GENERAL TRANSPORT CONDITIONS

(Approved by the Board of Directors of Actv S.p.A. on 12/11/2010)

 

The service of Local Public Transport services (Italian “Trasporto Pubblico Locale” abbreviated as “TPL” and used hereunder) is provided by Actv S.p.A. (ACTV or also “carrier”) with application and observance of the following “General Transport Conditions”.

The customers of ACTV SpA’s transport services are called to contribute so that the TPL services can take place with greatest safety and punctuality. They are therefore required to comply with the requirements contained in the "General Transport Conditions" described below and to comply with notices, requests and provisions relating to the order and safety of the service provided by ACTV and, in specific cases, by the staff of the latter, and, lastly, to observe the rules and regulations of national and regional laws and of other competent Authorities.

 

         1. DEFINITIONS

·        “Agreement”: the transport agreement between the customer and Actv S.p.A. which is entered into with the purchase of a travel ticket and entered into when the customer boards the means (buses or waterborne transport services);

·        “Service”: the transport service provided by ACTV using land buses and water craft in accordance with the provisions of service contracts between ACTV and contracting bodies;

·        “General Transport Conditions”: all of the terms, conditions and requirements contained herein;

·        “Customer”: any natural person using the public transport as a passenger;

·        “Means”: trams, land buses and water vessels used by ACTV to provide its TPL services;

·        “Tickets”: a document (Imob card or other electronic or paper ticket), requiring validation and with which the transport agreement is concluded between the customer and the carrier;

·        “Imob card": a long-duration electronic travel card that can be “topped up” until its natural expiry. It stores information on ticket purchased;

·        "Electronic ticket": short-duration electronic ticket that can be recharged a limited number of times. It stores information on tickets purchased;

·        "Validation": the act of validating a ticket on the appropriate machines, thereby allowing customers to acquire the right to start and/or continue their journey;

·         “Fare”: the sum paid by customers for their tickets;

·        “CartaVenezia”: special-price tickets, valid on the urban waterborne services and reserved for habitual customers of this service;

·        “Customer profile”: category identifier (ordinary, worker, student, island resident);

·        “Service” or “Route”: the itinerary of the means of transport, including between the termini and along which intermediate stops are made;

·        “Network”: group of functionally-connected routes;

·        “Trip” or “Journey”: the ride chosen by customers travelling on the network using the TPL service provided by the carrier.

 

         2. TICKETS

I.            To use ACTV’s transport, as per Art. 37 of Law no. 25 of 30/10/1998 and subsequent amendments, customers must buy a valid and suitable ticket according to the current fares for the chosen trip. The trip is defined as beginning with the customer boarding the means and as ending after the customer alights from means, save as provided for in paragraph II below.

II.          The tickets:

·      must, as a rule, be bought before boarding the means at the HelloVenezia ticket desks, authorised retailers or the automatic machines. Tickets can also be bought on board the means where and when provision for this is made;

·      must be validated using the machines provided either before boarding the means (waterborne services) or immediately on boarding the means (land buses and trams);

·      for waterborne services, if the validating machine is out of operation, the on-board personnel validates the tickets and customers are required to ask the on-board sailor/attendant to validate the ticket when boarding;

·      must be kept for the journey duration and are not transferable;

·      must be shown on request of ACTV inspectors or other delegated persons showing valid identification, or legally appointed or entrusted by ACTV to inspect tickets and service safety;

·      can be confiscated by ACTV personnel after checks and inspections that prove irregularities.

III.         Customer must check their receipts and the change given by the sales staff before leaving the sales counter.

IV.        The right of the customer to travel ends on alighting from the means, except:

·      for holders of time-validity tickets. These tickets are valid for journeys in the period provided by the specific ticket on any line that is part of the Venice urban transport services (waterborne, tram and bus in Mestre and on Venice Lido), with the possibility to change and also to discontinuously use the means of the same urban transport network. The time validity of the single tickets allows the means to be travelled on only in one direction;

·      for holders of longer-section tickets (out-of-town services) for which travel is allowed between two stations within the area covered by the transport network and divided into fare sections, also with possibility of changing means with other connecting services belonging to the same transport network, up until journey completion.

In particular:

·      holders of tickets validated initially on the out-of-town services may complete their journeys within the urban network of Mestre (except for connections with Venice) in the time allowed by the specific ticket starting from its first validation;

·      holders of tickets for interurban fares, initially validated within the urban network of Mestre (except for connections with Venice), may continue and complete and complete the journey with the out-of-town services in the time allowed by the specific ticket starting from its first validation.

