GENERAL TRANSPORT CONDITIONS
The Local Public Transport Service (LPT) is provided by Azienda Veneziana della Mobilità S.p.A. (AVM or “Carrier”) through its subsidiary company ACTV S.p.A. (ACTV or “Carrier”), applying and observing the following “General Transport Conditions.”
Perfect LPT service is dependent on maximum safety, punctuality, and on AVM customer behaviour. Customers must abide with “General Transport Conditions” described hereafter, and comply with notices, requests and provisions relating to AVM service order and safety, and in specific cases, by ACTV and AVM personnel. Lastly they must comply with the rules and regulations laid out in national and regional laws (Veneto Region) as well as provided by other competent Authorities.
• “Venezia Unica Electronic ticket” (or “Venezia Unica ticket”): electronic support (chip on paper)
• “Rete Unica ticket”: permits travel for a limited time starting from moment of validation and is valid for the whole urban network in the Venice council area; can be loaded only on the Venezia Unica pass (or imob pass) enabled as “CartaVenezia”;
• “CartaVenezia”: authorisation on Venezia Unica pass for loading reduced-priced tickets valid on the entire urban network in the Venice Council area, and reserved only for regular customers;
• “Customers”: refers to the person using the public transport service;
• “General transport conditions”: the set of terms, conditions and provisions contained herein, governing operations and methods of access and use of public transport, establishing obligations and liabilities of Carrier and passengers;
• “Contract”: a transport contract between customer and AVM stipulated at moment of ticket purchase, and initiated when customer boards the means of transport;
• “Hellovenezia”: the official Call Centre in Venice(+39 041 24.24);
• “Route”: the route travelled by the transport means from departure to arrival, including all stops in between;
• “Means”: trams, buses and watercrafts used for AVM LPT service;
• “Fare” or “Price”: the fee paid by the customer to purchase the ticket;
• “Customer Profile”: identifies applicable customer category (ordinary, student, island resident);
• “Network”: set of interconnected functional Lines/Routes;
• “Service”: land and water transport service supplied by AVM in compliance with the provisions laid down in Service Contracts signed by AVM and Commissioning Authorities;
• “Ticketing system”: contactless electronic ticketing system used by Actv S.p.A. to store information on transport agreements;
• “imob.venezia electronic pass” (or “imob pass”): long-lasting electronic support (smart card), rechargeable until its final expiry date; document or instrument for memorizing information related to transport contracts;
• “Venezia Unica electronic pass” (or “Venezia Unica pass”): long-lasting electronic support (smart card), rechargeable until its final expiry date; document or instrument for memorizing information related to transport contracts;
• “Travel document” or “ticket”: a document loaded on Venezia Unica Pass, imob pass and Venezia Unica electronic ticket to be validated to execute the Transport Agreement between the Customer and the Carrier;
• “LPT”: Local Public Transport;
• “Validation”: the act of validating a ticket on the appropriate machine, thereby allowing the customer the right to begin and/or continue his/her journey;
• “Venezia Unica”: a platform for selling local public transport tickets and tickets for events, i.e. a sales network (agencies, ticket offices and online platform);
• “Trip” or “Journey”: itinerary chosen by customer wanting to travel within the network, using the Carrier’s LPT services.
Customers using AVM transport must abide with Regional Law no. 25, Art. 37 as at 30/10/1998 with subsequent amendments and integrations, and buy a valid ticket according to the current fares for the chosen trip. The trip as described in paragraph II below is defined as beginning when the customer boards the means, and ends after the customer alights from means.
a) must/should be purchased by client from a Venezia Unica sales point, authorized sales points/agencies, automatic ticket vending machines, Venezia Unica.it online portal and actv.it website (Clic&Bip system) before boarding, otherwise, it can be purchased on board when necessary;
b) must be validated on the validating machine before accessing the floating pontoon (for the waterbus sector) or, immediately on board (for the bus/tram sector); access to the floating pontoon or to the means without an ordinary validated ticket may result in a fine inflicted by ticket inspectors, except as otherwise established in the following paragraphs involving impossibility to pre-purchase the ticket or the malfunction of validating machines;
c) in the waterbus sector, on-board personnel will validate tickets when/if validating machines are faulty; in this case, the customer must ask the sailor to validate the ticket when getting on board;
When it is impossible to pre-purchase tickets (no open ticket point or automatic vending ticket machine), on-board personnel will sell and simultaneously validate tickets; in this case, the customer must ask the sailor to sell a ticket when getting on board;
d) is non-transferable and must be kept for the entire duration of the trip;
e) must be shown on request to AVM inspectors or other delegated persons showing valid identification, legally appointed by AVM to inspect tickets and promote service safety;
f) can be confiscated by AVM personnel after checks and inspections proving irregularities.
