Tickets and Travel Passes

The weekly pass allows unlimited travel without time restrictions and lets you board or alight at any intermediate stops along the route for which it was issued.

To validate a travel pass purchased at a retail outlet, the holder must write their identification card number in the designated space on the pass and validate it upon first use.
The pass must be validated on the first journey and kept together with the identification card issued by the Company.

The weekly passes can be of two types:

• 5-Day Weekly Pass: valid from Monday to Friday and not available for students.
• 7-Day Weekly Pass: valid from Monday to Sunday.

The monthly pass is valid from the first to the last day of the month, including holidays. It allows unlimited travel without time restrictions and permits boarding or alighting at any intermediate stops along the designated route. To validate the pass, the holder must write their identification card number in the designated space on the pass and validate it upon first use. The pass must always be carried together with the identification card issued by the Company.

The Annual Pass allows unlimited travel without time restrictions and lets you board or alight at any intermediate stops along the designated route. There are two types of Annual Pass available:

• Ordinary Annual Pass: valid for twelve months from the month of issue.
• Student Annual Pass: valid from September 1st to June 30th. For the 2024/2025 school year, the validity has been promotionally extended until August 31st by the transport companies.
• Integrated Annual Pass: allows unlimited travel on the selected extra-urban route and on requested urban services, with no day or time restrictions.

Tarif integrations between carriers and agreements are active to facilitate the purchase of passes, consult company websites for detailed information. We remind you that SUBSCRIPTION travel tickets must always be accompanied by an appropriate identification card, issued by <strong>Autoservizi Locatelli SRL</strong>.

The card displays the fare and route for which it was issued. The pass must indicate the card number and must be validated on board the bus upon first use. Both the card and the pass are personal and non-transferable, and must be presented when boarding the bus or during inspections.

To promote the use of public transport, the Lombardy Region offers citizens four types of subsidised travel documents.

I travel with family

Occasional: It is a ticket that allows children up to 14 years old to travel free on all public transport services when accompanied by a relative (parent, sibling, uncle, or grandparent) holding a valid ticket for the same route.

Monthly and Annual Ordinary Passes This is a discount for families with two or more children under 18 who hold a pass with a public transport company operating in Lombardy. To access the discounts available for the second child and onwards, the first child must have a monthly or annual full-fare pass issued by any public transport operator within the Province or Region.

The following discounts are available:

• The second child receives a 20% discount on the price of the corresponding full-fare pass;
• The third and subsequent children receive a free pass with a price lower than the subscription on which the 20% discount is recognized for the second child.

The discount is applied to the passon sold at a lower fare than the first subscription (according to the principle that a greater discount is applied to the cheaper subscription.)

To benefit from the discount, you must present a self-certification form indicating your family status and the relationship between the family members holding the passes mentioned above. The discounted or free pass must be purchased from the company providing the service you are interested in. At each purchase, the applicant must show proof that the subscription for the first child (and the second, if applicable) has been regularly renewed.

I travel anywhere in Lombardy

Daily and multi-daily: This is a personal ticket issued and printed by Trenord, allowing travel on all road and rail public transport services (2nd class), both urban and extra-urban, within the Lombardy Region. It does not cover Intercity trains and higher categories, airport connections, lake navigation on Como, Garda, and Maggiore, or tourist cable cars. The ticket can be purchased at Trenord offices, has no expiration date, and can be used any day of the year after validation on board.

It comes in four types, each with the following validity periods:

• Daily: valid on the day of validation until the end of service.
• Two-day: valid on the day of validation and the following day, until the end of service.
• Three-day: valid on the day of validation and the following two days, until the end of service.
• Weekly: valid on the day of validation and the following six days, until the end of service.

Monthly, quarterly and annual: This ticket allows travel on all road and rail transport services (2nd class), both urban and extra-urban, within the Lombardy Region. It can be combined with the monthly CartaPlus Lombardy to access IC-EC trains and similar services, the Malpensa Express, and first-class regional trains. It must be accompanied by a specific electronic card, which also serves as a personal ID card on provincial networks, issued by Trenord.

It comes in four types, each with the following validity periods:

• Monthly: valid in the month of validation, from the first to the last day of that month.
• Quarterly: valid in the month of validation and the following two months, from the first day of the validation month to the last day of the third month.
• Annual: valid from the day of validation for the following 12 months.

Complaint procedure

Complaints, suggestions and information requests must be addressed directly to the headquarters of Autoservizi LOCATELLI S.r.l. The competent Office at the Bergamo headquarters - via Furietti n. 17- tel. 035/31.93.66, is open every weekday with the following hours:

• Monday to Friday 8.30 - 12.30 and 14.30 - 18.30
• Saturday from 8.30 to 12.30

Customers can submit their complaints and suggestions in writing, directly to the Customer Manager at the headquarters of Autoservizi LOCATELLI S.r.l. or by filling out the appropriate form that you will find by clicking here.

When submitting the complaint, the customer must indicate their personal details and provide all the information in their possession regarding what they believe to be the subject of violation. The Company undertakes to process all written requests, with a reasoned response, within 30 days from the date of receipt, except for the need for particular feedback and investigations. In any case, brief responses will be provided by telephone for any situation where it is possible to give an immediate response.

Both complaints and suggestions are potentially useful indicators for concretely considering user satisfaction and expectations, in conjunction with other means used by the Company (e.g.: customer satisfaction survey). However, their role should not be overestimated as they must be carefully investigated, case by case, in order to ascertain their degree of reality and truthfulness before:

• providing a response to the user;
• adopting any corrective or preventive decisions.

In this perspective, complaints and suggestions, which are also useful tools for continuous quality improvement, are managed in the Company within the same structure responsible for quality, which maintains the related records for the required period.

Refund procedure

No refund is due when the delay or service interruption is due to circumstances and factors beyond the Company's control (natural disasters, weather events, road interruptions, vehicle breakdown).

A refund may be provided when:

• The service is cancelled without prior notice.
• Delays attributable to the Company occur that cause serious and proven damage to the customer and in particular for the Extra-urban service, when the departure is delayed by more than 60 minutes and there are no other trips departing in the same time frame.

• The refund will be equal to the value of the paid travel ticket document.
• In case of taxi use, a maximum amount up to 3 times the cost of the company trip that should have been used will be reimbursed, upon presentation of receipt.

NB: Refund requests must always be submitted in writing to the Company Management.

Procedure for claiming compensation for personal injury or property damage (Insurance coverage)

Autoservizi LOCATELLI S.r.l. provides compensation for any damage to property or persons arising from its civil liability in the following cases:

• Damage involuntarily caused to third parties by vehicle circulation.
• Damage caused to passengers while on board the bus.

To access possible reimbursement for damages suffered, the customer must:

• Immediately contact the driver of the vehicle involved, report the damage suffered, and provide your personal details, a description of the damage, and any contact information.
• Contact the Autoservizi LOCATELLI S.r.l. Claims Office at the company headquarters to report the accident and handle the procedures
• Reach out to the insurance company to begin the claims process.