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How to get a refund when train cancelled by Trenitalia

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We were on the Leonardo Express to go to the Rome airport. Every car was full when they said to get off because there was a fire on the tracks. We all exited and tried to find out some information as to how long the delay might be. Another train came on the same tracks and they said to get on that one. After waiting for another half hour, we got off that train. None of the Trenatalia staff could tell us anything about when the tracks might be usable, so we joined the hundreds of people who were in the cab line outside.

I have tried to figure out how to get a refund for our tickets. Does anyone know how to do that for the Leonardo Express?

Posted by
5340 posts

I presume you’re not in Rome anymore.

If you were, I’d have suggested getting a refund at the arrival station, in your case, at the Fiumicino Airport.

Did you buy your ticket(s) via the Trenitalia App?
I’ve not had to request a refund from trenitalia before but I found this web form that explains the process: Trenitalia.com/refund

Please let us know if it worked!

Posted by
4 posts

Thank you. I am stuck because it is asking for a PNP or travel Document. It wants a number but it doesn’t seem to be the ticket number.
We purchased at a kiosk in Termini. Never thought to do it at the airport after the cab driver from hell managed to get us there!

Posted by
4 posts

Does anyone know what PNP is when the topic is Trenitalia trains in Italy? It has something to do with the ticket, but I cannot figure out what they are asking for.
Thanks.

Posted by
3149 posts

If you have a paper ticket you cannot get a refund via the app. With paper tickets to get a refund you probably need to actually return the ticket. Paper tickets do not have the PNR codes that electronic tickets have.
After all, you could have used your ticket later, when the Leonardo Express started running again, or on another train that was running.

So you should have done that straightaway, at the station.

Posted by
4 posts

Thank you......I have nothing to lose by sending my tickets to the Trenitalia office in Rome. Years ago, we had to get a refund but could do it at the desk in Milan. It took 6 months, but the refund arrived.
Thank you for telling me the PNP is not on the paper ticket.

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