Respect for norms, attention to the rules of coexistence between passengers, collaboration between customers and traveling staff, care for communication and information are important behaviors in order to guarantee a quality service. Below is a summary of the rules that regulate the use of public transport, the rights of travelers and the behavior of passengers that can make everyone's journey easier.
1. Scope of application
2. Transport contract and obligation
3. Information channels
4. Service times
5. Admission to the service
6. Tickets
7. Purchase of tickets
8. Use of tickets
9. Rules for the use of services
10. Passenger obligations and responsibilities
11. Passenger rights
12. Refunds
13. Lost objects
14. Jurisdiction
15. Intellectual property rights
16. Other relevant provisions
17. Personal data protection
18. Referral to legislation
The Passenger Transport Conditions constitute the set of rules to be followed by passengers, users of transport services and their rights, as provided for in EU Regulation No. 2011/181.
These Passenger Transport Conditions (hereinafter the Conditions of Transport) apply to local public transport services by bus and tram provided by Busitalia (or its Subsidiary) in urban, suburban and extra-urban areas.
An extract of the Transport Conditions is available on board vehicles and at ticket offices and bus stations.
1.1. Main legislative sources relating to passenger bus transport
The passenger bus transport service provided by Busitalia and its Subsidiaries is governed by European, national and, where applicable, regional regulations.
It is also regulated by measures adopted by the Transport Regulation Authority (hereinafter ART). The main legislative sources of the GTC regarding passenger rights are:
a) REGULATION (EU) No 181/2011 OF THE EUROPEAN PARLIAMENT AND OF THE COUNCIL of 16 February 2011 concerning the rights of passengers in bus and coach transport
b) LEGISLATIVE DECREE No. 169 of 4 November 2014, Disciplinary measures for violations of the provisions of Regulation (EU) No. 181/2011, amending Regulation (EC) No. 2006/2004 on the rights of passengers in bus transport.
c) Annex A to ART Resolution No. 28/2021 “Misure concernenti il contenuto minimo degli specifici diritti che gli utenti dei servizi di trasporto ferroviario e con autobus possono esigere nei confronti dei gestori dei servizi e delle relative infrastrutture con riguardo al trattamento dei reclami.”.
1.2. The Service Agreement and the general principles of the transport conditions
The Transport Conditions are drawn up in accordance with current legislation on passenger rights and with the provisions of the service contract or contracts.
It should be noted that Busitalia manages Local Public Transport (hereinafter LPT) services on the basis of one or more specific service contracts or equivalent agreements with the relevant contracting authority or authorities: these contracts define the conditions to be applied, the fares and levels of service to the public, as well as the means prescribed for the provision of LPT services. Busitalia performs the services in compliance with the contractual requirements, except in the event of impediments caused by extraordinary and unforeseeable circumstances or force majeure.
In addition, the Transport Conditions are inspired by general principles, as well as rules of coexistence and cooperation between people that are essential behaviours to ensure a quality and inclusive service for the community.
The general principles:
1.3. Geographic area of application
The following Transport Conditions apply to the services offered by Busitalia in Local Public Transport, provided in the following areas:
With the Transport Contract, the Company (or its Subsidiary) undertakes to transfer persons from one place to another for a consideration.
The ticket shall be considered as proof, until proven otherwise, of the establishment and content of the Transport Contract. The absence, irregularity or loss of a ticket does not exempt the passenger from full compliance with the Transport Conditions.
Busitalia guarantees information through at least the following channels:
The Company regularly updates information on the service. Public timetables may be changed without notice for reasons beyond the company's control (weather conditions, unauthorised events, accidents, traffic, etc.).
Journey times and, consequently, arrival times, as stated and published, may be subject to significant delays during peak hours.
Where expressly indicated, connecting services will wait up to 10 minutes after their departure time for delayed feeder services, if necessary.
All changes, both permanent and temporary, to the service schedule can be consulted on the company website www.fsbusitalia.it.
Passengers are required to obtain a ticket (single ticket or travel pass) before boarding the vehicle, validating it at the appropriate ticket validators or, for dematerialised tickets (online channel, SMS ticketing and smartphone apps), following the rules of the specific channel.
