To obtain a reimbursement in the event of anomalies in the purchase of travel tickets made “online” or by credit card, the Customer, within 48 hours following the event that generated the refund request, must forward to Ferrovie Appulo Lucane srl a formal request through methods indicated in the “Reimbursement” page, indicating the ticket identification number, the date and time of purchase of the travel ticket.

Within 30 days from the date of receipt of the request, after having carried out further checks and accepted the request, the Company will send a communication to the Customer to inform him/her of the right to a reimbursement and the methods of reimbursement. The communication will be also sent in case of non-recognition.

To obtain a refund for the ticket purchased and not used due to anomalies that occurred in the purchase of travel tickets made at the automatic ticket machines (failure to issue the ticket and/or otherwise), the Customer, within 48 hours following the event which caused the request of reimbursement, will have to forward a formal request to Ferrovie Appulo Lucane srl using the methods indicated on the “Reimbursement” page, indicating the location of the automatic ticket machine, the date and time of purchase of the travel ticket and the anomaly occurred. Within 30 days from the date of receipt of the request, after having carried out further checks and accepted the request, the Company will send a communication to the Customer to inform him of the right to a refund and the methods of reimbursement itself.

The communication is also sent in case of non-recognition.

As regulated by EC Regulation No. 1371/2007, in case of irregular services, due to non-compliance attributable to Ferrovie Appulo Lucane srl, for which a delay in arriving at the final destination of the journey of more than 60 minutes is foreseeable, the Customer can obtain reimbursement of the cost of

ticket purchased:

• for the part of the travel not yet made;
• for the entire travel if the Customer does not intend to start the travel;
• for the entire travel (including the part already made) if the continuation of the travel is no longer useful in relation to the initial programme.

To obtain a reimbursement, the single ticket must be validated upon departure no earlier than 15 minutes from the start of the disruption that caused the inconvenience and no later than the time in which it ends.

For season ticket holders, the reimbursement is equal to the amount of the daily fee compared to the cost of the season ticket.

To obtain a reimbursement of the purchased and unused ticket, for the aforementioned reasons, the Customer, within 48 hours following the event that generated the reimbursement request, must send a formal request using the methods indicated in the “Reimbursement” page, attaching a scan of the travel document; in case of a ticket purchased online or via the App, the ticket identification number, date and time of purchase of the travel ticket must be indicated. Furthermore, the Customer must declare: day, place, time and line subject to the lack of service.

Within 30 days from the date of receipt of the reimbursement request, after having carried out further checks and accepted the request, the Company will send a communication to the Customer to inform of the right to a refund and the methods of reimbursement.

The communication is also sent in case of non-recognition.

No form of reimbursement is foreseen:

• for missed or irregular services due to causes of force majeure, such as natural disasters, atmospheric events, vehicle unexpected events, strikes and, in any case, for causes deriving from situations not attributable to the Company;
• if its amount is less than 4 Euros;
• in case of theft, loss, deterioration of the ticket and in case of non-use due to the Customer’s own actions;
• for tickets and season tickets at promotional rates.

In cases where a delay of more than 60 minutes is foreseeable in arriving at the final destination of the journey, due to non-compliance attributable to Ferrovie Appulo Lucane srl, the user who has not requested a refund according to the instructions given in the “Refunds” section and has continued the journey towards the final destination with the replacement bus services made available if necessary or with the first available journey, or by following an alternative itinerary without paying any price difference, he can request the recognition of a delay compensation equal to:

• 25% of the single ticket price for a delay between 60 and 119 minutes;
• 50% of the single ticket price for a delay of 120 minutes or more.

For season ticket holders, the reimbursement is calculated, in the percentages specified above, compared to the daily quota of the full cost of the season ticket. To obtain the reimbursement, the user must within 48 hours following the event that generated the request for reimbursement, in case of single journey tickets, or within 48 hours following the expiry of validity of the travel ticket, in the case of weekly and monthly season tickets, will have to forward a formal request through the methods indicated on the “Reimbursement” page to Ferrovie Appulo Lucane srl, accompanied by the original travel document and a copy of the identity document.

