Rodolfo
27 Febbraio 2018
*A translation to Italian of this email can also be provided if requested.
My name is Rodolfo Motta and I currently live in Vancouver (Canada) and I want some help and guidance in my Conciliazione process with Trenitalia.
On January 2nd, 2018, I bought Executive and Classe 2 tickets to travel from Rome to Bologna and then to Munich with Trenitalia.
In the first part of the journey, I had no Wi-fi connection and two staff members said they could not do anything since I had an international number.
When I arrived in Bologna Centrale, I found out that I would need to take a bus. No other information was given to me and after I ran around the station, an extremely rude Trenitalia staff member was told me that the train was broke and buses would be available to take me to my final destination. She also said I could ask for a refund once I got in Munich.
At the buses, everything was a mess! No organization at all to boarding and no information about the destinations. I had to take my suitcase off 2 buses before finally board on the one I took. And it got worse. The bus was packed with even KIDS TRAVELLING ON THEIR MOM'S LAP (which I believe it’s illegal). No bathroom and, of course, no wi-fi. This means that every two hours the driver was stopping so people could go to the toilet. The journey took almost 12 hours and I arrived in Munich around 1:45am.
Of course, there was nobody from Trenitalia there to explain to us how to get the reimbursement. So I went to the hotel and tried on the next day where I was informed that there was no Trenitalia office there and they could not give me any refund.
On January 8th, already in Canada, I filled the Reimbursement Form and got a reply saying that I needed to send a LETTER by MAIL to the company’s office with my tickets (the only proof I had that I actually bought that service), even when they knew I lived in ANOTHER CONTINENT! The worst part is that I ended up sending the letter with my tickets.
I guess the most frustrating part was the customer service. Due to the difference in our times, I was waking up earlier and going to bed later just to contact the company on a Chat system that does not work.
On this entire process I never was respected as a customer and I never saw a minimal willing from the company to solve a mistake they made!
Today, February, 27th, 2018 (almost two months later) they replied to me saying they will only give me US$62. But based on a service that I purchased and didn’t receive and the terrible customer service provided, I believe this value is not acceptable.
I hope you can help me to solve this as fast as possible.
Sorry for the long email.
Regards.
