Italo Treno Reviews 

Horrible and arrogant service. They cancelled my trainline and informed me by mail. I wanted to get a refund, but the number they provided was giving me only some prerecorded message in Italian. I don't speak Italian.
It was not possible to make a reply to the mail. So I was stuck. Never got a refund, never got a ride.

Sempre in ritardo, viaggi spostati all'ultimo

The employees of Italo in first class our thefts. They went in my suitcase and stole my jewelry bag right out of my suitcase. Beware of employees with a back pack. It is inhouse.

100 minutes delay from Florence to Rome!Never again with them!Worst company ever!

Travelled twice in a week using Italo (Naples - Rome, Rome - Florence) and couldn't have had a better time. We sat in Smart (essentially 2nd) class as both trips were around an hour at a time, and had legroom, plugs for the seats, and definitely enough space for luggage. Both services were right on time also. Of course some experiences will differ, and I can imagine the stress that may come from feeling stranded and unable to accurately converse with staff about cancellations or delays should they arise, but some people seem to expect the world from what is a low-cost, HST provider...

I don't know why people are rating this train so bad...we traveled Rome and Venice back and forth first class for ten euros more and had a great service with a little snack and something to drink twice in 4 hours. Good price and confortable seat. Thank you Italo for making that trip perfect 👍

We fonte speak italiano. We bought ticket in internet. We read thatsmall dogs are transported free.
In the train the officer ask me to play 90€ because the dog was nota in a box.
He show me a paper where os written that.
He is right. In the morning we ussed Dame train and the men Said nothing.
We are tourist propõe why do. T explain that instead of passes a Bill?

My cousins and I were vacationing in Rome from the United States and wanted to visit as many places by train as we could during the 8 days we were there. The Rome train station was very confusing and intimidating to us, but we were so thankful that we found Simona. She was so kind and helpful and walked us through everything, also giving us tips for future train rides. Her customer service went above and beyond and was by far the best experience we had in Italy. She made everything easy and stress free just like a vacation should be.

Sudden change of seats in 1st class - had to rework my luggage, traveling with a senior. Got an email 30 minutes before that the staff played seat roulette.

What’s the point of reserving seats when they change it suddenly?

Ticket control lady argues with me that I received the info a day before which is a false statement. I showed her the email, then she confirmed other people had reported same.

Complete bonkers management.

On Saturday May 6th I got on train 8111 from Florence going to Naples leaving at 8:45 and getting in at 11:45. About 30 minutes later the train stopped and we were notified of 30-40-50 minute delays. We didn't know what was going on. They finally let us off the train to get fresh air & I followed some people to get some water. The concession stand was on the other side of the tracks. While there I saw everyone going back on the train & I ran back. Hopped on & found out I got on the wrong train. Being an older female American, traveling solo, I got scared because I left everything on my train. The train captain called the captain of the other train & it was arranged to meet at Rome Termini for me to get my stuff. The handsome captain escorted me to the other train captain who was holding on to my luggage, etc. & then got me a taxi. I never made it to Naples where I had a driver waiting for me at 12 noon to take me to Sorrento. Sorrento was the final stop of my 12-day trip. The delays were so long I didn't get to Rome until 2:00 and Naples was an hour or so more to go. I'm just grateful for the captain's kindness and patience as I was a nutcase that day. I'm writing to say thank you for all you did for me (in case they are reading this).

After the Saturday 6th May caos at Termini station I checked online on Italo and termini station to verify our departure Sunday 7th at 11:05. We arrived at the station at 10:05 and our train was still not showing. I was travelling with my elderly mother (79 years) and I sat her down at a coffee bar and bought her something. By 10:40 I checked the board again and saw our train had been cancelled. I waited in line at Italo office just to be told that all trains were all full and we could only travel at 18 something or cancel our trip. That was too late for us as we had to reach Lugano by 19:00. I manage to get, probably the last, 2 tickets seated apart on a frecciarossa for 220€ but that would get us there in time. I tried to ask Italo for my mother to sit in the
Lounge for the extra 2 hour we had to wait but they refused even though we had the return tickets with them in prima classe the very next day.
There are not many, if any, sitting area in termini if not at a bar. Not what I would call good customer service. Barely an apology, now I will have to battle with on online claim to try get my money back and we have lost 110€ in price difference and they can’t even bother to offer a sit to an elderly person… not even if we paid access as we were no longer travelling with them that leg of the journey.

We travelled from Verona to pisciera del Garda. Someone from Italo helped us as we were clueless tourists. We paid 30(!) € one way for 2 adults. On our way back we paid 6.20 for the both of us with trenitalia. Which made a lot more sense for ONE stop and a 10min travel.

We obviously asked the information stop at Italo why we had to pay SO MUCH more and they told us they’re not at fault if we didnt price check. I’m sorry but we’ve never been here before and relied on your help and you absolutely screwed us over. Absolutely unacceptable. Always double check what they’re trying to sell you because obviously they don’t know themselves.

