We would like to remind you that in the event of cancelling a trip due to
traveller's needs prior to the train's departure, for ticketless refunds can only be
requested using the specific automatic refund function that can be activated by calling
up the ticket from the "My trips" link in the reserved area.
It is not possible to request refunds for regional tickets using this form. Please refer
to the Transport Terms applied to Regional trains for more information.
We would like to inform you that reports and/or requests for assistance regarding the
Cartafreccia programme must be sent in the dedicated section
"support for members".
Any reports entered using the form below will not be followed up.
Enter your details here (filling in the fields with an asterisk * is required).
Personal Data Protection Policy
(Pursuant to Art. 13 of European Regulation no. 679/2016)
Before acquiring your personal data for requests for overall handling of the refund, Trenitalia S.p.A. asks you
to read carefully the policy regarding personal data protection.
I. Data Controller and DPO
In this section, we indicate our points of reference
• Data Controller: Trenitalia S.p.A., with registered office in Piazza della Croce Rossa 1, Rome,
and represented by the CEO pro-tempore, can be contacted at email@example.com.
• DPO: Contact information for Data Protection Officer (DPO): firstname.lastname@example.org.
II. Types of personal data
In this section, we indicate the types of data we request
• Data acquired directly from the interested party:
CartaFreccia code, first and last name, e-mail, address, telephone numbers.
• Data acquired automatically while browsing:
IP address, type of browser used, ISP, operating system, domain name and addresses of web sites.
The aforementioned data will be processed using computer and paper media in order to guarantee
suitable measures of security and privacy.
III. Purpose of Data Processing
In this section, we indicate the purpose of the processing carried out on your data
a. Handling of refund file; Provision of data (Mandatory); Legal base (Contractual)
b. Improving refund handling in the case of communication difficulties and/or for
speeding up response times; Provision of data (Optional); Legal base (Consent)
Provision of the data necessary for pursuit of the purposes provided in point a) is “mandatory” and any
refusal could make it impossible for Trenitalia S.p.A. to handle the refund request.
Provision of the data necessary for pursuit of the purposes referred to in point b) is “optional”,
therefore non-provision will only result in the impossibility of improving handling of the refund
request and/or speeding up response times.
Any consent given may be freely withdrawn at any time, without prejudice to the lawfulness of the
processing carried out before withdrawal. Consent can be withdrawn by contacting the Data Manager
at email@example.com, or by contacting the Data Protection Officer at firstname.lastname@example.org.
IV. Recipients of data
In this section, we indicate who will process your data and to whom they will be communicated
For pursuit of the aforementioned purposes, personal data will be processed by the following:
Parties attributable to Trenitalia S.p.A.:
• Ferservizi S.p.A.
• FSI S.p.A.
• Almaviva S.p.A.
Parties not directly attributable to Trenitalia S.p.A.:
• Third parties if this becomes necessary due to the nature of the event that is the subject of the refund request
Your data will only be processed by parties expressly authorised by Trenitalia S.p.A. or by companies acting
as Data Processors, on behalf of Trenitalia S.p.A., and which have signed a specific contract that specifically
regulates the processing entrusted to them and the obligations regarding data protection;
your data, will never be disseminated.
The updated list of the recipients of data is available by contacting the Data Manager at email@example.com,
or by contacting the Data Protection Officer at firstname.lastname@example.org.
V. Data retention
In this section, we indicate how long we will retain your data
The personal data that you have provided us will be retained for:
Purposes that make its provision mandatory: 10 years from acquisition of data
Purposes that make its provision optional: 24 months from acquisition of data
Except in the case of further retention for the following purposes: archival in the public interest,
scientific or historical research, statistical purposes of for technical reasons (e.g. operational continuity).
VI. Rights of the interested parties
In this section, we indicate the rights we guarantee
EU Regulation 2016/679 (Articles 15 to 23) grants the interested parties the exercise of specific rights.
In particular, in relation to the processing of your personal data, you have the right to ask Trenitalia S.p.A.
for access, correction, rectification, restriction, opposition and portability. In addition, you may lodge a
complaint to the Supervisory Authority, which in Italy is the Data Protection Authority.
At any time, you may request exercise of your rights from Trenitalia S.p.A. which can be contacted at
email@example.com or by contacting the Data Protection Officer at firstname.lastname@example.org.