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 hours
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 property
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. 181/2011.
The present General Passenger Transport Conditions (hereinafter, Transport Conditions or General Transport Conditions) apply to local public transport services by road and track carried out by Busitalia (or its Subsidiary) in urban, suburban and inter-city areas.
An extract of the Transport Conditions is available on the vehicles, at ticket offices and bus stations.
1.1. Main legislative sources on bus passenger transport
The bus passenger transport service provided by Busitalia and its subsidiaries is governed by European, national and, where applicable, regional regulations.
It is also governed by the measures set out by the Autorità di Regolazione dei Trasporti (Transport Regulation Authority, or ART). They constitute the main legislative sources of the General Transport Conditions concerning Travellers' Rights:
a) REGULATION (EU) 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 169 of 4 November 2014, Regulation sanctioning the violations of the provisions of Regulation (EU) 181/2011, amending Regulation (EC) 2006/2004, concerning the rights of passengers in bus and coach transport.
c) Annex A to ART Resolution 28/2021 on “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 Contract and the general transport conditions principles
Transport Conditions are drawn up in accordance with current legislation on passenger rights, and with the provisions set out in the agreement and/or in service contracts.
Indeed, it should be noted that Busitalia manages Local Public Transport services (hereinafter LPT) on the basis of one or more specific service contracts or equivalent agreements with the entrusting Entity(ies) in charge: these contracts prescribe the conditions to be applied, the fares, the levels of public service, and the methods for providing the LPT service. Busitalia performs the services in accordance with the contractual requirements, unless prevented by extraordinary and unforeseeable circumstances or force majeure events.
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 concern the Local Public Transport services offered by Busitalia in the following territories:
With the Transport Contract, Busitalia (or its Subsidiary) undertakes to transfer people 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 provides information through at least the following channels:
The Company regularly updates information on the service. Service hours may be subject to changes without prior notice, due to unforeseeable causes beyond the company's control (weather conditions, unauthorised events, accidents, road traffic, etc.). Travel times and, consequently, arrival times, as stated and disseminated, may be subject to significant variations during rush hours.
Where expressly indicated, connecting services may delay their departure up to 10 minutes for incoming connections.
Any permanent or temporary changes to the service timetables are available on the company website www.fsbusitalia.it.
Passengers must obtain a ticket (single ticket or season ticket) before boarding the vehicle and validate it using the appropriate ticket validators or, for digital tickets (online channel, smartphone app and, where available, SMS ticketing), follow the rules of the specific channel.
Once validated, tickets and season tickets are personal and non-transferable and must be kept intact throughout their period of validity, in compliance with the validation rules set out and referred to in this document. Tickets must be shown whenever requested by authorised inspection staff.
The journey is deemed to have ended once the passenger has left the vehicle or when the time validity shown on the ticket expires.
The transport contract established with Busitalia and its subsidiaries 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 tickets, please refer to the respective 'Tickets and Fares' section on fsbusitalia.it website:
7.1. General standards
Passengers are required to purchase a ticket before boarding the vehicles, at ticket offices, partner points of sale, or, wherever applicable, through self-service units, online channels, mobile phones (SMS ticketing), smartphone apps, and with contactless cards on board. Official sales channels are published on fsbusitalia.it portal, in the “Ticket shops” section of:
7.2. Purchasing tickets on board from the driver/on-board staff
On-board sales are handled by the driver/on-board staff and are subject to restrictions for safety and service regularity reasons; they are therefore an ancillary service. If it is not possible to purchase a ticket on board, passengers without a suitable valid ticket remain liable to the applicable penalties.
On-board ticket sales are not available on the Padua tram or the Orvieto funicular.
Tickets are sold on board directly by the driver/on-board staff subject to the following restrictions:
Ticket fares vary according to the travel zone or distance band: the ticket sold may consist of one or more tickets whose combined value equals the fare due.
7.2.1. Purchasing tickets on board with a surcharge
On urban and suburban local public transport services, tickets are sold on board with a surcharge, except in the cases specified in the following paragraph.
7.2.2. Purchasing tickets on board without a surcharge on other services
No surcharge applies to tickets sold on board market-operated/Link services.
