Following the abolishment of the law that allowed train monopolies at one time in Italy, and which made Trenitalia — the only national train service in Italy—rule the longest till the privately-owned, sleek-looking Italo emerged on the scene in 2012, giving it stiff competition. It has been a game-changer ever since. It is a high-speed train that you can take to discover the beautiful landscape of the Italian countryside.
Italo is inspired by low-cost airlines that run the globe. From sticking to departure-arrival schedules, serving high-quality food onboard to entertaining guests through showtimes in the first class coaches, to having installed vending machines and providing clean washrooms, Italo is at par and in many ways supersedes the services of Frecciarossa.
Italo trains have comfortable seats in articulated coaches with enough legroom, and travel tickets are reasonable if we are to compare their world-class services on this high-speed train. Its speed is 300km/hour.
There are clear instructions given in both Italian and English at various points inside the train to avoid confusion in the minds of the passengers. It has four different travel classes, and the ticket prices vary accordingly but are still affordable.
Italo runs the following routes — Turin-Milan-Bologna-Florence-Rome-Naples-Salerno; Turin-Milan-Verona-Venice; and Venice-Bologna-Florence-Rome-Naples. Italo runs AGV and EVO with similar classes, facilities and comfort-level. EVO lags a little behind AGV in terms of speed, and was introduced as late as 2017-18.
Now, here’s what you do when you find your bag missing and suspect you left it behind on the Italo train by which you traveled.
Report to Italo’s Lost Property Office
It is like having your worst nightmare turn true when you realize you got down with your neighbor’s bag accidentally in a hurry, instead of your own, at the arrival station. To make matters worse, you are not covered by any travel insurance and there was no labeling on your bag. Yes, you learnt your lesson, but what next?
Well, try looking up the nearest Italo’s office where you can walk up to return the bag and claim yours. You will get their support staff at all of the stations they serve. If you are quick on this, they will be able to track down your bag and contact the person (whose bag you are carrying) to let them know what happened, so that bags can be reunited to the rightful owners in due time. You will save a lot of hassle here.
Follow the link to know the city and corresponding train station. Contact someone at the Italo Office at Termini asap even if that means hard work.
The usual protocol is to submit an online missing luggage form with details like ticket code (in case you have misplaced it, you can retrieve it by calling contact Italo assistance on +39 89 20 20); name; contact details like phone number, postal address, and email ID; and a full description of the lost bag, and from where you think you lost it (exact place on the train like seat number or luggage area).
The objective is to enlist help at the earliest to help the authorities track your bags successfully in the minimum possible time. Chances of theft of baggage onboard is minimal because they have surveillance cameras fitted at strategic points at luggage areas.
The Italo Search Team swings into action from the moment a missing complaint is filed, and they keep you posted on the development via email or text/SMS messages. They inform you when they trace your bags and you are instructed about the procedure of reclaim. Please carry a photo ID and proof of ownership with you at this point.
Contact Customer Service via Phone
Try all means to get a human on the phone to explain your problem. Try to speak with a customer service representative to get a perspective on the problem, and how it could be resolved asap. Their call center number is 89 20 20 or +39 06 8937 1892.
Dial it pronto to have an agent assist you on the matter without delay. All said and done, a face-to-face follow up is always better than a faceless one. At least you will know that the complaint was received and acknowledged. Sometimes the agent on the phone may not have solid suggestions for you in a real scenario like this. They follow their training protocol which lies outside the scope of actual problem resolution.
Please retain the receipt of your complaint for future reference and follow-up. Request for at least one number that would be accessible and will be answered during follow-ups on your part. Stay tuned on WhatsApp chat if they have the option for customers.
Find Help on Social Media
No one can debate the power and usefulness of social media today.
We would suggest you try this alongside a physical complaint at Italo Office on priority.
The turnaround time is much less than it takes to respond to a customer’s email or SMS message. Italo is on social media, and the following are the links to its pages — Twitter, LinkedIn, and Instagram.
We pray that you do not ever have to live through such an experience, but if you do not have luck on your side on a particular day, despair not! Keep your calm and be consistent with your follow-ups with the authorities at Italo, and rest assured that they will put in their best to reunite you with your lost luggage.
