Trenitalia Service Quality Report 2016 Quality Report 2016. 33 ... railway undertakings are obliged...

TrenitaliaService Quality

Report 2016

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Tables of contents

33 INTRODUCTION

44 INFORMATION AND TICKETS

88 TRAIN PUNCTUALITY, GENERAL PRINCIPLES IN THE EVENT OF TRAFFIC DISRUPTIONS AND CANCELLATION OF TRAIN SERVICES

1122 CLEANING OF THE ROLLING STOCK AND STATIONS

1155 CUSTOMER SATISFACTION SURVEY

1166 HANDLING OF COMPLAINTS, REFUNDS AND COMPENSATION FOR NON-COMPLIANCE WITH SERVICE QUALITY STANDARDS

2200 ASSISTANCE PROVIDED TO DISABLED PERSONS AND PERSONS WITH REDUCED MOBILITY

IntroductionTrenitalia operates in the national and international passenger transport services sector.Essential conditions at the heart of Trenitalia’s mission include service safety, quality, workers’health and environmental protection and it considers the centrality of the relationship withcustomers to be the path through which to achieve a stable competitive advantage and tocreate value for its shareholders.Trenitalia’s entire organisation, committed to meeting customers’ needs and market demands,always ensures the highest safety standards and implements developmental andmodernisation plans in compliance with economic, social, and environmental sustainability. In order to fulfil its mission, the Company has an organisational structure that is divided intoDivisions, each of which is assigned the management of the business under its competence onthe basis of the uniqueness of the reference market.

In particular, medium to long distance passenger transport services are managed by thePassenger Long Haul Division and are divided into:

• Services to 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 the individual Regions/Autonomous Province clientsand the State (limited to certain interregional services) define quantity and quality levels to meet the needsof society according to available financial resources, are instead managed by the Regional PassengerDivision through service contracts entered into between Trenitalia and the individual administrations. ServiceCharters are annexed to the service contracts with each Region/Autonomous Province.In 2016, Trenitalia maintained the certification of its Integrated Environmental, Quality, Health and Safetyat Work Management System, UNI ES ISO14001:2004, UNI EN ISO 9001:2008, BS OHSAS18001:2007, whose three-year renewal was obtained in December 2014.Pursuant to Article 28.2 of Regulation (EC) No. 1371/2007 concerning the rights and obligations of railtransport passengers (hereinafter, "Regulation"), railway undertakings are obliged to publish an annualperformance report on service quality ("Service Quality Report").Through this document, Trenitalia aims to provide information on service quality standards, with particularreference to the following elements: information and tickets, train punctuality and general principles in theevent of traffic disruptions, cancellation of train services, cleaning of the rolling stock and stations, thecustomer satisfaction survey, handling of complaints, refunds and compensation for non-compliance withservice quality standards, and assistance provided to disabled persons and persons with reduced mobility.The information contained in this document is provided on the basis of available data in accordance withcommon methods and data collection technologies in use, with different levels of detail, including throughspecial Trenitalia publications, such as the General Conditions for Passenger Carriage, Service Charters, theTraveller's Guide, the sections dedicated to Trenitalia in the Gruppo FS Italiane’s Sustainability Report, aswell as on the websites trenitalia.com, rfi.it, fsitaliane.it, and fsnews.it.

Courtesy translation

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Information and tickets MMAANNAAGGEEMMEENNTT OOFF IINNFFOORRMMAATTIIOONN RREEQQUUEESSTTSS AATT TTHHEE SSTTAATTIIOONNTrenitalia staff provides information to customers on timetables and train services, on how tobook seats, on the progression of train traffic and assistance in the event of critical issues anddisruptions in rail traffic. Moreover, Assistance Offices in the main stations are open 365 days a year, also to collectreports. The list of Assistance Offices and their opening hours are published on the Trenitaliawebsite trenitalia.com. The handling of requests for information is ensured by ticketing staffwhere Assistance Offices are not available.

