- December 13, 2024 -

The Local Public Transport (LPT) service is provided by Azienda Veneziana della Mobilità S.p.A. ("AVM" or also the "Carrier"), with registered office in Venice, Isola Nova del Tronchetto 33. AVM provides this service through its subsidiary company Actv S.p.A. ("Actv" or also the "Carrier"), which performs its role in full compliance with the following "General Conditions of Transport". The customers of the AVM transport service are required to collaborate in order to ensure that the LPT service is provided in conditions of maximum safety and punctuality and are therefore obliged to comply with the provisions contained in the "General Conditions of Transport" described below. Customers are also under the obligation to respect the warnings, instructions and rules issued for the order and safety of the service issued by AVM and, in specific cases, by the staff of AVM and its subsidiary company Actv, and to observe the rules and regulations established by the laws of Italy and of the Veneto Region as well as the provisions issued by any other competent Authorities.

1. DEFINITIONS

• "AVM Venezia Official App" (for convenience abbreviated to "AVM App"): a smartphone application that enables users to purchase and validate/activate LPT tickets and Blue Stripes parking tickets for the Municipality of Venice, as well as to search for timetables and routes and to consult news; AVM also allows the sale of its own tickets through partner applications contracted directly or through its subsidiary company VE.LA. S.p.A. (from this point forward also "VELA");

• "Venezia Unica Electronic Ticket" (for convenience simply abbreviated to "Venezia Unica Ticket"): an electronic medium (chip on paper);

• "Rete Unica Ticket": entitles the holder to travel on the entire network of the urban area of the Municipality of Venice (the waterborne, bus, tram public transport networks as well as the People Mover) for a specific period starting from the date and time of the first validation; when a Rete Unica Ticket is loaded onto a Venezia Unica card (physical or virtual), it also entitles the holder to travel on routes departing from or arriving at Venice Marco Polo Airport; when a Rete Unica Ticket is loaded onto a Venezia Unica card, the prices in force and published for the general public are charged;

• "CartaVenezia": it enables the Venezia Unica card to load discounted tickets that are valid on the urban network of the Municipality of Venice. "CartaVenezia" is reserved for frequent users of the public transport network;

• "Customer: an individual who uses public transport services and is in possession of a valid ticket;

• "General Conditions of Transport": the complete set of terms, conditions and prescriptions included in this document, which govern and regulate the operations and methods of access to and use of the public transport service. The General Conditions of Transport define the obligations and responsibilities of the carrier and the passenger;

• "Contract": the transport contract between the customer and AVM which is stipulated with the purchase of the transport ticket and executed when the customer boards the means of transport;

• “Dime Call Centre (+39) 041 041”: it is the telephone contact point of contact for anyone wishing to obtain direct information on all the services provided by the Municipality of Venice and the AVM and VELA companies. People can contact the Dime Call Centre to make reports and/or complaints, request appointments, submit applications and receive assistance in using the corporate digital channels of communication;

• "EMV": the acronym for Europay, MasterCard, and Visa. It is the system for the payment of public transport tickets using contactless bank cards or their virtualisation of the same in a device with Near Field Communication (NFC) technology (such as smartphones, smartwatches, wearables, and others). EMV technology enables the application of what is defined as the "Best Fare", which is the most convenient price calculated based on the combination of the trips made in the same unit of time paid with the same medium (physical or virtual card). The Best Fare is calculated from the first tap performed when boarding ("tap-in", the action of presenting your bank card or NFC device to the validator at the start of the trip and each time you change vehicles) and on disembarking ("tap-out", the action of presenting your card or NFC device to the validator each time you leave a public transport vehicle);

• “Route”: the itinerary travelled by the transport vehicle from departure to arrival including all stops in between;

• "Vehicles": trams, buses, vessels and the People Mover operated in the LPT service of AVM;

• “Price”: the amount paid by the customer to purchase a ticket;

• "Customer profile": it identifies the category of cardholder (ordinary, student, island resident); it is linked to certain requirements, the absence of which necessarily determines the issue of a new Venezia Unica card at the corresponding purchase price with the application of a "customer profile" consistent with the new conditions;

• "Network": a series of functionally interconnected routes;

• "Service": the transport service provided by AVM using land and waterborne vehicles and cableways in compliance with the provisions of the Service Contracts stipulated between AVM and the Commissioning Authorities;

• "Ticketing system": the contactless electronic ticketing technology used by AVM for the registration and storage of transport contract information;

