2012 Passenger Service Charter for medium and long distance trains

Our commitment to you

Contents Updated as of March 2012

3

Presentation and principles

6 9

Objectives for 2012 Transport services for medium and long distance trains

• Service Charter • Trenitalia’s guiding values and commitments

• Offer • Services and products • Italian Public Services Contract

13 Travelling by train

• Sales network • Ticket purchasing and reservation services • Ticket office services

17 Advantages for train travellers 18 Key services for customers 19 Other services

• Information channels • Assistance • Services for disabled persons and persons with reduced mobility

23 Traveller’s rights and obligations • • • •

Strikes Late departures and trains delayed en-route Insurance against damages Traveller’s obligations

27 Communicating with Trenitalia

• Complaints • Conciliation procedure (only for trains operated for profit)

Presentation and principles SERVICE CHARTER

TRENITALIA’S GUIDING VALUES AND The Service Charter is an immediately consultable COMMITMENTS tool that Trenitalia uses to inform its customers of the fundamental principles adopted in its operations, of the services offered and of the key objectives for 2012. The Ferrovie dello Stato Italiane group is formed of companies, including RFI - Rete Ferroviaria Italiana that are responsible for infrastructure (e.g. stations and railway lines), and Trenitalia that is responsible for medium and long distance trains and regional transport.

Trenitalia applies the following fundamental principles in planning and offering all its services.

The medium and long distance services are handled by the Domestic and International Passenger Division and its operations are concentrated in two specific sectors: • Services for profit, where Trenitalia assumes the whole business risk; consequently, these services are operated in full commercial autonomy; • Services for which Trenitalia receives government funds, defined by a specific Public Services Contract; as part of the contract terms, Trenitalia must guarantee a transport service throughout Italy, even in areas where demand is low. Therefore, the Public Services Contract (explained below) regulates the number of trains as well as the quality and price of the various services.

Passenger security

Regional services, normally covering short distances and territorially circumscribed in the local context, are the responsibility of the independent Regions and Provinces that decide which – and how many – services to run in order to meet the needs of the population and depending on the financial available resources. The relative regional services charters are available on www.trenitalia.com (“In Regione” section). 2012 Passenger Service Charter - updated as of March 2012

Security Trenitalia considers security one of its number one priorities. So, it undertakes to provide all its customers with a service that complies with the strictest security standards for train travel. The whole Ferrovie dello Stato Italiane group is fully committed to ensuring the safety and security of people. This is why Trenitalia works with the Polizia Ferroviaria (railway police) and all other law enforcement agencies.

Equal rights All Trenitalia customers have equal rights, without discrimination against sex, race, language, religion and opinions. In line with these principles, Trenitalia also undertakes to facilitate the mobility of disabled persons and persons with reduced mobility. To find out which stations and means of transport have been specially equipped, see the “IN TRENO” timetable or go to www.trenitalia.com and www.rfi.it.

Service continuity Trenitalia runs its train services 365 days a year. Seasonal trains are indicated in the “IN TRENO” timetable and on www.trenitalia.com. For more information go to www.trenitalia.com.

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Participation Trenitalia communicates its offer of connections, lines and available services. Customers can then choose the travel solution that best meets their needs. Trenitalia encourages feedback and evaluates and considers criticisms, proposals and suggestions from customers and from consumer groups.

Quality of the service and sustainability

Despite the natural ecological vocation of the railway services it offers, Trenitalia constantly and continuously works to improve its environmental performance, not only in terms of complying with the laws in force but also by adopting precautionary and preventive principles; it is also committed to ongoing improvement through its environmental management systems. Trenitalia considers protecting and making the most of the environment, reducing external costs and promoting sustainable mobility – to the benefit of the whole community – strategic elements of the services it offers and of its industrial and commercial activities.

Trenitalia believes that development and modernisation must respect social and environmental sustainability criteria. So, it aims to set up an efficient and effective service Trenitalia has also devised an “ISO 14001” to meet customer needs and it also intends to actively Environmental Management System involving all the contribute to improving the quality of life and the company activities and services and is committed to: environment, to the benefit of the general community. • promoting high energy efficient technologies and behaviours and saving energy; In particular, Trenitalia undertakes to: • combating climate change by reducing its CO2 Improve access to its transport services. emissions; • the most rational and efficient use of natural Encourage the identification of travel solutions with resources and raw materials possible; innovative information systems. • keeping down and reducing its emissions and its Improve the décor and cleanliness of train carriages impact; with specific action plans. • cutting down noise from its fleet and from its Improve onboard comfort with functional, easily activities; accessible and useable trains. • optimising the waste cycle by keeping down waste production and promoting recycling and recovery Expand the ticket and season ticket distribution for reuse. network so they can be purchased from traditional sales channels (travel agencies, ticket offices and selling machines) and through innovative systems. Lastly, when it procures new rolling stock, Trenitalia searches for cutting edge solutions to improve the Favour integration with other forms of transport, performances of its trains in terms of protecting the supporting travel solutions for mobility also with environment, in keeping with sustainability. specific agreements. Improve punctuality by monitoring what station trains are in and whether they are late or on time, and handling any disservices. 2012 Passenger Service Charter - updated as of March 2012