WWAAYYSS IINN WWHHIICCHH IINNFFOORRMMAATTIIOONN OONN TTRRAAIINN SSCCHHEEDDUULLEESS,, FFAARREESS AANNDD RRAAIILLWWAAYY

TTRRAACCKKSS IISS PPRROOVVIIDDEEDDTrenitalia provides several information channels for travellers:

• the trenitalia.com website;• Assistance Offices;• station ticket offices;• self-service ticket machines;• the Call Centres 89 20 211

• Trenitalia Group Offices 06 60 00 2

• for corporate customers, the freephone number 800 18 60 19 3 .

In particular, ready-to-use information needed to better organise a journey is also availableon the trenitalia.com website, including:

• The terms and conditions of carriage;• Train timetables and the conditions for the fastest journey and for the cheapest

journey;• Access conditions and the service available for disabled persons and persons with

reduced mobility (PRM);• Conditions for bicycle access;• The availability of services on board (couchettes, VL, food service, etc.);• Line disruptions, cancellation of services and staff strikes;• Procedures for the recovery of lost luggage (courtesy service for Frecce customers

in the stations of Torino Porta Nuova, Milano Centrale, Venezia Santa Lucia, Bologna Centrale, Firenze Santa Maria Novella, Roma Termini, Napoli Centrale and Reggio Calabria Centrale);

• Procedures for the submission of complaints.

IINNFFOORRMMAATTIIOONN DDUURRIINNGG TTHHEE JJOOUURRNNEEYYThe crew on board all Trenitalia trains are able to provide ongoing information to travellers,either directly or through the Public Address (PA) system. Trains on medium and long distance journeys are equipped with an automatic PA informationsystem (OBoE). Moreover, there are monitors providing information with constantly updatedtravel news (next stop, trains departing from the next stop, any delay, etc.) on boardFrecciarossa and Frecciargento train carriages. An automatic information system (OBoE) is installed on regional trains, directly linked to thecontrol room and capable of providing automatic information on the train’s running (nextstop, delays and pre-recorded service announcements).All new trains are equipped with useful information monitors such as train stop schedules, trainspeed, internal/external temperature, and commercial adverts targeting passengers.Moreover, the upgrade and modernisation of the remaining stock also includes the installationof monitors, amongst other measures.Through the "ViaggiaTreno" telematics tools (at viaggiatreno.it) and the Trenitalia App it ispossible to obtain the time and progression of each train in circulation on the entire Italianrailway network in real time. It is also possible to print the train’s time of arrival through the"ViaggiaTreno" site (using the "Print your arrival" function). Moreover, the mobile version isalso available and adapted to all Smartphone and Phablet devices using IOS, Android andWindows technology with displays smaller than 8 inches.

1) Call Centre 89 20 21 (from a fixed line network, the call connection fee, VAT inclusive, is €0.305 and €0.549 perminute. Costs from a mobile network vary depending on the provider. Call charges commence on the selection of thedesired option; 06 3000 (the reference rate is urban or suburban as defined by the customers’ telephone serviceprovider) or 199 89 20 21 (the cost is €0.10 per minute from a fixed line network, VAT inclusive, and varies from amobile network depending on the provider). Please read the privacy statement in the designated area of thetrenitalia.com website carefully before calling the Call Centre.2) From the fixed network at the cost of a local call from all over Italy. From mobile networks: Costs vary dependingon the service provider.3) Available from Monday to Friday from 8.30 to 18.00.

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AAVVAAIILLAABBIILLIITTYY OOFF SSTTAAFFFF IINN TTHHEE SSTTAATTIIOONN FFOORR IINNFFOORRMMAATTIIOONN AANNDD TTIICCKKEETT SSAALLEESSTrenitalia staff are present to provide information in the stations, with the exception of thosestations which, for commercial reasons, are unmanned.Tickets are sold through ticket offices or self-service ticket machines in the station.In stations where ticket office services are inactive and self-service ticket machines are notavailable, information is provided on alternative purchase methods in the nearest stationswhere the ticket office service or self-service ticket machines are available, and at the pointsof sale of partner networks and through the other sales channels that are available tocustomers (for example, the trenitalia.com website).

