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Travel conditions

Ultimo aggiornamento 18/10/2024

Accessing the service

To travel you must be in possession of a suitable and valid ticket.

  • Where applicable, validate/activate your single ticket or book of tickets when you use it for the first time.
  • SMS tickets must be purchased at least 2 minutes before boarding. The ticket becomes valid upon receipt of the confirmation message.
  • Your ticket (paper or digital) is personal and must remain intact and legible for the entire duration of your journey until you get off from the vehicle. It must also be displayed to ticket inspectors where requested.
  • In the case of season passes, you must show your health card (i.e. your tax code), which does not have to be validated.
  • In the case of an out-of-service ticket stamping machine, you must validate your ticket yourself, writing the date and time of your journey for both urban and suburban routes and also informing the driver.
  • Buses only make stops on request: always indicate your intention to get on or off the bus.
  • Remember that, unless otherwise indicated, you must get on board from the front door and get off from the central and/or rear door.
  • You can get information on tickets, fares and relative payment methods at this link.

 

Passenger obligations

The Region of Tuscany has established the following regulations:

  1. Occupy one seat only;

  2. Respect the rules relating to reserved seats;

  3. Do not disturb other passengers; the use of mobile phones is allowed as long as it does not disturb other passengers;

  4. Do not soil or damage vehicles or their safety features;

  5. Do not bring harmful or dangerous objects on board;

  6. Do not bring loaded or assembled firearms on board unless otherwise permitted by current laws on detention and safety protection;

  7. Do not use alerts or any other emergency devices unless you are in serious and imminent danger;

  8. Respect the rules on the transportation of animals and luggage;

  9. Do not smoke (including the use of e-cigarettes, is strictly prohibited);

  10. Do not throw anything from the windows;

  11. The use of seatbelts on buses is mandatory: In accordance with Directive 91/671/EEC, Legislative Decree 150/06 has introduced the requirement for all passengers aged over 3 years to use seatbelts when seated, provided the bus is equipped with them. This requirement does not apply to vehicles that are not equipped with seatbelts.

 

User Rights

By purchasing a travel ticket, a contract is established between the customer and the company, outlining mutual rights and responsibilities. As a user, you have the right to: 

  • Travel in safety and comfort.
  • Access information both at transport terminals and on board.
  • Be informed promptly of the current timetables and have easy access to them.
  • Have schedules respected.
  • Obtain information about services and how to use them, including via a telephone information service.
  • Receive courteous and respectful treatment from all staff.
  • Recognise the staff in contact with passengers.
  • Submit complaints.
  • Provide feedback and make suggestions.
  • Enjoy services in accordance with the standards set out in the seventh section of this Charter and Regulation (EU) No 181/2011 of 16 February 2011.  Under Legislative Decree 4/11/2014 No. 169 (regulating sanctions for violations of Regulation (EU) No 181/2011), the body responsible for enforcing this Regulation is the Transport Regulation Authority, via Nizza 230 – 10126 Turin, www.autorita-trasporti.it.
  • Receive a refund for your ticket in the event that an urban service is delayed by more than 30 minutes, or 60 minutes for suburban services, due to company-related causes. Exceptions include natural disasters, strikes, and other unforeseeable emergencies, as outlined in DL 24/2017 No. 50, converted into paragraph 12-ter of Article 48 of Law 21/6/2017 No. 96.

 

Accessibility, Services for Reduced Mobility Passengers (PMR)


We pay special attention to the needs of disabled users and those with reduced mobility. People with limited mobility, including those using wheelchairs, can access transport services according to the methods established for different vehicle types and the services offered. Our fleet includes buses equipped with retractable ramps to facilitate access for wheelchair users.

To ensure full and complete information, and to assist passengers with reduced mobility in planning their journeys, reservations are required (except within the Metropolitan City of Florence) via the following channels:

  • Dedicated toll-free number: 800 14 24 25 (available every day from 08:00 to 20:00)
  • Online FORM

To guarantee the service, it is necessary to provide the following details at the time of booking:

  • Personal information and contact details (email and phone)
  • Journey details (origin, destination, time, date)
  • Any specific requirements (e.g., presence of a companion)

Requests for assistance and reservations must be made at least 48 hours in advance of the requested service date. We will confirm the booking within 24 hours.
The service is guaranteed within 48 hours, subject to vehicle availability.  Before heading to the stop, please ensure you have received confirmation from the dedicated office. If the booking request is not made within the specified time frame and manner, the service cannot be guaranteed. Wheelchairs can be accommodated, subject to the maximum weight limit allowed by the ramp (for buses with electric ramps, the maximum capacity is 300 kg).

