Access to the service

To travel, you must have a valid and appropriate travel ticket.

  • The paper/digital ticket must be validated/activated upon first use, at the time of boarding.
  • The SMS ticket must be purchased at least 2 minutes before boarding, and activation is simultaneous with the receipt of the response.
  • The ticket (both paper and digital) is personal and non-transferable; you must keep it intact and readable for the entire duration of the journey until you disembark and show it upon request by the verification staff.
  • In case of digital ticket verification, you must present it from the device from which it was purchased; in the case of subscriptions, you only need to show your health card or tax code (the health card does not need to be validated). For tickets that include the use of railway routes, you must show the purchase receipt (paper or digital) during verification.
  • If the validator is not working, you must validate the ticket yourself by writing the date and time of the ride for both urban and suburban routes, and inform the driver at the same time.


User Duties

On buses and in public facilities, users are required to comply with the following behaviors (Law of the Tuscany Region No. 42/1998 and subsequent amendments):

  • Upon boarding, occupy only one seat and respect the provisions regarding reserved seats.
  • Stops are on request: always signal your intention to board and disembark from the bus; boarding is done, unless otherwise indicated, from the front door, and disembarking from the central and/or rear door.
  • Do not disturb other passengers (the use of mobile phones is allowed, provided it does not disturb other passengers).
  • Do not litter or damage vehicles and support structures. The penalties referred to in Article 25, paragraph 4, of the Regional Law of July 31, 1998, No. 42 (Rules for Local Public Transport), do not apply if such acts are committed by someone who is suddenly taken ill, without prejudice to the obligation to compensate for any damage caused.
  • Do not carry harmful or dangerous objects.
  • Do not carry loaded and unassembled weapons, except as provided by current laws on possession and public safety. Ammunition must be carefully stored in appropriate containers. The prohibition does not apply to law enforcement officers.
  • Do not use alarm signals or any emergency device except in cases of serious and imminent danger.
  • Comply with the provisions concerning the transport of children, animals, and luggage.
  • Do not smoke, including so-called "electronic cigarettes."
  • Do not throw any objects from vehicles.
  • The use of seat belts on buses is mandatory: in implementation of Directive 91/671/EEC, Legislative Decree 150/06 introduced the obligation for all passengers over the age of 3 to use seat belts when seated, if the buses are equipped with them. The obligation does not apply to vehicles without seat belts.


User Rights

By purchasing a travel ticket, a contract is established that commits the customer and the company to a relationship characterized by mutual rights and duties.

As a user, you have the right:

  • To travel in safety and tranquility.
  • To information on the ground and on board transport vehicles.
  • To the timely publication and availability of current schedules.
  • To compliance with current schedules.
  • To obtain information about the service and how to use it, including through a telephone information service.
  • To courteous and respectful behavior from all service personnel.
  • To the recognizability of personnel in contact with users.
  • To file complaints.
  • To express opinions and make suggestions.
  • To use the service in compliance with the standards indicated in the seventh part of this Charter, and Regulation (EU) No 181/2011; pursuant to Legislative Decree 4/11/2014 No. 169 (Sanctioning Discipline of Violations of Regulation (EU) No 181/2011), the body responsible for the application of the aforementioned Regulation is the Transport Regulation Authority, via Nizza 230 – 10126 Turin, www.autorita-trasporti.it

  • To a refund of the travel ticket in the event that, in urban services, the ride is delayed by more than 30 minutes, or 60 minutes for suburban services, due to causes attributable to the Company and with the exception of natural disasters, strikes, and other unforeseeable emergencies, as provided by DL 24/2017 No. 50 converted into paragraph 12-ter of Article 48 of Law 21/6/2017 No. 96.

     

Accessibility, PMR Services

We pay special attention to the needs of disabled users and those with reduced mobility. People with reduced mobility, who also move with the aid of special wheelchairs, can access transport services provided according to the methods established based on the various types of vehicles and services offered. We have a fleet of buses with a retractable platform for wheelchair access.

