In line with the goals of safeguarding traveller satisfaction, Ferrotramviaria commits to ensuring the broadest protection of users in the event of complaints, observations, and requests regarding the services offered, and to providing forms of refund or compensation following any service disruptions and irregularities found during service provision.

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.

For all cases requiring a response, the Company will provide a written reply to the parties concerned promptly and, in any case, within no more than 30 days from the date of the company protocol. If these deadlines are exceeded without a response, the traveller may contact the Transport Regulation Authority (via Nizza 230, 70126 - Turin; pec@pec.autorita-trasporti.it) and/or undertake out-of-court resolution procedures for disputes. Furthermore, if the Company fails to respond to the complaint within 90 days, an automatic compensation is provided to the customer. The user is entitled to receive automatic compensation proportional to the price of the purchased ticket/subscription, not less than:

a) 10% if the response is provided between the ninety-first and the one-hundred-twentieth day from receipt of the complaint;

b) 20% if the response is not provided within the one-hundred-twentieth day from receipt of the complaint.