{"id":1432,"date":"2026-03-14T10:38:43","date_gmt":"2026-03-14T09:38:43","guid":{"rendered":"https:\/\/www.vitagroup.it\/diritti-del-passeggero-nel-settore-del-trasporto-con-autobus\/"},"modified":"2026-05-27T13:50:43","modified_gmt":"2026-05-27T11:50:43","slug":"passenger-s-rights-in-the-bus-transport-sector","status":"publish","type":"page","link":"https:\/\/www.vitagroup.it\/en\/passenger-s-rights-in-the-bus-transport-sector\/","title":{"rendered":"Passenger&#8217;s rights in the bus transport sector"},"content":{"rendered":"<h1>Passengers&#8217; rights<\/h1>\n<div>\n<p>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 <strong>Service Charter<\/strong>, aiming to:<\/p>\n<p><strong>a)<\/strong> guarantee high levels of quality of the services offered through constant monitoring; <br \/><strong>b)<\/strong> continuously improve the services offered; <br \/><strong>c)<\/strong> implement and keep updated the quality management system in compliance with the requirements of the current UNI EN ISO <strong>9001<\/strong> and <strong>14001<\/strong> standards.<\/p>\n<p>On this page you will find information on passengers&#8217; rights in the bus transport sector. Acting in a customer-oriented manner is our highest priority.<\/p>\n<p>We therefore ask you to contact our customer service, without hesitation, should you encounter any shortcoming during your journey.<\/p>\n<p>You can contact us at: <strong>+39 0125 966546-7-8<\/strong> (The cost of the call depends on your telephone operator), or you can send us an e-mail at: <strong><a class=\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\" href=\"mailto:info@vitagroup.it\">info@vitagroup.it<\/a><\/strong><\/p>\n<p>We are eager to find the optimal solution to our passengers&#8217; problems, and we are always available to meet our customers, to satisfy them even beyond the current passenger rights.<\/p>\n<\/div>\n<hr>\n<ul>\n<li>\n<p><a href=\"\/diritti-dei-passeggeri\/#articolo1\">Right to transport and company responsibility<\/a><\/p>\n<\/li>\n<li>\n<p><a href=\"\/diritti-dei-passeggeri\/#articolo2\">The travel document<br \/>\n<\/a><\/p>\n<\/li>\n<li>\n<p><a href=\"\/diritti-dei-passeggeri\/#articolo3\">Travel information<br \/>\n<\/a><\/p>\n<\/li>\n<li>\n<p><a href=\"\/diritti-dei-passeggeri\/#articolo4\">Rights of passengers with disabilities or reduced mobility<br \/>\n<\/a><\/p>\n<\/li>\n<li>\n<p><a href=\"\/diritti-dei-passeggeri\/#articolo5\">Behavioural rules and passenger responsibility<br \/>\n<\/a><\/p>\n<\/li>\n<li>\n<p><a href=\"\/diritti-dei-passeggeri\/#articolo6\">Cancellation or delay<br \/>\n<\/a><\/p>\n<\/li>\n<li>\n<p><a href=\"\/diritti-dei-passeggeri\/#articolo7\">Transport of minors<\/a><\/p>\n<\/li>\n<li>\n<p><a href=\"\/diritti-dei-passeggeri\/#articolo8\">Luggage transport<br \/>\n<\/a><\/p>\n<\/li>\n<li>\n<p><a href=\"\/diritti-dei-passeggeri\/#articolo9\">Transport of animals<\/a><\/p>\n<\/li>\n<li>\n<p><a href=\"\/diritti-dei-passeggeri\/#articolo10\">Complaints handling mechanism<\/a><\/p>\n<\/li>\n<\/ul>\n<div>\n<h5>Article 1<\/h5>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<h2 class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>Right to transport and company responsibility<\/strong><\/h2>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">Passengers have the right to transport under contractual conditions and fares offered by the Company to the public without any direct or indirect discrimination based on the passenger&#8217;s citizenship or place of establishment of the company.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The Company undertakes to transport the person holding a valid travel document on the purchased route.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">In the event of violation of the requirements regarding objects that the passenger carries with them (dangerous objects, explosive or flammable materials etc.) and\/or animals transported, as described in more detail in ART. 9 of these conditions, the Company has the right to refuse transport or take measures to ensure the safety of transport and the passengers being transported.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The Passenger has the right to the transport service indicated on the travel document\/ticket.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The Company is responsible for the fulfilment of the transport service, in accordance with the legal requirements, terms and within the limits set by these transport conditions. The Company pays compensation for any damages caused to the passenger \u2013 from the moment of boarding the bus until alighting \u2013 due to its own responsibility, excluding damages caused by the negligence of the traveller (see passenger rights and duties).<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The Company ensures transport to passengers except in cases where adverse weather conditions or serious natural disasters occur that put the safe operation of bus services at risk.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-pre-wrap leading-[1.7]\"><strong>1.1. Strike<\/strong> <br \/>Based on current regulations, in the event of a strike in the transport sector, the guaranteed services will nonetheless be provided by the Company and will be promptly communicated from time to time to users, through company websites, ticket offices, affiliated travel agencies and the Company&#8217;s information offices. [possible discretionary addition]<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-pre-wrap leading-[1.7]\"><strong>1.2. Privacy <\/strong><br \/>Personal data relating to travellers will be processed by the Company on computer and paper support, in full compliance with Regulation (EU) 2016\/679 on the protection of personal data and subsequent amendments or additions that may be made by the National legislator, according to principles of transparency, relevance and non-excess for purposes strictly connected to the provision of the transport service. Information regarding any cancellations or delays to the departure of a regular service will be provided to passengers as established in art. 6 of these transport conditions, provided that the passenger has requested this at the time of booking\/purchasing the travel document and has provided the carrier with the necessary data to be contacted.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">Failure to communicate such personal data will make it impossible to fulfil the information obligations to users.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<hr>\n<div>\n<h5>Article 2<\/h5>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<h2 class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>Travel documents<\/strong><\/h2>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The passenger has the right to the transport service from the Company only if in possession of a valid travel document issued in their name, for the route, date and departure time indicated. Travel documents are personal and cannot be transferred. No changes to boarding and\/or alighting locations or route reversal are permitted. [possible discretionary addition]<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-pre-wrap leading-[1.7]\">The Company&#8217;s tickets can be purchased at: \u2013 affiliated travel agencies<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-pre-wrap leading-[1.7]\">2.1. Conditions of use The ticket can be requested for a single journey, a return journey or a weekly, monthly or pay-as-you-go subscription.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The travel document contains all the necessary information to define the content of the transport contract. At the time of purchasing the travel document, before completing the transaction, if purchased at outlets affiliated with the Company, the passenger is required to immediately verify the accuracy of the data contained therein, with particular reference to the name indicated, the price paid, the route, the date and departure time, also ensuring that the applicable fare reduction has been applied [where provided] and that the price paid corresponds to that shown on the travel document.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The travel document indicates the service manager to whom any complaint should be made, as well as the web address of the &#8220;Complaints&#8221; section, even where the transport contract is concluded through a travel agent or tour operator. In the case of cumulative travel documents, users may submit the complaint to any of the service managers involved, who cooperate for its examination.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-pre-wrap leading-[1.7]\"><strong>2.2. Validity of travel document <\/strong><br \/>The issued travel document is valid exclusively for the day, time and journey indicated and must be shown upon every request by service staff.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">If without a travel document (paper and\/or electronic) the passenger may be admitted on board, within the limit of available seats, and the ticket will be issued by on-board staff with a price supplement.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">A counterfeit, incomplete or otherwise illegible travel document is not valid.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The travel document is for all intents and purposes a fiscal document. To request an invoice, consult point 2.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>2.3. Cancellation or refund of travel document <\/strong><br \/>Ticket cancellation must take place before the booked departure, during office hours and must be carried out by going in person to the Agency affiliated with the Company where the travel document was purchased or by telephone on 0125966546 or by e-mail to <a class=\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\" href=\"mailto:vitaspa@vitagroup.it\">vitaspa@vitagroup.it<\/a>. In the event of cancellation of the journey by the traveller, they are entitled to a refund of the ticket price in the amount of:<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<ol>\n<li class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">100% for cancellations registered at least ten days before departure; beyond this deadline no refund is due;<\/li>\n<\/ol>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">No refund is due for cancellations made after the departure of the service from the terminus. Without prejudice to what is stated in the first paragraph, refund requests for purchased tickets must be sent by email to <a class=\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\" href=\"mailto:vitaspa@vitagroup.it\">vitaspa@vitagroup.it<\/a> or in writing to: V.I.T.A. S.p.A. Via Nazionale n. 10 11020 ARNAD (AO) enclosing the original ticket duly cancelled and indicating the account holder and IBAN code of the bank account to which the credit is to be made.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The passenger forfeits the right to request a refund, where due, if not exercised within 60 days from the date of cancellation. Refunds will be made within two months from the date of receipt of the request, except in cases requiring longer investigations. The carrier is not required to refund the unused portion of the ticket due to the passenger&#8217;s inability to continue the journey caused by their failure to comply with legal provisions, or for reasons attributable to them (for example if they do not return at the scheduled time after a rest stop or must alight from the bus for personal or health reasons or are made to alight by on-board staff or the authorities for harassment or drunkenness, etc.).<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-pre-wrap leading-[1.7]\"><strong>2.4. Theft and loss of travel document <\/strong><br \/>Lost, stolen or deteriorated tickets are not refundable. In the event of loss, theft, destruction or deterioration of an already purchased travel document, the passenger may travel on the service for which they were personally booked upon delivery of the report to the authority or simple self-certification with attached copy of identity document, without prejudice to the issuance of a new ticket, with only the administrative issuance costs charged to the passenger.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-pre-wrap leading-[1.7]\"><strong>2.5. Verification and regularisation on board of the travel document <\/strong><br \/>On-board staff (drivers and\/or external persons specifically appointed by the Company) are responsible for carrying out surveillance services of owned or concession assets, protection of company assets and equipment assigned to on-board staff as well as inspections concerning the regularity of travel documents. In particular, the staff in question is responsible for:<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<ol>\n<li>checking travel documents and imposing administrative penalties pursuant to current national and regional legislation and in particular DPR 753\/1980;<\/li>\n<li>verifying the regularity of operations: compliance with timetables, compliance with stops;<\/li>\n<li>carrying out surveillance or custody of Company-owned assets: buses, offices, ticket offices, depots etc;<\/li>\n<li>surveillance of parked buses and control of access on board;<\/li>\n<li>on-board checks aimed at detecting security risk elements \u2013 abandoned luggage, dangerous objects, etc. \u2013 and any critical situations.<\/li>\n<\/ol>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The staff in question is also responsible for any other control or surveillance service deemed necessary by the Company, for the performance of which the exercise of public authority or the operational employment of members of the police forces is not required.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The staff appointed by the Company has verification power which includes control over the identity of persons when this is strictly and functionally connected to the surveillance and custody activity mentioned above and consequently to impose penalties which, in the case of regularisation of the travel document, is equal to double the evaded fare.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>2.6. Invoicing of travel document <\/strong><br \/>The travel document fulfils the function of a fiscal receipt pursuant to article 12 of law 30.12.1991 n. 413. The issue of an invoice can be requested by the passenger within 24 hours from the date of purchase at the following email address <a class=\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\" href=\"mailto:vitaspa@vitagroup.it\">vitaspa@vitagroup.it<\/a>. A copy of the travel document must be attached to the request. The invoice will be sent in electronic format to the email address provided by the passenger.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-pre-wrap leading-[1.7]\"><strong>2.7. Checking of travel documents on TPL services<\/strong><br \/>Users of regional and local public transport services are required to obtain a valid travel document, to validate it at the beginning of the journey and at each individual exit, if provided, in accordance with the specific requirements, to keep it for the duration of the route and to show it upon request of the inspecting agents. Validation must be carried out, in accordance with the specific requirements, on the occasion of each individual access to the transport vehicles used. Violation of these obligations results in the application of a financial penalty equal to sixty times the value of the ordinary ticket and in any case not exceeding 200 euros. In the event of failure to present a suitable travel document upon request of the inspecting agents, the imposed penalty is cancelled if it is possible to demonstrate, with adequate documentation, at the Company&#8217;s offices, possession of a personal document found to be valid at the time of the inspection.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The recordings of the video surveillance systems present on board the vehicles may be used for the purpose of combating fare evasion and as evidence, in compliance with current legislation on the processing of personal data, for the identification of any violators who refuse to provide their personal details to the inspecting agents, including possible transmission to the competent law enforcement authorities.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<hr>\n<div>\n<h5>Article 3<\/h5>\n<h2><strong>Travel information<\/strong><\/h2>\n<p>The Company ensures, through the available forms and means, the widest possible information to users regarding the methods of service provision and the non-discriminatory access conditions for the transport of persons with disabilities or reduced mobility. The access conditions, concerning travel and transport conditions, also include a summary of the applicable national and international legislation and are made available to the public in physical form and, in accessible formats, upon express request or on the Company&#8217;s website. At the latest at the departure of the service managed by the Company and purchased by the passenger, the latter has appropriate information on the rights conferred by law. This information includes the data necessary to contact the body responsible for monitoring the application of national and international provisions on the rights of passengers travelling by bus, as referred to in article 10 of these transport conditions.<\/p>\n<\/div>\n<hr>\n<div>\n<h5>Article 4<\/h5>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<h2 class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>Rights of passengers with disabilities or reduced mobility<\/strong><\/h2>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The Company guarantees the transport of persons with disabilities or reduced mobility without any additional charge and, in offering its services to them, makes every effort to ensure accessibility and information. In order to guarantee better assistance to persons with disabilities or reduced mobility, the Company provides adequate instructions to its staff in direct contact with this type of traveller.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The definition of &#8220;persons with disabilities&#8221; or &#8220;persons with reduced mobility&#8221; includes:<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<ul class=\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\">\n<li class=\"whitespace-normal break-words pl-2\">persons who use a wheelchair due to illness or documented disability;<\/li>\n<li class=\"whitespace-normal break-words pl-2\">persons with limb problems or walking difficulties;<\/li>\n<li class=\"whitespace-normal break-words pl-2\">blind persons or those with visual disabilities;<\/li>\n<li class=\"whitespace-normal break-words pl-2\">deaf persons or those with hearing disabilities;<\/li>\n<li class=\"whitespace-normal break-words pl-2\">persons with documented mental disability.