Compensation according to TRA Resolution 106/2018 in the event of failure to comply with the deadlines communicated for repairing faulty lifts

In accordance with Italian Transport Authority Resolution no. 106 of 25 October 2018, RFI undertakes to pay compensation to disabled and reduced mobility passengers using transport services subject to public service obligations (PSO) if, in the event of lifts not working for a period longer than 24 hours at the stations managed by RFI, the deadlines for their repair communicated or amended by the station manager are not met.

To request compensation, the passenger with disabilities or reduced mobility must submit a claim, indicating the identification references of the journey (date, time of departure, origin, destination, train number and PNR or ticket/season ticket code which will subsequently be requested) and providing all the information useful for the evaluation of the request for compensation, through the following methods:

1. the RFI responds channel, accessible from the homepage 

 or, alternatively

2. registered mail, by filling in the specific form available on the Claims and Reports page, to be sent to the following address: RFI. S.p.A., c.a. Regulatory Affairs and Antitrust Infrastructure Hub - Passenger Rights, Piazza della Croce Rossa no. 1, 00161, Rome.

If the passenger has purchased an integrated ticket that also includes the use of transport services not subject to public service obligations, the compensation will be calculated by taking as a reference the cost of the ticket limited to the route covered by the PSO services.

Within 30 calendar days from the day the claim is sent via the RFI responds digital channel or from the day of receipt of the registered letter, the passenger will be notified of the outcome of the request and, if accepted, of the methods and time of payment of the indemnity.

Passenger rights related to claim management are indicted on the Claims and Reports page as well as in the specific section called Claims and Reports of the RFI Service Charter.

The compensation is calculated according to the criteria shown in the table below, which are based on the parameters indicated by the Italian Transport Authority.


Parameter A

delay in restoring access to the lift with respect to the times communicated/amended by RFI

Parameter B

distance to be covered by the train in order to reach the first accessible station for the journey planned by the passenger

Parameter C

absence of an alternative means of local public transport, accessible and the same price as the train, to reach the destination station of the planned trip

> 48

50% of the ticket price

> 10 km

50% of the ticket price for the 1st accessible station

If there is no alternative means of travel - to be proved by the traveller - a flat-rate reimbursement of €15.00 is granted.

< 48

25% of the ticket price

0 - 10 km

25% of the ticket price for the 1st accessible station

►The amount of compensation is the sum of the value calculated for each of the three parameters (A+B+C)

►The calculation criteria are defined according to the principles of reasonableness, proportionality and gradualness