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Avvisi

30/06/25

Avvisi

30/06/25

Our service, quality and transparency

Looking for information or need to contact us to recover a lost item?
Below you will find all our regulations.

Reports and complaints

Reports include any suggestions, comments, proposals, advice and anything else that may be useful in understanding customer needs in order to improve the services offered, where possible. Reports can be sent to the company through the following channels:

– By post to AUTOLINEE GIORDANO s.r.l., Via Mulini n. 25, 90046 – Monreale;

– Email to: info@autolineegiordano.com ;

– In person at the sales offices indicated above.

In order to be able to respond to reports submitted, customers must clearly indicate the report with all relevant details, in addition to their personal details and address. The company guarantees the confidentiality of personal data, as required by EU Regulation 679/2016.

The Company guarantees the availability of an easily accessible and user-friendly mechanism for handling complaints, with particular regard to the needs of users with disabilities, and ensuring compliance with the minimum measures identified in Annex A to ART Resolution No. 28/2021. The information contained herein is also provided by the Company in the dedicated section of the website, accessible from the home page via the “Complaints” link.

A “complaint” means any written communication in which the user, or a representative or association of users on their behalf, expresses dissatisfaction with the service for not complying with one or more requirements defined by European or national legislation, the general conditions of transport or the general conditions of use of the digital platform, or the service charter.

Passengers may submit a complaint:

a) using English or Spanish in addition to Italian, in which case they will receive a reply in the same language;
b) through multiple channels, including:

b.1) the website, accessible via the dedicated link entitled “Complaints” in the dedicated section accessible from the home page of the company website;

b.2) by registered mail to the following address: Via Mulini 25 – 90046 – Monreale – PA;

b.3) by filling in the dedicated form on www.autolineegiordano.com, which can also be printed, in Italian or English.

The Company will examine complaints that include at least the following information:

– the user’s identification details (name, surname, address) and those of any representative, attaching in this case the power of attorney and a copy of the user’s identity document;

– the identification details of the journey made (date, time of departure, origin and destination) and the transport contract (ticket number) or a copy of the ticket;

– a description of the inconsistency of the service with one or more requirements defined by European or national legislation, the general conditions of transport or the service charter.

The grounds for submitting a complaint under EU and national legislation on passenger rights relate exclusively, for regular scheduled services with a planned distance of less than 250 km, to:

– discriminatory contractual conditions or fares;

– failure to comply with obligations to protect persons with disabilities or reduced mobility;

– information to passengers about the journey and their rights;

– failure to adopt a system for handling complaints;

– failure to communicate the final outcome of the complaint.

Complaints, in the manner and with the elements indicated above, may be submitted to the carrier exclusively by passengers in possession of a valid ticket and/or by their representative, if any, and forwarded to the Company within the terms provided for in Article 27 of Regulation (EU) No. 181/2011. In particular, the complaint must be submitted within three months of the date on which the regular scheduled service was provided or should have been provided. Within one month of receiving the complaint, the Company will notify the passenger of its reasoned and final response as to whether the complaint has been accepted, rejected or is still under consideration. Within a maximum of three months of receiving the complaint, the Company will provide the passenger with a final response.

For the purposes of the above terms:

a) if the complaint is submitted by email or via the website, the complaint is considered to have been sent and received on the day of dispatch;

b) if the complaint is submitted by registered post, the complaint is considered to have been sent on the day of dispatch and received on the day of delivery to the Company.

However, the passenger retains the right to:

– use out-of-court dispute resolution procedures;

– submit a complaint to the Transport Regulatory Authority described below.

The user may receive automatic compensation commensurate with the price of the ticket for the transport service, equal to 10% if a response to the complaint is received between the 91st and 121st day after receipt of the complaint by the Company, and equal to 20% if no response is provided within 120 days of receipt of the complaint. In the case of a season ticket, the amount of such compensation, to be paid to the user if the response is provided after the above deadlines, is set at 15% of the purchase price of the season ticket (minus the days already elapsed).

Compensation is never due in cases where:

– the amount of compensation is less than €4;

– the complaint is not submitted by the user in the manner, with the minimum information and within the time limits indicated;

– the user has already been compensated for a complaint relating to the same journey.

Procedures for registering complaints, storing related data and publication

In compliance with the relevant regulations, the Company shall, as part of the complaint handling mechanism, register the complaints received, indicating for each complaint: the identification details of the user and the journey; the type of disservice; the date of receipt of the complaint; the reasons for the complaint as stated in the form provided and the reasoned response to the complaint, accompanied by the relevant date of dispatch. In compliance with the regulations on the protection of individuals with regard to the processing of personal data, the Company shall retain the data relating to the complaint, including the records, for a reasonable period of time, but not less than 24 months from the date on which the service was provided or should have been provided, also in relation to any requests for information made by the Authority in the exercise of its institutional duties regarding the protection of users’ rights.

