Scope of application
These General Conditions of Passenger Transportation apply to rail passenger transport services carried out by Ferrovie del Gargano under the Service Contract in place with the Puglia Region.
Reference legislation
The reference regulatory contexts are:
• The EC Regulation n.1371 of 23.10.2007;
• The Presidential Decree July 11, 1980 n.753;
• Regional Law No. 18 of 31 October 2002;
• The Civil Code.
The transport contract
With the conclusion of the transport contract, Ferrovie del Gargano undertakes to transport the traveler from a station of origin to one of destination.
The transport contract ends with the purchase of a travel ticket on the chosen route origin - destination, without acquiring any right to use a specific train or replacement service, unless the choice is mandatory, at the stage of purchase.
The traveler who purchased the travel ticket must ensure that the requested corresponds to what was received.
Travel tickets
To the customers are issued:
• Single ride tickets, valid for one trip;
• Weekly passes, valid from Monday to Sunday;
• Monthly passes, valid from 1st to the last day of the calendar month;
• One-way and subscription tickets for the special categories of users provided for by art. 30 of the Regional Law 18/2002.
Tickets and passes can be purchased at authorized stations and authorized stores. The purchase of passes with an identity document valid for all legal purposes is allowed. The pass is valid only if accompanied by the identification document. In all other cases, the traveler is considered not to have a travel document.
Customers are required to endorse travel tickets that have just boarded the vehicle or in the ground equipment immediately before the ascent. Any faults in the validation equipment must be promptly reported to the on-board personnel. In this case, the traveler must put the date and time of travel by pen on the travel document used.
Tickets, passes and any other travel document must be presented at the request of the employees of the Company in charge of the control or of the Supervisory or control body.
On board the vehicles it is possible to purchase the ticket with the increase of the price in the amount of € 1.00.
For the purchase, the interested parties must contact the staff on duty at the time of the ascent.
The transfer of non-registered travel documents is prohibited on board; the transfer of personal travel documents is always prohibited.
The issue of the invoice for the purchase of the travel ticket is allowed, provided that the request is submitted on the day of purchase / issue, by e-mail to the address ufficio.cp@fergargano.it, accompanied by a copy of the same document indicating the unique code or the pec reference for electronic invoice. Generic certificates of payment for travel tickets are not issued.
The list of stores is available on the website www.ferroviedelgargano.com.
The sale of travel tickets for the Ferrovie del Gargano without the necessary authorizations is prohibited.
Administrative penalties
Without prejudice to the rules referred to in Presidential Decree 753/80, the pecuniary administrative sanction for customers found without the valid travel document or travel document not regularly validated or non-compliant, is set according to the provisions of the Regional Law of 31 October 2002 n.18, in force on transport.
Failure by customers to comply with the rules contained in the company car regulation entails the application of administrative sanctions as established by the Regional Law referred to.
The beginning of the journey or its continuation, without the right to reimbursements, can be excluded to those who:
• does not have a valid travel document and refuses to regularize;
• represents a danger to the safety and proper functioning of the railway operation or to the safety of other travelers;
• disturbs other travelers intolerably;
• carries out on board activities not directly authorized by the Ferrovie del Gargano.
Within 30 days from the date of notification of the summary report of ascertainment of the violation, in accordance with art.18 of the law 24th November 1981 n.689, the offender can send defensive memories regarding the dispute, directly to the mail address electronic control.sissioni@fergargano.it or by ordinary mail to the Ferrovie del Gargano - San Severo Street n.96 - 71121 Foggia.
The traveler who uses altered or counterfeited travel documents, in addition to the sanction provided for by regional legislation, is liable to report it to the competent judicial authority.
Services for passengers with disabilities or reduced mobility
The stations of Peschici Calenella, Vico San Menaio, Rodi G.co, Ischitella, Carpino and Cagnano Varano are not represented (they do not offer a ticket service). They offer the possibility of accessing the first track independently, in the absence of architectural barriers.
At the stations of San Nicandro G.co, Apricena Città and Lucera, it is possible to independently access the ticket services, toilets and sidewalks, in the total absence of architectural barriers.
All the stations are equipped with visual information, while the Apricena Città and Lucera stations are also equipped with sound information.
In the Foggia and San Severo stations, managed by the Italian Railway Network - FS group, the access conditions are those guaranteed by the national operator.