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2012 Objectives Trenitalia aims to constantly improve the quality standards of the services it offers to its customers. For the key quality factors in 2012, Trenitalia envisages the objectives below as a planning commitment for the company.

Quality indicators for all medium and long distance trains Quality factors

Indicators

2012 Objective

Notes

93%

The delay is measured at the destination station of the train*

Service regularity

Regular trains minus disrupted and cancelled trains or trains over 120 minutes late

99%

All trains are counted except the ones impacted by external causes, disrupted lines or strikes

Cleanliness

Effectiveness of cleaning onboard the trains

89%

Percentage of compliant controls (sample base determined according to UNI EN 13549 specifications)

Phone services for information

Web contacts and calls to call centre

1,5

Number of contacts for information compared against the number of passengers transported

Functioning automatic ticket machines

95%

Percentage calculated on the total number of automatic ticket machines

34%

Weight of purchases using innovative systems on the total turnover of Trenitalia medium and long distance trains

Punctuality

Trains less than 15 minutes late

Ticket office services

Accessibility to ticket sales services: purchases using innovative channels (all of them, except railway station and travel agency ticket vendors)

2012 Passenger Service Charter - updated as of March 2012

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Quality indicators for the trains Frecciarossa, Frecciargento, Frecciabianca Quality factors

Indicators

2012 Objective

Notes

Punctuality

Trains less than 15 minutes late

93,5%

The delay is measured at the destination station of the train*

Service regularity

Regular trains minus disrupted and cancelled trains or trains over 120 minutes late

99,2%

All trains are counted except the ones impacted by external causes, disrupted lines or strikes

92%

Percentage of compliant controls (sample base determined according to UNI EN 13549 specifications)

Cleanliness

Effectiveness of cleaning onboard the trains

* Percentuale rilevata dal sistema informatico di RFI, sono esclusi i ritardi causati da eventi eccezionali, scioperi e da altre Imprese ferroviarie.

2012 Passenger Service Charter - updated as of March 2012

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Quality indicators for trains with Italian public services contract (1) Fattori della qualità

Indicatori

Obiettivo 2012

Note

Trains less than 30 minutes late

91%

no. trains arriving less than 30 minutes late / no. trains running x 100 (Standard B)

Trains less than 60 minutes late

96%

no. trains arriving less than 60 minutes late / no. trains running (Standard B)

Punctuality

Regularity

Regular trains minus disrupted and cancelled trains or trains over 120 minutes late

Cleanliness

Effectiveness of cleaning onboard the trains

98,2%

100% - (n. treni soppressi + n. treni limitati + n. treni giunti in ritardo superiore a 2 ore) / n. treni programmati x 100 (Standard B)

88%

Cleaning (QME) = 100% - % Non conformity (NC%)

(1) Temporary table while waiting for the definition of the Ministry for Infrastructure and Transport amendment referred to in the contract for the second contractual period.

2012 Passenger Service Charter - updated as of March 2012

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Transport services for medium and long distance trains OFFER With about 400 trains a day crossing the Italian network with medium and long distance connections, Trenitalia supports the daily mobility of about 180,000 people, which adds up to more than 60 million trips per year onboard its trains. The medium and long distance trains that connect the whole peninsula guarantee daily mobility of the country by connecting more than 250 cities and towns, including the major metropolitan areas, the main provincial and regional cities and towns and cities of particular interest to tourism and industry.

2012 Passenger Service Charter - updated as of March 2012

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Trenitalia: i valori guida e gli impegni CONNECTIONS WITH THE FRECCE

