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Travel conditions

Accessing the service

To travel you must be in possession of a suitable and valid ticket.

Where applicable, validate/activate your single ticket or book of tickets when you use it for the first time.

Your ticket (paper or digital) is personal and must remain intact and legible for the entire duration of your journey until you get off from the vehicle. It must also be displayed to ticket inspectors where requested.



In the case of season passes, you must show your health card (i.e. your tax code), which does not have to be validated.

In the case of an out-of-service ticket stamping machine, you must validate your ticket yourself, writing the date and time of your journey for both urban and suburban routes and also informing the driver.

Buses only make stops on request: always indicate your intention to get on or off the bus.

Remember that, unless otherwise indicated, you must get on board from the front door and get off from the central and/or rear door.



You can get information on tickets, fares and relative payment methods at this link.

 

Accessibility, PRM services

Many buses are equipped with a platform for people with disabilities, a low floor and a central space reserved for passengers with reduced mobility where wheelchairs or other aids can be safely parked.

You can find all the details on PRM services at this link.

 

Priority passengers

It is common courtesy both to give up your seat to elderly people, people with reduced mobility and pregnant women, and to allow these priority passengers to get on the bus first.



Travelling with children

Children under one metre tall travel for free as long as they do not occupy a seat and are accompanied by an adult. If an adult is travelling with more than one child under one metre tall, one child may travel for free while the others will have to pay the full fare.

 

Travelling with buggies

Buggies must not impede other passengers in any way. If this is guaranteed, closed buggies are always permitted on board. Buggies should only be open when in use and must be positioned in the special buggy zone or in the space reserved for disabled people, if not occupied, with the brakes on. Keep hold of buggies at all times.

 

Travelling with luggage

Passengers may travel with 1 piece of luggage of a maximum of 105 cm (L+H+D) and 10 kg for free. An additional piece of luggage of up to 150 cm (L+H+D) and 20 kg is permitted for a fee.

 

Travelling with animals 

Passengers may travel with 1 pet for free as long as it does not occupy seats and is kept in a special pet carrier with a maximum size of 140 cm (L+H+D). With the exception of guide dogs for the blind, dogs must be muzzled and leashed. At the sole discretion of company staff, passengers may be asked to remove their animal from the bus for reasons of safety.

 

Travelling with bicycles

Passengers may bring 1 bicycle on board for free as long as it is foldable and stored in a special bag that does not exceed the maximum dimensions of 195 cm (LxHxD).

 

Additional passenger obligations LR 42/1998 as amended

The Region of Tuscany has established the following regulations:

  1. Occupy one seat only;

  2. Respect the rules relating to reserved seats;

  3. Do not disturb other passengers; the use of mobile phones is allowed as long as it does not disturb other passengers;

  4. Do not soil or damage vehicles or their safety features;

  5. Do not bring harmful or dangerous objects on board;

  6. Do not bring loaded or assembled firearms on board unless otherwise permitted by current laws on detention and safety protection;

  7. Do not use alerts or any other emergency devices unless you are in serious and imminent danger;

  8. Respect the rules on the transportation of animals and luggage;

  9. Do not smoke;

  10. Do not throw anything from the windows.

The passenger is subject to a penalty if:

  • the user does not have a regular ticket.
  • the user has a regular ticket, but it was not obliterated/activated when boarding.
  • the user does not tap, in the case of contactless on-board payment.

For any additional information please consult our “Tarvel rules” on our website in the “travel conditions” section.

 

Penalty fares:

Local public transport rules Tuscan Regional Law no. 42/1998 as amended.

Methods of payment:

  • On board: immediate payment of fine to appointed staff.
  • At any LIS point

     

Penalty Appeal

If you believe you have been unfairly fined, you can send a penalty appeal which will be put under inspection by our verification ticket office.

The penalty appeal must be submitted within 30 days by the notification of the fine (in the case of minors, the appeal must be submitted by a parent or guardian).

Please find the “Penalty appeal form” here below, otherwise you can find it by our official ticket offices.

PENALTY  APPEAL FORM

 

You can send it through:

  • Registered mail: Autolinee Toscane - Ufficio Sanzioni - Viale dei Mille 115 - 50131, Firenze
  • Legal mail:  fines@at-bus.it

Note that payment of the fine determines the closure of the procedure itself, even if a penalty appeal has been presented (art.8 L.R. 81/2000), except in cases provided for by law.

To obtain a refund you must submit the request within 7 days of the incident by sending an e-mail to: servizioclienti@at-bus.it, stating "refund request” in the subject. The request must include the completed “Refund Request Form", which can be downloaded below or collected in paper form from one of our ticket offices.