Once validated, tickets and travel passes are personal, non-transferable and must be kept intact for their entire period of validity, in accordance with the validation rules set out and referred to in this document. The ticket must be shown at every inspection carried out by authorised personnel.
The journey is deemed to be completed after the vehicle is left or at the end of the period of validity indicated on the ticket.
The transport contract established with Busitalia or its Subsidiary in accordance with the Transport Conditions, for the use of transport services, is represented by the ticket. When purchasing the ticket, the passenger undertakes to comply with the provisions contained in these conditions. The ticket may be in tangible form (e.g. paper, plastic) or intangible/digital (e.g. pdf file, ticketless, QR Code). Passengers accepted for transport must be in possession of a valid ticket for the service, including the day and time, where applicable. The ticket shall be considered as proof, until proven otherwise, of the establishment and content of the Transport Contract.
For information on available tickets, please refer to the dedicated pages on the fsbusitalia.it website:
7.1. General standards
Before boarding, passengers are required to purchase a ticket at ticket offices, authorised shops and, where available, through self-service machines, online channels, mobile phones (SMS ticketing), smartphone apps or contactless payment on board. The official sales channels are published on fsbusitalia.it portal, in the “Ticket shops” section of the fsbusitalia.it website:
7.2. Purchase of tickets on board from the driver/personnel
On-board sales are carried out by the driver/personnel; these are subject to limitations dictated by the requirements of safety, regularity of the service and availability of seats, and are therefore of an ancillary nature. The inability to purchase tickets on board does not exempt passengers from the penalties imposed on those without a valid ticket.
Tickets are not sold on board the Padua tram or the Orvieto funicular.
Tickets are sold on board directly by the driver/personnel with the following restrictions:
The ticket price varies depending on the zone or distance travelled: the ticket sold may consist of one or more tickets up to the amount of the fare due.
7.2.1. Purchase of tickets on board with a surcharge
On local urban and extra-urban public transport services, tickets are sold on board with a surcharge, except in the cases specified in the following paragraph.
7.2.2. Purchase of tickets on board without surcharge on other services
On market/link services, the surcharge on tickets sold on board does not apply.
7.3. Replacement of damaged tickets
In the event of a request for replacement of tickets by customers due to malfunction, customers may contact authorised ticket offices which, after carrying out the necessary checks, will replace the damaged tickets. Tickets damaged due to customer negligence will not be replaced.
8.1. Ticket validation
Paper tickets must be validated on board and must be done as soon as you board the first vehicle used for your journey. Failure to validate your ticket will result in the application of the penalties provided for in the event of not having a valid ticket.
Passengers are required to check that the ticket has been validated correctly, verifying the accuracy of the stamp (date and time); in the event of a malfunction of all the validation devices (validators) on board, they must promptly report the irregularity of the validation to the travelling personnel.
For dematerialised tickets, where applicable (online, SMS ticketing and smartphone apps), validation must be carried out immediately before boarding and follows the rules of the specific channel. For more information on the conditions of use of each channel, please refer to the pages published on the fsbusitalia.it portal.
8.2. Ticket inspection
Passengers must voluntarily show their ticket to the inspection staff, along with any other travel documents (e.g. personal identification card).
If requested, passengers must also show a valid identity document.
The inspector is a Public Official, qualified as an enforcement officer, and is required to:
Passengers found without a valid ticket will be fined and required to pay for a ticket, in addition to the penalty provided for by the relevant Regional Law, as reported on the fsbusitalia.it portal, on the pages dedicated to:
Passengers are considered to be travelling without a valid ticket when:
The violation is reported by the personnel in charge with a specific report of ascertainment and contestation: at the time of the contestation, the passenger is required to provide their personal details and a valid identity document. If the personal details are provided verbally, the personnel in charge may carry out the necessary checks on the veracity of the information provided, and any false statements will be prosecuted in accordance with Article 496 of the Codice penale.
The paper report of findings and charges shall contain the specific regulations and payment terms and methods, as well as the procedure for filing any appeals or defence statements. Further details are provided in the following paragraph.
8.3. Fines
Offenders have the right to settle the offence with discharging effect by paying the investigating officer the amount of the statutory fine, in addition to the full price of the ticket. The officer will issue a copy of the relevant summary report.
