Hello Maya07Link opens in new window. The problem was not due to the flooding as we thought, it was probably due to a strike: https://www.italiaoggi.it/economia-e-politica/attualita/sciopero-22-settembre-2025-treni-taxi-e-mezzi-pubblici-fermi-in-tutta-italia-fasce-orarie-e-servizi-garantiti-aawda5j7Link opens in new window. This is different because Trenitalia is responsible, but I think that it is impossible to offer assistance in this situation. The only obligation in Italy is to offer a limited service at the peak times (18:00 - 21:00). The EU rules are the following: Where it is reasonably to be expected, either at departure or in the event of a missed connection or a cancellation, that arrival at the final destination under the transport contract will be subject to a delay of 60 minutes or more, the railway undertaking operating the delayed or cancelled service shall immediately offer the passenger the choice between one of the following options, and shall make the necessary arrangements: (a) reimbursement of the full cost of the ticket, under the conditions by which it was paid, for the part or parts of his or her journey not made and for the part or parts already made if the journey is no longer serving any purpose in relation to the passenger’s original travel plan, together with, when relevant, a return service to the first point of departure at the earliest opportunity; (b) continuation or re-routing, under comparable transport conditions, to the final destination at the earliest opportunity; © continuation or re-routing, under comparable transport conditions, to the final destination at a later date at the passenger’s convenience. Where, for the purposes of points (b) and © of paragraph 1, comparable re-routing is operated by the same railway undertaking or another undertaking is commissioned to perform the re-routing, this shall not generate additional costs to the passenger. This requirement also applies where the re-routing involves the use of transport of a higher service class and alternative modes of transport. Railway undertakings shall make reasonable efforts to avoid additional connections and to ensure that delay in the total travel time is as short as possible. Passengers shall not be downgraded to transport facilities of a lower class unless such facilities are the only re-routing means available. Without prejudice to paragraph 2, the railway undertaking may allow the passenger, at his or her request, to conclude contracts with other providers of transport services which enable the passenger to reach the final destination under comparable conditions, in which case the railway undertaking shall reimburse the passenger for the costs that he or she incurs. Where the available re-routing options are not communicated to the passenger within 100 minutes from the scheduled departure time of the delayed or cancelled service or the missed connection, the passenger shall be entitled to conclude such a contract with other providers of public transport services by rail, coach or bus. The railway undertaking shall reimburse the passenger for the necessary, appropriate and reasonable costs that he or she incurs. If you think that you could obtain a refund and/or to claim about the poor information in Switzerland, you can submit a complaint here: https://www.sbb.ch/en/help-and-contact/customer-service/praise-comments/claims-complaints.html Kind regards
Danhiel