GENERAL TERMS AND CONDITIONS OF THE TRANSPORTATION

ARTICLE 1 TRANSPORTATION RIGHT AND COMPANY RESPONSIBILITY 
1.1. Strike
1.2. Confidentiality
ARTICLE 2 TRAVEL DOCUMENT
2.1. Types of travel documents
2.2. Terms of use
2.3. Travel document validity
2.4. Ticket cancellation and refund
2.5. Theft or loss of the travel document
2.6. Onboard inspection and regulation of the travel document
2.7. Travel document invoicing
ARTICLE 3 TRAVEL INFORMATION
ARTICLE 4 RIGHTS OF DISABLED PASSENGERS OR PASSENGERS WITH EDUCED MOBILITY
4.1. Transportation right and special conditions
4.2. Access and information
4.3. Assistance rendering conditions
4.4. Wheelchair and mobility aids compensation
ARTICLE 5 RULES OF CONDUCT AND PASSENGER’S RESPONSIBILITY
5.1. General conduct obligations
5.2. Passenger’s liability for damage
5.3. Smoking/ rest/toilet stops
ARTICLE 6 CANCELLATION OR DELAY
6.1. Right of information
6.2. Regular services along a line with a mileage exceeding 250 km
6.3. Bus damage when travelling
6.4. Assistance
6.5 Assistance during accidents
ARTICLE 7 TRANSPORTATION OF MINORS
7.1 Transport of accompanied minors
7.1 Transport of unaccompanied minors
7.3. Child onboard fastening systems
ARTICLE 8 LUGGAGE
8.1. Types of luggage and permitted sizes
8.2. Extra luggage
8.3. Objects contained in the luggage
8.4. Liability for luggage
8.5. Theft and/or loss of a luggage
8.6. Transportation of strollers
ARTICLE 9. TRANSPORTATION OF ANIMALS
9.1. Animals admitted onboard
9.2. Terms of transport
9.3. Liabilities
9.4. Transportation price
ARTICLE 10 CLAIMS AND CONTROL BODY
10.1. Signals for poor service operation
10.2. Claims with respect to violation of the passengers’ rights.
10.2.1 Second-instance claims before the Transport Regulatory Bodies

 

