You can submit a complaint, within three months of the inconvenience that is the subject of the complaint, not only in Italian, but also in English:

• By email to info@fstrenituristici.it

• By certified email (PEC) to fs.trenituristici@cert.trenitalia.it

• By filling out the printable form available here. In this case, the form can be sent:

  • By post (ordinary or registered mail with return receipt) to the attention of our Customer Care at: FS Treni Turistici Italiani S.r.l. Piazza della Croce Rossa 1 – 00161 Roma

  • By email to info@fstrenituristici.it

  • By certified email (PEC) to marketingvendite@cert.fstrenituristici.it

The addresses mentioned above can also be used for sending written complaints, via PEC or post, without the dedicated form, provided they contain the following minimum necessary elements:

• the passenger's identifying details (name, surname, contact information), and those of any representative, attaching in this case the proxy and an identification document of the user;

• the identifying details of the trip taken or planned (date, departure time, origin, and destination) and of the transport contract (booking code or ticket number) or a copy of the travel ticket. Indicating the train number may facilitate the processing of the complaint;

• the description of the service disruption suffered and/or the discrepancy found compared to European or National regulations and the General Conditions of Carriage available on this site.

FS Treni Turistici Italiani provides a reasoned response to the complaint, indicating whether it is accepted or rejected, within 30 days or, in justified situations, informs the passenger that they will receive a response within 90 days from the date of receipt of the complaint.

Specific Rules for Espresso trains:

In case of an unsatisfactory response or no response within 30 days from the date of submission of the complaint, the passenger has the option to take legal action.

Only after submitting a complaint to FS Treni Turistici Italiani, the passenger can forward, within three months from the receipt of the information regarding the rejection of the initial complaint, their complaint to the Transport Regulation Authority (ART) through the Telematic Complaint Acquisition System (SiTe), accessible from the site www.autorita-trasporti.it or by sending the specific "Complaint Form" - available on the same ART internet site - to the address of Via Nizza 230, 10126 Torino, or by email to pec@pec.autorita-trasporti.it. The same faculty is allowed in case of no response within three months from the submission of the initial complaint.

After 90 days between the receipt of the complaint and the sending of the response, the passenger is entitled to automatic compensation for delay in response equal to 10% of the ticket price in case of a response provided between the 91st and 120th day from the receipt of the complaint and 20% of the ticket price in case of no response provided within the 120th day from the receipt of the complaint. Compensation is not due if the amount is less than €4, if the complaint is not transmitted according to the prescribed methods, minimum elements, and timelines, or if compensation has already been paid in relation to an unreceived/delayed response to a complaint concerning the same journey.