• "Electronic Venezia Unica Card": for convenience, simply abbreviated to "Venezia Unica pass"): a long-term electronic medium (smart card), that can be topped up until its expiration date, used to store information relative to transport contracts;

• "Transport Ticket": a document (loaded on a Venezia Unica card, Venezia Unica electronic ticket or smartphone via the App or other digital tools) to be validated or activated, which establishes and finalises a transport contract between the Customer and the Carrier;

• “LPT”: Local Public Transport;

• "Validation": the act of validating/activating a ticket using the specific equipment or media, in order to acquire the right to start and/or continue a trip;

• "Venezia Unica": all the marketing services for public transport tickets and tickets for events, namely the sales network (ticket offices, ticket points and the online platform);

• “Trip”: an itinerary chosen by the customer, travelling through the network, using the LPT service operated and provided by the carrier.

2. TICKETS

In order to use the AVM transport service, customers must, pursuant to Article 37 of Regional Law No. 25 of 30/10/1998, as amended and supplemented, be in possession of a valid and appropriate ticket in line with the public price regulations in force for the trip they wish to make. Trips are defined as starting when the customer boards the vehicle, and ending when the customer disembarks from the vehicle, in compliance with the prescriptions indicated in the following paragraph.

A transport ticket:

a) must be purchased by the customer as a general rule before boarding the vehicle. Purchases are made at Venezia Unica ticket points, at authorised retailers, at automatic self-service ticket machines, and online using the veneziaunica.it portal and the e-commerce applications linked to the actv.it and avmspa.it (including the online ferry booking service) or via the AVM App (and other partner applications), as well as the Chat&Go by muoversivenezia system. The introduction of the EMV system also enables users to pay with contactless payment cards at the waterbus stops of the waterborne public transport network, at the stations of the People Mover or on board the vehicles of the bus and tram public transport networks. It is also possible to purchase tickets on board the vehicles of the waterborne and road network by asking the staff on board if and when required. At the Venezia Unica ticket points and authorised retailers, tickets may only be purchased via POS or cash. On board a vehicle of the waterborne network, tickets can only be purchased with a POS payment; the customer must ask the staff on board to purchase the required ticket immediately upon boarding. In the bus and tram networks, tickets may be sold on board on public holidays and from 8 p.m. to 7 a.m. on weekdays at specific rates (payment is only accepted in cash with the amount calculated and charged based on the standard applicable price). After purchasing tickets on board, tickets must be validated. If, for security reasons, the driver is unable to sell the ticket at the stop where the customer boards, the ticket is sold at the first convenient stop. This does not exempt the passenger from requesting the ticket from the driver when boarding, which must be at the front access door of the vehicle;

b) if a physical medium (smart card/card or electronic medium) is used for a ticket, it must be validated before accessing a Waterbus stop (for the waterborne transport network), at the stations of the People Mover stations or as soon as you board the vehicle (for the bus/tram public transport networks). If a ticket is purchased with a smartphone (Apps or Chat&Go), it is activated from the device and must be validated at least three minutes before boarding. It is the customer's responsibility to check that the ticket has been correctly validated by means of the special light and sound signals emitted by the validator. The opening of the turnstile does not necessarily mean that the ticket has been correctly validated; if an individual accesses a Waterbus stop or is on board a public transport vehicle (including at the terminal) without a valid ticket, that person is subject to sanctions issued by the authorised Ticket Inspection Officers. In the waterborne public transport service, the staff on board are in charge of validating tickets if the validators are not working properly: the customer must ask the sailor to validate the ticket when boarding. In the bus/tram public transport networks, the malfunction of one of the onboard validating machines does not exempt the customer from validating/paying the ticket on another machine; if all the validating machines are out of order, the customer must inform the driver immediately;

c) the EMV system enables payments for public transport services using a contactless or virtualised bank card in the form of a tap-in (which simultaneously activates ticket payment and validation). For the road networks only, a tap-out when disembarking the vehicle determines the price of the trip: if a tap-out is not performed on the suburban network, the maximum price is charged. The maximum price is also charged if a tap-out is not performed on the urban network, except for tram services, the People Mover, the Lido and Pellestrina bus routes and the Line 5 and Line 15 Aerobus service, where a standard price is applied for trips departing from or arriving at Venice Marco Polo Airport;

