caroline65

I stupidly purchased train tickets from italiarail for wrong date! Emailed them immediately and they said I have to fill out form and send to Trenitalia for a request of refund! Are there any other people who have done this before or am I the only twit who has done this? Did you get you money refunded?

kybourbon

Most people don't use Italiarail's website. Some tickets aren't refundable. What did you book?

caroline65

I purchased tickets from Verona to Lake Como. Thought I had clicked on 6th July but tickets are for 7th June. Agh- I was distracted with kids around me_ something I never do! I think I have done my money!

kybourbon

I meant what type of ticket. Base fare can be changed and you should also be able to change an economy fare. Super economy can't be.

Does the ticket say June 7 or perhaps it's the just numbers with the day first, month next in the European format?
July 6 would be 6/07/13.
June 7 would be 7/06/13.

kybourbon

If you aren't reading the date incorrectly, then it's possible Italiarail messed up placing the order.

caroline65

The fare is economy and on the actual order and receipt, the date is06/07/13 but on the eticket which they have emailed to us, the date is stated 6th June.

vincenzo32951

This happened to me once, but it was a TA's mistake. When I got to Italy, I went to the train station ticket window and exchanged the tix for the correct date. I don't remember the class of ticket, but the transaction was easy.

kybourbon

I think it was Italiarail that messed up and should make it right. When you are ordering a ticket with them, they are connecting to Trenitalia and completing the order, then sending you the e-mail. They are a middleman in the process just as if you booked a flight with Expedia or Orbitz. They have to get on their computer system and actually input the order and complete ticketing. I think someone at their end messed up the date. I would contact them again and let them know that they reversed the date/month in the order, not you. If they don't resolve it, you can contest on your credit card.

Economy tickets can be changed (no refunds!)even though Italiarail says they can't.

From Trenitalia:

**ECONOMY
Booking changes (date/time)

Allowed - allowed upon payment of a change fee

Refunds
Not Allowed - Not Allowed

Access to other trains
Not Allowed - Not Allowed

Further details:

Trains included: AV Frecciarossa and Frecciargento, ES*, Frecciabianca, IC, ICN, express trains, couchettes and Wagon Lits. AV Executive service and Excelsior carriages are not included.

Tickets may be purchased up to train departure, with different levels of reduction on the full Base price. Upon purchase, the best available price is displayed. The number of seats available for each price bracket is limited and variable. The offer is subject to a minimum price of 9 euro.

It is not possible to combine the discount with other reductions. Tickets cannot be issued without seat allocation and it is not possible to book lounge seats using this offer.

Booking/ticket changes

Changes are allowed once from the issuing date up to train departure, only at ticket desks or at the issuing travel agency (with the exception of web agencies), in accordance with the opening hours of same. The departure date or time can be changed only for the same train category or service purchased, subject to a change fee (which is equal to the difference to the corresponding full Base price).The new ticket (called "e;Economy ticket change"e) has the same characteristics of the Economy ticket.

For tickets requiring collection at self-service tellers, you must first collect your printed ticket and then apply at a ticket desk.

Access to other trains

You are not allowed to board any train other than the one you booked, otherwise you will be deemed to be travelling without a valid ticket.

Refunds

No refunds are allowed if you decide not to travel.

For further information on fares, check the transport terms and conditions.**

Italiarail has a big disclaimer page that they aren't responsible for any mistakes, but I think you can successfully challenge it with your credit card. If not, you will end up having to change to full base fare if you change the ticket with Trenitalia.

>>>Emailed them immediately and they said I have to fill out form and send to Trenitalia for a request of refund!<<<

I'm surprised they told you that since Italiarail states for economy fare:

*Save up to 40% on these discounted fares in Standard, Premium and Business class. This fare is not refundable and no changes are allowed.*

Ackislander

I had the same problem years ago, only I was my fault.

I did what Vincenzo did. I went to the window at SM Novello in Florence, and the clerk changed them for me despite the fact that his English and my Italian were equally rudimentary.

It may have helped that at the time I lived on the edge of Boston's Italian North End and could do hand movements with the best of them.

You will probably not want to wait until you get to Italy to solve this, but if you do, striking your temple with the heel of your hand is a good place to start.

kybourbon

>>>Ackislander on May 7, 13 at 12:07pm
I had the same problem years ago, only I was my fault.
I did what Vincenzo did. I went to the window at SM Novello in Florence, and the clerk changed them for me despite the fact that his English and my Italian were equally rudimentary.<<<

Years ago the fares and change rules were not the same as current fare rules. Did you book through the Italiarail website and not Trenitalia like the OP is asking about?

lowcountrycarol

I have not had time to read all the above but is any of the confusion caused by the way Europeans write dates?

