REFUND AND COMPENSATIONS



 
Reasons to request a refund
 
In the case of irregular services, due to causes of non-compliance attributable to the Ferrotramviaria, for which a delay in arrival at the final destination of the trip is longer than 60 minutes, the traveler can obtain a refund of the cost of the ticket purchased:
• for the part of the journey that has not yet been carried out;
• for the entire trip if the traveler does not intend to start the journey;
• for the entire trip (including the part already taken) if the continuation of the trip is no longer useful in relation to the initial program, in which case the traveler has the opportunity to return to the starting point as soon as possible, before reaching the final destination.
To obtain the reimbursement, the single ticket must be canceled at the start no earlier than 15 minutes from the beginning of the disturbance that caused the disruption and not later than the time when it ends.
For a return ticket, in case of cancellation or delay in the leg or return leg, it is calculated with respect to half the price of the ticket.
For subscription holders, the reimbursement is equal to the daily portion of the full subscription cost.

How to request a refund
 
For the reimbursement of the ticket purchased and not used, for the aforesaid reasons, the traveler, within 48 hours after the event that generated the request for reimbursement, in the case of single-ride tickets and travel A / R, or within 48 hours after the expiry of the validity of the ticket, in the case of weekly and monthly passes, must send a written request to the Ferrotramviaria, attaching the unused original ticket and a copy of the identity document.
In the case of a ticket purchased online or via the "Ferrotranviaria SpA" App and a subscription loaded on the "e-via card", the ticket identification number or the date and time of purchase of the ticket must be indicated.
In addition, the traveler must state the day, place, time and line of the non-service and specify the form of payment of the refund, to be chosen between the issuance of a replacement ticket or the payment in cash.
In case of sending via Postal Service the stamp of the accepting Post Office will be valid.


Feedback to the reimbursement request
 
Within 30 days from the date of receipt of the request for reimbursement, after proceeding with further verification and acceptance of the request, the Company will send to the domicile or e-mail address indicated by the applicant of a replacement ticket or a credential for the withdrawal of the reimbursement of the cost of the ticket in cash. The reimbursement is made in cash at the request of the traveler.
The communication is also sent in case of non-recognition.
 

You are not entitled to a refund
 
There is no form of reimbursement:
• for skipped or irregular services due to force majeure, such as natural disasters, atmospheric events, unforeseen events, strikes, road breaks or, in any case, for reasons deriving from situations not attributable to the Company;
• if its amount is less than 4 euros;
• in case of theft, loss, deterioration of the ticket and in case of non-use by the traveler's own fact;
• for tickets and season tickets at the promotional rate.


 

INDEMNIFICATION

Reasons to request compensation
 
In the case of irregular services, for reasons of non-compliance attributable to the Ferrotramviaria, for which it is foreseeable a delay in arrival at the final destination of the trip exceeding 60 minutes, where the traveler has not requested reimbursement according to the rules set out in the specific chapter and has continued the journey to the final destination, as soon as possible, with the substitutable self-services put at their disposal or with the first useful run, or following an alternative itinerary without payment of the possible difference in price, is expected to receive a delay compensation equal to :
• 25% of the single ticket price for a delay between 60 and 119 minutes;
• 50% of the single ticket price for a delay of 120 minutes or more.
In order to obtain compensation, the ticket must be stamped as well as in the departure location also in the destination.
For the return ticket, compensation, in the event of a delay in the outward or return leg, is calculated, in the percentages specified above, with respect to half the price of the ticket.
For subscription holders, compensation is calculated, in the percentages specified above, with respect to the daily portion of the full subscription cost.

How to claim compensation
 
To obtain compensation the traveler within 48 hours after the event that generated the indemnity request, in the case of single-ride tickets and A / R travel, or within 48 hours after the expiration of validity of the ticket , in the case of weekly and monthly passes, must send a written request to the Ferrotramviaria, accompanied by original travel document and copy of the identity document.
In the case of a ticket purchased online or via the "Ferrotranviaria SpA" App and a subscription loaded on the "e-via card", the ticket identification number or the date and time of purchase of the ticket must be indicated.
In addition, the traveler must state: day, place, time and line subject to delay
In case of sending via Postal Service the stamp of the accepting Post Office will be valid.

Reply to the indemnity request
 
Within 30 days from the date of receipt of the request for compensation, after proceeding with further verification and acceptance of the request, the Company will send to the address or e-mail address indicated by the applicant of a credential for the withdrawal of the indemnity in money.
The communication is also sent in case of non-recognition.

You are not entitled to compensation
 
Delay allowance is not recognized:
• holders of free tickets;
• to holders of tickets and season tickets at a promotional rate;
• for skipped or irregular services due to force majeure, such as natural disasters, atmospheric events, unforeseen events, strikes, road breaks or, in any case, for reasons deriving from situations not attributable to the Company;
• if the traveler at the time of ticket purchase has been adequately informed of the delay;
• if the delay in the expected time of arrival by continuing the journey on a different service or on the basis of an alternative itinerary remains less than 60 minutes;
• if its amount is less than 4 euros.

 

 

 

 

Redemption requests may be sent as follows:


  • Regular mail address:
 
                FERROTRAMVIARIA S.p.A - Ferrovie del Nord Barese e Autolinee
                DIREZIONE GENERALE TRASPORTO
                Ufficio Comunicazione e Relazioni Esterne
                Piazza A. Moro n. 50/B - 70122 – BARI


    • Fax number 080.5235480 *

    • E-mail, send an E-Mail at info@ferrovienordbarese.it *

    • Personally at the offices of Ferrotramviaria:

               Bari Piazza A. Moro, 50 / B, Bari
               by Monday to Friday, from 9.00 to 13.00

    • Official App '' Ferrotramviaria SpA '' for mobile devices with Android and Apple operating systems (iOS), clicking the icon Contacts / Messages *

 

 * Only for purchases of tickets online or via the "Ferrotramviaria SpA" App or loaded on the e-via card, showing the ticket identification number or data and the ticket purchase time.

 

 

Ferrotramviaria S.p.A Direzione Generale Trasporto
Piazza A. Moro, 50/B - 70122 Bari

Partita Iva: 00890311004 - C.F.: 00431220581
Registro imprese: CCIAA ROMA n. 00431220581
Capitale sociale: 5.000.000 € I.V. - R.E.A. n. 83839