d) tickets must be in the possession of the customer for the entire duration of the trip; tickets must be valid for the entire duration of the trip (if loaded onto a physical medium, residual validity can be checked by means of a validator on board buses and trams or by asking the on-board staff in the waterborne network); once validated, tickets are non-transferable;

e) tickets must be presented at the request of AVM staff or other authorised personnel with valid identification who are required by law or by order of AVM to check the regularity of the tickets and the safety of the public transport service;

f) tickets may be confiscated by AVM staff or by any other authorised personnel in possession of a proper identification card, following checks and inspections that reveal the irregularity of the tickets;

g) The provisions of point f) also apply to Venezia Unica cards that have been included in the "black list" of the system as a result of administrative proceedings (high and unpaid sanctions, unreported losses, etc.), loss of eligibility conditions (change of residence, age, etc.) or misuse; these cards are permanently invalidated once they have been confiscated;

h) tickets are non-refundable except for the conditions defined in these General Conditions of Transport and more specifically in the Mobility Charter.

Customers must check their sales receipt and any change given to them by the sales operator before leaving the counter after making a purchase.

The right of the customers to benefit from the public transport service ends when they leave the vehicle, except for:

a) holders of time-based tickets that have not expired. These tickets are valid for travel during the period of time provided for by the specific ticket on any route of the urban public transport network of Venice; holders are entitled to change vehicles and even to make intermittent trips on the urban public transport network until the time of validity expires;

b) customers that have purchased one-way tickets (on the suburban network) and are entitled to travel between two locations within the territory served by the LPT and divided into price brackets (sections), also with the possibility of interchanging with another connecting route in the same transport network, until the trip is completed.

Specifically:

• holders of suburban tickets that were initially validated on suburban routes are entitled to complete their journey within the Mestre urban network (except for connections to Venice) within the time frame allowed by the specific ticket starting from its initial validation;

• holders of suburban tickets that were initially validated within the Mestre urban network (except for connections to Venice), are entitled to continue and complete their journey on the suburban routes within the time frame allowed by the specific ticket starting from its initial validation.

Season tickets entitle holders to access the route and/or network(s) for which they are issued, during the period of validity, subject to validation at each access to the service. Ticket validation is always mandatory. Failure to validate a season ticket is not punishable. Season tickets entitle holders to access the route and/or network(s) for which they are issued, during the period of validity, subject to validation at each access to the service.

Season tickets are issued, as a rule, on a monthly or annual basis and are valid from the first day of the month of the period for which they have been purchased. If the season ticket is uploaded to a Venezia Unica card, it is memorised on the card with the holder's identification details, the card's expiry date, and the corresponding customer profile ( which is stored in the card's microchip); if the season ticket (as well as any other travel ticket) is purchased via the AVM App, it is only and exclusively memorised on smartphones. On a Venezia Unica card, it is possible to store every type of carrier ticket, provided they are compatible with its customer profile. Season tickets are strictly nominal and can only be used by the holder of the Venezia Unica card, except in the case of non-personal passes and cards. Venezia Unica cards are issued at the request of the customer at the designated Venezia Unica ticket offices by completing the dedicated form providing personal data and other required information, including any necessary certifications, as well as online using the procedure provided for the issue of a virtual card.

The Venezia Unica card is valid for five years.  During the period of validity, instead of issuing a new card, the cardholder may request a change of profile for the card that is already held, paying the corresponding costs and documenting the new situation if this is required.

In the event of theft or loss, a new card must be requested, with the simultaneous cancellation of the previous card: if the latter contains LPT tickets, these will be loaded onto the new card at no additional cost to the customer; within twelve months of the expiry date of the card, it is also possible to transfer the LPT tickets free of charge from the expired card to the newly issued one.  After this deadline, the tickets are no longer usable.

Prices and types of tickets in force are approved regularly by relevant Authorities, according to current legislation in the Veneto Region.

The following categories are allowed unrestricted travel:

a) eligible individuals as stipulated by current laws and regulations, holding an appropriate identification document and a Venezia Unica card;

B) children under the age of six years for the urban and suburban services of the Municipality of Venice and under the age of four years for Chioggia urban service;

3. THE LIABILITY OF AVM

AVM is not liable to the customer in the event of any delay, or any total or partial failure to provide LPT services due to force majeure and/or for reasons of public order or safety, nor in any case for the interruption or suspension of LPT services due to causes beyond its control, such as but not limited to: strikes of any kind, whether or not announced in advance, riots, high tides, natural disasters, crowding of vehicles, measures taken by the competent Authorities, etc.

