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More Interrail validity silliness (Trenord)

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rg177

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I wish this wasn't the first thread I was making about Interrail passes in the same pass validity period...

So, after a lovely trip around Switzerland, I've just crossed into Italy over the Bernina Pass to Tirano.

The conductor on the Trenord service to Milan has told me that Trenord doesn't accept Interrail passes, doesn't recognise the fact I'm entitled to a Youth pass at 25, and never has accepted such tickets. I know that the services to Como Nord Lago (and others that were previously a separate company) are a bit ambiguous but surely Trenord hasn't dropped out entirely?

However, conveniently, he said "as workers we don't mind" and said he wouldn't charge me anything.

Before I complain to Interrail about staff making it up as they go along, has there been anything official about this? I know they've dropped out of the "Italia in Tour" ticket but haven't heard anything about Interrail.
 
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hexagon789

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rg177 said:
I wish this wasn't the first thread I was making about Interrail passes in the same pass validity period...

So, after a lovely trip around Switzerland, I've just crossed into Italy over the Bernina Pass to Tirano.

The conductor on the Trenord service to Milan has told me that Trenord doesn't accept Interrail passes, doesn't recognise the fact I'm entitled to a Youth pass at 25, and never has accepted such tickets. I know that the services to Como Nord Lago (and others that were previously a separate company) are a bit ambiguous but surely Trenord hasn't dropped out entirely?

However, conveniently, he said "as workers we don't mind" and said he wouldn't charge me anything.

Before I complain to Interrail about staff making it up as they go along, has there been anything official about this? I know they've dropped out of the "Italia in Tour" ticket but haven't heard anything about Interrail.
Click to expand...
The Interrail website lists Trenord as being included.
 
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Mag_seven

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I've made several Trenord journeys on Interrail recently and had no issues with any inspections.
 
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rg177

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Thanks all - I thought as much. The Interrail website isn't working properly on my phone (my phone seems to be blocking any internal links/drop-downs) but will submit a complaint later.

I've never had any problems before either - and hilariously, he changed argument halfway through. It started off as "to us, you're not a youth" and when I said that's a bizarre rule and doesn't make any sense, he changed it to "not valid at all".

His tablet didn't even have any qualms. No screaming "not valid" warnings like in Slovakia. Just a reminder to make sure that the ID and name on the pass match.

He was a fairly young, smiley guy. Predictably he had the same argument several times considering how popular the route is.
 
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AdamWW

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rg177 said:
Thanks all - I thought as much. The Interrail website isn't working properly on my phone (my phone seems to be blocking any internal links/drop-downs) but will submit a complaint later.

I've never had any problems before either - and hilariously, he changed argument halfway through. It started off as "to us, you're not a youth" and when I said that's a bizarre rule and doesn't make any sense, he changed it to "not valid at all".

His tablet didn't even have any qualms. No screaming "not valid" warnings like in Slovakia. Just a reminder to make sure that the ID and name on the pass match.

He was a fairly young, smiley guy. Predictably he had the same argument several times considering how popular the route is.
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I had a guard insist that my paper pass wasn't valid because I hadn't filled in my name and address though it was pretty clear that it was just so they could return the pass to you after you sent it back at the end.

Fortunately he let me fill it in on the spot.

If he wanted to do his job properly it would probably have been more useful if instead he'd asked me to show ID matching the details on the pass.
 
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rg177

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Hilariously he didn't ask for that either. Despite it being the one thing his tablet (which he spent two minutes failing to remember the password for) actually told him to do.

Complaint now sent.
 
Flying Snail

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Made the same journey last week and had no such issue, just got grunted at by the guard after a long scan of the passes.

He spent the best part of an hour checking two carriages, seemingly taking money off numerous passengers and the last 20 minutes into Milan was an ongoing argument with an increasingly heated woman which carried over to the platform.
 
Planesandtrain

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It's always a shame to hear of staff arguing around like this, especially as deescalation techniques taught at least to us conductors in Germany strongly advise against doing do . I would complain directly to Trenord.

(and apologies for my blunt wording on the previous version of this post)
 
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rg177

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Interrail have replied, basically confirmed it's valid but that it's up to me to do anything about it as they won't approach Trenord themselves.

You actually need an online account to complain to Trenord (or edit a PDF form!) so I'll wait until I'm home and on my laptop.

I'm not too fussed about my own experience as I was happy to argue with the conductor - but it's not acceptable to have them prey on unsuspecting tourists - especially if they start demanding a fare.
 
Flying Snail

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Planesandtrain said:
And then those exact gaurds wonder why they are attacked as at some point they will argue with the wrong kind of person. I would complain directly to Trenord.
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Interrailers and single/couple tourists in general are pretty safe targets to hassle with little fear of getting your head kicked in, no doubt they would be less bullish with a gang of beer swilling young men.

rg177 said:
Interrail have replied, basically confirmed it's valid but that it's up to me to do anything about it as they won't approach Trenord themselves.

You actually need an online account to complain to Trenord (or edit a PDF form!) so I'll wait until I'm home and on my laptop.

