How can I cancel my ticket?

You only can cancel your ticket, if the rules of the fare you purchased allow you to cancel the ticket. Usually the cheaper the ticket the more restrictive it is. Therefore super-economy fares do not allow tickets to be cancelled. Economy tickets allow one change, but it cannot be cancelled, and normal or base fares allow tickets to be cancelled with a 20% penalty.

To cancel a ticket, contact Please include your Order Number in your email. You can also call us toll-free at (877) 375-7245 to speak with a member of our customer service team. Our direct local number in Italy is (+39) 06 9763 2451.

The cancellation policy breakdown is as follows:

  • Trenitalia charges a 20% penalty
  • Thello charges a 10% penalty on Normal/Adult fare
  • The Smart fare is non-refundable
  • The Go fare carries a 50% penalty and must be made at least three (3) days prior to scheduled travel date

Cancellation requests are subject to a 20% penalty when received 24 hours prior to the train’s departure if the Fare allows it.

Train tickets cancelled within 24 hours of a scheduled departure are non-refundable, or determined by the fare-specific rules.

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