V.          The cards/tickets allow travel on the network/s for which they are issued during the validity period, provided they are validated on every journey. The time validity of the tickets/cards is normally monthly or annually and starts from the first day of the month of the period for which it is purchased. The travel discount solution is stored in the Imob card, which shows the holder’s identification data, the card’s expiry date and the customer profile (the latter contained in the card’s chip). The Imob card can store any type of ticket of the service provider subject to compatibility with the customer profile. The discount ticket solution is personal and can be used only by the holder of the Imob card, except for cases of the generic (non-nominal) cards and solutions. The Imob card is issued on the request of customers, who fill in the forms with their personal information and other information requested, including any necessary certifications.

VI.        The Imob card has a five-year validity. During the validity period, instead of requesting issuance of a new card, holders may request a free change of profile of their card, documenting, where necessary, the new situation.

VII.       If the type discount tickets allows card holders to travel only on certain routes, they can also use other routes but only on the sections of routes that coincide.

VIII.     The fares and types of the tickets in force are approved case by case by the relevant bodies according to the current laws of the Veneto Region.

IX.        The following are allowed unrestricted travel on the means:

a)         those entitled as per the law and current rules and able to produce a suitable identity document and Imob card;

b)         children below six on the urban services within the Venice municipality and below four in the other services.

X.          Disabled customers in wheelchairs pay CartaVenezia fares on the waterborne network. The tickets also include the fare of an adult who is accompanying the wheelchair-user customer.

 

         3. RESPONSIBILITIES OF ACTV

I.            ACTV does not assume any liability towards customers for any delays, partial or total cancellation of TPL services due to force majeure, and for reasons of order or public safety, nor for the interruption or suspension of the TPL services due to causes beyond its will or control, such as, purely by way of example: strikes of any kind – irrespective of whether announced in advance – public disorders, high water/tides, natural disasters, provisions by the competent authorities, etc..

II.           Temporary diversions of routes of a given service due to decisions by the competent authorities will not allow fare reductions or a right to refunds.

III.          If services are interrupted due to breakdowns of its means, ACTV undertakes to return the services to normal as quickly as possible.

IV.        The responsibility of the carrier, as regulated by Art. 2429 of the Italian civil code, starts from journey beginning and ends at its termination. It also applies on the company’s premises.

 

         4.    MOBILITY OF DISABLED CUSTOMERS

The public transport service is accessible to customers with restricted mobility on the means that are suitable and/or adapted in conformity with the law, using the specially-equipped areas. In all other cases, access to the operating means of “TPL” by customers with restricted mobility may be limited by the on-board personnel for reasons of safety. The use of transport services by wheelchair customers takes place in conformity with the provisions of the current fare regulations for the given route.

 

     5. TRANSPORT OF PERSONAL ITEMS

Hand baggage

Baggage may be carried at the following conditions:

I.            All customers with valid tickets can take two items or packages with them free of charge, provided they are smaller than 120 cm as the sum of the three sides.

II.          Each customer may take one of the following free of charge:

·      musical instrument within the dimensions as per point V below;

·      fishing rods inside suitable bags (max. 5);

·      a pair of skis;

·      shopping trolleys for home use.

 

III.         One children’s pram/stroller may be taken, free of charge, per customer, provided they are folded, subject to the indications below.

On the buses and trams, customers can only put unfolded prams or strollers in the points equipped for the disabled in wheelchairs provided those spaces are not already occupied by a disabled customer.   Wheelchairs or strollers must be placed facing backwards and placed against the backrest. The wheels must be blocked with brakes and the frame secured with the safety belts.

For waterborne services, considering the particular characteristics of mobility of persons and objects on water, the transport of unfolded prams or strollers is allowed only if the conditions of crowding and safety allow it.

IV.        For luggage of a different type or exceeding the dimensions/number indicated in the points above, customers must buy an extra ticket at the same fare rate as the passenger, subject to the provisions in the subsequent points of this article.

V.          Baggage items or packages smaller than 150 cm (sum of the three sides) may be taken on board the vessels by paying the current fare. No more than two items are allowed for each customer.

VI.        Baggage items and packages exceeding 150 cm as the sum of the three sides are not allowed on board. The provisions for the waterborne services apply as per the point below.

