Complaints – Ferrovie Appulo Lucane

In line with the company mission and culture, that is to say the central role of the traveller, the Company is committed to ensure the wider protection of the rights of the users above all through the attention to the needs of their own clients, their appreciation, critics, suggestions, complaints, which represent an incentive in order to better address the company choices and set the targets for the continuous improvement of the service.

Complaints can be forwarded:

Via email to relazioniesterne@ferrovieappulolucane.it;
Via email using the forms indicated below, either for the Railway and for the Car Service, according to the indications given by the Transport Regulation Authority;
Via regular mail addressed to the registered office of the company: Ferrovie Appulo Lucane s.r.l. – corso Italia, 8 – 70123 BARI – ITALY
Via fax at +39 / 080 / 57 25 497

It is no possible to file a complaint by phone.

Ferrovie Appulo Lucane s.r.l. commits to give a reply to the complaints that ask for an answer, within a month from the date of the company protocol, notifying to the user if the complaint has been receive, rejected or still in progress.

However, the necessary time to give a final answer has to be within three months from the date of the company protocol.

In order to reply to the complaint, it is necessary for the user to give the following data:

name – surname – address – phone number – email and a precise description of the event (date – time – number of the train or bus).

The data supplied by the clients are treated in compliance with the Legislative Decree 30th June 2003, n. 196 Code on Personal Data Protection.

In case of an inadequate reply or, in case of the lack of a reply on the part of the Company according to the above-mentioned timing, it is possible to file a complaint, in the second instance, to the Transport Regulation Authority (via Nizza 230, 70126 TURIN – ITALY – pec@pec.autorita.trasporti.it).

For further information relevant to modes, terms and conditions for filing complaints to the Authority, please click on the following link.
https://www.autorita-trasporti.it/reclami-di-seconda-istanza

Data of the complainant

Complainant*

Name Surname

Naming

Naming (if not physical person):

Address*

Street City State Zip code

Phone Number

Email*

Data of the user (if different from the complainant) and of other passengers

Name

Name Surname

Nome

Name Surname

Nome

Name Surname

Nome

Name Surname

Type of travel*

Travel Details

Mode of purchase of the travel document*

(ticket office – self – online)

Train number*

Bus number*

Ticket number*

Departure station*

Arrival station*

Scheduled departure time*

Scheduled departure date*

Day

Month

Year

Effective departure time (if not coinciding with the scheduled time)

Effective departure time

Day

Month

Year

Scheduled arrival time*

Scheduled arrival date*

Day

Month

Year

Effective arrival time (if not coinciding with the scheduled time)

Effective arrival date

Day

Month

Year

Reasons for the complaint*

Please indicate a check mark close to the relevant entry. It is possible to indicate one or more complaints. For information regarding the passengers’ rights of the transport services with buses recognised by the (EC) regulations n. 1371/2007, it is possible to visit the website of the Transport Regulation Authority at the address https://www.autorita-trasporti.it/tutela-diritti-dei-passeggeri-trasporto-ferroviario/

Altro (specificare il motivo)*

Reasons for the complaint*

Terms and conditions or discriminatory tariffs

Rights of disabled people or with reduced mobility

Travel information

Passengers’ rights information

Difficulty in filing the complaint

Other

Altro (specificare il motivo)*

Please select how to receive the reimbursement if due*

Substitute travel document

Cash

Btransfer

IBAN*

BIC/SWIFT*

Account holder*

Copy of an ID and the copy of the travel document*

Drop files here or

Accepted file types: pdf, jpg, png, jpeg, Max. file size: 4 MB, Max. files: 6.

Attach a photo or a scan of your ID d'identità and the copy of the travel document

Description*

Please describe the event with regard to all the entries you have checked

Ai sensi del'art.13 del D. Lgs. 196/2003 (Codice in materia di protezione dei dati personali), informiamo gli utenti che i dati forniti saranno utilizzati solo a fini statistici. In nessun caso i dati saranno ceduti a terzi.
Clicca qui per consultare la privacy policy completa
Tutti i campi contrassegnati da un asterisco (*) vanno compilati.

Privacy Consent*

I agree to the treatment of my personal information

Phone

This field is for validation purposes and should be left unchanged.