Frequently asked questions

Have questions?  Check out our frequently asked questions below.  If you can’t find the answer you’re looking for, contact us at [email protected].

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 Primo 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 Primo purchase.

It’s easy to get your rapid refunds. Simply complete your bookings on our dedicated websites (ItaliaRail, ItaliaTours, and ItaliaDrive) and forward your booking confirmation to your dedicated Italy Experience Specialist, who will promptly issue the designated refund to your credit card.

Your free ticket can be redeemed by going to the link provided in your ItaliaPass Primo 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.

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.

Your ItaliaPass Primo rapid refunds cannot be combined with other offers.

The ItaliaRail refund of $50 and the ItaliaTours refund of $100 apply once to each member, so if more than one ItaliaPass Primo 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).

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.

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.

You can use all of your benefits yourself, or transfer any unused benefits to whoever you choose (with the exception of RailAid and Italy Magazine, which are non-transferable). The $50 rail and $100 tour rapid refunds on first purchases are one-time use per one-year membership. The $5 rail refund and 10% tour refund on subsequent purchases are unlimited within the one-year membership period and can be shared unlimited times. Hotel and car rental benefits can also be shared unlimited times within your membership period. Simply contact your dedicated Italy Experience Specialist to share your benefits.

Read more about the eSIM included with your ItaliaPass Primo purchase and how to install it here.

ItaliaPass Primo is not available to travel agents or others working with multiple clients. We designed the ItaliaPass Primo benefits program specifically for travelers rather than their agents.

Our promise is that you’ll be delighted with your ItaliaPass Primo 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.

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.

Our team will easily identify you as an ItaliaPass Primo member by your email address. This allows us to provide tailored support and assistance to our valued Primo 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.

Unused ItaliaPass Primo benefits cannot be exchanged for other benefits. Each benefit is fixed and cannot be substituted or swapped for a different one.

We’d love to hear from you and answer any additional questions you may have. Email us at [email protected].