The connections that Trenitalia offers with the Frecciabianca trains are the ones along the transverse line connecting Turin to Milan and Venice, then Frecciarossa continuing through to Trieste and Udine, the TurinThe Frecciarossa trains have high standards of Milan trains connecting with the Adriatic line and comfort, modernity and speed and travel on the Italian lastly, the ones that travel from Milan to Rome along High Speed network: about 1,000 Km along the Turin the Tyrrhenian line, so via Genoa. – Salerno line with the highest population density. The Frecciarossa trains have given rise to a transport system that turns the major cities into neighbourhoods OTHER MEDIUM AND LONG DISTANCE of a single, large metropolis: the “fast underground CONNECTIONS of Italy” darts along at 300 km/h, reducing travelling times and shortening the distances between Turin, Eurostar Italia Milan, Bologna, Florence, Rome, Naples and Salerno, IThe Eurostar Italia trains connect some of the major with regular, easy to remember timetables. Italian cities outside the High Speed network, travelling During 2012, Trenitalia aims at further improving along traditional lines. the comfort and quality of its Frecciarossa trains by These connections run from Rome to Reggio Calabria gradually renewing the fleet and introducing new and from Rome to Ancona/Ravenna (and vice-versa). services. Frecciargento The Frecciargento trains have a high standard of comfort, modernity and speed. What really makes them stand out is their “tilt”, which allows the trains to travel at high speeds even on winding lines. This distinguishing feature means the Frecciargento trains are used both on high speed lines and on traditional lines, so customers can travel at a maximum commercial speed of 250 km/h. The Frecciargento trains connect Rome with Calabria and Puglia as well as with Friuli Venezia Giulia, Veneto and Trentino Alto Adige”.

Intercity

These are air-conditioned trains that offer a good quality/price ratio, extensively connecting large, medium and small cities and guaranteeing an efficient interchange connecting system.

Night trains The Express or Intercity night trains allow passengers to travel at night to cover very long distances. Some of them offer 1st class sleeping carriages or, alternatively, second class couchettes. Provision for seating only is also included in many trains to encourage travelling for short distances.

Frecciabianca The Frecciabianca trains feature high standards of comfort and rapid connections; what makes them stand out is the fact that they run on traditional lines, mainly connecting medium and large towns and cities.

2012 Passenger Service Charter - updated as of March 2012

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Italian Public Services Contract The Italian Public Services Contract is an agreement made between the government authority (Ministry for Infrastructure and Transport and Ministry for Economy and Finance) and Trenitalia in order to guarantee the right to mobility through transport services made to meet the social, environmental and structural needs of the territory and to satisfy the requirement to guarantee particular conditions and fares for specific passenger categories. The government authority is obliged to pay Trenitalia adequate economic compensation to cover any shortfall that may arise when those services contrast with the commercial interests of the undertaking. With the public services contract, the undertaking is obliged to guarantee:

Customers can consult the Timetables and Purchasing section on www.trenitalia.com to see the offer of medium and long distance connections available. For all the specific details of trains, commercial information and to find out the services activated, consult www.trenitalia.com.

• the adoption of a pricing policy linked to the objectives established in the contract; • the ordinary and extraordinary maintenance of rolling stock that must respond to the standards of security, cleanliness and efficiency. Trenitalia constantly monitors performance in these services and prepares a quarterly report with the results of these analyses to send to the competent authorities. The Public Services Contract covers all the night trains and most of the Intercity trains; the list of connections available is subject to change, by agreement between the parties to the contract.

2012 Passenger Service Charter - updated as of March 2012

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International services In collaboration with the main European railway networks, Trenitalia operates international connections from Italy to Austria, France, Germany, Spain and Switzerland. Customers can consult the Timetables and Purchase section on www.trenitalia.com to see the offer of connections available; for commercial information applicable to international connections and deriving from agreements between Trenitalia and the other railway networks involved, customers can consult the Promotions and International Offers-Journeys section on www.trenitalia.com.

Switzerland with EC TI-SBB day trains (28)

Austria/Germany with TI-DB AZ night trains (4)

Paris with THELLO night trains (2)

Austria with TI-OBB night trains (4) + buses (8)

Barcelona with ELIPSOS night trains (2)

Forty-eight international connections as follows: 28 day trains 12 night trains 8 day buses

Special services Charters Charter trains are special Trenitalia trains that run on request of companies, travel agencies, schools and public and private bodies, charity and volunteer associations, for journeys by groups or communities, for religious tourism or for special events and occasions. All details are available in the “Companies” section on www.trenitalia.com. 2012 Passenger Service Charter - updated as of March 2012

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Travelling by train SALES NETWORK All the sales points for medium and long distance services are computerised, so customers can buy the service they want and take advantage of any special offers available for connections made with “commercial” trains (the ones that Trenitalia autonomously operates for profit), and for trains that receive government funding, according to the agreement in the Public Services Contract.

