I don't usually write reviews and if I do, it's usually because something was good. However, I am so angry right now that I hope to save someone else the frustration.I booked several difference train tickets with Italiarail. Yes, booking was simple. However, when you go to checkout, they automatically add the railaid insurance advertising "free trip cancellation/changes, VIP lounge access and many other benefits." You get no other info until after you pay. Then you get an email telling you all about the insurance, including the fact that you can only make those changes or cancellations for up to 48 hours after your purchase. That's right, "48 hours after your purchase" NOT "up to 48 before your trip." When I saw this I immediately tried to cancel the railaid with no response from Italiarail. I then decided I'd like to change my departure time to a few hours earlier on the very same day (which by the way is 3 months away!)I made this request and 2 others well within the 48 hour time frame. I contacted them and asked if I could do this. Myrna responded and asked what time I'd like to change it to. I replied. No answer. I inquired again. No answer. Finally, I got an email from them giving me a link to go to request the change. By this time, it's past the 48 hours. I explained the circumstances ad nauseam explaining that I had indeed made the requests withing the 48 hours, etc. Briana kept responding with her canned answer of "you didn't make the request within 48 hours as "clearly" stipulated in the agreement" (the agreement I received after the purchase) Customer service is some of the worst I've ever seen. The inflexibility is unbelievable especially for a simple 3 hour time change 3 months in advance!!
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