WWAAYYSS IINN WWHHIICCHH IINNFFOORRMMAATTIIOONN IISS PPRROOVVIIDDEEDD TTOO DDIISSAABBLLEEDD PPEERRSSOONNSS AANNDD TTOO

PPRRMMSSIn addition to information channels for all passengers, Trenitalia provides special services todisabled persons and persons with reduced mobility (PRMs), either directly or, similar to otherrailway undertakings operating in Italy, through the Blue Halls managed by the RFI . In stations where assistance services are not provided to disabled persons or persons withreduced mobility, information is provided on the nearest stations where the service isavailable.

Information on services offered is also provided through printed timetable publications ofTrenitalia’s “In Treno” (“On the Train”) editorial line.In particular, it is possible to download the free digital versions of the following products fromthe website trenitalia.com/tcom/Informazioni/Orario-ferroviario:

• "All Italy Digital Timetable": publication with national and international train timetables, local and metropolitan routes, and also enhanced by other transport companies’ offers.

• "Regional Digital Timetable": 11 regional editions containing timetables for all local and national trains that run in the territory of the Regions concerned. These publications include digital versions of over 100 types of timetables developed for specific regional routes and which are distributed free of charge in printed format especially at the respective regional transport ticket offices and in the main stations.

• "Le Frecce Digital Timetable": pocket-sized bilingual timetable in Italian and English exclusively dedicated to Trenitalia’s Frecce services. Also available in printed format distributed free of charge at Trenitalia ticket offices, the FRECCIAClub and on board trains as an insert in FS Group magazines.

Moreover, during events of international importance such as the Jubilee of Mercy in 2016,timetable publications of the In Treno editorial line are issued, focusing on the entire rail servicesuitable to reach the Event’s main site, specifically Rome, from any Italian and European trainstation served by national and international trains offered by Trenitalia. The Trenitalia website,therefore, provides digital versions of printed publications, "Reach Rome by train" bilingualtimetables and 7 types of timetables, distributed free of charge at Trenitalia ticket offices, theFRECCIAClub and on board trains as an insert in FS Group magazines (only the timetable inmagazines).In-station information on train and track timetables is provided by the Infrastructure Manager(RFI) through monitors and loudspeaker announcements.

TTIICCKKEETT PPUURRCCHHAASSIINNGG SSYYSSTTEEMMSSTickets can be purchased from the ticket offices (over 300 manned ticket offices and over1,900 self-service ticket machines located all over the country), in travel agencies throughoutthe country (approximately 6,500) and abroad (over 1,700), through the call centre, as wellas through sales points of the Lis Paga di Lottomatica circuits, Service Points and SisalPay(approximately 70,000), limited to tickets and regional subscriptions. Trenitalia also provides its customers with innovative ways for purchasing tickets such as thetrenitalia.com website, the Trenitalia App and the website version mobile.trenitalia.com, bothoptimised for navigation from smartphones. For medium and long-distance services, more than 40% of purchases in 2016 occurredthrough innovative channels such as the website and Smartphones. The share of salesof regional transport services through innovative channels is constantly growingalthough it is still lower than other services (about 8%).

4) More information on services offered to persons with reduced mobility is available in the section "Assistance providedto disabled persons and persons with reduced mobility" of this document.

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Train punctuality, general principles in theevent of traffic disruptions andcancellation of train servicesTrenitalia follows train movements in real time through product control rooms and the BusinessDivisions’ regional control rooms, coordinated by Trenitalia’s central control room. In the event of critical issues, the control rooms activate communication flows towards trainstaff for information to customers.The results of the key service factors (punctuality, movement anomalies, etc.) are subject todaily analysis and regular meetings, if necessary even with the Infrastructure Manager toaddress recurring issues (such as, timetables, staff shifts and the rolling stock) for ongoingimprovement.

DDEELLAAYYSS

* Percentage obtained from the RFI computer system. Values are calculated according to the scheduled time of departure.Delays due to exceptional events or strike are excluded (B1 Standard).** Percentage obtained from the RFI computer system. Values are calculated according to the scheduled time of arrival.Delays due to exceptional events or strike are excluded (B1 Standard).

