FAQ

Some complaints can be dealt with through the Conciliation procedure that Trenord has set up together with the main consumer associations.

Within 30 days, Trenord will provide a response [exclusively in relation to its services] or, if it is not possible within this period, inform the customer of a different date. In any case, the response must be given within three months from the receipt of the complaint.

ONLINE AT MALPENSAEXPRESS.IT
For REGISTERED customers, a copy of the invoice in pdf format will be sent as a receipt. The original invoice will be the digital one, and can be consulted and downloaded from your private area on the website of the Revenue Agency, if, at the time of the request for the invoice, no email address has been indicated for the receipt. It should be noted that the sending of the invoice to the Revenue Agency by TRENORD may not be contextual, as it may occur within the periodical settlement of the transaction. 

FOR PURCHASES ON THE APP
The invoice must be requested within 24 hours of purchase by emailing fattureclienti@trenord.it, specifying that the purchase was made on the Trenord app and providing the order number and the following information: full name, address, tax code or VAT number (SDI or PEC). Trenord will send a copy of the invoice in pdf format as a receipt. The original invoice will be the digital one, and can be consulted and downloaded from your private area on the website of the Revenue Agency, if, at the time of the request for the invoice, no email address has been indicated for the receipt.

By accessing their private area, customers registered on malpensaexpress.it (or Trenord.it) can see the history of all orders made, both on the site and on the app.

When you make an online purchase from malpensaexpress.it, an email is sent to the address provided by the customer, containing the purchase receipt or the ticket (attached to the email in .Pdf format), which includes the order number and the PNR, and an SMS can be sent [upon request], which can all be verified by the ticket inspector. With purchases through the app, in addition to sending the ticket by email in .Pdf format, the ticket can also be found in the ‘My tickets’ section, which can easily be validated by ticket inspectors.

Stibm tickets allow access to the subway via a dynamic QR Code and must be used by the Trenord App which allows the code to be regenerated every time you leave or enter a turnstile, and are associated with the device from which they were purchased. If you do not register, the buy Stibm ticket option does not appear in the purchase flow.

Yes, this is the main function of the app. It is the fastest way to get real-time information on the status of lines, and the notifications feature allows you to stay up to date with the progress of your trains.

To maximise safety, the contactless service allows you to purchase a one-way ticket from Milan to Malpensa Terminals 1 and 2 or vice versa for a single person. If you want to purchase multiple tickets with the same card, wait 15 seconds between each tap.

No, you don't have to do anything. The inspectors will verify your payment by placing the card or NFC-enabled smartphone against their device, or they may enter the last few digits of your card in their app; if you purchased the ticket with a virtual card in your phone's wallet (Apple and/or Google), you will have to provide the ticket inspector with the virtual account number that you can find on your device's app (Apple Pay or Google Pay).

No, at the moment purchases can only be made at the dedicated totems and/or turnstiles located in Milano Cadorna, Milano Centrale, Milano Porta Garibaldi, Milano Bovisa and in Malpensa Terminals 1 and 2.

With Pay&Go Contactless, you can buy your Milan-Malpensa ticket (or vice versa) in a matter of seconds, simply by tapping your credit card at special locations in the main stations of Milan and at the airport.

Developed by Trenord and Mastercard for Malpensa Express customers, the system allows you to pay for your airport connection ticket by simply approaching your contactless card (credit, debit or prepaid), provided by Mastercard, Maestro, Visa or American Express, or your smartphone with NFC (Near Field Communication) technology, at one of the dedicated turnstiles in the stations of Milano Cadorna, Centrale, Porta Garibaldi, Bovisa and Malpensa T1 and T2.

The ticket inspectors will verify the payment by tapping the NFC card or smartphone on an electronic reader. The contactless service allows you to buy a single ticket from Milan to Malpensa Terminals 1 and 2 or vice versa, for one person.

For tickets purchased online you can request a refund directly from the Trenord website by following the guided procedure. You'll need to have your order number and PNR code with you.

For tickets purchased at other points of sale, you must fill in the complaint form, which needs to be accompanied by the original ticket. The application can be sent to Trenord ticket offices, to ‘My Link Point’ Customer Care or by mail to the address ‘Trenord - Ufficio Rimborsi - c/o Stazione Cadorna Pal. Movimento P.le Cadorna 20123 Milano’.

