Trenitalia Website Problems
 

I'm having a great deal of trouble with the TrenItalia website. I booked and paid for one set of tickets with no problem, but I could only do two (DuePerUno), and I need two more on the same train. I then booked those and went to pay for them and the system said my card was denied. It did this twice. Three times and they will lock the account. I then used Postoclick to reserve for 24 hours without paying and tried again the next day. Same problem. I tried another time with a different card, and same problem I've tried sending TrenItalia a fax but no answer.

My credit card company said that they did not deny any charges. It must be a problem with TrenItalia. At this point, I'm making the reservations with Postoclick on a day to day basis. Any ideas would be much appreciated. Thanks! -John

Hi JG,

A. Open another Trnitalia account and use the same CC.

B. Use a different CC.

C. Keep trying.

((I))

I know how frustrating that web site can be, and I've had the same problems.

Ira gave you good advice. The only thing I can add is to ask you if you have a CitiBank credit card. CitiBank offers a Virtual Account Number program on their web site.

I won't go into the logistics right now, if you don't have a CitiBank c.c.
However, if you do, please let me know, and I'll help you out.

Trenitalia has liked the Virtual Account number for the past two years I've used it(as though it's a person, duh!), but you get my meaning. The process sllows the bank to insert the c.c. information directly, not you.

Let's see these type of snafus have been reported now for several years by scores and scores of complainers

why can't Treinitalia get it straight - no way to run a railroad!

I think there could be a cottage industry of someone who books tickets for folks on trenitalia.com and gets a modest service fee for saving folks what seems like immense aggravation many times.

Hey PQ,

>why can't Treinitalia get it straight - no way to run a railroad!

Because it's trenITALIA. :)

((I))

Thanks all. As an update, though the Mastercard people had no record of anything, the Amex people did (called them after my first post). They said there was a block on the account due to possible fraud. The only thing I can think of is that the TrenItalia site for no reason I can think of has my last name as both my last and middle name. While I specified a name on the ticket on the one that went through, I did not on the new ones. So that extra name may have had something to do with it. Anyway, supposedly Amex has cleared the problem on their end. So I'm waiting until tomorrow when hopefully I'll have another three tries and see what happens.

FYI, the 10:30 Florence-Venice ES* train on May 26 (a Sat) appears to have very few seats left in 1st Cl. (where all my weekday trains seem to be empty). So don't wait to book this one.

Credit card companies may and have in my case automatically blocked foreign transactions unless you contact them first and inform then what countries you are going to.

Oh, this sounds SO familiar! I tried and tried last month prior to our trip to Italy, hoping to get 4 tickets at the due per uno promo rate for Rome-Naples. We had planned to visit Pompeii. I could pull up the first two, but couldn't get the other two.
So I waited until we got there, went to the train station and the clerk could only give me two for the promotional rate. The other two would be at normal fare, so I decided against it. We went to Ostia Antica instead!
We tried to gracefully suggest to the clerk that my husband could buy one set of tickets, and I could purchase the second set, making it two different purchases. But no go. The clerk was really gruff and offered no explanation.

I still don't think I understand the logic behind any of it, but it so ticked us off we just said to heck with it. Keep your tickets!

JGraham, you mention the train you want is almost full. How can you tell that? Thanks!

Mary09, I can't really tell in the sense of a seat map of an airline, but the system seems to assign seats on a consistent basis. On our other trains, if we ask for a window seat in 1st class, we consistently get assigned car 4, Seats 53,54,55,56 or (63.. or 43..). I check every once and a while to make sure the train is not filling up.

On the Venice train, however, we are already to car 2 if I ask for a window without specifying a car, in row 1 or 2, and the seats assigned are often things like 21,22, 23, 25 (which are still basically next to each other if I understand the numbering system).

If I specify car 4 or car 3, I get assigned seats that are not even in the same rows. This indicates to me, not necessarily that the train is getting full, but that there are many bookings on this train compared to other trains (at least in first class) which makes it much harder to find four seats together. This is what I meant and should have stated.

Most people will advise that you don't need to prebook these trains by more than a few days, and that certainly seems true of our other routes (Friday Rome to Sorrento, and Moday Naples-Florence), but for this particular train, if we want to sit together in first class, it really looks like we need to book now. Perhaps there is a tour group or something, or their are less 1st class cars on this train. Perhaps it is just a spring weekend when Florencians(?) like to travel to Venice. I just thought I should let people know.

Thanks, J, that is great information! My sister and I will be going from Florence to Naples on a Thursday in May. I had planned to buy tickets ahead of time online, since there is only 1 non-stop from Florence in the morning that day. In your experience do you think 1st class is necessary?

Mary, I have no experience with Italian trains at all. Reading many links on this site, the reviews are mixed, but it is clear that on the ES* trains both classes are decent, at least. From what I can gather, you get 3 across instead of 4 across and more room for luggage in 1st, the AC is somewhat more likely to work, and you are more likely to be seated next to businessmen and American tourists than locals. There seems slightly more reason to book 1st on IC (Intercity) trains.

