ItaliaRail

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

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!