GENERAL CONDITIONS OF CARRIAGE

Transcription

1 GENERAL CONDITIONS OF CARRIAGE 1. GENERAL CONDITIONS The conditions listed below are applicable in relation to the type of transport service chosen. The Traveler is obliged to: 1.1 Comply with all the provisions concerning him/her, concerning the use of the bus lines, to comply with the conditions set out, the warnings of the personnel in service, as well as the laws, decrees and regulations in force concerning public transport; it must also comply with all the requirements involving impediments, restrictions or special conditions in the execution of the transport; 1.2 Respect the necessary precautions and supervise, as far as he is concerned, on the safety of his own, of the people and animals in his custody, as well as on the safety of his own things. Anyone who contravenes the provisions of the previous points will incur the penalties of the law and will answer for the damages that for such facts derive to people, animals and things. 2. RIGHTS AND DUTIES OF THE TRAVELER With the validation of the travel document, between the user - customer and Autostradale Srl., a contract is born characterized by reciprocal conditions of law/duty that regulate, in general, the use of the service. 2.1 TRAVELER'S RIGHTS The Rights of the Traveler refer to the National Regulations and the EU Regulation 181/2011, of which, specifically, the main ones are summarized: safety and tranquility of the trip; timely and easily available publication of service hours; easy access to information on travel arrangements and fares, timely information on the continuation of the journey by alternative means in case of anomalies or accidents; respect for departure and arrival times, consistent with the general traffic situation; hygiene and cleaning of vehicles and premises owned open to the public, efficiency of support equipment and infrastructures; recognition of the personnel and the task performed; reasonable waiting times at the counters; compliance with the provisions on the ban of smoking inside vehicles and premises of properties open to the public; easy access to the complaints procedure and timeliness in responding to them.

2 2.1.1 RIGHT TO NON-DISCRIMINATORY TRANSPORT CONDITIONS All persons purchasing tickets for bus transport services have the right not to be discriminated directly or indirectly on the basis of their nationality, the place of establishment of Autostradale Srl., or the ticket seller in the European Union. In the case of regular long-distance services, Autostradale Srl. issues a ticket to passengers (also in electronic format), unless other documents give the right to transport RIGHT TO INFORMATION All passengers traveling on regular bus services are entitled to receive adequate information throughout the journey. Passengers have to be informed of their rights, including the freedom to contact the national control bodies. All relevant general information and transport conditions are available in formats accessible to persons with disabilities and persons with reduced mobility. Moreover, in the case of long-distance regular services, Autostradale Srl. informs the passengers departing from the station as soon as possible, and in any case no later than thirty minutes after the scheduled departure time, about any delay incurred as soon as this information is available. Without prejudice to the duties of the Traveler expressed in paragraph "4. Duties of the Traveler: Coincidences", if passengers lose a connecting transport service due to a cancellation or delay, Autostradale Srl. makes reasonable efforts to inform interested passengers about alternative links. Autostradale Srl. also transmits this information to passengers using alternative methods, in the event that passengers have requested it and have supplied it to Autostradale Srl. the data needed to be contacted RIGHT TO COMPENSATION AND ASSISTANCE IN CASE OF ACCIDENT In the case of regular long-distance services, passengers are entitled to compensation for death, personal injury and for the loss or damage of baggage due to an accident resulting from the use of buses. The conditions and amount of compensation are governed by the applicable national law, and only certain minimum amounts are regulated. In addition, Autostradale Srl. provides reasonable and proportionate assistance for the immediate practical needs of the passenger traveling on a regular long-distance service as a result of the accident. This assistance includes, where necessary, accommodation, food, clothing, transport and the facilitation of the first assistance RIGHT TO CONTINUATION, RE-ENTRY AND REIMBURSEMENT IN CASE OF CANCELLATION OR PROLONGED DELAY As far as regular long-distance services are concerned, in case of acceptance of a number of bookings greater than the available seats or if Autostradale Srl. reasonably expects that the delay will be more than

