From the home page of the online shop, select your departure and arrival stops, whether you want a one-way or return trip, the date of travel and the number of passengers (maximum 4 passengers, whether adults or children), then click on the ‘Search’ button.

Choose the trip that meets your needs from the list of available options. The lowest price currently available is shown next to each service; if the service is operated by another company, its name is displayed on a dedicated label. After selecting a service, enter each traveller’s name and surname and choose whether to purchase any extras for the trip, such as additional or special luggage. Select “Go to checkout” to enter your contact details (email address and phone number) and any voucher you may have. Once you have accepted the transport conditions and privacy policy, you can proceed with payment using the Nexi portal.

Alternatively, tickets for the Crotone-Rome-Perugia route can be purchased from authorised Ticket Points and travel agencies. 

Online purchase: by credit card (VISA/MasterCard/Maestro/Amex/Diners Club/JCB/Discover) or Google Pay, using the Nexi portal.

Purchase from the driver on the Padua–Cortina, Milan–Bormio-Livigno, Florence–The Mall Firenze and Verona–Brescia–Orio al Serio services: payment by credit card, debit card or Apple Pay.

Purchase from the driver on the Crotone-Rome-Perugia route: cash payment.

It is not possible to book a specific seat: you may sit in any available seat. Passengers travelling with children and passengers with reduced mobility have priority when choosing a seat.

Tickets are personal: each passenger must travel with a valid ticket bearing his or her name and surname.

The invoice request for tickets must be made at the time of purchase or no later than 2 days afterwards. After this deadline, invoices can no longer be issued for tickets.

How to request an invoice: the passenger must provide the ticket details in writing by completing the “Information requests – Invoice request” form.

The information required for an invoice request is: Company name, VAT number, tax code, company or sole trader address, recipient code, certified email (PEC) address, fiscal receipt number, route travelled, and the passenger’s name and surname.

Passengers may board subject to seat availability, at the price displayed on the relevant notice on board.

When booking, we apply the lowest price among all available fares and discounts. Children under 4 years of age travel free of charge.

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 and must be placed in the hold compartment. Transport of non-folding prams/buggies is not guaranteed.

Minors under the age of 14 may travel only when accompanied by a parent, legal guardian, or another adult. If accompanied by an adult other than a parent or legal guardian, they may travel only with written authorization from the parent or guardian. The form can be printed using the link below.

Minors aged 14 to 17 may travel alone subject to parental authorization. The form can be printed using the link below.

On the Crotone-Rome-Perugia route, children aged 0 to 4 must travel in a child seat secured with the bus seat belts; the parent or accompanying adult must provide the child seat.

A companion or guide dog travels free of charge, but the passenger must provide appropriate documentation confirming the need for assistance. To reserve a place for a companion or guide dog, please contact customer service at least 7 days before the scheduled departure.

Foldable wheelchairs, mobility aids and other medical aids may be transported free of charge. To allow us to check the available transport options, the passenger must contact customer service before booking and provide the exact model of the wheelchair or other walking aid, at least 7 days before the scheduled departure.

Furniture, furnishings or parts thereof, household appliances, surfboards, motor vehicle parts and cardboard boxes may not be transported on our buses.

On the Verona–Brescia–Orio al Serio, Florence–The Mall Firenze, Padua–Cortina and Milan-Bormio–Livigno services, you may bring one piece of hand luggage and one item of hold luggage free of charge. Remember to attach a label bearing your name and address to both items.

Hand luggage: 50 x 30 x 25 cm, weighing no more than 10 kg. We recommend keeping valuables in your hand luggage.

Hold luggage: 80 x 50 x 30 cm, weighing no more than 20 kg.

On the Crotone-Rome-Perugia route, you may transport free of charge, without occupying a seat and positioned so that it does not obstruct the aisle or inconvenience others, one item of hand luggage measuring no more than 85 cm in total (length + width + depth), or 40 x 30 x 15 cm, with a total weight not exceeding 5 kg, and two items of hold luggage measuring no more than 140 cm in total (length + width + depth), with a combined weight not exceeding 32 kg.

Passengers must attach a label bearing their name, surname and address to every item of luggage.

Luggage promotions may be available on some of our routes. Details of any promotions are provided on the page dedicated to each service.

Only on the Verona–Brescia–Orio al Serio, Florence–The Mall Firenze, Padua–Cortina and Milan-Bormio–Livigno services, you must register it as special luggage. Its total dimensions (height + width + depth) must not exceed 240 cm and it must weigh no more than 30 kg.

Add it at the time of purchase. Please remember that space for special luggage is limited.

On the Crotone-Rome-Perugia route, luggage exceeding the dimensions permitted for the route cannot be transported.

Only on the Verona–Brescia–Orio al Serio, Florence–The Mall Firenze, Padua–Cortina and Milan-Bormio–Livigno services, an additional item of hold luggage may be purchased together with the ticket, either online or from the driver or at the station. Additional luggage may measure up to 80 x 50 x 30 cm and weigh no more than 20 kg. Availability and prices vary according to the route, service, time and purchase channel.

On the Crotone-Rome-Perugia route, no luggage may be transported in addition to the allowance included with the ticket.

Foldable bicycles may be transported if placed in a suitable bag and loaded in the hold compartment. A foldable bicycle is treated as special luggage, so the relevant supplement must be purchased together with the ticket.