ARTICLE 1. TRANSPORTATION RIGHT AND COMPANY RESPONSIBILITY
Travelers are entitled to transport in accordance with the contractual conditions and tariffs offered by the Company to the public, without any discrimination either direct or indirect, based on the passenger’s citizenship or the seat of the enterprise.
The Company undertakes to transport a person, provided with a valid travel document under the purchased road section.
In case of violation of the provisions related to the objects a passenger carries with them (dangerous objects, explosives or inflammable materials, etc.) and/or transported animals, as described in details hereinafter in Article 8, the Company shall have the right to refuse transport or to take measures to guarantee the safety of both transport and passengers.
The passenger is entitled to the transport service indicated in the travel document/grounds.
The Company shall be responsible for implementing the transport service in compliance with the legal provisions and terms and within the scope set forth in these Transport Terms and Conditions. The Company shall be liable for the damage that could have been caused to the passengers as of boarding the bus to getting off it, save for any damage resulting from the passenger’s negligence (refer to Rights and Obligations of the Passenger).
The Company shall provide transportation to the passengers save for the cases of unfavorable weather conditions or serious natural disasters which put the safe functioning of the bus transport services to risk.
1.1. Strike
On the grounds of the applicable provisions, should there be a strike in the transport sector, the transport services guaranteed by the Company shall nevertheless be rendered and shall be timely announced to the users each particular time through the Company’s websites, the ticket-offices, the tourist agencies and the Company’s information offices.
1.2. Confidentiality
Personal data relating to travelers will be processed by the Company on computer and paper support, in full compliance with art. 13 of Legislative Decree no. 196/2003, Code regarding the protection of personal data and art. 13 of the Regulation (EU) 2016/679 General Regulation on Data Protection. These data will be used for the sole purpose of obtaining anonymous statistical information and will be deleted immediately after processing. The data will be stored for periods compatible with the purpose of the collection and subsequently deleted. For the correction or cancellation of the same, you can address your requests to the Florentia Bus Srl Company, as Data Controller, by contacting the following telephone number:  +39 055967024, and by explaining the operator the nature of the request. The passengers concerned may be acquainted to the information regarding the confidentiality provisions available on the Company’s website.
Information related to possible cancellations or delays in departure upon a regular service shall be provided to the passengers pursuant to the provisions laid down in Article 6 of these Transport Terms and Conditions if the passenger so requested when booking/purchasing the travel document and declared the carrier their contact details.
The non-provisioning of such personal details shall render the implementation of the carrier’s obligation of informing the users impossible.
ARTICLE 2 TRAVEL DOCUMENT
The passenger is entitled to the transport service rendered by the Company only if having a valid travel document issued to that passenger’s name, for the specified road section, date and departure timetable. The travel documents are individual and may not be assigned. No changes in the boarding point and/or getting off or changes in the route are allowed. The Company tickets may be purchased from:
– the authorized tourist agencies (a list of such agencies is published on the website, menu tab Tickets selling offices and stops)
– the ticket offices inside the bus stations (as indicated in the site in menu tab Tickets selling offices and stops)
– on the website  www.florentiabus.it in menu tab Online ticket selling office (payment via Visa or MasterCard credit cards)
– onboard the bus if there are available seats.
2.1. Types of travel documents
– One-way ticket (valid for one direction only)
– Round-trip ticket
– Open-ended return ticket (the return trip should take place within six months following the departure date). This ticket may not be purchased online.
Tariffs may be modified depending on the commercial offers and/or the season.
2.2. Terms of use
You may request a one-way ticket, a round-trip ticket and an open-ended return ticket.
The travel document contains all necessary instructions to define the contents of the transport agreement. When buying a travel document before completing the transaction the passenger should, upon an online purchase or when buying the ticket at the ticket selling office defined by the Company, immediately check the correctness of the details specified thereupon, paying particular attention to the name, the price paid, the route, the departure date and time, and to make sure that the relevant discount in tariff (where applicable) was applied and the price paid is compliant with the one stated on the ticket.
A paramount condition to complete transportation when rendering international transport services is that the passengers are provided with a valid document for leaving/entering the country (a passport or an ID card), and with the required entry or transit visas for the countries crossed during the trip. In this regard no passenger shall be allowed to board the bus without valid and regular document and no compensation shall be paid in favor of a passenger who lacks those documents and appears at the departure point or is forced to suspend their trip.
2.3. Validity of the travel document
The travel document issued is valid exclusively for the indicated date, time and trip and must be showed when requested by the duty staff.
If a passenger doesn’t have a travel document (in either a soft or hard copy) the passenger may be admitted onboard if there are vacant seats and the ticket shall be issued by the onboard stuff without any increase in the price.
A travel document which is forged, which is incomplete or become illegible shall not be valid.
The travel document is a tax document in any case. Should you need an invoice, please refer to item 2.
2.4. Ticket cancellation and refund
The ticket cancellation should be made before the booked trip, within the business hours and by attending the Company ticket office where the ticket was bought in person or via e-mail to: info@florentiabus.it or on the phone on +39 055 967024. When a trip is cancelled by the passenger, the latter is entitled to a ticket refund at the amount of:
a) 80% for cancellations registered at least 48 hours before the departure;
b) 50% for cancellations registered up to 6 hours before the departure.
No refund shall be due for cancellations made following the departure of the bus from its initial stop. Without prejudice to the stated in the first sentence, the refund applications need to be e-mailed to info@florentiabus.it or sent in writing to: FLORENTIA BUS SRL (LTD.) – 50123 Florence (Italy) 71, Il Prato Str.. In both cases shall be enclosed  the original ticket, duly cancelled and by stating the name, the code and the IBAN of a current bank account, payment should be made to. For tickets which have been purchased online by means of credit card refund shall be effected exclusively by reversal of the transaction and the relevant crediting of the credit card.
Refunds shall be made within two months as of the date of receiving the application save for the cases requiring a longer investigation. The carrier shall not be obliged to refund that part of the ticket which has not been used because of the passenger’s inability to continue the trip resulting from non-observance of the legal provisions on behalf of the passenger, or resulting from a reason related to the said passengers (e.g. if the passenger does not appear at the meeting appointed after a rest or if the passenger is forced down by the board staff or by the authorities for reasons of harassment, drunkenness, etc.).
2.5. Theft or loss of a travel document
Tickets which are lost, stolen or worn-out (which have become illegible) may not be refunded. In case of a loss, theft, destruction or wear of an already purchased travel document, the passenger shall have the right to travel along the route booked to the passenger’s name, after submitting at any of the ticket offices a claim to the authorities or an autographic certificate with an enclosed copy of the identity document, where the issue of a new travel document shall remain in force and only the administrative cost for the issue of the new travel document shall be at the passenger’s expense.
2.6. Onboard inspection and regulation of the travel document
The board staff (drivers, inspectors and/or external subjects entitled by the Company for the purpose) should render surveillance services as regards the personal property or the concession one, for protecting the Company’s property and the property submitted to the board staff, and to make inspections related to the regularity of the travel documents. This staff shall, in particular:

  • control the travel documents and impose administrative sanctions pursuant to the applicable national and international regulatory structure;
  • inspect the regularity of the service: observance of the timetable and the stops;
  • survey or protect the Company’s property: bus, offices, tickets sale offices, warehouses, etc.;
  • monitor the buses when stopping and perform board access control;
  • perform board control aimed at discovering elements that jeopardize safety – abandoned luggage, dangerous objects, etc., and possible critical situations.