3 120 minutes compared to the scheduled departure time or that the service will be canceled, passengers have the right to choose between: - alternative transport to the final destination under similar conditions as soon as possible and without any additional cost; - reimbursement of the full ticket price and, where appropriate, free return to the first departure point indicated in the transport contract whenever possible. This provision does not apply to passengers with open tickets because the departure time is not specified, except for passengers holding a booked ticket or monthly subscription (monthly pass). The same right to choose is applicable if the service suffers a cancellation or a delay from the departure stop for over one hundred and twenty minutes. The passenger has the right to receive compensation equal to 50% of the ticket price: if Autostradale Srl. is unable to provide the passenger in the above situation with a refund or rerouting on an alternative route. This right to compensation and the eventual reimbursement of the ticket do not prevent passengers from contacting the national courts in order to obtain, under the conditions laid down by national legislation, compensation for damages deriving from losses due to cancellation or delay of regular services. If the journey is interrupted due to a bus failure, Autostradale Srl. must replace the bus and continue the service to destination or to transport passengers to a suitable waiting area and / or station from which the journey may proceed RIGHT TO ASSISTANCE IN THE EVENT OF CANCELLATION OR DELAY AT DEPARTURE In the case of a regular long distance service with a duration of more than three hours, a cancellation or delay of more than 90 minutes entitles passengers to appropriate assistance that includes: snacks, meals and drinks and, if necessary, accommodation (Autostradale may limit the total cost of the accommodation to 80 euros per night for a maximum of two nights and is not required to cover the living expenses if the cancellation or delay are due to adverse weather conditions or major natural disasters) RIGHTS OF PEOPLE WITH DISABILITY AND PEOPLE WITH REDUCED MOBILITY In addition to the rights of passengers in general, persons with disabilities and persons with reduced mobility have the following rights when using bus transport services, in order to allow them to benefit from the same travel possibilities as other citizens. (a) Right of access to transport for persons with disabilities and for persons with reduced mobility, without additional charges. Autostradale Srl., travel agents and tour operators cannot ask people with disabilities or persons with reduced mobility to pay an additional cost for bookings and tickets.

4 They are also not authorized to refuse a reservation, provide a ticket, or accept passengers on board because of their disability or reduced mobility. Exceptions are allowed only if the transport of the person with disabilities or reduced mobility in question would not be possible in accordance with the applicable legislation on the safety of passengers and the health and safety provisions of the competent authorities or when the structure of a buses, or transport infrastructures do not allow the person to be transported safely. In the case of regular long distance services, if Autostradale Srl., the travel agent or the tour operator refuses to accept a reservation, provide a ticket or board a passenger for the aforementioned reasons, he must immediately inform him of the reason for the refusal and, if the passenger requests it, put this information in writing. Furthermore, in case of refusal to accept the reservation or to provide a ticket, he must inform the person in question about any acceptable alternative service operated by the carrier. If the problems for which the passenger in question has been refused a booking or boarding can be solved by the presence of a person able to provide the necessary assistance, the passenger can ask to be accompanied by a person of his choice to free title. In the case of regular long distance services, where a disabled person or a person with reduced mobility is in possession of a ticket or a reservation and has duly notified the carrier of his specific needs and the boarding is denied due to his disability or reduced mobility, it can choose between reimbursement and rerouting (the latter is subject to the availability of adequate travel services). Autostradale Srl. establishes non-discriminatory access conditions for the transport of persons with disabilities and persons with reduced mobility. These conditions are made public and are distributed materially at the request of the passenger. (b) Right to special assistance In the case of long-term regular services, Autostradale Srl. provides, within their respective competences, free assistance to people with disabilities and reduced mobility. Persons with disabilities and persons with reduced mobility must notify Autostradale Srl. their specific needs no later than 36 hours before the actual need for assistance, and must appear at the designated bus station point at the agreed time before the departure time (no more than 60 minutes). (c) Right to compensation for loss or damage of mobility equipment Where Autostradale Srl. caused the loss or damage of mobility equipment (wheelchairs and other assistive devices), must pay compensation corresponding to the replacement value of the equipment in question or repair costs (provided that the repair of such equipment is possible ). If necessary, Autostradale Srl. will make every effort to temporarily replace lost or damaged mobility or equipment.