REFUND REQUEST FORM

REFUND FOR DISSERVICE

You may submit thr request within 7 days of the event.

What is meant by disservice?

  • cancellation of a journey or delay exceeding sixty minutes for suburban transport services or thirty minutes for urban transport services;
  • early passage to the stop or departure from the terminus of more than 10 minutes;
  • missed urban or suburban stops.

We will consider any request that respects these parameters, but the outcome of the reimbursement will only be assessed following verification of the line's transit data.

You are not entitled to reimbursement, even in the above-mentioned cases, for causes not attributable to the company such as:

  • traffic delays/accidents;
  • natural disasters;
  • strike;
  • missed urban or extra-urban stops, where the user has not made a clear request for the stop to the driver;
  • other unforeseeable causes or emergencies.

For single ticket, the reimbursement consists of a refund of the price of the ticket you purchased for the route affected by the disruption. In the case of a paper ticket, after receiving confirmation of the refund or replacement from Customer Services, you are invited to go to the official ticket offices with the ticket to be refunded or replaced.

For passes, the reimbursement is equal to half of the daily rate (total cost/days of validity) of the full cost of the season ticket.

 

REFUND FOR NON-USE

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

It is not possible to refund tickets or carnets 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-issue or non-refund coupon, this must be presented at one of our official ticket offices and, at the customer's preference, a replacement ticket will be issued or a refund of the same amount will be made, which will be issued on sight.

If no coupon is issued, the request will be assessed following verification of the machine's sales data.

 

 

If you have lost a valuable or personal item on one of our buses or on Autolinee Toscane premises, you can report it via:

  • The online form, selecting “lost property” from the "nature of request" menu.

    (The form is available at the at-bus.it/talkwithAT link)

  • Or by calling the toll free 800 14 24 24 (Mon-Sun 06:00 to 24:00)

Found objects will be kept initially on the company premises before being sent to the municipal Lost Property offices (Art. 927-931 of the Italian Civil Code).



Information on the finding and collection of lost property will be provided by Customer Services.

We shall provide reimbursement for any damage to property or persons attributable to our liability, subject to the minimum limits set by applicable law, including but not limited to:

  • damage involuntarily caused to third parties by vehicles (including passengers transported in any capacity);
  • damage caused by the movement or parking of off-duty vehicles in private areas, even if not owned by the Contracting Party;
  • damage to luggage and items in general carried by third parties, even if not constituting actual luggage, excluding money, valuables and securities. The following shall also be included: unintentional damage caused by the vehicle to clothing, whether or not it is worn;
  • damage caused to passengers when boarding or leaving the vehicle;
  • damage in the event of loss of or damage to wheelchairs, other mobility equipment or assistive devices within the meaning of EU Regulation 181/2011.

Following the introduction of the Direct Compensation legislation, claims can be divided into two types:

  1. Accidents involving a collision between two identified motor vehicles resulting in material damage to the vehicle and/or minor injuries to the driver and/or damage to transported property owned by the insured party or by the driver. In such cases, the Direct Indemnity procedure shall apply: the injured party shall draw up and sign a claim for damages to be sent directly to his/her insurer.

     
  2. accidents involving several vehicles, with motorcycles/mopeds not displaying the new license plate, damage to a third party (e.g. injuries sustained by bus passengers and/or damage to property transported by them), foreign-registered vehicles, damage with serious personal injury. In these cases, the Direct Indemnity procedure shall NOT apply and, therefore, the claim accompanied by an estimate of the damage suffered and/or initial medical certification must be sent to the Transport Company at: Autolinee Toscane S.p.A. Viale dei Mille, 115 - 50131, Florence, Italy

Si richiamano i consumatori a fare attenzione alle procedure di risoluzione extragiudiziale delle controversie tra consumatori e imprese, tra cui le procedure di conciliazione Alternative Dispute Resolution (ADR).

Con delibera n. 21/2023, l’Autorità di regolazione dei trasporti ha adottato la Disciplina delle modalità per la soluzione non giurisdizionale delle controversie tra gli operatori economici che gestiscono reti, infrastrutture e

servizi di trasporto e gli utenti o i consumatori ai sensi dell’articolo 10 della legge 5 agosto 2022, n. 118.



Tale Disciplina consente di risolvere – in via conciliativa, tramite la piattaforma ConciliaWeb − le controversie relative ai viaggi in treno, nave, autobus e aereo, facendo valere le proprie richieste, anche economiche.

È possibile consultare i documenti citati e le pagine informative a questo link