Antitrust, refunds to Atac Metrebus subscribers for three million

The Authorita Garante della Concorrenza e del Mercato (Italian Antitrust Authority) has closed with commitments the proceedings initiated last February against Atac S.p.A. for violation of Article 20 of the Consumer Code. At the outset, the company was accused of having systematically disregarded, between 2021 and 2023, the quality and quantity objectives of the local public transport service, both surface and underground, provided in Rome, without adopting measures to make up for the shortcomings in regularity and without recognising users an adjustment in fares or compensation for the inconvenience caused.

All consumers in possession of an annual season ticket valid for at least one day during 2024 will be entitled to compensation totalling more than EUR 3 million. Specifically, each annual Metrebus season ticket holder will be entitled to a reimbursement of EUR 5, increased by a further EUR 5 for those who have had their season ticket active for at least another year between 2021 and 2023.

Through its app, Atac will also implement an innovative refreshment system, unique in the LPT system, which will allow Metrebus annual season ticket holders to obtain compensation in the event of delays of more than 15 minutes to the means of transport on which they intend to travel. The reimbursement for a delayed journey will amount to €0.50, will be issued in the form of a credit on an electronic purse, available on the ATAC app, and can be used to purchase tickets, either personal or for third parties.

The company has also pledged to hire new operators and to train part of those already on its staff to be assigned to the underground stations as station agents, with an annual investment of EUR 2.6 million. Atac will also strengthen the information channels dedicated to users, increasing the visibility of services already available to customers on the company's official website, such as the route calculation function or the reservation of transfer facilities for people with reduced mobility. Finally, the company will adopt a compliance programme to monitor and prevent conduct that violates consumer rights.

"Atac has welcomed with satisfaction the resolution of the Antitrust Authority, the result of a positive dialogue with the company that has made it possible not only to overcome the criticalities detected in the years 2021-23, but to develop new services and improve customer relations overall, with particular reference to the weaker segments of the population. The issuing of the resolution closes with commitments the measure that the Agcm had opened against Atac last February". This was announced Atac in a note. "The resolution with which Agcm has accepted the commitments presented by Atac represents a stimulus, a further motivation, to accelerate the process of change that Atac has undertaken in recent years, through the digitalisation of the company, a choice of centrality of the consumer, investments in vehicles and infrastructure," commented the general director, Paolo Aielli. "Some of these results are already visible, such as the new buses, others will be known soon, such as the new trams and the Atac app through which many services related to geolocation and also refunds in the event of disruption, which Agcm has highlighted in the measure, will be available," he pointed out.