To request a refund, you must complete the "Refund Request Form" in every required field.
The form can be downloaded below or collected in paper form at one of our ticket offices.

Refund Request Form

The request, including the form, must be submitted through our "Talk to AT" form, indicating "refund request" in the subject.
 

Refund for Service Disruption

Single ticket: the refund consists of the return of the price of the ticket you purchased and validated/activated for the route affected by the disruption, due to a disruption attributable to the company. It is necessary to attach the ticket or a copy (a photo can also be sent) along with the refund form.


Subscriptions: the refund is equal to half of the daily quota (total cost/days of validity) of the full cost of the subscription.
You can submit the request within 7 days of the event.

What is meant by service disruption?

  • cancellation of a ride or a delay of more than sixty minutes for suburban transport services or thirty minutes for urban transport services;
     
  • early arrival at the stop or departure from the terminal more than 10 minutes ahead of schedule;
  • skipped urban or suburban stop.

We will consider every request that meets these parameters, but the outcome of the refund will be evaluated only after verifying the transit data of the line.

You are not entitled to a refund, even in the cases mentioned above, for reasons not attributable to the company such as:

  • delay due to traffic/accident;
  • natural disasters;
  • strike;
  • skipped urban or suburban stop, where the user did not clearly signal the stop request to the driver;
  • other unforeseeable causes or emergencies.


Refund for Non-Use

The request must be received at least 48 working hours before the start date of the subscription's validity. No subscription can be refunded if the notice is received after this deadline.

It is not possible to refund or replace tickets or booklets for non-use.

 

Refund for Anomaly

The request must be submitted within 7 days of the event.

If the ticket machine has issued a non-issuance or no change receipt, this must be presented at one of our official ticket offices and, at the user's preference, a replacement travel ticket will be issued or a refund of the same amount will be made, which will be issued on the spot.

In the absence of a receipt, the request will be evaluated following the verification of the sales data of the ticket machines.