Under the commitments, the company will remove the requirement for prior confirmation of the decision not to travel and enhance the existing channels for refund requests. In addition, it will create a dedicated section on its website providing key information in the event of disruptions affecting rail services.

The Italian Competition Authority has closed with commitments an investigation into Trenitalia's refund policy launched in December 2025. The proceedings concerned the company's alleged practice of hindering passengers' right to a full refund of the ticket price when they decide not to travel because it is reasonably foreseeable that the train will arrive at its final destination with a delay of 60 minutes or more, whether due to a delayed departure, a missed connection, or the cancellation of a service. In particular, to obtain a full refund, Trenitalia imposed on passengers a disproportionate requirement that is not provided for by the rules on rail passengers' rights: passengers had to obtain formal confirmation of their decision not to travel by contacting the company's call center or a station ticket office shortly before the disruption.

The Authority has closed the investigation without a finding of infringement and has made the commitments submitted by Trenitalia binding, as they are deemed sufficient to address the issues raised. The company committed to remove the requirement for passengers to obtain the mentioned formal confirmation for any refund request, and to enhance the existing channels through which refund requests can be submitted. In addition, Trenitalia will create a dedicated section on its website providing passengers with key information in the event of disruptions affecting rail services. Within three months, Trenitalia must report to the Authority on the measures it has taken to implement the commitments.

Rome, 30 July 2026

Text of the decision

Text of the commitments