The customer must check receipt and change at moment of purchase before leaving ticket office.
The customer’s right to travel ends, when getting off the means, except for:
a) holders of time-limited travel cards. These tickets are valid for travelling a specific period of time on any line being part of the Venice urban transport services, with the possibility to change and use means, even intermittently;
b) holders of section route tickets (extra-urban service), are allowed to travel between two destinations within the area covered by the transport network; and they also have the possibility of changing means with other connecting services belonging to the same transport network, up until completion of journey. The cost of the ticket is divided into price ranges (sections) according to routes.
• holders of extra-urban tickets initially validated on extra-urban lines, may complete their journeys within the Mestre urban network (except for connections to Venice) in the time allowed by the specific ticket starting from its first validation;
• holders of extra-urban tickets initially validated on the Mestre urban network, (except for connections to Venice) may complete their journeys on extra-urban services in the time allowed by the specific ticket starting from its first validation.
The pass/subscription is issued for travel on sections and/or specific network(s). It has a validity period, and is subject to validation for every service access. The time validity of the pass is usually monthly or annual, and starts on the first day of the month, of the period for which it is purchased. The pass is memorized in the Venezia Unica/imob card that shows the holder’s identification data, the card expiry date and the matching Customer profile (the latter contained in the micro-chip). Subject to compatibility with customer profile, the Venezia Unica/imob card can store any pass type provided by the operator. The pass is personal and can only be used by the holder of the Venezia Unica/imob card, except in the case of non-personal passes and cards. The Venezia Unica card/pass is issued upon client’s request at the dedicated Venezia Unica ticket offices, after filling out the appropriate form with personal information, other requested information, and providing necessary certifications.
Venezia Unica pass has a five-year validity. During the validity period, instead of a new card, the holder may request a profile change on the already-issued card, documenting, where necessary, his/her new status.
If a type of pass allows a card holder to travel only on certain services, the holder may also use other services limited to sections of corresponding routes.
Fares and types of tickets in force are approved regularly by relevant bodies, according to current laws in the Veneto Region.
The following categories are allowed unrestricted travel:
a) those having rights according laws and regulations in force, able to produce a suitable identity document and Venezia Unica/imob pass;
b) children up to the age of six – on the Venice municipality urban network, and children up to the age of four on other services.
Passengers with reduced mobility, travelling in wheelchairs shall pay the CartaVenezia fares on navigation network services. The ticket also includes the cost for the person accompanying the wheelchair passenger.
3. AVM’S LIABILITY
AVM shall not be liable to the customer in the event of any delay, or total or partial failure to provide LPT services because by uncontrollable circumstances, and/or on grounds of public order and security, and in any case, for the interruption or suspension of LPT services for reasons beyond its will or control, including, without limitation, strikes of any kind – irrespective of whether announced in advance or not – public disorders, high tides, natural disasters, provisions by the competent Authorities etc.
Temporary and provisional detours in the route of a given service, due to orders by competent Authorities will not determine changes in fares or right to refunds.
Should services be interrupted due to breakdowns of a means, AVM undertakes to restore a normal service as quickly as possible.
Carrier’s liability, as governed by Art. 1681 of the Italian Civil Code, begins with the start of the journey and ceases with its end.
Access to the LPT service means may be limited by on-board personnel for safety reasons.
AVM shall not be liable to customers for any damage caused by breach of conduct of these General Transport Conditions.
4. MOBILITY OF DISABLED PEOPLE IN WHEEL CHAIRS AND TRANSPORT OF PRAMS OR PUSHCHAIRS FOR BABIES AND INFANTS
People with motor disabilities, who are travelling in a wheelchair, must be positioned within in the specially equipped spaces in Means used for public tram/bus transportation service.
In the appropriate space the wheelchair must be positioned in the opposite direction to the movement of the Mean, with the backrest against the supporting partition (or, in the absence of such a partition, secured to the Mean using the appropriate locking devices) and the brakes locked.
The spaces equipped for the transport of persons with physical disabilities in wheelchairs, if unoccupied, may be used for one single unfolded pram or pushchair for the transport of children. Unfolding prams or pushchairs may not be transported outside the appropriate space above mentioned – i.e. they must be folded when in the regular seating area.
Motorized wheelchairs and mobility scooters for outdoor use are not permitted on board.
If, during the Journey, a wheelchair user boards the mean, the area equipped for this purpose should be vacated immediately to allow the positioning of the wheelchair. In this case, for safety reasons, the pram or pushchair must be folded.