TICKET PURCHASING AND RESERVATION SERVICES Buying tickets Where to buy tickets Customers can select one of the many available channels: the station ticket offices, travel agencies, selling machines, call centre, some m-commerce services and the website www.trenitalia.com (accessible 24/7). It is normally not possible to buy a ticket on the train. This is only possible – and for that particular train route alone – for passengers who board the train at stations whose ticket office is not open at the train’s scheduled departure time and as long as there are no functioning selling machines that issue the type of travel pass the passenger requires at the departure station. In this case, onboard personnel must be informed as soon as the passenger boards the train. This is only possible for some kinds of tickets.

Sales network Staffed ticket offices

more than 100

Selling machines

over 600

Travel agencies

over 5000

Total

over 5700

All the commercial services that Trenitalia offers are governed by the General Conditions of Carriage available in the Customer Area section of www.trenitalia.com. A summary of the key points of interest for customers follows. To find out detailed information about the active services referred to here, about services that may be useful, about commercial offers and about the relative areas of application and validity, please see the specific conditions, which can be consulted on www.trenitalia.com.

Buying tickets at selling machines It is possible to buy tickets and season tickets for all categories of trains and for all destinations within Italy only at the selling machines located in the main Italian stations. The machines have provision for payment in cash, by credit card and by bank card.

(2) The full list of points of sales (ticket offices and agencies) is available on www.trenitalia.com. Agency fees may be added to the price of the travel pass. 2012 Passenger Service Charter - updated as of March 2012

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Buying by phone and on the Internet

ProntoTreno service

It is possible to buy tickets 24/7 on www.trenitalia.com or by calling the Trenitalia Call Centre di Trenitalia on 8920213 ; alternatively, tickets can be reserved through the “Postoclick” service. Tickets purchased by phone or on the website are payable by credit card and are normally issued in ticketless mode. For some type of tickets (for example, season tickets, tickets for travel solutions that require more than one train) it is essential to collect the printed ticket from the selling machines.

With this service it is possible to use your iPhone to consult timetables, buy tickets for domestic journeys, change reservations and check the punctuality of a train. The version for iPhone and iPod touch also offers the possibility of mobile-commerce to buy reduced fare tickets and to use the Postoclick service. The actual service costs nothing, customers only have to pay the connection charges, which depend on their mobile provider. The application can also be downloaded in the English version.

POSTOCLICK service This can be used to reserve a seat on the train and to pay afterwards, by a certain deadline. Reservations can be made on www.trenitalia.com, by phoning the Trenitalia Call Center or by using a mobile phone enabled for WAP navigation. The ticket can be paid for through a very widespread network (currently it can be paid online, through the Call Center, at selling machines or ticket offices in the station, at the travel agency where the seat was booked, at enabled Unicredit Banca ATMs, SISAL gaming outlets, shops that are part of the Lottomatica circuit, by SIM Poste Mobile, if enabled). All you need to make the payment is the reservation number; if payment is not paid by the deadline established, the reservation is automatically cancelled. In order to use the Postoclick service, it is first necessary to register on www.trenitalia.com

Mobile.trenitalia.com system Travellers only need a mobile phone enabled for WAP navigation to access the service at http://mobile. trenitalia.com. The service can be used to find out timetables, train punctuality, to reserve tickets with the Postoclick service, as well as to change a reservation already made and to buy Base tickets in ticketless mode, with payment by credit card. The actual service costs nothing, customers only have to pay the connection charges, which depend on their mobile provider.

More details on buying tickets can be found in the General Conditions of Carriage for Trenitalia passengers, published on www.trenitalia.com

(3) Active 24 hours a day, every day of the week. From landline: connection fee: 30.3 eurocents (including VAT). Cost per minute: 54.5 eurocents (including VAT). From mobile phone: the charge depends on the rates applied by the mobile phone service provider. 2012 Passenger Service Charter - updated as of March 2012

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TICKET OFFICE SERVICES Tickets and the obligation to reserve a seat Travellers on the medium and long distance trains (Express, Intercity, Eurostar Italia, Eurocity, Frecciabianca, Frecciargento and Frecciarossa) must have a valid ticket that includes seat reservation. Tickets for medium and long distance trains are valid for the train and the day indicated on the tickets and they don’t need to be validated. Special rules for access to trains apply to season ticket holders. Furthermore, for journeys in couchettes and sleeping carriages (VL and Excelsior), travellers must also have an identity document.

Travelling requirements All the commercial services that Trenitalia offers are governed by the General Conditions of Carriage, available in the Customer Area section of www.trenitalia.com. A summary of the key points of interest for customers follows.

