Contacts

 

This website contains all information regarding routes and lines of transportation, rates, timetables and changes in services, and general information about the public transportation system. You can also call the Hellovenezia call centre, open every day from 7.30am to 8.00pm. Tel. (+39) 041.24.24 (local rate). It is possible to ask information using the web formclick here 

For emergencies:

For urgent communication at night the following numbers can be used: 800845065 (toll-free)  for the Navigation Service and (+39)041 2722724 for the Bus Service.

Network information, timetables and travel documents are also available:

- at Venezia Unica points of sale at the waterbus stops and on the mainland

- on the bus stop poles

- at the waterbus stops

- by our company social networks you can find on the Be Social page

- through AVM Venezia Official App

To file a complaint and receive feedback regarding any shortcomings or irregularities in the conduct of the transportation service, you must give your personal details, postal address and a brief description of the facts, and provide the necessary information to enable us to verify the incident (stop, route, direction of the vehicle, number or name of the means of transport used).

Actv will send you a reply within 30 days of receipt of the web form.

Furthermore, to bring to our attention problems regarding the timetabling of the service, maintenance to vehicles or facilities, or to provide evidence of positive actions and behaviours and/or helpful ideas, please send us a report or a suggestion, which will be recorded and passed on to the relevant departments in order to improve our service.

Reports and complaints can be made using:

• the web form: click here

• the Register of Complaints - available upon request on board all vessels;

• the form available at the bus depots in Chioggia, Dolo and Lido;

• by letter addressed to: Actv, Isola Nova del Tronchetto, 32-30135 VENEZIA;

NOTICE: Incomplete complaints, or complaints with inappropriate content, will not be investigated. All disputes of fines imposed by our inspectors must be submitted in writing to the authority responsible for the service concerned (Venice municipality "Comune di Venezia", Metropolitan City of Venice "Città Metropolitana di Venezia", Chioggia Municipality "Comune di Chioggia"). For further details please refer to the relevant section.

 

Annual season tickets

Request for a refund of an annual season ticket can only be made for the following reasons:

• Change of residence - within 10 months following validation of the season ticket;

• Change place of employment - within 10 months following validation;

• Change of or withdrawal from school - within 6 months following validation;

• Illness or injury of over 6 months;

• Death of the subscriber;

NOTICE: For request for compensation for damage please go to the relevant section on the Contacts page. For further details please refer to the relevant section.

Non-refundable tickets

• Valid tickets are not refundable;

• Tickets unused due to reasons attributable to the customer are not refundable;

• Tickets unused due to suspension of service in the case of staff industrial action are not refundable;

Requests for refund can be made using:

• the web form:  click here

• the form available at the Venezia Unica points of sale in Piazzale Roma and Mestre;

• the form available at the bus depots in Chioggia, Dolo and Lido;

• by letter addressed to: Actv, Isola Nova del Tronchetto, 32-30135 VENEZIA;

 

For bus, tram and waterbus transportation Actv has stipulated specific insurance policies for risks of civil liability for damages that may occur to persons, property or animals during journeys, and in particular:

- Motor Third Party Liability insurance policy (RCA - responsabilità civile autoveicoli) for buses and vessels of less than 25 tonnes;
- Third Party Liability insurance policy (RCT - responsabilità civile verso terzi) for trams, landing points and vessels over 25 tonnes.

To open an accident or personal injury process (collision between vehicles and/or injured persons) it is necessary to make a specific request to Actv by sending notification to one of the following addresses:
- Actv Spa - Isola Nova del Tronchetto, 32 - 30173 Venezia
direzione@actv.it

The notification must include the following information:

- name, surname, copy of identity document, social security number, a copy of the travel document, telephone number and postal address of the injured party;
- description of the episode with particular regard to the location, date, time, the route, the means of transport or the stop concerned.
- in case of accident between vehicles: vehicle data (vehicle type and licence plate), owner data, insurance data (insurance company and no. of policy including expiry date)

Upon initiation of the accident or personal injury process, Actv will provide written notification containing all relevant information and the procedure to be followed to the insurance company of the claimant.

Note that, in the absence of identifying details of the injured party and of the episode for which compensation is claimed, this notification will not be given over to the insurance company.

Actv advises explicitly that it will not accede to requests for compensation for damage resulting from waves and splashes of water caused by wave motion in the lagoon resulting from natural events and/or acts of third parties for whom Actv is not responsible.

 

Any requests for the annulment of administrative fines must be submitted no later than 30 days from the dispute / notification of infringement, to:

- Comune di Venezia - Ufficio Contenzioso – Ca’ Farsetti - S.Marco, 4136 - 30124 Venezia, (for Mestre Urban, Lido and Navigation services)
- Provincia di Venezia – Ca’Corner – San Marco, 2662 – 30124 Venezia, (Linee del servizio Extraurbano)
- Comune di Chioggia – Corso del Popolo, 1193 - 30015 Chioggia – VE, (Linee Urbane Chioggia)

NOTICE:  The payment of a fine does not permit to dispute the same.

For detailed information on administrative sanctions click here

 

Actv officies

T. 041 272 2111 Mon-fri from 8.00 am to 2.00 pm.

Formal notifications can be submitted to the following certified email address: protocollo@pec.actv.it"