In case of irregular services, due to non-fulfilments attributable to Ferrotramviaria, where a delay in arrival at the final destination of the journey greater than 60 minutes is foreseeable, if the Customer has not requested a refund according to the rules reported in the specific chapter and has continued the journey to the final destination, as soon as possible, with any substitute bus services provided or with the first useful service, or by following an alternative route without paying the possible price difference, in accordance with Regulation CE N. 782/2021, compensation for delay is recognized as:

• 25% of the price of the simple journey ticket for a delay between 60 and 119 minutes.
• 50% of the price of the simple journey ticket for a delay equal to or greater than 120 minutes.

To obtain compensation, the ticket must be validated not only at the place of departure but also at the place of arrival. 

For subscription/season ticket holders, compensation is calculated, in the percentages specified above, with respect to the daily share of the full subscription price.

To obtain compensation the Customer, within 3 months following the event that generated the request for compensation in the case of a single-journey ticket, must submit a written request to Ferrotramviaria, accompanied by the copy of the ticket and the copy of the identity document.

In the case of a ticket purchased online or through the “Ferrotranviaria SpA” App and subscription loaded on the “E-VIA card,” the identification number of the ticket  must be indicated. Furthermore, the customer must declare the day, place, time, and the line subject to the delay.

If sent by Postal Service, the date stamp of the accepting Post Office will stand as proof of submission.

Within 30 days from the date of receipt of the compensation request, after proceeding with the necessary checks and accepting the request, the Company will send a notification for the withdrawal of the monetary compensation to the residence or email address indicated by the requester. A notification will also be sent in the event of non-recognition/refusal.

Compensation for delays is not recognized:

• to holders of free tickets.
• to holders of tickets and subscriptions at a promotional rate.
• 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.
• if the Customer was adequately informed of the delay at the time of ticket purchase.
• if the delay in the expected arrival time by continuing the journey on a different service or according to an alternative route remains less than 60 minutes.
• if the amount is less than 4 Euros.