I'm not too fussed about my own experience as I was happy to argue with the conductor - but it's not acceptable to have them prey on unsuspecting tourists - especially if they start demanding a fare.
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That is a very poor response from Interrail to what sounds suspiciously like an attempt at stealing money from you.
 
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Chriso

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In my experience ticket inspections on Trenord are extremely rare which is a shame as I love the network and trains but the guards seem to not really bother much with revenue
 
cactustwirly

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What about the EC devices between Verona and Munich which are operated by Trenord in Italy?
 
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rg177

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Chriso said:
In my experience ticket inspections on Trenord are extremely rare which is a shame as I love the network and trains but the guards seem to not really bother much with revenue
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When I spent a week in Lombardy in March 2023 they were actually quite frequent. Staff really seemed to be on it and I'd say I was checked on about 75% of trains.

Meanwhile this time over the course of 10 trains - that was the *only* check I had across Trenord, Trenitalia and the mysterious "Trenitalia TPER". For the most parts the guards were just riding along in the cab and sauntering out to do the doors.
 
peterblue

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cactustwirly said:
What about the EC devices between Verona and Munich which are operated by Trenord in Italy?
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Interrail is valid there, but a supplement / reservation fee is required for trains. From my experience guards are more proactive there compared to regional Trenord services.

I wonder if the Trenord Interrail weirdness stems from the time where they used to be two separate companies. It's changed now, with Trenord part of Trenitalia and Interrail passes now being valid.
 
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nwales58

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peterblue said:
... Trenord part of Trenitalia ...
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Not exactly. Trenord is a joint venture of Trenitalia and FNM's passenger operations, not a takeover by TI. FNM still exists, majority owned by Lombardy with TI and others owning the rest.

Whether they are genuinely integrated or whether there are still effectively-FNM depots+crews and Trenitalia ones still, I don't know. Anyone?

This differs from TTPER which genuinely is a TI subsidiary, despite the contract including the TPER merger of non-FS/RFI lines around Bologna, Interrail likewise now being valid throughout.

peterblue said:
I wonder if the Trenord Interrail weirdness stems from the time where they used to be two separate companies.
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I agree.
 
WestCoast

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I travelled on that line last year down from Tirano into Milan on Interrail with no issues, also on other Trenord services. I can recall conductors walking up and down but not doing much in the way of inspecting tickets. I just thought they might not have revenue duties.

However, i can recall getting inspected on almost every one of the many Trenitalia Regionale Voloce services I took in Italy, even asked for my passport a couple of times which surprised me a little but of course no problem as those are the rules. They were also very proactive in tackling fare evaders, saw a few heated (verbal) arguments which I think it’s fair to say is just the Italian way of doing business particuarly further south.

As an aside, don’t expect much in the way of customer service from Interrail. I had a bit of an issue with SNCF cancelling a TGV and it took them an age to sort a refund for a reservation I bought through them and that was only after I had to send them a note from SNCF. There was no sort of compensation for the higher priced reservation I had to purchase.
 
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rvdborgt

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WestCoast said:
As an aside, don’t expect much in the way of customer service from Interrail. I had a bit of an issue with SNCF cancelling a TGV and it took them an age to sort a refund for a reservation I bought through them and that was only after I had to send them a note from SNCF. There was no sort of compensation for the higher priced reservation I had to purchase.
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In such cases, remind them of what's written in the EU regulation, and also their own policy (point 3 on that page). I have the impression that some of the support employees have too little knowledge in that field.
 
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trei2k

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rvdborgt said:
In such cases, remind them of what's written in the EU regulation, and also their own policy (point 3 on that page). I have the impression that some of the support employees have too little knowledge in that field.
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Agreed.

I had a poor experience with their support agents on a similar matter - even after escalating it. I was getting the feeling that they were making up things as they went.

The cost of my time dealing with them started to outweigh the financial costs, therefore I just dropped it.
 
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rvdborgt

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trei2k said:
I had a poor experience with their support agents on a similar matter - even after escalating it. I was getting the feeling that they were making up things as they went.

The cost of my time dealing with them started to outweigh the financial costs, therefore I just dropped it.
Click to expand...
If you're not getting anywhere with customer service, it may be worth using ODR, as specified in their booking conditions (point 9).
 
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trei2k

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Thanks for the information about the ODR process. I will keep that in mind for my trip this year.
 
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AdamWW

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rvdborgt said:
I have the impression that some of the support employees have too little knowledge in that field.
Click to expand...

I think some organisations find it very convenient for support staff not to actually know customer rights.
 
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rvdborgt

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AdamWW said:
I think some organisations find it very convenient for support staff not to actually know customer rights.
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That may well be true, but I can't say whether that's the case here. But it's for that reason that you should use ODR if you can. Otherwise your problem will be marked as "Resolved".
 
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kkong

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rvdborgt said:
If you're not getting anywhere with customer service, it may be worth using ODR, as specified in their booking conditions (point 9).
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It appears the ODR process cannot be used by UK residents.

ODR.png

Screenshot of EU Online Dispute Resolution page, showing the inability to raise a case when choosing "I live in... Other" from the drop down list (which doesn't contain United Kingdom).
 
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