SGv0_rules_updated_OCT_ 17th_2013 1

Transcription

1 Stargate V0 for medium-long domestic train journeys and regional train journeys INFO sheet Ticket types TIME-FRAME FOR PURCHASING / BOOKING: bookings can be made and tickets issued (for all types of domestic tickets/offers) 4 months in advance (time-frame may be shortened in special cases where there is variation in train circulation, or due to the periodical change to the railway timetable). CANCELLATION: Cancellation may be requested in the event of tickets issued in error using the Ticket-less procedure (without penalty) WITHIN A 2 HOUR PERIOD from the time of issue (and before the scheduled departure time of the train). NIGHT TRAIN TICKETS : it is compulsory to travel in night accommodations (beds and couchettes) provided with ID(Passport or Identity card). As from January 12th, 2011 all the clients holding a ticket valid: - to travel in beds or couchettes on our Trenitalia internal trains or, - to travel in beds or couchettes on international trains from/to Italy, having the wording (on the ticket) valido con documento di identità or valid with ID card and found without a valid ID Card or Passport, will be fined 25 euros and identification procedures will be started up by our staff and by the police. TICKET Features BASE (Basic) Adult Child ( 4-15 years of age) Constitutes the basic train service and It can be bought until train departure Regional trains Child (4-12 years of age)* Fare only for regional trains. Tickets must printed at the self service machines before train departure. Tickets can be used within 2 months from the date of issuing but customers are supposed to validate their ticket immediately before boarding their train, using stamping machines located in the railway stations in Italy. From the moment the ticket is stamped, the journey on the regional train must end within 6 hours, 24 hours or eventual different validities, as specified in the official regulation. SGv0_rules_updated_OCT_ 17th_2013 1

2 Available trains / services Base fare ticket can be bought to travel in 1 st and 2 nd class on all the trains and in the 4 service levels of the Frecciarossa trains. Plus: domestic routes of the international trains. Regional trains Salottino on the Frecciarossa Trains Seating availability Supplement required ** - Entire train Entire train * for more details, please check regional rules ** SGv0_rules_updated_OCT_ 17th_2013 2

3 Booking changes BASE (Basic) Regional train BOOKING CHANGES BOOKING CHANGES* (ONLY at ticket desks, self-service points, or Sottobordo (on the platform) for Frecciarossa and Frecciargento trains IN THE DEPARTURE TRAIN STATION, not through the Call Center) TICKET CHANGES BEFORE departure AFTER departure The change is free: unlimited changes from the day of issue until the departure of the train. ONLY ONCE until 1 HOUR after the departure of the train No Not allowed Not allowed (changes to journey, tariff, number of passengers, etc.) NB: The new conditions will also apply to the tickets issued prior to the present document and to all the types of the tickets covered by the rules of the Base fare *Booking changes may be requested for journeys taken up to 4 months after the date of the first booking change request (time-frame may be shortened in special cases where there is variation in train circulation, or due to the periodical change to the railway timetable). Changes to bookings are only possible for journeys travelled on ONE TRAIN ONLY and must feature the same connection, train category, fare, class, and number of people; For journey options which involve several trains, it is also possible to make SEPARATE PURCHASE REQUESTS in order to use the Ticket-less system on bookable trains. The method of ticket issue cannot be altered (self-service or Ticket-less); this means that changes to Ticket-less bookings must be made through the Ticket-less system, while for printed tickets the changed booking ticket must be issued (it is necessary to show the original ticket with the price displayed, together with the coupon with the new booking, once on-board the train). SGv0_rules_updated_OCT_ 17th_2013 3

4 Refunds for journeys untravelled as per choice of passenger BASE (Basic) Regional Tickets Ticket refunds Before departure at the issuing travel Agency After departure 20% penalty Not allowed Refunds as per choice of passenger are allowed for the tickets not collected at the self service machines, but only through the agency which issued the ticket. Deduction charge of 20% if requested within 2 months from the date of issuing. PRINTED ticket refunds Not allowed Not allowed NB: Refunds of tickets with a value equal to or less than will not be given. Please bear in mind that tickets to which booking changes have been made AFTER the booked train s departure are no longer refundable. SGv0_rules_updated_OCT_ 17th_2013 4