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>4.1. Right to transport and special conditions<\/strong> Transport of persons with disabilities or reduced mobility is always permitted except in the following cases:<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-pre-wrap leading-[1.7]\">a) to comply with safety obligations established by EU, international and national legislation or health and safety obligations established by the competent authorities; b) where the configuration of the vehicle or infrastructure, including stops and stations, makes it physically impossible to board, alight or transport the person with disabilities or reduced mobility safely and in a practically feasible manner.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">Where the Company must note such impediments to transport, it informs the person with disabilities or reduced mobility and, upon request, informs them in writing within five working days of the request.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">Where a booking is not accepted or a ticket is not issued or otherwise provided for the reasons mentioned above, the passenger will be informed of any acceptable alternative services operated by the carrier.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">Where, upon the occurrence of the reasons referred to in letters a) and b) above, the Company cannot accept the transport or issue the ticket booking, the person with disabilities or reduced mobility may request to be accompanied by another person of their choice capable of providing the required assistance and in any case such as to make it physically possible for them to access the interior of the bus and be positioned safely on board during the journey, so that the impediments referred to in letters a) and b) cease to apply. In this case, the companion is transported free of charge and, if possible, may sit next to the person with disabilities or reduced mobility.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>4.2. Accessibility and information<\/strong> <br \/>In order to guarantee the protection of the right to transport, the Company has non-discriminatory access conditions for the transport of persons with disabilities or reduced mobility which are based on national and international safety legislation and which are available to the public. Passengers, should they request it, may receive all relevant general information relating to the journey and transport conditions in physical form or also in adequate and accessible formats. Such information also includes the data necessary to contact the body responsible for monitoring the application of national and international provisions on the rights of passengers travelling by bus, as referred to in article 10.2.1 of these transport conditions.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>4.3. Conditions for the provision of assistance<br \/><\/strong> The Company provides assistance to persons with disabilities or reduced mobility on condition that:<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<ol class=\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\">\n<li class=\"whitespace-normal break-words pl-2\">the person&#8217;s need for assistance is communicated to the Company with at least thirty-six hours&#8217; notice;<\/li>\n<li class=\"whitespace-normal break-words pl-2\">the person concerned presents themselves at the indicated point:<\/li>\n<li class=\"whitespace-normal break-words pl-2\">at a time previously established by the Company that does not precede the published departure time by more than sixty minutes, unless the Company and the passenger have agreed on a shorter deadline;<\/li>\n<li class=\"whitespace-normal break-words pl-2\">where no time has been established, at least thirty minutes before the published departure time.<\/li>\n<\/ol>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">Furthermore, persons with disabilities or reduced mobility must notify the Company of specific seating requirements at the time of booking or advance ticket purchase. In the absence of notification of the need for assistance, the Company will make every reasonable effort to ensure that assistance is provided in such a way that the person with disabilities or reduced mobility can safely board the departing service, take the connecting service or alight from the arriving service for which they have purchased the ticket.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">Where the above notification has been forwarded to third parties (travel agents or tour operators), these must transmit the information to the Company as soon as possible, during normal working hours, to enable the Company to comply.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">Where a person with disabilities or reduced mobility, holding a booking or ticket, who has notified their assistance needs is refused permission to board, and their companion where they are entitled to one, the Company will give the option to choose between:<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-pre-wrap leading-[1.7]\">a) the right to reimbursement and, where applicable, free return to the first point of departure, as indicated in the transport contract, as soon as possible; <br \/>b) except where not practicable, continuation of the journey or re-routing with reasonable alternative transport services to the destination indicated in the transport contract.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">At stations designated by the Ministry, the Company, within its competences, provides free assistance to persons with disabilities or reduced mobility guaranteeing the assistance and measures necessary to enable persons with disabilities and persons with reduced mobility to travel safely.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">On board its buses the Company provides the necessary assistance to enable persons with disabilities and persons with reduced mobility to obtain essential information relating to the journey in accessible formats, where requested, and to board and alight during journey stops, only if staff other than the driver are available on board.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>4.4. Compensation for wheelchairs and mobility equipment<\/strong> <br \/>In the event of loss or damage to mobility equipment or assistance devices, the Company compensates the passenger to the appropriate extent provided by law. Where necessary, the Company makes every effort to quickly provide temporary replacement equipment or devices with, where possible, similar technical and functional characteristics to those lost or damaged.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<hr>\n<div>\n<h5>Article 5<\/h5>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<h2 class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>Behavioural rules and passenger responsibility<\/strong><\/h2>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The customer is called upon to collaborate with the Company for the safety of the journey and the improvement of service quality, respecting the provisions in force for access to vehicles and facilities. Users who use the services provided by the Company are required to maintain conduct, for themselves and for others, based on the rules of good behaviour, adhering to the general conduct rules set out below.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>5.1. General conduct obligations<\/strong> Passengers must scrupulously observe the rules issued by the competent authorities in the interest of their own safety and that of third parties and the regularity of the service they use. In particular, the passenger is required to:<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-pre-wrap leading-[1.7]\">a) check in advance the data indicated on the travel document (date, time, fare, departure and arrival locations) and present themselves at the departure point at least 10 minutes before the scheduled time, unless a greater advance is expressly required in specific cases or during peak season periods; b) comply with travel requirements regarding police, health, customs and administrative authorities; c) during transport:<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">c.1.) Observe the instructions, warnings and requests of on-board staff, including those that may involve impediments or restrictions in the execution of transport, complying with the requests and warnings of service staff. In particular, passengers are required to fulfil the obligation to use seat belts where provided, when seated and the vehicle is in motion, based on information given by on-board staff and in any case provided by signs and pictograms placed on board the bus.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">c.2.) Refrain from speaking to the driver, distracting staff from their duties in any way, maintain decent behaviour, not causing disturbance to other travellers; not engage in harassing behaviour, singing, playing music, making noise, nor obscene and inappropriate speech;<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">c.3.) not lean out of windows;<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">c.4.) remain seated when the bus is in motion. In the case of use of on-board toilet facilities during the journey, it is mandatory to hold firmly onto the appropriate supports. The company declines all responsibility in the event of damage occurring to passengers who have not complied with the aforementioned requirements due to negligence.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<ul class=\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\">\n<li class=\"whitespace-normal break-words pl-2\">not consume alcohol or substances in general that may alter one&#8217;s psychomotor abilities;<\/li>\n<li class=\"whitespace-normal break-words pl-2\">respect the duration of the scheduled stop at motorway service areas (maximum 45 minutes);<\/li>\n<li class=\"whitespace-normal break-words pl-2\">as it is prohibited, beg among travellers or carry out advertising and commercial activities, even for charitable purposes, without the Company&#8217;s consent.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The passenger is not admitted to travel, and during the journey itself may be removed without the right to a refund of the price paid for the ticket, in the event that they represent a danger to the safety of the transport service under the conditions prescribed by the Highway Code. It is forbidden, in this sense, to operate emergency door opening controls or any other safety device unless necessary and in conditions of actual danger to themselves and other travellers.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<ul class=\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\">\n<li class=\"whitespace-normal break-words pl-2\">show service control staff an identity document to verify the right to a tariff discount;<\/li>\n<li class=\"whitespace-normal break-words pl-2\">take the necessary precautions and watch, as far as they are able, over their own safety and that of persons, animals and luggage under their custody.<\/li>\n<li class=\"whitespace-normal break-words pl-2\">in the event that the passenger travels with a child up to 3 years of age, the use of the appropriate approved child seat to be attached to the bus seat belts is recommended for the child, although not mandatory. It will therefore be the passenger&#8217;s responsibility to provide themselves with the child seat in question.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>5.2. Passenger liability for damages<\/strong> The passenger is liable to the Company for damages caused to the bus, its furnishings and Company staff; as well as for damages caused to other passengers and their belongings during transport. In the event of wilful damage, the Company reserves the right to file a complaint in accordance with the law and submit a claim for compensation in the competent venues.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>5.3. Smoking\/refreshment stops\/toilet<\/strong> Smoking on board the bus is prohibited, including with electronic devices, both in the passenger compartment and in enclosed spaces (toilet, cabin, etc.). Non-compliance results in the application of an administrative penalty, unless the act constitutes a more serious offence, pursuant to the applicable criminal provisions. In the event of a criminal offence, the Company will report it to the Judicial Authorities and provide the personal details of the offenders.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">Where equipped with on-board toilets, these are available to passengers. The use of the toilet is, however, only provided for in cases of extreme urgency; in this case the passenger must inform the driver who will stop in safe conditions in compliance with the provisions of the Highway Code. The company is not responsible for any injuries, damages and penalties arising from failure to comply with the aforementioned rules, which will be borne by the offender, if of legal age, or by the group leader, if a minor. On night journeys and\/or with travel times exceeding 4 hours, one (or more) stop is provided at an equipped service area, where passengers can use the facilities. Travellers must scrupulously respect the duration of the stop: unless otherwise announced by on-board staff, the duration of the stop is set at a maximum of 45 minutes (except in exceptional cases at the driver&#8217;s discretion).<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\"><\/div>\n<\/div>\n<\/div>\n<hr>\n<div>\n<h5>Article 6<\/h5>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<h2 class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>Cancellation or delay<\/strong><\/h2>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>6.1. Right to information<\/strong><\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">In the event of cancellation or delay at departure of a regular scheduled service, the Company informs passengers departing from the station of the situation as soon as possible and communicates the expected departure time as soon as such information is available and in any case no later than thirty minutes after the scheduled departure time.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">If passengers miss a connecting transport service on the network managed by the Company according to the timetable due to a cancellation or delay, the Company makes reasonable efforts to inform the passengers concerned about alternative connections. Where possible, such information is provided electronically and within the terms mentioned above, to all passengers, including those departing from bus stops, provided that the passenger has requested this and has provided the carrier with the necessary data to be contacted.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>6.2. Regular scheduled services with a route exceeding 250 km<\/strong><\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">Where the Company reasonably foresees that a service will be subject to a cancellation or a departure delay from the terminus of more than one hundred and twenty minutes or in the event of acceptance of a number of bookings exceeding the available seats, it offers the passenger the choice between:<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-pre-wrap leading-[1.7]\">a) continuation or re-routing to the final destination, without additional charges and under similar conditions, as indicated in the transport contract, as soon as possible; <br \/>b) reimbursement of the ticket price and, where appropriate, free return by bus to the first point of departure, as indicated in the transport contract, as soon as possible.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">In the event that the Company is unable to offer such a choice, the passenger will be entitled, within one month of submitting the request to the Company, to reimbursement of 50% of the ticket price, in addition to reimbursement of the ticket price.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">When a regular service is subject to a cancellation or a delay of more than one hundred and twenty minutes at departure from the stop, passengers are entitled to continuation, re-routing or reimbursement of the ticket price referred to in letter b).<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">Payment of the reimbursement is made within fourteen days of the formulation of the offer or receipt of the related request and covers the cost of the ticket at the price at which it was purchased, for the part or parts of the journey not made, and for the part or parts already made if the journey no longer serves the passenger&#8217;s original purpose. In the case of travel documents or subscriptions the payment is equal to the percentage of the full cost of the travel document or subscription.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The reimbursement is paid in cash, unless the passenger accepts another form of payment.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>6.3. Regular scheduled services with a route of less than 250 km: TPL services<\/strong><\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">Without prejudice to the provisions of Legislative Decree 4.11.2014 n. 169 on penalties for violations regarding bus passenger rights, for TPL services only, the passenger, in cases of service cancellations or delays, is entitled to a ticket refund from the Company. In particular, when a public transport service is subject to a cancellation or delay, at departure from the terminus or from a stop, exceeding 60 minutes for regional or local transport services, or 30 minutes for public transport services carried out in an urban context \u2013 excluding cases of natural disasters, strikes and other unforeseeable emergencies \u2013 passengers are entitled to a refund of the ticket price from the Company. The refund is equal to the full cost of the ticket at the price at which it was purchased. For subscription holders, the payment is equal to the daily share of the full cost of the subscription, without prejudice to compliance with the validation rules determined by the manager&#8217;s provisions. The reimbursement is paid in cash, unless the passenger accepts a different form of payment.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The Company undertakes to make known, by the end of the transport service, the methods of access to the service charter\/transport conditions and the circumstances that give rise to refunds or compensation, indicating their amount and the methods for accessing them. These circumstances also include the possibility for the individual passenger to request a refund during or immediately after the end of the transport service, upon simple presentation of the travel document.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">Please refer to the refund request procedure set out below.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>6.4. Bus breakdown during the journey<\/strong><\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">In the event that the bus becomes unusable during the journey, the Company will guarantee the continuation of the service with another vehicle from the location where the unusable vehicle is or transport from the location where the unusable vehicle is to a suitable waiting point and\/or a station from which the journey can continue.