17 Feb, 2020 → by ClaimboUser767742
we paid for their mistakes
1
I have booked the train 9979 from Milan to Rome departing on 7 Feb. However, the train was cancelled due to the strike as per the email Italo sent me & changed my train to 9931 while it was NOT satisfactory timing for me as I had a flight to catch at FCO. Then I tried to call the hotline & waited for 1 hours and 47 minutes while one lady picked up & promised to find someone who knew English to answer my call. Of course, at the end, I kept waiting and NO ONE had picked up my call. After that, I went online to change a earlier train 9927 & I had to topped up €98, which I do NOT think it is fair as it is your side to cancel the train while not letting us to choose our alternatives to earlier or later. There is no follow up on my complaint on their side or any email contacts. When I submit the claim form when there is no remarks column on their website, they just simply closed or cancelled the case without ASKING ME WHAT IS HAPPENING. EXTREMELY BAD EXPERIENCE & I WILL NEVER TAKE ITALO AGAIN WHEN I GO TO ITALY.