REFUNDS

TICKET refund*

The refund will be in full (even with validated tickets, if Malpensa Express staff are informed at the time) in the following cases:

• Train cancellation;
• Delay of more than 60 minutes;
• Strike (must be filed within 48 hours);
• Public Authority order ;
• Lack of authorisation to transport a bicycle (after informing Trenord staff);
• Lack of authorisation to transport a bicycle (after informing Trenord staff);
• Fare adjustment (within 3 months following the end of the document's validity).

The refund will be partial (even with validated tickets, if Malpensa Express staff are informed at the time) in the following cases:

• Partial use of the route.

* In the case of multi-journey tickets that are partially or totally unused, a refund will be made for the value of the individual trip in the same way as above.

Refund of the TRAVEL PASS

Full refund of the weekly travel pass (not validated or before the start of the validity period) in the following cases:

** MONTHLY PASS refund calculations will be based on 1/30th of the pass price per valid day remaining from the day of disruption; ANNUAL PASS refunds will be calculated based on 1/12th of the pass price per full month not used.

Delay compensation for passengers with a TICKET

Compensation can only be requested if the ticket has not already been reimbursed. Compensation in case of delay is determined as follows:

• 25% of the price of the ticket in the case of a delay between 60 and 119 minutes;

• 50% of the price of the ticket in the case of a delay equal to or longer than 120 minutes.

NOTE:
No compensation of amounts less than € 4.00 will be recognised. The reimbursement of the ticket price is carried out within one month of filing the related request.

Delay compensation for passengers with a PASS 

In the event that passengers in possession of a travel pass are forced to undergo a succession of delays and/or cancellations due also to causes not attributable (force majeure) to Trenord, during the period of validity of the pass, they can make a compensation request as follows: 

For travellers with an annual pass, the same measures apply as with the monthly pass: The compensation will be recognised for the individual months in which the cancellation and delay events occur and for which the compensation request is made.

Malpensa Express PRINTED annual pass

The traveller may request the issue of a duplicate pass (for a fee) for the remaining period of use, preferably at the ticket office that originally issued the subscription.

No reimbursement is made for tickets purchased in the meantime.

NOTE:
No refunds for travel documents on an anonymous electronic MY LINK card.

Passes on the IO VIAGGIO/ITINERO electronic card

After the appropriate checks by Trenord, the traveller can request a new card with Customer Care, a My Link Point or in ticket offices, which will issue a duplicate with the remainder of the valid subscription.

In case of theft or loss, the operation is subject to a fee, whilst in the case of the card malfunctioning, it is replaced free of charge.

No reimbursement is made for tickets purchased in the meantime. In the case of theft, a request for a new card must be accompanied by a report to the Public Authority.

In other cases, the request for a new card must be accompanied by a self-certification attesting to the event.