Busitalia and its Subsidiaries, both as a company managing bus, tram and, only on Umbria, train transport services and as Bus station manager in Veneto and Umbria, has activated a procedure for handling complaints from customers, with dedicated channels and offices.

Customers can submit complaints, in Italian or English, within three months from the date on which the regular service was provided or should have been provided. The Company undertakes to provide an appropriate response within 30 days from the date on which your complaint was received, indicating whether the complaint will be accepted, denied or reviewed, if possible; in particularly complex cases, the time needed to provide a final reply will not exceed 90 days. Said times may be shorter as established by the territorial Service Contracts: for Busitalia Veneto, the response times to complaints are 10 days, instead of 30.

A dedicated form for submitting complaints is available online. You can reach it through this page and it is also available from company ticket offices or Public Relations Offices, where available. The form can be filled online, delivered to the ticket offices or to the Public Relations Offices, sent to the postal addresses of the reference Company by registered mail, or sent via PEC.

As for the reports, they can be submitted through the form "Voce del Cliente".

Complaint forms and contacts

BUSITALIA - SITA NORD S.R.L. | UMBRIA
Strada Santa Lucia 4 - 06125 Perugia
PEC: fsbusitalia@pec.it

Umbria complaints form | Bus
Umbria complaints form | Train

BUSITALIA CAMPANIA S.P.A.
Via Santi Martiri Salernitani snc (interno Stazione FS) - 84123 Salerno
PEC: busitaliacampania@pec.it

Campania complaints form

BUSITALIA VENETO S.P.A.
Via del Pescarotto, 25/27 - 35131 Padova
PEC: busitaliavenetospa@legalmail.it

Veneto complaints form

BUSITALIA - SITA NORD S.R.L. | TOSCANA MARKET LINES
Viale Fratelli Rosselli, 80 - 50123 Firenze
PEC: fsbusitalia@pec.it

Toscana complaints form

 

 

In order to be reviewed, complaints must at least indicate:

  • the Customer’s personal data (name, surname, address) and of any representative, in this case including the power of attorney and the Customer's personal data;
  • for travel-related complaints: the identification references of the completed or planned trip (date, time of departure, origin and destination) and, possibly, of the transport contract (code or ticket number) or a copy of the travel document;
    for complaints relating to the bus station: the identification references of the event that occurred at the bus station;
  • a description of the service inconsistency found with respect to one or more requirements defined by European or national legislation, by the general terms and conditions of transport, or by the customer service charter.

In case of non-response to the complaint, the Customer can:

  • use extrajudicial dispute resolution procedures, only for complaints regarding the Area of Padua service;
  • lodge a complaint with the Transport Regulation Authority;
  • make use of ordinary legal means before the competent Judicial Authority.

Extrajudicial dispute resolution procedures (Padua)
To carry out a conciliation procedure, in order to resolve a dispute with the Company, the customer can contact the Chamber of Arbitration for Conciliation, set up at the competent Chamber of Commerce, by addressing a specific request. Instead, in order to appeal to the judicial authority, the customer must apply to the Justice of the Peace or to the competent court based on value and territory, with the procedures envisaged by current legislation.

Complaint to the Transport Regulation Authority
In the event of an unsatisfactory response or if the above terms have expired unnecessarily, passengers can contact the Transport Regulatory Authority, forwarding their complaint for the purpose of ascertaining a possible violation of (EU) Regulation no. 181/2011, for the bus service, and (EC) Regulation 1371/2007, for railway services, with the methods established by the same Authority.

Compensation for failure or delay in replying to a complaint

Pursuant to ART (Transport Regulation Authority) Resolution 28/2021, in the event of a delayed reply, the customer has the right to receive automatic compensation commensurate with the price of the ticket referable to the transport service to an extent not less than:

  • 10% in the case of a reply provided between the 91st and the 120th day from complaint receipt;
  • 20% in the case of a reply not provided by the120th day from complaint receipt.

In the case of a subscription, the amount of this compensation to be paid to the Customer if the response is provided after the deadline is equal to the percentage measure indicated in points a) and b) compared to the daily rate (total cost/days of validity) of the complete cost of the subscription.

In the case of ticket booklets, the amount of this compensation to be paid to the Customer if the response is provided after the deadline is equal to the percentage measure indicated in points a) and b) compared to the value of the single ticket (total cost/number of tickets).

In all cases, compensation is not due if:

  • the amount of the same is less than 4 Euro;
  • the complaint is not sent by the Customer in the manner, with the minimum elements and within the deadlines indicated in this Complaint paragraph.
  • the customer has already benefited from compensation for failure or delay in replying to a complaint concerning the same trip.