Travel conditions

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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.

Should you fail to comply with these rules you may be subject to a fine, as outlined below:

LOCAL PUBLIC TRANSPORT RULES
Tuscan Regional Law no. 42/1998 as amended.
 

If you were unable to show a valid ticket you can go to the Autolinee Toscane ticket offices within 15 days where you can fill out an appeal form. Take your fine, ticket and health card (or tax code) with you.

Alternatively, you can download the online form and send it via certified e-mail or registered letter, attaching the required documentation (form and contacts in the " appeal" paragraph below).

 

Methods of payment

  • On board: immediate payment of fine to appointed staff.

  • At any LIS point

 

Appeal

You can appeal a fine within 30 days. In the case of a minor, the appeal must be presented by a parent or person exercising parental authority writing to: fines@at-bus.it
 

The refund consists of the price of the ticket purchased for the journey in question. In the case of a season pass, the refund is equal to the daily amount of the total cost of the ticket (total cost/days of validity).

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 here or collected in paper form from one of our ticket offices.

In the event of a refund request for paper tickets, after receiving confirmation of the refund from Customer Services you will be required to go to a company ticket office.

We will reply to all requests within 30 days of receipt.

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