DDEELLAAYY PPEERRCCEENNTTAAGGEE FFOORR DDEEPPAARRTTUURREESS 22001166 **TTyyppee ooff sseerrvviiccee

Medium and long-distance trains

Regional trains

International trains

<< 55’’

92.0 %

94.6 %

81.4 %

>> 55’’

8.0%

5.4 %

18.6 %

AAVVEERRAAGGEE DDEELLAAYY FFOORR AARRRRIIVVAALLSS ((MMIINNUUTTEESS)) 22001166 ****TTyyppee ooff sseerrvviiccee


Regional trains

6’

1,8’

International trains 6’

DDEELLAAYY PPEERRCCEENNTTAAGGEE FFOORR AARRRRIIVVAALLSS 22001166 ****TTyyppee ooff sseerrvviiccee


Regional trains

International trains

<< 6600’’

99.2 %

99.9 %

99.3 %

>>112200’’

0.2 %

0 %

0.1 %

6600’’--112200’’

0.6 %

0.1 %

0.6 %

PPEERRCCEENNTTAAGGEE FFOORR AARRRRIIVVAALLSS WWIITTHHIINN AA 00--1155 MMIINNUUTTEE DDEELLAAYY 22001166 ****TTyyppee ooff sseerrvviiccee


Regional trains

92.3 %

98.4 %

International trains 93.8 %

PPEERRCCEENNTTAAGGEE FFOORR AARRRRIIVVAALLSS WWIITTHHIINN AA 00--55 MMIINNUUTTEE DDEELLAAYY 22001166 ****TTyyppee ooff sseerrvviiccee

Regional trains 93.4 %

1111


1100


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Regional trains

0.6 %

1.6 %

International trains 0.5 %

*** Percentage obtained from the RFI computer system. Values refer to full and partial cancellations calculated withoutexclusions. (EN Standard).

DDIISSRRUUPPTTIIOONNSS

EExxiisstteennccee aanndd ddeessccrriippttiioonn ooff eemmeerrggeennccyy aanndd ccrriissiiss mmaannaaggeemmeenntt ppllaannss"Contingency plans", which are drawn up by the Infrastructure Manager with the railwayundertakings concerned, are implemented in the event of traffic disruption (both inoperational management and scheduled events).Dedicated contingency plans are prepared to address specific recurring situations. By way of example, the "snow contingency plan", which is drawn up annually togetherwith the Infrastructure Manager before changing to the winter timetable, defines theroles and responsibilities of the various stakeholders involved and identifies, based onthe infrastructure’s capacity, the trains that will run and those that will be cancelled. Forthe latter, timely information is provided to customers (for example, posters in the stationand information on the Trenitalia website).In the event of "line/equipment unavailability", specific train detour plans are providedwhich identify alternative routes and any estimated delay.Moreover, in the case of "particular events", appropriate contingency plans are drawnup with the input of the various stakeholders concerned (Infrastructure Manager, otherrailway undertakings, etc.) .Finally, Trenitalia has adopted organisational procedures that establish the proceduresto be followed in specific critical situations (rescue system, operational problems in atunnel, etc.) .

Support services as provided for by the Regulation are guaranteed in the event ofcritical problems related to traffic disruption, such as:

• Prompt information on critical issues in progress;• Full or partial refund in the cases provided for;• Reprogramming the journey with continuation on another train or on

alternative routes; • Use of alternative means of transport where necessary;• Accommodation and distribution of convenience items in such cases, wherever

possible.

The list of trains that are guaranteed to run in the event of a strike is specified on thetrenitalia.com website under the heading "In the event of a strike" in the "Informationand Assistance" section and is also accessible through special links, from the "In Treno- All Italy Timetable" and the "In Treno – Regional Timetable" publications.

The free phone number 800 89 20 21 is available for information in the event of a strikeor serious disruptions to traffic.

