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Find out in which cases a full or partial refund of your Malpensa Express ticket can be expected, and follow the procedure to apply for it.


Refund due to a reason attributable to the Malpensa Express service

For travel documents (even if validated), the reimbursement is granted provided that the failure to use them is notified to Malpensa Express staff.

In the case of closed ticket offices, the request must be presented in writing to the TRENORD Refund Office within 72 hours of the event that prevented the trip, attaching the original ticket.

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Refund through delay compensation

A passenger with a one-way ticket/multi-journey ticket/pass can claim compensation in the event of a delay, whether at the departure point or the destination.

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Refund for theft, loss or deterioration

In the event of the theft, loss or deterioration of printed passes, with the exception of annual subscriptions, no refund will be made. If the pass is downloaded onto an electronic card, it can be reloaded onto a new electronic card, subject to verification. In the case of theft, loss or deterioration of the receipt for the pass top-up loaded onto the card, please contact Trenord Customer Care.

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  • First download and fill out the form in full:

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  • After filling out the form, send it to Trenord, indicating the order number and the corresponding PNR, through one of the following channels:

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    by writing to Trenord S.r.l. - Ufficio Rimborsi, Piazzale Cadorna 14 - 20123 Milan*

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    at ticket offices and Trenord My Link Points


    * in this case, a copy of the identity document must be attached

For tickets purchased online you can request a refund directly from the Trenord website by following the guided procedure. You'll need to have your order number and PNR code with you.

For tickets purchased at other points of sale, you must fill in the complaint form, which needs to be accompanied by the original ticket. The application can be sent to Trenord ticket offices, to ‘My Link Point’ Customer Care or by mail to the address ‘Trenord - Ufficio Rimborsi - c/o Stazione Cadorna Pal. Movimento P.le Cadorna 20123 Milano’.

The refund is made in two ways: a) In cash at the Trenord ticket offices or at a ‘My Link Point’. b) By bank transfer.

The refund can only be acquired:

  • In a Trenord Customer Care ‘My Link Point’ for tickets loaded onto an electronic card;
  • In Trenord ticket offices when it is possible to verify the circumstances justifying the request.

Outside of these cases, the waiting time is a maximum of 30 days following the completion and submission of the corresponding form at ticket offices, a My Link Point or through the Trenord website (only for tickets purchased online or through the App).

  • Tickets and passes on paper (excluding annual tickets) declared lost, destroyed or stolen;
  • Tickets and passes purchased at a promotional rate (Discovery Train, Bicycle Pass, etc.);
  • Tickets and passes at supra-regional rates;
  • One-way tickets and Malpensa Express carnets (for the passenger's own use);
  • Tickets and passes of other operators valid on Trenord services;
  • Single tickets and carnets loaded onto MY LINK CARD.