On this page, you will find information on how to request ticket refund and travel passes for problems with our purchasing systems, tickets or travel passes travel cards (subject to our verification). A recommendation: always keep the ticket or travel card where your travel pass is loaded carefully. Follow the tips on this page (Italian).

Malfunction of vending machines

• If you have not received change but you have the receipt, take it to the ATM Point of Duomo (book the appointment and wait at least 24 hours from when you took the receipt)
• If you have not received change or even the receipt; or if the banknotes, ticket or travel card are jammed; or if you have paid but the ticket has not been printed or the travel pass has not been topped up, please fill out this form 

Parking meter malfunction

If you had problems paying for parking , please fill out this form.

Malfunction of Turnstiles or validators

• If your ticket is jammed , please fill out this form
• If the ticket does not seem to be working due to reasons other than deterioration or carelessness (the holder of the travel documents is responsible for keeping them intact), take the ticket to one of our ATM Points (book an appointment).

Problems with credit card payments

• If a technical problem with the turnstile prevents you from reading your card or smart device and therefore does not allow you to enter or exit, or
• if you find payments abnormal (save the card on areariservata.atm.it to check the costs and the reasons for each payment)

In these cases:
1. Bring your card, watch or phone to one of our ATM Points for a check
2. Fill in this form if the inspection ascertains any anomalies

Problems with payments from the ATM website

• If you have paid but have not topped up your travel pass, or
• if there are several payments for the same payment

Fill out this form.

Problems with app payments

If the tickets have disappeared from the app (check before you have not printed the carnet. If you print it, it is normal for the carnet to disappear, because you have to use the printed one) fill out this form.

Refund of partially used or unused tickets and travel passes

The regional fare regulation establishes that public transport operators refund tickets and travel passes according to the methods reported on this page.

:: Ordinary and day tickets not yet validated

90% of the fare is refunded. Instead of returning the money, the passenger can choose to use the refund to purchase another ticket. In this case, 100% of the fare is recognized.

:: Weekly and monthly Travel passes before the start of their validity

90% of the fare is refunded. Instead of returning the money, the passenger can choose to use the refund to purchase another ticket. In this case, 100% of the fare is recognized.
Example: if you request by 30.11.2020 the refund of an ordinary urban monthly pass, valid from 01.12 to 31.12.2020 worth € 39, the refund will be equal to 90% of € 39, or € 35.10.

:: Carnet

90% of the total is refunded, which is obtained by making the difference between the fare of the carnet and the sum of the fares of all the tickets that would have been used to make each of the trips already made individually. Instead of returning the money, the passenger can choose to use the refund to purchase another ticket. In this case, an amount equal to 100% of the residual value of the returned carnet is recognized.
Example: if you ask for a refund of a Mi1 – Mi3 carnet worth € 19.50 with 6 trips already made, the refund will be equal to 90% of the difference between € 19.50 and the sum of 6 Mi1-Mi3 tickets of € 2.20, or 90% of € 19.50 - € 13.20 = € 5.67.

:: Annual Travel passes

100% of the total is refunded, which is obtained by making the difference between the fare of the travel pass and the sum of the fares of the monthly travel passes that would have been used to cover all the months already used. Partially used month counts as fully used.
Example 1. If you request a refund of an urban annual pass expiring on 31 August on 30 April 2020, the value of the travel pass will be deducted from the fee, calculated at the full fare, for the months enjoyed up to and including April 2020: the refund is equal to € 18, i.e. € 330 - € 312 (€ 39x8).
Example 2. If you ask for a refund of an urban annual pass expiring on 31 July 2020 on 30 April 2020, you will have used 9 months and you will not be entitled to a refund as the fee for the non-refundable months would amount to € 351 (€ 39 x9) and therefore higher than the value of the travel pass (€ 330).

:: Request a refund: online or at ATM Points

The refund of annual travel passes can be requested in the Personal area, on the Ask for a refund page.
Refunds for weekly and monthly travel passes can only be requested at ATM Points (they receive by appointment, book from the app by filling out the form found at the ATM points.

Money refunds are made only by bank transfer. For passengers under 18 years of age, the refund must be requested by a parent or guardian. Magnetic tickets are refunded only if integrated and correctly stored.
To request a refund bring with you:

• IBAN code
• the ATM travel card and a photocopy of it
• a photocopy of the identity document
• a photocopy of the identity document of the current account holder (if different from the travel card holder)
• If you delegate someone, the person must bring with them the printout of the proxy and a photocopy of their documents and the travel card holder

:: When to ask for a refund

• Weekly travel passes: the request must be submitted at the ATM points before the start of the validity of the travel pass
• Monthly travel passes: refund requests are accepted submitted at ATM points by the 5th day of the month of validity (at the ATM Point it is verified that the travel pass is not validated)
• Annual Travel passes: unused monthly payments are refunded. Please note that the month in which the request is submitted is not refunded. The refund starts from the month following the one in which you are requesting it.

 

 

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