Refunds and compensation for rail delays

Pursuant to and for the purposes of EU Regulation No. 782/2021, which amended EC Regulation 1371/2007, for arrival delays of more than 60 minutes, passengers may choose between:

• refund for the part of the trip not yet completed;
• a full refund if you do not intend to start the trip;
• a full refund (including the part already made) if the continuation of the journey is no longer useful in relation to the initial programme, in which case the passenger has the possibility of returning to the place of departure, as soon as possible, before reaching the final destination;
• continue your journey to your final destination, as soon as possible, using the replacement services provided by Ferrovie del Gargano;
• continue your journey to your final destination at a later date.

For season ticket holders, the refund is equal to the daily portion of the full cost of the season ticket. To obtain a refund for a ticket purchased but not used for the above reasons, the passenger must submit a request to Ferrovie del Gargano within 48 hours of the event that triggered the refund request for a single ticket (already validated at the originating station) or within 48 hours of the ticket’s expiration for weekly and monthly season tickets:

• by filling out the appropriate form;
• by email to the address dar@fergargano.it;
• by regular mail to Ferrovie del Gargano – Foggia Direction – 71121 – Via S. Severo no.96 – Italy 96.

Under penalty of forfeiture, the request must be accompanied by the travel document. It must also state the date, place, time, and route of the missed service.

Whether or not a refund or compensation is granted, the Company will notify the applicant 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.

If the request is not accepted, the customer may submit a second instance complaint to the Transport Regulatory Authority – Via Nizza n. 230 – 10126 Turin – Italy

The refund may be replaced, at the customer’s request, with the issue of a new travel ticket paid by 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 replacement bus services or with the first available journey or by following an alternative itinerary without paying any price difference, may request compensation for delay between the place of origin and destination of the journey equal to:

• 25% of the ticket price in case of a delay between 60 and 119 minutes;
• 50% of the ticket price in case of a delay of 120 minutes or more.

For season ticket holders, compensation is calculated, in the percentages specified above, with respect to the daily portion of the full cost of the season ticket.

To obtain compensation for the above reasons, the passenger, within 48 hours of the event in the case of a single ticket (already validated at the origin station) or within 48 hours of the expiry of the validity of the travel ticket, in the case of monthly passes, must submit a request to Ferrovie del Gargano:

• by filling out the appropriate form;
• by email to the address dar@fergargano.it;
• by regular mail to Ferrovie del Gargano – Foggia Direction – 71121 – Via S. Severo no.96 – Italy 96.

Under penalty of forfeiture, the request must be accompanied by the travel document.

Furthermore, you will have to declare: day, place, time and route of the missed service.

Whether or not a refund or compensation is granted, the Company will notify the applicant 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.

If the complaint is not accepted, the customer may submit a second instance complaint to the Transport Regulatory Authority – Via Nizza n. 230 – 10126 Turin – Italy – https://www.autorita-trasporti.it/reclami-di-seconda-istanza/

The compensation may be replaced, at the customer’s request, with the issue of a new travel ticket paid by Ferrovie del Gargano for an amount equal to the amount to be compensated.

Monthly pass holders who experience a series of delays of more than 15 minutes or cancellations, for the route indicated on the travel ticket, for a number of trains equal to or greater than 10% of those scheduled, are entitled to compensation equal to 10% of the cost of the monthly pass.

To obtain compensation for the above reasons, the passenger must submit a request to Ferrovie del Gargano:

• by filling out the specific form on the website https://www.ferroviedelgargano.com/it-it/Contattaci/Rimborsi-Indennizzi-Servizi-Ferroviari;
• by email to the address dar@fergargano.it;
• by regular mail to Ferrovie del Gargano – Foggia Direction – 71121 – Via S. Severo no.96 – Italy 96.

Under penalty of forfeiture, the request must be accompanied by the travel document.

Furthermore, you will have to declare: day, place, time and route of the missed service.

Whether or not a refund or compensation is granted, the Company will notify the applicant 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 customer may submit a second instance complaint to the Transport Regulatory Authority – Via Nizza n. 230 – 10126 Turin – Italy – https://www.autorita-trasporti.it/reclami-di-seconda-istanza/. The compensation may be replaced, at the customer’s request, with the issue of a new travel ticket paid by Ferrovie del Gargano for an amount equal to the amount to be compensated.

You are not entitled to reimbursement or compensation if:

• the amount to be refunded or compensated 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.