If the area for the transport of persons with physical disabilities in wheelchairs is already occupied by a person with similar disabilities, for security reasons it will not be possible to allow the carriage of another wheelchair user.
No assistance is provided to passengers with disabilities in boarding/disembarking the mean.
5. TRANSPORTATION OF ITEMS
Baggage may be transported on the following conditions.
Each passenger with valid tickets may carry the following free of charge:
• two pieces of baggage/luggage or packages, provided the sum of the dimensions does not exceed 120 cm.
• one musical instrument, provided the sum of the dimensions does not exceed 120 cm;
• fishing rods inside appropriate containers (max. 5);
• one pair of skis;
• one shopping trolley for personal use;
• one folding bicycle in a proper carrying case;
• one folded pram or pushchair, except as stated in paragraph 4 above for bus service.
On navigation services, considering particular mobility characteristics for people and items in a lagoon environment, the embarkation and transport of non-folding prams and strollers is permitted and dependent on conditions of crowding and transport safety. In any event, motorized wheelchairs and mobility scooters for outdoor use are not permitted on board.
In case of baggage of a different type or exceeding the dimensions and/or quantity specified in the points above, the Customer must buy an extra ticket (another passenger fare), subject to the further points written in this article.
Baggage or packages, (sum of 3 dimensions not exceeding 150cm) may be transported upon payment of current tariff – not more than three packages per water-service customer; not more than two packages per bus customer.
Baggage and packages exceeding 150 cm shall not be carried on board. Provisions for water services apply as per point below.
In order to avoid any inconvenience to passengers, all baggage, including shoulder bags and packages must be placed on the floor or in designated areas. They may not be placed on seats, obstruct their use, nor block passageways.
Transportation of hazardous, foul-smelling or dirty materials that may contaminate the means or inconvenience other passengers is forbidden.
Transportation of baggage can be refused, and is at the driver/captain's sole discretion, if the means is crowded, or if it may compromise on-board passenger safety or the transport service.
AVM is in no case liable for theft or loss of Customers' personal items, baggage and/or contents, during transit or while waiting for means.
According to law, any found item will be kept for up to 7 (seven) days, after which time, will be delivered to the Venice Municipality Lost and Found office.
Transport of goods on water services
Considering particular mobility characteristics for people and items in a lagoon environment, the transportation of goods on certain means and navigation services is permitted, and dependent on conditions established by AVM according to public prices in force.
Goods must be kept in suitable containers and may be transported on trolleys. They must not cause damage and/or annoy people and property, nor damage the means.
Transportation of goods must be authorized by the driver/captain, at his/her sole discretion.
In order to avoid any inconvenience to passengers, goods must be placed on the floor or in the designated areas indicated by the on-board personnel.
Transportation of hazardous, foul-smelling or dirty materials that may contaminate the means or inconvenience passengers is forbidden.
AVM is not liable for theft, loss or damage to carried goods.
Transportation of bicycles, mopeds and motorbikes is allowed on some navigation service routes at the set fares.
Transportation of motor-vehicles
Transportation of vehicles is permitted on navigation service networks equipped with ferry service, subject to the rules and restrictions set by the competent Authorities. Fares are defined according to vehicle size, subject to VAT, and do not include the driver. For this purpose, a single ticket (according to published prices) can be purchased.
For vehicles and motorbikes with owners living in Lido and Pellestrina, 10 and 40 trip subscription/passes may be purchased - according to published prices and conditions.
Companies with registered offices in Lido or Pellestrina may take advantage of such passes for their vehicles.
6. TRANSPORTATION OF ANIMALS
Free transportation of one of the following animals per passenger is allowed:
• guide dogs for blind people. Dogs must wear a muzzle;
• small dogs held by owner and wearing a muzzle;
• on water services only: all dogs kept on a leash and muzzled;
• other small animals (cats, birds etc.) provided that they are kept in cages or other small containers not exceeding 120 cm being the sum of the three dimensions.
By purchasing an appropriate passenger ticket, the customer shall transport animals provided that they are kept in suitable containers, cages or other containers not exceeding 150 cm being the sum of the three dimensions.
During transport, cages and containers must prevent any direct contact - even if, only accidental – with the outside, and must be held so as not to cause inconvenience and/or damage to persons and objects.
In case of heavy overcrowding of the means, or if their carriage is deemed hazardous to passenger safety, transportation of the above-mentioned animals (except for guide dogs) may however be limited, or excluded upon discretion of the personnel in charge.
