Customer rights
With the purchase of a ticket, a contract is formed, which commits the customer and the company to a relationship characterised by reciprocal conditions of rights and obligations.  The customer has the right to:

• Travel in secure and calm conditions
• Information on ground and on board methods of transport
• Well-timed publications and  availability of timetables
• Respect for timetables
• To acquire, also through a telephone information service, information relative to conditions of fruition
• well-managed and respectable behaviour by all staff
• recognition of the staff in contact with customers
• make complaints
• express judgements and suggestions
• the fruition of services with respect to the standards indicated in the 7th part of the present card
• the compensation of the passenger travelling in case of non-compliance permitted by the company.  The right to a ticket refund on the following conditions:  for extra-urban services: in the case where the journey is carried out with more than 30 minutes of delay (art. 16 D.P.G.R. 9/R - 2005); for urban services: in the case where delay is more then 30 minutes or the journey is cancelled  (art. 23 comma 1 lettera n-ter L.R. 42/98). 

The refund consists of the reimbursement of the ticket price, by writing to: TRA.IN SpA, SS 73 Levante 23, 53100 Siena.  Please attach the ticket as well. 

Matters regarding conciliation are to be directed to the territorially competent Ombudsman, an institutional figure that can settle any disputes between clients and TRAIN

TRA.IN commits itself to guarantee respect for the standards declared.



Customer obligations
Customer obligations are regulated in art.25 of LR 42/98 and successive changes.  On the basis of such norms, TRAIN customers are obliged to:

1. possess a valid ticket, to keep it for the length of the journey, up to the point of getting off, as well as show it to staff when requested;
2. occupy one seat only
3. not disturb other passengers (the use of mobile phones is allowed, as long as it does not disturb others)
4. not dirty or damage vehicles or framework.  The fines of art.25, comma 4, of Regional Law 31 July 1998, No 42 (norms for local public transport), do not apply in cases where acts are carried out by who is suddenly taken ill, but he/she is obliged to compensate for damages caused;
5. it is prohibited to carry dangerous and harmful objects
6. it is prohibited to carry loaded weapons or dismantled weapons, except when a law applies to allow you to carry such item, to guarantee security for the public.  Ammunition must be kept in the appropriate containers.  The ban does not apply to Public Forces;
7. do not use alarm signals or any other type of emergency device unless there in cases of serious ranger;
8. respect the conditions of transport for animals and luggage
9. smoking is prohibited
10. do not throw anything out of vehicles
11.  the obligatory use of seatbelts on board buses: in conformity to the Directive 911671/CEE, the D.Lgs 150/06 which introduced the obligation for all passengers over 3 years old to use seatbelts when they are seated.  The obligation does not apply for vehicles that do not have seatbelts.  The lack of conforming to this law can result in a fine from 68 euros to 275 euros.
The non-compliance of customer obligations noted in point 5.2 (with the exception of the relative part of documents for the journey) is punished with administrative pecuniary fines from 10 to 60 euros.  If paid within the 5 following days the charge will be equal to 10 euros; between the 5th and 60th day it will be equal to 20 euros.  After 60 days the charge will be equal to 60 euros.  For a paradox the same rules apply in the present paragraph.