5 Permitted causes: Refunds for journeys untravelled for causes attributable to Trenitalia or on behalf of the public authorities 1) Train cancellation complete refund in the event that the journey is untravelled 2) The departure/arrival of the train indicated on the ticket is delayed by more than one hour: complete refund in the event that the journey is untravelled if the departure/arrival of the train booked proves to be delayed by more than 60 minutes 3) By order of the public authorities: complete refund in the event that the journey is untravelled because of specific scheduled or unforeseen events 4) Accommodation unavailable in the class/service for which the ticket is valid: 5) Cancellation of couchette/sleeping cars: if the journey is still travelled, the passenger is entitled to a refund of the difference in fare between the option accepted and that reserved if the journey is still travelled, the passenger is entitled to a refund of the difference in fare between the option accepted and that reserved 6) No bedding available complete refund in the event that the journey is untravelled Complete refund of the ticket-less, non printed at the station E-Tickets and tickets not printed at the station on departure which are not used due to one of the reasons listed are eligible for refund writing an to rimborsi.internazionali@trenitalia.it please indicate the PNR and attach the receipt of payment. Allowed, by sending your request, including the specific causes, making sure you have included the original ticket to: Complete refund of printed ticket Trenitalia SpA Divisione Passeggeri N/I Vendita Diretta e Customer Service N/I Post Vendita Rimborsi Internazionali Viale S. Lavagnini Firenze KA Laura Bonadesi SGv0_rules_updated_OCT_ 17th_2013 5

6 NB: The reason why the ticket was not used must be endorsed by the railway employees when the circumstance happens (when provided, at the ticket office or through the Call Centre). Regional train tickets: - If the trains was cancelled or delayed (more than 60 minutes) - Because of a strike - By order of the public authorities: - Accommodation unavailable in the class/service for which the ticket is valid: Complete refund at the ticket station counters, even if the was already validated: the ticket offices refund directly the customers. If the reason must be verified, tickets must be sent to the regional Department in charge of the area (the original of the ticket must be attached) If the ticket office is closed, the request must be sent to the regional Department in charge of the area(the original of the ticket must be attached) Tickets not used Full refund but the reason why the ticket was not used must be endorsed by the railway employees when the circumstance happens Tickets partially not used a) refund of the difference between what was paid and what was due for the journey of the customer : the reason why the ticket was not used must be endorsed by the railway employees when the circumstance happens. b) Accommodation unavailable in the class/service for which the ticket is valid: refund of the difference between what was paid and what was due for the journey of the customer ( the reason why the ticket was not used must be endorsed by the railway employees when the circumstance happens) Travelling on other trains (different from the train previously booked) SGv0_rules_updated_OCT_ 17th_2013 6

7 Travelling on other trains BASE (Base) TICKET Allowed, depending on availability, from 1 HOUR BEFORE and up to 1 HOUR AFTER the departure of the train booked (this period may only be extended if you travel on the first train available to reach your destination) by making an on-board payment of any difference between the full fare for the new option on the train used (e.g. a different type of train, a journey in a different class/category, couchette or superior sleeping car, etc.) and the amount already paid, plus a surcharge of 8.00 per ticket. - In the case of self-service issued tickets, it is necessary to collect a printed ticket from a self-service point before the booked train departs. - In the case of the Ticket-less system, you can directly board another train (except regional and international* trains) notifying onboard staff of the PNR, and the same regulations will apply as for printed tickets. Any passengers who use a train different from the one booked, outside the time limits set, and without making changes to the booking, are considered to be travelling without a ticket and subject to the regulations pursuant to general legislation. Regional train Allowed within the validity of the ticket( as from the validation at the stamping machines) for the same route, the same class and the same number of passengers. NB: * Tickets purchased with the Ticketless procedure do not allow you to travel on regional or international trains (Eurocity, Euronight, Espressi internazionali-international Express; with the exception of domestic sections of Italy Switzerland train routes); those with Ticketless bookings found aboard these trains will be treated as travelling without a ticket. SGv0_rules_updated_OCT_ 17th_2013 7