In any case, the customer accompanying the animal has sole responsibility for any damage caused to objects and/or persons as a direct or indirect consequence of behaviour or incident caused by the animal.
7. PASSENGER BEHAVIOUR DURING MOVEMENT AND AT STOPS: SAFETY STANDARDS, PROHIBITIONS AND FINES
Unless differently specified hereunder – provisions and sanctions stated in Presidential Decree No. 753 of 11th July 1980 regarding law enforcement, safety, and regularity of transport services will apply.
Land-bus service: all bus stops are only on a request basis; the customer waiting at a stop must signal by waving his/her hand as the bus approaches the stop. Customers on board, must advise the driver of desired stop by pressing the “stop” button inside the bus activating the sound and light signal “stop requested”.
Tram service: stops are obligatory and customer need not request any stop.
Water services: when approaching the desired stop, the customer must approach the disembarkation area of the watercraft.
For bus/tram services - when all or part of the journey is spent standing, customers must hold on by using the provided hand-grips. Both AVM Actv are not liable for any damage or injury caused to customers who do not hold on firmly to the grips.
The customer must adopt every necessary precaution possible, to ensure his/her security and safety and that of all other persons, animals and objects in his/her custody.
Personnel in charge have the right to deny access to the means, or request the customer to leave - without reimbursement - if the customer is clearly under the influence of alcohol, acts indecently, causes public scandal, disturbs other customers, or in any case refuses to behave in compliance with requirements relating to public order and safety of the service provided by AVM, or fails to comply with these General Transport Conditions.
According to Law 118, art. 27 as at 30th March 1971 about providing reserved places - customers are required to give their seats to persons incapacitated or injured as a result of accidents at work, to elderly people, pregnant women and mothers with children.
Talking to on-board personnel is only allowed when requesting information relating to the service and problems (e.g. illness, pick-pocketing, harassment, damages).
Any violation shall result in fines according to Presidential Decree 753/1980:
a) getting on or off the Means (even when in movement) through doors or points other than those indicated by internal/external signs;
b) occupying more than one seat or obstructing exits or passageways - in conflict with company policy;
c) opening windows creating discomfort to other customers;
d) throwing objects out of windows – fines are greater if done while means is moving;
e) leaning out of a window while the Means is moving;
f) smoking on board, at stops and on company premises. Smoking ban also includes electronic cigarettes;
g) operating emergency door release systems or any other emergency device installed in the means and highlighted as such – except in cases of serious, imminent danger;
h) causing damage of any kind or nature to any company means or premises;
i) depositing on company premises or transporting by company services, cylinders of compressed, liquefied or dissolved gasses, explosives of any kind classified as flammable, harmful, corrosive or contaminating;
j) boarding company services with animals, weapons, materials, objects and packaging, which due to their size, shape or nature may annoy, or be dangerous to passengers;
k) distracting driver/captain while means is moving; preventing or hindering personnel from carrying out their duties;
l) asking driver/captain to get on or off at a non-designated stop;
m) singing, playing an instrument, yelling, begging or behaving in an inappropriate or abusive manner likely to cause disturbance or inconvenience;
n) boarding the means in a drunken state or in a physical/mental condition impeding proper use of the service, or which may cause harm to themselves or to others;
o) exercising any activity of selling/distributing/posting of objects or printed materials for advertising purposes without specific authorisation;
p) boarding the means while dressed in grimy or indecent clothing, or with clear signs of contagious illness or injuries/wounds causing damage, inconvenience or repulsion to other passengers, except in emergency cases.
Those refusing to comply with orders and safety instructions given by personnel in charge, may be expelled from the means and/or company property.
8. FINES FOR TICKET IRREGULARITIES
In compliance with current law (Regional Law No. 25/1998 and subsequent amendments and integrations) in force, and pursuant to the specific requirements, the LPT customer must be in possession of a valid ticket, validating it at the beginning of each journey section retaining it for the entire journey and producing it on inspector's request. In case of breach, the customer shall pay both the standard ticket of the ordinary fare - calculated from the terminal station departure point to the point of arrival - plus an administrative fee (fine) set by competent Authorities.
For procedures of inspection, notification and payment, please refer to national and regional laws in force, and the contents of the official report issued by inspection personnel.
Inspections are carried out - in compliance with Regional Law 25/98 and its subsequent amendments and integrations - by inspectors who, as such, perform the function of administrative police officers.
Customers fined due to ticket irregularities, are required to provide inspectors with their personal details, which can be ascertained by way of a valid identity document.
Offenders have the right to discharge their obligations by paying the inspector the legally-applicable penalty plus the amount of the ordinary fare. The inspector will issue a copy of the official report/receipt. Provisions stated in Law 689/1981 apply for minors.
