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