Complaints, requests for refunds/compensation, reports, and suggestions may be submitted to the Company in the following ways:

- By calling the number 080 5299348, Customer Relations Office

  open on weekdays from Monday to Friday from 9:00 a.m. to 1:00 p.m.;

- By fax to the number 080 5235480;

- By ordinary mail to the address: FERROTRAMVIARIA Spa

 Ufficio Supporto Tecnico Operativo-Relazioni con la Clientela        

 Piazza Aldo Moro n. 50/B,70122 BARI;

- By email sending it to reclami@ferrotramviaria.it;

- Online by using and/or downloading the forms available on the company website

  Tutela del Viaggiatore - Ferrotramviaria SPA;

- By using the “Ferrotramviaria SpA” App for mobile devices with Android or Apple (iOS) operating systems, clicking on  the Contacts/Reports icon.

Please remember that for a complaint to be considered, it must include at least:

a) Identifying details of the user (name, surname, contact information) and of any representative, attaching in this case the proxy and an identity document of the user.

b) Identifying details of the journey made or planned (date, departure time, origin, and destination) and of the transport contract (ticket number) or a copy of the travel document.

c) A description of the service discrepancy noted with respect to one or more requirements defined by European or national regulations or by the service charter.

The Company will respond within 30 days, or in justified cases within 3 months, from the submission of the complaint/refund request. If these deadlines expire without a response, the passenger may appeal to the Transport Regulation Authority (via Nizza 230, 10126 - Turin; pec@pec.autorita-trasporti.it) and/or initiate out-of-court dispute resolution procedures. Furthermore, if 90 days have passed without a response to the complaint from the Company, as stated in the Service Charter, an automatic compensation is provided in favour of the customer.

For more information regarding the procedures, deadlines, and conditions for submitting complaints to the Authority, please consult the website www.autorita-trasporti.it.