If the customer cannot or does not intend to pay the inspector, the inspector will write a report containing general information provided by the offender. As per Articles 494, 495 and 496 of the Italian Criminal Code, personal data must be correctly provided. Customers have the right to add their own statement to the report and receive a copy, after duly signing.
Refusal to provide identification will involve the application of penalties stated in Art. 651 of the Italian Criminal Code.
Forgery, the use of forged or altered tickets will lead to the application of the penalties under Arts. 462, 465 and 466 of the Italian Criminal Code.
False statements will lead to the application of the penalties under Art. 496 of the Italian Criminal Code.
9. PUBLIC NOTICES AND TIMETABLES
Customers are required to carefully read AVM notices displayed in waterbus waiting areas, land-bus shelters, as well as those on-board services, and/or in authorized Venezia Unica agencies or AVM resellers.
Official departure and transit times of services are displayed at main stops, as well on the company website www.actv.it and are available by contacting the Hellovenezia Call Centre at +39 041 24 24. AVM is not responsible for third-party published timetables.
In cases of extenuating circumstances or public necessity, displayed times may be temporarily changed without notice. Times may be permanently changed, with notice, for reasons beyond AVM's control. Transits at stops and terminus arrival times are approximate, as they are also influenced by factors and causes beyond AVM control. AVM declines all liability for missed connections with respect to the scheduled times.
As required by law, customers will be notified of service disruptions due to legitimately-called strikes.
Only the connections stated in the official timetable are considered as connections.
In case of missed connections due to company fault, the company will authorize the journey to continue, even by using another route, in order to allow the Customer to reach the destination without paying any price difference.
In order to assist AVM Customers, and depending on reason and circumstance, the company provides a refund service for annual personal passes, i.e. the suspension of the subscription(pass) with tickets or cash.
For detailed information, please read: the full version of the Mobility Charter published at www.avmspa.it and www.actv.it websites and freely available at company offices in Venice - Isola Nova del Tronchetto 32 – and Mestre - Via Martiri della Libertà 396, or contact the Hellovenezia Call Centre +39 041.24.24.
11. REPORTS AND COMPLAINTS
Customers shall submit suggestions, reports or complaints to Actv, as follows:
• completing the online form in the “contacts” section of the www.avmspa.it website;
• sending a letter to: Direzione AVM, Isola Nova del Tronchetto, 33 – 30135 Venice;
• using the complaints register available, upon request, on all watercrafts;
• using the appropriate form available from Venezia Unica agencies at Piazzale Roma and Mestre, (via Verdi 14/d) and at Actv bus depots in Chioggia, Dolo and Lido. The completed forms can be put into the collection boxes at Venezia Unica agencies at Piazzale Roma and Mestre.
Irrespective of which above method may be chosen and used, the letter must contain: name, surname and address of the customer. In absence of such information, the complaint or report will not be processed. Full details of the reported/contested incident should be given (for example: date and time of incident, service/route number, land or water service, direction the Customer was travelling in, etc.). Actv will provide a written reply to the Customer's complaint within 30 days from its receipt. Complaints that are incomplete or contain inappropriate content will not be answered.
12. PUBLICATION OF THE GENERAL TRANSPORT CONDITIONS
These General Transport Conditions and any subsequent amendment and modification will be:
• published on the www.avmspa.it and www.actv.it websites;
• displayed as an extract on all means of transport and at all Venezia Unica ticket points, or available on request at all Venezia Unica ticket points;
• displayed at stops.
13. PRIVACY CODE AND PROTECTION OF PERSONAL DATA
AVM informs that personal information of its Customers, whether collected for direct or indirect implementation of its public transport services (e.g. issuing Venezia Unica City passes, complaint collection, statistics and customer satisfaction surveys, etc.) is processed lawfully and in accordance with Italian “Privacy” Law (Legislative Decree No. 196/2003) According to articles 29 and 30, Legislative Decree no. 196/2003, the above-mentioned personal information is processed exclusively by qualified personnel and transmitted with IT/online/manual methods in order to guarantee safety and confidentiality. Personal information may also be transmitted to third parties to meet obligations under a service contract between AVM and entrusted bodies, as well as for purposes expressly authorised by the customer. AVM informs that according to article 7 of Legislative Decree 196/2003, the customer has the right to have his/her personal information deleted from company files.
AVM also informs that as per Article 13 of the Privacy Law, the failure of Customers to provide personal data or to request its deletion from company records, may in some cases, result in an impossibility to guarantee or hinder the provision of transport or other requested services.