Saco

Passenger Rights

Dear Customer, by clicking the link below you can access the summary document of Regulation 181/2011 on Passenger Rights: 

Document

Additionally

Please note that it is possible to submit reports to the Transport Regulation Authority, under Regulation (EU) No. 181/2011 concerning the rights of passengers travelling by bus (N.B. only after having first filed a complaint with Saco Srl and after 90 days have elapsed since it was sent), by registered mail to Via Nizza n. 230, 10126 - Turin, or by email to one of the following addresses.

• pec@pec.autorita-trasporti.it
• reclami-bus@autorita-trasporti.it

or by using the dedicated online portal (Site), available on the Authority's website.

For more information, visit www.autorita-trasporti.it

Submit a Complaint

To submit a complaint, you can send the following form by registered mail or by PEC/email:

Download complaint form

Alternative dispute resolution – the ART platform is now active
News 2447 (April 3) – Following up on previous communications (see most recently the Anav news of 6.3.2023), please be advised that, as of today, the «ConciliaWeb» platform is operational through the website of the Transport Regulation Authority. This is the online tool adopted by the Authority for the non-judicial resolution of disputes between users and transport service operators (see Anav circular 50/2023). ART's ADR procedure rules require that, before going to court, conciliation must first be attempted before the ART “Conciliation Service”, or alternatively before Chambers of Commerce that have signed the ART-Unioncamere agreement, or before another ADR body under the Consumer Code. For the bus transport sector, users retain the option of filing second-instance complaints with the Authority, for the purposes of its sanctioning powers regarding carriers' violations of the EU Regulation on the protection of passenger rights. Accreditation to the «ConciliaWeb» platform by industry operators and consumer associations is currently underway. Finally, please note the email address made available by ART for requests for clarification on how the platform works and for support (Supporto_conciliaweb@autorita-trasporti.it). For more information, see the ART Conciliation Service section.