Refund or compensation request form
Carta Freccia Code

Are you a Cartafreccia member? Please enter your membership code.

Required Personal Data
Optional Personal Data

For the processing of personal data as indicated in Paragraph III - “Purpose of Data Processing”:
I consent to the use of my telephone number for the purpose of improving the management and processing of my refund request in case of communication difficulties and/or to speed up response times.

  I consent     I do not consent

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.

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, which will be used in the overall management and processing of a refund request, Trenitalia S.p.A. kindly asks you to carefully read the policy regarding personal data protection.

I. Data Controller and DPO
In this section we indicate our contact persons

Data Controller: Trenitalia S.p.A., represented by the Chief Executive Officer, pro-tempore, can be contacted at:, with registered office in Piazza della Croce Rossa 1, - Rome.
DPO: Contact details for the Data Protection Officer (DPO):

II. Types of personal data
In this section, we indicate the types of data we request

Data acquired directly from the data subject: CartaFreccia code, name, surname, date of birth, email address, address, telephone contacts, bank details, credit card number
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 electronic and paper-based formats in order to guarantee suitable measures of security and privacy.

III. Purpose of Data Processing
In this section, we indicate the purpose for processing your data

a. Processing of refund request; Nature of provision of personal data (Mandatory); Legal base (Contractual)
b. To improve the management of refund requests in case of communication difficulties and/or to speed up response times; Nature of provision of personal data (Optional); Legal basis (Consent)

Provision of the data necessary to carry out the purposes referred to in point a) is “mandatory” and any refusal could make it impossible for Trenitalia S.p.A. to process the refund request.
Provision of the data necessary to carry out the purposes referred to in point b) is “optional”; therefore, failure to provide the aforementioned data will solely result in making it impossible for Trenitalia to improve its management of the refund request in case of communication difficulties and/or to speed up its response times.

Any consent given may be freely withdrawn at any time, without prejudice to the lawfulness of the processing of data carried out prior to withdrawal. Withdrawal of consent can be communicated to the Data Manager at the following email address:, or by contacting the Data Protection Officer at:

IV. Data recipients
In this section, we indicate who will process your data and to whom your data will be communicated

In order to achieve the aforementioned purposes, your personal data will be processed by the following parties:

Parties attributable to Trenitalia S.p.A.:

• Persons authorised to process data (Trenitalia S.p.A. employees)
• IT Services companies
• Other companies from the FS Group

Parties not directly attributable to Trenitalia S.p.A.:

• Third parties, should this be deemed necessary due to the nature of the event concerning the refund request
• Judicial authorities
• Law enforcement authorities

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 precisely regulates the processing of data entrusted to them and the obligations regarding data protection; your data will never be disclosed to third parties.
An updated list of data recipients is available by contacting the Data Manager at:, or by contacting the Data Protection Officer at:

V. Data retention
In this section, we indicate the length of time your data will be stored

The personal data that you have provided us with will be stored for:

Purposes which make the provision of data mandatory: 10 years from when the refund procedure has been completed

Purposes for which data provision is optional: 24 months from the acquisition of the data

Except in the case of extended retention for the following purposes: archiving in the public interest, scientific or historical research, statistical purposes or for technical reasons (e.g. operational continuity).

VI. Rights of Data Subjects
In this section, we indicate the rights you are guaranteed

EU Regulation 2016/679 (Articles 15 to 23) grants data subjects the option to exercise 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, rectification, deletion, limitation, opposition and portability of your personal data. In addition, you may lodge a complaint with the Supervisory Authority, which, in Italy, is the Data Protection Authority.
You may request to exercise your rights from Trenitalia S.p.A at any time by contacting the following email address: or by contacting the Data Protection Officer at:

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