REFUND AND COMPENSATIONS

Refund for anomalies in ticket purchases made "online" or through the "app" using a credit card

Within 30 days of receiving the request and after conducting further investigations and accepting the request, the company will send a communication to the customer to inform them of their right to a refund. This communication is also sent in cases of non-recognition/refund refusal. Refunds are processed by a charge reversal if the refund request is completed by the 5th day of the following month after the ticket's issuance date, and by bank transfer if the request is processed after the 5th day of the following month after the ticket's issuance date. Alternatively, at the customer's request, the company can issue a replacement ticket instead of a cash refund.

Refund for anomalies in ticket purchases made at automatic ticket machines.

Within 30 days of receiving the request and after conducting further investigations and accepting the request, the company will send a communication to the customer to inform them of their right to a refund. This communication is also sent in cases of non-recognition/refund refusal. Cash refunds are made at the most convenient station ticket counter for the customer. The customer should present the letter received from Ferrotramviaria along with a copy of their identification document.

The customer can be refunded:

• at station ticket offices for purchases made at self-service machines located in Bitonto, SS. Medici, Terlizzi, Ruvo, Corato, Andria, and Barletta Centrale, as well as at the Aeroporto, Europa, and Macchie stops.

• at the Cash Office located in Bari - Piazza A. Moro No. 50/B on Tuesdays or Fridays from 9:30 AM to 1:00 PM, for purchases made at self-service machines located in Bari Centrale, Metro stops for Quartiere San Paolo, Quintino Sella, Brigata Bari, Crispi, and Palese.

(Alternatively, at the customer's request, the company can issue a replacement ticket instead of a cash refund.)

To obtain a refund, a one-way ticket must be validated at the departure gate no earlier than 15 minutes from the start of the disruption that caused the service failure and no later than the time when the disruption ends. For a round-trip ticket, the refund, in the event of cancellation or delay in the outward or return leg, is calculated with respect to half of the ticket price. For season ticket holders, the refund is equal to the daily portion of the full cost of the subscription.

How to request a refund

To obtain a refund of the purchased and unused ticket, for the aforementioned reasons, the Customer, within 48 hours following the event that generated the refund request, in the case of one-way and round-trip tickets, or within 48 hours following the expiration of the validity of the travel document, in the case of weekly and monthly subscriptions, must submit a written request to Ferrotramviaria, attaching the original unused ticket. In the case of tickets purchased online or via the "Ferrotranviaria SpA" App and subscription loaded onto the "E-VIA card," the identifying number of the ticket or the date and time of purchase of the travel document must be indicated. Moreover, the Customer must declare day, place, time, and line subject to the lack of service and specify the form of payment of the refund, choosing between the issuance of a substitute ticket or cash reimbursement. In case of sending by Postal Service, the postmark of the accepting Post Office will be considered the initial date of the claim.