CCAANNCCEELLLLAATTIIOONNSS

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TTyyppee ooffIInntteerrvveennttiioonn DDeessccrriippttiioonn FFrreeqquueennccyy

SSttaattiioonnCClleeaanniinngg

This intervention is performed during the stop in the terminals where the trainterminates a commercial service and must be made ready for the next commercialservice. This intervention is aimed at restoring suitable cleanliness/hygiene conditionsof all areas by removing coarse waste within the rolling stock, thorough cleaningof the toilets and replenishing the water supply, soap and toilet accessories,cleaning/hygiene of the dining car and the corner bar, cleaning of fixed equipmentand surfaces used for the preparation and serving of food, and the removal ofwaste bags collected by the food service staff at the end of the service.

EEvveenn sseevveerraallttiimmeess aa ddaayy

DDaaiillyyCClleeaanniinngg

This intervention is aimed at restoring suitable cleanliness/hygiene conditions of allareas by removing coarse waste within the rolling stock by eliminating the dirt whichaccumulated during the previous commercial services performed in the daily routesand ensuring a high level of cleanliness and hygiene in all the areas that customerscome into direct contact with. With regard to the dining car and the corner bar, theintervention must ensure the cleanliness and hygiene of all surfaces, work surfacesand fixed equipment used for the food service.

DDaaiillyy

DDeeeepp--CClleeaanniinngg

This has the purpose of periodically restoring optimum conditions of cleanliness,hygiene and upkeep of all the components of the rolling stock, the dining car andthe corner bar through deep cleaning performed with special electro-mechanicalequipment, machinery and specific products that ensure the required level of quality.Moreover, toilet hygiene accessories must be cleaned, sanitised and disinfected.

1100--3300 ddaayyss

RRaaddiiccaallCClleeaanniinngg

This is intended to maintain the rolling stock, restoring all surfaces and componentsto an excellent condition from a customer’s perspective by means of precisevacuuming and washing, carried out exclusively with the use of suitable equipment,the use of specific products and steam generators. With regard to the dining carand the corner bar, the operation must ensure the cleanliness and hygiene of allsurfaces, even those that are normally inaccessible, work surfaces and fixedequipment. Radical cleaning also includes the manual cleaning of the rolling stock’sexternal surface, the heads and the drying of the rolling stock’s external windows.

3300--9900 ddaayyss

MMEEDDIIUUMM AANNDD LLOONNGG--DDIISSTTAANNCCEE TTRRAAIINNSS

Cleaning of the rolling stock and stations

CCLLEEAANNIINNGG IINNTTEERRVVAALLSS

Train cleaning services are carried out by companies selected through European tenderprocedures with contracts that are specialised by geographical area and by type of service,in order to ensure the highest quality cleanliness standards. Cleaning on board trains followsa programme of periodic and occasional interventions for each train category, their equipmentand during the journey. The following tables describe the activities and the frequency of the main types of intervention,for medium and long-distance trains and regional trains respectively.

TTyyppee ooffiinntteerrvveennttiioonn

DDeessccrriippttiioonn FFrreeqquueennccyy

FFaassttiinntteerrvveennttiioonn

Activity: cleaning toilets and quick waste removal. The aim is to restore the insideof the train to an acceptable condition of cleanliness through waste removal, theemptying of waste bins and minimum reconditioning of the toilets. The operation isperformed as necessary depending on passenger traffic and when the stops do notallow enough time for more in-depth operations.

AAss nneecceessssaarryy

MMaaiinntteennaanncceeiinntteerrvveennttiioonn

Activity: cleaning toilets, waste removal, sweeping and washing the floor, and thedusting of areas that customers come into contact with. The aim is to remove dirt,fingerprints, stains and dust accumulated on the floors and on the componentsthat are more subject to customer use and to give the toilets precise cleaning.

DDaaiillyy

BBaassiicciinntteerrvveennttiioonn

Activity: In addition to the previous interventions, thorough cleaning of floors andtoilets, washing windows, and combined seat vacuuming and stain removal, ifnecessary, and in-depth cleaning of specific rolling stock components.

WWeeeekkllyy

IInn--ddeepptthhiinntteerrvveennttiioonn

Activity: thorough cleaning of all surfaces using suitable equipment. This aims torestore the best hygienic conditions with the thorough washing of all the rollingstock components in order to also remove the dirt from interior areas that aredifficult to reach.

