How to submit a complaint/report

Passengers, who wish to file a complaint/report to Ferrovie del Gargano, can, for each type of service, fill out one of the attached forms. Submission of the application can be made in the following ways:

• by sending an e-mail to reclamiweb@fergargano.it;
• by handing in the form at station ticket offices;
• By sending by regular mail to Ferrovie del Gargano – Via San Severo n. 96 – 71121 Foggia – Italy

In any case, the passenger, in addition to indicating all the necessary elements for the purpose of identifying the circumstances that would have led to the default, must necessarily attach a copy of the identification document and ticket used.

Complaints lacking even one of the above requirements will not be processed.

Within thirty days after receipt of the complaint/report, the Company will respond in a reasoned manner or, in justified cases, inform the passenger of the date (no later than ninety days after receipt of the complaint/report) by which a response can be expected.

In the event that, the passenger, dissatisfied with the response or has not received it within the stipulated thirty days, he/she may ask Ferrovie del Gargano to initiate the free conciliation procedure.

The Company will carry out this procedure with a representative of one of the most representative Consumer Associations in the province of Foggia, in order to verify a proposal for an amicable settlement of the complaint/complaint presented.

The passenger also has the right to make complaints/reports, in second instance and against the response to the complaint/report received by Ferrovie del Gargano or in the event of failure to respond within 90 days of receiving the complaint/report, to the Transport Regulation Authority – Via Nizza n. 230 – 10126 Turin – Italy – www.autorita-trasporti.it.