In the case of a ticket purchased online or via the App, the ticket identification number, date and time of purchase of the travel ticket must be indicated.

Furthermore, the user must declare: day, place, time and line affected by the delay. In the case of sending via the Postal Service, the stamp of the accepting Post Office will prevail.

The request can also be forwarded by filling out the appropriate “REIMBURSEMENT REQUEST FORM” or by filling out the form below.

Within 30 days from the date of receipt of the reimbursement request, after having carried out further checks and accepted the request, the Company will proceed with sending the feedback to the user with the indication of the payment methods.

The communication is also sent in case of non-recognition.

The right to reimbursement is not recognized:

• to holders of free tickets;
• to holders of tickets and season tickets at a promotional rate;
• for missed or irregular services due to causes of force majeure, such as natural disasters, atmospheric events, vehicle accidents, strikes, road interruptions or, in any case, for causes deriving from situations not attributable to the Company;
• if the user was adequately informed of the delay at the time of purchasing the ticket;
• if the delay in the expected arrival time by continuing the journey on a different service or based on an alternative itinerary remains less than 60 minutes;
• if its amount is less than 4 Euros

In the event of repeated irregular services, due to non-compliance attributable to Ferrovie Appulo Lucane srl, monthly season ticket holders are entitled to compensation equal to 10% of the cost of the monthly season ticket if the monthly reliability index published on the website is lower or equal to 90%. Passengers with a monthly pass are entitled to compensation in the event that, during the period of validity of the same, they incur a succession of delays or cancellations which are not replaced with car races, in relation to the line for which the pass was issued.

By the last day of the month following the month in which the season ticket is issued, Ferrovie Appulo Lucane srl will publish the so-called ticket on its website. reliability index of the following lines:

• Line Bari – Gravina
• Line Altamura – Gravina
• Line Altamura – Matera
• Line Avigliano – Potenza
• Line Genzano – San Nicola

The reliability index takes into account cancellations made (without replacement service) and any delays exceeding 15 minutes in relation to the scheduled service.

To obtain reimbursement for the monthly subscription by the end of the month following the month in which the reliability index is published, the user must send a formal request to the Company in the way indicated on the “Reimbursement” page, accompanied by the original travel document and the copy of the identity document.

In the case of a ticket purchased online or via the App, the ticket identification number, date and time of purchase of the travel ticket must be indicated.

In case of sending via the Postal Service, the stamp of the accepting Post Office will prevail. Within 30 days from the date of receipt of the reimbursement request, after having carried out further checks and accepted the request, the Company will proceed with sending the feedback to the user with an indication of the payment methods.

The communication is also sent in the event of non-recognition of reimbursement. The request can also be forwarded by filling out the appropriate “REIMBURSEMENT REQUEST FORM” or by filling out the form below.

Delay reibursement for repeated irregular services is not recognized:

• to holders of free tickets;
• for cancelled or irregular services due to causes of force majeure, such as natural disasters, atmospheric events, vehicle accidents, strikes, road interruptions or, in any case, for causes deriving from situations not attributable to the Company.

In compliance with the provisions of Resolution n. 106 of 25 October 2018 of the Transport Regulatory Authority, Ferrovie Appulo Lucane srl undertakes to recognize a reimbursement to travellers with disabilities and reduced mobility who use transport services in the event that, in the presence of non-functioning equipment, if not failure to function is reported or the recovery times communicated or corrected are not respected.

The methods for the calculation of the reimbursement are shown below. To obtain the reimbursement, the traveller must send a formal request to the Company within 48 hours following the event that generated the request, using the methods indicated on the “Reimbursement” page, accompanied by an original and a copy of the travel document and of the identity document.