7.3. Replacement of damaged tickets
You may request a damaged (non-functioning) ticket to be replaced at ticket offices, which will replace it, after carrying out all the necessary checks. Tickets damaged due to the customers’ carelessness will not be replaced.
8.1. Validation
On-board validation of paper tickets is mandatory, and should be done as soon as you board the first journey vehicle. Failure to validate your ticket will result in the application of the penalties in force for missing tickets.
You need to check that the tickets has been validated correctly, by assessing that the stamping (date and time) is accurate. If the validation devices on board are not working properly, promptly report the validation issues to the travelling personnel.
Digital tickets, where applicable (online, SMS ticketing and smartphone apps), should be validated immediately before boarding, according to specific channel rules. For further details on the conditions of use of each channel, please refer to the pages published on the fsbusitalia.it portal.
8.2. Ticket verification
You are required to spontaneously show the ticket, as well as any other travel documents (e.g. badge) to ticket inspectors.
If requested, you must also show a valid ID.
A ticket inspector is a Public Official, in charge of:
Passengers found without a suitable and valid ticket are fined and required to pay the ticket, in addition to a penalty calculated according to the relevant Regional Law, as stated on the fsbusitalia.it portal, in the dedicated pages of:
Passengers are deemed to be without an appropriate and valid ticket when:
The infringement is notified by the personnel through a special official report. When notified, the passenger must provide their personal details and a valid ID. If personal details are provided verbally, the personnel in charge may carry out the appropriate checks on the truthfulness of the declarations, and any false declarations will be prosecuted pursuant to Article 496 of the Criminal Code.
The paper copy of the official report and notification contains the specific regulations, payment method/deadlines, and the procedure for appealing against the provision or submitting a defence case. Further details are provided in the following section.
8.3. Penalties
Offenders have the right to settle the penalty in full settlement, by paying the relevant amount, plus the ordinary ticket fare to the Ticket Inspector. The inspector will issue a copy of the relevant notice.
For services carried out in Campania, payment of the administrative penalty to Ticket Inspectors is not permitted.
If an offender is unable or unwilling to pay the penalty to the Ticket Inspector, the latter shall draw up the relevant report with the details provided by the same. According to Articles 494, 495 and 496 of the Criminal Code, any personal information provided should be correct. You have the right to add your own statement to the report, which needs to be signed, and you will receive a copy thereof.
Refusal to provide identification data will result in the application of the penalties provided for in Article 651 of the Criminal Code.
Forgery, the use of forged tickets or the alteration thereof shall entail the application of the penalties provided for in Articles 462, 465 and 466 of the Criminal Code.
False declarations will result in the application of the penalties provided for in Article 496 of the Criminal Code.
Regarding payment of the penalties and how to appeal against the provision, please refer to the relevant pages on the fsbusitalia.it portal for:
9.1. Getting on/off the vehicle at stops
You should get to the stop a few minutes in advance.
Getting on/off the vehicle are only permitted:
It is forbidden to request a special stop or ask the driver to get off/on outside the spaces identified as vehicle stops along the route.
All bus stops are on demand:
1) When boarding, indicate to the staff your intention to board by waving as the vehicle approaches.
2) When getting off, press the bus stop request button in good time or, if the stop request system is down, alert the driver in good time before the stop.
Buses can be boarded only through the marked door. The other doors are for getting off the bus only. Exceptions to this obligation are made when boarding pushchairs, prams and passengers with reduced mobility.
When standing on the curb/platform, keep a safe distance from the edge. When getting off the tram, use the door on the right side of the curb/platform.
It is forbidden to lean against the boarding/disembarkation doors or to crowd around them, impeding the normal flow of travellers and compromising safety conditions.
9.2. Transport of children
On local transport services, children travel free of charge up to the age limit defined by regional law or by the entrusting Entities, provided they are accompanied by a paying adult and do not occupy a seat.
Only one child per accompanying passenger may travel free of charge.
9.3. Pram transport
Prams and pushchairs may be carried free of charge, provided they are closed and folded. Pushchairs must not occupy seats or obstruct and/or endanger other passengers. Pushchairs and prams are subject to the rules governing the transport of luggage.
