Alert: trip.com refuses refund on cancelled Italo train tickets

yulita11

I had train tickets booked from Milan to Venice, and from Venice to Verona on trip.com. Italo (Italian train operator) cancelled the whole line in August due to repairs. Not only trip.com didn't inform me of this, they also failed to refund me, sending me to Italo website.

Resolver.com is absolutely useless, I just get automatic notifications from trip.com "this email is not monitored" so I filed my travel insurance claim instead.

Just making people aware: do not think that trip.com will refund you in case of cancellation. They won't!

Grumpy_chap

yulita11 said:

I had train tickets booked from Milan to Venice, and from Venice to Verona on trip.com. Italo (Italian train operator) cancelled the whole line in August due to repairs. Not only trip.com didn't inform me of this, they also failed to refund me, sending me to Italo website.

Resolver.com is absolutely useless, I just get automatic notifications from trip.com "this email is not monitored" so I filed my travel insurance claim instead.

Just making people aware: do not think that trip.com will refund you in case of cancellation. They won't!

The track might be closed, but what train diversion route (or bus replacement) was in place?

heatherw_01

To be fair, they don't have to notify you about your train not running (from what I know). You are supposed to do that yourself. They are just a ticket reseller.

You may have to claim the refund from the train operator, which could by why they sent you to their site.

This is the claim form for Italo
https://www.italotreno.com/en/support-contacts/claim

This is the trip.com italy help page
https://uk.trip.com/trains/italy/travel-guide/

yulita11

There was no replacement. We took the alternative (Flixbus) which was more expensive on the day but hey, it got us there.
It's just annoying how travel platforms are not responsible for refunds and leave you out of pocket.