Trenitalia service quality report 2015

Table of Contents
Introduction
Pursuant to Article 28.2 of Regulation (EC) No. 1371/2007 concerning rail passengers’
rights and obligations (hereinafter "Regulation"), railway undertakings are required to
publish an annual performance report in terms of service quality ("Service Quality Report").
2 INTRODUCTION
4 INFORMATION AND TICKETS
8 TRAIN PUNCTUALITY, GENERAL PRINCIPLES IN THE EVENT OF
TRAFFIC DISRUPTIONS AND CANCELLATION OF TRAIN SERVICES
11 CLEANING OF THE ROLLING STOCK AND STATIONS
13 CUSTOMER SATISFACTION SURVEY
14 HANDLING OF COMPLAINTS, REFUNDS AND COMPENSATION
FOR NON-COMPLIANCE WITH SERVICE QUALITY STANDARDS
18 ASSISTANCE PROVIDED TO DISABLED PERSONS AND PERSONS
WITH REDUCED MOBILITY
20 IMPROVEMENTS IN SERVICE QUALITY
Through this document, Trenitalia aims to provide information on service quality
standards with particular reference to the following elements: information and tickets,
punctuality of services, general principles to cope with disruptions to services and
cancellation of train services, cleanliness of rolling stock and station facilities, customer
satisfaction survey, complaint handling, refunds and compensation for non-compliance
with service quality standards, and assistance provided to disabled persons and persons
with reduced mobility.
Medium to long-distance passenger transport services are managed by the Passenger
Long Haul Division and are divided into:
• Services to the Market, performed in full commercial autonomy and where
the business risk is borne entirely by Trenitalia;
• Universal service, regulated by a service contract for which Trenitalia receives
compensation from the State in order to guarantee transport within the
country, primarily in areas with low demand for mobility.
Regional and local public transport services, for which individual regions/autonomous
province clients define quantity and quality levels to meet the needs of society according
to available financial resources, are instead managed by the Regional Passenger Division
through service contracts entered into between Trenitalia and the individual
administrations. The Service Charters are annexed to service contracts with each
region/autonomous province.
In 2015, Trenitalia maintained the certification of its Integrated Environmental, Quality,
Health and Safety at Work Management System, UNI ES ISO14001:2004, UNI EN ISO
9001:2008, BS OHSAS 18001:2007, whose three-year renewal was obtained in
December 2014.
The information in this document is also available in specific Trenitalia publications with
different levels of detail, including the General Conditions for Passenger Carriage, the
Passenger Service Charters for medium to long-distance passenger carriage and
regional transport, the Traveller’s Guide, the sections dedicated to Trenitalia in the
Gruppo FS Italiane Sustainability Report, as well as on the websites www.trenitalia.com,
www.fsitaliane.it and www.fsnews.it.
TRENITALIA SERVICE QUALITY REPORT 2015
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