The said staff shall also be entitled to perform any type of control or surveillance, as the Company may consider appropriate, which does not require the intervention of public authorities or operative intervention of police forces.
The staff entitled by the Company shall also have identification powers, which include inspection of the identity of persons, when this inspection is directly related to the surveillance and protection activities stated above.
2.7. Travel document invoicing
The travel document replaces the function of a tax cash slip pursuant to Article 12 and Law No. 413 dd. 30 December 1991. A ticket which is issued online is a tax receipt which may be deducted in the accounting books and the payment with a credit card attests that the ticket has been bought. The issue of an invoice may be requested by the passenger within 24 hours following the purchase via e-mail to: info@florentiabus.it (for the tickets, purchased in Italy), by providing the tax details with the name of the company, the address the VAT No., and the e-mail address. A copy of the travel document is attached to the request. An e-invoice shall be e-mailed to the passenger.

ARTICLE 3. TRAVEL INFORMATION

In terms of the available forms and means the Company provides to its users thorough information about the terms of rendering its service and the non-discrimination conditions for access of persons with disabilities or reduced mobility. The access conditions, with respect to the trip and the transport conditions include a summary of the applicable national and international legislation and are available in a material form and in accessible formats upon request or on the Company’s website.
The passenger is provided with relevant information with respect to the legal rights when initiating the service rendered by the Company and purchased by the passenger, at latest. Such information includes the data necessary to contact the authority responsible to control the application of the national and international provisions concerning the passengers who travel by bus in compliance with Article 10 of these Transport Terms and Conditions.

ARTICLE 4 RIGHTS OF DISABLED PASSENGERS OR PASSENGERS WITH EDUCED MOBILITY
The Company shall guarantee the transportation of persons with disabilities or reduced mobility at no additional cost, and when rendering its services to such person the Company shall make all reasonable efforts to ensure information access as well. In order to ensure better assistance to disabled passengers and passengers with reduced mobility the Company shall give relevant instructions to its staff, which is in direct contact with such passengers.
The terms ‘disabled persons’ or ‘persons with reduced mobility’ shall include:
– persons moving in wheelchairs for reasons of a disease or documented injury;
– blind persons or persons with visual impairments;
– deaf or hard of hearing persons;
– persons with documented mental disorders.
4.1. Transportation right and special conditions
Disabled persons or persons with reduced mobility are always allowed transportation save for the following cases:
a) in order to keep the obligations as regards safety, defined by the EU legislation, the international and the national legislations or the obligations with respect to health and safety defined by the competent authorities;
b) when the configuration of the transport means or the infrastructures, inclusive of the sops and the stations make boarding, getting off and the transportation of the disabled person or the person with reduced mobility physically impossible upon safe and practically feasible conditions.
In cases where the Company finds any such impediments for the transportation, the Company shall notify the disabled person or the person with reduced mobility of this fact and upon request shall inform them in writing within five says as of the date the request was made.
Should any reservation be no accepted or a ticket be not issued or otherwise provided for the above reasons, the passenger shall be informed of any possible alternative services offered by the carrier.
When the provisions of letters a) and b) above are present, and the Company cannot allow the transportation or issue a ticket reservation, the disabled person or the person with reduced mobility may require to be accompanied by another person they choose, who will be able to render the required assistance and who may factually enable the disabled person’s access to the bus and their positioning onboard under safe conditions during the trip, so that the impediments set forth in letter a) and b) cease to be relevant. In this very case the accompanying person shall be transported free of charge and, if possible, shall be seated next to the person with disabilities or reduced mobility.
4.2. Access and information
In order to guarantee the right of transportation, the Company provides conditions for access, which are not discriminating to disabled persons or persons with reduced mobility, which are based on the national and the international legislations as regards safety and which are publicly available at: http://eur-lex.europa.eu/legal-content/IT/TXT/?uri=URISERV:tr0050. Passengers may, upon request, be given all the relevant information with respect to the trip and the transportation conditions on a hard copy or on suitable soft copy format. Such information shall also include data, necessary should you need to contact the authority responsible for the control of application of the national and international provisions with respect to the rights of passengers traveling by bus, pursuant to Article 4 of these Transport Terms and Conditions.
4.3. Assistance rendering conditions
The Company renders assistance to disabled passengers or to passengers with reduced mobility provided that:
а) the Company has been informed of the need of assistance to the person at least thirty-six hours in advance;
b) the person concerned appears at the specified place:
i)   at the time previously appointed by the Company which shall not exceed with more than sixty minutes the announced departure timetable, unless otherwise agreed between the Company and the passenger; or
ii) when no time has been appointed, at least thirty minutes before the announced departure time.
Furthermore, the disabled persons or the persons with reduced mobility should report to the Company their special needs as regards the seating place upon reservation or the prior purchase of the ticket. When no announcement about the need of assistance is made, the Company shall make its best reasonable effort to ensure the rendering of any such assistance so that the person with disabilities or reduced mobility to be able to board the departing bus safely, to change to a corresponding service or to get off the arriving bus.
When the information above has been communicated to third parties (travel agents or tourist operators) the latter shall report as soon as practically possible within the business hours this information to the Company to enable the Company undertake the necessary steps in this regard.
When a disabled person or a person with reduced mobility, who has a reservation or a ticket and who has informed of their assistance requirements is refused permission to board the bus, and such permission is refused to the entitled accompanying person as well, the Company shall provide the option to choose any of the following:
а) the right of refund and if necessary free return to the first point of departure, as specified in the transportation agreement, as soon as practically possible, and
б) when this is practically impossible, to continue the trip or to be redirected to any reasonable alternate transportation services to the destination specified in the transportation agreement.
At places specified by the Ministry and within the scope of its competences, the Company shall render free support to the disabled persons or to persons with reduced mobility by ensuring the assistance and the necessary measures to enable the safe traveling of the persons with disabilities and reduced mobility.
On board of its buses the Company shall render the required assistance to enable the persons with disabilities or reduced mobility to obtain basic information with respect to the trip in accessible formats, upon request, and to enable their safe boarding and disembarking the bus during the rests, only if there is another staff available besides the driver.
4.4. Wheelchair and mobility aids compensation
In case of a loss or damage of the mobility aids or facilities the Company undertakes to reimburse the passenger to the appropriate amount, set forth by the law. If necessary, the Company shall make all reasonable efforts to deliver means and aids as temporary replacements and, when possible, with similar technical and functional features as those of the lost or damaged ones.