The refund is made in two ways: a) In cash at the Trenord ticket offices or at a ‘My Link Point’. b) By bank transfer.

The refund can only be acquired:

• In a Trenord Customer Care ‘My Link Point’ for tickets loaded onto an electronic card;
• In Trenord ticket offices when it is possible to verify the circumstances justifying the request.

Outside of these cases, the waiting time is a maximum of 30 days following the completion and submission of the corresponding form at ticket offices, a My Link Point or through the Trenord website (only for tickets purchased online or through the App).

• Tickets and passes on paper (excluding annual tickets) declared lost, destroyed or stolen;
• Tickets and passes purchased at a promotional rate (Discovery Train, Bicycle Pass, etc.);
• Tickets and passes at supra-regional rates;
• One-way tickets;
• Tickets and passes of other operators valid on Trenord services;
• Single tickets loaded onto MY LINK CARD.

Within the limits of the purposes set out above, the Data Controller will process the following categories of personal data:

• common personal data regarding personal data; residence; domicile; behavior in the use of the railway service; Bank account details;
• personal data belonging to the particular categories referred to in art. 9 of the GDPR (sensitive data) and consisting of photographs; health data; judicial data; temporal geolocation.

 No, Sala Amica only guarantees assistance to passengers with an airline ticket.

You can call the dedicated Trenord toll-free number: 800 210 955.

Alternatively, if your chosen journey starts or ends in Milano Centrale or Milano Porta Garibaldi, you can contact Sala Blu again, as it is responsible for assistance in these stations.

Yes, you can use your Carta Blu on the Malpensa T2 and T1–Milano Centrale and Milano Cadorna routes.

You can request assistance from Sala Amica – the support service from the SEA airport company – by contacting the call centre at +39 (0)2 232323, which is active every day from 8.00 to 21.00. Alternatively, upon arrival at the station in one of the two terminals, you can use the Call Points located on the railway ticket office floor.

Finally, you can request assistance at least 24 hours in advance from the Trenord disability assistance office at the toll-free number, +39 800 210 955, or by email, and the team will organise support to accompany you from the platform to the Sala Amica meeting point.

You can contact Sala Blu every day from 6.45 to 21.30 using the toll-free number, 800 90 60 60, which can be reached from a landline in Italy, or at the national number with standard rates, which can be reached via mobile networks and from abroad: +39 (0)2 32 32 32.

Alternatively, you can write to the email address

You can consult the list of accessible stations on the websites of the two infrastructure managers in Lombardy: RFI, which manages Milano Centrale and Milano Porta Garibaldi, among other stations, and FERROVIENORD, which manages the Milano Cadorna, Milano Bovisa, Saronno, Busto Arsizio Nord, Rescaldina, Castellanza, Ferno-Lonate Pozzolo, and Malpensa T1 and T2 stations.

With different types of Trenord/Io Viaggio season tickets you can access the Malpensa Express service on the two routes Milano Centrale-Malpensa and Milano Cadorna-Malpensa.

For all the details click here.

While waiting for you Io Viaggio card, you can present your online purchase confirmation email to purchase a temporary travel pass, only at Trenord ticket offices [except for the annual Trenord pass and the monthly TrenoMilano pass].

You can also purchase a pass on your Io Viaggio card at Trenord ticket offices, ticket machines, the Trenord App, Intesa Sanpaolo, Unicredit, UBI Banca, or Banca Popolare di Milano ATMs (renewal only) and the Intesa Sanpaolo Home Banking service (renewal only).

Purchasing a Travel Pass

1. Enter your MyTrenord details or register [once registered, proceed to login];
2. You will be redirected to the Trenord e-Store, where you will see all of your electronic cards that you can add a travel pass too. Choose the electronic card where you want to add your travel pass [you can also load the pass onto cards registered to other people];
3. Follow the guided procedure and build your own travel pass;
4. Go to your shopping cart, check that all your travel data is correct and ‘Confirm’;
5. Proceed to payment. You can purchase your tickets by credit card [Visa, Mastercard and Maestro], PayPal or Satispay;
6. Activate your travel pass at a turnstile or ticket validator at the station selected during the purchase process. The travel pass must be activated within 5 days from the day after purchase, and must be activated on the first day the travel pass is used.

