Complaints

For the complaint to be processed, it must include:

• The identifying details of the user (name, surname, contact information) and their representative, if applicable (in this case, attaching a proxy and a front-and-back copy of the applicant's valid ID).
• The identifying details of the trip made or scheduled (date, departure time, origin, and destination) and the travel ticket (booking code or ticket number);
• A description of the disruption experienced and/or the service inconsistency observed regarding one or more requirements defined by European or national regulations or Arenaways' General Conditions of Carriage or Service Charter.

The complaint will be considered received for the purpose of time limits:

• The day of submission, if sent via the web form or if the printable form is duly filled out and sent via email;
• The day of delivery to Arenaways, if the printable form is duly filled out and sent by registered mail.

Arenaways will provide a reasoned response to the complaint within 30 calendar days or, in justified cases, will inform the sender that a response will be provided within 90 calendar days to allow for further investigation.

If the complaint received is not within its competence, Arenaways will forward it within 30 calendar days, simultaneously informing the user:

• To the station manager deemed competent, who will provide a response to the user within the stipulated timeframe;
• In the case of an integrated travel ticket, to the service manager deemed competent, who will respond to the user within the stipulated timeframe.

If the response is unsatisfactory or no response is received within 30 calendar days from the complaint submission date, the passenger has the option to use the Joint Conciliation procedure, if activated.

Only after filing a complaint with Arenaways, and within 3 months from receiving the rejection communication, the passenger can contact the Transport Regulation Authority (ART) through the Online Complaint Submission System (SiTe), accessible at www.autorita-trasporti.it, by completing the “Complaint Form” available on the website and sending it via certified email to pec@pec.autorita-trasporti.it or via registered mail with return receipt to: Transport Regulation Authority, Passenger Rights Office, Via Nizza, 230, 10126 – Torino (TO). The same option is available if Arenaways fails to respond within 3 months of the initial complaint submission.

For more information on the methods, terms, and conditions for submitting complaints to the Authority, please visit the website www.autorita-trasporti.it

In the case of a delayed response to the complaint by Arenaways, the passenger is entitled to compensation, as provided for in the Service Charter and specified in the General Conditions of Transport.