We were travelling from Bologna to Verona and I asked the clerk at the Italo Treno ticket office for tickets. His rude response was: "WE ONLY DO HIGH-SPEED TRAINS!", as if I was not entitled to board such a precious and expensive train. That left a bitter taste in my mouth, and I think it speaks volumes about the RACISM in Italian society. Thumbs down for the Italo Treno staff, no matter the facilities on the trains. As for the racism amongst their staff, it was uncalled for and should be punished severely.

We were traveling and accidentally got on a more expensive train because the staff at Napoli Centrale pointed us in that direction On the train the service agent told us about our incorrect ticket and ignored our questions as we tried to understand our mistake. She simply would not respond and would not look at us. Horrendous service, extremely rude, I cannot recommend this train company (even accidentally).

I don't know what these people's problem is. Being able to travel this cheap with the probably coolest looking high speed train is something most other countries in Europe can only dream of. This is the infrastructure of the future and just how it should be.
+ very convenient booking system with fixed prices

Would give 0 stars if I could. I pre-booked tickets 6 weeks in advance from Florence to Rome. Turned up to the station 30 mins early. Was told by Italo staff that the train has been delayed by 20 mins. I grabbed some coffee and went back to the platform area - bearing in mind that this entire time the train had not displayed on the departure board at all. Spoke to another staff member who said that the train had come and gone. Outrageous - there were no announcements/staff didn't have a clue what was going on. Shame on Italo as they charged us another £40 to get back to Rome even though we had purchased the tickets already so we had to pay twice for the same ticket. Never again. It was my first time in Florence and it was a rubbish end to a nice day. We have filed 2 complaints but not had a response yet. Shame on Italo. Rubbish company.

WE HAVE TO DEAL WITH SHIZZY PEOPLE BECAUSE OF THEIR OPERATIONAL ISSUE.

An Italian family took advantage of their operational issue and took our reserved seats. Instead of showing that they have the same seat reservation from another schedule, they just insisted that they can sit anywhere they want because of the following email.

Gentile XXX,
ti informiamo che, per esigenze di servizio, il tuo treno Italo 9931/9933 del 28/11/2022 avrà una numerazione posti differente da quella originariamente prevista. Una volta a bordo ti preghiamo di accomodarti in un posto a tua scelta, rispettando l’ambiente di viaggio prenotato.
- L'ambiente Club Executive si trova in carrozza 1;
- L'ambiente Prima si trova dalla carrozza 1 alla 3;
- L'ambiente Smart si trova dalla carrozza 4 alla 7.
Il nostro personale rimarrà a tua disposizione per informazioni e assistenza.
Ci scusiamo per il disagio e ti ringraziamo per la comprensione.
---
Dear XXX,
we inform you that, due to operational reasons, you will be travelling on Italo 9931/9933 on 28/11/2022 with a different seat numbering. Once on board, please choose your seat and stay in your original travel class.
-If your reservation is for Club Executive class, please take a seat in coach 1;
-If your reservation is for Prima class, please take a seat from coach 1 to coach 3;
-If your reservation is for Smart class, please take a seat from coach 4 to coach 7.
Please refer to our staff for any information and assistance.
We apologize for the inconvenience and thank you for understanding.

Italo

When I approached the train manager, she told me there was nothing she can do because of the operational issue.

To the Italian family, and if you are reading this, good luck with your children upbringing cause you are a bad role model

To the management of Italo, don't let the consumer bear the consequences of your OPERATIONAL ISSUE.

Aways delayed. Always. Up to 50 minutes. The worst, they don’t let you know in advance.Beside from that ok service.

I am currently on one of your trains from florence to venice. Ticket purchased says coach 4. We boarded coach 4. The caucasian ticket agent came by and did not check most people's ticket. She let my chinese partner sleep in front, she let the two white girls remain without checking their ticket but she decided to specifically check my ticket despite skipping everyone else, I believe because I am brown and do not look first class. She asked me to move because coach 4 is now first class which we did not receive any notification about. The two white girls who we previously spoke to were also coach 4 (non first class) however were not asked to move.

Do not buy tickets from Italo, stick with the regionals. On the date of November 9, I bought a ticket from Milan to Desenzano at 11.35. We waited on the train for more than 40 minutes and announced that the train will delay more and not stop at Brescia and Desenzano, suggesting changing the tickets at the ticket office. The women at the desk were very interesting. They mentioned the next train will be at 12.35 but they were not sure whether they will be able to stop Desenzano, and this is because of an investigation of the lines and they can not do anything. I asked several times, are you sure the other companies are not going as well? So they said they are overbooked for the day but are going to give me a ticket for 19.35 train, I should be thankful according to their opinion. So they changed the ticket to 19.35. But I was skeptical, and stopped by Trenord, they said there is no problem I can go to Desenzano, I bought a ticket for 9.95 euros (whereas Italo was 22.90) and went directly to Desenzano.
So they are more expensive, they do not know what is happing, and they can not communicate true information.
So avoid them.