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PROTECTION OF THE TRAVELER

In line with the objectives of safeguarding traveller satisfaction, Ferrotramviaria is committed to ensuring comprehensive protection for users in the event of complaints, observations, and requests regarding the services offered. The company also pledges to provide forms of reimbursement or compensation in the case of any service disruptions or irregularities encountered during service delivery.

Redemption requests may be sent as follows:

Using the special REGISTER COMPLAINTS available to the public at all stations on the railway line;

By calling 080 5299348 - RELATIONS OFFICE WITH CUSTOMERS. The service is working from 9.00 to 13.00 on weekdays from Monday to Friday;
By calling 080 5299111 - SWITCHBOARD. The Customer Care service is available every day from Monday to Sunday, from 5.00 to 24.00;

Fax, to the number 080 5235480;

Ordinary mail address:

FERROTRAMVIARIA SpA - FERROVIE DEL NORD BARESE E AUTOLINEE

Direzione Generale Trasporto

Ufficio Relazioni con la Clientela

Piazza Aldo Moro n. 50/b - 70122 BARI;

By an e-mail, sending to reclami@ferrovienordbarese.it;

Using the form for complaints in this website www.ferrovienordbarese.it;

Using the official App "Ferrotramviaria SpA" for mobile devices with Android and Apple operating systems (IOS), clicking on the "Contacts / Messages".

Please remember that for a complaint to be considered, must be submitted within 90 days of the event and it must include at least:

a) Identifying details of the user (name, surname, contact information) and of any representative, attaching in this case the proxy and an identity document of the user.

b) Identifying details of the journey made or planned (date, departure time, origin, and destination) and of the transport contract (ticket number) or a copy of the travel document.

c) A description of the service discrepancy noted with respect to one or more requirements defined by European or national regulations or by the service charter.

For all cases requiring a response, the Company will provide a written reply to the parties concerned promptly and, in any case, within no more than 30 days from the date of the company protocol. If these deadlines are exceeded without a response, the traveller may contact the Transport Regulation Authority (via Nizza 230, 70126 - Turin; pec@pec.autorita-trasporti.it) and/or undertake out-of-court resolution procedures for disputes. Furthermore, if the Company fails to respond to the complaint within ninety days, an automatic compensation is provided to the customer. The user is entitled to receive automatic compensation proportional to the price of the purchased ticket/subscription, not less than:

a) 10% if the response is provided between the ninety-first and the one-hundred-twentieth day from receipt of the complaint;

b) 20% if the response is not provided within the one-hundred-twentieth day from receipt of the complaint.

List attached

Service Quality Report - 2022
Bus Service - Claim form
Train Services - Claim form