Bicycle promotions may be available on some of our routes. Details of any promotions are provided on the page dedicated to each service.

Electric bicycles, electric scooters and other battery-powered micromobility devices may not be transported.

On the Verona–Brescia–Orio al Serio, Florence–The Mall Firenze, Padua–Cortina and Milan-Bormio–Livigno services, one small dog, cat or other small pet may travel free of charge if kept in a suitable carrier measuring no more than 70 x 30 x 50 cm, provided it does not occupy a seat. Alternatively, an animal up to medium size may travel with the purchase of an additional ticket.

On the Crotone-Rome-Perugia route, only assistance dogs may travel free of charge, even when the passenger is accompanied by other people, on all categories of bus in service.

For assistance dogs, passengers must carry a training certificate in which the relevant dog-training centre or institution confirms on headed paper, or with a clearly legible stamp, that the animal is a service dog. The certificate must be shown to inspection staff on request. No certification is required for guide dogs accompanying visually impaired passengers.

Passengers are responsible for supervising any dog travelling with them and are solely liable for any damage caused by the animal.

Excessively bulky items and items containing foul-smelling, harmful or dangerous substances may not be transported. This includes explosive or flammable materials and objects, substances liable to spontaneous combustion, and toxic, infectious, radioactive or corrosive materials. Parcels may not be shipped.

Complete the ‘Information requests – Lost property’ form with the trip details (date, time, departure and arrival stops, PNR) and a description of the item you lost.

This service is provided as a customer courtesy and does not replace the procedures established by current legislation concerning found property (Articles 927 et seq. of the Italian Civil Code). Please provide the trip details (date, time, departure and arrival stops, identification code), a description of the lost item and the ticket details so that the request can be matched to the travel document.

An “error” screen may appear during or at the end of the purchase process.

If you are unsure whether your purchase was completed, check the inbox of the email address used for the order, including the spam folder, before trying to purchase again to see whether you have already received a booking confirmation.

If your inbox does not contain a booking confirmation, try the following:

• clear your browser cache and cookies;
• close the browser, reopen it and book again, preferably using Google Chrome.

You can also try using a different email address for the booking.

If the message appears again, try making your booking at another time.

For further information about payment attempts, contact your bank, which has direct access to your transactions.

If you encounter a credit card problem when purchasing a ticket, try the following:

• clear your cookies and cache, close the browser, reopen the website and try booking again;
• use a different browser, such as Google Chrome;
• try using a different email address.

Remember that if your card uses 3D Secure, an additional verification layer in the form of a PIN or password, you must complete an additional verification step on your bank’s 3D Secure page to complete the purchase. Make sure you enter the PIN or password correctly.

If you were charged for the ticket more than once, this is probably a temporary error that should resolve automatically within 24 hours.

If the problem persists, contact us through our support channels and we will resolve it as soon as possible.

You can change your trip by cancelling the previous booking up to two minutes before the scheduled departure. You will receive a voucher for the exact amount of the trip previously purchased. It is valid for one year from the date of issue and may be used once, in a single transaction.

Go to busitaliashop.it, click “Plan your trip”, then “Retrieve ticket”. Enter the ticket details and select “Cancel”.

Before departure, you must check the date of travel, time, departure stop and arrival stop.

You must also arrive at the departure stop at least 10 minutes before the scheduled time.

Smoking is prohibited on our buses, including the use of electronic cigarettes. You may, however, leave the bus at scheduled stops for a cigarette, provided smoking is permitted at that stop. Please inform the driver before leaving the bus and do not go too far away during stops.

No, unfortunately this is not possible. If you do not board the bus at the stop you booked, your ticket will no longer be valid at the next stop. If your plans change, you can cancel your purchase and buy a new trip up to the departure time.

For insurance reasons, the same rule also applies if you intend to leave the bus before your booked stop.

Unfortunately, it cannot wait for you. Our buses operate to scheduled itineraries and must therefore keep to fixed timetables. We recommend arriving at the bus stop at least 15 minutes before departure.

If the purchased service is cancelled or its departure is delayed by more than 120 minutes for reasons directly attributable to the company, you may choose one of the following options:

1.      continue your trip on a later service;

2.      if purchased online through busitaliashop.it, receive a trip cancellation voucher requested by email, which can be used to purchase a new trip as described in the relevant section of the Conditions of Carriage;

3.      receive a refund using the original payment method or by bank transfer.

No ticket refund is available for delays caused by accidents, traffic, severe or exceptional weather conditions, or other force majeure events beyond the company’s control.

Vouchers cannot be combined with one another or with other types of voucher.

The email containing the code we sent you may have ended up in your spam folder.

If you would like the email to be sent again, contact us using one of the available contact methods. Include the original booking details so that we can resend the voucher code by email.

If the lost voucher was obtained through a third party, we cannot verify your refund request and cannot provide a replacement voucher.

Vouchers cannot be refunded in cash or redeemed by any other means.

The voucher must be used in full; any remaining balance will be forfeited.

A complaint may be submitted in Italian or English within three months of the date on which the scheduled service was provided or should have been provided.

To submit a complaint, use the dedicated online form available from the dedicated page on the website; the form will be sent automatically.