ARTICLE 5. RULES OF CONDUCT AND PASSENGER’S RESPONSIBILITY
The client must cooperate with the Company with respect to the safety of traveling and to improvement of the service by respecting the applicable provisions for access to the transport means and structures. A user who us making use of the services rendered by the Company should behave, for their own sake and for the sake of the others, in compliance with the principles of good accomplishment and adhering to the norms of good manners referred to hereinafter.
5.1. General conduct obligations
Passengers should strictly observe the norms issued by the competent authorities in their own safety’s interest and in interest of the safety of third persons, and of the regularity when using the service rendered. Particularly, the passenger is obliged:
а) to check the details specified in the travel document in advance (date, timetable, tariff, point of departure and arrival) and to appear at the point of departure at least 15 minutes before the time set, unless a longer time was explicitly required in particular cases or in peak seasons;
b) to take into consideration the provisions for the trip with respect to police, healthcare, customs and administrative authorities;
c) during the transport:
c).1.   to respect the provisions, warnings and the invitations of the onboard staff, including those which could result in impediments or restrictions in the implementation of the transport, and to take into consideration the requirements and the warning of the servicing staff. In particular, passengers are obliged to use the requirement for using the safety belts, where applicable, when they are seated in the vehicle and the vehicle is moving, in accordance with the information provided by the onboard staff or provided by signs and pictograms onboard the bus;
c).2. to refrain from speaking to the driver, from generally distracting the staff who are implementing their duties, to behave properly without disturbing the other passengers; not to harass, to sing, to whistle, not to make noise or hold indecent or inappropriate conversations;
c).3.   not to bend from the windows;
c).4.   to remain seated when the bus is moving. When using the sanitary serviced onboard during traveling the passengers should hold firmly to the special handrails. The Company shall bear no responsibility for any damage caused to passengers who have not observed the above safety considerations due to negligence;
c).5.   not to consume alcohol or substances which could change the passenger’s own locomotor abilities;
c).6.   to observe the length of the planned rest in the service areas of the highway (10 minutes maximum);
c).7.   not to beg from the passengers or to exercise any advertising or trading activity even for the purpose of donation, without the permission of the Company, as this is prohibited.
The passenger shall not be allowed to travel and during the trip itself, may be suspended without refund entitlement to the ticket price paid, should the passenger endanger the safety of the transport service pursuant to the provisions set forth by the Travel Code. In this regard it is prohibited to activate the emergency door opening commands or any other safety device, unless circumstances so require, and only in the conditions of real danger for the said one and the other passengers.
d) to show the control staff an identity document to evidence the right of reduction in the tariff;
e) to use the necessary safety precautions and to be alert, to the possible extent, for their own safety and the inviolability of persons, animals and luggage which this passenger is responsible for.
f) a passenger who travels with a child at the age of up to three years undertakes to provide a special homologated seat for children which should be fastened to the safety belts of the bus.
5.2. Passenger’s liability for damages
The passenger shall be liable before the Company for the damage caused to the bus, to its furniture and to the Company’s staff; and for the damage caused to the other passengers and their belongings during transport. The Company shall retain their right to file an appeal in compliance with the law and to lodge a claim for damages with the competent courts.
5.3. Smoking/ rest/toilet stops
Smoking onboard the bus shall be prohibited, including with electronic devices, both in the passenger compartment and in the closed premises (toilet, driver’s cabin, etc.). The non-observance of this rule shall result in the imposition of administrative sanctions, unless this fact constitutes a graver crime within the meaning of the applicable penal provisions. In case of a crime the Company commits to inform the court authorities of it and to produce them the personal data of the offenders.
When there are toilets onboard, these shall be at passengers’ disposal. A rest or a couple of rests are intended during night trips, and/or when the duration of the trip is more than 4.30 hours, in an equipped service area, where passengers may use such services. Passengers should strictly observe the duration of the rest; unless the onboard staff otherwise instructs the duration of the rest shall be 10 minutes.

