FAQ

If you have concerns or are looking for more information about our services, read below our professionals’ answers to frequently asked questions. If you need more assistance please fill out the form on the Contact page.

Currency

Travel

Payments

Customer care

Is it possible to increase or decrease the amount of currency I have reserved?

Of course, you can always change your reservation. In order to change your reservation, log in to your personal area and proceed to make the change.

They have changed my destination: I no longer need the currency I booked, but another one. How can I proceed?

Proceed to change your reservation directly from your personal area on our website, before the day of currency withdrawal.

I have already booked, but I want to add buy-back service. How do I proceed?

Enter your personal area, on our website, and change the reservation you have made.

If I don't leave, what happens?

With Forexchange you pay no penalty-you just have to cancel the reservation in your personal area before departure. Purchase the buy-back service and you will always have the protection you need.

If I still have currency when I return, can I change it to another currency that is not Euro?

You can go to one of our agencies and change your currency: to find out the agency nearest you click here. Purchase the buy-back service and change your currency at no cost.

I made a mistake in entering my information in the booking process. How can I change them?

No problem: by logging into your personal area you can change your information at any time.

What documents are needed when withdrawing currency?

In order to withdraw currency, you will need to bring a valid ID and your Social Security Number.

Can I change the pickup location?

You can change the pickup location up to 48 hours before the pickup date by simply logging into your personal area and changing the reservation you made.

Otherwise, you can contact our toll-free number: 800305357.

I want to add one night to my stay. Who should I contact?

Access your personal area on our website and click on “Edit my reservation,” or call our toll-free number: 800305357.

What do I need to do to apply for a train refund?

To request a ticket refund you will have to follow the normal procedures provided by Trenitalia or Italo.

What documents should I take with me on the train trip?

Remember to bring a hard or digital copy of the purchased ticket with you.

What documents should I take with me on the plane trip?

You will need to bring your purchased airline ticket and a valid ID with you. If traveling outside Europe by air, you will need to present a valid Passport and apply for any visas to enter the country.