8 Compensation for delay Compensation for delays In the event of the late arrival of the train used at the destination station indicated on the ticket (due to explicitly permitted causes), the compensation owed to the passenger is equal to: 25% of the ticket price in the event of a delay of between 60 and 119 minutes; 50% of the ticket price in the event of a delay equal to, or more than, 120 minutes. HOW TO CLAIM COMPENSATION For medium-long domestic train journeys: If the customer is based in Italy: 20 days after the date of the journey go to an authorized travel agency at the station, or use the Verifica indennizzo (compensation verification) feature of available within the customer area, otherwise phone the Call Center on ( in Italy) to check if the right to compensation is admissible. NB You are required to register to use the compensation verification feature. Compensation requests can be processed after 20 days and up to 12 months following the day in which the delay was verified at any ticket office offering the choice of being instantly issued with either: - financial compensation - a voucher (valid for purchases within Italy) - a new ticket to the value of the award owing If the customer is based abroad: check if the right to compensation is admissible by phoning or by using the aforementioned feature Customers can also proceed with their compensation request by using the appropriate module, and sending it to : Trenitalia SpA Divisione Passeggeri N/I Vendita Diretta e Customer Service N/I Post Vendita Rimborsi Internazionali Viale S. Lavagnini Firenze KA Laura Bonadesi for regional trains: the request must be forwarded by post the regional department where the journey ends, attaching the original ticket validated on departure and after train arrival. The request must be forwarded within 30 days. No compensation is foreseen if the price is lower that 4 euros. The regional dept in charge of it will send to the customers address a kilometric ticket or, if requested, a paper to have money back. SGv0_rules_updated_OCT_ 17th_2013 8

9 SGv0_rules_updated_OCT_ 17th_2013 9

10 Discount: Groups Features 20% in first and second class or Premium /Business/ Standard service levels for journeys made by 10 to 49 paying passengers, every day This offer cannot be used in conjunction with other applicable discounts, with the exception of those offered to children aged between 4 and 15 Trains / services for use AV - Frecciabianca - IC - ICN/Espressi (Express) passenger seats, Couchettes, Sleeping cars, ( (not including Excelsior carriages and Executive service level on the Frecciarossa trains ) Availability of train places Booking changes Ticket changes Refund Group discounts do not apply to certain trains during busy periods The booking change is allowed ONCE from the day of issue and until 1 hour after the departure of the train. The request should be made before the departure of the train to any ticket office, Group centre or travel agency; and afterwards to the ticket office and the Group centre of the train station of departure Not allowed Refunds as per choice of passenger are allowed, with a deduction charge of 20% for each passenger, providing that the request for complete or partial cancellation is made before Midnight of the 5 th day before the train s departure time. Refunds will not be given after this deadline. PRINTED ticket refunds: Not allowed Discount: 10% in first and second class for journeys made during the entire week. Groups on the regional trains (only tickets printed at the self service vending machines) It is possible to book seats on regional trains : a seat booking costs of is 1.50 and must be requested to the regional train dept of the area where the train is running. The group ticket usually bears the name of the person to whom the ticket is issued (group head). Please note on certain trains and routes indicated on the official timetable, groups are not admitted. SGv0_rules_updated_OCT_ 17th_

11 Features Fares Trains / services for use Global Pass Those with an international Pass or national Pass for foreign customers 1 can travel freely on Espressi (Express), IC and ICN trains. To reserve seats, travel on other trains, or use night services you must purchase a Global Pass ticket. Excelsior carriages are excluded. Executive and Premium service levels are excluded. A Global Pass ticket is subject to the terms of use of the Base (basic) ticket; Global Pass tickets are not saleable without a reservation. Reservations on Espressi (Express), IC and ICN trains 3.00 a) Journeys on AV and Frecciabianca b) Journeys on couchettes Same as the fixed couchette su plement for the type of couchette used c) Journeys on sleeping cars Same as the fixed sleeper car supplement based on the accommodation chosen AV Frecciabianca IC - ICN/Espressi (Express) (passenger seats, Couchettes, Sleeping cars, excluding the Excelsior carriages) Availability of train places Booking changes Unlimited, however you must reserve seats with Global Pass tickets. Global Pass tickets are subject to the Base (basic) ticket terms of use Ticket changes Global Pass tickets are subject to the Base (basic) ticket terms of use Refund Global Pass tickets are subject to the Base (basic) ticket terms of use 1 Eurail Global Pass, Eurail Select Pass, Eurail Regional Pass (France-Italy Pass, Greece-Italy Pass, Italy-Spain Pass, Eurail Italy Pass, InterRail Global, InterRail Italy Pass). SGv0_rules_updated_OCT_ 17th_