Temporary and short-term deviations of public transport Routes due to provisions issued by the relevant Authorities do not result in price changes or the right to refunds.

In the event of an interruption of the service due to a breakdown of a vehicle, AVM undertakes to restore the service as soon as possible.

The liability of the carrier, which is governed by Article 1681 of the Italian Civil Code, begins at the start of the trip and terminates at its end.

Access to vehicles in LPT service may be restricted by onboard personnel for security reasons.

AVM is never liable to customers for any damage resulting from conduct in breach of these General Conditions of Transport.

4. TRANSPORTATION OF INDIVIDUALS WITH REDUCED MOBILITY, PASSENGERS WITH SPECIAL NEEDS USING WHEELCHAIRS, AND THE TRANSPORTATION OF PRAMS OR PUSHCHAIRS FOR CHILDREN

In order to improve service accessibility for individuals with reduced mobility who are not in a wheelchair or for persons potentially experiencing difficulties (senior citizens, pregnant women, etc.), passengers may also board or disembark using the central door in urban and suburban buses that are equipped with a “kneeling” device that lowers the boarding ramp towards the stop platform.

Individuals with disabilities or reduced mobility travelling in a wheelchair are required to occupy the designated spaces inside the vehicles of the public bus and tram transportation services.

In the designated space, all wheelchairs are required to be positioned contrary to the vehicle's direction of travel, positioned with their backrest against the supporting partition (or in the absence of such support, secured to the vehicle with the appropriate locking devices), and with brakes locked.

The transportation of motorised wheelchairs for individuals with disabilities or reduced mobility or manually operated chairs with removable castors is also permitted on board, provided they are approved for transportation on other vehicles and their dimensions in terms of maximum space requirements do not exceed the space specifically designated for this purpose inside waterborne vehicles, buses, and trams.

Without prejudice to the right of way, spaces reserved for the carriage of individuals with reduced mobility in wheelchairs, when not occupied by such passengers, may be used for the carriage of prams or pushchairs, even if unfolded, for the carriage of children. However, it is not permitted to travel with unfolded prams or pushchairs outside the aforementioned spaces (meaning that child prams/pushchairs must be folded outside these spaces).

If an individual with disabilities or reduced mobility in a wheelchair boards the vehicle during a trip, the designated space must be immediately made available so that it is accessible.  In this case, prams or pushchairs for child transport must be folded for safety requirements. It is the responsibility of passengers with pushchairs or prams to ensure that they do not cause damage or inconvenience to other passengers.

If the designated space equipped for the transportation of individuals with disabilities or reduced mobility using a wheelchair is already used by an individual with a comparable requirement, for safety reasons it will not be possible to allow the transport of another individual using a wheelchair.

In any case, boarding and disembarking from the vehicle are performed independently by individuals with disabilities or reduced mobility.

5. TRANSPORT OF ITEMS

Hand baggage.

Baggage may be transported under the following conditions.

Each passenger with valid tickets may carry the following free of charge:

•  three items of baggage or packages not exceeding 150 cm as the sum of the three dimensions;
•  a musical instrument within the dimensions of 150 cm;
•  a fishing rod contained in a special case (max. 5);
•  a pair of skis;
•  a shopping cart for domestic use;
•  a folding bicycle or a folding scooter stored in the appropriate cases not exceeding 150 cm as the sum of the three dimensions;
•  a pram or pushchair for children only if folded, except as indicated in point 4 above for bus services.

In the waterborne service, because of the particular characteristics of the mobility of people and items in the lagoon area, if the crowding and safety conditions of transport allow it, the boarding and transportation of wheelchairs or unfolded pushchairs are allowed. In any case, transporting scooters for people with motor disabilities is forbidden, except for the provisions outlined in point 4.

For baggage which is different from or exceeds the number specified in the previous points, customers are required to purchase and validate a ticket at the same price as a passenger, according to the current fares, at a ratio of one ticket for every three pieces of baggage, which means from one to three pieces of baggage, in any case always within the limit of 150 cm as the sum of the three dimensions.

Baggage or parcels exceeding the limit of 150 cm as the sum of the three dimensions are not permitted. All items of luggage, including shoulder bags and packages, must be placed on the ground or in the designated areas to avoid causing any inconvenience to other travellers.  Baggage and parcels may not be placed on seats or in any way prevent them from being used, nor block passageways.

The transport of luggage may be refused, at the sole discretion of the person in charge of the vehicle, in the event of crowding or if it jeopardises the safety of passengers on board the vehicle or the transportation service.