ARTICLE 6. CANCELLATION OR DELAY
6.1. Right of information
In case of a cancellation or delay upon departure of a regular service along a line, the Company shall inform the departing passengers of this situation as early as practically possible and shall communicate them the intended departure time, as soon as this information comes to the Company’s knowledge and not later than thirty minutes following the intended departure time.
If the passengers miss the change of the transport means along the network managed by the Company for reasons of a cancellation or delay, the Company shall make all reasonable efforts to inform the passengers concerned of any alternative changes. Where applicable, this information shall be provided electronically and under the above terms, to all passengers, including to the departing ones who are waiting at the bus stops, at passenger’s request and if the passenger has provided the carrier with the necessary contact details.
6.2. Regular services along a line with a mileage exceeding 250km
Where the Company reasonable stipulates that a service shall be cancelled or delayed upon departure from the initial stop, which delay shall be more than one hundred and twenty minutes or when the number of reservations exceeds the available seats, the Company shall offer the passengers one of the following options:
а) to continue or to be redirected to the end destination at no additional cost and under similar conditions, as specified in the transportation agreement, as soon as practically possible;
b) refund of the ticket price and, if necessary, free of charge return by bus to the initial point of departure as specified in the transportation agreement, as soon as practically possible.
Provided the Company is unable to offer such options the passenger shall have the right within one month as of producing their request before the Company, to receive 50% of the ticket price plus refund of the ticket price.
When a regular service is cancelled or there is a delay which exceeds one hundred and twenty minutes at the departure stop, the passengers shall have the right to continue, to be redirected or to be refunded the price of the ticket as set forth in letter b).
Refunding shall be made within fourteen days as of drawing-up the offer or as of receiving the relevant application and shall cover the price of the ticket at which it has been bought, for the portion or the portions which have been completed, of the trip turns out to be already useless for the passenger as regards its primary intended purpose.  For passengers provided for with a subscription card or a seasonal ticket payment shall be equal to the proportionate share of the full price of the subscription card or the ticket.
Refunding shall be made in monies unless the passenger accepts any other mode of payment.
6.3. Bus damage when travelling
If during the trip the bus is damaged and becomes unusable, the Company shall guarantee the continuation of the service with another vehicle from the place the unusable bus is found or transport from the place the said unusable bus is found to another suitable point for waiting and/or station wherefrom the trip may be continued.
6.4. Assistance
If, during transport services along a line with a length of more than 3 hours, a cancellation or delay upon departure from a station occurs, lasting for more than 90 minutes, the Company shall render the passenger a reasonable support by consolation and entertainment materials depending on the waiting time or the time of delay, should any such materials be available (either onboard the bus or the station). When necessary, in case of delays which last the whole night, the Company shall provide hotel or another accommodation, and support in organizing the transportation between the station and the accommodation place, when a more a night’s stay is expected within the maximum limits stipulated by the law (ref. Reg. 181/2011). In case the cancellation and/or the delay are due to unfavorable weather conditions or to serious natural calamities, which jeopardize the safe operation of the bus services, the Company shall not provide the accommodation referred to above.
6.5 Assistance during accidents
In case of traffic accident which results in suspension of the service the Company shall render reasonable and proportionate assistance for the immediate practical needs of the passenger resulting from the very accident. This assistance shall, when necessary, include food, clothes, transport first aid and accommodation, unless when the vehicle might be used/replaced which, this, guarantees the trip shall be continued.
The assistance rendered under such circumstance shall not constitute acknowledgement of liability on behalf of the Company.