TTwwiiccee aa yyeeaarr

RREEGGIIOONNAALL TTRRAAIINNSS

Source: Trenitalia Technical Specifications "Rolling Stock Cleaning Services"

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AAIIRR QQUUAALLIITTYYTutte All train carriages are fitted with an air conditioning system. Two general basic checksare undertaken before use in the winter and summer season in order to maintain thefunctionality, hygiene and reliability of the air conditioning systems. Moreover, to ensure airquality, these systems are regularly maintained to check their proper functioning.Air exchange takes place by means of air conditioning systems, as provided for by prevailinginternational standards: the systems’ overall air flow rate is a mixture composed of externalair intake (based on the maximum number of passengers expected) and by recirculatedinternal air.On ETR1000 trains, air conditioning systems constantly monitor the internal air’s CO2 content,modulating the air exchange according to planned critical thresholds.

WWCC FFAACCIILLIITTIIEESSMedium to long distance trains are generally equipped with 2 WCs in each carriage (a WCfor disabled persons is available on the Frecce). WC facilities vary on regional trainsdepending on the type of rolling stock, as well as on the train’s composition.The presence of a cleaning service during journeys is currently provided on all Frecce trainsand on certain Universal Service and regional transport trains.

SSTTAATTIIOONN CCLLEEAANNIINNGGFor station cleaning, please refer to the information provided by the respective stationmanager.

Customer satisfaction surveyResults for the year 2016 are illustrated in the following tables.

SSTTAAGGEESS OOFF TTHHEE JJOOUURRNNEEYY (% Satisfied Passengers)MMeeddiiuumm aanndd LLoonngg DDiissttaannccee

Travel preparation 96.7%

Entry into departure station

Time spent in the station

82.5 %

84.4 %

Time spent on board the train 91.9 %

Exit from the arrival station 86.0 %

Overall rating 91.8 %

RReeggiioonnaall TTrraannssppoorrtt

93.1 %

79.1 %

82.8 %

80.0 %

78.2 %

79.6 %

Information 97.3 % 94.4 %

TTIIMMEE SSPPEENNTT OONN BBOOAARRDD (% Satisfied Passengers)MMeeddiiuumm aanndd LLoonngg DDiissttaannccee

Comfort 91.5 %

Cleanliness

Punctuality

88.9 %

80.9 %

Information on board 90.7 %

Staff 96.0 %

RReeggiioonnaall TTrraannssppoorrtt

79.3 %

65.6 %

70.0 %

77.2 %

91.2 %

Decor 90.1 %

On-board safety

WC functionality

88.5 %

81.4 %

77.4 %

76.2 %

57.5 %

CCUUSSTTOOMMEERR SSAATTIISSFFAACCTTIIOONN SSUURRVVEEYY (% Satisfied Travellers 6-9) Whole networkInformation to the public in critical situationsVisible and efficient information clarity and promptness of systems

Quality of printed information – arrival/departure timetables

Security

Cleaning

Blue Halls service on the whole

91.8 %

97.0 %

97.4 %

89.0 %

98.2 %

99.0 %

Maintenance and decor 98.4 %

Source: RFI Customer Satisfaction Survey

Source: Trenitalia Customer Satisfaction Survey

Source: Trenitalia Customer Satisfaction Survey

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Handling of complaints, refunds andcompensation for non-compliance withservice quality standards

MMEETTHHOODDSS UUSSEEDD BBYY RRAAIILLWWAAYY UUNNDDEERRTTAAKKIINNGGSS TTOO IINNFFOORRMM PPAASSSSEENNGGEERRSS OOFF TTHHEEIIRR RRIIGGHHTTSS

AANNDD TTHHEE OOBBLLIIGGAATTIIOONNSS IINNCCUUMMBBEENNTT UUPPOONN TTHHEESSEE UUNNDDEERRTTAAKKIINNGGSS PPUURRSSUUAANNTT TTOO

RREEGGUULLAATTIIOONN NNOO.. 11337711//22000077 WWHHEENN SSEELLLLIINNGG TTIICCKKEETTSS PPUURRSSUUAANNTT TTOO AARRTTIICCLLEE 2299.. Trenitalia provides passengers with information pertaining to their rights and obligations onthe trenitalia.com website, at ticket offices and Assistance Offices, the call centre, travelagencies, through support staff and on-board trains.Moreover, information on how to contact the Transport Regulation Authority (TRA) to submitreports pursuant to the Regulation is available in the Service Charters and provided throughspecific communication on board trains and in the stations.