Reimbursement procedure

In order to obtain a refund, it is necessary that:

– immediately after the damaging event, the driver of the vehicle involved is contacted, providing your personal details and a precise description of the damage suffered;

– a formal request is submitted to the carrier;

– the competent office will forward the file to its insurance company, which, after carrying out the necessary assessments and reimbursement procedures, will directly provide compensation in accordance with the law.

Second instance complaint to the Transport Regulatory Authority

After submitting a complaint to the Company in the first instance, and after ninety days have elapsed since the submission, the passenger may submit a complaint to the national body responsible for enforcing passenger rights regulations regarding alleged violations of the latter. For local (regional, municipal) scheduled services, complaints may also be submitted to the local offices of the Authority, which will liaise with the national office.

The body in question is the Transport Regulation Authority – Via Nizza n. 230, 10126 Turin; contact +39 011 1912550 – to which the complaint can be submitted by filling in the dedicated form on www.autolineegiordano.com, by registered post or to the following e-mail addresses:

– certified email (PEC) pec@pe.autorita-trasporti.it

– simple email reclami.bus@autorita-trasporti.it

In addition, complaints can be submitted to the ART directly online in the dedicated section. For further information, please consult the institutional website www.autorita-trasporti.it.

Lost and Found

All items lost on company vehicles, whether found by company staff or handed in by other passengers, are registered and catalogued by the dedicated Lost and Found Office if the owner cannot be identified. These items are stored in accordance with the law and, in any case, for the time necessary before being transferred to the relevant office of the Municipality of Monreale. Customers may contact the company during office hours for information regarding items they believe they have lost on board company vehicles.

Accessibilità

The Company guarantees access to its services and infrastructure without distinction of nationality, sex, gender identity, race, language, disability, religion, or personal beliefs and opinions. The guiding principles of the Company’s activities are fairness and objectivity. Furthermore, the principle of equal treatment is compatible with differentiated fare structures (such as subscriptions), provided they are based on objective and transparent criteria. Lastly, the Company is implementing initiatives aimed at the progressive adoption of tools that facilitate access to transport services for the elderly and people with disabilities.

Kids

The Company pays particular attention to the transportation of underage passengers on its vehicles. In such cases, before purchasing a travel ticket, it is necessary to verify the conditions under which minors are allowed to use the Company’s services, and in any case, this must comply with the legal requirements in force.

The accompanying adult is responsible for supervising the minor and must take all necessary precautions when transporting children under the age of 3, following any instructions given by the carrier’s staff. Minors under the age of 14 are not allowed to travel unless accompanied by an adult.

Parents or legal guardians of minors under 14 years old who are not accompanied by at least one of them and wish to authorize another adult must complete and sign an “accompanying declaration,” which can be downloaded at the following link:
http://www.poliziadistato.it/statics/31/modulo_dichiarazione_accompagnamento.pdf

Therefore, except in cases of necessity or emergency, minors who are 14 years old or younger may not travel unless accompanied by an adult, unless a written authorization is provided, signed by the person holding parental responsibility. Onboard staff may request passengers to present a valid form of identification.

Children under the age of 10, when accompanied by a family member with a valid travel ticket, may travel free of charge on all AUTOLINEE GIORDANO s.r.l. buses.

Pets

The transport of animals is permitted, provided they are small in size and kept in an appropriate pet carrier, which must be placed on the floor and not on a seat, as animals are not entitled to occupy a passenger seat.

Passengers traveling with animals are liable for any damage caused to the bus, other property, or fellow passengers. In the event of disturbance, the driver has the authority to ask the passenger with the animal to leave the bus, with no right to a refund.

Guide dogs for the visually impaired are always allowed on board free of charge, in accordance with Law No. 37 of February 14, 1974, which states: “A visually impaired person has the right to be accompanied by their guide dog during travel on any public transport without paying any fare or surcharge for the animal.”

On urban lines, small dogs may be transported if they are on a leash, wear a basket muzzle, and are in adequate hygienic condition. Cats and other small pets are also allowed to travel free of charge, provided they are transported in a proper carrier.

It is emphasized that passengers are responsible for monitoring their animals throughout the entire journey and are solely liable for any damage to persons or property caused by their pets.

Baggage

Each passenger is entitled to carry one piece of baggage free of charge, with maximum dimensions of 40x30x35 cm and a weight not exceeding 5 kg. However, the Company reserves the right to refuse the transport of baggage that is incompatible with its standard vehicles and/or that may compromise the safety of passengers, the journey, or the integrity of other passengers’ belongings.