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>6.5. Assistance<\/strong><\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">In the case of scheduled line services with an expected duration of more than 3 hours, should a cancellation or departure delay from a station of more than 90 minutes occur, the Company will offer the passenger the reasonable necessary assistance with comfort items depending on the waiting times or the delay, provided they are objectively available (on the bus or at the station or in any case on site). In the event that the cancellation and\/or delay is a consequence of adverse weather conditions or serious natural disasters that put the safe operation of bus services at risk, the assistance mentioned above will not be due.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>6.6 Assistance in the event of an accident<\/strong><\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">In the event of an accident that causes the interruption of the service, the Company provides reasonable and proportionate assistance for the passenger&#8217;s immediate practical needs following the accident itself. Such assistance, where necessary, includes food, clothing, transport, first aid and accommodation, unless it is possible to use\/replace the vehicle, thus ensuring the continuation of the journey.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The assistance provided in such circumstances does not constitute recognition of liability on the part of the Company.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<hr>\n<div>\n<h5>Article 7<\/h5>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<h2 class=\"font-claude-response-body break-words whitespace-pre-wrap leading-[1.7]\"><strong>Transport of minors<\/strong> <\/h2>\n<p class=\"font-claude-response-body break-words whitespace-pre-wrap leading-[1.7]\">The Company pays particular attention to the transport of minor passengers on its services.<\/p>\n<p class=\"font-claude-response-body break-words whitespace-pre-wrap leading-[1.7]\">Before purchasing the transport service it is necessary to verify the conditions under which the minor is admitted to transport on the Company&#8217;s services and in any case subject to compliance with legal requirements. The validity of the travel authorisation declaration or accompaniment is limited to the individual journey (to be understood as outward and\/or return) outside the country of residence of the child under 14 years of age, with a specific destination.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>7.1 Transport of accompanied minors<\/strong> <br \/>Children under 14 years of age are not admitted to transport unless accompanied by an adult.<\/p>\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">Parents or those exercising guardianship responsibility for children under 14 years of age who travel unaccompanied by at least one of them and who intend to grant authorisation to a different natural person must sign the accompaniment declaration which will remain on file with the police headquarters. <\/p>\n<p>The passenger holding a ticket or subscription is entitled to have a child up to 3 years of age travel free of charge provided that the child does not occupy a seat, and is responsible for their supervision assuming all responsibility. For obligations relating to child restraint systems please refer to article 7.1. above.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>7.2. Transport of unaccompanied minors<\/strong> <br \/>For minors between 14 and 18 years of age, written authorisation must be provided by parents or guardians to be attached to the travel document.<\/p>\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">On nationally authorised lines, minors between 14 and 17 years of age may only travel if in possession of the above-mentioned authorisation issued by parents or guardians.<\/p>\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">On-board staff may request the passenger to present a valid identity document.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>7.3. Child restraint systems on board the bus<\/strong> Children aged 3 years or under may be transported (on minibuses and buses of international categories M2 and M3) without the need to adopt special measures and therefore without the need to use child restraint devices, even if installed. <\/p>\n<p>Child passengers over 3 years of age, on the other hand, must be transported using child restraint systems (with which the bus or minibus is equipped) that are compatible for use by the children themselves and must be secured with child restraint systems only if of an approved type (art. 172, paragraph 6 of the Highway Code). In the absence of a child restraint system, seat belts must be used, only if compatible with the child. This provision is valid only for children weighing less than 36 kg as provided for by Community legislation which limits the use of child restraint devices to such subjects. For compatibility with seat belts, appropriate adapters may be used where applicable.<\/p>\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">In the event of non-compliance with these requirements, the person responsible for supervising the minor present on the vehicle is liable.<\/p>\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">Passengers are required to fulfil the obligation to use seat belts, when seated and the vehicle is in motion, based on information given by on-board staff and in any case provided by signs and pictograms placed on board the bus.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\"><\/div>\n<\/div>\n<\/div>\n<hr>\n<div>\n<h5>Article 8<\/h5>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<h2 class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>Luggage transport<\/strong><\/h2>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>8.1. Type of luggage and permitted dimensions<\/strong> Luggage is divided into:<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<ol class=\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\">\n<li class=\"whitespace-normal break-words pl-2\">hand luggage: luggage of small dimensions and\/or of particular value e.g. mobile phones, laptops, PDAs, jewellery, etc., which remains within the traveller&#8217;s sphere of supervision and for which they are responsible;<\/li>\n<li class=\"whitespace-normal break-words pl-2\">luggage handed over to the carrier, to be deposited in the luggage compartment (suitcases, bags, trolleys of dimensions and weight not exceeding what is defined within the limits).<\/li>\n<\/ol>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">\u2014 Permitted dimensions<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The passenger is entitled to free transport, under their own responsibility, of one piece of hand luggage of maximum dimensions of cm. 45 x 36 x 20 and of weight not exceeding kg. 10 to be placed in the appropriate overhead locker inside the bus or in the appropriate compartments so that it remains within their own sphere of supervision.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The passenger is entitled to free transport of 1 piece of luggage not exceeding total dimensions of cm 160 (height + length + width) and of total weight not exceeding kg. 20 and except for special cases (skis, fishing rods, musical instruments etc. weighing kg 10 each), placed in the on-board luggage compartment with the assistance of service staff. This latter piece of luggage must be placed in the bus boot\/hold and must bear the clear and legible indication of the passenger&#8217;s name, address and telephone number. The luggage must be hermetically sealed by the passenger.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">Luggage possibly exceeding the above limits may be transported at the Company&#8217;s discretion and within the limits of the space available in the boot, where present, upon payment on board of a supplement paying for each additional piece of luggage or parcel a supplement equal to the cost of the ticket provided for the type of service concerned.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>8.2. Additional luggage<\/strong> It is possible to accept additional luggage only in the event of space availability in the boot and upon payment on board of a supplement as per the rates in use by travelling staff. The transport of one bicycle is permitted (dismantled in two pieces and placed in an appropriate bag with identification of the owner) only in the presence of only one piece of luggage in addition to the bicycle. The cost for the transport of the bicycle is to be paid directly to the staff present on board the bus.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>8.3 Content of luggage<\/strong> The passenger is prohibited from placing in luggage items that may cause damage such as dangerous and harmful goods or substances, flammable, explosive, radioactive or oxidising materials, poisons and magnetic materials, as well as containers containing oil and\/or wine; malodorous objects and liquids in general as well as fragile materials (e.g. computers, video cameras). The Company is not responsible in any case for the contents of passengers&#8217; luggage and reserves the right to seek recourse against the passenger whose luggage causes damage to third parties and\/or other luggage.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">Valuables, such as, by way of example, cash, jewellery, precious metals, keys, sunglasses and\/or prescription glasses, electronic devices (laptops, iPads, tablets, MP3 players, mobile phones, cameras), contact lenses, prostheses, medicines, important documents (degree or graduation certificates, other certificates, credentials, passports, driving licences, credit instruments), etc. and fragile objects must be transported in hand luggage and not in travel luggage. Luggage must be deposited in places where it does not obstruct the passage of travellers.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">In the event of violation of the provisions of these General Transport Conditions, noted at the time of departure, the Company may legitimately refuse to load for the safety of transport and the safety of passengers.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>8.4 Liability<\/strong> Luggage placed in the bus hold must be considered as checked luggage, while that which the passenger brings on board and which remains under their direct supervision counts as hand luggage. The Company is responsible for the loss or damage of checked luggage unless it proves that the loss and damage resulted from an unforeseeable event, from the nature or defects of the items themselves or from their packaging. The Company is also responsible for the loss or damage of items that the passenger carries with them in hand luggage unless it demonstrates that it has adopted all appropriate measures to avoid the damage. For luggage and objects not handed over to the carrier, the latter is not responsible for loss (or damage), unless the passenger proves that these were caused by a reason attributable to the carrier.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">Passengers may claim compensation for loss or damage to luggage. The Company, in fact, based on the applicable legal provisions, is responsible \u2013 within the maximum limit of euro 6.20 per kilogram, or the greater amount resulting from the declaration of value \u2013 for the loss or damage of luggage that has been checked in the hold, subject to the above. The loss or damage must be reported, under penalty of forfeiture, at the time of return, if it is apparent loss or damage; or within three days, if it is non-apparent loss or damage (art. 1697 of the Civil Code). Should the luggage be found, it will be the passenger&#8217;s responsibility to collect it from the Customer Service office that will be communicated to them.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">Where, for line services exceeding 250 km, the damage or loss of luggage is the consequence of a road accident involving the bus, based on Community legislation, the maximum amount offered as compensation in this case will not be less than 1,200 Euros per piece of luggage. In the event of damage to wheelchairs, other mobility equipment or assistance devices, the amount of compensation is always equal to the cost of replacement or repair of the lost or damaged equipment.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The passenger&#8217;s right to apply to national judicial bodies to obtain, under the conditions provided for by national legislation, compensation for damages arising from losses due to cancellation or delay of regular services or following an accident caused by the fault of the carrier is reserved.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>8.5. Theft and\/or loss of luggage<\/strong> Without prejudice to the previous point, the passenger who has suffered theft, loss and\/or exchange of luggage placed in the bus boot\/hold must report, under penalty of forfeiture, the loss or damage to on-board staff at the time of arrival at the stop. They must as soon as possible contact the Company at n. +39 0125966546 (Monday to Friday from 8:00 to 12:00 and from 14:00 to 18:00) or send an email to <a class=\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\" href=\"mailto:vitaspa@vitagroup.it\">vitaspa@vitagroup.it<\/a>.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>8.6. Transport of pushchairs<\/strong> Depending on the type of service, pushchairs for children may be admitted, upon payment of a possible supplement, only if they fall within the dimensions set for normal luggage (cm 160 total) and, if foldable, that they are folded in safe conditions.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<hr>\n<div>\n<h5>Articolo 9<\/h5>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<h2 class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>Transport of animals<\/strong><\/h2>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>9.1. Animals permitted on board<\/strong> The passenger may bring with them, upon prior booking, live domestic animals that are not dangerous (such as small dogs, cats and other small domestic pets), with the exception of guide dogs accompanying blind passengers for whom Law 14 February 1974, n. 37 establishes that the visually impaired person has the right to be accompanied by their guide dog on their journeys on any means of public transport without having to pay any ticket or surcharge for the animal. The law also enshrines the principle that &#8220;any other provision in conflict or at variance with this law is repealed&#8221;. The transport of animals on night services is not permitted.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>9.2. Transport conditions<\/strong> Each traveller, holding a travel document for themselves and for the animal, is permitted to bring either a small dog, to be held in arms, or medium-sized dogs, provided they are on a lead and wearing a muzzle.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The possibility of having an animal travel depends exclusively on the Company&#8217;s discretion which defines specific rules in relation to the particular characteristics of the journey. The transport of animals may in fact be refused in the event of overcrowding of the bus and in any case when the duration of the journey does not allow the transport of the animal without prejudice to the safety of passengers, staff and the animal itself or where it causes any disturbance to travellers. The transport of animals may be refused or interrupted without the right to a ticket refund to the owners, at the unquestionable judgement of company staff where it is necessary to safeguard the safety of transport.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">In the case of transport in appropriate containers or cages these must be covered to avoid reactions of fear in the animals and passengers. Animals belonging to wild species of proven dangerousness may not be transported. Birds, cats, fish or chicks are admitted to transport inside the bus in baskets, cages, containers on condition that these do not exceed certain dimensions (40x30x30 cm); do not have sharp edges, are not dirty and malodorous; are free of birdseed and the water dispensers are not full. During transport, which must take place upon payment of a ticket at the ordinary fare, they must be kept in such a way as not to cause damage or disturbance to other travellers. Each passenger may transport a maximum of 1 carrier.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>9.3. Responsibilities<\/strong> The passenger is responsible for the supervision of the transported animals for the entire duration of transport and is solely responsible for any damage to persons and property caused by their animal.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">It is never permitted to occupy the seat by placing the carrier on it: the seat remains available only for the passenger. The person conducting the animal is required to compensate for damages should it soil or otherwise deteriorate the bus. Detection by company staff of non-compliance with these rules may result in the removal of the animal and the interruption of the journey under safe conditions.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">In the event that the animal causes disturbance to other passengers (due to allergy problems, etc.) at the indication of on-board staff, the passenger, with their animal, is required to occupy another seat if available.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>9.4. Cost of transport<\/strong> The full fare applies to the transport of animals, without prejudice to different fare provisions during peak season periods.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The guide dog of a blind passenger is not subject to payment of any ticket.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<hr>\n<div>\n<h5>Articolo 10<\/h5>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<h2 class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>Complaints handling mechanism<\/strong><\/h2>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The Company, in order to ensure a constant improvement in the quality of the service offered, makes available to its customers the tools of REPORT and COMPLAINT.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>10.1. Report of service failures<\/strong> <br \/>A report means any suggestions, observations, proposals, advice and anything else that may be useful to understand customers&#8217; needs in order to improve, where possible, the services offered. The report can be forwarded by anyone who has an interest in doing so.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The report can be forwarded to the Company through the following channels:<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">\u2014 by completing the appropriate report form, accessing the Customer Area on the website <a class=\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\" href=\"http:\/\/www.vitagroup.it\">www.vitagroup.it<\/a>;<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">\u2014 by forwarding the report by ordinary post to the address V.I.T.A. S.p.A. via Nazionale n. 10 11020 ARNAD (AO) or by email to: <a class=\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\" href=\"mailto:vitaspa@vitagroup.it\">vitaspa@vitagroup.it<\/a>. or by fax +390125966540.