Pushchairs may be brought on board while open only on vehicles approved for this type of transport and equipped with a dedicated space. They must be brought in through the middle door after passengers have been allowed to alight. Pushchairs must be placed in the designated spaces, with the brakes applied, held by the accompanying person and secured using the systems provided. Where the dedicated space is shared, passengers with disabilities have priority.
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 transport small pets provided they are kept in appropriate carriers of dimensions not exceeding 70x30x50 cm and/or such as to exclude injury or damage to both passengers and cars.
Transport is free of charge, as long as the animal does not take up a seat.
9.4.2. Transport of medium-sized animals for a fee
Passengers are required to purchase a ticket when transporting a medium-sized dog (with the exception of support 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. Only animal may be transported per paying passenger, according to the above conditions.
Crowded vehicles, situations that may jeopardise passengers and staff safety, non-compliance with the rules above as detected by the staff, detection by company personnel of non-compliance with the above-mentioned rules, disturbance of travellers and damage to the vehicle, may lead, at the sole discretion of company personnel, to the animal not being allowed on board, its removal and/or interruption of the journey without any right to ticket refunds.
9.5. Transport of luggage or hand luggage
On board, each paying traveller is allowed to carry one piece of 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 and pets constitutes an ancillary service to the transport contract established with the passenger.
For any additional luggage or for luggage that exceeds the permitted dimensions, an extra luggage charge will apply.
Excessively bulky items or items containing foul-smelling, noxious or dangerous substances (such as explosive and inflammable substances and objects, spontaneously inflammable, toxic, infectious, radioactive and corrosive substances and objects) will not be transported. 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.
Baggage transport may be refused, at the sole discretion of the Company's staff, if a vehicle is overcrowded, if it inconveniences travellers or for failure to comply with the above obligations.
Luggage can be loaded/unloaded in the luggage compartment only at the terminus and at authorized stops, under the driver’s supervision. Luggage can be loaded/unloaded directly by the traveller along the route, when required, only if this does not jeopardise the safety of the operation, and at the bus driver’s sole discretion.
9.6. Bicycle and micro-mobility devices transport in LPT services
Bicycles and other non-electric, battery-free micromobility devices may be carried on board provided that they:
These devices may be carried free of charge, limited to one device per passenger holding a valid ticket. If the case exceeds the stated dimensions, an additional ticket must be purchased.
Electric bicycles, electric scooters and other battery-powered micromobility devices may not be carried*.
9.6.1. Bicycle transport in dedicated BUS&BICI (BIKE&BUS) services
Along bike trails where the BUS&BICI (BIKE&BUS) service is active, you can transport regular and folding bikes on board buses equipped with special bicycle transport trolleys (bicycle transport is available only up to the maximum transport trolley capacity).
For information and booking a bike spot, please visit www.fsbusitalia.it, “Tourism" section.
* Exception for Local Public Transport services in Veneto
Battery-powered micromobility devices may also be carried on Busitalia Veneto Local Public Transport services (bus and tram) under the following conditions:
Travellers are required to observe the following rules of conduct during the journey:
In addition, while on board and near travel facilities, passengers should follow the rules below:
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(1,2) of the aforementioned regulation, information on passenger rights is published on the website and on billboards 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, as bus transport service operators, and Bus Terminal operators in Veneto and Umbria, set up a procedure for handling customer complaints, 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. Deadlines may be shorter according to what is established in territorial Service Contracts. For Busitalia Veneto, the response time to complaints is 10 days instead of 30.
The dedicated "Voce del Cliente" form is available online to submit complaints and can be accessed from the dedicated page on www.fsbusitalia.it, which automatically forwards it to the company.
The Complaints form may be downloaded in PDF format, and is available at company ticket offices or Public Relations Offices, where present. It can be handed over at company ticket offices or Public Relations Offices, or sent to the relevant company postal addresses by registered mail or by certified electronic mail.