1-Click renewal

1. Enter your MyTrenord details or register [once registered, proceed to login];
2. You'll be redirected to the Trenord e-Store. Choose the electronic card where you want to renew your travel pass [you can also renew the pass on cards registered to other people];
3. Confirm the renewal of the last travel pass loaded onto that card;
4. Go to your shopping cart, check that all your travel data is correct and ‘Confirm’;
5. Proceed to payment. You can purchase your tickets by credit card [Visa, Mastercard and Maestro], PayPal or Satispay;
6. Activate your travel pass at a turnstile or ticket validator at the station selected during the purchase process. The travel pass must be activated within 5 days from the day after purchase, and must be activated on the first day the travel pass is used.

It is possible to buy a round trip in a single transaction, but there are no further benefits.

The Malpensa Family ticket has a fixed cost of € 33, and is not based on the distance travelled. So, it is convenient if you are travelling the full route [from Milan to Malpensa].

The Malpensa Family is a subsidised ticket, which allows a journey between any station in Milan served by the Malpensa Express [Milano Cadorna, Milano Centrale, Milano P.ta Garibaldi, Milano Bovisa] and Malpensa Airport, or vice versa - for 2 adults and 2 children (aged 4 to 17).

Do you have to change your ticket for your return journey aboard the Malpensa Express?

Follow these simple steps:

1. Log into your personal area and go to the "your travel tickets" section;
2. In the list of your tickets, next to the PNR and the Download button, on the right, there is the red "i" icon, if you go over it, an indication "Change return date" will appear;
3. Click on "i";
4. Choose the date and time of the new trip, using the calendar and the sliding bar;
5. Select the most comfortable train for your needs from the solutions proposed by clicking on the button "Select";
6. Finally, click on the "Confirm" button to complete the operation.

Simple, isn't it? Remember that you can only change the date and time of the return ticket, only as long as it is valid.

If a Trenord customer means a customer with a title from Milan to an intermediate location (other than Malpensa), the same can travel with titles:

• First class on the service departing from Milan Cadorna;
• First class and second class (where permitted by timetable) on the service departing from Milano Centrale.

For all the details click here.

If you have not received the confirmation email, log in to your account on malpensaexpress.it, trenord.it or App to check the availability of the ticket you purchased. It is possible that the email may be delayed for technical reasons.

If the ticket does not appear in your account and you still have not received the purchase confirmation email, but the payment appears to have been made, contact the Contact Center or the Online Assistance service.

If the ticket appears in your account, but you still did not receive the confirmation email and you need the invoice, contact the Contact Center or the Online Assistance service.

To purchase your single journey ticket online, proceed as follows:

1. Download the Trenord App for free on the Apple Store or Google Play, or go to the malpensaexpress.it or trenord.it websites. 
2. Choose the travel solution that best suits your needs.
3. At this point, if not already done, you will be asked to log in to the website or register  by providing some simple information.
4. Once these steps have been completed, you can proceed with the payment by credit/debit card (Visa, Mastercard and Maestro), PayPal or Satispay, or using the credit in your wallet, if you have topped it up with a Trenord Gift Card.
5. After purchasing, you can find the ticket in your account on the trenord.it and malpensaexpress.it mobile websites and the Trenord App. To use it, you need a dynamic QR Code, generated from 00:01 on the day of use.
6. During inspections, simply go to your account on trenord.it or the Wallet section of the App to show your ticket, clicking on the "Show QR code" button.

1. On the Trenord App, available for iOS and Android, there is a dedicated section in the purchasing area , where the most purchased routes and all the options, together with timetable details, can be found.

2. At this point, you will be asked to log in or register by providing some simple information.
3. Once these steps have been completed, you can proceed with the payment by credit/debit card (Visa, Mastercard and Maestro), PayPal or Satispay, or using the credit in your wallet, if you have topped it up with a Trenord Gift Card.
4. After purchasing, you can find the ticket in your account on the Trenord App. To use it, you need a dynamic QR Code, generated from 00:01 on the day of use.
5. During inspections, simply access the Wallet section of the App and show your ticket by clicking on the “Show QR Code” button.

The Malpensa Express ticket allows you to travel on trains that go to the airport. It does not allow you to travel around Milan or go to stations not used by the Malpensa Express.

The form, duly filled in and signed, can be sent in .Pdf, .tiff or .jpg format.