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">Any reports forwarded in writing must always be addressed to:<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">In order to be able to provide feedback on the reports forwarded, the customer must indicate, in addition to their personal details and address, the report clearly with all useful elements. The Company guarantees the confidentiality of personal data, as provided for by privacy protection legislation.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>10.2. Complaints for violation of passenger rights<\/strong> <br \/>The Company guarantees the availability of an easily accessible and usable complaints handling mechanism, with particular regard to the needs of users with disabilities, and in any case ensuring compliance with the minimum measures identified in Annex A to ART resolution n. 28\/2021.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The information contained here is also provided by the Company in the dedicated section of the website, accessible from the home page, through the section &#8220;Passenger rights\/Complaints&#8221;; in the service charter in the dedicated section called &#8220;Passenger rights\/Complaints&#8221;.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">A &#8220;complaint&#8221; means: any written communication by which the user, or on their behalf a representative or users&#8217; association, expresses complaints about the non-conformity of the service with one or more requirements defined by European or national legislation, the general conditions of transport or the general conditions of use of the digital platform, or the service charter.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The passenger may submit a complaint:<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<ol class=\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\">\n<li class=\"whitespace-normal break-words pl-2\">using, in addition to Italian, also the English language, receiving, in that case, the response in the same language;<\/li>\n<li class=\"whitespace-normal break-words pl-2\">through multiple channels including:<\/li>\n<\/ol>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">b. the website, with access from the following dedicated section &#8220;Passenger rights\/Complaints&#8221;;<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">b. by forwarding an email to: <a class=\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\" href=\"mailto:vitaspa@vitagroup.it\">vitaspa@vitagroup.it<\/a> with issuance of an appropriate receipt.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">b. by registered post to the following address: V.I.T.A. S.p.A. via Nazionale n. 10 11020 ARNAD (AO)<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<ol>\n<li class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">c) by completing the appropriate complaints form, also available in printable format, [compliant with the template in annex 1 of ART resolution n.28\/2021], available in the Customer Area on the website <a class=\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\" href=\"http:\/\/www.vitagroup.it\">www.vitagroup.it<\/a> in Italian or in English.<\/li>\n<\/ol>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The possibility for the user to submit a complaint without using the pre-defined form is reserved: in this case the Company will proceed to examine complaints that contain at least the following elements:<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<ol class=\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\">\n<li class=\"whitespace-normal break-words pl-2\">the user&#8217;s identifying details (name, surname, contact details) and those of any representative, attaching in that case the proxy and an identity document of the user;<\/li>\n<li class=\"whitespace-normal break-words pl-2\">the identifying details of the journey made or planned (date, departure time, origin and destination) and the transport contract (booking code or ticket number) or a copy of the travel document;<\/li>\n<li class=\"whitespace-normal break-words pl-2\">the description of the non-conformity of the service detected with respect to one or more requirements defined by European or national legislation, the general conditions of transport or, where its adoption is provided for, the service charter.<\/li>\n<\/ol>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The grounds for submitting a complaint pursuant to Community and national legislation on passenger rights relate exclusively to:<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">\u25ba for regular scheduled services of distance equal to or greater than 250 km:<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<ul class=\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\">\n<li class=\"whitespace-normal break-words pl-2\">failure to issue a ticket<\/li>\n<li class=\"whitespace-normal break-words pl-2\">discriminatory contractual conditions or fares<\/li>\n<li class=\"whitespace-normal break-words pl-2\">failure to assist the passenger<\/li>\n<li class=\"whitespace-normal break-words pl-2\">non-compliance with obligations to protect persons with disabilities or reduced mobility<\/li>\n<li class=\"whitespace-normal break-words pl-2\">delays, re-routings and cancellations<\/li>\n<li class=\"whitespace-normal break-words pl-2\">information regarding cancellations and delays<\/li>\n<li class=\"whitespace-normal break-words pl-2\">failure to provide assistance in the event of cancellation or departure delay<\/li>\n<li class=\"whitespace-normal break-words pl-2\">passenger information on the journey and their rights<\/li>\n<li class=\"whitespace-normal break-words pl-2\">failure to adopt the complaints handling system<\/li>\n<li class=\"whitespace-normal break-words pl-2\">failure to communicate the final outcome of the complaint<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">\u25ba for regular scheduled services with a planned distance of less than 250 km:<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<ul class=\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\">\n<li class=\"whitespace-normal break-words pl-2\">discriminatory contractual conditions or fares<\/li>\n<li class=\"whitespace-normal break-words pl-2\">non-compliance with obligations to protect persons with disabilities or reduced mobility<\/li>\n<li class=\"whitespace-normal break-words pl-2\">passenger information on the journey and their rights<\/li>\n<li class=\"whitespace-normal break-words pl-2\">failure to adopt the complaints handling system<\/li>\n<li class=\"whitespace-normal break-words pl-2\">failure to communicate the final outcome of the complaint<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The complaint, in the manner and with the elements indicated above, may be forwarded to the Company exclusively by the passenger holding a valid travel document and\/or any representative \u2014 whose code must be indicated in the complaint itself \u2014 and transmitted to the Company in compliance with the deadlines set out in article 27 of Regulation (EU) n.181\/2011. In particular the complaint must be forwarded within three months from the date on which the regular scheduled service was provided or should have been provided.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">Within one month of receipt of the complaint, the Company will notify the passenger of its reasoned and definitive response as to whether the complaint has been accepted, rejected or is still under examination. Within a maximum of three months from receipt of the complaint, the Company will provide the passenger with a definitive response.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">For the purposes of the running of the above deadlines:<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<ol class=\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\">\n<li class=\"whitespace-normal break-words pl-2\">in the event of submission of the complaint by email or through the website, the complaint is deemed to have been transmitted and received on the day of sending;<\/li>\n<li class=\"whitespace-normal break-words pl-2\">in the event of submission of the complaint by registered post, the complaint is deemed to have been transmitted on the day of sending and is deemed to have been received on the day of delivery to the Company;<\/li>\n<li class=\"whitespace-normal break-words pl-2\">alternative channels that can be used:<\/li>\n<\/ol>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">c.1) in the event of submission of the complaint by ordinary post, the complaint is deemed to have been transmitted on the day of sending and is deemed to have been received on the day of its registration by the Company in its systems, which must take place promptly and in any case within five days of delivery;<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">c.2) hand delivery of the complaint at the company offices, the complaint is deemed to have been transmitted and received on the day of delivery, which must be indicated on an appropriate receipt;<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">c.3) delivery of the complaint at a travel agency, the complaint is deemed to have been transmitted on the day of delivery, which must be indicated on an appropriate receipt and is deemed to have been received by the Company on the day of its registration in its systems, which must take place promptly and in any case within five days of receipt.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The passenger&#8217;s right is in any case reserved to:<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<ul class=\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\">\n<li class=\"whitespace-normal break-words pl-2\">use alternative dispute resolution procedures; apply to national judicial bodies to obtain, under the conditions provided for by national legislation, compensation for damages arising from losses due to cancellation or delay of regular services.<\/li>\n<li class=\"whitespace-normal break-words pl-2\">submit a related complaint to the Transport Regulation Authority in the manner described in the following point 10.2.1.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The user may receive automatic compensation proportional to the price of the travel document relating to the transport service equal to 10% in the event of receiving a response to the complaint between the 91st and 121st day from receipt of the complaint by the Company and equal to 20% in the event of a response not provided within the 120th day from receipt of the complaint.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">Compensation is never due in cases where:<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<ul class=\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\">\n<li class=\"whitespace-normal break-words pl-2\">the amount thereof is less than 4 euros;<\/li>\n<li class=\"whitespace-normal break-words pl-2\">the complaint is not transmitted by the user in the manner, with the minimum elements and within the timeframes indicated;<\/li>\n<li class=\"whitespace-normal break-words pl-2\">the user has already been paid compensation in relation to a complaint concerning the same journey.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">Complaint registration procedures, retention of related data and publication \u2014 The Company, in compliance with the regulations provided for in the matter, proceeds, within the framework of the complaints handling mechanism, to register the complaints received, indicating for each complaint: the identifying details of the user and the journey; the type of service; the date of receipt thereof; the reasons underlying the complaint as reported in the prepared form and the reasoned response to the complaint, together with the related date of sending. The Company, in compliance with the rules on the protection of natural persons with regard to the processing of personal data, retains the data relating to the complaint, including the records referred to in the previous paragraph for an appropriate period of time, in any case not less than 24 months from the date on which the service was provided or should have been provided, also in relation to any requests for information made by the Authority in the exercise of its institutional duties in the matter of protection of users&#8217; rights.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">Refund request procedure \u2014 To access any refund in the cases provided for by these transport conditions, it is necessary that:<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<ul class=\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\">\n<li class=\"whitespace-normal break-words pl-2\">immediately after the damaging event, the driver of the company vehicle involved is contacted, providing personal details, and the precise description of the damages suffered;<\/li>\n<li class=\"whitespace-normal break-words pl-2\">formal compensation request submitted to the Company Management;<\/li>\n<li class=\"whitespace-normal break-words pl-2\">the competent Office will proceed to forward the matter to its Insurance Company which, having carried out the necessary assessments and reimbursement procedures, will proceed directly with the compensation, in the manner provided for by law.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\"><strong>10.2.1 Second instance complaint to the Transport Regulation Authority<\/strong> <br \/>The passenger, after having submitted a first instance complaint to the Company, and after ninety days have elapsed from the submission, may submit a complaint to the National Body responsible for the application of the regulations on travellers&#8217; rights regarding alleged violations thereof. For line services of local competence (regional, municipal) complaints can also be forwarded to the local offices of the Authority which will act as intermediaries with the national office.<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">The Body in question is the Transport Regulation Authority \u2014 Via Nizza n. 230 \u2014 10126 Turin contact: +390111912550 \u2014 to which the complaint can be submitted by completing the appropriate form available in the &#8220;Passenger rights\/complaints&#8221; section on the website <a class=\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\" href=\"http:\/\/www.vitagroup.it\">www.vitagroup.it<\/a>, by registered post or at the following email addresses:<\/p>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<ul class=\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\">\n<li class=\"whitespace-normal break-words pl-2\">certified email (PEC) <a class=\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\" href=\"mailto:pec@pec.autorita-trasporti.it\">pec@pec.autorita-trasporti.it<\/a><\/li>\n<li class=\"whitespace-normal break-words pl-2\">ordinary email <a class=\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\" href=\"mailto:reclami.bus@autorita-trasporti.it\">reclami.bus@autorita-trasporti.it<\/a><\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div>\n<div class=\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\">\n<p class=\"font-claude-response-body break-words whitespace-normal leading-[1.7]\">Furthermore it is possible to forward a complaint to ART directly online in the dedicated section. For information consult the institutional website <a class=\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\" href=\"http:\/\/www.autorita-trasporti.it\">www.autorita-trasporti.it<\/a>.<\/p>\n<\/div>\n<\/div>\n<div class=\"entry-content\">\n<div class=\"vc_row wpb_row vc_row-fluid vc_custom_1544439182990 la_fp_slide la_fp_child_section\">\n<div class=\"wpb_column vc_column_container vc_col-sm-12\">\n<div class=\"vc_column-inner \">\n<div class=\"wpb_wrapper\">\n<div id=\"la_heading_69b524a48b7b0\" class=\"la-headings text-left spacer-position-middle\">\n<div class=\"js-el subheading-tag la-unit-responsive\"><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<p><!--more--><br \/>\n<!-- {\"type\":\"layout\",\"children\":[{\"type\":\"section\",\"props\":{\"image_position\":\"center-center\",\"style\":\"default\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"middle\",\"width\":\"large\"},\"children\":[{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\"},\"children\":[{\"type\":\"headline\",\"props\":{\"content\":\"Passengers' rights\",\"image_align\":\"left\",\"image_margin\":\"xsmall\",\"title_element\":\"h1\",\"title_style\":\"h1\"}},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<p>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 <strong>Service Charter<\/strong>, aiming to:<\/p>\n\n\\n\n\n<p><strong>a)<\/strong> guarantee high levels of quality of the services offered through constant monitoring; <br \/><strong>b)<\/strong> continuously improve the services offered; <br \/><strong>c)<\/strong> implement and keep updated the quality management system in compliance with the requirements of the current UNI EN ISO <strong>9001<\/strong> and <strong>14001<\/strong> standards.<\/p>\n\n\\n\n\n<p>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.<\/p>\n\n\\n\n\n<p>We therefore ask you to contact our customer service, without hesitation, should you encounter any shortcoming during your journey.<\/p>\n\n\\n\n\n<p>You can contact us at: <strong>+39 0125 966546-7-8<\/strong> (The cost of the call depends on your telephone operator), or you can send us an e-mail at: <strong><a class=\\\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\\\" href=\\\"mailto:info@vitagroup.it\\\">info@vitagroup.it<\/a><\/strong><\/p>\n\n\\n\n\n<p>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.