Access to the Service
To travel, you must hold a valid and suitable travel ticket.
Paper or digital tickets must be validated or activated upon first use, at the time of boarding.
SMS tickets must be purchased at least 2 minutes before boarding; they are activated automatically upon receiving the confirmation message.
Tickets (both paper and digital) are personal and non-transferable. You must keep them intact and legible throughout the entire journey, until you get off the vehicle, and show them upon request by inspection staff.
In the case of a digital ticket inspection, you must show the ticket on the same device used for the purchase. For season passes, it's sufficient to present your health card or tax code (the health card does not need to be validated).
For tickets including railway routes, you must present the purchase receipt (paper or digital) during inspections.
If the ticket validator is out of service, you must self-validate the ticket by writing the date and time of the trip on it—this applies to both urban and suburban routes—and immediately inform the driver.
Passenger Duties
On board buses and in public infrastructure areas, passengers must comply with the following rules
(Regional Law of Tuscany No. 42/1998 and subsequent amendments):
Upon boarding, occupy only one seat and respect seating reserved for specific categories.
Bus stops are on request: always signal your intention to board or get off the bus. Unless otherwise indicated, board from the front door and exit from the middle or rear doors.
Do not disturb other passengers (mobile phone use is permitted as long as it does not bother others).
Do not soil or damage vehicles or support facilities.
The penalties under Article 25, Paragraph 4, of Regional Law No. 42/1998 do not apply if such actions are caused by sudden illness, without prejudice to any liability for damages caused.
Do not carry harmful or dangerous objects.
Do not carry loaded or assembled firearms, except as permitted by law. Ammunition must be safely stored in appropriate containers. This prohibition does not apply to law enforcement officers.
Do not use emergency signals or devices except in cases of real and imminent danger.
Respect regulations on the transport of children, animals, and luggage.
Smoking is prohibited, including electronic cigarettes.
Do not throw any objects from the vehicle.
Use of seat belts is mandatory on buses equipped with them:
In compliance with Directive 91/671/EEC and Legislative Decree No. 150/2006, all passengers over the age of 3 must wear seat belts when seated. The rule does not apply to buses not equipped with seat belts.
Passenger Rights
By purchasing a travel ticket, you enter into a contract that binds both the customer and the company to a relationship defined by reciprocal rights and obligations.
As a passenger, you have the right:
To travel in safety and comfort
To receive information at stations and on board vehicles
To timely access published timetables
To expect compliance with the timetable
To obtain information about the service and how to use it, including via phone support
To be treated with courtesy and respect by all service personnel
To identify service staff in contact with passengers
To submit complaints
To express opinions and suggestions
To enjoy the service in accordance with the quality standards set out in Section 7 of this Charter, and as per EU Regulation No. 181/2011;
under Legislative Decree No. 169 of 4 November 2014 (Sanctions for violations of Regulation No. 181/2011), the body responsible for enforcing the Regulation is:
Transport Regulation Authority, via Nizza 230 – 10126 Turin, www.autorita-trasporti.it
To receive a refund for the travel ticket if the urban service is delayed by over 30 minutes, or 60 minutes for suburban routes, due to causes attributable to the company, excluding natural disasters, strikes, or unforeseeable emergencies, as per Decree Law 24/2017 No. 50, converted into Article 48, paragraph 12-ter of Law No. 96/2017
Accessibility and PRM Services
For full details on the services, click here.