The locked Flirt compositions are equipped with suitable access devices for the person with reduced mobility: lowered platform with support chute, adequate toilet, door opening buttons, and reserved housing.
Assistance for all passengers with disabilities or reduced mobility is available on call, by calling 0882.228960 (info) at least 48 hours before the scheduled departure, on weekdays from 7:00 to 19:00.
Travel tickets can be purchased at authorized stations and affiliated points of sale.
To travelers with disabilities or reduced mobility who fall into the categories of customers referred to in Regional Law 31 October 2002 n. 18 - art. 30, paragraph 3 - gratuity is recognized within the limits set by the aforementioned regulation.
The specific section is also present on the website www.ferroviedelgargano.com.
In the event of changes in the conditions of access or usability of the stations and transport services, the Gargano Railways undertake to provide the widest possible dissemination (notices on board vehicles, in stations, on the website, information office):
• Information relating to the possible use of vehicles other than those envisaged which would imply limitations of use for customers with disabilities and reduced mobility;
• Information relating to the possible unavailability of the infrastructures, contrary to the provisions, which limit the usability or accessibility of the traveler with disabilities and reduced mobility as well as the indication of the closest accessible facility;
• Information about the timing for recovery.
In the event that the restoration of the accessibility conditions does not take place within the established time limits, compensation is paid to the passenger with disabilities and reduced mobility equal to the cost:
Ø a monthly pass for the route of origin - destination of the trip.
In the event that a journey indicated as usable by customers with disabilities or reduced mobility is carried out with a vehicle unsuitable for their transportation, the passenger will be entitled to a refund of the travel ticket in addition to an indemnity equal to the cost:
Ø a monthly pass for the route of origin - destination of the trip.
The request for reimbursement and / or compensation must be sent no later than thirty days from the occurrence of the event:
• by filling in the specific form on the website;
• by e-mail to the address def@fergargano.it;
• by ordinary mail to the Ferrovie del Gargano - Foggia direction - 71121 - San Severo Street n.96.
Under penalty of forfeiture, the request must be accompanied by an unused travel document.
Both in the event of recognition of the reimbursement or indemnity and in the event of non-recognition of the same, the Management will send the applicant a communication within thirty days from submitting the application.
If the request is accepted, the compensation / indemnity will be paid within 10 days of the Company's communication.
In case of non-acceptance, the customer may submit a second-instance complaint to the Transport Regulation Authority - Nizza Street n. 230 - 10126 Turin.
Travel concessions
An agreement is in place between the Ferrovie del Gargano and the law enforcement agencies recognized pursuant to art. 16 of Law 1.04.1981 n. 121 (State Police, Arma dei Carabinieri, Arma dei Carabinieri - State Forestry Corps, Guardia di Finanza and Penitentiary Police) for safety on regional railway services. The agreement grants FF.OO. the possibility of using season tickets (weekly and monthly) discounted by 60% compared to ordinary ones. The procedure can be acquired at the stores.
One-way tickets and season tickets are issued for the special categories of customers, as per art. 30 of the Regional Law n. 18 of 31 October 2002.
For the release, customers must have a special free identification card that is issued by the offices of the Ferrovie del Gargano upon presentation of a specific application, accompanied by two passport-size photographs and certification certifying that they belong to the categories required by law. The issue of free travel tickets takes place until the regional economic compensation is exhausted.
Transport of children
The customer with a regular travel document has the right to have a child aged between 0 and 10 travel free of charge.
Anyone accompanying more than one child aged between 0 and 10 must purchase one ticket for every two children.
It is allowed to carry baby strollers for free as long as they are folded in such a way as to reduce their size.
Transport of animals
Passengers may bring cats or small dogs with them, upon purchase of a suitable travel document, provided they are placed in the appropriate carriers, so as not to disturb other passengers. Guide dogs for the blinds travel for free.
Transport of bicycles in tow
In accordance with the protocol of understanding with the Puglia Region, the transport of bicycles following the traveler on regional trains is carried out free of charge.
On the Foggia-Lucera railway line, a maximum of 3 bicycles /convoy are allowed on all trains.
On the Foggia-San Severo-Apricena Città-Peschici Calenella railway line, a maximum of 3 bicycles /convoy are allowed on the trains identified with the appropriate symbol on the timetable. In all other cases it is not allowed.