Ticket changes If a ticket has been bought and the traveller decides to change route (e.g. to leave from or arrive at a different station), alter the reserved class, extend or reduce their trip or travel on a different type of train or seat, at a different fare or a with a different number of people, or to change the customer’s name, it is necessary to change the ticket. Travellers can change their tickets (under the terms and conditions applicable to the offer) at ticket offices or at the travel agency of issue. The ticket can only be changed if the selected offer allows this, with the payment of any difference or receiving any partial refund. It may also be necessary to pay a surcharge to change the ticket. The terms and conditions applicable to changing reservations or changing tickets may change according to the type of ticket, fare and commercial offer, sales channel. These terms and conditions are set forth in detail in the General Conditions of Carriage for Trenitalia passengers published in the “Customer area” section of www.trenitalia.com.

Changing reservations If travellers need to bring the train journey forward or postpone it, thus requiring a change of date or time of the journey for the same route and the same category of train and service requested, it is necessary to change the reservation. Reservations can be changed (under the terms and conditions that apply to every commercial offer), at ticket offices, travel agencies, selling machines, on www.trenitalia.com, through the Call Center (892021); for the Frecciarossa and Frecciargento trains, also at the Frecciadesk booths located in the main stations. The list of stations with Frecciadesk is available on www.trenitalia.com. 2012 Passenger Service Charter - updated as of March 2012

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Train travellers without a ticket or with an Payment made after 15 days from the date it was due, is an infringement of Italian Presidential Decree invalid ticket As indicated in the General Conditions of Carriage (Part II – Domestic Carriage), if passengers board without a travel pass or if the travel pass they have is not valid for the train used, they will be required to pay a surcharge.

In particular: • Travellers without a ticket or who use one outside the limits established by the specific offers will be charged for the full price of a ticket in addition to a surcharge of € 200.00. If payment is made within 15 days from notification, the amount will be reduced to € 100.00; conversely, if it is paid immediately onboard the train or within the three days to follow, the amount will be reduced to € 50.00. Then again, customers who intend to use the couchette service, or the sleeping carriage (VL and Excelsior E4) but are devoid of an identity document (or an identity document that has been expired for more than one month) must pay € 25.00. Season ticket holders who cannot produce their season ticket onboard but who go to any Trenitalia ticket office within three days and show their season ticket, valid on the date of the journey, can have the fine they received on the train cancelled upon payment of a € 5.00 administrative fee. • In the event of misuse, travellers must pay a surcharge amounting to three times the cost of the ticket (minimum € 200.00); no reductions according to the moment of payment apply to this amount. • If the traveller has a ticket that is not valid for the train, the class or the service they intend to use (e.g. ticket issued for a different train category, with a different reduction from the due reduction), they are obliged to pay the difference of the full price plus a surcharge of € 8.00, except for some specific exceptions.

2012 Passenger Service Charter - updated as of March 2012

No. 753/1980, and the administrative fines under the provisions of current legislation shall also be applied. If the traveller does not pay within 60 days from receiving the fine, or if only part is paid, they must pay the full amount and the procedure under the provisions of the current laws for recovering credit will be activated. Trenitalia also reserves the right to demand reimbursement for any other amount owed for administrative, legal or other costs.

Refunds Passengers may be entitled to a full refund (if the journey cannot be undertaken due to Trenitalia liability or by order of the public authorities), or a partial refund (if the customer is forced to cancel the trip), according to what is established in the General Conditions of Carriage (Part II – Domestic Carriage/National Transport), which can be consulted in the Customer area of www.trenitalia.com.

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Advantages for train travellers Loyalty card

Travelling with pets

Cartafreccia is Trenitalia’s loyalty card allowing participation in Trenitalia rewards operations and to make use of dedicated services and advantages. Customers who collect rewards points can receive rewards from the catalogue or free train tickets. Customers are not required to pay any cash contribution to the reward. Customers can request the card – free of charge – directly on www.trenitalia.com, at ticket offices or by phoning the Trenitalia Call Center. All the advantages of the customer plan are explained in the specific Cartafreccia section on www.trenitalia.com.

Passengers can travel with small dogs, cats and other small pets free of charge in all train categories, as long as they are kept in a special container. Dogs of any size can travel on IC, ICN and Express trains for a charge (in the specific compartments with seats); they must remain on a leash and wear a muzzle. The whole compartment must be purchased onboard ordinary/ comfort couchette carriages and sleeping carriages. All passengers travelling with dogs must have the dog canine registration certificate with them. Guide dogs for the blind may travel on trains free of charge and with no obligation.

Travelling with luggage and bicycles Each passenger may travel with luggage that can fit in the available space for individual passengers or if it is bigger, as long as it does not disturb other passengers, does not obstruct the service of railway staff and does not damage the carriages. Passengers must not leave their luggage unattended. Luggage must not contain noxious or dangerous material. Bicycles can be carried on medium and long distance trains free of charge if they are stored in dedicated bike bags (measuring no more than 80x110x40 cm.). For more information on terms and conditions for carrying bicycles onboard trains, see the FAQs section on www.trenitalia.com.