ARTICLE 7. TRANSPORTATION OF MINORS
The Company shall pay special attention to the transportation when rendering its services to minors.
The terms and conditions under which a minor passenger may be allowed transport under the services rendered by the Company in compliance with the legal provisions, should be checked before purchasing the transport service. The declaration of consent permitting the minor child to travel unaccompanied, or giving consent to an accompanying person, shall be valid for the particular trip only (to be understood as a round-trip) outside the territory of residence of the minor child, aged up to 14 years to a particular destination.
7.1 Transport of accompanied minors
Minor children under age of 14 shall not be allowed transportation unaccompanied by a mature person. The parents or the person exercising guardianship, shall sign a notarized declaration of consent entitling another person to accompany minors under age of 14. This declaration of consent shall remain filed in the acts of the Questorship.
A passenger who is provided with a ticket or a subscription shall have the right to render free traveling to a child up to the age of 3, should this child do not occupy a seat, and should watch after the child by taking full responsibility for it. As regards the obligations related to the fastening systems for children refer to Article 7.1 above.
7.2. Transport of unaccompanied minors
For all juvenile children aged between 14 and 18 years including, a written permit shall be made on behalf of the parents or the legal guardians, which needs to be attached to the travel document. Minors aged between 14 and 17 incl. may travel along the nationally authorized lines only if provided with the above described declaration of consent signed by the parents or the guardian.
Minors under age of 16 are allowed to transportation service along the internationally authorized lines only if accompanied, whereas minors at age between 16 and 17 incl. may travel unaccompanied, but provided with a valid identification document and a declaration of contents issued by the Questorship.
7.3. Child onboard fastening systems
Children under age of 3 years may be transported (by coaches or minivans of the international categories M2 and M3) with no need of applying specific means and therefore without need to use fastening devices for children, even installed.
Children at age above 3 years, however, should be transported by using the child onboard fastening systems (which the coach or the minivan are equipped with). These systems must be compatible with the homologated type (Article 172, para 6 of the Travel Code). If there is no such a fastening system the safety belts must be used, only if compatible for the child. This provision is valid only for children weighing below 36 kg., as set forth in the European regulatory structure, which restricts the use of fastening devices for persons sitting next to these children.
Upon non-observance of these provisions the person who is watching of the minor child onboard shall be held responsible.
Passengers undertake to perform their obligation to use the safety belts when seated and the vehicle is moving, based on the information provided by the onboard staff and further indicated on signs and pictograms onboard the bus.