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) with 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) with 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. File a complaint with 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 Law 146/1990, as amended by Law 83/2000, the Company provides timely information on the arrangements for planned strikes. Under the above legislation, in the event of a strike the essential services required to safeguard constitutionally protected personal rights, as further specified in Article 1(2) of Law 83/2000, are guaranteed in all cases. Unless otherwise provided for in service contracts, at least five days’ notice is given, together with the duration of the work stoppage. In the event of a strike, all services departing from their point of origin during the following guaranteed time bands are in any case operated:
11.3. Accessibility
Busitalia offers its services to all citizens on an equal-treatment basis and promotes access to its transport services for all persons with disabilities and reduced mobility.
During the journey, passengers must assist older persons and persons with reduced mobility by not occupying the seats reserved for them, which must in all cases be given up when requested by an entitled passenger. All vehicles have at least one seat reserved for older persons, persons with reduced mobility and pregnant women.
Depending on the vehicle type, recently acquired vehicles are equipped with a wheelchair ramp, low floor and at least one central area reserved for passengers with reduced mobility.
Company ticket offices and the customer assistance service provide persons with disabilities and reduced mobility with full information about services and access conditions.
To request information, passengers may write to the dedicated email addresses published on fsbusitalia.it, stating “Accessibility of Local Public Transport services” in the subject line.
11.3.1. Companions for persons with disabilities
A companion may travel free of charge where the need for continuous assistance is established by possession of a Disability Card bearing the letter “A” on the front (indicating that the holder requires a companion or more intensive support), or by an equivalent document issued by the competent authorities.
11.3.2. Stops/bus stations
The Company has no control over infrastructure conditions and therefore over access for persons with disabilities or reduced mobility at the stops and bus stations served; consequently, no guarantee can be provided in this regard.
11.3.3. Denied transport
Where the configuration of the vehicle or infrastructure, including stations and stops, makes it physically impossible to board, alight or transport a person with disabilities or reduced mobility safely, the Company reserves the right not to issue or otherwise provide a ticket or not to allow the person concerned to board the bus. In this case, the person concerned will be informed of any acceptable alternative means of transport using the services offered by the Company.
The passenger concerned will be informed immediately of the reasons for the denial of transport and, upon request, in writing within five working days of receipt of the request.
11.3.4. Transporting wheelchairs or walking aids
Persons with disabilities or reduced mobility are entitled to carry their folding wheelchair or walking aids free of charge in the vehicle’s luggage compartment or in the dedicated on-board space, where available.
Transport in a wheelchair may be denied where sufficient evidence shows that safe transport may not be possible or is uncertain. The Company accepts no liability for damage attributable to the wheelchair’s inadequate technical condition.
The Company will reimburse the cost of repairing or replacing mobility equipment (such as wheelchairs and other assistive devices) where loss or damage is attributable to the carrier. Where necessary, the carrier will make every reasonable effort to provide a temporary replacement for the 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 refunds/compensations
12.1.1. Refunds due to inefficiency - BUS/TRAM
For bus/tram transport services, Busitalia provides refunds in the event of inefficiencies assimilated to CANCELLATIONS OR DELAYS/ANTICIPATIONS pursuant to Article 48, paragraph 12-ter, of Decree-Law 50 of 24 April 2017, converted into law, with amendments, by Article 1(1) of Law 96 of 21 June 2017.
Refund claims can be made for the following cases:
a) Urban services:
b) Inter-city services:
No refund is due if the delay or interruption of service results from circumstances and factors beyond the Company's control (including, but not limited to, natural disasters, strikes, weather events, critical road conditions and other unforeseeable emergencies).
If one of the cases referred to in the above points (A, B) occurs, the refund claim must be made in writing, using the dedicated form, at the customer info points, or sent by certified emails - within seven days of the event occurring - to Busitalia, by specifying the event that generated the request, the line, the journey departure and arrival stop, the timetable of the service used, the claimant’s name, surname, address, email address, and enclosing:
The refund is equal to:
No refunds of less than EUR 4.00 and no allowances to holders of reduced tickets will be granted.
12.1.2. Refunds for non-/partial use of the service
Refunds are only and exclusively granted for annual season tickets not subject to promos and/or reduced fares, in documented cases where the season ticket holder is unable to use it for the reasons stated in the dedicated paragraph.