For services provided in Campania, payment of the administrative fine to the investigating officer is not permitted.
If the customer is unable or unwilling to pay the enforcement officer, the latter will draw up the relevant report, recording the personal details provided by the offender. In accordance with Articles 494, 495 and 496 of the Codice penale, personal details must be provided correctly. The customer has the right to include their own statement in the report, which they will sign and receive a copy of.
Refusal to provide identification details will result in the application of the penalties provided for in Article 651 of the Codice penale.
The falsification, use or alteration of tickets will result in the application of the penalties provided for in Articles 462, 465 and 466 of the Codice penale.
False statements will result in the application of the penalties provided for in Article 496 of the Codice penale.
For information on how to pay penalties and any appeals, please refer to the dedicated pages on the fsbusitalia.it portal:
9.1. Boarding and disembarkation at stops
Passengers are requested to arrive at the bus stop a few minutes in advance.
Passengers may only board and alight:
It is forbidden to reserve a bus stop or ask the driver to stop outside the designated bus stops along the route.
All bus stops are on request:
1) when boarding, you must signal your intention to board to the staff by waving your hand as the vehicle approaches;
2) when disembarking, press the bus stop request button in good time or notify the driver, in the event of a malfunction of the warning system, in good time before the stop.
To board the bus, you must use the designated door. The other doors are for alighting. Exceptions to this rule are pushchairs, prams and passengers with reduced mobility.
When standing on the pavement/platform, keep a safe distance from the edge. When alighting from the tram, make sure you use the door on the correct side, corresponding to the pavement/platform.
It is forbidden to lean on the doors used for boarding and/or alighting or to crowd around them, as this prevents passengers from alighting normally and compromises safety.
9.2. Transport of children
On local transport services, children travel free of charge according to the age limit defined by regional law or by the relevant authorities (6 years old for Umbria and Campania, 4 years old for Veneto), provided they are accompanied by a paying adult and do not occupy a seat.
Each passenger may not carry more than one child under the age limit for free travel.
9.3. Pram transport
Prams and buggies may be transported free of charge, as long as they are closed and folded. Prams may not occupy seats or constitute an obstruction and/or danger to other passengers. Prams and buggies must in any case comply with the regulations for luggage transport.
Prams may only be brought onto vehicles in the open position if they are approved for this type of transport. They must be brought on board through the central door, after allowing passengers to alight. They must be placed in the designated areas, have their brakes locked, be held by the accompanying person and secured in the manner provided. If the designated area is shared, priority use of the aforementioned areas is reserved for passengers with disabilities.
9.4. Animal transport
The transport of service dogs, even if accompanied by other persons, is always permitted free of charge on all categories of buses in service. A service dog is a dog that has been individually trained in an authorised centre and is capable of performing tasks in support of persons with motor, visual and hearing, intellectual/relational, psychiatric impairment or other comparable medical conditions, accompanying them and to whom they are permanently linked.
9.4.1. Transport of small animals
Passengers may carry a small animal in an appropriate container of dimensions not to exceed 70x30x50 cm and/or in such a way as to exclude injury or damage to either passengers or the vehicle.
Transport is free of charge as long as they do not occupy a seat.
9.4.2. Transport of medium-sized animals for a fee
Passengers are required to purchase a ticket for the transport of a medium-sized dog (with the exception of service dogs).
9.4.3. Access to vehicles
Unless specific regional regulations are in place, the transport of a dog (with the exception of those kept in a container) is only permitted if it is properly muzzled and leashed. A certificate of registration with the dog registry office and a health booklet or, for foreign passengers, a passport in lieu of both documents are required for the transport of dogs (even if they are kept in the specific carriers). This documentation must be produced if requested by staff. For service dogs, only the possession of a training certificate is required, in which the dog centre/institution of reference certifies on letterhead (or with a legible stamp) that it is a service dog, which must be shown if requested by staff, while guide dogs for visually impaired passengers do not require any certification.
The passenger is responsible for the supervision of the dog they bring, and is exclusively liable for any damage caused by the dog. One animal is allowed per paying passenger, according to the conditions above.