5 3.1.7 RIGHT OF TRANSMITTING COMPLAINTS TO AUTOSTRADALE S.R.L. AND THE NATIONAL BODIES PREPOSED FOR THE IMPLEMENTATION OF THE REGULATION Passengers can send a complaint to Autostradale Srl. within three months of the date on which the regular service was provided or should have been provided. Within one month of receiving the complaint, Autostradale Srl. notifies the passenger that the complaint is accepted, rejected or still under consideration. Autostradale Srl. will provide a definitive answer within three months of receiving the complaint. These terms do not apply to matters relating to compensation in the event of death, personal injury or damage and loss of luggage in the event of an accident APPLICATION OF PASSENGER RIGHTS Each Member State designates one or more national bodies responsible for the enforcement of the rights referred to in the regulation. The national control body is responsible for the application of this Regulation with regard to regular services from points located on its territory and regular services from a third country to those points. Passengers may lodge complaints with the competent national body regarding violations of the regulation. Member States may decide that a passenger primarily presents a complaint to the carrier, in which case the national enforcement body or another competent body designated by the Member State acts as a second instance body for unresolved complaints. It is also possible to submit notifications to the Transport Regulatory Authority, pursuant to EU Regulation 181/2011 (only after having submitted a claim in the forms provided to Autostradale Srl. and after 90 days from sending it) by registered mail to Via Nizza n.230, Torino or by sending an to one of the following addresses: pec@pec.autorita-trasporti.it; reclami-bus@autorità-trasporti.it; or by using the appropriate electronic access (SiTe), available on the Authority's website 4. DUTIES OF THE TRAVELER AND BEHAVIORAL RULES Travelers must always occupy all seats available and stay seated for the duration of the journey until the bus has stopped. The Company declines all responsibility in case of accidents suffered by travelers who have not complied with the aforementioned requirements. It is forbidden for the traveler to: smoke and disturb, occupy more than one seat and clutter up and down areas for no reason, engage in commercial activities, fundraising, muddying or tampering with parts or equipment of the cars. The violators will be

6 removed from the vehicles, upon collection of the ticket without the right to any reimbursement for the routes yet to be carried out. In summary, some behavioral norms: do not use the means without a validated travel document and / or booking (if this is obligatory); do not occupy more than one seat; do not cause damage or dirty the means of transport or infrastructure; respect the ban on smoking inside vehicles and in areas open to the public; do not throw any object from the vehicle; to facilitate elderly and disabled persons during the journey and to comply with the provisions relating to the places reserved for them; not behave in such a way as to disturb other people; not transport objects included among those classified as harmful and dangerous and comply with the rules for the transport of goods and / or animals; not to engage in advertising and commercial activities without the Company's consent; do not use the stop request signal or the door opening emergency command without need; follow the rules that govern the formalities relating to vehicle checks. COINCIDENCES: the passenger is required to plan his trip in such a way as to have the possibility to arrive at the destination taking into account the times of the different connections. In the event of a connection with an aircraft the passenger must choose a departure time that will allow him to arrive with the necessary advance time (indicated by the airport regulations) before the closing of the check-in. In the case of non-compliance with the above, the passenger will not be entitled to any refund and / or compensation. 5. GET ON AND OFF THE BUS 1. Getting on and off buses must take place exclusively at the authorized stops located along the routes of the lines. If the stop is on request, the traveler must report in time the intention to get on or off the bus. If the total maximum number of passengers provided for in the vehicle registration certificate has already been reached, no further passengers are allowed on the vehicles. In the event of overcrowding at departure, travelers with mobility difficulties have the right to get on the bus. 6. TIMETABLES AND COINCIDENCES 1. The times shown to the public may vary even during their period of validity. Any changes will be communicated with special announcements to the public posted at the stops. The Company declines all responsibility for consequences resulting from delays, missed connections and, in general, for any event beyond its control.

