ART for the protection of passenger and user rights

In addition to performing the functions of an independent regulator, ART:

• is the national body responsible for the correct enforcement of the European Regulations concerning the rights of passengers travelling by rail, bus and coach, and sea and inland waterway;
• establishes, including for the aviation sector, simple and non-burdensome procedures for the out-of-court settlement of disputes between economic entities operating transport networks, infrastructure and services, and users or consumers (so-called Alternative Dispute Resolution — ADR).

PROTECTION OF PASSENGER RIGHTS

Second-instance complaints may be filed, through the Online System for Submission of Complaints (SiTe), to bring to the attention of the Authority infringements of passenger rights in rail, bus and coach, sea and inland waterway transport, for the sole purpose of the exercise of the Authority’s sanctioning powers.

For information on the procedures and deadlines for the submission of second-instance complaints to the Authority, please visit the section:

• Second-instance complaints

For information on the rights of passengers in the three different modes of transport, please see  ART communication campaign, and visit the following pages:

• Passenger rights in rail transport;
• Passenger rights in bus and coach transport;
• Passenger rights in sea and inland waterway transport.

Data relating to the activities carried out in the field of user protection are available and constantly updated on the Authority’s data and statistics Portal (in Italian language), and include, in particular, the requests received, the grounds for complaint and the sanctioning activities.

Please note: for air transport, the competent national body for the imposition of sanctions for non-compliance with passenger rights is the National Civil Aviation Authority (Ente Nazionale per l’Aviazione Civile, ENAC).

ART DISPUTE SETTLEMENT SERVICE

A dispute settlement may be requested, through the ConciliaWeb platform, to resolve disputes concerning rail, sea and inland waterway, bus and coach, and air transport, in accordance with the provisions of the Rules adopted by ART under Decision No 21/2023.

For information on the “Rules governing the initial implementation of out-of-court settlement of disputes between economic entities operating transport networks, infrastructure and services, and users or consumers”, please visit the following section:

• ART dispute dettlement service