Overcrowding of vehicles, jeopardy of the safety of passengers and personnel, detection by company personnel of failure to comply with the above-mentioned rules, disturbance to travellers and damage to the vehicle may result, at the sole discretion of company personnel, in non-admission on board, removal of the animal and/or interruption of the journey without any right to a refund of the ticket.
9.5. Transport of luggage or hand luggage
On board, each paying traveller is allowed to carry one piece of hand luggage free of charge, without occupying a seat and arranged in such a way as to not obstruct passage or cause a disturbance, with a maximum size of 105 cm (the sum of length, width and depth) or 50x30x25 cm and a total weight not exceeding 10 kg. Transport of luggage constitutes an ancillary service to the transport contract established with the passenger.
For each additional piece of luggage or luggage exceeding the permitted dimensions, it is necessary to purchase a ticket or, where applicable, a luggage supplement.
However, it is not permitted to transport excessively bulky items or items containing foul-smelling, harmful or dangerous substances (such as explosive and flammable materials and objects, materials subject to spontaneous combustion, toxic, infectious, radioactive and corrosive materials).
Substances and items packaged for retail sale and intended for personal and/or domestic use, for health needs or for sports or leisure activities may also be considered as luggage.
The Company is not liable for theft, tampering, deterioration or total or partial loss of the items carried; it is also not liable for luggage that is forgotten, lost or left unattended by the traveller on the bus or for luggage mix-ups between passengers.
The transport of unaccompanied packages is not permitted.
The transport of luggage may be refused, at the sole discretion of the Company's staff, in the event of overcrowding of the vehicle, if it causes disturbance to passengers or if the above obligations are not complied with.
Luggage is loaded and unloaded from the luggage compartment at the terminus and authorised stops under the supervision of the driver. Passengers may load and unload their own luggage directly, if necessary, during the journey, provided that this does not compromise safety, at the sole discretion of the bus driver.
9.6. Transport of bicycles and micro-mobility devices on LPT services
Bicycles, scooters and other micro-mobility devices may only be transported on public transport if:
The transport of micro-mobility devices, in accordance with the above conditions, is free of charge, limited to one device per passenger with a valid ticket. For cases larger than those indicated above, an additional ticket must be purchased.
9.6.1. Transport of bicycles and micro-mobility devices on dedicated BUS&BICI services
On cycle tourism routes where the BUS&BICI service is available, it is possible to transport bicycles, including non-folding ones, on buses equipped with a special bike rack (bicycles can be transported up to the maximum capacity allowed by the bike rack).
For information and to reserve a bicycle space, please visit www.fsbusitalia.it, section “Tourism".
Passengers are required to observe the following rules of conduct during the journey:
In addition, the following behavioural rules are required on-board and at the facilities:
The Company rejects all liability for the consequences of non-compliance with the above rules. The customer or their guardian is also liable to the Company for any damage caused.
Regulation (EU) No. 181/2011 of 16 February 2011 establishes the rights of passengers utilising bus and coach transport. Pursuant to Article 25, paragraphs 1 and 2 of the aforementioned regulation, information on passenger rights is published on the website and displayed at the carrier's bus stations.
The national body responsible for the application of the aforementioned Regulation is the Autorità di Regolazione dei Trasporti - Via Nizza 230, 10126 Turin (www.autorita-trasporti.it).
11.1. Complaints
Busitalia and its Subsidiaries, both as a company managing bus, tram and as Bus station manager in Veneto and Umbria, has activated a procedure for handling complaints from customers, with dedicated channels and offices.
Customers may submit complaints, in Italian or in 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 of the date of receipt of the complaint, indicating, if possible, whether the complaint has been accepted, rejected or is still under consideration; even for particularly complex cases, the time required to provide a definitive response shall not exceed 90 days for bus services. 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.
The dedicated "Voce del Cliente" form for submitting complaints is available online and can be reached from this page with automatic transmission to the Company.
The complaint form can also be downloaded in PDF format and is available from company ticket offices or Public Relations Offices, where available. It can be delivered to the company ticket offices or to the Public Relations Offices, sent to the postal addresses of the reference company by registered mail or sent via PEC.