PPRROOCCEEDDUURREE AAPPPPLLIIEEDD TTOO TTHHEE HHAANNDDLLIINNGG OOFF CCOOMMPPLLAAIINNTTSSA complaint may be sent to Trenitalia by filling out the report form available in Italian andEnglish on the trenitalia.com website in the "Information and Assistance" section, or at theassistance and sales offices, or even by correspondence. Complaints are handled through anintegrated IT platform. Types of complaints are traced to the pre-journey stage (e.g.information and purchase), the journey (e.g. assistance, comfort on board, the environment,the functioning of equipment and convenience items) and post-journey (e.g. assistance fordelays and refunds/compensation).

TTHHEE NNUUMMBBEERR OOFF CCOOMMPPLLAAIINNTTSS AANNDD RREESSUULLTTSSThe trenitalia.com website is currently the contact channel that is most used for the submissionof complaints through the completion of the online form.Data relating to complaints5 are illustrated in the following tables, broken down by servicetype.

CCOOMMPPLLAAIINNTTSS OOVVEERR MMAARRKKEETT LLOONNGG HHAAUULL PPAASSSSEENNGGEERR SSEERRVVIICCEESS -- 22001166No. of complaints received 48.472

Average Response Time (No. of days)

Main causes of inefficiency subject to complaint

8.2Service Level (58%)

Regularity and Punctuality (23%)Comfort (7%)

No. of complaints processed 48.119

Source: Microstrategy processing of CRM data. Note: the “Service Level” item is mainly composed of online Sales-Ticketing sub-items (website) amounting to 33%,Offer-Loyalty Programmes (30%), and Regulations (11%).

CCOOMMPPLLAAIINNTTSS OOVVEERR UUNNIIVVEERRSSAALL LLOONNGG HHAAUULL PPAASSSSEENNGGEERR SSEERRVVIICCEESS -- 22001166No. of complaints received 17.719



7.6Service Level (38%)

Regularity and Punctuality (32%)Comfort (13%)


Source: Microstrategy processing of CRM data. Note: the “Service Level” item is mainly composed of Regulation sub-items (32%), Bonus Management/Refunds/Claims(28%), and online Sales-Ticketing (14%).

CCOOMMPPLLAAIINNTTSS OOVVEERR RREEGGIIOONNAALL PPAASSSSEENNGGEERR SSEERRVVIICCEESS -- 22001166No. of complaints received 26.158



15,7Service Level (46%)

Regularity and Punctuality (26%)Front Line Staff (9%)


Source: Microstrategy processing of CRM data. Note: the “Service Level” item is mainly composed of Regulation sub-items (39%), Sales through self-service ticketing(20%), and Bonus Management/Refunds/Claims (9%).k

TTIICCKKEETT RREEFFUUNNDDSSCustomers may obtain a ticket refund, less a deduction, if they cancel the journey for personalreasons, except in the case of special offers such as promotional fares, where this possibilityis excluded.Where the cancellation of the journey is due, instead, to the train’s cancellation or to areasonable forecast delay exceeding 60 minutes upon arrival, all types of tickets are refunded.

CCOOMMPPEENNSSAATTIIOONN FFOORR DDEELLAAYYSS OORR FFOORR AAIIRR CCOONNDDIITTIIOONNIINNGG FFAAUULLTTSSCompensation amounting to 25% of the ticket price for delays of 60 to 119 minutes and50% for delays of 120 minutes or more is provided for customers who arrive late at adestination, regardless of the cause of the delay. Trenitalia also issues a bonus amounting to 25% of the ticket price for delays between 30 and59 minutes exclusively on Frecciarossa, Frecciargento and Frecciabianca trains.