<\/p>\n\n\",\"margin_bottom\":\"default\",\"margin_top\":\"default\"}},{\"type\":\"divider\",\"props\":{\"divider_element\":\"hr\"}}]}]}]},{\"type\":\"section\",\"props\":{\"image_position\":\"center-center\",\"padding_top\":\"none\",\"style\":\"default\",\"title_breakpoint\":\"xl\",\"title_position\":\"top-left\",\"title_rotation\":\"left\",\"vertical_align\":\"middle\",\"width\":\"large\"},\"children\":[{\"type\":\"row\",\"children\":[{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky\":\"column\",\"position_sticky_breakpoint\":\"m\",\"position_sticky_offset\":\"40px\",\"width_medium\":\"1-3\"},\"children\":[{\"type\":\"list\",\"props\":{\"column_breakpoint\":\"m\",\"image_align\":\"left\",\"image_svg_color\":\"emphasis\",\"image_vertical_align\":true,\"list_element\":\"ul\",\"list_horizontal_separator\":\", \",\"list_marker\":\"decimal\",\"list_size\":\"large\",\"list_type\":\"vertical\",\"show_image\":true,\"show_link\":true},\"children\":[{\"type\":\"list_item\",\"props\":{\"content\":\"Right to transport and company responsibility\",\"link\":\"diritti-dei-passeggeri\/#articolo1\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"The travel document\\n\",\"link\":\"diritti-dei-passeggeri\/#articolo2\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"Travel information\\n\",\"link\":\"diritti-dei-passeggeri\/#articolo3\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"Rights of passengers with disabilities or reduced mobility\\n\",\"link\":\"diritti-dei-passeggeri\/#articolo4\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"Behavioural rules and passenger responsibility\\n\",\"link\":\"diritti-dei-passeggeri\/#articolo5\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"Cancellation or delay\\n\",\"link\":\"diritti-dei-passeggeri\/#articolo6\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"Transport of minors\",\"link\":\"diritti-dei-passeggeri\/#articolo7\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"Luggage transport\\n\",\"link\":\"diritti-dei-passeggeri\/#articolo8\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"Transport of animals\",\"link\":\"diritti-dei-passeggeri\/#articolo9\"}},{\"type\":\"list_item\",\"props\":{\"content\":\"Complaints handling mechanism\",\"link\":\"diritti-dei-passeggeri\/#articolo10\"}}]}]},{\"type\":\"column\",\"props\":{\"image_position\":\"center-center\",\"position_sticky_breakpoint\":\"m\",\"width_medium\":\"2-3\"},\"children\":[{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<h5>Article 1<\/h5>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<h2 class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>Right to transport and company responsibility<\/strong><\/h2>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">Passengers have the right to transport under contractual conditions and fares offered by the Company to the public without any direct or indirect discrimination based on the passenger's citizenship or place of establishment of the company.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The Company undertakes to transport the person holding a valid travel document on the purchased route.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">In the event of violation of the requirements regarding objects that the passenger carries with them (dangerous objects, explosive or flammable materials etc.) and\/or animals transported, as described in more detail in ART. 9 of these conditions, the Company has the right to refuse transport or take measures to ensure the safety of transport and the passengers being transported.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The Passenger has the right to the transport service indicated on the travel document\/ticket.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The Company is responsible for the fulfilment of the transport service, in accordance with the legal requirements, terms and within the limits set by these transport conditions. The Company pays compensation for any damages caused to the passenger \u2013 from the moment of boarding the bus until alighting \u2013 due to its own responsibility, excluding damages caused by the negligence of the traveller (see passenger rights and duties).<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The Company ensures transport to passengers except in cases where adverse weather conditions or serious natural disasters occur that put the safe operation of bus services at risk.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-pre-wrap leading-[1.7]\\\"><strong>1.1. Strike<\/strong> <br \/>Based on current regulations, in the event of a strike in the transport sector, the guaranteed services will nonetheless be provided by the Company and will be promptly communicated from time to time to users, through company websites, ticket offices, affiliated travel agencies and the Company's information offices. [possible discretionary addition]<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-pre-wrap leading-[1.7]\\\"><strong>1.2. Privacy <\/strong><br \/>Personal data relating to travellers will be processed by the Company on computer and paper support, in full compliance with Regulation (EU) 2016\/679 on the protection of personal data and subsequent amendments or additions that may be made by the National legislator, according to principles of transparency, relevance and non-excess for purposes strictly connected to the provision of the transport service. Information regarding any cancellations or delays to the departure of a regular service will be provided to passengers as established in art. 6 of these transport conditions, provided that the passenger has requested this at the time of booking\/purchasing the travel document and has provided the carrier with the necessary data to be contacted.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">Failure to communicate such personal data will make it impossible to fulfil the information obligations to users.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\",\"id\":\"articolo1\",\"margin_bottom\":\"default\",\"margin_top\":\"default\"},\"name\":\"ARTICOLO 1\"},{\"type\":\"divider\",\"props\":{\"divider_element\":\"hr\"}},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<h5>Article 2<\/h5>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<h2 class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>Travel documents<\/strong><\/h2>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The passenger has the right to the transport service from the Company only if in possession of a valid travel document issued in their name, for the route, date and departure time indicated. Travel documents are personal and cannot be transferred. No changes to boarding and\/or alighting locations or route reversal are permitted. [possible discretionary addition]<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-pre-wrap leading-[1.7]\\\">The Company's tickets can be purchased at: \u2013 affiliated travel agencies<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-pre-wrap leading-[1.7]\\\">2.1. Conditions of use The ticket can be requested for a single journey, a return journey or a weekly, monthly or pay-as-you-go subscription.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The travel document contains all the necessary information to define the content of the transport contract. At the time of purchasing the travel document, before completing the transaction, if purchased at outlets affiliated with the Company, the passenger is required to immediately verify the accuracy of the data contained therein, with particular reference to the name indicated, the price paid, the route, the date and departure time, also ensuring that the applicable fare reduction has been applied [where provided] and that the price paid corresponds to that shown on the travel document.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The travel document indicates the service manager to whom any complaint should be made, as well as the web address of the \\\"Complaints\\\" section, even where the transport contract is concluded through a travel agent or tour operator. In the case of cumulative travel documents, users may submit the complaint to any of the service managers involved, who cooperate for its examination.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-pre-wrap leading-[1.7]\\\"><strong>2.2. Validity of travel document <\/strong><br \/>The issued travel document is valid exclusively for the day, time and journey indicated and must be shown upon every request by service staff.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">If without a travel document (paper and\/or electronic) the passenger may be admitted on board, within the limit of available seats, and the ticket will be issued by on-board staff with a price supplement.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">A counterfeit, incomplete or otherwise illegible travel document is not valid.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The travel document is for all intents and purposes a fiscal document. To request an invoice, consult point 2.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>2.3. Cancellation or refund of travel document <\/strong><br \/>Ticket cancellation must take place before the booked departure, during office hours and must be carried out by going in person to the Agency affiliated with the Company where the travel document was purchased or by telephone on 0125966546 or by e-mail to <a class=\\\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\\\" href=\\\"mailto:vitaspa@vitagroup.it\\\">vitaspa@vitagroup.it<\/a>. In the event of cancellation of the journey by the traveller, they are entitled to a refund of the ticket price in the amount of:<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<ol>\\n\n\n<li class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">100% for cancellations registered at least ten days before departure; beyond this deadline no refund is due;<\/li>\n\n\\n<\/ol>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">No refund is due for cancellations made after the departure of the service from the terminus. Without prejudice to what is stated in the first paragraph, refund requests for purchased tickets must be sent by email to <a class=\\\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\\\" href=\\\"mailto:vitaspa@vitagroup.it\\\">vitaspa@vitagroup.it<\/a> or in writing to: V.I.T.A. S.p.A. Via Nazionale n. 10 11020 ARNAD (AO) enclosing the original ticket duly cancelled and indicating the account holder and IBAN code of the bank account to which the credit is to be made.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The passenger forfeits the right to request a refund, where due, if not exercised within 60 days from the date of cancellation. Refunds will be made within two months from the date of receipt of the request, except in cases requiring longer investigations. The carrier is not required to refund the unused portion of the ticket due to the passenger's inability to continue the journey caused by their failure to comply with legal provisions, or for reasons attributable to them (for example if they do not return at the scheduled time after a rest stop or must alight from the bus for personal or health reasons or are made to alight by on-board staff or the authorities for harassment or drunkenness, etc.).<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-pre-wrap leading-[1.7]\\\"><strong>2.4. Theft and loss of travel document <\/strong><br \/>Lost, stolen or deteriorated tickets are not refundable. In the event of loss, theft, destruction or deterioration of an already purchased travel document, the passenger may travel on the service for which they were personally booked upon delivery of the report to the authority or simple self-certification with attached copy of identity document, without prejudice to the issuance of a new ticket, with only the administrative issuance costs charged to the passenger.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-pre-wrap leading-[1.7]\\\"><strong>2.5. Verification and regularisation on board of the travel document <\/strong><br \/>On-board staff (drivers and\/or external persons specifically appointed by the Company) are responsible for carrying out surveillance services of owned or concession assets, protection of company assets and equipment assigned to on-board staff as well as inspections concerning the regularity of travel documents. In particular, the staff in question is responsible for:<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<ol>\\n\n\n<li>checking travel documents and imposing administrative penalties pursuant to current national and regional legislation and in particular DPR 753\/1980;<\/li>\n\n\\n\n\n<li>verifying the regularity of operations: compliance with timetables, compliance with stops;<\/li>\n\n\\n\n\n<li>carrying out surveillance or custody of Company-owned assets: buses, offices, ticket offices, depots etc;<\/li>\n\n\\n\n\n<li>surveillance of parked buses and control of access on board;<\/li>\n\n\\n\n\n<li>on-board checks aimed at detecting security risk elements \u2013 abandoned luggage, dangerous objects, etc. \u2013 and any critical situations.<\/li>\n\n\\n<\/ol>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The staff in question is also responsible for any other control or surveillance service deemed necessary by the Company, for the performance of which the exercise of public authority or the operational employment of members of the police forces is not required.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The staff appointed by the Company has verification power which includes control over the identity of persons when this is strictly and functionally connected to the surveillance and custody activity mentioned above and consequently to impose penalties which, in the case of regularisation of the travel document, is equal to double the evaded fare.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>2.6. Invoicing of travel document <\/strong><br \/>The travel document fulfils the function of a fiscal receipt pursuant to article 12 of law 30.12.1991 n. 413. The issue of an invoice can be requested by the passenger within 24 hours from the date of purchase at the following email address <a class=\\\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\\\" href=\\\"mailto:vitaspa@vitagroup.it\\\">vitaspa@vitagroup.it<\/a>. A copy of the travel document must be attached to the request. The invoice will be sent in electronic format to the email address provided by the passenger.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-pre-wrap leading-[1.7]\\\"><strong>2.7. Checking of travel documents on TPL services<\/strong><br \/>Users of regional and local public transport services are required to obtain a valid travel document, to validate it at the beginning of the journey and at each individual exit, if provided, in accordance with the specific requirements, to keep it for the duration of the route and to show it upon request of the inspecting agents. Validation must be carried out, in accordance with the specific requirements, on the occasion of each individual access to the transport vehicles used. Violation of these obligations results in the application of a financial penalty equal to sixty times the value of the ordinary ticket and in any case not exceeding 200 euros. In the event of failure to present a suitable travel document upon request of the inspecting agents, the imposed penalty is cancelled if it is possible to demonstrate, with adequate documentation, at the Company's offices, possession of a personal document found to be valid at the time of the inspection.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The recordings of the video surveillance systems present on board the vehicles may be used for the purpose of combating fare evasion and as evidence, in compliance with current legislation on the processing of personal data, for the identification of any violators who refuse to provide their personal details to the inspecting agents, including possible transmission to the competent law enforcement authorities.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\",\"id\":\"articolo2\",\"margin_bottom\":\"default\",\"margin_top\":\"default\"},\"name\":\"ARTICOLO 2\"},{\"type\":\"divider\",\"props\":{\"divider_element\":\"hr\"}},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<h5>Article 3<\/h5>\n\n\\n\n\n<h2><strong>Travel information<\/strong><\/h2>\n\n\\n\n\n<p>The Company ensures, through the available forms and means, the widest possible information to users regarding the methods of service provision and the non-discriminatory access conditions for the transport of persons with disabilities or reduced mobility. The access conditions, concerning travel and transport conditions, also include a summary of the applicable national and international legislation and are made available to the public in physical form and, in accessible formats, upon express request or on the Company's website. At the latest at the departure of the service managed by the Company and purchased by the passenger, the latter has appropriate information on the rights conferred by law. This information includes the data necessary to contact the body responsible for monitoring the application of national and international provisions on the rights of passengers travelling by bus, as referred to in article 10 of these transport conditions.<\/p>\n\n\",\"id\":\"articolo3\",\"margin_bottom\":\"default\",\"margin_top\":\"default\"},\"name\":\"ARTICOLO 3\"},{\"type\":\"divider\",\"props\":{\"divider_element\":\"hr\"}},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<h5>Article 4<\/h5>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<h2 class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>Rights of passengers with disabilities or reduced mobility<\/strong><\/h2>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The Company guarantees the transport of persons with disabilities or reduced mobility without any additional charge and, in offering its services to them, makes every effort to ensure accessibility and information. In order to guarantee better assistance to persons with disabilities or reduced mobility, the Company provides adequate instructions to its staff in direct contact with this type of traveller.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The definition of \\\"persons with disabilities\\\" or \\\"persons with reduced mobility\\\" includes:<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<ul class=\\\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\\\">\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">persons who use a wheelchair due to illness or documented disability;<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">persons with limb problems or walking difficulties;<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">blind persons or those with visual disabilities;<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">deaf persons or those with hearing disabilities;<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">persons with documented mental disability.<\/li>\n\n\\n<\/ul>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>4.1. Right to transport and special conditions<\/strong> Transport of persons with disabilities or reduced mobility is always permitted except in the following cases:<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-pre-wrap leading-[1.7]\\\">a) to comply with safety obligations established by EU, international and national legislation or health and safety obligations established by the competent authorities; b) where the configuration of the vehicle or infrastructure, including stops and stations, makes it physically impossible to board, alight or transport the person with disabilities or reduced mobility safely and in a practically feasible manner.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">Where the Company must note such impediments to transport, it informs the person with disabilities or reduced mobility and, upon request, informs them in writing within five working days of the request.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">Where a booking is not accepted or a ticket is not issued or otherwise provided for the reasons mentioned above, the passenger will be informed of any acceptable alternative services operated by the carrier.