Other services To encourage intermodal transport, Trenitalia guarantees its commitment with a series of agreements that allow passengers holding a medium and long distance train ticket to take advantage of special parking, hire, hotels and other discounts. For more information about customer onboard train services, see the Passenger information section on www.trenitalia.com.

Trenitalia staff In the tickets offices, onboard trains, in the customer assistance offices and in the main stations, Trenitalia will provide information and assistance to all customers. Every Trenitalia employee has a uniform and identification badge. Frontline staff participates in refresher and training courses on regulations and behaviour.

Dining Onboard dining and refreshment services (bar, minibar trolley, restaurant etc.) are indicated with a symbol next to the train number on the Official Timetable.

2012 Passenger Service Charter - updated as of March 2012

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Other services INFORMATION CHANNELS

ASSISTANCE To find out more about your train

Onboard trains staff can provide information about train timetables and whether or not trains are on time “In Treno Tutt’Italia” timetable all the information for the Italian railway network Passenger assistance, Ticket offices and Travel agencies throughout Italy Trenitalia Call Center: 89 20 211 for information, ticket purchases and reservations 1

Active 24 hours a day, every day of the week. From landline: connection fee: 30.3 eurocents (including VAT). Cost per minute: 54.5 eurocents (including VAT). From mobile phone: the charge depends on the rates applied by the mobile phone service provider. 199 89 20 212 for information and personal assistance.

199 89 20 212 for information and customer assistance 2

Active 24 hours a day, every day of the week. From landline: no connection fee. Cost per minute: 10 eurocents (including VAT). From mobile phone: the charge depends on the rates applied by the mobile phone service provider.

You can use the Viaggiatreno service to view the map of the railway network in Italy or in a given region. The different colours indicate the train circulation progress and show any delays. Customers can select a line for information about the trains travelling on that line at that moment. It is also possible to get information about individual trains; just key in the train identification number to view the information about that train’s progress, real and scheduled departure and arrival times, if the train is running ahead or behind time, possible delays in departures from individual stations. This service is provided by RFI – Rete Ferroviaria Italiana. The service is available for customers free of charge on www.fsitaliane.it and www.trenitalia.com. A mobile version of this service can also be downloaded and installed on your mobile device.

Users not enabled for 199 [charges apply] calls, or customers who prefer ordinary lines can also phone + 39 06 30003 3

The reference phone charge for urban or suburban calls is defined by the customer’s phone provider.

Website: www.trenitalia.com Traveller’s guide everything you need to about train travel. In particular, for a brief guide to the Trenitalia services and for useful travel tips. Go to the “Transport conditions” item on www.trenitalia.com Televideo for real time information about strikes and train times For information about strikes a freephone number is available: 800 89 20 21 (Italy only)

2012 Passenger Service Charter - updated as of March 2012

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Altri servizi Frecciadesk

Frecciadesk

assistance

are

mobile desks dedicated to Frecciarossa and Frecciargento customers. Frecciadesk offer information and reservation services at the following stations:  Napoli Centrale  Roma Termini  Firenze Santa Maria Novella  Bologna Centrale  Milano Centrale  Torino Porta Nuova  Venezia Santa Lucia  Venezia Mestre  Bari Centrale

SERVICES FOR DISABLED PERSONS AND PERSONS WITH REDUCED MOBILITY Land services RFI – Rete Ferroviaria Italiana manages the land services for disabled persons and persons with reduced mobility; RFI is completely separate from all the transport undertakings operating on the domestic railway network and it has the task of establishing and guaranteeing regulations for non-discriminatory access to stations and trains for any person with reduced mobility. More detailed information about these services can be found on www.rfi.it.

Onboard services Trenitalia offers specific, professional services for its disabled customers and customers with reduced mobility throughout the entire journey.

2012 Passenger Service Charter - updated as of March 2012

Posto Blu This pre-booking service for disabled passengers and passengers with reduced mobility is available in the Sale Blu or by phoning the Call Center. You can use this service to book equipped seating (with safety anchors for wheelchairs) or reserved seats and a seat for any accompanying person on the train; or to book an ordinary seat if it meets your travel needs, paying for the ticket at a later date, by the set deadlines. The ticket can be paid for through a very widespread network, using the personal reservation code (PNR) issued by the Sale Blu or by the Call Centers (currently it can be paid online, through the Call Center, at selling machines or ticket office in the station, at the travel agency where the seat was booked, at enabled Unicredit Banca ATMs, SISAL gaming outlets, shops that are part of the Lottomatica circuit, by SIM Poste Mobile, if enabled). For info and costs, consult the “Passenger information” section on www.trenitalia.com.