ARTICLE 8 LUGGAGE
8.1. Types of luggage and permitted sizes
The luggage is divided into:
а) hand luggage: this is a small-sized luggage and/or of particular value, e.g. mobile phones, portable computers, touch screen devices, jewels, etc.
b) luggage handed to the carrier which should be placed in the luggage compartment (suitcases, large bags, trolley suitcase with sizes and weight not exceeding the defined limits).
– Permitted sizes
A passenger has the right of free transport, at their own responsibility, of a hand luggage with maximum dimensions 40x30x15 cm and weight not exceeding 5 kg, which should be placed in the specially intended luggage compartments inside the bus or in special places so that to remain under the passenger’s personal area of observation.
A passenger is also entitled to a free transport  of additional luggage with maximum dimensions 100x60x30 (length + depth + width) and weighing no more than 20 kg.
Luggage must be placed in the luggage compartment of the bus and bear clear and legible indications of the name, address and the telephone number of the passenger, and the date of the section for which transport has been paid.
8.2. Extra luggage
Extra luggage can be accepted only if there is sufficient place in the luggage compartment and after paying an additional charge onboard according to the applicable tariffs. A passenger is allowed to transport a bicycle (disassembled into two parts) and placed into a special transportation bag with owner’s identification) only if the passenger has one luggage piece plus the bike. The price for transporting the bicycle is EUR 10.00 which needs to be paid to the staff when boarding the bus.
8.3. Objects contained in the luggage
Passengers are not allowed to place in their luggage objects which could cause damage, such as dangerous goods or substances, inflammable materials and liquids in general. The Company retains their right to recover the losses sustained by the said passenger’s luggage upon possible damage caused to third persons and/or luggage.
Upon violation of the above mentioned provisions established upon departure, the Company may lawfully refuse the transport.
The transport of objects of expensive value in the luggage compartment is strictly forbidden. Fudeks  d.o.o. shall not be liable for their damage or loss, unless the carrier has been previously provided with a special declaration of value.
8.4. Liability for luggage
Pursuant to the applicable legislation provisions, the Company shall be liable for the loss or damage of luggage, which has been submitted sealed if the Company cannot prove that the loss or damage resulted by reasons beyond the Company’s control. The loss or damage must be established and shall otherwise be considered null if it concerns ostensible loss or damage, or within three days, if it concerns real loss or damage (Article 1697 of the Civil Code). When he luggage is found it would be the passenger’s obligation to receive is from the Assistance Office, when informed of the luggage discovery.
The carrier shall not be held responsible for any loss (or damage) of luggage and objects which have not been handed over to the carrier, unless the passenger proves that such damage or loss have been caused for reasons within the carrier’s control.
The passenger’s right to address the national judicial authorities in order to receive under the stipulated provisions of the national legislation a compensation for damages resulting from loss due to cancellation or delay in the regular services or resulting from an incident that has occurred by carrier’s fault, shall remain in full force and effect.
8.5. Theft and/or loss of luggage
Without prejudice to the foregoing, the passengers who has been a victim of robbery, loss or has suffered an exchange of luggage, placed in the luggage compartment of the bus, shall cause such a theft, loss and/or exchange to be established by the onboard staff when the bus arrives at the stop, or any such theft, loss or damage shall otherwise be considered null. The passenger needs to contact the Company as soon as possible at +39 055 967024  (о from Monday through Friday from 08:30 a.m. to 6:30 p.m. hours and from 09:00 a.m. to 1:00 p.m. on Saturdays) or to send an e-mail info@florentiabus.it .
8.6. Transportation of strollers
Depending on the type of the service, strollers may be allowed after preliminary payment of an additional charge of EUR 10.00 only provided strollers fall within the limitations of size (100x60x30 cm) and provided they are foldable, so that stroller could be safely folded.

ARTICLE 9 TRANSPORTATION OF ANIMALS
9.1. Animals admitted onboard
A passenger is allowed to carry with them, following prior reservation, live animals, which are not dangerous (such as small-sized dogs, cats and other small pets) with the exception of guide dogs, which accompany blind passengers. Law No. 37 dd. 14th February 1974 stipulates that a blind person has the right to be accompanied by an own guide dog during trips in any public transport means, without paying a ticket or an extra charge for the animal.
9.2. Terms of transport
Every passenger who is provided with a travel document for themselves and for the animal is permitted to carry both a small-sized dog which to be placed in the passenger’s lap, and a hunting dog or middle-sized dogs provided these dogs are with a halter and a muzzle.
The Company may, at their own discretion decide on whether to allow or not a transportation of an animal. The decision shall be based on particularly defined rules related to the specifics of the trip. The transportation of animals may, however, be refused if the bus is full and if the duration of the trip does not allow the transportation of an animal without putting the passengers’, the staff’s and animal’s safety to risk, or when this animal in any way disturbs the passengers’ comfort.  The transportation of animals may be refused or interrupted without any entitlement of the animals’ owners to refund of the ticket price if the Company staff so decides for reasons of ensuring safety of the transport service.
In case animals are transported in special containers or cages, these should be covered in order to avoid fear responses of both animals and passengers. Animals, belonging to the wild species which are proven to be dangerous, however cannot be transported. Birds, cats, fish or chickens are allowed transportation inside the bus in baskets, cages, containers on the condition that such baskets, cages or containers do not exceed the dimensions defined (e.g. 40x30x30 cm), do not cause any problems, are not dirty or foul-smelling. There should be no bird food and the drinking accessories should be empty. During transport, which should be carried out after preliminary payment of a ticket under the usual tariff, animals shall be kept in a manner which causes no damage or disturbance to the other passengers. Each passenger may transport no more than 1 basket or 1 cage or 1 container.
9.3. Liabilities
It is the passenger’s liability to watch after the transported animals during the entire length of the transport and the passenger shall be explicitly liable for any damage to persons or objects caused by that passenger’s animal.
A seat shall never be used to place the transported animal. The seat is intended for passengers only. The person who carries the animal should compensate the damages when the animal pollutes or in any other way causes damage to the bus. If the onboard staff establish that these rules are not respect the staff may take the animal out and interrupt the trip under safe conditions.
When the animal disturbs the other passengers (for reasons of allergy, etc.) the passenger shall, as instructed by the onboard staff, take another seat if any such seat is possible vacant.
9.4. Transportation price
A reduced tariff, amounting to 50% of the regular tariff for a child shall be applied for the transportation of animals, with the exception of different tariff provisions for peak seasons, periods during which no reductions in the tariffs for age could be provided. No ticket shall be paid for the guide dog of a blind passenger.