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">Where, upon the occurrence of the reasons referred to in letters a) and b) above, the Company cannot accept the transport or issue the ticket booking, the person with disabilities or reduced mobility may request to be accompanied by another person of their choice capable of providing the required assistance and in any case such as to make it physically possible for them to access the interior of the bus and be positioned safely on board during the journey, so that the impediments referred to in letters a) and b) cease to apply. In this case, the companion is transported free of charge and, if possible, may sit next to the person with disabilities or reduced mobility.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>4.2. Accessibility and information<\/strong> <br \/>In order to guarantee the protection of the right to transport, the Company has non-discriminatory access conditions for the transport of persons with disabilities or reduced mobility which are based on national and international safety legislation and which are available to the public. Passengers, should they request it, may receive all relevant general information relating to the journey and transport conditions in physical form or also in adequate and accessible formats. Such information also includes the data necessary to contact the body responsible for monitoring the application of national and international provisions on the rights of passengers travelling by bus, as referred to in article 10.2.1 of these transport conditions.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>4.3. Conditions for the provision of assistance<br \/><\/strong> The Company provides assistance to persons with disabilities or reduced mobility on condition that:<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<ol class=\\\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\\\">\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">the person's need for assistance is communicated to the Company with at least thirty-six hours' notice;<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">the person concerned presents themselves at the indicated point:<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">at a time previously established by the Company that does not precede the published departure time by more than sixty minutes, unless the Company and the passenger have agreed on a shorter deadline;<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">where no time has been established, at least thirty minutes before the published departure time.<\/li>\n\n\\n<\/ol>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">Furthermore, persons with disabilities or reduced mobility must notify the Company of specific seating requirements at the time of booking or advance ticket purchase. In the absence of notification of the need for assistance, the Company will make every reasonable effort to ensure that assistance is provided in such a way that the person with disabilities or reduced mobility can safely board the departing service, take the connecting service or alight from the arriving service for which they have purchased the ticket.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">Where the above notification has been forwarded to third parties (travel agents or tour operators), these must transmit the information to the Company as soon as possible, during normal working hours, to enable the Company to comply.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">Where a person with disabilities or reduced mobility, holding a booking or ticket, who has notified their assistance needs is refused permission to board, and their companion where they are entitled to one, the Company will give the option to choose between:<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-pre-wrap leading-[1.7]\\\">a) the right to reimbursement and, where applicable, free return to the first point of departure, as indicated in the transport contract, as soon as possible; <br \/>b) except where not practicable, continuation of the journey or re-routing with reasonable alternative transport services to the destination indicated in the transport contract.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">At stations designated by the Ministry, the Company, within its competences, provides free assistance to persons with disabilities or reduced mobility guaranteeing the assistance and measures necessary to enable persons with disabilities and persons with reduced mobility to travel safely.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">On board its buses the Company provides the necessary assistance to enable persons with disabilities and persons with reduced mobility to obtain essential information relating to the journey in accessible formats, where requested, and to board and alight during journey stops, only if staff other than the driver are available on board.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>4.4. Compensation for wheelchairs and mobility equipment<\/strong> <br \/>In the event of loss or damage to mobility equipment or assistance devices, the Company compensates the passenger to the appropriate extent provided by law. Where necessary, the Company makes every effort to quickly provide temporary replacement equipment or devices with, where possible, similar technical and functional characteristics to those lost or damaged.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\",\"id\":\"articolo4\",\"margin_bottom\":\"default\",\"margin_top\":\"default\"},\"name\":\"ARTICOLO 4\"},{\"type\":\"divider\",\"props\":{\"divider_element\":\"hr\"}},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<h5>Article 5<\/h5>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<h2 class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>Behavioural rules and passenger responsibility<\/strong><\/h2>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The customer is called upon to collaborate with the Company for the safety of the journey and the improvement of service quality, respecting the provisions in force for access to vehicles and facilities. Users who use the services provided by the Company are required to maintain conduct, for themselves and for others, based on the rules of good behaviour, adhering to the general conduct rules set out below.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>5.1. General conduct obligations<\/strong> Passengers must scrupulously observe the rules issued by the competent authorities in the interest of their own safety and that of third parties and the regularity of the service they use. In particular, the passenger is required to:<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-pre-wrap leading-[1.7]\\\">a) check in advance the data indicated on the travel document (date, time, fare, departure and arrival locations) and present themselves at the departure point at least 10 minutes before the scheduled time, unless a greater advance is expressly required in specific cases or during peak season periods; b) comply with travel requirements regarding police, health, customs and administrative authorities; c) during transport:<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">c.1.) Observe the instructions, warnings and requests of on-board staff, including those that may involve impediments or restrictions in the execution of transport, complying with the requests and warnings of service staff. In particular, passengers are required to fulfil the obligation to use seat belts where provided, when seated and the vehicle is in motion, based on information given by on-board staff and in any case provided by signs and pictograms placed on board the bus.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">c.2.) Refrain from speaking to the driver, distracting staff from their duties in any way, maintain decent behaviour, not causing disturbance to other travellers; not engage in harassing behaviour, singing, playing music, making noise, nor obscene and inappropriate speech;<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">c.3.) not lean out of windows;<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">c.4.) remain seated when the bus is in motion. In the case of use of on-board toilet facilities during the journey, it is mandatory to hold firmly onto the appropriate supports. The company declines all responsibility in the event of damage occurring to passengers who have not complied with the aforementioned requirements due to negligence.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<ul class=\\\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\\\">\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">not consume alcohol or substances in general that may alter one's psychomotor abilities;<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">respect the duration of the scheduled stop at motorway service areas (maximum 45 minutes);<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">as it is prohibited, beg among travellers or carry out advertising and commercial activities, even for charitable purposes, without the Company's consent.<\/li>\n\n\\n<\/ul>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The passenger is not admitted to travel, and during the journey itself may be removed without the right to a refund of the price paid for the ticket, in the event that they represent a danger to the safety of the transport service under the conditions prescribed by the Highway Code. It is forbidden, in this sense, to operate emergency door opening controls or any other safety device unless necessary and in conditions of actual danger to themselves and other travellers.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<ul class=\\\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\\\">\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">show service control staff an identity document to verify the right to a tariff discount;<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">take the necessary precautions and watch, as far as they are able, over their own safety and that of persons, animals and luggage under their custody.<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">in the event that the passenger travels with a child up to 3 years of age, the use of the appropriate approved child seat to be attached to the bus seat belts is recommended for the child, although not mandatory. It will therefore be the passenger's responsibility to provide themselves with the child seat in question.<\/li>\n\n\\n<\/ul>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>5.2. Passenger liability for damages<\/strong> The passenger is liable to the Company for damages caused to the bus, its furnishings and Company staff; as well as for damages caused to other passengers and their belongings during transport. In the event of wilful damage, the Company reserves the right to file a complaint in accordance with the law and submit a claim for compensation in the competent venues.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>5.3. Smoking\/refreshment stops\/toilet<\/strong> Smoking on board the bus is prohibited, including with electronic devices, both in the passenger compartment and in enclosed spaces (toilet, cabin, etc.). Non-compliance results in the application of an administrative penalty, unless the act constitutes a more serious offence, pursuant to the applicable criminal provisions. In the event of a criminal offence, the Company will report it to the Judicial Authorities and provide the personal details of the offenders.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">Where equipped with on-board toilets, these are available to passengers. The use of the toilet is, however, only provided for in cases of extreme urgency; in this case the passenger must inform the driver who will stop in safe conditions in compliance with the provisions of the Highway Code. The company is not responsible for any injuries, damages and penalties arising from failure to comply with the aforementioned rules, which will be borne by the offender, if of legal age, or by the group leader, if a minor. On night journeys and\/or with travel times exceeding 4 hours, one (or more) stop is provided at an equipped service area, where passengers can use the facilities. Travellers must scrupulously respect the duration of the stop: unless otherwise announced by on-board staff, the duration of the stop is set at a maximum of 45 minutes (except in exceptional cases at the driver's discretion).<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\"><\/div>\n\n\\n<\/div>\n\n\",\"id\":\"articolo5\",\"margin_bottom\":\"default\",\"margin_top\":\"default\"},\"name\":\"ARTICOLO 5\"},{\"type\":\"divider\",\"props\":{\"divider_element\":\"hr\"}},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<h5>Article 6<\/h5>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<h2 class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>Cancellation or delay<\/strong><\/h2>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>6.1. Right to information<\/strong><\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">In the event of cancellation or delay at departure of a regular scheduled service, the Company informs passengers departing from the station of the situation as soon as possible and communicates the expected departure time as soon as such information is available and in any case no later than thirty minutes after the scheduled departure time.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">If passengers miss a connecting transport service on the network managed by the Company according to the timetable due to a cancellation or delay, the Company makes reasonable efforts to inform the passengers concerned about alternative connections. Where possible, such information is provided electronically and within the terms mentioned above, to all passengers, including those departing from bus stops, provided that the passenger has requested this and has provided the carrier with the necessary data to be contacted.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>6.2. Regular scheduled services with a route exceeding 250 km<\/strong><\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">Where the Company reasonably foresees that a service will be subject to a cancellation or a departure delay from the terminus of more than one hundred and twenty minutes or in the event of acceptance of a number of bookings exceeding the available seats, it offers the passenger the choice between:<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-pre-wrap leading-[1.7]\\\">a) continuation or re-routing to the final destination, without additional charges and under similar conditions, as indicated in the transport contract, as soon as possible; <br \/>b) reimbursement of the ticket price and, where appropriate, free return by bus to the first point of departure, as indicated in the transport contract, as soon as possible.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">In the event that the Company is unable to offer such a choice, the passenger will be entitled, within one month of submitting the request to the Company, to reimbursement of 50% of the ticket price, in addition to reimbursement of the ticket price.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">When a regular service is subject to a cancellation or a delay of more than one hundred and twenty minutes at departure from the stop, passengers are entitled to continuation, re-routing or reimbursement of the ticket price referred to in letter b).<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">Payment of the reimbursement is made within fourteen days of the formulation of the offer or receipt of the related request and covers the cost of the ticket at the price at which it was purchased, for the part or parts of the journey not made, and for the part or parts already made if the journey no longer serves the passenger's original purpose. In the case of travel documents or subscriptions the payment is equal to the percentage of the full cost of the travel document or subscription.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The reimbursement is paid in cash, unless the passenger accepts another form of payment.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>6.3. Regular scheduled services with a route of less than 250 km: TPL services<\/strong><\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">Without prejudice to the provisions of Legislative Decree 4.11.2014 n. 169 on penalties for violations regarding bus passenger rights, for TPL services only, the passenger, in cases of service cancellations or delays, is entitled to a ticket refund from the Company. In particular, when a public transport service is subject to a cancellation or delay, at departure from the terminus or from a stop, exceeding 60 minutes for regional or local transport services, or 30 minutes for public transport services carried out in an urban context \u2013 excluding cases of natural disasters, strikes and other unforeseeable emergencies \u2013 passengers are entitled to a refund of the ticket price from the Company. The refund is equal to the full cost of the ticket at the price at which it was purchased. For subscription holders, the payment is equal to the daily share of the full cost of the subscription, without prejudice to compliance with the validation rules determined by the manager's provisions. The reimbursement is paid in cash, unless the passenger accepts a different form of payment.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The Company undertakes to make known, by the end of the transport service, the methods of access to the service charter\/transport conditions and the circumstances that give rise to refunds or compensation, indicating their amount and the methods for accessing them. These circumstances also include the possibility for the individual passenger to request a refund during or immediately after the end of the transport service, upon simple presentation of the travel document.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">Please refer to the refund request procedure set out below.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>6.4. Bus breakdown during the journey<\/strong><\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">In the event that the bus becomes unusable during the journey, the Company will guarantee the continuation of the service with another vehicle from the location where the unusable vehicle is or transport from the location where the unusable vehicle is to a suitable waiting point and\/or a station from which the journey can continue.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>6.5. Assistance<\/strong><\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">In the case of scheduled line services with an expected duration of more than 3 hours, should a cancellation or departure delay from a station of more than 90 minutes occur, the Company will offer the passenger the reasonable necessary assistance with comfort items depending on the waiting times or the delay, provided they are objectively available (on the bus or at the station or in any case on site). In the event that the cancellation and\/or delay is a consequence of adverse weather conditions or serious natural disasters that put the safe operation of bus services at risk, the assistance mentioned above will not be due.