List of bus stations and equipped terminals:

  • Florence: Via Santa Caterina da Siena
  • Arezzo: Viale Piero della Francesca
  • Grosseto: Piazza Guglielmo Marconi
  • Lucca: Piazzale Verdi
  • Siena: Piazza Gramsci

At the five bus stations indicated above, it is possible to signal arrival and receive assistance via dedicated channels such as bell and telephone, for:

  • moving from the designated points to the check-in desk, waiting room and boarding area
  • board the vehicle, using lifts, wheelchairs or other necessary equipment as appropriate
  • stow your baggage on board
  • retrieve your baggage
  • alight from the vehicle
  • take a recognised assistance dog on board the bus
  • go to your seat

HERE you will find all the details for PMR services.

 

Luggage Transport

  • Baggage size: each traveller is permitted to carry on board free of charge one item of baggage of a maximum size of 105 cm (sum of length, width and depth) and with a total weight not exceeding 10 kg, but not occupying a seat and arranged in such a way that it does not obstruct the passage to and from the bus doors. The transport of unaccompanied luggage is not permitted. Luggage exceeding the above-mentioned dimensions (but in any case within the limit of 150 cm and a total weight of 20 kg) and bicycles, including open bicycles (not folded), may only be transported inside the bus's luggage compartment and fitted with a safety device that prevents them from being opened accidentally, for vehicles that are equipped with such a device and where space is available; in this case, the luggage or bicycle is subject to payment of the fare corresponding to the route to be travelled
  • When transporting bicycles or scooters, in addition to the general conditions for luggage, they must be folded and must not have any protruding parts.  The maximum total size allowed is 195 cm.  The transport of luggage, bicycles, and scooters may be refused, at the sole discretion of the company staff, in the case of overcrowded vehicles. 
  • Loading and unloading of luggage, bicycles, and scooters into the luggage compartments are carried out at the terminals under the supervision of the driver. The loading and unloading of luggage alone may be carried out directly by the passenger along the line, if necessary, provided that it does not compromise the safety of the operation. This is subject to the bus driver's discretion.
  • Luggage is not insured. Liability for damage, theft, tampering, loss, or deterioration of the transported items and their contents is governed by Article 1681 of the Civil Code and related regulations.  The company is not responsible for luggage that is forgotten, lost, or left unattended by the passenger on the bus, nor for any exchanges of luggage between passengers.


Travelling with children and minors

 

Children travel free if they are under 1 metre in height; otherwise, they must pay the standard fare. When accompanying more than one child under 1 metre in height, one child can travel free, while a standard fare ticket must be purchased for the others.

The use of buses by minors is permitted under the following non-negotiable conditions:

  • Children under the age of 4 must be accompanied by a parent exercising parental authority, a guardian, a foster parent, or another person legally responsible for the child.
  • Children aged between 4 and 10 must be accompanied by a parent exercising parental authority, a guardian, a foster parent, or another person legally responsible for the child. Alternatively, with express written authorisation from any of these individuals, using the "Minor Declaration for Ages 4 to 10" form (available by clicking the relevant button below or in paper form at company ticket offices), and presented alongside the travel document (ticket or subscription) during inspections, the child may travel with a specifically delegated adult other than the parent, guardian, foster parent, or legally responsible person.

 

DOWNLOAD THE AUTHORISATION FORM FOR MINORS AGED 4 TO 10 TO USE TPL BUSES WITHOUT A CHAPERONE

 

  • Children aged between 10 and 18 must be accompanied as specified for those under 10 in the previous section. However, minors attending lower or upper secondary school (middle or high school) may travel without a chaperone, provided that a parent exercising parental authority, a guardian, a foster parent, or another legally responsible person issues a signed, written authorisation. This must be done using the “Minor Declaration for Ages 10 to 18”" form, which is available by clicking the button below or in paper form at company ticket offices. The authorisation must be presented with the travel document (ticket or pass) during any inspections.

 

DOWNLOAD THE AUTHORISATION FORM FOR MINORS AGED 10 TO 18 TO USE TPL BUSES WITHOUT A CHAPERONE

 

The company does not assume any responsibility for the supervision or care of minors during their wait at the bus stop, boarding, alighting, or while on the bus, whether in transit or stationary, and for the entire journey.

The chaperone is responsible for the supervision and care of the minor using the TPL service during their wait at the bus stop, boarding, alighting, and while on the bus, whether in transit or stationary, and for the entire journey.

In the event of failure to comply with the above requirements, full responsibility for the supervision and care of the minor remains solely with the parent exercising parental authority, the guardian, the foster parent, or any other person legally responsible for the minor.

