Passengers Complaints
Right to complain and how to lodge a complaint in accordance with Regulation (EU) 181/2011
Passengers may lodge their complaint within ninety days after the event has occurred. The Carrier shall respond no later than thirty days from the receipt of the complaint, whether the complaint is upheld, rejected or still under review. In any case, the complaint shall be resolved and a definite response shall be provided within ninety days of receiving the complaint.
The aforesaid delays shall not apply to issues related to compensation for death or personal injury and for lost or damaged luggage due to accidents.
Complaints shall be lodged in writing and sent by registered mail with return receipt (see address specified below), or they may be presented by filling in the electronic form below.
Only in a second instance, and whereas no response has been provided by the Carrier within ninety days of receiving the complaint, passengers may request the intervention of the Tranport Regulation Authority under Regulation (EU) n. 181/2011, by sending a registered mail with return receipt to Via Nizza 230, 10126 Turin or by writing to one of the following e-mail addresses:
Complaints may also be lodged by the Telematic complaints acquisition system (SiTe) of the Tranport Regulation Authority. For more information, please visit the page www.autorita-trasporti.it.
Carrier addresses
BusCenter: Via Libertà 171 – C.A.P. 90143 Palermo (Sicily) – ITALY
Onbus: Via Libertà 171 – C.A.P. 90143 Palermo (Sicily) – ITALY
Segesta Autolinee: Via Libertà 171 – C.A.P. 90143 Palermo (Sicily) – ITALY
Sicilbus: Via Libertà 171 – C.A.P. 90143 Palermo (Sicily) – ITALY