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>6.6 Assistance in the event of an accident<\/strong><\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">In the event of an accident that causes the interruption of the service, the Company provides reasonable and proportionate assistance for the passenger's immediate practical needs following the accident itself. Such assistance, where necessary, includes food, clothing, transport, first aid and accommodation, unless it is possible to use\/replace the vehicle, thus ensuring the continuation of the journey.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The assistance provided in such circumstances does not constitute recognition of liability on the part of the Company.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\",\"id\":\"articolo6\",\"margin_bottom\":\"default\",\"margin_top\":\"default\"},\"name\":\"ARTICOLO 6\"},{\"type\":\"divider\",\"props\":{\"divider_element\":\"hr\"}},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<h5>Article 7<\/h5>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<h2 class=\\\"font-claude-response-body break-words whitespace-pre-wrap leading-[1.7]\\\"><strong>Transport of minors<\/strong> <\/h2>\n\n\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-pre-wrap leading-[1.7]\\\">The Company pays particular attention to the transport of minor passengers on its services.<\/p>\n\n\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-pre-wrap leading-[1.7]\\\">Before purchasing the transport service it is necessary to verify the conditions under which the minor is admitted to transport on the Company's services and in any case subject to compliance with legal requirements. The validity of the travel authorisation declaration or accompaniment is limited to the individual journey (to be understood as outward and\/or return) outside the country of residence of the child under 14 years of age, with a specific destination.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>7.1 Transport of accompanied minors<\/strong> <br \/>Children under 14 years of age are not admitted to transport unless accompanied by an adult.<\/p>\n\n\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">Parents or those exercising guardianship responsibility for children under 14 years of age who travel unaccompanied by at least one of them and who intend to grant authorisation to a different natural person must sign the accompaniment declaration which will remain on file with the police headquarters. \n\nThe passenger holding a ticket or subscription is entitled to have a child up to 3 years of age travel free of charge provided that the child does not occupy a seat, and is responsible for their supervision assuming all responsibility. For obligations relating to child restraint systems please refer to article 7.1. above.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>7.2. Transport of unaccompanied minors<\/strong> <br \/>For minors between 14 and 18 years of age, written authorisation must be provided by parents or guardians to be attached to the travel document.<\/p>\n\n\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">On nationally authorised lines, minors between 14 and 17 years of age may only travel if in possession of the above-mentioned authorisation issued by parents or guardians.<\/p>\n\n\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">On-board staff may request the passenger to present a valid identity document.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>7.3. Child restraint systems on board the bus<\/strong> Children aged 3 years or under may be transported (on minibuses and buses of international categories M2 and M3) without the need to adopt special measures and therefore without the need to use child restraint devices, even if installed. \n\nChild passengers over 3 years of age, on the other hand, must be transported using child restraint systems (with which the bus or minibus is equipped) that are compatible for use by the children themselves and must be secured with child restraint systems only if of an approved type (art. 172, paragraph 6 of the Highway Code). In the absence of a child restraint system, seat belts must be used, only if compatible with the child. This provision is valid only for children weighing less than 36 kg as provided for by Community legislation which limits the use of child restraint devices to such subjects. For compatibility with seat belts, appropriate adapters may be used where applicable.<\/p>\n\n\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">In the event of non-compliance with these requirements, the person responsible for supervising the minor present on the vehicle is liable.<\/p>\n\n\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">Passengers are required to fulfil the obligation to use seat belts, when seated and the vehicle is in motion, based on information given by on-board staff and in any case provided by signs and pictograms placed on board the bus.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\"><\/div>\n\n\\n<\/div>\n\n\",\"id\":\"articolo7\",\"margin_bottom\":\"default\",\"margin_top\":\"default\"},\"name\":\"ARTICOLO 7\"},{\"type\":\"divider\",\"props\":{\"divider_element\":\"hr\"}},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<h5>Article 8<\/h5>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<h2 class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>Luggage transport<\/strong><\/h2>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>8.1. Type of luggage and permitted dimensions<\/strong> Luggage is divided into:<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<ol class=\\\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\\\">\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">hand luggage: luggage of small dimensions and\/or of particular value e.g. mobile phones, laptops, PDAs, jewellery, etc., which remains within the traveller's sphere of supervision and for which they are responsible;<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">luggage handed over to the carrier, to be deposited in the luggage compartment (suitcases, bags, trolleys of dimensions and weight not exceeding what is defined within the limits).<\/li>\n\n\\n<\/ol>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">\u2014 Permitted dimensions<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The passenger is entitled to free transport, under their own responsibility, of one piece of hand luggage of maximum dimensions of cm. 45 x 36 x 20 and of weight not exceeding kg. 10 to be placed in the appropriate overhead locker inside the bus or in the appropriate compartments so that it remains within their own sphere of supervision.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The passenger is entitled to free transport of 1 piece of luggage not exceeding total dimensions of cm 160 (height + length + width) and of total weight not exceeding kg. 20 and except for special cases (skis, fishing rods, musical instruments etc. weighing kg 10 each), placed in the on-board luggage compartment with the assistance of service staff. This latter piece of luggage must be placed in the bus boot\/hold and must bear the clear and legible indication of the passenger's name, address and telephone number. The luggage must be hermetically sealed by the passenger.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">Luggage possibly exceeding the above limits may be transported at the Company's discretion and within the limits of the space available in the boot, where present, upon payment on board of a supplement paying for each additional piece of luggage or parcel a supplement equal to the cost of the ticket provided for the type of service concerned.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>8.2. Additional luggage<\/strong> It is possible to accept additional luggage only in the event of space availability in the boot and upon payment on board of a supplement as per the rates in use by travelling staff. The transport of one bicycle is permitted (dismantled in two pieces and placed in an appropriate bag with identification of the owner) only in the presence of only one piece of luggage in addition to the bicycle. The cost for the transport of the bicycle is to be paid directly to the staff present on board the bus.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>8.3 Content of luggage<\/strong> The passenger is prohibited from placing in luggage items that may cause damage such as dangerous and harmful goods or substances, flammable, explosive, radioactive or oxidising materials, poisons and magnetic materials, as well as containers containing oil and\/or wine; malodorous objects and liquids in general as well as fragile materials (e.g. computers, video cameras). The Company is not responsible in any case for the contents of passengers' luggage and reserves the right to seek recourse against the passenger whose luggage causes damage to third parties and\/or other luggage.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">Valuables, such as, by way of example, cash, jewellery, precious metals, keys, sunglasses and\/or prescription glasses, electronic devices (laptops, iPads, tablets, MP3 players, mobile phones, cameras), contact lenses, prostheses, medicines, important documents (degree or graduation certificates, other certificates, credentials, passports, driving licences, credit instruments), etc. and fragile objects must be transported in hand luggage and not in travel luggage. Luggage must be deposited in places where it does not obstruct the passage of travellers.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">In the event of violation of the provisions of these General Transport Conditions, noted at the time of departure, the Company may legitimately refuse to load for the safety of transport and the safety of passengers.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>8.4 Liability<\/strong> Luggage placed in the bus hold must be considered as checked luggage, while that which the passenger brings on board and which remains under their direct supervision counts as hand luggage. The Company is responsible for the loss or damage of checked luggage unless it proves that the loss and damage resulted from an unforeseeable event, from the nature or defects of the items themselves or from their packaging. The Company is also responsible for the loss or damage of items that the passenger carries with them in hand luggage unless it demonstrates that it has adopted all appropriate measures to avoid the damage. For luggage and objects not handed over to the carrier, the latter is not responsible for loss (or damage), unless the passenger proves that these were caused by a reason attributable to the carrier.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">Passengers may claim compensation for loss or damage to luggage. The Company, in fact, based on the applicable legal provisions, is responsible \u2013 within the maximum limit of euro 6.20 per kilogram, or the greater amount resulting from the declaration of value \u2013 for the loss or damage of luggage that has been checked in the hold, subject to the above. The loss or damage must be reported, under penalty of forfeiture, at the time of return, if it is apparent loss or damage; or within three days, if it is non-apparent loss or damage (art. 1697 of the Civil Code). Should the luggage be found, it will be the passenger's responsibility to collect it from the Customer Service office that will be communicated to them.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">Where, for line services exceeding 250 km, the damage or loss of luggage is the consequence of a road accident involving the bus, based on Community legislation, the maximum amount offered as compensation in this case will not be less than 1,200 Euros per piece of luggage. In the event of damage to wheelchairs, other mobility equipment or assistance devices, the amount of compensation is always equal to the cost of replacement or repair of the lost or damaged equipment.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The passenger's right to apply to national judicial bodies to obtain, under the conditions provided for by national legislation, compensation for damages arising from losses due to cancellation or delay of regular services or following an accident caused by the fault of the carrier is reserved.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>8.5. Theft and\/or loss of luggage<\/strong> Without prejudice to the previous point, the passenger who has suffered theft, loss and\/or exchange of luggage placed in the bus boot\/hold must report, under penalty of forfeiture, the loss or damage to on-board staff at the time of arrival at the stop. They must as soon as possible contact the Company at n. +39 0125966546 (Monday to Friday from 8:00 to 12:00 and from 14:00 to 18:00) or send an email to <a class=\\\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\\\" href=\\\"mailto:vitaspa@vitagroup.it\\\">vitaspa@vitagroup.it<\/a>.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>8.6. Transport of pushchairs<\/strong> Depending on the type of service, pushchairs for children may be admitted, upon payment of a possible supplement, only if they fall within the dimensions set for normal luggage (cm 160 total) and, if foldable, that they are folded in safe conditions.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\",\"id\":\"articolo8\",\"margin_bottom\":\"default\",\"margin_top\":\"default\"},\"name\":\"ARTICOLO 8\"},{\"type\":\"divider\",\"props\":{\"divider_element\":\"hr\"}},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<h5>Articolo 9<\/h5>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<h2 class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>Transport of animals<\/strong><\/h2>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>9.1. Animals permitted on board<\/strong> The passenger may bring with them, upon prior booking, live domestic animals that are not dangerous (such as small dogs, cats and other small domestic pets), with the exception of guide dogs accompanying blind passengers for whom Law 14 February 1974, n. 37 establishes that the visually impaired person has the right to be accompanied by their guide dog on their journeys on any means of public transport without having to pay any ticket or surcharge for the animal. The law also enshrines the principle that \\\"any other provision in conflict or at variance with this law is repealed\\\". The transport of animals on night services is not permitted.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>9.2. Transport conditions<\/strong> Each traveller, holding a travel document for themselves and for the animal, is permitted to bring either a small dog, to be held in arms, or medium-sized dogs, provided they are on a lead and wearing a muzzle.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The possibility of having an animal travel depends exclusively on the Company's discretion which defines specific rules in relation to the particular characteristics of the journey. The transport of animals may in fact be refused in the event of overcrowding of the bus and in any case when the duration of the journey does not allow the transport of the animal without prejudice to the safety of passengers, staff and the animal itself or where it causes any disturbance to travellers. The transport of animals may be refused or interrupted without the right to a ticket refund to the owners, at the unquestionable judgement of company staff where it is necessary to safeguard the safety of transport.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">In the case of transport in appropriate containers or cages these must be covered to avoid reactions of fear in the animals and passengers. Animals belonging to wild species of proven dangerousness may not be transported. Birds, cats, fish or chicks are admitted to transport inside the bus in baskets, cages, containers on condition that these do not exceed certain dimensions (40x30x30 cm); do not have sharp edges, are not dirty and malodorous; are free of birdseed and the water dispensers are not full. During transport, which must take place upon payment of a ticket at the ordinary fare, they must be kept in such a way as not to cause damage or disturbance to other travellers. Each passenger may transport a maximum of 1 carrier.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>9.3. Responsibilities<\/strong> The passenger is responsible for the supervision of the transported animals for the entire duration of transport and is solely responsible for any damage to persons and property caused by their animal.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">It is never permitted to occupy the seat by placing the carrier on it: the seat remains available only for the passenger. The person conducting the animal is required to compensate for damages should it soil or otherwise deteriorate the bus. Detection by company staff of non-compliance with these rules may result in the removal of the animal and the interruption of the journey under safe conditions.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">In the event that the animal causes disturbance to other passengers (due to allergy problems, etc.) at the indication of on-board staff, the passenger, with their animal, is required to occupy another seat if available.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>9.4. Cost of transport<\/strong> The full fare applies to the transport of animals, without prejudice to different fare provisions during peak season periods.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The guide dog of a blind passenger is not subject to payment of any ticket.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\",\"id\":\"articolo9\",\"margin_bottom\":\"default\",\"margin_top\":\"default\"},\"name\":\"ARTICOLO 9\"},{\"type\":\"divider\",\"props\":{\"divider_element\":\"hr\"}},{\"type\":\"text\",\"props\":{\"column_breakpoint\":\"m\",\"content\":\"\n\n<h5>Articolo 10<\/h5>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<h2 class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>Complaints handling mechanism<\/strong><\/h2>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The Company, in order to ensure a constant improvement in the quality of the service offered, makes available to its customers the tools of REPORT and COMPLAINT.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>10.1. Report of service failures<\/strong> <br \/>A report means any suggestions, observations, proposals, advice and anything else that may be useful to understand customers' needs in order to improve, where possible, the services offered. The report can be forwarded by anyone who has an interest in doing so.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The report can be forwarded to the Company through the following channels:<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">\u2014 by completing the appropriate report form, accessing the Customer Area on the website <a class=\\\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\\\" href=\\\"http:\/\/www.vitagroup.it\\\">www.vitagroup.it<\/a>;<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">\u2014 by forwarding the report by ordinary post to the address V.I.T.A. S.p.A. via Nazionale n. 10 11020 ARNAD (AO) or by email to: <a class=\\\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\\\" href=\\\"mailto:vitaspa@vitagroup.it\\\">vitaspa@vitagroup.it<\/a>. or by fax +390125966540.