6/7/13 is the sixth of July as they put the day first unlike in the US where we put the month first.

caroline65

Ok thank you everyone! In Aust we write the date the same way as in Europe. So what do I do? I have emailed italiarail again to question the difference in confirmation order and tickets.Kybourbon, when you say ticket desks do you mean train stations in Italy?If I don't get response I want from Italiarail,should I wait until I get to Italy and see if I can change date of travel then. My husband can speak Italian or will the fares be sky high?

kybourbon

No. I think your ticket has to be changed before the train departs which is June 6. Will you be in Italy by June 6 so you can go to a train station and change the ticket?

Above I copied Trenitalia's English version of ticket change from their website. The Italian version has a bit more detail (translated by Google):

***Change reservation

You can once from the day of issue until the booked train's departure, only at the ticket or the travel agency where you purchased the ticket (excluding web agencies), consistent with the opening hours of the same, and on this website only for tickets purchased on www.trenitalia.com (excluding travel including at least one international train). For tickets purchased on www.fsitaliane.it change can only be made at the ticket office, using the technical procedures required for the change ticket. For tickets that require the withdrawal at the self is necessary to withdraw the paper ticket and then contact the ticket office. E 'can only change the date or time of departure with the same category of train or service purchased by paying a right to change (the difference compared to the corresponding Base price integer). The new ticket (called "Economy ticket exchange") maintains the characteristics of the economy ticket.***

Had you registered on Trenitalia and purchased, you could log into your purchase and change the date/time. It does bump you up to regular fare to change the economy fare. I don't know what you paid for your ticket, but regular base price for Verona/Milan is 21.50€.

You might have other problems changing Milan/Como if you booked an EC train which is an international train to Switzerland. It might have different change rules.

If you don't get any resolution with Italiarail, then follow their directions for forms with Trenitalia for a change (pretty sure you can't get a refund) and expect to pay the base fare difference. Base fare for the EC train Milan/Como is 13€.

Did Italiarail e-mail a form to you?

caroline65

Yes Italiarail emailed me a form for request of refund. No we won't be in Italy until 18th June.I paid $182 aust dollars. I think italiarail might be a US based company which may explain the reversal of dates!Just got an email from Italiarail. They say dates are written in American way so I have tickets for 7th June.Bummer! It's very strange as We're not even in country on that date and we're not travelling anywhere else on that date , and the purchasing date you choose is a click on calendar!

emmasmom1

I have had the exact same problem. I noticed that when you purchase the tickets and enter your credit card, the system forwards the date of travel by 1 day. Unfortunately this is still an unresolved issue for me. I can't seem to change the date on their website and need to buy. 3 more tickets for the same trip, with all seats together. I have emailed and left messages to everyone including having my credit card company call as well with no resolution. I am actually thinking of calling my 59 euro a wash and starting over. If I can figure out the solution I will let you know! FYI - if buying more tickets, you may want to click on the date 1 day prior to your actual date to ge the right day. Good luck and please let us know if this works out for you!

kybourbon

>>>emmasmom1 on May 19, 13 at 9:15am
I have had the exact same problem. I noticed that when you purchase the tickets and enter your credit card, the system forwards the date of travel by 1 day.<<<

What website are you using? The OP was talking about a website called Italiarail. Are you talking about that website?

Reading54

>>>emmasmom1 on May 19, 13 at 9:15am
FYI - if buying more tickets, you may want to click on the date 1 day prior to your actual date to ge the right day. <<<

Bad advice to input a wrong date and hoping the faulty software may churn out the date you wanted. Two wrongs don't always make it right.

If a site has an un-reliable software design, bring your business elsewhere.

ItaliaRail

Caroline65,

I am the owner of ItaliaRail - I am sorry about the issue you experienced.

We have had this happen a few times this year and it seems to occur when the traveler enters a departure time in the evening - if there are no trains left in the day then the system defaults to offer the next available trains (in this case the next day).

It is clear that this has caused confusion to some customers and we are taking steps to address it.

I have informed our customer service people to expedite these cases for reimbursements - if you are still waiting for an answer from us please send an email and reference that Mike Fuller the owner suggested you write back to enquire about your case and to please check with me to facilitate the solution.

I hope you have/had a great trip and again - sorry for the problem.

Mike Fuller
President
ItaliaRail

caroline65

Dear Mike, thank you so much for your reply. I have emailed people at your company but they have said it has to go through trenitalia and I'm still waiting for them to reply. They did warn me it can take up to 3 months for them to respond.

mmmooommm

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