Citizens who move within the territory using public transportation services have the following traveller’s rights:

• Safety and tranquillity of the journey.
• Continuity and certainty of the service, via a rational integration of different modes of transport.
• Prompt publication and easy availability of schedules that should (where possible) be integrated and coordinated with any other means of transport necessary to complete the journey.
• Easy access to information about trains/buses and fares, both at stations and on board the means of transport.
• Timely information on the continuation of the journey with alternative means (if possible) in case of anomalies or accidents.
• Adherence to the scheduled departure and arrival times at all programmed stops along the route.
• Hygiene and cleanliness of vehicles and stations; fully-functioning support equipment and infrastructure. Waiting rooms (or areas) properly equipped (heating, seating, toilet facilities, etc.).
• Recognizability of the personnel and the tasks they perform, easy traceability of attendants during the journey.
• An effective relationship between the services purchased and those provided.
• Acceptable waiting times at counters (ticket offices, information) and the possibility to be informed in advance of likely waiting times.
• Full compliance with the provisions of the smoking ban on all means of transport, in premises, and in open spaces accessible to the public.
• Ease of access to the complaint procedures and a resultant quick response to them (not exceeding 30 days).

The main rights are defined by the European Union by Regulation (EC) No. 1371/2007 and Resolution Art No. 106/2018

Citizens who travel are obliged to observe the following commitments:

• Not to board transportation means without a valid travel document.
• Not to occupy more than one seat.
• Not to dirty or damage walls, accessories, and furnishings.
• Not to smoke.
• Not to behave in a way that disturbs other people.
• Not to transport items classified as harmful and dangerous in compliance with the restrictions/indications established by the Company.
• Not to use alarm signals or any other emergency device unless in case of severe and imminent danger.
• Diligently and strictly adhere to all prescriptions and formalities related to security checks.
• Rigorously follow the instructions and provisions issued by the Company and the directions received from company staff.
• Use all transport infrastructure following the pre-established rules, including those of civic behaviour, without in any way compromising the safety of the journey and the service levels offered to everyone while travelling.

The main duties are defined at the European Union by Regulation (EC) No. 1371/2007 and by the Prime Ministerial Decree of 30/12/1998.