Did your trip suffer a delay of over 60 minutes, and you were unable to use alternative transport services? You can choose between two immediate options:

1- Full refund of the validated ticket: If your journey was interrupted, preventing you from reaching your destination, you can avail of the right to a total refund of the ticket, for both the uncompleted and completed parts of the journey. Additionally, you will be offered the possibility of being returned to your point of departure as soon as possible.

2- Continue the journey to the final destination: If you decide to continue your journey and reach your original destination, you may do so as soon as possible, even through alternative transport services.

However, we remind you that the ticket is not refundable if you were informed of the delay before validating the travel ticket.

Even if you choose option 2, you are still entitled to compensation determined as follows:

1) 25% of the ticket price for delays between 60 and 119 minutes;

2) 50% of the ticket price for delays equal to or greater than 120 minutes.

Refunds are not provided for amounts less than 4 euros or for bus journeys shorter than 250km.

Subscriptions are non-refundable. However, compensation is recognized for each month in which more than 10% of scheduled trains are delayed by more than 15 minutes or are canceled. In this case, the compensation is 10% of the monthly subscription or 1/12 of 10% of the annual subscription.

The simplest and fastest way to request a refund is to fill out the online form you will find below within 90 days. After submitting your request, we will send you a receipt via email to confirm that your registration in our systems has been processed correctly. The receipt will also include the unique number assigned to your report.

As an alternative to the online form, to request a refund, always within 90 days, you can visit in person the Cotral headquarters at Via Bernardino Alimena 105, Rome, or submit the refund request via registered mail addressed to: Cotral Spa | Customer Service – Via Bernardino Alimena 105, 00173 Rome. In the registered letter, you must attach the form in PDF format with all your details filled in. If you are unable to print the form, you can pick up a paper copy available at the Metromare station of Porta San Paolo and the Roma-Viterbo Flaminio Station.

It is also possible to send a request for a refund or compensation without using the paper form, it is important that the following are indicated:

– identifying references of the passenger (name, surname, contact) or of any representative, attaching in such cases the delegation and an identity document of the client;
– identifying references of the journey made or planned (date, departure time, origin, and destination) and a copy of the travel ticket;
– the train number (if known) and a copy of the validated travel ticket;
a description of the service disruption experienced.

For inconveniences suffered from July 1, 2022, to June 30, 2023, the terms for submitting requests for refunds or compensation are reopened. The request for a refund or compensation can be submitted in both Italian and English, but for the request to be successful, remember that it must be sent within and not beyond 90 days from the date the service disruption occurred.

In the case where a ride indicated as accessible to the disabled is conducted with an inaccessible train, or replaced with an inaccessible bus, in addition to the ticket refund, the customer is entitled to compensation of 20 €.

We strive to do our best for our passengers and provide all the support they need. Within 30 days, you will receive a response to your complaint. If this does not occur, you are entitled to automatic compensation.

The amount will be transferred via bank transfer and calculated as follows: for a delay between 91 and 120 days, compensation equivalent to 10% of the ticket cost needed to cover the leg of the journey subject to the complaint. For subscriptions, the ticket cost will be calculated by dividing the price of the monthly subscription by 52 trips and the annual subscription by 624 trips. For a delay exceeding 120 days, compensation equivalent to 20% of the ticket cost needed to cover the leg of the journey subject to the complaint.

For subscriptions, the ticket cost will be calculated by dividing the price of the monthly subscription by 52 trips and the annual subscription by 624 trips. No compensation will be provided if the compensable amount is less than 4 euros, the complaint submitted does not contain all the minimum necessary information, or if compensation has already been paid for a complaint regarding the same journey.

If your refund request is denied, you can file a complaint with the Conciliation Chamber of the Lazio Region, established by Regional Law of March 7, 2016, n. 1 and subsequent amendments.
You can also submit a conciliation request to the Transport Regulation Authority via the ConciliaWeb tool, or file a second-instance complaint with the Transport Regulation Authority (ART) through the Electronic Complaints Acquisition System (SiTe), or by sending the appropriate Complaint Form to Via Nizza 230, 10126 Turin, or by sending a PEC (Certified Email) to pec@pec.autorita-trasporti.it.