7 7. TRAVEL DOCUMENTS 1. Before being allowed on board, the traveler must be in possession of a regular travel document issued by AUTOSTRADALE Srl, by the affiliated sites, purchased on the ground at the authorized retailers or personal document attesting the admission to the free movement on buses according to the current regulations. The travel document must be validated as soon as the passenger boards the bus. 8. CHANGE RESERVATIONS 1. Tourist services (Gran Turismo lines): In case of modification of the travel date you will have to pay a fixed fee of 5.00 per change, if the change occurs within 48 hours before departure. Less than 48 hours before departure, the ticket cannot be changed. 2. Airport Services: Travel documents for airport services cannot be changed. 9. CANCELLATION AND REFUND FOR ONLINE PURCHASES 1. Tourist Services: The traveler can request a refund, with a reduction of 30% of the total price, only after the cancellation of the ticket (made at least 48 hours before the departure date), on the website or at authorized retailers. Less than 48 hours before the departure time, the ticket will no longer be canceled or refunded. Partially used tickets are not eligible for reimbursement (ex: a return ticket, which has already been used for the outward journey or which has not been canceled before the scheduled deadline). Refunds will be made within 45 days of receipt of the request, if deemed valid, directly on the credit card used at the time of purchase, or through a bank transfer, upon notification of the IBAN code, by the user. Reimbursement requests, accompanied by tickets canceled and indicating the chosen reimbursement procedure, can be sent by to segreteria2@autostradale.it, or by registered letter with return receipt to the following address: Autostradale s.r.l. - Via Gramsci n Pero (MI) 2. Airport Services: tickets relating to the airport routes of the "Airport Bus Express" network purchased through the Autostradale sales channels or through other sales channels are not refundable. 10. TRANSPORTATION OF CHILDREN 1. Every traveler with a travel document has the right to travel with a child under the age of 2 holding him on his lap, free of charge. When a traveler has more children under the age of 2, in addition to the travel document for the companion, he must necessarily buy a ticket for every two children. 2. From 2 to 12 years the reduced rate applies.

8 11. TRANSPORT OF PETS 1. Each traveler, carrying a travel document, may bring with him a small pet to whom a device has been applied to make it harmless. The transport of animals, excluding guide dogs, may be refused if the bus is crowded. Guide dogs are allowed free of charge unless the blind person is accompanied by a free travel companion; for all other pets the corresponding ticket must be purchased at the rate in force. 2. Tourist Services: The ticket intended for the carriage of a pet, with the above characteristics, will be equal to 50% of the amount scheduled for the trip and will be issued directly on board. 12. TRANSPORT OF THINGS 1. Each traveler may carry one large baggage and one hand (small) bag free of charge. AUTOSTRADALE Srl. reserves the right to accept the luggage in relation to their size. Baggage containing dangerous and noxious goods as well as flammable material is excluded from carriage. AUTOSTRADALE Srl. reserves the right to claim against the traveler for any damage caused by the nature of his baggage. 2. Any object that cannot be placed in the luggage racks inside the bus must be placed in the external baggage compartments. 13. LOST AND FOUND OBJECTS 1. The lost and found service is available only on weekdays, from 8.30 to and from to The objects found are kept for three months; for their withdrawal, an identity document must be presented. 13. COMPLAINTS 1. For complaints, the traveler can send their concerns by letter or at the following address: reclami@autostradale.it 2. It is possible to submit notifications to the Transport Regulatory Authority, pursuant to EU Regulation 181/2011 (only after having submitted a complaint in the forms provided to Autostradale Srl and after 90 days from the date of sending) by registered mail to the address Via Nice n.230, Torino or by sending an to one of the following addresses: pec@pec.autorita-trasporti.it; reclami-bus@autorità-trasporti.it; or by using the appropriate electronic access (SiTe), available on the Authority's website REFUNDS FOR DISSERVICES AND IRREGULARITIES ON LONG-RANGE TREATMENTS (DURATION ABOVE 3 HOURS)

