Article 1 – Use of Seats Reserved for People with Disabilities

Each passenger may occupy only one seat. All seats marked with a special sign are reserved for certain categories and may only be occupied by the passenger if no person from the specified categories is present.

 

Article 2 – Regulations

To travel by rail, one must observe the General Conditions of Transport. Any violation will be verified and contested by Cotral personnel acting as Administrative Police pursuant to L.R. 16/2003.

 

Article 3 – Access and Stops

It is always prohibited to enter areas, enclosures, and their dependencies, as well as trains parked in depots, unless one is part of the staff.

Violators will receive fines ranging from €10.00 to €30.00 (art. 19, D.P.R. 753/80).

Without a valid ticket, access to any station area marked by turnstiles, gates, or other controlled entries is prohibited.

Unauthorized access or stops in designated areas, enclosures, and facilities marked with prohibition signs will be punished with fines ranging from €51.00 to €258.00 and up to two months’ arrest (D.P.R. 753/80).

 

Article 4 – Prohibition of Crossing Tracks

Crossing the tracks is prohibited for all persons not working at railway stations. In the absence of overpasses or underpasses, it is only permissible to cross the tracks at designated points and by following the rules set by the staff.

It is always prohibited to cross a track when a train or any other rolling stock is approaching, as well as to cross the tracks between stationary vehicles.

In emergencies, crossing the tracks may be necessary; in such cases, however, it is mandatory to listen to and follow the instructions of the staff.

Anyone disregarding these rules will receive a fine ranging from €5.00 to €15.00 (art. 21, D.P.R. 753/80).

 

Article 5 – Travel Ticket

To travel, it is mandatory to have a valid travel ticket, which serves as proof of payment for the ticket and, if applicable, for luggage.

Each ticket must be validated upon entry and kept throughout the journey to be shown to the staff.

Electronic cards and paper subscriptions must also be validated on each journey.

The traveler is responsible for verifying the correctness of the date and time of validation and for completing travel tickets that require manual personalization.

If electronic validators are not working, it is mandatory to contact station staff.

By purchasing a travel ticket, passengers automatically accept the terms and regulations related to transportation.

The travel ticket is personal and non-transferable. Subscriptions, including discounted ones, are not cumulative.

For information on discounts on services, visit www.cotralspa.it and www.regione.lazio.it.

 

Article 6 – Travel Irregularities

A passenger without a travel ticket must pay, in addition to the ticket for the entire journey (from the starting terminal to the destination terminal), a fine of €100.00.

A passenger is considered to be without a travel ticket when:

– although they have a ticket, it is not validated; – they use an expired ticket or subscription; – they use a regular ticket or subscription on routes requiring a specific travel ticket; – they use a ticket or subscription with a lower fare or route than required; – they present a customized subscription filled out incorrectly; – they use an expired travel ticket; – they present a Cotral or Metrobus electronic card without a purchase receipt or with an illegible receipt.

Anyone presenting a travel ticket that has been validated multiple times or with counterfeit or altered signs must pay, under articles 465 and 466 of the penal code, a fine of €103.00 to €309.00. In addition, the ticket itself will be seized (penalized articles as per Legislative Decree 507/99).

It is forbidden to transfer travel tickets, whether personalized or not, after the journey has begun (pursuant to art. 24 of D.P.R. 753/80).

Anyone who transfers a personal travel ticket will have to pay the fine described above (pursuant to art. 5 L689/81).

Under D.P.R. 753/80, it is prohibited to:

– activate alarms and emergency devices without necessity or danger; – board or disembark from vehicles that are not fully stopped; – throw objects from the window; – smoke; – damage or dirty company vehicles or facilities; – sell, solicit donations, sing, play music, and similar activities; – board while intoxicated or in a condition that may disturb other passengers; – transport weapons (unless law enforcement officers); – transport dangerous or harmful goods; – access station platforms via paths other than those indicated.

 

Article 7 – Smoking Prohibition

As required by Law No. 3 of January 16, 2003, and subsequent amendments, smoking is strictly prohibited in all station areas and related facilities.

Violators will be fined between €25.00 and €250.00. The fine will be doubled if the passenger is caught smoking in the presence of a pregnant woman or children up to twelve years old (Law No. 3 of January 16, 2003, and subsequent amendments and integrations).

