INDENNIZZO IN CASO DI MANCATA RISPOSTA ENTRO I TERMINI PREVISTI DALLA DELIBERA ART N. 28-2021
For all complaints that require a response, the Company will address the parties in writing, responding within a period not exceeding 30 days from the date of receipt of the complaint or, in justified cases, within 3 months. If these terms elapse in vain, the Customer can submit the complaint to the Transport Regulation Authority or may use extrajudicial dispute resolution procedures.
Furthermore, after ninety days without a response to the complaint from the Company, an automatic compensation in favour of the customer is provided.
In fact, the user is entitled to receive automatic compensation proportional to the price of the travel document/subscription purchased, not less than:
- 10% in the case of a response provided between the ninety-first and one hundred twentieth day from the receipt of the complaint.
- 20% in the case of no response provided within the one hundred twentieth day from the receipt of the complaint.
To request compensation, for the reasons mentioned above, the traveller must submit a written request to Ferrotramviaria within 48 hours following the event that generated the request for compensation. This request must include the original validated ticket and a copy of the traveller’s identification document.
If the ticket was purchased online, through the “Ferrotramviaria SpA” App, or loaded onto the “E-VIA card,” the identification number of the ticket or the date and time of the travel document's purchase must be indicated.
Additionally, the traveller must declare the day, place, time, and line of the service that was not provided. If the request is sent via Postal Service, the postmark from the accepting post office will serve as proof of submission.
Within 30 days from receiving the request for compensation, after further verification and once the request has been accepted, the Company will send a communication to the residence or email address provided by the requester regarding the recognition or non-recognition of the compensation.
The compensation will be made by issuing a bonus that is applied when renewing a subscription (monthly or annual). A refund is made in cash at the traveller’s request.
You are not entitled to compensation if:
- You hold a free ticket.
- The service was missed or irregular due to force majeure, such as natural disasters, weather events, vehicle unforeseen events, strikes, road interruptions, or causes not attributable to the Company.
- The amount is less than 4 euros.
- The claim was not submitted by the user according to the modalities, minimum elements, and timing set by the Service Charter.
- The user has already received compensation for a complaint regarding the same journey.