Carta Blu The Carta Blu (Blue Card) is issued to Italian disabled residents who are entitled to a disabled mobility or communication allowance (depending on the disabled category); eligible persons must produce the document that certifies their right to the allowance. The Card gives the accompanying person the right to a reduced price ticket or a free ticket, depending on the train used; the Card can be obtained free of charge at the Trenitalia customer assistance offices or, should they be absent, station ticket offices. For more information: www.trenitalia.com.

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Traveller’s rights and obligations Strikes Many trains are guaranteed even during strikes. The list can be found on the IN TRENO timetable and in the “Strikes” area of the “Passenger information” section on www.trenitalia.com.

Train delays Trenitalia keeps passengers informed of delays and train cancellations as soon as the information becomes available. If a delay of more than 60 minutes is estimated, medium and long distance train passengers can immediately have the choice between: 1. Reimbursement of the full cost of the ticket: • for the part or parts of the journey not made; • for the whole journey, if the passenger decides to start the journey on alternative transport; • for the part or parts of the journey already made, if the journey no longer serves any purpose in relation to the passenger’s original travel plan and they want to return to their first point of departure or to another transition point of their choice. 2. Continue the journey to the final destination, departing: • at the earliest opportunity on any replacement road service made available or on the first available train, or re-routed, at no extra charge. Passengers who opt to travel on another train must approach the onboard staff in person to find out if there are seats available; • also at a later date; passengers who choose this option must have their ticket certified by Customer Assistance staff (Ufficio Assistenza) if they decide to travel the following day or in the following 48 hours, at the latest; Trenitalia will refund the full ticket price to passengers who intend to travel after that date.

2012 Passenger Service Charter - updated as of March 2012

3. Assistance: Passengers have the right to reasonable meals and refreshments on the train, if available, or in the station, if it is reasonably possible to provide these. If the journey cannot be continued on the same day due to delay, cancellation or missed connection with the last evening train (or if that train has been cancelled) and it is not possible to continue using alternative transport (bus or taxi), customers have the right to average level accommodation and reimbursement of necessary expenses to inform family of the delay, where this is physically possible. In the case of late arrival at the final destination for reasons attributable to Trenitalia, it is possible to: • receive compensation for the late arrival (passengers can choose cash or a bonus) amounting to: a) 25% of the ticket price for a delay of 60 to 119 minutes; b) 50% of the ticket price for a delay of 120 minutes or more. The calculation used for late arrival compensation does not include ticket purchase costs directly requested by travel agencies (agency fees), or due for special purchasing modes (e.g. Postoclick) or any extra onboard costs payable. The minimum threshold for the right to compensation for delays is € 4.00.

Trenitalia implements Regulation (EC) No. 1371/2007 of the European Parliament and of the Council, of 23 October 2007 on rail passengers’ rights and obligations. A summary of the key points of interest for customers was provided here; for a detailed description relating to compensation and refunds for delays, see the General Conditions of Carriage on www.trenitalia.com.

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Bonus for breakdown in climate control system • couchettes or sleeping carriages (if luggage or If the climate control system breaks down on Frecciarossa, Frecciargento e Frecciabianca, Eurostar Italia and Intercity trains and it is not possible to offer passengers a suitable alternative, as part of its marketing attention, Trenitalia will offer passengers a bonus voucher worth 25% of the price indicated on the ticket. Passengers lose their right to the bonus voucher if they refuse to move to another available seat on another carriage, which is of the same or higher class or level of service. The bonus voucher is valid to purchase other tickets within 12 months from the date of the first journey. Some types of tickets and season tickets cannot be bought with bonus vouchers; these include tickets priced according to distance travelled and integrated tickets or season tickets. More information is available in the General Conditions of Carriage for Trenitalia Passengers, available to customers in the Passenger area, General Conditions of Carriage – Part II – Domestic Carriage on www. trenitalia.com.

