Refunds and Compensation
Refunds are issued by crediting the same payment method used for the purchase or via a bonus that must be used within 12 months from the date of issuance.
Non-refundable items: tickets and travel passes declared lost, destroyed, or stolen; travel passes already duplicated; tickets issued for special promotional offers; and the Transport Credit.
Requests for refunds with deductions for trip cancellation attributable to the passenger can be submitted, depending on their type: at the Arenaways C’è point in Saluzzo; via Arenaways Risponde, through the web form, or by regular mail by sending the printable form to Arenaways operational headquarters - Longitude Holding Sr.l. at C.so Quintino Sella, 14, 10131 – Torino (TO). The outcome of requests submitted via web form or email will be communicated within 30 days.
The passenger is entitled to a full refund in the event of train cancellation, line interruption, or a predictable delay exceeding 60 minutes or in the event of cancellation ordered by the Public Authority. The request can be submitted through the web form, at the Arenaways C’è point in Saluzzo, or by regular mail by sending the printable form to Arenaways operational headquarters - Longitude Holding Sr.l. at C.so Quintino Sella, 14, 10131 – Torino (TO). The outcome of the request will be communicated within 30 days from the date of receipt.
The refund for a digital single ride ticket must be requested by 23:59 on the day before the ticket's validity date. When the trip cancellation is due to the passenger's request, Arenaways will issue a refund only if the amount to be refunded, after applying a 20% deduction, exceeds €8.00 per passenger.
Conversely, a passenger who has already purchased a ticket and is forced to cancel the trip, not at their own request, can obtain a full refund or, if possible, return to the point of departure: the request must be submitted within one year of the event.
In the event of a strike, the request must be submitted starting from the declaration of the strike and no later than the day before the strike.
Tickets purchased via FAIRTIQ and paper single ride tickets purchased through the Mooney circuit cannot be refunded!
For Arenaways “train only” travel passes, when the trip cancellation is due to the passenger's request, refunds are only provided for the annual formula: the request must be submitted before the validity start date, and a 15% deduction is applied. After the validity start date, only the difference between the paid price and the price due for the days used will be refunded, with a 15% deduction on the refundable amount.
In cases where a full refund is applicable, compensation is available only for monthly and annual formulas in the event of a line interruption exceeding 10 consecutive days. Alternatively, it is possible to request an extension of the validity of the travel pass for as many days as the interruption lasted.
If the passenger does not intend to use the substitute service that Arenaways may provide, the refund is issued without deduction if the scheduled arrival time is more than 60 minutes later than the train, with deductions in all other cases.
Travel passes at Piedmont Integrated Rate, including 10-Month Integrated Student passes, are non-refundable except for orders from the Public Authority affecting both the rail and bus operators, with specific calculation methods.
Compensation requests can only be submitted for tickets indicating the origin and destination, and for paper tickets, only if they have been validated on board the train. No compensation is granted if the amount to be refunded is less than €4.00.
For delays between 60 and 119 minutes, for tickets with a value of at least €16.00, passengers may request compensation equal to 25% of the ticket price.
If the delay is 120 minutes or more, for tickets with a value of at least €8.00, the compensation is equal to 50% of the ticket price.
The compensation request must be submitted within one year from the travel date by completing the web form or by regular mail by sending the printable form to Arenaways operational headquarters - Longitude Holding Sr.l. at C.so Quintino Sella, 14, 10131 – Torino (TO).
The right to submit a compensation request belongs to: holders of non-personalized tickets or their delegates, holders of personalized tickets or their delegates, the group representative in case of full compensation or the individual member in case of partial compensation or their delegates.
The passenger is not entitled to compensation if they were informed of the delay before purchasing the ticket or if the delay in the expected arrival time by using a different service or alternative route remains under 60 minutes.
Compensation is issued within 30 days of the request and provided via bonus, other services, or in cash upon passenger request.
Holders of an Arenaways “train only” subscription who experience a series of delays or cancellations are entitled to compensation, according to the methods prescribed by the Transport Regulation Authority.
For the monthly or annual plans, compensation is recognized for each month in which, for the route indicated on the travel pass, a number of trains equal to or greater than 10% of those scheduled are delayed by more than 15 minutes or are canceled: equal to 10% of the monthly subscription and 1/12 of 10% of the annual subscription.
Compensation for other types of subscriptions is recognized according to the same calculation criteria proportionally referred to the period of validity.
The compensation request must be submitted by the holder, starting from the expiration date of the subscription and up to 12 months thereafter, by filling out the web form or by regular mail by sending the printable form to the operational headquarters of Arenaways - Longitude Holding Sr.l. at C.so Quintino Sella, 14, 10131 – Turin (TO).
Compensation is provided within 30 days of the request and issued as a bonus, other services, or in cash, at the passenger's request.
For subscriptions with a Piedmont Integrated Tariff, due to the multi-operator nature of train and bus services, no compensation is possible.
Arenaways recognizes compensation equal to 50% of the single journey ticket price when a journey indicated in the published timetable as accessible to passengers with disabilities or reduced mobility is carried out with unsuitable equipment or replaced with a non-accessible or unsuitable substitute or supplementary bus service.
Compensation is recognized, in addition to a full refund of the ticket, to passengers with disabilities or reduced mobility who hold a valid ticket for the impeded journey.
For “train only” subscriptions, compensation is calculated on the cost of the single journey, according to the methods indicated in the General Conditions of Transport of Arenaways.
The compensation request must be submitted by the holder, starting from the expiration date of the subscription and up to 12 months thereafter, by filling out the web form or by regular mail by sending the printable form to the operational headquarters of Arenaways - Longitude Holding Sr.l. at C.so Quintino Sella, 14, 10131 – Turin (TO).
Compensation is provided within 30 days of the request and issued as a bonus, other services, or in cash, at the passenger's request.
The first way to alleviate travel stress is the train itself, and if the air conditioning system on board an Arenaways train does not work, passengers are entitled to a credit equal to 100% of the single journey ticket price by sending a request to customercare@arenaways.it or calling Arenaways Risponde within 30 days of the travel date.
The air conditioning bonus is not granted for free travel tickets.