Transportation of hazardous, foul-smelling, or dirty materials that may contaminate the means or inconvenience other passengers is forbidden.

AVM is never liable for the theft, loss, or other loss of customers' personal items or their luggage and/or contents during transport or while waiting for vehicles.

Objects found will be stored for a maximum period of 7 (seven) days and will then be delivered, as required by law, to the lost property office of the Municipality of Venice.

5bis. Transport of items on waterborne services

Because of the particular characteristics of the mobility of persons and items in the lagoon area, the transport of goods is allowed on selected means of transport and routes of the waterborne service, under the special conditions established by AVM and according to the current public price regulations.

Goods must be stored in appropriate containers and may be transported on trolleys, without causing damage and/or any inconvenience to persons and property and without damaging Actv vehicles.

The transport of goods must be authorised by the commanding officer, at his/her discretion.

Goods must be placed on the ground or must be placed on the ground or in the designated areas indicated by the crew to avoid causing any inconvenience to other travellers.

Transportation of hazardous, foul-smelling, or dirty materials that may contaminate the vehicles or inconvenience passengers is forbidden.

AVM is not liable for theft, loss of, or damage to the transported goods.

The transport of scooters and bicycles (unless folded and placed in special cases not exceeding 150 cm as the sum of the three dimensions), mopeds, and motorbikes are only allowed on specific routes at the established public price conditions, only with the express authorisation of the commanding officer, who, for safety reasons, decides on the maximum number of passengers that may be loaded, depending on the number of passengers embarked.

5ter. Transport of motor vehicles

The transport of vehicles is permitted on the routes of the waterborne network, operated by ferries, according to the regulations and limitations imposed by the competent Authorities. Public prices are defined in relation to the size of the vehicle, do not include the driver, and are subject to value-added tax.  The table of prices for the public includes standard transport tickets. During the trip from the departure terminal to the arrival terminal, it is forbidden to station on board the motor vehicles.

For motor vehicles and motorbikes owned by residents of Lido and Pellestrina, as well as for companies located there in terms of their business premises, 10 and 40-trip season passes are available for purchase, at the conditions and prices defined in the public price table.

The purchase of this type of season pass is also permitted for vehicles used to transport persons with reduced mobility, subject to authorisation by the Municipal Administration of Venice.

For Route 17 it is possible to book your parking space online through the actv.it and avmspa.it websites, subject to payment of an administration fee; the booking does not replace the ticket, which must be collected from the ticket offices at the Tronchetto and Lido San Nicolò ferry terminals.

 

6. TRANSPORTATION OF ANIMALS

Dogs are permitted on board vehicles free of charge, up to a maximum of one animal per passenger, muzzled and kept on a leash (or harness for guide dogs for the visually impaired) or carried in the passenger's arms Only small dogs may be carried on buses and trams, provided they are restrained and muzzled, as well as guide dogs for the visually impaired;

Other small animals (cats, birds, etc.) may be carried free of charge within the limits established for the transport of baggage in compliance with Article 5, provided that they are contained in special containers, cages or carriers with dimensions not exceeding 150 cm when the three sides are added together.

Cages and containers must prevent physical contact with the outside environment, even accidental, during transport and must be kept in such a way that they do not cause annoyance and/or damage to other people or property.

The transport of the above-mentioned animals (except for guide dogs for the visually impaired) may, in any case, be restricted or excluded, at the judgement of the staff in charge, in the event of particularly crowded situations on the vehicle or if the transport itself jeopardises the safety of the passengers on board.

In any case, the person accompanying the animal is solely responsible for any damage caused to property and/or persons as a direct or indirect result of the behaviour or events caused by the animal.

7. PASSENGER BEHAVIOUR ON BOARD VEHICLES AND AT STOPS: SAFETY REGULATIONS, PROHIBITIONS AND SANCTIONS

For all cases not specifically provided for and referred to below, the provisions and sanctions stipulated in Italian Presidential Decree No. 753 dated 11/07/1980 apply with regard to the security, safety and regularity of transport services.

Bus public transport services: given the optional nature of all stops, waiting customers are required to signal their request for a stop with a wave of the hand when a vehicle is approaching. When approaching the destination stop, the customer on board must activate the audible and/or visual '"stop request" signal located inside the bus before the vehicle reaches the stop and position themselves near the door to be used for exiting.

Tram public transport services: stops are compulsory, so they do not need to be signalled by the customer.

