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Reports and complaints

The objective of V.I.T.A. S.p.A. is to maintain the highest standards of efficiency and safety of the services offered to passengers.
For this reason our company follows precise procedures, created ad hoc in order to make the journey of our customers as comfortable as possible, as is also evident in our Service Charter, aiming to:

a) guarantee high levels of quality of the services offered through constant monitoring;
b) continuously improve the services offered;
c) implement and keep updated the quality management system in compliance with the requirements of the current

UNI EN ISO 9001 and 14001 standards. On this page you will find information on passengers’ rights in the bus transport sector. Acting in a customer-oriented manner is our highest priority. We therefore ask you to contact our customer service, without hesitation, should you encounter any shortcoming during your journey.

You can contact us at: +39 0125 966546-7-8, (The cost of the call depends on your telephone operator) or you can send us an e-mail at: info@vitagroup.it

We are eager to find the optimal solution to our passengers’ problems, and we are always available to meet our customers, to satisfy them even beyond the current passenger rights.

Passenger rights under Regulation (EU) No. 181/2011

a) Information on passenger rights

V.I.T.A. S.p.A. in compliance with national legislation and the provisions of Regulation (EU) No. 181/2011 (“Regulation”) on the rights of passengers travelling by bus, wishes to guarantee its passengers a high level of protection whatever their destination.

The Regulation provides a minimum set of rights for passengers travelling by bus within the European Union which, by way of example and not exhaustively, include:

  • non-discriminatory transport conditions;
  • access to transport for persons with disabilities and reduced mobility without additional charges and compensation for the loss or damage of equipment facilitating their mobility;
  • minimum standards for passenger information before and during the journey, as well as general information on their rights;
  • complaint management systems accessible to all passengers;
  • independent national bodies in each Member State responsible for ensuring the application of the regulation and, where appropriate, imposing penalties.

Interested passengers may have access to appropriate and understandable information on their rights directly from the full text of Regulation (EU) No. 181/2011, or access the summary of the Regulation drawn up by the European Commission, available in Italian.

As provided for by the Regulation, in Italy the Authority competent to supervise its correct application is the Transport Regulation Authority (ART), which may carry out monitoring and fact-finding surveys on services, as well as evaluate any passenger complaints.


b) Right to submit complaints and procedures

Passengers, duly informed of their rights under this Regulation, may submit, in the event of an alleged infringement of the provisions of the Regulation itself, any complaints according to the procedures specified below.

1. Complaint to V.I.T.A. S.p.A. (first instance)

In the first instance, passengers must submit a written complaint to V.I.T.A. S.p.A. by:

  • registered post to the address: Via Nazionale 10, 11020 Arnad (AO);
  • certified email: vitaspa@pcert.it.

The passenger must submit the complaint within three months from the date of the journey, made or planned, on a scheduled bus. V.I.T.A. S.p.A. will inform the passenger, within one month of receipt of the complaint, whether it has been accepted, rejected or whether the matter is still being processed, and within three months will provide a definitive response.

2. Complaint to the Transport Regulation Authority (second instance)

Only in the second instance, and only after 90 days from the sending of the first complaint to V.I.T.A. S.p.A., passengers may submit a complaint to the competent national body designated by the Regulation, identified as the Transport Regulation Authority. Passengers must submit any reports by:

For further information consult the website www.autorita-trasporti.it.