The difference in cost between 2nd and 1st class is not all that much, and we will have a decent amount of luggage that we want to keep an eye on, so we kept in 1st.

BTW, I was able to pay for my tickets this morning with AMEX after I called them and got them to clear it to go through. I think somehow when I registered, I put my first and last name as my first name, and then my last name as my last name, which may have resulted in the charge being bumped. There is a small blue place to click near the bottom of the purchase screen that lets you type in a name, which I did not do for these tickets the first time, and that may have been the issue. I really don't know.

Also, I played around with the site a bit, and while I'm pretty sure the Venice train is booked more than the others, I did find that if you put Window seat and specify a Car number without a set number, you can get some really odd results. Better to specify a car and seat number directly (I belive seats 3 and 5 are windows on the 4 seat side, and 1 and 2 are windows on the 2 seat side).

Lastly, for anyone who has not noticed, Trenitalia has changed there site. If you go to www.trenitalia.com (or .it), you now come to a page in Italian which is some sort combined page with another site. There is no link for an english page. About 1/2 down on the left side you will see "Trenitalia" in red. There is a link near by reading something like "Val a Sito>>" (very small, can't read). Just click on that to go to the old Trenitalia site where on the right side there is an "English" button to press.

Today marks Day 3 for me trying to purchase Trenitalia tickets online. I keep getting the payment denied message. I've tried 3 different credit cards (all Mastercard) and all of the CC companies say they have not blocked the transaction. I've bought from Trenitalia before but it was in 2004 and 2005. I'm going to keep trying for about a week before trying to call.

TexasAggie, let us know if it works out. I am going to try and purchase my tickets in a few days...and I'm an Aggie, too! :)

Hi Mary,
I'll post back and keep you updated. I've purchased in the past and haven't had many issues so I'm a little surprised at 3 straight days of problems now. I've only been trying Mastercards though. I may call my Mom and see if her Visa works.
Good Luck with your purchase!
-Jill (class of 2002)

TexasAggie,

If you have a CitiCard Mastercard, you may want to log onto their web site and get yourself a Virtual Account Number set up.

This is the only way I have been able to purchase tickets on the Trenitalia web site for the past two years. The bank inserts the information about your "virtual number." You do not enter any info manually.

Apparently the Trenitalia web site really "likes" this program, because I have had success with every leg of my trip this coming May.

Thanks for the tip, i_am_cane.
I'll try that this evening!

TexasAggie,

Were you successful?

I have still not been able to complete the purchase, even with the Citi card auto fill. I haven't tried yet today. I'm pretty close to giving up and just purchasing the tickets upon arrival in Rome.

Jill, sorry it isn't working! If you don't mind paying a fee of about $20 (I think), Context Rome will book any train tickets you need and have them waiting for you at your hotel. Here is the link (http://rome.contexttravel.com/cart/getaround.php), or just go to the Context Rome home page and click on "Transportation" on the left hand column.

If I can't get my card to work I may use this service - I hate to spend the money but it may be worth the peace of mind to know we have seats!

Mary (Class of 2000!)

TexasAggie,

Oh, how discouraging!

Hi TA,

Have you tried opening a Yahoo or hotmail email account and using that.

>I'm pretty close to giving up and just purchasing the tickets upon arrival in Rome. <

That won't be difficult.

((I))

Hi everyone,

I've opened 3 new Trenitalia accounts and I've now used several credit cards (but all Mastercards). I've tried the Citi autofill as well. Still no luck. What seems so strange is that I have successfully purchased Trenitalia tickets online before, in 2004 and 2005. I've also just bought them at the self-service machines at the train station (2002 and 2003) so that is what it looks like we'll probably do. We don't have a completely rigid schedule, so as long as we can get on a train from Rome to Naples (and vice versa) any time on our travel days, we'll be fine. Thank you again for the suggestions. I'll keep trying up until we leave next month and report back if I'm ever successful!

There is something wrong with their reservation system. I even tried using an agent website and it will not accept reservations. It will tell me to select another Itinerary.

Hmmm... well that makes my attempts over the past several days make a little more sense. Hopefully the system will get back up and running soon.

I have been having the same sort of problems as TexasAggie with Trenitalia and found this Fodor thread very helpful. It was nice to know I wasn't alone! I thought you might like to know that I was able to complete the purchase with my Visa. I had tried several times with my Mastercard and the card company assured me the problem was with Trenitalia.

Good Luck!!

Guys, I suggest you try Amex. I had tried both MC and Amex and could not purchase. MC advised that they had not blocked it. Amex advised that they had blocked it as potential fraud. They put me to an account specialist, who set it up so that the transaction would go through, and it went through fine for two purchases. Also, make sure the name on the ticket matches the name on the credit card (first and last name, anyway). Do this by choosing "name of person travelling" on the very bottom of the screen where you pick your fare and class and seat type. Just enter the name on the credit card. I don't know if this was the problem for me or not, but it always worked when I did this once I got the fraud note cleared and once before.