VII.       Baggage items, including shoulder-bags and packages must be placed on the floor or in the designated areas so as to not inconvenience the other passengers. Baggage and packages must not be placed on the seats or in any other way that may inconvenience their use or obstruct the passageways.

VIII.     The transport is forbidden of materials which are hazardous, bad-smelling or which can dirty the means or inconvenience other passengers.

IX.        The transport of baggage indicated under paragraphs  I-II-III-IV and V can be refused at the unquestionable judgment of the driver/captain if the means is crowded or if it may prejudice passenger safety on board or the transport service.

X.          Actv is not in any case liable for the theft or loss of personal items of the customers or their baggage and/or their contents, during transit or while waiting for the means.

XI.        Any items found will be kept for at most 7 (seven) days, after which they will be delivered, as provided by the Law, to the dedicated offices of the municipal council in which the property was found.

Goods transport on the vessels

Considering the particular mobility needs of persons and goods on water, the transport of goods is allowed on certain waterborne means and routes, according to the special rules of ACTV and the current standard fares.

I.            The goods must be kept in suitable containers and may be transported on trolleys. They must not cause damage and/or annoyance to persons and things, or damage the ACTV means.

II.           The transport of the goods must be authorised by the on-board person in command, on his/her unquestionable judgment.

III.          The goods must be place on the floor or in the designated areas indicated by the on-board personnel, so as to not inconvenience the other travellers.

IV.        It is prohibited to transport materials which are hazardous, bad-smelling or which might dirty the means or disturb the passengers.

V.         ACTV is not liable for the theft or loss of the goods transported.

VI.        The transporting of bicycles, mopeds and motorbikes is allowed on some waterborne services at the set fares.

Motor vehicle ferrying

The transport of vehicles is allowed on the waterborne network by car-ferries, according to the rules and the limit set by the competent authorities. The fares are defined in relation to vehicle dimensions. They do not include the driver and VAT is applied on top. Single tickets can be purchased.

For vehicles and motobikes/scooters whose owners live on Venice Lido and Pellestrina, provision is made for travelcards of 10 and 40 journeys at the conditions and fares defined in the fares table.

The discount fares apply also to vehicles owned by companies with registered offices on Lido or Pellestrina.

 

         6.      TRANSPORT OF ANIMALS

I.       Free transport is allowed, per passenger, of a maximum of one of the following:

·      Guide dogs for the Blind, always with muzzle;

·      Small dogs provided they are held and muzzled;

·      Only on the waterborne services, other dogs provided are muzzled and held on a leash;

·      other small animals (cats, birds etc.) provided they are kept in cages or other small containers not exceeding 120 cm as the sum of the three sides.

II.          On purchasing a ticket at the same fare as that of passengers, customers can take animals provided they are kept in suitable boxes, cages or other containers of dimensions not exceeding 150 cm as the sum of the three sides.

III.         The cages and boxes must prevent even only accidental contact physical with the outside during transit and must be held and moved so as to not cause inconvenience and/or damage to persons and things.

IV.        The transport of the above mentioned animals (except for guide-dogs) may however be limited or refused on decision of the delegated staff in the case of heavy overcrowding of the means or if their carriage may be deemed hazardous to passenger safety.

V.          In any event, the customer responsible for the animal, is solely responsible for any damages caused to things and/or persons as a direct or indirect consequence of behaviours or events caused by the animal.

 

      7.      CONDUCT ON BOARD THE MEANS AND AT THE STOPS: SAFETY STANDARDS, PROHIBITIONS AND SANCTIONS

I.            For all matters not specifically provided for or referred to below, the provisions and penalties shall apply as per Presidential Decree No. 753 of 11/07/1980 regarding the policing, security and regularity of transport services.

II.          Land-bus services: as most of the stops are “request” stops, when buses approach, customers must signal, with a wave of the hand, to request the bus to stop.  Instead, on-board customers must give prior warning to the driver when approaching their desired stop by pressing the button (to activate the acoustic and/or light) inside the bus/tram.

Tram service: the stops are mandatory so customers do not need to request any stops. 

Waterborne services: when approaching the desired stop, customers must walk to the disembarkation area. 

III.         For bus/tram services, where all or part of the journey is spent standing, customers must steady themselves using the provided hand-supports on board the vehicles. ACTV cannot be held liable for any damage or injury suffered by customers who, when standing, do not hold on firmly to the supports.