Waterborne public transport services: when approaching the destination stop, the customer is required to approach the exit point of the vessel. In waterbus stops where a request to stop is signalled by means of a light signal (traffic light lantern), this must be given well in advance in order to allow the mooring of the vessel in complete safety. If the system malfunctions (and in any case where telephone booking is required), the Navigation Operations Centre can be contacted; more information is available at www.avmspa.it e www.actv.it.

In the case of bus/tram transport, if the trip or part of the trip is made standing up, the customer must support him/herself by using the appropriate handrails and handles on board the vehicle. AVM and Actv are not liable for any damage suffered by the customer who travels standing up without holding on to the appropriate supports.

Customers shall take all necessary precautions and be vigilant for their own safety and that of persons, animals and property in their care.

The staff in charge may prevent access to the vehicles or order the removal, without any right to reimbursement, of customers who: are in a state of manifest drunkenness, offend public decency, cause public scandal or disturb other customers, or who otherwise refuse to comply with the order and safety regulations of the service ordered by AVM, or who do not respect these General Conditions of Transport.

Passengers are requested to vacate priority seats or spaces that are designated for disabled people (Article 27 of Italian Law No. 118 dated 30.03.1971) or anyone who needs them, including senior citizens, pregnant women or people with children under the age of 6, or to kindly give-up their seat if none are available.

It is only permitted to speak to the on-board staff to ask for information relevant to the service and in the event of an inconvenience (e.g. illness, pickpocketing, harassment, a malfunction).

It is forbidden for any customer, and violations will be sanctioned in accordance with the aforementioned Italian Presidential Decree 753/1980, to:

a) board or disembark from the vehicle from doors or positions other than the ones prescribed by the signs placed inside and outside the vehicle, as well as when the vehicle is in motion, except in the cases referred to in point 4;

b) enter from the exit gate of the waterbus stops of the waterborne service;

c) take up more than one seat or obstruct exits or passageways contrary to the instructions of the company staff;

d) open the windows of the vehicle if this disturbs other customers;

e) throw objects out of windows (higher sanction when the act occurs while the vehicle is moving);

f) lean out of the windows with the vehicle in motion;

g) smoke on board vehicles, at bus stops and on company premises. The prohibition also includes electronic cigarettes and electronic devices that allow vapour inhalation;

h) operate, except in cases of serious and imminent danger, the controls for the emergency opening of the doors, as well as any other emergency device installed on the vehicles and highlighted as such;

i) cause damage of any type or form to company vehicles or premises;

j) deposit on company premises or transport in vehicles cylinders of compressed, dissolved or liquefied gases, explosive materials of any kind, flammable, harmful, corrosive or contaminating materials;

k) board vehicles with animals, weapons, materials, objects and casings that, due to their volume or nature, may be annoying or dangerous for other passengers and/or cause damage to them;

l) distract staff while they are driving the vehicle, prevent or obstruct them in the performance of their duties;

m) ask the driver to get on or off the vehicle at a place other than a designated stop;

n) sing, play music, shout begging or behave in an improper or harassing manner, which in any way causes inconvenience or discomfort to others;

o) board vehicles in a state of intoxication or in a physical or psychophysical condition that does not permit the proper use of the service or cause harm to oneself or others;

p) engage in any trade and distribute or affix objects or prints for advertising purposes without the necessary authorisation;

q) board vehicles with filthy or indecent clothing or with obvious signs of contagious diseases or injuries that may cause harm, discomfort or repulsion to other passengers, except in the case of first aid;

r) take photographs, audio and video footage of personnel on duty without the authorisation of AVM.

Individuals who refuse to comply with the order and safety instructions given by the staff in charge of the public transport service may be removed from the vehicles or premises of the company.

8. ADMINISTRATIVE SANCTIONS FOR IRREGULARITIES IN THE USE OF PUBLIC TRANSPORT TICKETS

In compliance with current legislation (Regional Law 25/1998 and subsequent amendments and additions), public transport users must be in possession of a valid ticket. They are also required to validate their ticket at the start of each section of the trip, in compliance with the relevant regulations, and to keep the ticket in their possession for the entire duration of the trip and present it at the request of Ticket Inspection Officers. If customers using the EMV system do not "tap in" to the public transport vehicle they are using, the applicable sanction is enforced. If a violation is committed, customers are required to pay not only the standard ticket, based on the regular price of the network used in the urban area or calculated from the point of departure to the customer's final stop in the extra-urban network, but also to pay the administrative sanctions established by the competent Authorities. Season ticket holders who are not able to present their travel documents during an inspection are charged the sanction established for "forgetting the ticket", which must be paid within 15 days of the date of the sanction. Venezia Unica cardholders who do not pay the amount due after an administrative sanction notification are subject to a block of their card for insolvency. The Venezia Unica card is not released until the balance due has been paid in full.