 

Article 8 – Hand Luggage Transport

Each passenger may bring one piece of hand luggage with dimensions less than 90 cm on each side.

In both the station and during the journey, luggage must be positioned so as not to inconvenience other passengers.

Sharp-edged, flammable, or fragile luggage is not allowed, except for musical instruments in cases (maximum dimensions 150x50x20 cm), portfolios (maximum dimensions 100x70x5 cm), and shopping bags on wheels.

Strollers are allowed for free, but the following behavior rules must be followed:

– Enter and exit stations through the designated wider gates; – on escalators and stairs, children must be held in hand or carried, and the stroller must be folded; – use the elevator if available; – strollers must be placed in a way that does not obstruct other passengers on board. During the journey, hold the stroller and lock the wheels to prevent movement in case of sudden braking.

 

Article 9 – Child Transport

Children up to ten years old, accompanied by an adult, travel free on Cotral transportation within the territory of Rome Capital. On the regional network, children under one meter in height travel free, one per adult.

 

Article 10 – Animal Transport

Animal transport is permitted under the following conditions:

1- Dogs, cats, and other small domestic animals must be kept in appropriate containers under 50 cm on all sides (a maximum of two containers per passenger).
2- Small or medium-sized dogs with a muzzle and on a leash are allowed from the start of service until 7:30 a.m., from 9:30 a.m. to 5:30 p.m., and from 8:30 p.m. until the end of service. Only one dog per car is allowed.
3- Guide dogs accompanying blind or visually impaired individuals are allowed without time restrictions, even without a muzzle. The dog must wear a muzzle only if specifically requested by the staff or passengers.

On escalators, dogs must be carried, except for guide dogs certified as eligible for escalator transit by recognized institutions or schools from the Italian Blind and Visually Impaired Union.

The guide dog accompanying the visually impaired person must also be insured for third-party liability for escalator or moving walkway transit. Only guide dogs accompanying blind or visually impaired persons may use elevators, kept on a leash. Transported animals must be kept so as not to disturb other passengers, nor obstruct passages or boarding and disembarking doors. In case of disturbance to other passengers, the animal may be removed upon request from Cotral or Astral staff. Passengers accompanying animals are responsible for any damage caused to people, vehicles, or property.

 

Article 11 – Bicycles and Other Micromobility Vehicles

Foldable bicycles with muscular traction are allowed free of charge, provided they measure less than 110x80x40 cm when closed and are preferably stored in dedicated cases.

The transport of bicycles, scooters, and other electric micromobility vehicles (battery-powered) is prohibited.

Passengers with bicycles or scooters must observe the following conditions:

– each passenger may bring only one bicycle or scooter; – those traveling with a bicycle or scooter are responsible for any damage caused to people or property (including themselves) and must exercise the utmost caution during the journey and while entering and exiting the train and station (especially ensuring the wheels are clean).

At stations equipped with elevators, including those where elevators are out of service, bicycles are always prohibited on:

– fixed stair ramps less than 2 meters wide; – escalators; – fixed stair ramps when the parallel escalator is out of service.

If a passenger with a bicycle is unable to enter or exit the station, they must change stations.

Passengers with bicycles or scooters must use elevators, but priority is always given to passengers without.

Passengers with bicycles or scooters are only allowed in the first car in the direction of the train.

Entrance and exit from the station must occur through the widest gate.

Children under 12 may board trains with a bicycle or scooter only if accompanied by an adult.

Inside the car, bicycles and scooters must be securely held to prevent them from falling and positioned to avoid obstructing passenger or staff entry and exit.

Passengers with bicycles or scooters must also comply with any further instructions given by staff, either directly or via public address announcements.

In the event of overcrowding, station staff may ask passengers with bicycles or scooters to wait for the next train.

In emergencies or if an evacuation is necessary, bicycles or scooters must be left on board or placed where they will not obstruct other passengers. If recoverable, the bicycle will be returned to the owner upon presentation of a ticket and identification.

If the station is overcrowded, station staff may temporarily deny access to passengers with bicycles or scooters.

Riding bicycles or scooters inside the station is prohibited; they must be pushed by hand, following any marked paths if available.

