This prospect summarizes the contents of the European and national regulations regarding the minimum rights of rail transport users; however, it has a merely descriptive purpose and, therefore, does not have any legal value.
For anything not expressly reported here and for any doubts, including those of an interpretative nature, express reference is made to the Regulation (EU) 782/2021, to the Legislative Decree 70/2014 as well as to the Resolutions of the Italian Transport Regulatory Authority (“Autorità di Regolazione dei Trasporti”) no. 106 of 25 October 2018 and n. 21 of 8 February 2023.
Travel information
The passenger has the right to obtain from the Railway Rompanies, tour operators and ticket sellers, both before departure and during the journey, information on the methods of provision of the transport service such as, for example, those related to timetables and travel fares, services available on board the train, procedures to be followed for reporting and recovering lost baggage, any disruptions and delays.
Accessibility information
The passenger has the right to be informed about the accessibility of railway services and stations.
In particular, he has the right to obtain updated information from the station manager on any malfunctions of the station's accessibility equipment (for example elevators) and on the related restoration times.
Transport of bicycles
Without prejudice to any limitations due to operational or safety reasons, passengers have the right to bring bicycles on board the train. Railway Companies may limit the transport of bicycles based on their weight and size.
Purchase tickets
Passengers have the right to purchase their ticket and, if available, a cumulative ticket, at least through one of the following sales methods: at the counter, at the self-service ticket offices, by telephone, via the internet and on board the train.
Compensation for damages to passengers
In the event of injury or death of passengers as a result of accidents related to railway operations, adequate compensation is due from the Railway Company, commensurate with the damage suffered. In advance of the definition of the compensation, the Railway Company must also guarantee the payment of the expenses necessary to meet the immediate economic needs.
Compensation for delays and cancellations
The passenger has the right to be informed about changes of the transport service (cancellations, delays, etc.) as soon as this information becomes available.
In the event of a delay in arrival or departure, passengers have the right to receive, from the Railway Company or the Station Manager, information on the situation and the expected departure and arrival time.
Passengers are also entitled to receive free of charge, depending on waiting times and in cases where it is materially possible:
In the event of a delay or cancellation of their train, passengers can ask the railway companies for a minimum compensation of:
Compensation is not due if: a) the information about the delay was provided before purchasing the ticket; b) the delay, continuing the journey on a different service or based on an alternative itinerary, remains less than 60 minutes; c) if the delay occurred for reasons not attributable to the Railway Company.
Refund and alternative itineraries
If it is foreseeable, upon departure or in the event of a missed connection or cancellation, that the journey will be delayed by 60 minutes or more, the passenger has the right to choose between the following alternatives: continue to the final destination with an alternative itinerary under similar transport conditions; postpone the trip to another date; give up the trip and obtain a full refund of the ticket.
If the available alternative itinerary options are not communicated to the passenger within 100 minutes of the scheduled departure time of the service subject to the delay or cancellation or missed connection, the passenger has the right to independently organize an alternative itinerary with other providers of public transport services by rail, coach or bus. The Railway Company reimburses the passenger for the necessary, adequate and reasonable costs incurred.
Compensation for season ticket holders
Passengers holding a rail transport season ticket (monthly or annual) who suffer a succession of train delays and cancellations during the period of validity of the season ticket are entitled to adequate compensation in accordance with the methods established by the Railway Company.
In any case, season ticket holders are entitled to compensation if, for the route indicated on the ticket, a number of trains equal to or greater than 10% of those scheduled are delayed by more than 15 minutes or are cancelled, equal to:
Accessibility to railway services and stations for people with disabilities and people with reduced mobility
Railway companies and Station managers must guarantee non-discriminatory access conditions for people with disabilities and people with reduced mobility as well as the accessibility of trains and other railway services, as far as possible, in compliance with current legislation.
In particular, people with disabilities and people with reduced mobility have the right to:
Persons with disabilities and persons with reduced mobility also have the right to be informed, before travel, by the Railway Companies and Station Managers, on events that lead to changes in the conditions of access and usability of railway services and stations.
Compensation and compensation in favor of people with disabilities and people with reduced mobility
Persons with disabilities and persons with reduced mobility have the right to:
Complaints
The passenger has the right to receive a response to complaints submitted to the Railway Company or Station manager. After 30 days without receiving a response, or in case the response should be considered not satisfactory, the passenger can contact the Transport Regulatory Authority (for information: autorita-trasporti.it website) as well as submit a conciliation request to the ART Conciliation Service available at the link: https://www.autorita-trasporti.it/conciliaweb/ to the Conciliation Chambers established at the Chambers of Commerce, Industry, Crafts and Agriculture or to the ADR (Alternative Dispute Resolution) bodies, including joint negotiation bodies.
For information related to delays, train cancellations, accessibility and usability conditions of the stations, consult the website www.rfi.it