Quality of service

Satisfying our customers is a vital goal for Italo, together with our everyday commitment to guarantee strict quality and safety standards on board trains and in stations.

Italo adopts a system of quality control of its service level, also through the involvement of customers and employees, by means of:

customer satisfaction surveys;
on-board tutoring and education programmes to support the crew;
auditing programmes for internal controls;
reporting activities.

In addition to an efficient customer care service, Italo has designed a specific monitoring activity of the quality perceived by passengers on board through a Customer Satisfaction survey aimed at monitoring and controlling the quality provided.

In 2024, Italo continued its technological transformation process, which had been initiated in recent years and is focused on innovation and automation of processes.

For example, in 2024, the "combined ticketing" project was completed, enabling sales channels to manage combined travel offers between Italo tickets and tickets for regional or Intercity trains, or even tickets for other non-rail carriers.

With the aim of improving the quality of the service offered to customers, a multi-year project was launched to renew onboard train systems, providing better Internet connectivity through the introduction of 5G.

During 2024, the IT function organized a series of thematic events, the Innovation Days, aimed at spreading technological innovation topics within Italo (such as Artificial Intelligence or Data Intelligence) through the participation of industry experts or university professors.

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.