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Complaints and suggestions

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Complaints and suggestions are an essential tool for understanding how our service is perceived and for continuously improving the quality of public transport in the Start Romagna network.

Complaints & Suggestions

Complaints and suggestions are an important tool for helping us better understand our customers and how they perceive the services we provide.

They highlight the reasons behind customer dissatisfaction and allow us to improve the service by addressing the reported issues or by considering user feedback.

Request: Complaint Suggestion

Insert your data

Name *

Surname *

Your email *

Resident in *

Province *

Phone *

Send Sms Services
I agree to be contacted by SMS

DATA RELATING TO DISSERVICE

Date *

Hour *

Location *

Stop number *

Line no *

Direction *

License plate / Bus serial number

Driver

Type of disservice *

Description of the Disruption *

Attach documentation

Start Romagna, in qualità di Titolare del trattamento dei Suoi dati personali, La informa che, ai sensi dell’art. 13 del Regolamento Europeo 2016/679 ("Regolamento Generale sulla Protezione dei Dati"), i Suoi dati saranno trattati nel pieno e rigoroso rispetto della normativa citata. Lei gode di tutti i diritti previsti dal dettato normativo, in particolare dei diritti di cui agli art. 15 e successivi del Regolamento Stesso. In conformità con quanto previsto dall’art.37 del GDPR, si informa che Start Romagna ha nominato un Responsabile per la Protezione dei Dati che potrà essere contattato, per l’esercizio dei diritti sopra citati, all’indirizzo dpo@startromagna.it. Per ulteriori dettagli: Pagina privacy
Acconsento al trattamento dei miei dati personali *

devi accettare le condizioni della privaci per procedere

Insert your data

Name *

Surname *

Your email

Resident in *

Province *

Phone *

Send SMS
I agree to be contacted by SMS

Suggestion*

Attach documentation

Start Romagna, in qualità di Titolare del trattamento dei Suoi dati personali, La informa che, ai sensi dell’art. 13 del Regolamento Europeo 2016/679 ("Regolamento Generale sulla Protezione dei Dati"), i Suoi dati saranno trattati nel pieno e rigoroso rispetto della normativa citata. Lei gode di tutti i diritti previsti dal dettato normativo, in particolare dei diritti di cui agli artt. 15 e successivi del Regolamento Stesso. In conformità con quanto previsto dall’art.37 del GDPR, si informa che Start Romagna ha nominato un Responsabile per la Protezione dei Dati che potrà essere contattato, per l’esercizio dei diritti sopra citati, all’indirizzo dpo@startromagna.it. Per ulteriori dettagli: Pagina privacy
Acconsento al trattamento dei miei dati personali *

devi accettare le condizioni della privaci per procedere

How complaints are handled

Every complaint triggers an internal procedure to verify the issues reported. To correctly analyse the event, please provide your contact details and all information useful to identify the circumstances (date, time, place, route, etc.).

Complaints must be submitted through the indicated channels no later than 90 days after the event.
Start Romagna undertakes to provide a written (letter, SMS, e-mail) or phone reply within 15 days, in line with the standards set out in the Mobility Charter , and in any case within a maximum of 30 days.
If a final solution requires longer time, the company will still provide an update on the process within the above deadlines.

Important: fields marked with * in the online form are mandatory to allow proper handling of your complaint or suggestion.

If you do not wish to fill in the online form, you can download the dedicated complaints/suggestions form and submit it in paper format.

Download complaints/suggestions form (PDF) View Mobility Charter

Contacts for written or phone reports

In addition to the online form (recommended), you can also submit a complaint via e-mail or traditional post.

E-mail

E-mail (all networks): servizioclienti@startromagna.it

Postal mail

Complaints can also be sent by registered letter with return receipt to:

START ROMAGNA – SEGRETERIA
Viale Carlo Alberto Dalla Chiesa, 38
47923 Rimini (RN) – Italy

Complaints on paper forms can also be handed in at Start Romagna Punto Bus ticket offices ; a receipt of submission will be issued at the counter.

You can also submit complaints or reports via e-mail, always using servizioclienti@startromagna.it.

Passenger rights and European regulations

European legislation protects passengers travelling within the EU by train, bus, ship and plane, recognising a set of basic rights common to all collective transport modes.

The Transport Regulation Authority (Autorità di regolazione dei trasporti – ART) is the national body responsible for the correct application of EU regulations on passenger rights in rail, bus and maritime/inland waterway transport.

Passengers wishing to lodge a complaint must first contact the transport company that issued the ticket.
Only if there is no reply, or the reply is considered unsatisfactory, may they contact ART to verify compliance with EU passenger rights rules.

Complaints to ART – deadlines and compensation

Under ART Resolution 28/2021, the maximum time limit for the company to reply to a complaint is 90 days. After this period, passengers may submit a complaint to ART.

If no reply is provided within 90 days, compensation may be due: 10% of the ticket price for replies between day 91 and 120, 20% for replies after day 120 (not paid if the amount is below 4 euro). For season-ticket holders, the percentage is applied to the value of a single trip ticket for the route covered by the pass.

A complaint can be submitted online to ART via the SiTe telematic system 90 days after the complaint was first submitted to the bus operator. Non-telematic procedures and forms are also available on ART’s website.

ART online complaint system (SiTe) ART FAQ

Need further assistance?

For clarification on how to submit a complaint, on the status of your report or for any other information about Start Romagna services, you can contact our Customer Service.

Go to Customer Service page