The procedures for the assessment, notification and collection of administrative sanctions are governed by the National and Regional legislation in force and by the summary report issued by the Ticket Inspection Officers.

Inspection activities are performed in compliance with Regional Law 25/1998, as amended and supplemented, by Ticket Inspection Officers who, in this capacity, are administrative police agents.

Customers who receive an administrative sanction for irregularities in their ticket are required to provide the Ticket Inspection Officers with their personal details as verified by a valid personal identity document.

Violators have the right to settle the cost of the sanction by paying the amount defined by law directly to the Ticket Inspection Officer, in addition to the standard price of the public transport service they are using. Ticket Inspection Officers are required to issue a copy of the summary report related to the inspection activity and the corresponding administrative sanction. For violators who are minors, the provisions of Italian Law 689/1981 are applied.

If the customer is not able or does not want to pay the Ticket Inspection Officer, the latter issues the relevant summary report which contains the personal details provided by the violator. In compliance with Articles 494, 495 and 496 of the Italian Code of Criminal Procedure, the personal data provided must be correct and truthful. Customers have the right to include a personal statement in the report, which they must sign. Customers who have committed a violation are always given a copy of the inspection summary report of the administrative sanction they have been charged with.

Refusal to provide personal details for identification purposes results in the application of the penalties prescribed by Article 651 of the Italian Code of Criminal Procedure.

Forgery, the use of forged tickets or the alteration of tickets results in the application of the penalties prescribed by Articles 462, 465 and 466 of the Italian Code of Criminal Procedure.

False declarations result in the application of the penalties prescribed by Article 496 of the Italian Code of Criminal Procedure.

Within 30 days from the date of the formal charge or notification of the violation, the individuals who have been charged have the right to submit defence papers and documents. They are also entitled to request a hearing with the competent Authorities in charge of the public transport network where the sanction was issued. The payment of the administrative sanction settles and closes the sanctioning procedure and makes defence papers and appeals inadmissible. Venezia Unica cardholders have the right to request access to their validation data on the actv.it and avmspa.it websites within 24 hours of the validation.

9. PUBLIC NOTICES AND HOURS

Customers are required to carefully read the AVM notices displayed in the waiting areas of the waterborne services, at bus and tram stops and onboard all public transport vehicles, at Venezia Unica ticket offices or at authorised AVM dealers, on the websites www.avmspa.it e www.actv.it, on the AVM/Actv institutional social media channels (@muoversivenezia) and in the relevant section of the AVM App.

The official timetables for all public transport vehicles are displayed at the stops, published on the corporate websites www.avmspa.it and www.actv.it, and are also available by phone from the Dime Call Centre  at (+39) 041 041 and in the dedicated section of the AVM App. AVM is not liable for timetables published by third parties.

The timetables made available to the public may be temporarily modified without prior notice in the event of force majeure or public necessity, or permanently modified with prior notice for reasons independent of the planning or objectives of AVM. In any case, transit times at stops and arrival times at terminals are only indicative, because they are also influenced by factors and circumstances beyond the control of AVM, which therefore declines any liability for missed connections compared to the published timetables.

Customers will be informed, in accordance with the law, of any service interruptions that may be the result of strikes that have been legally declared.

Only the timetables and connections that are officially published are valid.

If a connection is missed for reasons for which the company is responsible, passengers may continue their trip, possibly by taking an alternative route, in order to reach their final destination without any additional transport costs.

10. REFUNDS

In order to support its customers, AVM has made it possible to obtain a refund by bank transfer for annual season ticket subscriptions, as specified in the Mobility Charter, the contents of which are published online on the following websites avmspa.it and actv.it

11. REPORTS AND COMPLAINTS

If customers have suggestions, reports or complaints to submit to AVM, please use the following methods:

• completing the online form available in the "Customer Services" section of the avmspa.it e actv.it websites

•  by PEC-certified e-mail

The written communication must contain the first name, surname, address of residence/domicile, and an e-mail address. If this information is not provided, no follow-up activities are performed.  The details of the incident disputed/reported by the customer must also be given (e.g. the date and time when the incident took place, the number of the vehicle or waterborne route, the direction in which the customer was heading, etc.).  AVM responds to the customer in writing within a maximum period of 30 days after receiving the complaint.  Claims with incomplete or inappropriate information are not processed.