12 Compensation for delays The provisions of the COMPENSATION FOR DELAYS guidelines apply In the event that a passenger with a national pass sold abroad for travel on the train that is delayed also has a Global Pass ticket or a supplement, the compensation owing will be credited in full, based on the sum of these additional tickets. Notte + AV (night train + High speed train) offer new NOTTE+AV offer ( night trains+ high speed trains offer) is now available and provides special prices on the : Night trains to Sicilia and Calabria (couchettes and beds) in connection with the high speed Frecciarossa and Frecciargento trains from/to Brescia/Verona/Bolzano/Venezia/Udine ( 2 nd class and standard class - interchange stations Rome or Naples ) Features Night trains to/from Puglia ( seats, couchettes and beds) in connection with the high speed network (Frecciarossa and Frecciargento trains- 2 nd class and standard class - interchange station Bologna) Tickets are valid only on the day and trains booked and must be shown together with an ID card. Traveller name can be changed but a fee of 8 euros must be paid before 1 st train departure and is valid both on the night and high speed train. Prices Special prices on both night and high speed trains Other discounted offers cannot be applied. Please note that the offer is sellable only for night +AV train. Availability Booking change Ticket change Ticket refund Unlimited Not allowed Not allowed Refund is effected with a penalty of 20%, if requested up to the 1st train departure, at the issuing agency. Access to another train Not allowed Compensation for delays The provisions of the COMPENSATION FOR DELAYS guidelines apply SGv0_rules_updated_OCT_ 17th_

13 Economy Features Prices Availability Booking change Ticket refund For the trips in 1^ and 2^ class in all the trains, Executive, Business, Salottino Compartments, Premium and Standard levels of Frecciarossa trains, couchettes and VL compartments. Executive and Excelsior services are excluded The ticket can be purchased until Midnight of the day before departure The ticket is issued with the simultaneous seating assignment and is valid for the day and train booked. Ticket can t be issued without seat guarantee and do not allow the reservation of seats in the parlors The Economy ticket has different levels of reduced prices in comparison to the entire Base ticket fare. At the moment of the purchase system always offers the best price available. The minimum price of this fare is 9,00 euro This fare can t be combined with any other reduction except for that one for children under 15. The number of seats available for each price level is subject to limits and variability, based on the day of the week, train and class or level of service NOT ALLOWED NOT ALLOWED Access to another train NOT ALLOWED. In case of use of trains other than booked, the traveler is considered as without any ticket Compensation for delays The provisions of the COMPENSATION FOR DELAYS guidelines apply SGv0_rules_updated_OCT_ 17th_

14 Super Economy Features For the trips in 1^ and 2^ class in all the trains, in Business, Premium and Standard levels, couchettes and VL compartments. Executive and Excelsior services are excluded The ticket can be purchased until midnight of the day before departure The ticket is issued with the simultaneous seating assignment and is valid for the day and train booked. Ticket can t be issued without seat guarantee and do not allow the reservation of seats in the parlors Prices Availability Booking change NOT ALLOWED The Super Economy ticket has different levels of reduced prices in comparison to the entire Base ticket fare. At the moment of the purchase system always offers the best price available( minimum 9 euros) This fare can t be combined with any other reduction except for that one for children under 15. The number of seats available for each price level is subject to limits and variability, based on the day of the week, train and class or level of service NOT ALLOWED NOT ALLOWED Access to another train Compensation for delays NOT ALLOWED. In case of use of trains other than booked, the traveler is considered as without a ticket The provisions of the COMPENSATION FOR DELAYS guidelines apply SGv0_rules_updated_OCT_ 17th_

15 Familia (Family offer) Offer for groups of between 2 and 5 people, including at least one child under 15 years and one adult. Features With limited place availability. The minimum price after discount must be at least euros for each passenger aged above 15 years, subject to the minimum fares applied to each ticket. The Familia (Family) ticket must be shown on-board the train together with a form of ID with proof of age, and for children under 15 years old, a birth certificate or equivalent document, including parental written permission. Tickets are not issued without seat reservations and it is not possible to reserve seats in the Salottini of Frecciarossa trains with this offer. Fares Discount applied: - 50% (30% for couchettes and sleeping cars) for children under 15-20% for everyone else Trains / services at your disposal ICN, Espressi (Express), couchette, and sleeping cars Train ticket availability Booking changes Ticket changes Refunds Limited (Availability varies according to day, class and train) For tickets available through the offer you can make one change only at the issuing agency from the day of issue until the departure time of the train (the seat places must be at the same fare ) For Ticketless bookings, changes are allowed only through the Ticketless procedure, without the option of a printed ticket, and the changes must relate to all passengers referred to in the original purchase request. Booking changes are allowed for journeys made up to four months following the date of the first request for booking changes, and are free. The time frame in which to make the new journey may be shorter in special cases where there is variation in train circulation, or due to the periodical change to the railway timetable. NOT ALLOWED Can only be requested prior to the departure of the train with a deduction charge of 20%. There will not be any refunds made for tickets with a value equal to, or less than, euros. Tickets cannot be refunded after departure. SGv0_rules_updated_OCT_ 17th_