To ensure full and complete information and assist people with reduced mobility in planning their trips, reservations are required (except for the metropolitan city of Florence) through the following channels:

Dedicated toll-free number 800 14 24 25 (every day from 08:00 to 20:00)
Online FORM
To ensure the service, at the time of booking it is necessary to specify:
 

  • your personal details and contacts (email and phone)
  • travel details (origin, destination, time, day)
  • any specific needs (presence or absence of an escort)
     

The request for assistance and booking must be made 48 hours in advance of the date for which the service is requested. Within 24 hours, we will confirm the booking of the service.

The service is guaranteed within 48 hours, subject to vehicle availability. We inform you that before going to the stop, you must ensure that you have received confirmation from the dedicated office. If the service booking request is not made within the indicated times and methods, the service cannot be guaranteed.

Wheelchairs are allowed to board in compliance with the maximum load capacity of the platform (for buses with electric platforms, the maximum load capacity is 300 kg).

List of equipped bus stations and terminals:

Florence: Via Santa Caterina da Siena
Arezzo: Viale Piero della Francesca
Grosseto: Piazza Guglielmo Marconi
Lucca: Piazzale Verdi
Siena: Piazza Gramsci

In the five bus stations listed above, it is possible to signal arrival and receive assistance through dedicated channels such as bell and phone, for:

  • moving from designated points to the reception desk, waiting room, and boarding area
     
  • boarding the vehicle, using elevators, wheelchairs, or other necessary equipment, as appropriate
  • storing your luggage on board
  • retrieving your luggage
  • disembarking from the vehicle
  • bringing an assistance dog on board the bus
  • going to your seat

For all details of PMR services, click here
 

 

Luggage Transport

Luggage dimensions: each traveler is allowed to carry one piece of luggage on board for free, with maximum dimensions of 105 cm (sum of length, width, and depth) and a total weight not exceeding 10 kg, without occupying seats and placed in a way that does not obstruct passage to and from the bus doors. Unaccompanied luggage is not allowed. Luggage exceeding the aforementioned dimensions (but still within the limit of 150 cm and 20 kg total) and bicycles, even open (not folded), can only be transported inside the bus trunk and equipped with a safety device to prevent accidental opening, for vehicles that have it and if space is available; in this case, the luggage or bicycle is subject to the payment of the ticket corresponding to the fare of the route to be taken.

Bicycles and scooters: in the case of transporting bicycles and scooters, subject to the conditions indicated above for luggage, they must be folded and such that no parts protrude. In this case, the maximum overall dimension allowed is 195 cm. The transport of luggage, bicycles, and scooters may be refused, at the sole discretion of the company's staff, in case of overcrowding of the vehicle.

Loading and unloading operations: the loading and unloading of luggage, bicycles, and scooters in the trunks are carried out, at the terminals, under the supervision of the driver. The loading and unloading of luggage only can be carried out directly by the traveler, if necessary, along the route if this does not compromise the safety of the operation, at the sole discretion of the bus driver.

Damage or theft: luggage is not insured. Liability for damage, theft, tampering, loss, or deterioration of transported items and their contents is governed by Article 1681 of the Civil Code and related regulations. The company is also not responsible for luggage that is forgotten, lost, or left unattended by the traveler on the bus or for exchanges of luggage between passengers.


Transport of children and minors

Children travel for free if they are no taller than 1 meter; in all other cases, they pay the regular fare. If accompanying more than one child no taller than 1 meter, one child will travel for free, while tickets at the regular fare must be purchased for the others.