IV.        Customer must exercise all precautions and look after, as far as is reasonably possible, their own safety and that of the persons, animals and items in their charge.

V.          The staff has the right to deny access to the means or request that customers alight - without the right to any refund - if they: are in a state of obvious intoxication, act indecently, cause a public scandal or disturb the other customers, or who nevertheless refuse to comply with the requirements of order and safety of the services provided by ACTV, or if they fail to comply with these Conditions of Transport. 

VI.        Customers are required to give up their seats to the disabled, who are provided with reserved seats (Art. 27 Law n. 118 of 30.3.1971), and to favour the elderly, expecting mothers and parents with children.

VII.       Talking with the on board personnel is allowed only to ask questions about the service and in the event of problems (e.g. illness, pickpocketing, harassment, systems failures).

VIII.     It is forbidden for all customers (offenders being liable to pay fines under Presidential Decree 753/1980) to:

a)     get on or off the transport means through doors or places other than those designated by signs on the inside and outside of the means, and when it is in motion;

b)     occupy more than one seat or obstruct exits or passageways, against the instructions of the company’s personnel;

c)     open the windows of the means if it disturbs other customers;

d)     throw anything out of the windows (fines are increased when this is done while the means are moving);

e)     lean out the windows when the means are moving;

f)      smoke on board the means, at the stops and other premises of the company;

g)     activate - except for in cases of serious and imminent danger - the emergency commands for opening the doors or any other emergency device on the means and highlighted as such;

h)     cause damage of any kind to the means or company’s premises/facilities;

i)       place on the company’s premises, or carry onto the transport means, cylinders of compressed-, liquefied- or dissolved gas, explosives of any kind, and materials that are flammable, harmful, corrosive or contaminating;

j)       board the transport means with animals, weapons, materials, objects and enclosures that, due to their size, shape or nature, can cause disturbance or hazards for the travellers and/or potentially harm them;

k)     distract the staff while driving/sailing the means, prevent or hinder staff in carrying out their duties;

l)       ask driver/captain to get on or off at a non-authorised and designated stop;

m)    sing, play or behave in a rowdy manner, beg from or trouble other customers in ways likely to cause disturbance or inconvenience;

n)     board the means under the effects of alcohol or in a physical/mental condition which is inappropriate for a proper use of the service, or which might be harmful to themselves or to others;

o)     undertake, without specific authorization, any activity of selling or distribution/posting up of objects or printed materials for advertising purposes;

p)     board the means dressed in dirty, smelly or indecent clothing or with clear signs of contagious illness or open wounds that may damage or cause a nuisance or repulsion to other passengers, except in cases of emergency. 

IX    Persons who refuse to comply with the requirements of order and safety given by the service personnel may be expelled from the means or company’s premises.

 

      8.      FINES FOR TICKET IRREGULARITIES

I.            As required by the law (Regional Law 25/1998 and subsequent amendments) customers of the local public transport services are required to obtain a valid ticket and validate it also at the beginning of each leg of the journey, in accordance with the specified requirements, and to retain it for inspection for the full duration of the journey.  In case of breaches, customers must pay both the normal ticket at the ordinary fare, calculated from the departure terminal station to the point of alighting, plus an administrative fee set by the competent authorities.

II.          For the procedures of inspection, notification and collection, please refer to the national and regional laws and the contents of summary report prepared by Actv’s inspection personnel.

III.         Inspections are carried out in compliance with Regional Law 25/98 by inspectors who, in that role, perform the function of administrative police officer, involving the rights and duties of a public official. 

IV.        Customers who are fined due to irregularities of their tickets are required to provide inspectors with their personal details, which can be ascertained by way of a valid identity document.

V.          Offenders have the right to discharge their obligations by paying the inspector the legally-applicable penalty plus the amount of the ordinary fare. The inspector will issue a copy of the official report by way of receipt.  For minors, the provisions of Law 689/1981 apply.

VI.        If the customer cannot or does not intend to pay the inspector, the inspector will write a report containing the general information provided by the offender.  As per Articles 494, 495 and 496 of the Italia civil code, the personal data must be correctly provided.  Customers have the right to add their own statement to the report, which they will sign and receive a copy. 

VII.       Refusal to provide identification will involve the application of penalties laid down by Art. 651 of the Italian Penal Code.

