ItaliaRail (italiarail.com) has a 3.9 out of 5 rating on OK.one, based on 60 user reviews collected here. It is listed under Travel & Vacation and its reputation is mixed. 23% of reviews are 1 star, a relatively high share; The business has replied to 19% of negative reviews; 38 of them were added in the last 12 months. Last updated 2026-08-10.
Italiarail customer service provided excellent service via email. Highly recommend Italiarail. I booked a changeable 1st class ticket and later discovered we likely would not make connection. I emailed and they quickly changed it. We arrived hours early. I booked another ticket to get to Venice early. I emailed customer service from the earlier train and they immediately processed a refund. I wasn't expecting success, but they happily accommodated. This was stellar service.
The booking experience was very clear and simple. I had a question and their customer support got back to me quickly. I would definitely book with ItaliaRail again.
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Maria Shellhart · 10 reviews · Experienced 2026-06-28 ·
★★★★★
Dishonest Company
Purchased a fully refundable train ticket. When I contacted them for a refund, 3 months before departure, I was informed that since the ticket is post departure that they will not give a refund. I attempted to cal and was told the lines are busy and was disconected. Stay away from this company they are dishonset and just want your money.
Just a brilliant company, particularly for English people booking train tickets for Italy
Booking tickets with Italiarail was really easy, particularly if you speak English. There was good availability and the prices were excellent.
Unfortunately on this occasion I had to cancel my trip for personal reasons, so I contacted the customer services team to cancel my tickets and get a refund. My tickets were cancelled and I got a refund agreed without any fuss within 24 hours.
Just a brilliant company all round. I will definitely use them in the future and recommend them to friends and family.
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AC · 1 review · Experienced 2026-06-23 ·
★★★★★
A dishonest company.
Please understand that when you book with ItaliaRail, you are booking with a reseller that has neither the ability nor inclination to help you. Further, when a train is canceled in Italy due to a strike (or whatever else), they will try to deny that it happened, even when presented with direct contrary evidence. A truly disingenuous purveyor of an inflated price product for non-Italian suckers.
Reply from ItaliaRail2026-06-26
Thank you for your feedback.
We take the word 'dishonest' seriously — it is not a characterization we recognise, and it is not one we will simply let stand.
Italiarail is the world's largest seller of Italian train tickets outside of Italy, and has been doing so for over 20 years. Our customers span every nationality and every level of travel experience — and the trust they place in us is something we also take seriously. We have over 70,000 5 star reviews and a Google rating of 4.7 stars.
Despite having to deal with 3 successive train strikes over a 4 week time period, we have successfully resolved thousands of customer queries. Your suggestion that we have 'neither the ability nor the inclination to help' does not reflect the standard thousands of our customers experience every year — but it does tell us we fell short for you, and that matters. As such, it is imperative that we look into your individual case to understand the issue more fully. If you could email me directly at [email protected] with an explanation of the issue, I will investigate personally.
Richard Fuller, VP Traveler Success, ItaliaRail
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Susan Casper · 1 review · Experienced 2026-06-07 ·
★★★★★
I haven’t received a response from my…
I haven’t received a response from my email request to change my train time and the customer service numbers listed do not work. I recommend calling it now to see if it works before you book. I will be more careful in the future of recognizing when it’s a :rd party company and book directly with the train company.
Reply from ItaliaRail2026-06-16
Thank you for your feedback. We sincerely apologize for the delay in responding to your request and understand how frustrating that experience can be when you're trying to make changes to your travel plans.
After reviewing your case, it appears that a member of our Traveler Experience team has since responded to your inquiry. During the period when you contacted us, our team was experiencing an unusually high volume of requests due to circumstances outside of our control (rail strikes and infrastructure disruptions affecting major routes). While this is not an excuse, it did impact our response times, and we regret any inconvenience caused.
We take great pride in the level of service we provide to our customers. In fact, the flexibility and support options we offer exceed those available directly through the train operator themselves, which is one of the reasons we are a preferred seller for North American travelers visiting Italy.
We appreciate your patience and the opportunity to assist with your journey. We hope you have a wonderful trip and enjoy everything Italy has to offer.
Buon viaggio!
E
Edward David Fine · 5 reviews · Verified · Experienced 2026-03-02 ·
Super customer service! I needed to change the time of my train departure I got an email response within 10 minutes confirming the change with the new tickets!
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Sami · 1 review · Verified · Experienced 2026-02-25 ·
★★★★★
Quick & Kind
I e-mailed them for assistance with changing my ticket time, and they were so fast to respond, took care of it right away, and were so polite and quick to answer! Amazing customer service!
We've just spent six weeks traveling throughout Italy using Trenitalia. I was thoroughly impressed. The trains were consistently on time, clean, and comfortable, with professional and courteous staff who made every journey enjoyable. The ticketing and booking system is excellent and easy to use, adding to the convenience of our travel. Grazie Mille