Bicycles must be allocated in the appropriate spaces. Transport is allowed on the basis of one bicycle per passenger. It is not allowed to transport bikes in greater numbers than the availability of the places indicated. In case of availability exhaustion, passengers will have to wait for the next convoy. Only normal-drive single-seat bicycles are allowed, without any type of engine.
The owner of the bicycle is required to personally carry out the loading and unloading operations of the same, following the instructions received from the company staff and is responsible for the damage caused to his own, to others' bicycles, to the staff, to the railway material and to third parties.
The traveler with a bicycle in tow must not hinder the ascent and descent of the other passengers, avoiding to stop on the platforms. During the trip it is not allowed to leave objects or luggage on the bicycles or in the spaces used to transport them. The transport of children with bicycles in tow is allowed only on condition that they are accompanied by an adult.
In the event of an emergency, bicycles must be left on board so as not to hinder the exit of travelers. If recoverable, they will be returned to the owners upon presentation of the travel documents and the identification document.
Infractions and sanctions are regulated by the Presidential Decree 753/80 and by L.R. 18/2002.
The Company does not carry out any custody activities and, therefore, is not responsible for thefts or tampering of bicycles left parked.
Protection of the traveler
In line with the objectives of safeguarding travelers' satisfaction, the Ferrovie del Gargano undertakes to guarantee the widest protection of customers in the event of complaints, observations and reports on the services offered and to provide forms of reimbursement or compensation following of any disservices and irregularities found while carrying out the service.
Complaints
The customer can submit reports and complaints to the Company, by writing:
· By e-mail to the address: segnalazioniweb@fergargano.it or reclamiweb@fergargano.it;
· Through the relevant section on the website: www.ferroviedelgargano.com;
· By regular mail to the Ferrovie del Gargano - Foggia direction - 71121 - San Severo Street n.96.
Customers who intend to file complaints must, in any case, indicate, in addition to their personal details and address with a copy of the identification document, all the elements necessary for the purpose of identifying the circumstances that would have determined the corporate breach of the complaint, as well as a copy of a valid travel document. Complaints without only one of the aforementioned requirements will not be handled.
The Company undertakes to provide a reasoned response within thirty days of receipt of the complaint or, in justified cases, informs the passenger of the date (no later than ninety days from receipt of the complaint) within which a response can be expected.
It is possible to submit reports or complaints in second instance and against the response to the complaint sent by Ferrovie del Gargano or in the event of non-response within 90 days of receipt of the report or complaint, to the Transport Regulation Authority - Via Nizza n .230 - 10126 Turin, relating to passenger rights.
Refunds
The travel ticket is not refundable for events not attributable to the Ferrovie del Gargano or for renunciation of the trip by the customer. We do not reimburse and do not issue duplicates or certificates of payment for subscriptions declared lost, destroyed or stolen.
Refunds and compensation for delays
For delays on arrival at the destination longer than 60 minutes, the passenger can choose between:
• Reimbursement for the part of the journey not yet made;
• Full refund if the passenger does not intend to start the trip;
• The total refund (including the part already made) if the continuation of the trip is no longer useful in relation to the initial program, in which case the passenger has the possibility to return to the departure location, as soon as possible, before reaching the final destination;
• Continue the journey to the final destination, as soon as possible, with the replacement services made available by the Ferrovie del Gargano;
• Continue the journey to the final destination on a later date.
For pass holders, the refund is equal to the daily portion of the full cost of the subscription.
To obtain a refund for the ticket purchased and not used, for the aforementioned reasons, the passenger, within 48 hours after the event that generated the refund request, in the case of a single journey ticket (already validated at the station of origin) or within 48 hours after the expiry of the validity of the ticket, in the case of weekly and monthly passes, must be sent a request to the Ferrovie del Gargano:
· by filling in the specific form on the website www.ferroviedelgargano.com;
· by e-mail to the address def@fergargano.it;
· by ordinary mail to the Ferrovie del Gargano - Foggia direction - 71121 - San Severo Street n.96.
Under penalty of forfeiture, the request must be accompanied by a travel document.
In addition, he will have to declare: day, place, time and segment subject to the non-service.
Both in the event of recognition of the refund or indemnity and in the event of non-recognition of the same, the Company will send the applicant a communication within thirty days after submitting the application.