To be considered, complaints must contain at least:
In the event nor response is received or if the response is deemed unsatisfactory, the Customer may:
A. use out-of-court dispute resolution procedures;
B. file a complaint with the Transport Regulation Authority;
C. appeal to the competent judicial authority.
A. Out-of-court dispute resolution procedures
To begin a conciliation procedure aimed at resolving a dispute with the Company, the customer may file a special application, also through consumer associations:
(a) with the ART Conciliation Service;
(b) the Conciliation Chambers established within the Chambers of Commerce, Industry, Crafts and Agriculture, subject to the signing of a memorandum of understanding between the Authority and Unioncamere;
(c) ADR (Alternative Dispute Resolution) bodies, including approved negotiation bodies, registered in the list referred to in Article 141-decies (1) of the Consumer Code.
B. Complaint to the Transport Regulation Authority
Only after filing a complaint with Busitalia and in the event that:
The traveller may also forward their complaint to the Transport Regulation Authority - directly or through a delegate, including representative associations - for the purpose of establishing a possible violation of Regulation (EU) no. 181/2011 concerning bus and coach services.
It can be forwarded using the methods and solely for the reasons established and governed by the same Authority.
C. Appeal to the competent judicial authority
When appealing to judicial authorities, the customer must file a case with the Justice of the Peace or the competent Court in terms of value and geographical territory, in accordance with the procedures provided for by the legislation in force, after having carried out the obligatory attempt at conciliation.
11.2. Strikes
In accordance with the provisions of Law 146/1990, amended by Law 83/2000, the company provides timely notification of the details of planned strikes. In accordance with the above-mentioned law, in the event of a strike, the provision of services essential to ensuring the enjoyment of constitutionally protected rights, as specified in Article 1, paragraph 2, of Law 83/2000, is guaranteed, with a minimum notice period of no less than five days and an indication of the duration of the work stoppage. In the event of a strike, all services departing from the place of origin are guaranteed during the following guaranteed time slots:
11.3. Accessibility
Busitalia offers its services to all citizens by ensuring equal treatment and supports accessibility to the transport services provided for all citizens with disabilities and/or reduced mobility.
During the journey, passengers must facilitate elderly persons and persons with mobility difficulties, by not occupying the seats reserved for them, which must in any case be given up at the request of those entitled to them. All vehicles have at least one seat reserved for elderly people, people with reduced mobility and pregnant women.
Depending on the type, the newly acquired vehicles are equipped with a platform for disabled persons, a low floor and at least one central seat reserved for passengers with reduced mobility.
The company ticket offices and customer service provide persons with disabilities and reduced mobility with all information regarding services and conditions of access.
To request information and assistance, please write to the dedicated email addresses published on the fsbusitalia.it website, specifying "Accessibility of LPT services" in the subject line.
11.3.1. Companions for people with disabilities
An accompanying person travels free of charge if the need for continuous accompaniment is established. This is demonstrated by showing the relevant document at the start of the journey, stating the need for continuous accompaniment.
11.3.2. Bus stops/stations
The Company does not control the conditions of the infrastructure at the stops and stations served and, consequently, of access for people with disabilities and/or reduced mobility. No guarantees can be made in this respect. The responsibility in this case lies with the station operator on duty.
11.3.3. Denial of transport
Should it be physically impossible, due to the configuration of the vehicle or infrastructure, including stations and stops, for the person with disabilities and/or reduced mobility, disembark or be transported, the Company reserves the right not to accept the reservation, to not issue or otherwise provide the ticket and to not allow the person in question to board the bus. In this case, the person concerned is informed of all other acceptable alternative means of transport using the services offered by the Company.
The passenger in question will be informed immediately of the reasons for denial of transport and, upon request, in writing, within five working days of receipt of the request.
11.3.4. Transport of wheelchairs or walking aids
People with disabilities or reduced mobility are entitled to free transport of their folding wheelchair or walking aids in the luggage compartment of the vehicle or in the designated area on board the vehicle, where available. For safety reasons, wheelchairs must be foldable and non-electric.
Wheelchair transport may be denied if sufficient evidence shows that safe transport may not be possible or doubtful. The company disclaims all liability for damage attributable to deficient technical conditions of the wheelchair.