Only after a complaint has been submitted to AVM and sixty days have elapsed since it was sent, it is possible to contact the Transport Regulation Authority (Autorità di Regolazione dei Trasporti – ART), in the application of Regulation (EU) No. 1177/2010 on the rights of passengers in maritime transport and Regulation (EU) No. 181/2011 (rights of passengers in bus and coach transport) and inland waterway transport. The Transport Regulatory Authority is contacted using the dedicated telematic system (SiTe) available on the ART website, or by using the specific form to be sent by registered post to Via Nizza n. 230, 10126 - Turin, or by e-mail to one of the following addresses:

- pec@pec.autorita-trasporti.it

- art@autorita-trasporti.it

For any additional information please visit www.autorita-trasporti.it

12. PUBLICATION OF THE GENERAL TRANSPORT CONDITIONS

These General Conditions of Transport and any subsequent amendments or modifications are:

• published on the websites avmspa.it/ and avmspa.it/;

• displayed in an extract or available on request for consultation at all Venezia Unica ticket offices and displayed in an extract on all the public transport vehicles of the road networks;

• posted at all the waterbus stops of the waterborne network.

13. EUROPEAN DATA PROTECTION REGULATION (EU) 2016/679

AVM, in its role of the Data Controller under the terms of Article 24 of Regulation (EU) 2016/679 (from this point forward also referred to as the Regulation), declares that the personal data of its customers, collected in any case for the direct or indirect provision of public transport services (for example: issuing Venezia Unica cards, registering claims, performing statistical and customer satisfaction surveys, etc.), is processed lawfully and correctly in compliance with all the provisions of the Regulation. This specific type of personal data is processed exclusively by personnel specifically authorised for this purpose, using computer, telematic and manual means in such a way as to guarantee the security and confidentiality of the data itself. The personal data provided may also be accessed by third parties such as suppliers and collaborators who provide support for the provision of services, as well as by other companies that are part of the AVM Group (namely Actv S.p.A., which operates the local public transport service and is the owner of the means of transport, and Ve.La. S.p.A., which manages the marketing and sale of the transport tickets). In compliance with the provisions of the Regulation and the law, these third-party entities are identified as Data Processors. In addition, Public Agencies may have access to the personal data provided under the terms of the law (for example, Judicial Authorities, Public Safety Authorities, etc).

For any questions related to the processing of personal data, please use the "Privacy" web form available in the "Customer Services" section of the avmspa.it and actv.it websites. Alternatively, contact the secretariat of the Legal, Safety and Environment Department at the following telephone number: +39 041 272 2111.

AVM has appointed an external Data Protection Officer (DPO), with the following contact details: dpogruppoavm@avmspa.it. The DPO is available for general questions on data protection and the rights of Data Subjects.

For any additional information, such as the category of data processed, collection methods, purposes, retention periods, security measures or the exercise of the rights of the data subject, please refer to the websites www.avmspa.it, www.actv.it and www.velaspa.com, in the "Privacy & Cookies" section.
 
14. CCTV VIDEO SURVEILLANCE

Please be informed that on board all means of transport (on the road and waterborne networks) and at all stops on the road network a video surveillance system is in operation for security purposes and to protect the corporate assets, owned by ACTV; in addition, a video surveillance system is also in operation at all the waterbus stops of the waterborne network for security purposes and to protect the corporate assets, owned by AVM. A V.E.D.R. system for reconstructing the dynamics of traffic accidents is also in operation. It is used on all vehicles in the road transport network (bus-tram). The images are processed with the aid of electronic tools in compliance with the Italian Law governing the protection of personal data and the General Provision dated April 8 2010 issued by the Italian Data Protection Authority, which does not require prior consent from the interested party. The legal presumption is the pursuit of the legitimate interest of the Data Controller.

For any additional information, please consult the website www.avmspa.it "Privacy & Cookies - Information on the protection of personal data in matters of video surveillance" and the website www.actv.it under "Privacy & Cookies - Information on the protection of personal data in matters of video surveillance" and "Privacy & Cookies - Information on the protection of personal data relating to V.E.D.R. systems for the reconstruction of the dynamics of road accidents".