The request claim should be submitted to Busitalia in good time or whenever the impossibility arises, duly documenting the reason.
Refunds are subject to verification of the reasons stated, and a 5% penalty deduction is withheld from the nominal value of the season ticket refunded.
In the event of partial use of the annual season ticket, Busitalia or its subsidiary, after carrying out the necessary checks, shall refund the difference between the price paid net of the penalty and the price due for actual use, the latter being calculated by taking into account the ordinary value of the monthly season ticket for each month used or fractions thereof.
Badges are non-refundable.
Season tickets may not be suspended.
If the service is interrupted/suspended/modified temporarily or permanently, by decision of the Competent Entities, any refunds and the relevant modalities are subject to the provisions of the aforementioned Entities.
Refund claims may be submitted by:
The refund claim must be made in writing, using the dedicated form sent by certified email, to Busitalia, specifying name, surname, address, contact details, badge number/season ticket number, reason for the request and supporting documents.
Cases of refunds for non-/partial use of the service
Refunds for non-/partial use of the service are only and exclusively granted for annual season tickets not subject to promos and/or reduced fares, in documented cases where the season ticket holder is unable to use it.
For the purpose of verifying the inability of the season ticket holder to use it, the cases provided for are specified:
a) Change of residence or domicile: refunds are only granted upon presentation of a certificate/document proving the change of residence or domicile.
b) Change of school: refunds are only granted upon presentation of a certificate/document proving enrolment at another school.
c) Withdrawal from studies: refunds are only granted upon presentation of a certificate attesting to the withdrawal from studies.
d) An illness/accident that does not allow the season ticket holder to use the services: refunds are only granted upon presentation of a medical certificate with no diagnosis issued by a public or private hospital, for a certified period of hospitalisation that includes the season ticket period.
For changes of residence or school, the Company shall verify/establish that the new situation does not allow the ticket holder to use the season ticket anyway.
12.2. Compensation for failure or delay in responding to a complaint
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” to ART Resolution 28/2021, in the event of a delayed reply, the customer is entitled to receive automatic compensation commensurate with the price of the ticket for the transport service, for no less than:
a) 10% in the case of a reply supplied between the 91st and 120th day after receipt of the complaint;
b) 20% in the case of a reply not provided by the 120th day after receipt of the complaint.
In case of season tickets, the amount of such compensation to be paid in case of delayed reply is equal to the percentage set out in points a) and b) with respect to the daily portion (total cost/days of validity) of the full cost of the season ticket.
In the case of ticket books, the amount of such compensation to be paid in case of delayed reply is equal to the percentage set out in points a) and b) with respect to the value of the single ticket (total cost/number of tickets).
In all cases, compensation is not due if:
For details on how the 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 one of Busitalia’s vehicles (or one of its Subsidiaries’) or while getting on/off them, suffers personal injury as a result of an accident that is related to the service, Busitalia (or its 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 its 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 its 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 a disability or persons with reduced mobility or of injury to support dogs used by a person with a disability or reduced mobility, attributable to the Company, it 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.
Please refer to the Info page on the fsbusitalia.it portal for compensation methods.
Lost property found on board vehicles must be handed over to the driver/travelling personnel or to the dedicated company structures.
Any property found is retained for its rightful owners within the terms of the law for their collection. Lost property on board vehicles is generally recovered during cleaning operations, and is available the day after being found at the lost property office. Before going to this office, call the relevant offices to actually verify if they have found the lost property. Owners can reach the contact details given on the company website www.fsbusitalia.it, providing all the information needed to confirm their ownership.
The Company is not liable for objects left unattended in company vehicles and premises.
Busitalia is in no way bound to finding or safekeeping any lost property, and is also not liable in the event of failure to find any lost property or its partial finding, if the object is damaged or does not fully correspond to the condition in which it was left in the vehicles.
The service is of a commercial nature and does not replace the provisions of current legislation concerning the recovery of lost property (Civil code 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 its Subsidiaries's services belong exclusively to Busitalia, which shall retain ownership thereof even after termination of the contract. The purchase of Busitalia's 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 Italian 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.
Review of September 2026