I am a customer that purchased online to buy my ticket from Milano Centrale to Basel Sbb in August this year. I showed my purchased confirmation to the Trenitalia officer on the train when he checked my ticket. By using the PNR as the confirmation stated clearly that 'in case of ticketless, customers only need to show the PNR to the officer". As I did not have time to the self service counter to print my ticket. So on the train, I showed my PNR to the Trenitalia officer. It was accepted and he allowed my family on board. I did not know that the PNR is not valid on international train as the email sent to me by [email protected] did not mention that. When the officer of swiss train was on the train and checked my ticket, he said the confirmation is not valid and forced me to pay 248CHF for tickets of my family or else he will call police to come up on the train. After all, I paid EUR 87 and 248CHF for the train fair. When I got off the train in Basel Sbb, I went to client service of swiss train company. The officer helped me to search the information about my case. He showed me that on the website of Trenitalia states that the PNR is not valid for international train but it is written in Italian. As I need to carry on my journey, I am now in another country. I tried to request a refund through email to Trenitalia, yet those mails were rejected by the trenitalia's webmaster. I tried to send complaints by using the complaint form through the website of Trenitalia, yet the page is written in Italian. I tried to call their custom service, yet they are not toll free. So I am so helpless right now, not just because of the money I spent on the train fair but also frustrated of lacking ways to write to the company. Irene
Posted by
Texan in CA
4415 posts
The option for Ticketless shouldn't have even been offered for international travel; I've never seen it as an option, and I can't recreate it now. IF you click on "For further information" when choosing a ticket delivery type, (NOT the Italian only version), the first paragraph states "The international Intercity and Eurocity trains are not included". BUT now I find THIS: " The purchase of international tickets may not be ticketless procedure (with the exception of trains Italy - Switzerland for domestic routes in Italy). Ticketless If you buy with this mode you can get on board without a paper ticket, and sufficient because the PNR booking code to communicate to the crew. >If you choose to get a receipt of payment via e-mail will be sent to the address you provided. >If you choose to issue a receipt to board the train you have to communicate the PNR booking code >the crew will issue you a receipt of payment." Hmmm... (cont.)
Posted by
Texan in CA
4415 posts
(cont.) Also, the first Italian train official - since he accepted your PNR - probably could have issued you a ticket onboard: "The ticket issuing of Italian Eurostar, Intercity and Intercity Plus trains takes place on board the train. The staff on board will issue the Ticketless ticket without requiring payment after checking the PNR stated by the customer with their list of expected passengers". (and FWIW, I DO realize that those are all DOMESTIC Italian trains) That (although I've never actually seen one of these) should have placated the Swiss official. It's very unfortunate that practically your entire trip took place in Switzerland (=€€€). I have no other help to offer, except that there is a Trenitalia outlet (travel agent) in Hong Kong: Pacific Leisure Corp. Ltd. 10/F, Tung Ming Building 40 Des Voeux Road Central Hong Kong
00852 28269228 (tel) 00852 28459560 (fax) [email protected] They may only be able to sell tickets, though... Good luck.
Posted by
Texan in CA
4415 posts
Beware in your attempts, though - on the homepage of Trenitalia is this: International tickets pick up The tickets for INTERNATIONAL JOURNEY can be picked up at self service machines in Italian train stations ONLY.