For reports and complaints about public services
A complaint refers to any communication from a traveler/user/citizen aimed at highlighting the lack or inefficiency of a service managed by Grandi Stazioni Rail.
The complete list of areas of responsibility and services offered is available in the Service Charter published on the institutional website www.grandistazioni.it.
The company manages complaints from travelers in accordance with ART Resolution No. 28/2021 and in compliance with Regulation (EU) 782/2021, and, more generally, from citizens and station users.
For complaints related to commercial services (paid restrooms, luggage storage, shops, food and beverage, advertising information), you can directly contact Grandi Stazioni Retail SpA (www.gsretail.it – info@gsretail.it), which manages the provision of these services within the station properties.
Starting from October 1, 2023, complaints related to parking adjacent to the main Italian stations must be submitted to the company responsible for their operational management, Metropark S.p.A. (www.metropark.it), through the complaint channels provided by them.
Users can submit reports and complaints directly through the dedicated web form, which is also optimized for mobile devices, and other channels indicated in the Service Charter. All reports are managed as quickly as possible, and personal data provided is processed in accordance with European Regulation No. 679/2016.
Please note
Under Regulation (EU) 782/2021, regarding passenger rights and obligations, if 30 days have passed since submitting a report to Grandi Stazioni Rail, you can contact the Transport Regulatory Authority through the Telecommunication Complaint Acquisition System (SiTe) available on the website www.autorita-trasporti.it, or by filling out specific forms to be sent via certified email to pec@pec.autorita-trasporti.it or via email (art@autorita-trasporti.it).
For more information about methods, terms, and conditions for submitting complaints to the Authority, please consult the website www.autorita-trasporti.it.
For complaints related to travel services (e.g., ticket purchase, train onboard services, travel times, etc.), you need to contact the Railway Company you chose to travel with.
Reports not related to the areas mentioned above cannot be processed.