During 2023, Italo continued its technological transformation process, which was designed to support the company’s business strategies and considered it of fundamental importance to offer technologically advanced and cutting-edge services. In 2023, in order to ensure continuous improvement of service quality for our customers, a project was launched to decouple sales channels from back-end systems (detachment flow), above all with regard to the reservation system. Italo has also developed a “combined ticketing” platform, aimed at selling combined Italo and regional and intercity train tickets. The customer with a single purchase can, for instance, find possible connections between a regional train and the Italo high-speed train and purchase two separate tickets with a single transaction. The service was developed on the italotreno.it web portal, mobile app and the application used by travel agencies.In 2023, the graphics on the mobile web portal were revamped to facilitate the purchasing process and the customer experience, while new features were added to the travel agency portal to facilitate corporate customer management.

In Italo’s ability to adapt our offering to passengers’ needs, accessibility plays an important role to ensure the best possible travel experience also for people with reduced mobility (PRM), including by offering special assistance tailored to meet passengers’ various needs.
Italo ensures that all trains that compose its fleet are built in accordance with the technical specifications for rolling stock interoperability, referred to in Regulation (CE) 1371/2007 (replaced as of June 7, 2023 by Regulation (CE) No. 782/2021) and to other regulations protecting the right to personal mobility related to the right of access to the physical environment and transportation.
Two spaces for wheelchair users are provided on all trains located in proximity to the toilets for people with disabilities and near the snack area, where vending machines are designed to be easily accessible. In addition to specific spaces for wheelchairs, seating is also provided with priority assigned to the elderly, disabled, pregnant women, and injured persons.
All on-board toilets and seats are equipped with acoustic and Braille signage for the visually impaired.
The train manager is the company figure in charge of assisting passengers with reduced mobility during the journey,

Via an integrated system, Italo connects numerous destinations to its network, also connecting cities that are not directly served by High Speed Rail and offering comprehensive solutions for travelers through integration with other carriers.
High-speed train tickets can now be purchased with those of other operators in a single transaction, quickly and easily with the clear aim of facilitating travel purchase and offering a choice that covers most of the country.
Due to its continued commitment to promoting integrated mobility, Italo further expanded its network in 2023 in continuity with the activities and projects launched in previous years.
Connections have been strengthened with regional and intercity rail transport and the ferry network to the islands.
During 2023, Italo also took a significant step with the acquisition of the company Itabus, which, with 100 MAN buses of the latest generation, offers quality service in the road passenger transport sector developing the urban micromobility and integrated mobility network and offering a wide choice to passengers, purchasable from a single multimodal platform and with the convenience of a single ticket.