TrenItalia review: Unable to email complaint despite email addresses on website

Please see my travel tickets purchased to travel on the 5th /6th of August 2026.
We had to travel home from sicily following the advice of our doctors due to my husband having undergone major artery surgery.
We chose to travel 1st class from catania to milan centrale on your sleeper coach.
Having purchased these tickets i can only say that our experience documented by your on board conductor was less than 3rd class travel.
We were moved from coach to coach because of air conditioning issues. Promised it would be resolved in messina. It was not.
We were allocated to a coach where the air conditioning barely worked for the whole journey. what was meant to be a 16 hour journey took 20 hours. Some of the time the toilet facilities were closed off and when they were operational they were less than first class.
We were given water which was not cold and chocolate snacks which were melted by the heat.
This part of the journey was meant to be the easy part for my husband so he could lay down when needed. It was not easy. Very uncomfortable and frankly one of the worst experiences possible . To cap it off when i returned to the uk i had to seek medical assistance because i was covered in bites (photo attached) which my doctor considers came from the unclean un air conditioned cabin we had to travel in. Subsequently followed by a further delay on our train from milan to paris .
My anger and frustration is that after all this trying to navigate your websites to seek compensation and reimbursement for this ordeal is made deliberately complicated so that the user gives in and does not persue a refund.
I am emailing to basically inform you that i feel justified in requesting a full refund on both my journeys and request this be processed urgently without the need for form filling. Our conductor can confirm the conditions we travelled in and was sadly so disappointed for us and embarrassed for your company.
Our tickets were purchased at the travel agent in canicatti using our virgin money card number [protected].
I was examined at my local doctors surgery and can provide a letter about the examination if required. This will be chargeable to yourself and i will seek reimbursement for it if needed.
I look forward to receiving your reimbursement in due course.
Rosa Hawkins

Sent from Outlook for Android
From: Rosa hawkins
Sent: Thursday, 30 July 2026 16:47:48
To: David Paul Hawkins
Subject: Fw: Il Tuo Biglietto Trenitalia

Sent from Outlook for Android
From: Agenzia Viaggi Galviatur
Sent: Thursday, 30 July 2026 17:46:43
To: [protected]@hotmail.co.uk
Subject: I: Il Tuo Biglietto Trenitalia

Da: Trenitalia
Inviato: giovedì 30 luglio 2026 17:39
A: agenzia.[protected]@hotmail.it
Oggetto: Il Tuo Biglietto Trenitalia

Logo Trenitalia
Frecciarossa 9296 del 05/08/2026
Milano Centrale (15:53) - Paris-Gare-De-Lyon (22:36)
Passeggero ROSA MARIA HAWKINS
Carrozza/Posto 6/6B
PNR CL356N
Offerta/Servizio Serenità/Standard Allegro
Consegna del biglietto Biglietto Elettronico
Importo Eur 135.00
Codice Cambio Prenotazione (CP) 197401
Codice Biglietto [protected]
Acquirente
Per viaggiare é obbligatorio mostrare al personale di bordo il barcode presente sul pdf (o sull'app)
Frecciarossa 9296 del 05/08/2026
Milano Centrale (15:53) - Paris-Gare-De-Lyon (22:36)
Passeggero DAVID PAUL HAWKINS
Carrozza/Posto 6/7B
PNR CL356N
Offerta/Servizio Serenità/Standard Allegro
Consegna del biglietto Biglietto Elettronico
Importo Eur 135.00
Codice Cambio Prenotazione (CP) 197402
Codice Biglietto [protected]
Acquirente
Per viaggiare é obbligatorio mostrare al personale di bordo il barcode presente sul pdf (o sull'app)
Per visualizzare i Barcode con i dettagli del viaggio, effettuare Check-in o gestire il tuo biglietto
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Per assistenza chiama il call center Trenitalia al numero 892021 oppure al numero 063000 (verifica il costo).
* I punti saranno accreditati dopo il viaggio

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