VIII.     The falsification, use of forged or altered tickets will lead to the application of the penalties under Arts. 462, 465 and 466 of the Italian Penal Code.

IX.        False statements will lead to the application of the penalties under Art. 496 of the Italian Penal Code.

       9.      PUBLIC TIMETABLES AND NOTICES

I.            Customers are required to read the notices on display in ACTV waiting areas in waterbus stops, land-bus shelters, as well as sometimes on board the means, and in agencies or resellers authorized by Actv.

II.          The official times of departure and transit of the means are displayed at the main stops boards and are published in the periodical publications of Actv or Actv-group companies, as well in the company’s websites (www.actv.it e www.hellovenezia.com) and available by telephone from the Hellovenezia call-center on 041-2424.  ACTV is not responsible for timetables published by third parties.

III.         The times given to the public and those indicated in the ACTV publications may be changed temporarily without notice in cases of force majeure or public necessity.  The transit at the stops and arrival times at the terminus are indicative, as they are influenced also by factors and causes beyond the control of ACTV, which thus declines all liability for missed connections with respect to the scheduled times.

IV.        Customers will be notified, as required by law, of service disruptions due to legitimately-called strikes.

V.          Only the connections stated in the official timetable as such are considered as connections.

VI.        When connections are missed due to Actv’s fault, Actv will authorize the continuation of the journey, possibly in another way, to allow customers to reach their destinations and without paying any price difference for the longer route.

 

      10.  RULES REGARDING REFUNDS

I.            Customers will be entitled to reimbursement of tickets limited to the value of travel documents paid, in cases where, for fault of Actv, the service has been suspended without prior notice to users through the newspapers or notices at the company’s main premises.

II.          The rules of law are applied when granting these refunds.

III.         Specific forms of refunds may be made or stated for special tickets (booking services etc.).

IV.        In the case of fare changes, expired tickets are refund by their replacement, within 6 (six) months from the date of the new fare coming into force. New tickets are issued subject to possible cash adjustment.

 

     11.  CUSTOMER FEEDBACK AND COMPLAINTS

If customers are dissatisfied with ACTV’s services, they may submit suggestions or complaints in the following ways:

•   by using the dedicated form available from the Hellovenezia agencies at Piazzale Roma and Mestre, and at the Actv bus depots of Chioggia, Dolo and Venice Lido island. The completed forms can be put into the collection boxes at the Hellovenezia agencies at Piazzale Roma and Mestre or sent by fax to +39-041-5207135;

•   using the complaints register available on request on all the vessels;

•   by letter addressed to: “Direzione Actv, Isola Nova del Tronchetto, 32 – 30135 Venezia, Italy”;

•   by e-mail to: direzione@actv.it;

•   by fax to: +39-041 5207135.

The information must contain the name and postal address of the customer.

Details should also be given of the reported incident (for example: time, service/route number, land/waterborne service, direction the customer was travelling in etc.).

ACTV will provide a comprehensive written response to the customer complaints only to a physical land address, within 30 days from receipt.

Complaints that are incomplete or contain inappropriate content will not be answered.

 

         12. PUBLICIZING THE GENERAL TRANSPORT CONDITIONS

These General Transport Conditions and all changes thereto, will be:

-            published on the site www.actv.it and in the timetable booklets of the water- and land-transport services;

-            displayed or made available at all Hellovenezia ticket desks;

-            displayed at waterbus stops.

 

         13. DATA PROTECTION

Actv SpA informs that the personal information of its customers, however collected for direct or indirect provision of public transport services (e.g. issuing IMOB cards, managing complaints, customer satisfaction surveys etc.) are processed lawfully and in accordance with the Italian data-protection or “Privacy” Code (Legislative Decree no. 196/2003).  These personal data are handled exclusively by personnel specifically assigned to its processing (Articles 29 and 30 of Legislative Decree  196/2003) through information technology, and electronic and manual methods, so as to ensure the security and confidentiality of the data.  The data may also be transmitted to third parties to meet the obligations under the service contract between ACTV and local authorities, as well as for the purposes expressly authorized by customers. 

Actv informs that according to article 7 of Legislative Decree 196/2003, customers have the right to have their personal information deleted from our files. We also inform that as per Article 13 of the data-protection code, the failure of customers to provide us with personal data or to request its deletion from our records may in some cases result in our not being able to ensure the provision of transport- or other requested services.