Mancato rispetto dei tempi comunicati di ripristino della disponibilità di infrastrutture o dotazioni delle stazioni
In compliance with Resolution Delibera n.106 del 25 ottobre 2018 by the Transport Regulation Authority, Ferrotramviaria is committed to recognizing compensation to travellers with disabilities and reduced mobility who use transportation services if, in the presence of non-functioning equipment, the malfunction is not reported, or the communicated or corrected restoration times are not respected.
To obtain compensation, for one of the aforementioned reasons, the traveller, within 48 hours after the event that generated the request for compensation, must submit a written request to Ferrotramviaria, attaching the original validated ticket and a copy of their identity document.
If the ticket is 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 purchase of the travel document must be indicated.
Furthermore, the traveller must declare: the day, place, time, and line subject to the missed service.
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 refund request, after proceeding with the necessary checks, the traveller will receive communication of the outcome of the request and, in the event that it is accepted, the method and timing for providing compensation.
Communication will also be sent in case of non-recognition. If 30 days pass without having received a response, or in the case the response is deemed unsatisfactory, the traveller can contact the Transport Regulation Authority (www.autorita-trasporti.it).
Compensation for delays is not recognized:
- to holders of free tickets.
- in cases where the facilities are working, malfunction has been reported, or the communicated service restoration times or adjustments have been respected.