16 Provided at a charge of 8.00 euros plus the difference between that already paid and the full fare for the use of another train of the same or different type, class or service: Travelling on other trains Compensation for delays until an hour before and up to an hour after the train booked even beyond this period if you travel with the first train of an equal or lower category to reach your destination. In the event that you travel in a time-frame that is not permitted, you will be considered as travelling without ticket. Those with Ticketless bookings are not allowed to travel on regional or international trains (with the exception of domestic sections of Italy Switzerland train routes), and if discovered on these trains will be considered as travelling without a ticket. The provisions of the COMPENSATION FOR DELAYS guidelines apply SGv0_rules_updated_OCT_ 17th_

17 Day Return Details Offer valid for all return journeys in 1 st or 2 nd class, Executive, Businness, Premium and Standards service level undertaken on the same date, on the same route, class-service level, train. The ticket can be purchased UP TO MIDNIGHT OF THE DAY PRIOR TO the train s departure, also in Ticketless mode. Prices Two price levels: in Executive, in 1 st class and Business, in Premium, in 2 nd class and Standard in Executive, 149 in 1 st class and Businness / 129 in Premium, in 2 nd class and Standard Usable trains / services AV trains -Frecciarossa and Frecciargento - and Frecciabianca Availability of seats The entire train Change of booking Departure time booking can be changed only once, up to train departure.,is seats at day return offer are available The date of the journey previuosly booked at Day return cannot be changed Change of ticket NOT PERMITTED Refund NOT PERMITTED Travel on another train NOT PERMITTED By using a train other than the one booked, the passenger will be considered as travelling without a valid ticket. Delay compensation The terms given in the sheet COMPENSATION FOR DELAYS shall hold good. SGv0_rules_updated_OCT_ 17th_

18 Special 2X1 Details Offer valid to travel in 1 st /2 nd class and Business, premium and Standard service levels on the following days: On Saturday Ticket can be purchased until Midnight of the day before departure. Salottino seat places canoot be booked at Special 2X1 fare. Prices 2 passengers pay for one at base fare. This fare cannot be combined with any other reduction, including that one for children under 15. Usable trains / services All the Medium Long Distance trains. This offer is not available on couchettes, WL, Excelsior and Executive service level. Availability of seats Change of booking Limited (Availability varies according to day, class and train) NOT PERMITTED Change of ticket NOT PERMITTED Refund NOT PERMITTED Travel on another train NOT PERMITTED By using a train other than the one booked, the passenger will be considered as travelling without a valid ticket. Delay compensation The terms given in the sheet COMPENSATION FOR DELAYS shall hold good. SGv0_rules_updated_OCT_ 17th_

19 BIMBI GRATIS OFFER Offer for Family groups of between 2 and 5 people, including at least one child under 15 years and one adult. Features With limited place availability. BIMBI GRATIS ticket must be shown on-board the train together with a form of ID with proof of age, and for children under 15 years old, a birth certificate or equivalent document, including parental written permission. Tickets are not issued without seat reservations and it is not possible to reserve seats in the Salottini (enclosed compartments on the Frecciarossa trains) AND TRAVEL ON Executive service level of Frecciarossa train with this offer. Fares - Free for children under 15 - Base fare for everyone else Trains / services at your disposal FRECCIAROSSA, FRECCIARGENTO, FRECCIABIANCA,INTERCITY Train ticket availability Limited (Availability varies according to day, class and train) Booking changes Only one change only at the issuing agency from the day of issue until train departure time (the seat places must be at the same fare ) Ticket changes Refunds Travelling on other trains NOT ALLOWED Can only be requested prior to the departure of the train with a deduction charge of 20%. There will not be any refunds made for tickets with a value equal to, or less than, euros. Tickets cannot be refunded after train departure. Provided at a charge of 8.00 euros plus the difference between that already paid and the full fare for the use of another train of the same or different type, class or service: until one hour before and up to an hour after the train previously booked even beyond this period if you travel with the first train of an equal or lower category to reach your destination. SGv0_rules_updated_OCT_ 17th_

20 Compensation for delays The provisions of the COMPENSATION FOR DELAYS guidelines apply SGv0_rules_updated_OCT_ 17th_