To obtain compensation for the monthly subscription by the end of the month following the publication of the reliability index, the traveller must submit a written request to Ferrotramviaria, attaching the original subscription and a copy of their identity document.

If the subscription is loaded on the “E-VIA card,” the traveller must provide the identification number of the ticket.

In case of sending via Postal Service, the date stamp of the accepting Post Office will be the proof of the submission.

In case of irregular services, due to non-fulfilment attributable to Ferrotramviaria, compensation is recognized for monthly subscribers for each month if the reliability index published on the website is less than or equal to 90%. This will be equal to 10% of the cost of the monthly subscition/ticket. 

Within 30 days of receiving the request for compensation, after further verification and acceptance of the request, the Company will proceed to send a communication regarding the recognition or non-recognition of the compensation to the address or email specified.

Compensation is made via the issuance of a bonus that can be used when renewing the monthly subscription.

Refunds are made in cash when specifically requested by the traveller.

Compensation for delays is not recognized:

• to holders of free tickets.
• for subscriptions for the Bari Centrale-Corato and Bari Centrale-Cecilia routes that do not have a reliability index equal to or lower than 90%.
• for missed or irregular services due to ‘force majeure’, such as natural disasters, weather events, vehicle unforeseen issues, strikes, road closures, or, in any case, for reasons not attributable to the Company.