ARTICLE 10 CLAIMS AND CONTROL BODY
For the purpose of ensuring constant improvement of the quality of the services rendered, the Company shall provide to their customers SIGNAL and CLAIM tools.
10.1. Signals for poor service operation
For the purpose of this Article 10 signals shall mean possible advice, observations, offers, recommendation and anything that could be of use for the proper understanding of the client’s requirements, aimed at improving, if possible, the services rendered. Signals may be given by any concerned passenger.
Signals may be filed to the Company by means of:
– by e-mailing the signal to the following e-mail address: info@florentiabus.it or by faxing it to fax No. +39 055967451.
Signals made in writing should be addressed as follows:
FLORENTIA BUS SRL —  VIA IL PRATO 71  — 50123 FIRENZE
In order to reply the signals so filed, besides the personal details and address the client should also specify any particular and useful elements comprising the signal. The Company shall guarantee the confidentiality of the personal data as set forth in the regulatory structure under the personal data protection.
10.2. Claims with respect to violation of the passengers’ rights
For the purpose of this Article 10.2 shall mean any act in terms of which a client (or an attorney or users’ organisation that represents this client) clearly states and protests in writing before the Company with respect of the Company’s action or lack of actions.
The Company has a system for processing the claims which a passenger may submit in any of the following manners:
– by e-mailing them to the following e-mail address: info@florentiabus.it;
– by contacting the office on  +39 055 967024
Reasons for submitting claims within the meaning of the European and the national regulatory structure on the passengers’ rights shall be explicitly related to:

  • the regular services along a line at an estimated distance equal to or exceeding 250 km:
  • non-issuance of a ticket
  • discriminating contractual terms and conditions and tariffs
  • non-rendering of assistance to a passenger
  • non-observance of the obligations for protecting disabled persons or persons with reduced mobility
  • delays, redirections and cancellations
  • information related to cancellations and delays
  • non-rendering of assistance in case of cancellation or delay upon departure
  • information provided to the passenger with respect to the trip and passenger’s rights
  • non-application of a claim processing system
  • lack of a communication about the final result of the claim filed
  • the regular services along a line at an estimated distance less than 250 km
  • discriminating contractual terms and conditions and tariffs
  • non-observance of the obligations for protecting disabled persons or persons with reduced mobility
  • information provided to the passenger with respect to the trip and passenger’s rights
  • non-application of a claim processing system
  • lack of a communication about the final result of the claim filed

The claim may be submitted to the Company exclusively by a passenger provided with a regular travel document. The claim should quote the code of the travel document and be submitted within three months as of the date on which the regular service under the line was or should have been implemented.
With one month as of receiving the claim the Company shall notify the passenger of their motives and the final answer whether or not the claim was accepted, rejected or is still under consideration. Within no more than three months as of receiving the claim the Company shall provide the passenger with an answer.
The passenger’s right to address the national judicial authorities in order to receive under the stipulated provisions of the national legislation a compensation for damages resulting from loss due to cancellation or delay in the regular services or resulting from an incident that has occurred by carrier’s fault, shall remain in full force and effect.
– Compensations claims procedure
To be given access to possible compensation you should:
– contact the driver who drives the concerned vehicle of the Company immediately after the event of the damage occurs by producing personal details and full description of the damage sustained;
– submit an application for compensations to the Company’s Head Office;
– the competent office shall take care to hand over the documents under the referred case to the Company’s insurer, which, after making the necessary assessments and procedures as regards the compensation, shall directly take care of the compensation under the terms set forth by the law.
10.2.1 Second-instance claims before the Transport Regulatory Bodies
The passenger, after having submitted at the first instance the claim to the Company and after the expiry of ninety days as of the submission, may submit the claim before the National Authority responsible for the imposing disciplinary measures as regards the passengers’ rights upon alleged violations on behalf of the Company. For the services rendered along a national line (municipal or district) claims may be submitted to the local seats of the competent authorities which shall intermediate with the national headquarters.
The authority in question is a Transport Regulatory |Body before which a claim must be filed in writing, via registered mail or to the following e-mail addressed:
-certified e-mail (PEC): pec@pec.autorita-trasporti.it
– ordinary e-mail: reclami.bus@autorita-trasporti.it.

For further information refer to the institution’s website: www.autorita-trasporti.it.