In line with the objectives of safeguarding traveller satisfaction, Ferrotramviaria is committed to ensuring comprehensive protection for users in the event of complaints, observations, and requests regarding the services offered. The company also pledges to provide forms of reimbursement or compensation in the case of any service disruptions or irregularities encountered during service delivery.

For all cases requiring a response, the Company will provide a written reply to the parties concerned promptly and, in any case, within no more than 30 days from the date of the company protocol. If these deadlines are exceeded without a response, the traveller may contact the Transport Regulation Authority (via Nizza 230, 10126 - Turin; pec@pec.autorita-trasporti.it) and/or undertake out-of-court resolution procedures for disputes. Furthermore, if the Company fails to respond to the complaint within ninety days, an automatic compensation is provided to the customer. The user is entitled to receive automatic compensation proportional to the price of the purchased ticket/subscription, not less than:

a) 10% if the response is provided between the ninety-first and the one-hundred-twentieth day from receipt of the complaint;

b) 20% if the response is not provided within the one-hundred-twentieth day from receipt of the complaint.