Insurance for loss or damage Trenitalia is liable for loss or damage only in a railway accident that it is responsible for. Trenitalia is adequately insured to cover its liabilities in the event of any loss and/or damage to persons and/ or property. A free policy covers theft of luggage and other items. The policy insures luggage and items located in: • luggage compartment of carriages on Frecciarossa,Frecciargento,Frecciabianca, Eurostar Italia, Eurocity, Intercity with “gran comfort” lounge carriages, Express trains;

2012 Passenger Service Charter - updated as of March 2012

property is stolen from a locked compartment during the journey); • passenger vehicles. To make the claim it is necessary to report the theft to Trenitalia staff on duty immediately (in any case within 24 hours) and to file a report with the Railway Police or other Criminal Investigation Authorities within three working days from the day the loss or damage occurred. Claims for compensation shall be made to the Customer Assistance Office or to the ticket office at the station of arrival; claims may also be mailed to: Trenitalia - Vendita e Customer Service Base N/I Piazza della Croce Rossa, 1 - 00161 Roma, Italia within 15 days from the date of the theft. Proof of receipt of claims shall be provided by the postmark for claims sent by mail. The following items are not covered by the insurance policy: portable electronic equipment, photographic and audiovisual equipment, jewels, cash, revenues stamps, stamped paper, postage stamps and documents of credit in general. For more information, contact the Trenitalia ticket offices, travel agencies and Assistance/Information offices or see the “Traveller’s guide” in the Conditions of Carriage on www.trenitalia.com.

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A good journey also starts with you: personal and property security The Services Charter also aims to be an occasion to remind Trenitalia passengers of a series of actions that can make their journey safe and comfortable for themselves and for others. Some of the key obligations of passengers (Decree of the President of the Council of Ministers of 30/12/1998) • do not board vehicles without a ticket and/or a reservation (if this is a condition of travel); • do not occupy more than one seat; • do not soil or damage walls, accessories and furnishings; • do not smoke in no-smoking areas; • do not cause inconvenience to other passengers; • do not travel with noxious and hazardous items; • do not use alarm signals or any other emergency device except in the case of serious, incumbent danger; • strictly abide by all requirements and formalities relative to security checks and customs procedures; • scrupulously follow instructions and orders issued by the services providers and information received from operators; • conform to the established regulations and rules for decency when using the transport infrastructure, without in any way compromising the security of the journey and the levels of service for you and for all other passengers.

Advice for a safe and secure journey Security is not a random factor, it is a social value: it is the daily commitment of all Trenitalia staff, it is careful behaviour by passengers. What you can do at the station: • do not accept tickets from strangers: only buy them through official sales channels to avoid being the victim of fraud; • never leave your luggage out of your direct sight; if it is left unattended it may be controlled by police; • lock your luggage and keep cash and documents separate; • stay very alert in appetising places for aspiring pickpockets (station halls, ticket offices and selling machines); • do not buy services and goods from unlicensed sellers. What you can do in the train: • place luggage on the baggage rack above your seat; • do not leave valuables unattended and keep your ticket with you at all times; • do not buy goods from unauthorised vendors and do not accept food or drinks from people you have just met on the train. What Ferrovie dello Stato Italiane is doing: • our specialist staff is present on trains and in stations; • we have set up a direct train - Polfer phone line for quick action by law enforcement agencies to combat illegal behaviour nationwide; • we monitor online transactions to prevent Credit Card fraud; • we constantly work with the Postal Police to prevent IT fraud; • we have intensified ticket inspections (“No ticket, no parti” -no ticket, no journey- campaign); • we work with the Civil Protection and with the Ministry of the Interior to deal with emergencies. In any case, for any problem passengers can contact on duty railway staff and Railway Police.

2012 Passenger Service Charter - updated as of March 2012

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Communicating with Trenitalia Comunicare con Trenitalia

Complaints

Conciliation procedure

Complaints are a precious opportunity for communication and to better meet the expectations and needs of customers. Trenitalia accepts and carefully reads all complains, and undertakes to: • offer its customers the best means to communication with the undertaking (website, forms available at ticket offices); • give precise, timely responses, in any case no later than 30 days; if this is not possible, it will let the customer know when they can expect to receive a response, within the context of a period of no more than three months from the date of the complaint; • take concrete, rapid action to resolve the problems reported.

The joint conciliation procedure enables customers to resolve disputes with Trenitalia rapidly, effectively and at no cost. If a complaint is not satisfactorily resolved or if no reply is received within 60 days from submission, customers can apply for the conciliation procedure through one of the Consumer Groups that have signed the Conciliation Memorandum of Understanding or directly to the Trenitalia Conciliation Office. The conciliation procedure can be used for complaints that meet both of the following requirements: • for journeys departing from and arriving in Italy, on Frecciarossa, Frecciargento, Frecciabianca, Eurostar Italia, Eurocity and Intercity trains, with the exclusion of trains that are part of the connections made according to the Public Services Contract; • indicating a discrepancy between a precise commitment by Trenitalia, made according to the official documents (Conditions of Carriage, commercial information available on the Trenitalia website, Services Charter) and the service the customer actually received. All information about signatory groups, the conciliation procedure and the trains it applies to can be found on www. trenitalia.com.

2012 Passenger Service Charter - updated as of March 2012

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