 

Article 12 – Payment of Fines and Appeals

As established by L.R. 7/2014 art. 139, the cost of fines is lower if paid within 5 days from the date of the fine (this payment method is also allowed for violations concerning the provisions of DPR 753/80, without adding the travel ticket and without prejudice to Cotral’s right to request compensation for any damages).

The offender must pay the fine using postal payment slip no. 1001517604 payable to: Cotral SpA, Via Bernardino Alimena 105, 00173 Rome. The slip’s purpose must include the fine number.

Cotral customers fined by Cotral staff may submit an appeal within 30 days from the fine’s notification date (no appeal is allowed on a warning notice), by following the online procedure available at https://www.cotralspa.it/scrivici.

If the appeal is rejected, the offender must also pay the administrative procedure costs.

Customers who declare they have a monthly or annual subscription, or a discounted or free travel pass at the time of inspection, must submit the following documentation within 5 days from the date of the fine (original if hand-delivered to Cotral presidia, copies if sent to ufficio.ricorsi@cotralspa.it):

– monthly subscription validated before the fine, plus a €10.00 photocopy of payment to postal account n. 1001517604 payable to Cotral SpA, specifying “procedure expenses” and the fine number in the purpose;

– annual subscription with the purchase contract if in paper form, plus a €10.00 photocopy of payment to postal account n. 1001517604 payable to Cotral SpA, specifying “procedure expenses” and the fine number in the purpose;

– discounted or free pass, plus a €10.00 photocopy of payment to postal account n. 1001517604 payable to Cotral SpA, specifying “procedure expenses” and the fine number in the purpose.

 

Article 13 – Transport of Persons with Reduced Mobility

Passengers in wheelchairs must use the reserved space and attachment device. On board, the service is available on the entire Metromare line fleet. On the urban route of the Rome – Viterbo line, the Flaminio stop is equipped with a lift, as are Civita Castellana and Rignano Flamino. The assistance service for passengers with reduced mobility at the station is provided by Astral Spa, the infrastructure manager. Booking is required at least 48 hours before the start of the journey via email to assistenza.prm@astralspa.it. For information, you can contact 3666560614 daily from 9 a.m. to 12 p.m. and 2 p.m. to 5 p.m.

 

Article 14 – Respect for Health and Public Hygiene

In the event of flu or respiratory symptoms, the use of a protective mask is recommended.

 

Article 15 – Refunds and Compensation

For delays over 60 minutes, in the absence of substitute transport services, the passenger may choose between:

1- full refund of the validated ticket (both for the part or parts of the trip not completed and for the part or parts already completed), if the trip is no longer useful for the original plan. Additionally, they may return to the starting point as soon as possible;

2- continuation of the journey to the final destination as soon as possible, including with substitute transport services.

The ticket is non-refundable if the passenger is informed of the delay before ticket validation.

In case of choice 2, the passenger is still entitled to compensation as follows:

1- 25% of the ticket price for delays between 60 and 119 minutes;

2- 50% of the ticket price for delays of 120 minutes or more.

Ticket price reimbursement is made within 30 days from the submission of the request. Compensation below 4 euros is not provided.

Subscriptions are non-refundable. However, compensation is granted for each month in which more than 10% of scheduled trains experience delays over 15 minutes or are canceled. In this case, the compensation is 10% of the monthly subscription or 1/12 of 10% of the annual subscription. Compensation is made within 60 days from the submission of the request. Compensation below 4 euros is not provided.

You can request refunds or compensation within 90 days:

– by completing the online form available at cotralspa.it – in person at the Cotral office at Via Bernardino Alimena 105, Rome, and, from July 15, 2023, at the Metromare stations of Porta San Paolo and Rome-Viterbo at Flaminio. – by registered mail sent to:

– identification details of the passenger (name, surname, contact) or the representative, attaching the delegation and the customer’s identity document if applicable; – identification details of the trip made or planned (date, departure time, origin, and destination) and a copy of the ticket. Indicating the train number, if known; – a copy of the validated ticket; – a description of the experienced service disruption.

Refund requests can be submitted in Italian or English.

If a trip advertised as accessible to people with disabilities is operated by a non-accessible train, or replaced by a non-accessible bus, the customer is entitled to compensation of €20 in addition to the ticket refund. The request can be made through this form. Compensation is made within 30 days from the submission of the request.

