refund on the price paid for the semi-flexible category of Trenitalia ticket? What should I do to receive it?
Just wondering if anyone has received credits on credit card from Trenitalia yet. If so, how long did it take? Our requests are now at 60 days.
Hi Karen
My last email from Trenitalia on May 4th - said my train on May 11th had been cancelled and a refund would be coming but it could take up to 90 days.
I submitted a refund request on May 8, 2020, for canceled trains. I received an email refund acknowledgment as well as an email stating my trains had been canceled. Over 90 days later and haven't received a refund yet.
I've tried using their online chat service, but they're never available so I left a call back message. I've also used Facebook and Messenger to get through to no avail. To think of making an international call when I could be placed on hold, not to mention the language barrier, I wonder what other options there are.
have you tried during Italy working hours during the week?
Update on my Trenitalia refunds, submitted April 13 and May 5. About 3 weeks ago I contested the charges on my Chase credit card. After submitting refund requests, all four segments were subsequently cancelled by Trenitalia.
A week ago I received the below email stating how to request E-credits or link to fill out another form to request refund. Since I had already contested charge, not doing anything further.
the refund RN2-xxxxxxxxxxx. you requested is available in your reserved area on trenitalia.com, which you can access directly and at any time, or by entering PNR and CP at this link.
Once you have viewed the details of your trip, simply click on "100% e-credit refund" and enter the email address where you would like to receive your e-credit.
You can find a video with all the instructions at the next link.
Your electronic credit, with a value equal to 100% of the ticket, can be used either in a single or during several purchases, within the expiration date. The electronic credit can be used to purchase any Trenitalia product. You can also ask, as alternative, the refund for the unused part by the expiration date on the same payment tool used for the purchase. If you prefer a full refund on the same payment tool used for the purchase, please go to a Trenitalia ticket office and show this comunication and the travel datails or enter a new request using the following link.
Even if we are working hard to answer all customer requests, we are sorry that you had to wait longer than the standard time we usually need to manage these processes. The exceptional situation, caused by the COVID 19 health emergency together with the operational difficulties due to the lockdown, has led to a huge volume of requests and increased the time needed to manage refunds.
