FAQ

PURCHASING RAIL PASSES ONLINE

Which passes can I buy from the Trenord e-Store?

All Trenord passes [weekly, monthly and annual] and integrated passes [TrenoCittà*; Io Viaggio Ovunque in Provincia; Io Viaggio Ovunque in Lombardia] are available to buy online.

*: excluding TrenoLecco, TrenoSondrio and TrenoMantova
  

 

When can I buy my rail pass from the Trenord e-Store?

Weekly passes can be purchased from the Thursday of the week before validity.
Monthly passes can be purchased from the 22nd of the month before validity.
Annual passes can be purchased at any time and are valid from the first day of the month following that of purchase.


Do passes purchased from the Trenord e-Store need to be activated?

Yes. Passes purchased online must be activated at the station selected during the purchase procedure, by scanning the card on the turnstiles or the validation machines marked as enabled for activation.
For monthly and annual passes, activation must be carried out from the day after of purchase within 5 days, and within 3 days for weekly passes.
If the machines for activation are temporarily out of order, you can activate your card at the Self Service ticket machines in the same station or in the stations along the route of the pass.
Please report any problems to the Trenord Contact Centre 02-72.49.49.49.

 


PURCHASING TICKETS ONLINE

How do I know if my purchase has been successful?

For each purchase correctly carried out from the e-Store, the following documents should be sent to you within a few minutes:
1. An e-mail from the bank [Unicredit] or from PayPal to certify the successful transaction;
2. An e-mail from the e-Store with a summary of your purchase;
3. An e-mail with the ticket/s attached in Pdf format [one Pdf for each ticket] and the relative PNR codes [to be presented to the inspector];
4. An SMS with PNR code [if requested].
 

I have not received an e-mail with the purchased tickets. What should I do?

Contact the Trenord Contact Centre 02-72.49.49.49 [open every day from 5 a.m. to 1 a.m.] for assistance.

If the transaction has been successful, you should find all of the purchased tickets on your personal page of the new e-Store.

 


CARDS

Which passes can I load online onto the IO VIAGGIO card?

2nd Generation IO VIAGGIO card [expiry after August 24, 2019]: Weekly, monthly and annual Trenord passes as well as integrated "Io Viaggio" passes [TrenoCittà*; Io Viaggio Ovunque in Provincia; Io Viaggio Ovunque in Lombardia].

1st Generation IO VIAGGIO card [expiry before August 24, 2019]: TrenoCittà*; Io Viaggio Ovunque in Provincia; Io Viaggio Ovunque in Lombardia. Please remember that the 1st Generation IO VIAGGIO card can no longer be requested, but those currently in use are valid until their natural expiry.

*: excluding TrenoLecco, TrenoSondrio and TrenoMantova


Which passes can I load online onto the ITINERO card?

Weekly, monthly and annual Trenord passes and the integrated TrenoMilano pass can be loaded onto the ITINERO card from the Trenord e-Store.

Please remember that the ITINERO card can no longer be requested, but those currently in use are valid until their natural expiry.
 

What passes can I load online onto my free IO VIAGGIO card?

The same passes can be loaded onto the IO VIAGGIO card: TrenoCittà [excluding TrenoLecco, TrenoSondrio and TrenoMantova]; Io Viaggio Ovunque in Provincia; Io Viaggio Ovunque in Lombardia.

Please remember that the free IO VIAGGIO card can no longer be requested, but those currently in use are valid until their natural expiry. [expires before August 24]
 

I have requested the IO VIAGGIO card online. When will I receive it?

Delivery by courier takes approximately 10 working days. As soon as the shipment is ready, you will be sent a code by e-mail. You can then check the shipment status of your card on the courier’s website. 


Can ITINERO and CRS for Transport cards still be requested?

No. These cards can no longer be requested. Those currently in use can remain so until their natural expiry. 


10 days have passed and I haven’t received my card yet. What should I do?

The delivery time may vary for reasons attributable to the courier. If 30 days have passed and you have not yet received your card, please contact a My Link Point or fill the online form with your name, surname, place and date of birth, order number and nearest staffed ticket office, for assistance.
 

I have ordered a IO VIAGGIO card. Where will it be sent?

The card will be sent to the address indicated in your Trenord profile. The delivery address can be amended at the time of purchasing the card. 


I gave the wrong delivery address for my new electronic card. What should I do?

As soon as the shipment is ready, you will receive a code to your e-mail for checking the shipment status of your card on the courier’s website. Once you have received your code, you can contact a My Link Point or send an email to my-link@trenord.it with your name, surname, place and date of birth, order number and nearest staffed ticket office, for assistance in this matter. 


I have requested a Trenord card online. Do I have to wait for it to arrive before I can get a rail pass from the Trenord e-Store?

Yes. Your rail pass, once requested from the Trenord e-Store, must be then activated on your card in the station. So you must, therefore, receive the card before you can carry out a purchase.

 


INVOICES

How can I request an invoice for purchases made from the Trenord e-Store?

Once the product is in your shopping basket, you can generate an invoice by clicking on “Invoice”. This is not possible for non-billable products (Discovery Train products or other integrated products). The invoice will become available on your profile in the space of a few minutes and will be automatically sent to your e-mail.
 

Can I enter other billing addresses for a purchase made from the Trenord e-Store?

Of course. After selecting “invoice” on your shopping basket page, you will then have the option of adding a new billing address in the next step of the purchase procedure. 


I forgot to request an invoice when I purchased my ticket/rail pass online. Can I request it later?

Please pay the utmost attention during the purchase procedure as it will no longer be possible to create an invoice at a later stage.

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