The Company will reimburse the cost of repairing or replacing mobility equipment (such as wheelchairs and other assistive devices) in the event of loss or damage attributable to the carrier's liability. If necessary, the carrier will endeavour, as far as possible, to provide a temporary replacement for lost or damaged equipment.
11.4. Service Charter
The Service Charter is the document through which Busitalia (or its Subsidiaries) makes commitments to its customers regarding the services offered, how they are provided, its quality standards and also informs them of the protection arrangements in place.
12.1. Cases of reimbursement/compensation
12.1.1. Refunds for service disruption – BUS/TRAM
For bus/tram transport services, Busitalia will issue refunds in the event of service disruptions such as CANCELLATIONS OR DELAYS/ EARLY ARRIVALS pursuant to Article 48, paragraph 12-ter, of Decree-Law No. 50 of 24 April 2017, converted into law, with amendments, by Article 1, paragraph 1, Law No. 96 of 21 June 2017.
Refund requests may be submitted for the following cases:
a) Urban services:
b) Extra-urban services:
No refund is due if the delay or interruption of service is due to circumstances and factors beyond the Company's control (including, but not limited to, natural disasters, strikes, weather events, critical traffic conditions and other unforeseeable emergencies).
If one of the circumstances described in points A and B above occurs, the refund request must be submitted in writing using the dedicated form, at customer service points or sent via certified email (PEC) within seven days of the event occurring. The request must be sent to Busitalia, specifying the event that gave rise to the request, the route, the departure and arrival stops of the journey, the time of the service used, and providing your name, surname, address, email address, and attaching:
The refund is equal to:
Refunds of less than € 4.00 will not be given and no compensation will be paid to holders of concessionary tickets.
12.1.2. Refunds for non-use/partial use of the service
Refunds are granted solely and exclusively for annual passes that are not subject to promotions and/or discounts, in cases where it is documented that the pass holder is unable to use it for the reasons set out in the relevant paragraph.
The refund request must be submitted to Busitalia promptly, i.e. as soon as the impossibility arises, providing appropriate documentation of the reason.
The refund will be granted after verification of the reasons and will be paid with a 5% penalty deduction on the nominal value of the refunded ticket.
In the event of partial use of the annual pass, Busitalia or its subsidiary, after carrying out the necessary checks, will recognise the difference between the price paid net of the penalty and the price due for actual use, the latter calculated considering the ordinary value of the monthly pass for each month used or fractions thereof.
The personal card is non-refundable.
There is no provision for the suspension of the pass.
In the event of interruption/suspension/modification of the service, whether temporary or continuous, by decision of the Competent Authorities, any refunds and related procedures are subject to the provisions of the aforementioned Authorities.
Refund requests may be submitted by:
The refund request must be submitted in writing, using the dedicated form sent via certified email, to Busitalia, specifying the name, surname, address, contact details, ID card number/season ticket number, reason for the request and supporting documentation.
Cases eligible for reimbursement for non-use/partial use of the service
Reimbursement for non-use/partial use of the service is granted solely and exclusively for annual passes not subject to promotions and/or discounts, in cases where it is documented that the subscription holder is unable to use the service.
For the purposes of verifying the impossibility of the subscription holder to use it, the following cases are specified:
a) change of residence or domicile: reimbursement is always and only granted on condition that a certificate/document certifying the change of residence or documentation certifying the change of domicile is presented;
b) change of school institution: reimbursement is always and only granted on condition that a certificate/document certifying enrolment at another institution is presented;
c) withdrawal from studies: reimbursement is always and only granted on condition that a certificate certifying withdrawal from enrolment is presented;
d) illness/accident preventing the subscriber from using the services: reimbursement will only be granted upon presentation of a medical certificate without diagnosis issued by a public or private hospital, for a certified period of hospitalisation covering the travel pass period.
In the event of a change of residence or school, the Company will verify/ascertain that the new situation does not allow the subscriber to continue using the travel pass they hold.