 
Transport of Strollers and Child Safety Regulations

Strollers are allowed on buses only if they can be transported safely. Boarding must take place through the middle door, after allowing passengers to disembark. Strollers may remain unfolded on the bus only if the vehicle is approved for this type of transport, there is specific signage, or there is no overcrowding. They must be placed in the designated areas, with the brakes engaged, and be held securely by the accompanying adult, in line with the required safety measures.

If the designated space is shared, priority is given to passengers with disabilities. If the space cannot be used, strollers must be folded, stored without occupying seats, and must not obstruct or endanger other passengers.

For strollers placed in the luggage compartment, where available, the luggage transport rules apply.

Children aged 0 to 3 may travel in approved child seats, which must be secured with seat belts, if available on the bus. It is the responsibility of the parent, guardian, foster parent, or other legally responsible person to bring the child seat onboard and ensure the child’s safe travel. The company accepts no liability for the suitability or legal compliance of child seats brought by the accompanying adult.

Children over the age of 3 must use approved child restraint systems, if available on the bus and suitable for their weight. If the bus is not equipped with approved restraint systems, minors must use the standard seat belts, if available and suitable for their height. This rule applies only to children weighing less than 36 kg.

Exemptions from the requirement to use seat belts and child restraint systems, where available, apply to: - Individuals who, based on certification issued by the local health authority or relevant authorities from another EU member state, have specific medical conditions or physical disabilities that contraindicate the use of restraint

systems. This certification must indicate the validity period, include the symbol outlined in Article 5 of Directive 91/671/EEC, and be presented upon request by law enforcement or inspection personnel as per Article 12. - Individuals travelling on TPL buses authorised to carry standing passengers and operating within urban areas.

 

Travelling with animals 

In accordance with Regional Law 19/7/2017 No. 35, pets are allowed free access to public transport, limited to one animal per passenger. Passengers accompanying dogs must use a leash and muzzle, except for assistance dogs for visually impaired individuals.
As an alternative to a leash and muzzle, animals may be transported in a carrier, which is mandatory for the transport of other pets. The carrier must not exceed a maximum size of 140 cm (sum of length, width, and depth) and must not occupy a seat. If the size exceeds this limit, the standard fare equivalent to a single ticket will apply. Passengers bringing animals on public transport must ensure that the animals do not soil, disturb, or cause harm to other passengers or the vehicle. 
In the event that the animal soils or damages the vehicle or causes harm to people or property, the accompanying person is liable for any damages (Article 2052 of the Civil Code). The animal may be removed at the sole discretion of company staff in the event of: significant overcrowding, disturbance to passengers, or failure to comply with the above requirements. 

The passenger is subject to a penalty if:

  • the user does not have a regular ticket.
  • the user has a regular ticket, but it was not obliterated/activated when boarding.
  • the user does not tap, in the case of contactless on-board payment.

For any additional information please consult our “Tarvel rules” on our website in the “travel conditions” section.

 

Penalty fares:

Local public transport rules Tuscan Regional Law no. 42/1998 as amended.

Methods of payment:

  • On board: immediate payment of fine to appointed staff.
  • At any LIS point
     

Penalty Appeal

If you believe you have been unfairly fined, you can send a penalty appeal which will be put under inspection by our verification ticket office.

The penalty appeal must be submitted within 30 days by the notification of the fine (in the case of minors, the appeal must be submitted by a parent or guardian).

Please find the “Penalty appeal form” here below, otherwise you can find it by our official ticket offices.

PENALTY APPEAL FORM

You can send it through:

  • Registered mail: sanzioni.at@pec.it - Ufficio Sanzioni - Viale dei Mille 115 - 50131, Firenze
  • Certified email: (only if you are a foreigner resident in Italy)
    Note that in this case the defensive request must be sent via certified mailbox
  • Email: fines@at-bus.it (only if you are resident abroad)

Note that payment of the fine determines the closure of the procedure itself, even if a penalty appeal has been presented (art.8 L.R. 81/2000), except in cases provided for by law.

To obtain a refund you must submit the request within 7 days of the incident by sending an e-mail to: servizioclienti@at-bus.it, stating "refund request” in the subject. The request must include the completed “Refund Request Form", which can be downloaded below or collected in paper form from one of our ticket offices.

REFUND REQUEST FORM

REFUND FOR DISSERVICE

You may submit thr request within 7 days of the event.
What is meant by disservice?

  • cancellation of a journey or delay exceeding sixty minutes for suburban transport services or thirty minutes for urban transport services;
  • early passage to the stop or departure from the terminus of more than 10 minutes;
  • missed urban or suburban stops.

