Freccia Lounge — Local services in Rome

Dear Trenitalia

Please do something with your Customer Support! Queue on Ticket office for hours, only several windows working to support clients and what’s more important - people you seat to “welcome” your customers in Customer Support window are: not customer oriented, lack of any empathy and willingness to support you in your trouble.

We bought tickets 2h and 30 min prior flight to fiumincino airport, with transfer stop In trastevere (12244 train number).

on termini informational window there was no information on gate (problem of Termini, fully understandable) On gate (when we found it, running around places), we were informed that train got delayed 25 min and it’s still not fully completed (which was ruining our plans to be on place in time) Staff suggested take next train, which was ~40 min and was not suiting us, As we had chance to miss the plane.

So, we decided to take extra costs, bought straight 1 class direct train and I thought to get cash refund for 4 non used tickets.

U was advised by one of ticket assistants, That to receive cash back - you need to use “customer service / complaint” line and stand in a queue (taking ticket with number), which is next to main entrance of train station. I got I282 ticket, where on screen was only I252.

There was 1 lady at that moment of time, supporting everyone and I was waiting for her to be free to ask what should I do with tickets. I came to Marzio B. (Customer care service person), and ask for advice.

My answer was: “To speak with me you need to take number and only once your number on the screen, you’re allowed to be here (completely impolite with no emotions)” “I know, I’ve received number, but it will take me too long to wait and I have train just in 16 minutes” “Well, next time you need to come earlier to speak with me” “Is this customer service or robot I’m talking to? I’m telling you that my train is starting in 15 min and I need your advice”

..... on same moment in time another lady with correct number (i252) coming in and Marzio B. Is taking her number ticket with a word “give me this number and put in front of face of THIS STUPID MAN”

Then all my patience went off.

To summarize: Complete unprofessional behavior She does not have any right to abuse customer, even if customer is wrong Lack of solution at the end and lost 32 Euro on air

I would let situation with lack of information on screens about gate and fact that train got delayed / canceled go away, if not this person and “customer experience” from company side, which is completely...

Gli impiegati al desk sono, in generale, competenti e disponibili a permettere che il viaggiatore possa raggiungere il proprio obiettivo. In questo caso, tra gli altri, devono essere segnalati Aurora e Simone D. per la gentilezza e la disponibilità all’ascolto. Un capitolo a parte, invece, le policy aziendali di un’azienda (ferrovie dello Stato) che meriterebbe seriamente di essere rinnovata. Comprare un carnet di cinque biglietti in business-salottino e constatare che non ci sono posti disponibili per quella tipologia (ma eventualmente si può usare quel biglietto per una carrozza business, di fatto facendo un downgrade) anche facendo il biglietto con largo anticipo, ispira chi viaggia con una certa frequenza a non comprare il carnet, ma piuttosto il biglietto singolo. In questo modo evitando di investire del denaro per una tipologia di posto che difficilmente potrà utilizzare. Modeste le porzioni allo spazio-ristoro. Terribile arrivare al di fuori degli orari normalmente previsti per la preparazione dei cibi e scoprire vetrinette disadorne e vassoi vuoti. Se la scelta di cibi freschi e preparati al momento risulta assolutamente condivisibile, allo stesso modo non è accettabile pensare che una Lounge (degna di questo nome) non consenta ai viaggiatori di potersi rifocillare sempre indipendentemente dall’ora a cui arrivino. Basta, sul punto, avere a modello di ispirazione le Lounge aeroportuali. Per quanto riguarda, invece, il sistema informativo delle ferrovie dello Stato, limitatamente alla parte di prenotazione e vendita dei biglietti, esso è molto arretrato. Soprattutto se comparato con quello delle ferrovie dello Stato francesi. Comprare un biglietto e chiedere un posto nel “senso di marcia“, quando non suscita l’ilarità dell’impiegato, innesca una catena di scuse (non richieste) relative al fatto che le nostre ferrovie non ritengono di fondamentale importanza assicurare al viaggiatore il livello minimo di comfort derivante non solo da comode sedute ma anche dallo scegliere il proprio posto secondo il proprio desiderio. Sul punto le ferrovie dello Stato meritano una bocciatura...

First of all, our train was somehow cancelled and we weren’t even notified. We had an executive class ticket so we asked at the lounge since our ticket includes access to it. The lady there assumed that we didn’t understand what a lounge is and said, “This is a private lounge!” which offended us. Later, we needed help but she stared at us making us uncomfortable. Terrible customer service! But, there was one kind lady at the lounge who was really nice to others and I witnessed her work super hard filling up the snacks but overall, all the other staff members were rude and...