The following transport conditions also apply:

Minors up to 10 years old must be accompanied by the parent exercising parental authority, the guardian, the custodian, or another person holding authority over the minor according to the law;

Minors between 10 and 18 years old must be accompanied by the parent exercising parental authority, the guardian, the custodian, or another person holding authority over the minor according to the law; they can travel with a different companion, over 18 years old, only if expressly delegated by the parent exercising parental authority, the guardian, the custodian, or another person holding authority over the minor according to the law, by means of a delegation that the minor must carry with them during the use of the service; they can travel without a companion only if authorized by the parent exercising parental authority, the guardian, the custodian, or another person holding authority over the minor according to the law, by means of written authorization that must be issued to the minor in the form of a substitute declaration of notoriety pursuant to Article 47 of Presidential Decree 445/2000 and that the minor must carry with them during the use of the service (a possible downloadable model is available below to facilitate users).

The companion is responsible for the supervision and custody of the minor using the public transport service during the wait at the stop, boarding, disembarking, and presence on the vehicle, whether in transit or stationary, and for the entire journey.

In case of non-compliance with the above provisions, as well as in case of use of the service by an unaccompanied minor without the necessary authorization or accompanied by an undelegated third party, the parent exercising parental authority, the guardian, the custodian, or another person holding authority over the minor according to the law and/or the undelegated third party companion remain solely responsible for the custody and supervision of the minor.

The company does not assume any obligation of supervision and custody towards minors during the wait at the stop, boarding, disembarking, and presence on the vehicle, whether in transit or stationary, and for the entire journey.

Example of authorization

 

Transport of strollers and other safety regulations for children

The transport of strollers on board buses is allowed only if it can be done safely. Boarding must take place through the central door, after allowing passengers to disembark. Strollers can be brought on board the bus open only if the vehicle is approved for this type of transport or if specific signage is present or if there are no overcrowding situations on the vehicle. They must be placed in the designated spaces, have the brakes locked, and be held by the accompanying person and secured as required.

If the dedicated space is shared, priority for the use of these spaces is reserved for passengers with disabilities. Therefore, if it is not possible to use the spaces, strollers must be closed, in a folded position, without occupying seats, and must not obstruct or pose any danger to other passengers.

For the possible transport of strollers in the bus trunk, if present, the luggage transport rules apply.

Children aged between 0 and 3 years can travel in approved car seats, to be secured with seat belts if present on the vehicle. It is the responsibility of the parent exercising parental authority, the guardian, the custodian, or another person holding authority over the minor according to the law to bring the car seat on board the vehicle and ensure that the child travels safely. The Company will not be held responsible for the suitability and compliance with the law of the car seats brought by the accompanying persons.

Children over 3 years old must be transported using approved child restraint systems, if present on the vehicle, suitable for their weight. If the bus is not equipped with approved restraint systems, minors must be transported using standard seat belts, only if present and compatible with their height. This provision is valid only for children weighing less than 36 kg.

The following are exempt from the obligation to use seat belts and child restraint systems, if present:
- individuals who, based on certification issued by the local health unit or the competent authorities of another member state of the European Communities, are affected by particular pathologies or have physical conditions that constitute a specific contraindication to the use of restraint devices. This certification must indicate the validity period, bear the symbol provided in Article 5 of Directive 91/671/EEC, and be shown upon request by the police authorities referred to in Article 12 and the individuals responsible for control;
- individuals traveling on public transport vehicles authorized to carry standing passengers and circulating in urban areas.
 

 

Animal Transport

Pursuant to LRT 19/7/2017 No. 35, the free access of pets on local public transport is allowed within the limit of one animal per passenger. Passengers who bring dogs are required to use a leash and muzzle, except for those intended to assist visually impaired persons.
As an alternative to a leash and muzzle, the use of a carrier is allowed, which is mandatory for the transport of other pets. The carrier must have maximum dimensions of 140 cm (sum of length, width, and depth) and must not occupy seats; exceeding these dimensions is subject to the payment of the regular fare equivalent to a single ticket. The passenger bringing the animal on local public transport ensures that it does not soil, disturb, or cause any damage to other passengers or the vehicle.
If the animal soils, damages the vehicle, or causes harm to people or property, the accompanying person is liable for damages (Article 2052 of the Civil Code). The animal may be removed at the sole discretion of the company staff in case of significant overcrowding, if it disturbs passengers, or if the above obligations are not met.