12.2. Compensation for failure or delay in responding to a complaint
Pursuant to Pursuant to Annex A "Misure concernenti il contenuto minimo degli specifici diritti che gli utenti dei servizi di trasporto ferroviario e con autobus possono esigere nei confronti dei gestori dei servizi e delle relative infrastrutture con riguardo al trattamento dei reclami” of ART Resolution 28/2021, in the event of a delay in response, the customer is entitled to receive automatic compensation commensurate with the price of the ticket for the transport service, of no less than:
In all cases, compensation is not due if:
For details on how compensation is paid, please refer to the relevant section of the Service Charter.
12.3. Compensation of damages for civil liability
If the passenger, while on or off the vehicles of Busitalia (or Subsidiary), suffers personal injury as a result of an accident that is related to the service, Busitalia (or Subsidiary) shall be liable for it unless it proves that the accident occurred for reasons not attributable to it.
Objects and animals admitted for transport remain within the sole custody of the traveller. Busitalia (or Subsidiary) shall be liable in the event of total or partial loss or damage during travel as a result of an accident if the consequences of the accident are the responsibility of Busitalia (or Subsidiary), or if the loss or damage is the fault of the Company.
In the event of total or partial loss of or damage to mobility equipment or other specific equipment for people with disabilities and/or reduced mobility or of injury to assistance dogs used by people with disabilities and/or reduced mobility, which is attributable to the liability of the Company, Busitalia (or Subsidiary) shall provide compensation, which includes:
(a) the cost of replacing or repairing lost or damaged mobility equipment or assistance devices;
(b) the cost of replacing or treating the lost or injured assistance dog;
(c) the reasonable costs of temporary replacement of mobility equipment, assistance devices, or assistance dogs.
The Company provides insurance cover for the users of its services in cases of:
In both cases, if the damage arises from events whose causes can with certainty be attributed to the liability of the Company, the procedures provided for in the insurance cover will be followed.
For information on compensation procedures, please refer to the information published on the fsbusitalia.it portal.
Lost items found on board vehicles must be handed over to the driver/travelling personnel or to the dedicated company facilities.
Found items are kept available for their rightful owners to collect within the terms established by law. Items lost on board vehicles are generally recovered during cleaning operations and are therefore available the day after they are found at the lost property office.
Before going to the lost property office, it is necessary to contact the relevant offices by telephone to verify that the lost item has actually been found. Owners can contact the numbers listed on the company website www.fsbusitalia.it, providing all the information necessary to confirm their ownership.
The Company is not responsible for items left unattended on company vehicles and premises.
Busitalia is in no way bound to find or store the item sought and is also not responsible in the event of failure to find the lost item or partial recovery of the same, or if the item is damaged or does not completely correspond to the condition in which it was left on the vehicle.
The service is of a commercial nature and does not replace the provisions of current legislation concerning the recovery of lost property (Codice Civile Art. 927 et seq.)
Any legal action in any way related to the aforementioned Transport Conditions shall be filed or continued in the court located in the plaintiff's municipality of residence.
All intellectual property rights relating to Busitalia and Subsidiaries services belong exclusively to Busitalia, which shall retain ownership thereof even after termination of the contract. The purchase of Busitalia services does not grant passengers any right of use and/or licence with respect to the intellectual property relating to the Company's services.
For the purposes of this paragraph, intellectual property shall mean all present and future rights of authorship (copyright), trademarks, distinctive signs, know-how, patents, utility models, inventions, domains, designs, models and any other intellectual and/or industrial property right recognised in any international jurisdiction, including all related applications and registrations and the rights to request the same in connection with Busitalia services.
The purchase by the passenger of a transport service from Busitalia through the online sales channel implies automatic and full acceptance of these Transport Conditions and of the other regulations cited (including, but not limited to, the personal data protection notice and the cookie policy, which can be found on the site).
It is not permitted to use the Busitalia site for purposes other than consulting the online catalogue to purchase services. In particular, the use of automated systems to extract data from the Busitalia site for commercial use ('Screen Scraping') is prohibited. The Company reserves the right to take action to prosecute any violations.
The processing of the personal data acquired is carried out in compliance with EU Regulation 679/2016 and Legislative Decree 196/2003, as amended, on the protection of personal data.
The purposes and methods of the processing are set out in the specific privacy policy, which passengers can view in the 'Data Protection' section.
For matters not expressly provided for in these General Transport Conditions, reference is made to the EU, national, regional and local regulations currently in force and where applicable.