The Service Charter is drafted in accordance with the following legal provisions:

• Directive of the President of the Council of Ministers dated January 27, 1994, "Principles on the provision of public services."
• Decree of the President of the Council of Ministers dated December 30, 1998, "General framework for the preparation of the Public Service Charter in the Transport Sector (Mobility Charter)."
• Law 281 of July 30, 1998, "Regulation of the rights and duties of consumers and users."
• Regulation (EC) No. 1371 of the European Parliament and of the Council of October 23, 2007, "Rights and obligations of passengers in railway transport."
• CIVIT Resolution No. 88/2010 "Guidelines for the definition of quality standards."
• Legislative Decree 50 of April 24, 2017 – Title IV Chapter I "Measures in the transport and infrastructure sector."
• ART Resolution No. 16/2018 "Minimum quality conditions for national and local passenger rail transport services, characterized by public service obligations, pursuant to Article 37, paragraph 2, letter d), of the decree-law of December 6, 2011, No. 201, converted, with amendments, by law December 22, 2011, No. 214."
• ART Resolution No. 106/2018 "Measures concerning the minimum content of the specific rights that users of public service rail transport services can demand from the service and railway infrastructure operators."
• ART Resolution No. 28/2021 "Measures concerning the minimum content of the specific rights that users of railway and bus transport services can demand from the service operators and related infrastructure regarding the handling of complaints."
• Service Contract signed with the Puglia Regional Assembly, regulating the relationship between the Puglian Region and Ferrotramviaria regarding quantity and quality of services provided.

The Service Charter is an important tool for dialogue between the Company and its Customers. This document, produced annually, is designed for the purpose of:

• Illustrating the commitments, the Company makes to improve its services, allowing Customers to verify the quality against the stated objectives and to express their level of satisfaction.
• Presenting quality indicators that measure the main features/characteristics of the service for the reference year.
• Providing clear and comprehensive news and information so that Customers can make informed use of the transport service.

The Service Charter of the Ferrovie del Nord Barese is available:

• In ‘extract’ printed format (both in Italian and English), at the ticket offices of the railway stations and stops and at external sales points authorized to issue travel tickets.
• In printed format, full version, upon request by the interested party, at Ferrotramviaria SpA  Piazza Aldo Moro 50/B – 70122 BARI.
• In electronic format, full version, on the company website https://www.ferrovienordbarese.it  by downloading the attachment.

CULTURE AND STRATEGIC VISION

Ferrotramviaria S.p.A. pursues excellence by positioning itself as a benchmark for quality, reliability, and innovation within the Italian and Apulian railway sector. In a rapidly evolving context, the Company drives its development through sustainable and digitally advanced growth, enhancing the integration of processes, people, and technologies. This strategic approach is aimed at ensuring efficiency, consistency, and continuous improvement across all areas of its operations.

MISSION

What we do today and how we do it.

The Ferrotramviaria Group operates in the integrated mobility sector with the responsibility of delivering safe, reliable, and high-quality rail and road transport services, making a tangible contribution to the economic, social, and infrastructural development of the territories in which it operates.

With over eighty years of experience, the Group preserves and enhances a heritage built over time, consisting of infrastructure, technical expertise, professional skills, and strong relationships with local communities. Safety, service continuity, and attention to passengers are placed at the core of its activities.

Through ongoing investments, technological innovation, and integration across different modes of transport, Ferrotramviaria promotes efficient, accessible, and modern mobility, capable of meeting the needs of citizens, businesses, and institutions, while adhering to principles of environmental sustainability, social responsibility, and industrial solidity.

VISION

Where we aim to go and the impact we seek to create.

The Ferrotramviaria Group aspires to be a recognized leader within the national sustainable mobility system, capable of supporting the evolution of territories through integrated, innovative, and long-term transport solutions.

The Group’s vision is to contribute to balanced and lasting development by fostering the transition toward low environmental impact mobility models, continuously improving service quality, and adopting technologies that make public transport increasingly efficient, safe, and responsive to people’s needs.

In this perspective, Ferrotramviaria aims to be a reliable partner for institutions and a reference point for communities, combining industrial growth, innovation, and the protection of future generations.

CORE VALUES

Ferrotramviaria bases its activities on values that guide both individual and collective behavior. These include:

• Trust and Respect: toward people, processes, and diversity.
• Awareness and Participation: recognizing the value of each individual in the organization’s growth.
• Sharing and Transparency: timely communication of information and objectives.

Responsibility and Innovation: continuous commitment to safety, environmental protection, and ongoing improvement

This current Service Charter was updated on March 31st, 2026, and remains valid until the publication of the next review.

To consult the current Service Charter, you can download the attachment at the bottom of the page.

Any changes to the information contained in it will be promptly communicated to customers through the appropriate information channels.