We will consider any request that respects these parameters, but the outcome of the reimbursement will only be assessed following verification of the line's transit data.

You are not entitled to reimbursement, even in the above-mentioned cases, for causes not attributable to the company such as:

  • traffic delays/accidents;
  • natural disasters;
  • strike;
  • missed urban or extra-urban stops, where the user has not made a clear request for the stop to the driver;
  • other unforeseeable causes or emergencies.

For single ticket, the reimbursement consists of a refund of the price of the ticket you purchased for the route affected by the disruption. In the case of a paper ticket, after receiving confirmation of the refund or replacement from Customer Services, you are invited to go to the official ticket offices with the ticket to be refunded or replaced.

For passes, the reimbursement is equal to half of the daily rate (total cost/days of validity) of the full cost of the season ticket.

 

REFUND FOR NON-USE

The request must be received at least 48 working hours before the start date of validity of the subscription. No subscription can be refunded if the indication is received after this deadline.

It is not possible to refund tickets or carnets for non-use.

 

REFUND FOR ANOMALY

The request must be submitted within 7 days of the event.

If the ticket machine has issued a non-issue or non-refund coupon, this must be presented at one of our official ticket offices and, at the customer's preference, a replacement ticket will be issued or a refund of the same amount will be made, which will be issued on sight.

If no coupon is issued, the request will be assessed following verification of the machine's sales data.

 

 

If you have lost a valuable or personal item on one of our buses or on Autolinee Toscane premises, you can report it via:

  • The online form, selecting “lost property” from the "nature of request" menu.
    (The form is available at the at-bus.it/talkwithAT link)

  • Or by calling the toll free 800 14 24 24 (Mon-Sun 06:00 to 24:00)

Found objects will be kept initially on the company premises before being sent to the municipal Lost Property offices (Art. 927-931 of the Italian Civil Code). 
Information about finding and collecting will be given by Customer Service.

For Florence metropolitan area , all objects found will be collected by  Florence  municipality.
Therefore such objects, if found, can be collected at the municipal warehouse, managed by "Servizi per la Strada S.p.A."
The warehouse is located in via Veracini 5/5, 50144- Florence.

For any additional detail about opening times and contacts, visit this link https://servizi.comune.fi.it/servizi/scheda-servizio/oggetto-trovati

We shall provide reimbursement for any damage to property or persons attributable to our liability, subject to the minimum limits set by applicable law, including but not limited to:

  • damage involuntarily caused to third parties by vehicles (including passengers transported in any capacity);
  • damage caused by the movement or parking of off-duty vehicles in private areas, even if not owned by the Contracting Party;
  • damage to luggage and items in general carried by third parties, even if not constituting actual luggage, excluding money, valuables and securities. The following shall also be included: unintentional damage caused by the vehicle to clothing, whether or not it is worn;
  • damage caused to passengers when boarding or leaving the vehicle;
  • damage in the event of loss of or damage to wheelchairs, other mobility equipment or assistive devices within the meaning of EU Regulation 181/2011.

Following the introduction of the Direct Compensation legislation, claims can be divided into two types:

  1. Accidents involving a collision between two identified motor vehicles resulting in material damage to the vehicle and/or minor injuries to the driver and/or damage to transported property owned by the insured party or by the driver. In such cases, the Direct Indemnity procedure shall apply: the injured party shall draw up and sign a claim for damages to be sent directly to his/her insurer.
     
  2. accidents involving several vehicles, with motorcycles/mopeds not displaying the new license plate, damage to a third party (e.g. injuries sustained by bus passengers and/or damage to property transported by them), foreign-registered vehicles, damage with serious personal injury. In these cases, the Direct Indemnity procedure shall NOT apply and, therefore, the claim accompanied by an estimate of the damage suffered and/or initial medical certification must be sent to the Transport Company at: Autolinee Toscane S.p.A. Viale dei Mille, 115 - 50131, Florence, Italy

Consumers are advised to pay attention to the procedures for out-of-court resolution of disputes between consumers and businesses, including Alternative Dispute Resolution (ADR) procedures.

With resolution no. 21/2023, the Transport Regulation Authority has adopted the Regulation on the methods for the non-judicial resolution of disputes between economic operators who manage networks, infrastructure, and transport services, and users or consumers, pursuant to Article 10 of Law No. 118 of 5 August 2022.

This Regulation allows for the resolution of disputes related to travel by train, ship, bus, and airplane through conciliation via the ConciliaWeb platform, enabling users to assert their claims, including financial ones.

For more information and to access the relevant documents, please visit this link