Rail, bus, sea and air, European legislation protects passengers travelling in the EU by recognizing a set of essential rights common to the different modes of collective transport.
The Transport Regulation Authority is the body in charge of the correct application of the EU Regulations concerning passengers’ rights in rail, bus and coach, and sea and inland waterway transport.
Passengers who intend to lodge a complaint must first address the transport company that issued the travel tickets.
Only thereafter, in case of no response or unsatisfactory response from the transport company concerned, passengers – including through their delegates (e.g. representative associations) – may apply to the Transport Regulation Authority, and lodge their complaint for the purposes of ascertaining any infringement of the EU Regulations on passenger rights in rail, bus and coach, or sea and inland waterway transport.
In case of no response from the transport company concerned, an online complaint can be submitted to the Authority, via the online complaint submission system (SiTe) according to the following DEADLINES:
For further information, please visit the “Second-Instance Complaints” section of the website. |
Note: in any case, complaints can be submitted through the appropriate forms available for each sector, to be sent, together with the mandatory documents, to the Authority by certified e-mail (CEM) to pec@pec.autorita-trasporti.it, in .pdf format only, or by registered letter with acknowledgment of receipt, to Autorità di Regolazione dei Trasporti – Diritti degli Utenti – Via Nizza 230 -10126 Torino.
For processing and assessing the complaints lodged by passengers, in order to ascertain any infringements of the obligations established under the EU Regulations – and as required by the relevant legislation – the Authority has set up an online simplified tool for the drafting and submission of online complaints – Online Complaint Submission System (SiTe).
Complaints submitted through the SiTe are registered and taken over by the competent offices of the Authority, without having to submit them also through other channels. The reference number assigned will be communicated to registered users through the system.
To submit a complaint to the Authority through the online complaint submission system (SiTe), it is necessary to use SPID or eID login information. For users who are not resident in Italy, the service may be logged into through online registration, by entering the following data and documents:
To submit the complaint correctly, the following documents (in .pdf format) are required:
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