If the request is accepted, the compensation / indemnity will be paid within 10 days of the Company's communication.
In case of non-acceptance, the customer may submit a second-instance complaint to the Transport Regulation Authority - Nizza n. 230 Street - 10126 Turin.
The reimbursement can be replaced, at the customer's request, with the issue of a new ticket for the Ferrovie del Gargano for the same amount.
Without prejudice to the right to transport, the passenger, if he has not requested a refund and has continued the journey to the final destination, as soon as possible, with the replacement bus services or with the first useful journey or by following an alternative route without paying any price difference, he may request compensation for delay between the place of origin and destination of the trip equal to:
• 25% of the ticket price in the event of a delay of between 60 and 119 minutes;
• 50% of the ticket price in the event of a delay of 120 minutes or more.
For subscription holders, compensation is calculated, in the percentages specified above, with respect to the daily share of the full cost of the subscription.
To obtain compensation, for the aforementioned reasons, the passenger, within 48 hours after the event in the case of a single journey ticket (already validated at the station of origin) or within 48 hours after the expiry of the validity of the ticket travel, in the case of monthly passes, must send a request to the Ferrovie del Gargano:
· internet www.ferroviedelgargano.com;
· by e-mail to the address def@fergargano.it;
by ordinary mail to the Ferrovie del Gargano - Foggia direction - 71121 - Via San Severo Street n.96.
Under penalty of forfeiture, the request must be accompanied by a travel document.
In addition, he will have to declare: day, place, time and segment subject of the non-service.
Both in the event of recognition of the refund or indemnity and in the event of non-recognition of the same, the Company will send the applicant a communication within thirty days after submitting the application.
If the request is accepted, the compensation / indemnity will be paid within 10 days of the Company's communication.
In case of non-acceptance, the customer may submit a second-instance complaint to the Transport Regulation Authority - Nizza Street n. 230 - 10126 Turin.
The compensation can be replaced, at the request of the customer, with the issue of a new travel document paid by the Ferrovie del Gargano for an amount equal to the sum to be compensated.
Monthly season ticket holders who incur a succession of delays of more than 15 minutes or cancellations, for the section indicated on the ticket, for a number of trains equal to or greater than 10% of those scheduled, are entitled to an equal compensation at 10% of the cost of the monthly subscription.
To obtain compensation for the aforementioned reasons, the passenger must submit a request to the Ferrovie del Gargano:
· by filling in the specific form on the website www.ferroviedelgargano.com;
· by e-mail to the address def@fergargano.it;
· by ordinary mail to the Ferrovie del Gargano - Foggia direction - 71121 - Via San Severo Street n.96.
Under penalty of forfeiture, the request must be accompanied by a travel document.
In addition, he will have to declare: day, place, time and segment subject of the non-service.
Both in the event of recognition of the refund or indemnity and in the event of non-recognition of the same, the Company will send the applicant a communication within thirty days of submitting the application.
If the request is accepted, the compensation / indemnity will be paid within 10 days of the Company's communication.
In case of non-acceptance, the user may submit a second instance complaint to the Transport Regulation Authority - Via Nizza Street n. 230 - 10126 Turin.
The compensation can be replaced, at the customer's request, with the issue of a new travel document to be paid by the Ferrovie del Gargano for an amount equal to the sum to be compensated.
The passenger is not entitled to a refund and compensation if:
• The sum to be refunded or indemnified is less than € 4.00;
• The passenger was informed of the delay before purchasing the ticket or if the delay in the scheduled arrival time, continuing the journey on an alternative replacement service, remains less than 60 minutes;
• The passenger is in possession of promotional or free travel tickets;
• In all other cases not attributable to the responsibility of the Ferrovie del Gargano.
Transportation of things - Lost property
The passenger can carry for free, under his own care and responsibility, a single hand baggage weighing no more than kg. 20. In all other cases, you are required to purchase a ticket for each piece of luggage. However, the transport of liquids, precious, fragile and / or excessively bulky or dangerous objects is not allowed.
The Company is not responsible for theft, tampering, dispersions, deterioration or loss of the objects transported. The Company reserves the right to claim against the traveler for any damage caused by his luggage.
Lost items found on board company vehicles will be kept in accordance with articles 927 and ss. of the Civil Code.