Oscar ************************
Zurich / Milan, August 1st, 2025
TO THE ATTENTION OF THE SBB CFF FFS / TRENITALIA CUSTOMER SERVICE
Dear SBB CFF FFS / Trenitalia Customer Service,
My name is Oscar — I am a graphic designer, advertiser, and writer of Italian-Argentine origin, currently living in Brazil.
First and foremost, I would like to express my appreciation and gratitude in advance for the excellent service that this renowned company offers to its users. My family and I recently traveled through Italy, where I had the honor of launching a book and receiving an official tribute, in recognition of the research I have been dedicated to over the past decades.
That said, I regret to inform you that, unfortunately, on the last day of our trip, I had some personal belongings stolen while traveling on board one of your trains. Among the items taken was what I consider most valuable: a MacBook laptop — my main work tool, which contained important files and documents.
On Tuesday, July 29th, 2025, I traveled with my family on EuroCity train EC 37, departing from Zurich at 10:33 a.m. and arriving in Milan at 1:50 p.m. We were in First Class, Car 11, Seats 24, 25, and 26. I was the last passenger to leave the carriage, as I stayed behind briefly to take some photographs for my upcoming work.
After leaving the carriage, I met up with my family, we took a few more pictures on the platform, and then proceeded toward the station exit. Approximately five minutes after disembarking, while still inside the main hall of Milano Centrale, I realized I had forgotten my grey backpack in the overhead compartment of the train. I immediately returned to the platform, but the train was no longer there.
I went straight to the police station inside the terminal, and thanks to the cooperation of the local police, we learned that the train had already been moved to the rail depot for cleaning and/or maintenance, with no other passengers on board. Through direct contact with the depot staff, the police were able to retrieve the backpack and return it to me. However, the bag had been tampered with, and upon reviewing its contents, I discovered that valuable items were missing, including:
- A 13″ MacBook Air, Midnight color.
According to the attached police report, the backpack was found on Seat 55.
Given that this incident occurred within a very short period of time, onboard the train under the responsibility of your company, and considering that — according to both accounts and evidence — the train did not serve any other passengers during that interval, and that trains are equipped with onboard surveillance cameras, I respectfully request a thorough investigation of this serious occurrence, which undermines the excellence of the services for which your company is known.
I also formally request the return of the stolen items and/or appropriate financial compensation for the theft suffered — both for the value of the electronic equipment and the cash that was taken.
I reach out to you because I see in this unfortunate event an opportunity for your company to uphold the values and respect for users that are prominently featured in your communications and marketing. If I may say so, this could serve as an excellent opportunity to improve internal processes and safeguard the company’s public image in an exemplary manner.
I hereby attach a copy of the official police report, identification documents, and photographs that support the facts described above.
I thank you in advance for your attention and look forward to receiving a formal response and a satisfactory resolution to this matter.
OSCAR
ADMIN: We hid your personal information and photos due to data protection guidelines.