SERVICE CHARTER

PURPOSE OF THE SERVICE CHARTER

The Service Charter is an important tool for dialogue between the Company and its Customers. This document, produced annually, is designed for the purpose of:

Illustrating the commitments, the Company makes to improve its services, allowing Customers to verify the quality against the stated objectives and to express their level of satisfaction.
Presenting quality indicators that measure the main features/characteristics of the service for the reference year.
Providing clear and comprehensive news and information so that Customers can make informed use of the transport service.

REGULATORY CONTEXT

The Service Charter is drafted in accordance with the following legal provisions:

Directive of the President of the Council of Ministers dated January 27, 1994, "Principles on the provision of public services."
Decree of the President of the Council of Ministers dated December 30, 1998, "General framework for the preparation of the Public Service Charter in the Transport Sector (Mobility Charter)."
Law 281 of July 30, 1998, "Regulation of the rights and duties of consumers and users."
Regulation (EC) No. 1371 of the European Parliament and of the Council of October 23, 2007, "Rights and obligations of passengers in railway transport."
CIVIT Resolution No. 88/2010 "Guidelines for the definition of quality standards."
Legislative Decree 50 of April 24, 2017 – Title IV Chapter I "Measures in the transport and infrastructure sector."
ART Resolution No. 16/2018 "Minimum quality conditions for national and local passenger rail transport services, characterized by public service obligations, pursuant to Article 37, paragraph 2, letter d), of the decree-law of December 6, 2011, No. 201, converted, with amendments, by law December 22, 2011, No. 214."
ART Resolution No. 106/2018 "Measures concerning the minimum content of the specific rights that users of public service rail transport services can demand from the service and railway infrastructure operators."
ART Resolution No. 28/2021 "Measures concerning the minimum content of the specific rights that users of railway and bus transport services can demand from the service operators and related infrastructure regarding the handling of complaints."
Service Contract signed with the Puglia Regional Assembly, regulating the relationship between the Puglian Region and Ferrotramviaria regarding quantity and quality of services provided.

WHERE TO FIND THE SERVICE CHARTER

The Service Charter of the Ferrovie del Nord Barese is available:

In ‘excerpt’ printed format (both in Italian and English), at the ticket offices of the railway stations and stops, and at external authorised points of sale for travel tickets.
In printed format, full version, upon request by the interested party, at Ferrotramviaria SpA – General Transportation Direction – Piazza Aldo Moro 50/B – 70122 BARI.
In electronic format, full version, on the company website (by downloading the attachment at the bottom of the page).

MISSION STATEMENT AND DEFINING PRINCIPLES

MISSION

To become a model in the mobility sector, actively contributing to the improvement of our passengers' quality of life through a customer-focused, innovative, efficient, and sustainable service.

Ferrotramviaria SpA provides rail and bus transport services in accordance with the principles set out in the Directive of the President of the Council of Ministers of 27 January 1994.

Equality and impartiality

Services and infrastructure are available to everyone without distinction. The Company is committed to ensuring easier access for people with disabilities and the elderly. Impartiality criteria are adopted in dealing with users.

Service continuity

The Company is committed to delivering services with continuity and regularity. In the event of irregular operations or interruptions, efforts are made to minimise inconvenience to users. In cases of necessity or planned interruptions, the Company will provide replacement services. In the event of a strike, the Company will disseminate information about the minimum services guaranteed in advance and in a timely manner.

Participation

The Company encourages participation from its users, promoting discussions and debates on service improvement, providing information, welcoming feedback, and considering suggestions.

Efficiency and effectiveness

The Company aims for the progressive, continuous improvement of service efficiency and effectiveness by adopting the most suitable technological, organisational, and procedural solutions.

Freedom of choice

The Company ensures citizens' right to mobility by facilitating the freedom to choose between various modal solutions.

Environmental and social sustainability

In the context of continuous improvement of the efficiency and safety performance of the railway network, Ferrotramviaria is committed to increasingly integrating environmental sustainability into its strategies and operations.

The railway transport system, which inherently reduces the impact of private traffic on the environment, is further enhanced at Ferrotramviaria by the fact that all trains dedicated to passenger transport are electrically powered, thus reducing emissions costs for the community.

This current Service Charter was updated on April 2nd, 2024, and remains valid until the publication of the next review.

To consult the current Service Charter, you can download the attachment at the bottom of the page.

Any changes to the information contained in it will be promptly communicated to customers through the appropriate information channels.

Elenco allegati

silvia/CARTA_DEI_SERVIZI_2024.pdf