9 Autostradale Srl. provides for forms of reimbursement as a result of any inefficiencies and irregularities encountered in the performance of its service, in the cases provided for in the following paragraphs: RIGHT TO NON-DISCRIMINATORY TRANSPORT CONDITIONS INFORMATION RIGHT RIGHT TO COMPENSATION AND ASSISTANCE IN CASE OF ACCIDENT RIGHT TO CONTINUATION, RE-ENTRY AND REIMBURSEMENT IN CASE OF CANCELLATION OR PROLONGED DELAY RIGHT TO ASSISTANCE IN THE EVENT OF CANCELLATION OR DELAY AT DEPARTURE RIGHTS OF PEOPLE WITH DISABILITY AND PEOPLE WITH REDUCED MOBILITY The reimbursement will consist in the recognition of the cost of the ticket purchased, in the case of a monthly subscription (monthly pass), in the recognition of the single fare ticket for the section referred to the subscription itself. If the user, due to impracticable reasons, motivated and demonstrable not being able to use other public transport means of transport is forced to make the journey using other means of transport, the Company will recognize a reimbursement equal to five times the cost of the ticket skipped service. The user, within 48 hours after the event, must forward the complaint by written request enclosing the unused ticket or photocopy of the subscription. It must also be declared name, surname, day, stop, time and line number subject to non-service. In case of sending by post, the stamp of the accepting Post Office will be valid. In the event that the user is forced to make the journey using the other means other than public transport, in addition to the above, must attach appropriate documentation certifying the impracticality and motivation of the trip, accompanied by a receipt transport costs incurred. The Company accepted the request, will proceed to send to the address indicated by the applicant of a reimbursement voucher usable for the purchase of another ticket or for the collection of the sum to be refunded. 15. COMPENSATION FOR DAMAGES FOR CONTRACTUAL RESPONSIBILITY The Company provides for the reimbursement of any damage to things or persons caused in the execution of transport services in reference: RIGHT TO NON-DISCRIMINATORY TRANSPORT CONDITIONS INFORMATION RIGHT RIGHT TO COMPENSATION AND ASSISTANCE IN CASE OF ACCIDENT RIGHT TO CONTINUATION, RE-ENTRY AND REIMBURSEMENT IN CASE OF CANCELLATION OR PROLONGED DELAY

10 2.1.5 RIGHT TO ASSISTANCE IN THE EVENT OF CANCELLATION OR DELAY AT DEPARTURE RIGHTS OF PEOPLE WITH DISABILITY AND PEOPLE WITH REDUCED MOBILITY In case of loss of baggage transported (excluding money, valuables and securities) for which the relevant ticket has been paid: in this case the amount recognized by Autostradale Srl (as provided for in paragraph Right to compensation) is within limit per kilogram with a maximum of 10 Kg for airport services and a maximum of 15 Kg for Gran Turismo services, pursuant to art. 412 of the Navigation Code, to which the art. 2 L. 450/1985. To access the refund, the user must report the fact to the driver and subsequently contact the Claims Office of the Company in writing (from 8.30 am to 5.00 pm from Monday to Friday - Tel Fax ) which will to perform the necessary procedures. APPLICABLE LAW 1. All transport services provided by Autostradale: they are exclusively subject to Italian law. Any dispute relating to them will be the exclusive jurisdiction of the Italian courts.