How to submit a complaint

To find out how to submit a complaint, the channels for submitting it and the time frame for handling it, please read the following article "How to submit a complaint";

To submit a complaint or receive immediate assistance, you can access the Assistance section, or contact our customer service on (+39)06.88938232; one of our operators will reply as soon as possible.

How to submit a complaint

If you do not need assistance with your journey but wish to make a complaint because you have found that our service is not in line with one or more of the requirements defined by European or national legislation, the general conditions of sale and carriage or the service charter, please send the following information:

   - identification details of the passenger and any representative, the journey made or planned and the transport contract or a copy of the ticket

   - description of the inconsistency of the service with one or more of the requirements defined by the reference legislation or by the Itabus general conditions of carriage.

Please note that, in order for your complaint to be handled correctly, it is important to check that all of the above information is included. 

You can submit your complaint, in Italian or English, within three months from the date on which the transport service was provided or should have been provided, through the following channels

   - website, online complaint section

   - recorded delivery/regular mail, paper complaint section.

Within one month of receipt, you will be notified of the receipt of your complaint and its outcome. The time taken to provide a final response shall not exceed three months from receipt of the complaint.

In the event of a failure to respond to the complaint within the specified time limits, it is possible to have recourse to out-of-court dispute resolution procedures or to submit a complaint to the Transport Regulation Authority.

In the event of failure to comply with the above terms, or in case of rejection of the same, the right to receive automatic compensation commensurate with the price of the ticket shall accrue in an amount no less than

   a) 10% in the case of a reply provided between the ninety-first and the one hundred and twentieth day from receipt of the complaint;

   b) 20% in case of no reply within the 120th day from the receipt of the complaint.

It should be noted that such compensation is not due in cases where the amount of the claim is less than €4, the claim is not submitted by the passenger in the required way, with the minimum elements for processing and within the required time frame, or the passenger has already received compensation for a claim concerning the same journey.