Frequently asked questions
If you can’t find the answer you’re looking for, email us at primo@italiapass.com or call an Italia-brands traveler experience agent toll-free at 1 (877) 375-7245.
General membership FAQ
How long does my membership last?
Your membership lasts one year from the date of purchase. You can redeem your RailAid protection at any time within the year of your membership; this non-transferable benefit applies only to the primary ItaliaPass member and coverage begins on the date of your first rail trip. Your Italy Magazine Premium Membership expires one year after the date of your ItaliaPass purchase.
Is ItaliaPass Primo available to travel agents?
ItaliaPass memberships are not available to travel agents or others working with multiple clients. We designed the ItaliaPass membership benefits program specifically for travelers rather than their agents.
What if my plans change or I change my mind?
Our promise is that you’ll be delighted with your ItaliaPass membership and will get a lot of value and enjoyment from it. However, if your travel plans change or you change your mind about your membership, we’ll issue you a full refund for the purchase price up to one year after purchase, less any redeemed benefits.
How will I be identified as a member when contacting primo@italiapass.com?
Our team will easily identify you as an ItaliaPass member by your email address. This allows us to provide tailored support and assistance to our valued ItaliaPass members efficiently.
However, please note that at this time, you will not be able to log in to the ItaliaPass App and be identified as Primo member within it. We are continuously working on enhancing our services, and we appreciate your understanding as we strive to improve the overall member experience.
If I have more questions who can I contact?
We’d love to hear from you and answer any additional questions you may have. Email us at primo@italiapass.com.
Benefit redemption FAQ
How do I receive my rapid refunds on rail, tours, and car rentals?
It’s easy to get your refunds. For bookings made on ItaliaRail or ItaliaTours (applicable to tours only, not transfers) your refund will be automatically processed within 2 business days. For ItaliaDrive simply complete your booking and forward your booking confirmation to your dedicated Italy Experience Specialist, who will promptly issue the designated refund to your credit card.
How can I use my free priority-access ticket to the Colosseum, Roman Forum and Palatine Hill?
Your free ticket can be redeemed by going to the link provided in your ItaliaPass membership welcome email and applying the promo code also provided in your welcome email.
The promo code is valid for one free ticket only, one free ticket code can be used per ticket order, cannot be combined with other offers, up to 3 additional tickets can be purchased in the same order at the regular price.
Can I split my refunds on rail and tours between different purchases?
We’ll deduct your ItaliaRail refund of $50 and your ItaliaTours refund of $100 entirely from your initial purchase of $50 or more at ItaliaRail and $100 or more at ItaliaTours (applicable to tours only). Please note, we cannot divide these refunds into smaller portions or distribute them across multiple purchases.
If your first purchase amount is less than the total refund, no credit for the remaining balance will be issued.
Can I combine my refunds with other offers?
Your ItaliaPass membership refunds cannot be combined with other offers.
What if more than one member is included in the same purchase?
The ItaliaRail refund of $50 and the ItaliaTours refund of $100 apply once to each member, so if more than one ItaliaPass member is included in the same purchase, each member can claim their refund on that same purchase.
However, if the total purchase price is less than the total of the refunds claimed, no credit will be issued for the difference.
The subsequent $5 refund on train tickets and 10% refund for tour purchases are issued per purchase, not per member. (For example, if more than one member is included in a subsequent rail ticket purchase, the refund is $5 on the overall purchase, not $5 per member).
How do I access wholesale pricing on hotels?
We partner with a broad network of the most popular hotels in Italy. Contact your dedicated Italy Experience Specialist, who will work with you directly to get you wholesale pricing on hotel stays.
Can I book my hotels first and then request a refund for the difference with wholesale pricing?
In order to secure your exclusive wholesale pricing, please contact your Italy Experience Specialist for assistance in booking your hotels. This will ensure you receive the best pricing available. We are unable to issue refunds for the wholesale pricing difference on hotels you have already booked on your own.
Who and what is covered under the RailAid protection plan?
RailAid benefits apply to the primary ItaliaPass member and one additional traveler. These benefits can be used for all orders placed with ItaliaRail within the membership period, but only within a single request. View more information about program coverage here. (Please note: the 3-month Italy Magazine Premium Membership benefit does not apply to ItaliaPass members; this benefit is included when RailAid is purchased on its own.) You can redeem your RailAid benefits here.
How do I find the ItaliaPass Lounge?
The ItaliaPass Lounge is located at the start of Track 25 in Rome’s Termini Station.
To reach the lounge from the main hall on the Piazza dei Cinqucento, walk all the way along the tracks to the right until you see the start of Track 25. The lounge is to the right, opposite Track 25 and near Tracks 26-29.
Please see a map to locate the lounge here.
If I am not going to use one of my benefits can I exchange it for another?
Unused ItaliaPass benefits cannot be exchanged for other benefits. Each benefit is fixed and cannot be substituted or swapped for a different one.