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In cases of non-compliance permitted by the company, the right to have a ticket refund accrues to the following conditions:
For extra-urban services, in the case where the journey is carried out with more than a 30 minute delay (art. 16 D.P.G.R 9/R – 2005)
For urban services, in the case where a delay of more than 30 minutes takes place 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 of the journey. Please write to the following address, and attach your ticket:
Train S.p.a.
Strada Statale 73 Levante, 23
53100 Siena (SI)
Matters regarding conciliation are to be directed to the territorially competent Ombudsman, an institutional figure that can settle any disputes between clients and TRAIN
Timetable information
- The minimum time required for a timetable update on the bus signpost is 24 hours prior to the service amendments and from the consequent time variations;
- Advanced notice for a timetable update is 4 days;
In general, the company will replace the existing timetable with a pocket sized timetable which will be distributed and made available to the public at main ticket offices.
Information for variations
For scheduled changes, the minimum notice given is 48 hours. The variations will be communicated, when possible, through local press, hand-outs distributed to the public, and notices placed at bus stops. Furthermore, TRA.IN S.p.A works with a press agency which has the precise objective of keeping in contact through local methods of communication. Well-timed information will be published in the “Train news” in various local headlines. Other informative methods include the radio and local television.
Information about guarantees
Guarantees are respected in the case of strike announcements on behalf of the OO.SS, which are the following: up to 8.30am and from 12.30pm to 3.30pm. Urban routes starting from the end of the line 5 minutes prior to the strike announcement will not be guaranteed. The same applies for extra-urban routes starting from the end of the line 10 minutes before the announcement.
Lost property
Lost property items can be requested at the head office of the company. The telephone numbers are: TRAIN SpA 0577 204111 and BYBUS Scrl 0577 223847. You can write to the following addresses: TRA.IN SpA, S.S.73, Levante 23, 53100 Siena or to: ByBus Scrl, Strada di Busseto 18/C, 53100 Siena. Lost property items will be kept for one month, and after this period they will be donated to charity. With regard to valuable items (wallets, documents, precious items) they will be kept in the lost property office of the municipality, where the objects may be collected. (art. 927-931 del Codice Civile).
Insurance cover
TRAIN SpA provides compensation for possible damages caused to objects or people, for civil responsibility for events whose causes could be brought back as the company’s responsibility. This is in respect to the maximum and minimum set by the Tuscan region in the field of the regional program for public transport services.
Such situations that give rise to compensation for the responsibility of TRA.IN:
- For damages unintentionally provoked by surrounding vehicles of a third party (including the transportation of passengers in any situation);
- For damages caused by surrounding or stationary vehicles that are out of service in private areas, even if it is not property of the contracting;
- For damages to baggage and general objects transported by third parties, even if it is not real or own baggage, excluding money, precious items and documents of financial nature. Furthermore, unintentional damages caused by surrounding vehicles to clothing both worn and unworn, are included;
- For damages caused to passengers at the moment of getting on or off transport, or when the vehicle has stopped and the doors are open, or on the steps of the vehicle, also when moving.
The procedures for making a claim are:
- To promptly contact the driver of the vehicle involved in the accident, supplying information, such as personal details and information about the damages involved.
- As soon as possible contact the Accident office of TRA.IN SpA (tel no: 0577 204213) to confirm that the denunciation has been reported to the company dealing with accidents.
- Contact the insurance company CARNICA ASSICURAZIONI, Agenzia di Poggibonsi (SI), Via Martiri di Belfiore, 13 (tel no: 0577 983593) to start the procedure of compensation for damages.
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Consumer protection 