In the case of a ticket purchased online or via the App, the ticket identification number or the date and time of purchase of the travel ticket must be indicated. Furthermore, the traveller must declare: day, place, time and line of the missed service. In the case of sending via the Postal Service, the stamp of the accepting Post Office will prevail.

The request can also be forwarded by filling out the appropriate “REIMBURSEMENT REQUEST FORM” or by filling out the form below.

Within 30 days from the date of receipt of the reimbursement request, after having carried out further checks and accepted the request, the Company will send a communication to the domicile or e-mail address indicated by the applicant. The communication is also sent in case of non-recognition.

Reimbursement for delay is not recognized:

• to holders of free tickets;
• in the event that the equipment is functioning, the failure to function is reported or the recovery times communicated or rectified have been respected;

In the event that a trip indicated on the published timetable as usable by users with disabilities or reduced mobility is made with unsuitable material or replaced with a replacement or supplementary service that is not accessible or unsuitable, the user with disabilities or reduced mobility who has already purchased a travel ticket that can be used for the journey concerned is entitled, in addition to a refund of the ticket, in case he/she has not benefited from the benefits provided for by the art. 30 of Regional Law n. 18/2003, to a compensation of € 4.00.

To obtain the reimbursement, for the aforementioned reasons, the traveller must send a formal request to the Company within 48 hours following the event that generated the reimbursement request, following the methods indicated on the “Reimbursement” page, accompanied by the original travel document and copy of identity document.

In the case of a ticket purchased online or via the App, the ticket identification number or the date and time of purchase of the travel ticket must be indicated.

Furthermore, the traveller must declare: day, place, time and line of the missed service. In the case of sending via the Postal Service, the stamp of the accepting Post Office will prevail.

The request can also be forwarded by filling out the appropriate “REIMBURSEMENT REQUEST FORM“, or by filling out the form below.

Within 30 days from the date of receipt of the reimbursement request, after having carried out further checks and accepted the request, the Company will proceed with sending a communication to the domicile or e-mail address indicated by the applicant.

The communication is also sent in case of non-recognition.

Reimbursement for delay is not recognized:

• to holders of free tickets;
• in the event that a journey indicated on the published timetable as usable by users with disabilities or reduced mobility is made with suitable material or replaced with a replacement or supplementary car service accessible or suitable for users with disabilities or reduced mobility.

In cases where the Company finds a late complaint, the user has the right to receive automatic compensation commensurate with the price of the travel ticket relating to the transport service in the amount of:

• 10% in the case of a response provided between the ninety-first and one hundred and twentieth day from receipt of the complaint;
• 20% in the event of a response not provided within the one hundred and twentieth day of receipt of the complaint.

For season ticket holders the compensation is calculated, in the percentages specified above, with respect to daily share of the full cost of the subscription.

To obtain compensation, the user must submit a formal request by resubmitting the request already sent, taking care to highlight the date of submission of the late complaint.

The methods for sending the compensation request remain those indicated in the “Refunds and Compensation” page.

In the case of sending via the Postal Service, the stamp of the accepting Post Office will prevail.

The request can also be forwarded by completing the appropriate COMPENSATION REQUEST FORM

LINK: https://ferrovieappulolucane.it/docs/modulo_indennizzi_2024.pdf
LINK: https://ferrovieappulolucane.it/docs/REIMBURSEMENTS_FORM.pdf

After carrying out further checks and accepting the request, the Company will proceed with the payment of the compensation according to the methods indicated by the user, within 15 days of receiving the request.

The communication is also sent in the event of non-recognition of compensation.

The right to compensation is not recognized:

• to holders of free tickets;
• to holders of tickets and season tickets at a promotional rate;
• to users who have not forwarded the complaint, subject to compensation, with the methods, minimum elements and times indicated in the “Refunds and Compensations” page;
• if its amount is less than 4 Euros;
• if the user has already been paid compensation in relation to a complaint concerning the same travel