I've also been having problems with registering at Trenitalia. Have used two different email addresses but never received the password that Trenitalia claims they send out. Has anyone had similar problems or know how to resolve this? Grazie, grazie

yah lots and lots of Fodorites report similar poblems - no way to run a railway or a railway web site. Persevere seems to be the advice and keep asking helpful Fodorites like Ira that seem to be able to advise you how to navigate the site successfuly/

Not sure if you have seen this but sardog10 posted it on another thread - it is a seating shart of the ES trains, SO helpful!

http://downloads.raileurope.com/pdf/...escription.pdf

I'm so excited to report that I have finally succeeded in booking our train reservations at trenitalia. once I created a new email account at Yahoo the actually received a password after registering at the site. I did encounter the problem of have two different credit cards denied. So today I called the 1-800 number of a new Visa CC and told them that I needed to purchase these tickets from an Italian website and would they please make sure the transactions would go through. The person I spoke with told me that my two "card denied" experiences were likely due to security not allowing those purchases be they raised a fraud alert alarm. So when I went back to try the new Visa card tonight (this morning!) everything went through smoothly. This "feat" took several days to accomplish. I'm wondering if the problem I had with registration was because my email addresses ended with .net. Because once I gave my Yahoo address that ended with .com, everything proceeded quickly and easily. Also, I think it made a big difference to call the credit card company first. I'm so happy I could scream! and definitely breathe a sigh of relief. That's one of the last major reservations I needed to make for our Italy trip; we leave on May 19. Hope this helps any other of you who are having problems with the Trenitalia site. I'm glad to be able to give something back.

one more thing about seats. I left those boxes blank and Trenitalia assigned seats that were next to each other (or opposite for our party of 3). Good luck to who are working through this process, and thanks to all posters who help me get through it. O happy day!

That's great news, kk! So glad you were able to buy your tickets. I also successfully purchased mine on Friday. The only thing that surprised me was the "Verified by Visa" site that came up as soon as I tried to complete the transaction. I hadn't seen that discussed on a Fodor's thread so I called my credit card company 1-800 number to make sure it was legitimate. They said yes, so I typed in the information requested (last 4 digits of SSN, etc) and then the trenitalia site same back up confirming my purchase. I assume the "Verified by Visa" was created so that purchases could be made on websites that would usually raise the fraud flag. So anyway, mu purchase went through on the first try! Thanks to everyone for all your help.

I am having problems similar to everyone else who has reported Mastercard problems. I have called the company, and they say they have not denied any payments etc.

I want to try other cards now, BUT I only have one card that is linked to my parents' account (I am 18), and all the visa and amex cards are in their names only. If I buy a ticket for an overnight train from Venice to Nice with their card, will I have trouble picking up my tickets? DO they require the person whose name is on the credit card to pick up the tickets?

If so, does anyone have any other suggestions for how I can get around this? I only want to use an agency as a last resort. Thanks in advance, everyone!

Hi UNC. While the only experience I have with the site is the one transaction I completed last week, I do not think using a credit card with another name will be a problem if you use the ticketless itinerary option. The ticket confirmation for my sister and I appeared as 2 people under the name I used to register on the site. In other words, I don't think the site pulls the ticket name from the credit card, I believe it pulls it from your online profile register name. Again, this is the ticketless option, where you will not pick up any tickets. Rather you will print out the confirmation you receive after your purchase is completed, and bring that confirmation with you on the train. Hope this helps.

Hi UNC,

As Mary says, you will get an email confirmation with your name on it. That and your passport are all you need.

Try using the same card once or twice more.

Also try opening another email accoount and using that.

((I))

I was finally able to purchase our tickets online today using our Credit Union Visa card. My guess is that there is some hitch with Mastercards, as I tried 3 and was never able to get any of them to work. Good luck to everyone else having trouble!!

Thank you for the help everyone - but where are you seeing this ticketless option?

Here is exactly what I have done to try to buy tickets:

Went to www.trenitalia.com, used the little boxes for dates and locations etc. that are on the main screen to search for my tickets (and clicked on "international" before submitting my query).

I was then given a few options for different trains and clicked on the icon in the "buy/acquista" column for the train I wanted.

This brought me to a page where I filled out the class, number of guys/girls, smokers/nonsmokers, youths/adults, etc.I then clicked on "avanti/next".

Then on the next page i get to pick between the full, youth, and smart fares. I chose smart, but before doing so I had to pick a way to get tickets. two of the three options involved mailing the tickets to an address in Italy. They third one was picking up tickets at a major station once in Italy.

After choosing the pickup option I always get to that bank transaction that never seems to work with the mastercard in my name.

Where in this process am I overlooking the ticketless option that sounds so promising?

Thanks for your help!

HI UNC,

What train are you taking?

On what date?

((I))

I am looking to take the 22:52 Night Train from Venice S. Lucia to Nice on July 12(arrival the next morning around (9:45 in Nice).