In case of refund or compensation denial, the customer can:

– submit a request at the Lazio Region Conciliation Chamber, established by Regional Law of March 7, 2016, No. 1 and subsequent amendments. – Submit a conciliation request to the Transport Regulation Authority via the ConciliaWeb tool available at https://www.autorita-trasporti.it/conciliaweb/. – Submit a second-instance complaint to the Transport Regulation Authority (ART) through the Complaint Acquisition System (SiTe), available at www.autorita-trasporti.it, or by sending the specific “Complaint Form” – available on the same site, to Via Nizza 230, 10126 Turin, or by sending a PEC to pec@pec.autorita-trasporti.it.

 

Article 16 – Complaints

Complaints can be submitted through several channels:

– The simplest and quickest way is by completing the online form available at cotralspa.it/reclami. – By calling our toll-free number 800 174 471, available Monday through Saturday, from 7:00 a.m. to 8:00 p.m. An email receipt will be sent to the customer, confirming the correct registration in our systems and a unique number assigned to the report. – By registered mail sent to:

– identification details of the passenger (name, surname, contact) and the representative, attaching the delegation and the user’s identity document if applicable; – identification details of the trip made or planned (date, departure time, origin, and destination), a copy of the ticket, and a description of the experienced disruption. – In person at the Cotral office at Via Bernardino Alimena 105, Rome, and at the Metromare stations of Porta San Paolo and Rome-Viterbo at Flaminio.

Complaints can be submitted in Italian or English, within 90 days from the date of the alleged disruption.

A response to the complaint will be provided within 30 days.

In case of no response, the customer is entitled to automatic compensation calculated as follows:

– for a delay between 91 and 120 days, compensation equal to 10% of the ticket cost needed to cover the route subject to the complaint.

 

Zone Metrebus	Monthly Subscription Cost	Compensation for response > 90 days	Compensation for response > 120 days	Annual Subscription Cost	Compensation for response > 90 days	Compensation for response > 120 days
1	€24.50	€4.00	€8.00	€172.00	€10.00	€20.00
2	€35.00	€4.00	€8.00	€245.30	€10.00	€20.00
3	€59.50	€4.00	€8.00	€404.00	€10.00	€20.00
4	€73.50	€4.00	€8.00	€488.10	€10.00	€20.00
5	€91.00	€4.00	€8.00	€590.80	€10.00	€20.00
6 and 7	€108.50	€4.00	€8.00	€688.40	€10.00	€20.00

For monthly subscriptions, only one compensation is recognized during the validity period of the travel ticket. For annual subscriptions, compensation is recognized up to a maximum of 6 times during the validity of the travel ticket.

– Compensation is not provided if the compensable amount is less than €4, if the complaint was submitted without the minimum necessary information, or if compensation has already been paid for a complaint related to the same journey.

– Compensation will be provided by bank transfer.

If there is no response within 30 days, or in case of an unsatisfactory response, the customer can:

– submit a request at the Lazio Region Conciliation Chamber, established by Regional Law of March 7, 2016, No. 1 and subsequent amendments. – Submit a conciliation request to the Transport Regulation Authority via the ConciliaWeb tool available at https://www.autorita-trasporti.it/conciliaweb/. – Submit a second-instance complaint to the Transport Regulation Authority (ART) through the Complaint Acquisition System (SiTe), available at www.autorita-trasporti.it, or by sending the specific “Complaint Form” – available on the same site, to Via Nizza 230, 10126 Turin, or by sending a PEC to pec@pec.autorita-trasporti.it.

 

Article 17 – Lost Property

A lost property request can be made by completing the online form on cotralspa.it.

 

Article 18 – Train Replacement Service

It is activated in case of rail traffic disruptions or total or partial cancellation of services to ensure passengers reach the final destination station of the journey. The replacement train service provides buses, taxis, or ncc vehicles depending on the number and characteristics of passengers and is regulated in the intervention plan published in the Transparent Company section of the website.

 

Article 19 – Personal Data Protection

The processing of personal data is carried out in compliance with EU Regulation 679/2016 and Legislative Decree 196/2003. The purposes and methods of processing are set out in the privacy notice on cotralspa.it.

It is prohibited to film, photograph, or record Cotral personnel in the performance of their duties.