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">Any reports forwarded in writing must always be addressed to:<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">In order to be able to provide feedback on the reports forwarded, the customer must indicate, in addition to their personal details and address, the report clearly with all useful elements. The Company guarantees the confidentiality of personal data, as provided for by privacy protection legislation.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>10.2. Complaints for violation of passenger rights<\/strong> <br \/>The Company guarantees the availability of an easily accessible and usable complaints handling mechanism, with particular regard to the needs of users with disabilities, and in any case ensuring compliance with the minimum measures identified in Annex A to ART resolution n. 28\/2021.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The information contained here is also provided by the Company in the dedicated section of the website, accessible from the home page, through the section \\\"Passenger rights\/Complaints\\\"; in the service charter in the dedicated section called \\\"Passenger rights\/Complaints\\\".<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">A \\\"complaint\\\" means: any written communication by which the user, or on their behalf a representative or users' association, expresses complaints about the non-conformity of the service with one or more requirements defined by European or national legislation, the general conditions of transport or the general conditions of use of the digital platform, or the service charter.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The passenger may submit a complaint:<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<ol class=\\\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\\\">\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">using, in addition to Italian, also the English language, receiving, in that case, the response in the same language;<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">through multiple channels including:<\/li>\n\n\\n<\/ol>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">b. the website, with access from the following dedicated section \\\"Passenger rights\/Complaints\\\";<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">b. by forwarding an email to: <a class=\\\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\\\" href=\\\"mailto:vitaspa@vitagroup.it\\\">vitaspa@vitagroup.it<\/a> with issuance of an appropriate receipt.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">b. by registered post to the following address: V.I.T.A. S.p.A. via Nazionale n. 10 11020 ARNAD (AO)<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<ol>\\n\n\n<li class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">c) by completing the appropriate complaints form, also available in printable format, [compliant with the template in annex 1 of ART resolution n.28\/2021], available in the Customer Area on the website <a class=\\\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\\\" href=\\\"http:\/\/www.vitagroup.it\\\">www.vitagroup.it<\/a> in Italian or in English.<\/li>\n\n\\n<\/ol>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The possibility for the user to submit a complaint without using the pre-defined form is reserved: in this case the Company will proceed to examine complaints that contain at least the following elements:<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<ol class=\\\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\\\">\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">the user's identifying details (name, surname, contact details) and those of any representative, attaching in that case the proxy and an identity document of the user;<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">the identifying details of the journey made or planned (date, departure time, origin and destination) and the transport contract (booking code or ticket number) or a copy of the travel document;<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">the description of the non-conformity of the service detected with respect to one or more requirements defined by European or national legislation, the general conditions of transport or, where its adoption is provided for, the service charter.<\/li>\n\n\\n<\/ol>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The grounds for submitting a complaint pursuant to Community and national legislation on passenger rights relate exclusively to:<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">\u25ba for regular scheduled services of distance equal to or greater than 250 km:<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<ul class=\\\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\\\">\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">failure to issue a ticket<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">discriminatory contractual conditions or fares<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">failure to assist the passenger<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">non-compliance with obligations to protect persons with disabilities or reduced mobility<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">delays, re-routings and cancellations<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">information regarding cancellations and delays<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">failure to provide assistance in the event of cancellation or departure delay<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">passenger information on the journey and their rights<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">failure to adopt the complaints handling system<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">failure to communicate the final outcome of the complaint<\/li>\n\n\\n<\/ul>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">\u25ba for regular scheduled services with a planned distance of less than 250 km:<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<ul class=\\\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\\\">\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">discriminatory contractual conditions or fares<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">non-compliance with obligations to protect persons with disabilities or reduced mobility<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">passenger information on the journey and their rights<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">failure to adopt the complaints handling system<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">failure to communicate the final outcome of the complaint<\/li>\n\n\\n<\/ul>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The complaint, in the manner and with the elements indicated above, may be forwarded to the Company exclusively by the passenger holding a valid travel document and\/or any representative \u2014 whose code must be indicated in the complaint itself \u2014 and transmitted to the Company in compliance with the deadlines set out in article 27 of Regulation (EU) n.181\/2011. In particular the complaint must be forwarded within three months from the date on which the regular scheduled service was provided or should have been provided.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">Within one month of receipt of the complaint, the Company will notify the passenger of its reasoned and definitive response as to whether the complaint has been accepted, rejected or is still under examination. Within a maximum of three months from receipt of the complaint, the Company will provide the passenger with a definitive response.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">For the purposes of the running of the above deadlines:<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<ol class=\\\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\\\">\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">in the event of submission of the complaint by email or through the website, the complaint is deemed to have been transmitted and received on the day of sending;<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">in the event of submission of the complaint by registered post, the complaint is deemed to have been transmitted on the day of sending and is deemed to have been received on the day of delivery to the Company;<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">alternative channels that can be used:<\/li>\n\n\\n<\/ol>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">c.1) in the event of submission of the complaint by ordinary post, the complaint is deemed to have been transmitted on the day of sending and is deemed to have been received on the day of its registration by the Company in its systems, which must take place promptly and in any case within five days of delivery;<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">c.2) hand delivery of the complaint at the company offices, the complaint is deemed to have been transmitted and received on the day of delivery, which must be indicated on an appropriate receipt;<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">c.3) delivery of the complaint at a travel agency, the complaint is deemed to have been transmitted on the day of delivery, which must be indicated on an appropriate receipt and is deemed to have been received by the Company on the day of its registration in its systems, which must take place promptly and in any case within five days of receipt.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The passenger's right is in any case reserved to:<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<ul class=\\\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\\\">\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">use alternative dispute resolution procedures; apply to national judicial bodies to obtain, under the conditions provided for by national legislation, compensation for damages arising from losses due to cancellation or delay of regular services.<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">submit a related complaint to the Transport Regulation Authority in the manner described in the following point 10.2.1.<\/li>\n\n\\n<\/ul>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The user may receive automatic compensation proportional to the price of the travel document relating to the transport service equal to 10% in the event of receiving a response to the complaint between the 91st and 121st day from receipt of the complaint by the Company and equal to 20% in the event of a response not provided within the 120th day from receipt of the complaint.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">Compensation is never due in cases where:<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<ul class=\\\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\\\">\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">the amount thereof is less than 4 euros;<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">the complaint is not transmitted by the user in the manner, with the minimum elements and within the timeframes indicated;<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">the user has already been paid compensation in relation to a complaint concerning the same journey.<\/li>\n\n\\n<\/ul>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">Complaint registration procedures, retention of related data and publication \u2014 The Company, in compliance with the regulations provided for in the matter, proceeds, within the framework of the complaints handling mechanism, to register the complaints received, indicating for each complaint: the identifying details of the user and the journey; the type of service; the date of receipt thereof; the reasons underlying the complaint as reported in the prepared form and the reasoned response to the complaint, together with the related date of sending. The Company, in compliance with the rules on the protection of natural persons with regard to the processing of personal data, retains the data relating to the complaint, including the records referred to in the previous paragraph for an appropriate period of time, in any case not less than 24 months from the date on which the service was provided or should have been provided, also in relation to any requests for information made by the Authority in the exercise of its institutional duties in the matter of protection of users' rights.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">Refund request procedure \u2014 To access any refund in the cases provided for by these transport conditions, it is necessary that:<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<ul class=\\\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\\\">\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">immediately after the damaging event, the driver of the company vehicle involved is contacted, providing personal details, and the precise description of the damages suffered;<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">formal compensation request submitted to the Company Management;<\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">the competent Office will proceed to forward the matter to its Insurance Company which, having carried out the necessary assessments and reimbursement procedures, will proceed directly with the compensation, in the manner provided for by law.<\/li>\n\n\\n<\/ul>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\"><strong>10.2.1 Second instance complaint to the Transport Regulation Authority<\/strong> <br \/>The passenger, after having submitted a first instance complaint to the Company, and after ninety days have elapsed from the submission, may submit a complaint to the National Body responsible for the application of the regulations on travellers' rights regarding alleged violations thereof. For line services of local competence (regional, municipal) complaints can also be forwarded to the local offices of the Authority which will act as intermediaries with the national office.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">The Body in question is the Transport Regulation Authority \u2014 Via Nizza n. 230 \u2014 10126 Turin contact: +390111912550 \u2014 to which the complaint can be submitted by completing the appropriate form available in the \\\"Passenger rights\/complaints\\\" section on the website <a class=\\\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\\\" href=\\\"http:\/\/www.vitagroup.it\\\">www.vitagroup.it<\/a>, by registered post or at the following email addresses:<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<ul class=\\\"[li_&amp;]:mb-0 [li_&amp;]:mt-1 [li_&amp;]:gap-1 [&amp;:not(:last-child)_ul]:pb-1 [&amp;:not(:last-child)_ol]:pb-1 list-disc flex flex-col gap-1 pl-8 mb-3\\\">\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">certified email (PEC) <a class=\\\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\\\" href=\\\"mailto:pec@pec.autorita-trasporti.it\\\">pec@pec.autorita-trasporti.it<\/a><\/li>\n\n\\n\n\n<li class=\\\"whitespace-normal break-words pl-2\\\">ordinary email <a class=\\\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\\\" href=\\\"mailto:reclami.bus@autorita-trasporti.it\\\">reclami.bus@autorita-trasporti.it<\/a><\/li>\n\n\\n<\/ul>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div>\\n\n\n<div class=\\\"standard-markdown grid-cols-1 grid [&amp;_&gt;_*]:min-w-0 gap-3\\\">\\n\n\n<p class=\\\"font-claude-response-body break-words whitespace-normal leading-[1.7]\\\">Furthermore it is possible to forward a complaint to ART directly online in the dedicated section. For information consult the institutional website <a class=\\\"underline underline underline-offset-2 decoration-1 decoration-current\/40 hover:decoration-current focus:decoration-current\\\" href=\\\"http:\/\/www.autorita-trasporti.it\\\">www.autorita-trasporti.it<\/a>.<\/p>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n\n\n<div class=\\\"entry-content\\\">\\n\n\n<div class=\\\"vc_row wpb_row vc_row-fluid vc_custom_1544439182990 la_fp_slide la_fp_child_section\\\">\\n\n\n<div class=\\\"wpb_column vc_column_container vc_col-sm-12\\\">\\n\n\n<div class=\\\"vc_column-inner \\\">\\n\n\n<div class=\\\"wpb_wrapper\\\">\\n\n\n<div id=\\\"la_heading_69b524a48b7b0\\\" class=\\\"la-headings text-left spacer-position-middle\\\">\\n\n\n<div class=\\\"js-el subheading-tag la-unit-responsive\\\"><\/div>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\\n<\/div>\n\n\",\"id\":\"articolo10\",\"margin_bottom\":\"default\",\"margin_top\":\"default\"},\"name\":\"ARTICOLO 10\"}]}],\"props\":{\"layout\":\"1-3,2-3\"}}]}],\"version\":\"5.0.23\"} --><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Passengers&#8217; rights 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, [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"_seopress_titles_title":"","_seopress_titles_desc":"","_seopress_robots_index":"","_seopress_robots_follow":"","_seopress_robots_imageindex":"","_seopress_robots_snippet":"","_seopress_robots_primary_cat":"","_seopress_robots_breadcrumbs":"","_seopress_robots_freeze_modified_date":"","_seopress_robots_custom_modified_date":"","_seopress_robots_canonical":"","_seopress_social_fb_title":"","_seopress_social_fb_desc":"","_seopress_social_fb_img":"","_seopress_social_fb_img_attachment_id":0,"_seopress_social_fb_img_width":0,"_seopress_social_fb_img_height":0,"_seopress_social_twitter_title":"","_seopress_social_twitter_desc":"","_seopress_social_twitter_img":"","_seopress_social_twitter_img_attachment_id":0,"_seopress_social_twitter_img_width":0,"_seopress_social_twitter_img_height":0,"_seopress_redirections_value":"","_seopress_redirections_enabled":"","_seopress_redirections_enabled_regex":"","_seopress_redirections_logged_status":"both","_seopress_redirections_param":"","_seopress_redirections_type":301,"_seopress_analysis_target_kw":"","_seopress_news_disabled":"","_seopress_video_disabled":"","_seopress_video":[],"_seopress_pro_schemas_manual":[],"_seopress_pro_rich_snippets_disable_all":"","_seopress_pro_rich_snippets_disable":[],"_seopress_pro_schemas":[],"footnotes":""},"class_list":["post-1432","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.vitagroup.it\/en\/wp-json\/wp\/v2\/pages\/1432","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.vitagroup.it\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.vitagroup.it\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.vitagroup.it\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.vitagroup.it\/en\/wp-json\/wp\/v2\/comments?post=1432"}],"version-history":[{"count":13,"href":"https:\/\/www.vitagroup.it\/en\/wp-json\/wp\/v2\/pages\/1432\/revisions"}],"predecessor-version":[{"id":1881,"href":"https:\/\/www.vitagroup.it\/en\/wp-json\/wp\/v2\/pages\/1432\/revisions\/1881"}],"wp:attachment":[{"href":"https:\/\/www.vitagroup.it\/en\/wp-json\/wp\/v2\/media?parent=1432"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}