Passengers are strictly prohibited from including in their baggage any items that may cause harm, such as hazardous or harmful materials, flammable, explosive, radioactive or oxidizing substances, poisons, magnetic materials, foul-smelling items, liquids of any kind, or fragile items.

The carrier is not responsible under any circumstances for the contents of passengers’ baggage and reserves the right to seek compensation from the passenger in the event that their baggage causes damage to third parties and/or other luggage and the carrier is held liable.

AUTOLINEE GIORDANO s.r.l. is only liable for the loss or damage of baggage when such events are attributable to the company’s responsibility, within the limits established by Laws No. 202/1954 and No. 450/1985. No automatic compensation is provided. Passengers are entitled to compensation only for proven damages and within the specified legal limits.

Loss or damage must be reported at the time of delivery if the issue is apparent, or within three days if it is not immediately visible, otherwise the right to claim compensation is forfeited. If lost baggage is found, it is the passenger’s responsibility to collect it from the Assistance Office indicated by the Company.

All items lost on company vehicles that are either found by staff or handed over by other passengers and cannot be traced back to their owner will be registered and catalogued by the designated Lost and Found Office and stored in accordance with legal requirements, or until their transfer to the relevant office of the Municipality of Monreale. Customers may contact the company during office hours for information regarding items they believe they have lost on board the company’s vehicles.

Bicycles and Scooters

On urban routes operated by the Company, scooters, small musical instruments, and strollers may be transported free of charge on board, provided they are folded and closed before boarding and remain in that condition for the entire journey. These items must be placed in a way that does not obstruct entrances or exits, impede passenger movement inside the vehicle, or affect the proper functioning of doors or the overall safety on board.

AUTOLINEE GIORDANO s.r.l. is not liable for any damage to personal transport devices. In the event of damage to company property or to other persons or belongings due to improper placement of such items, the Company reserves the right to seek compensation from the passenger.

Transporting bicycles (including pedal-assisted ones) on urban lines is not permitted, unless they can be folded and occupy minimal space. In such cases, the passenger is fully responsible for any damage caused to company assets, other passengers, or belongings during the journey due to the incorrect placement of the bicycle.

Violations and Penalties

AUTOLINEE GIORDANO s.r.l. verifies violations within its competence through specially appointed agents who carry proper identification documents.

These agents are authorized to carry out inspections as per Article 13 of Law No. 689 of November 24, 1981 (including those necessary for identifying offenders, escorting them off the vehicle, and requesting police intervention). Their duties include providing assistance on board, discouraging unlawful behavior, and imposing sanctions when necessary.

The agents conduct inspections throughout the day, both in uniform and in plain clothes, focusing their efforts during times and on routes where fare evasion is most frequent. All passengers are required to present, upon request, a valid travel ticket and a valid identification document.

To enhance security levels and effectively combat fare evasion, the Company may also entrust prevention, inspection, and violation enforcement activities to security guards and other personnel not belonging to the company’s staff, provided they are authorized by the Company. AUTOLINEE GIORDANO s.r.l. retains full responsibility for the proper execution of verification activities.

Passengers found without a valid travel ticket at the time of inspection, or holding an invalid ticket, are required to pay the fare for a single trip as well as an administrative fine in the amount established by the applicable regional law.

Refunds

-The carrier assumes no responsibility for delays or cancellations caused by strikes, adverse weather conditions, or any other reasons beyond its control. In the event of staff strikes, transportation is guaranteed during the time slots regulated by National Law No. 146 of 12/06/1990.

-If the service is interrupted due to force majeure or by order of Public Authorities, the passenger is entitled only to be returned to the place of departure and not to a ticket refund.

-If the interruption is attributable to the carrier, the passenger has the right only to be returned to the place of departure and to receive a refund of the ticket. However, if the carrier ensures continuation of the journey, no refund will be granted regardless of any delay.

-If the passenger interrupts the journey voluntarily or for personal reasons, they are not entitled to any refund or compensation.

-Subscriptions may be refunded only in cases of serious and inexcusable negligence or severe irregularities in the transport service attributable solely to the company’s actions. In such cases, the passenger must claim the refund within sixty (60) days from the date of service. The company reserves the right to evaluate special or specifically justified requests.

In the event of road accidents involving AUTOLINEE GIORDANO s.r.l. vehicles, the company guarantees customer assistance across the network proportional to the severity of the incident. For accidents or breakdowns that prevent the continuation of the journey, replacement vehicles will be provided to passengers to reach their destination.

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Our service, quality and transparency

Reports and complaints

Lost and Found

Accessibilità

Kids

Pets

Baggage

Bicycles and Scooters

Violations and Penalties

Refunds

SCHEDULE AND LINES

RATES AND TICKETS

DETAILS

COMPANY

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