5) In addition to the new complaints registered in the reference year, the number of complaints received includes thecomplaints received from other units and customers’ replies. In addition to resolved complaints, the number of processedcomplaints includes those sent that fall under other units’ area of competence. The misalignment of data is mainly dueto the flow of complaints resolved by the receiving unit and sent, due to the area of competence, to other FS Groupunits.

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Assistance and compensation for delays (to be calculated on the full amount paid) areguaranteed for passengers holding tickets for travel solutions (proposed by Trenitalia’s salessystems) covering more national transport services ("global ticket") or national transportservices and regional services by Trenitalia in combination between them ("mixed globalticket"). Compensation is not paid for free tickets and when the amount is less than €4 perpassenger.A bonus amounting to 25% of the ticket price is paid to customers on the Frecciarossa,Frecciargento, Frecciabianca and Intercity trains (excluding international trains operatingdomestically) in the event of an air conditioning fault in the whole carriage in which thecustomer is located and if it is impossible to assign a place in another carriage. Claims for compensation for medium and long distance trains may be made within twelvemonths of the journey at ticket offices, the travel agency that issued the ticket, or by filling outthe specific online form on the trenitalia.com website, and through the Call Centre.Exclusively for tickets purchased online, compensation may also be claimed through thetrenitalia.com website with the “Claim Compensation” feature available after entering thejourney’s details. For regional transport, the Service Contracts entered into with the Regions and Provinces forRegional Transport provide that Trenitalia is liable to incur penalties if certain inherent qualitystandards are not met. This is a measure through which Client Institutions may act to protectusers, by ensuring full redress for any inconvenience or damages suffered.

JJOOIINNTT CCOONNCCIILLIIAATTIIOONNThe Conciliation Procedure, introduced with the Memorandum of Understanding signed withConsumer Associations for journeys made on medium and long distance trains, provides thata customer who is not satisfied with the answer received to the complaint or to the requestfor a refund or compensation, may ask the Conciliation Committee to review the case. The Committee is composed of a representative from the Consumer Association chosen bythe customer, and by a representative from Trenitalia.The procedure is free for customers and it is not binding since it is up to the customer to freelyaccept the proposed solution.The request is evaluated respecting the principles of fairness, Trenitalia’s contractualcommitments and legislation on consumer protection.The procedure is concluded within an average of 38 days having a positive outcome in 94%of cases during 2016. Joint Conciliation has evident economic and social benefits and reducesthe chances of litigation. Regulatory developments at European and national level acknowledge that joint conciliationis a success and a best practice.EU Directive 11/2013 has been transposed by Legislative Decree 130/2015 that regulatesAlternative Dispute Resolution (A.D.R.) bodies and recognises a reinforced juridical-legal valueto joint conciliation bodies. Trenitalia is registered with the Ministry of Economic Development in the list of ADR bodies

operating in Italy and is entered on the platform of the European Commission’s Online DisputeResolution (ODR).In line with EU guidelines, Trenitalia participates in the public fund established by the Ministryof Economic Development for the payment of contributions towards costs to ConsumerAssociations participating in the Joint Conciliation Protocols.

MMAAIINN AACCTTIIOONNSS IIMMPPLLEEMMEENNTTEEDD IINN 22001166 FFOORR TTHHEE IIMMPPRROOVVEEMMEENNTT OOFFIINNEEFFFFIICCIIEENNCCIIEESS RREEPPOORRTTEEDD BBYY CCLLIIEENNTTSS TTHHRROOUUGGHH CCOOMMPPLLAAIINNTTSSWorth mentioning with regard to medium and long distance transport are the:

• Changes in the organisation of staff shifts and the enhancement of Control Room coverage to monitor compliance with punctuality in departure times;

• Efficiency measures on certain train paths with a consequent improvement in train circulation;

• Specific maintenance actions on air conditioning systems and the decor’s renovation on certain types of Intercity carriages;

• Extension of the OBoE System for on-board information to customers on the Intercity fleet;

• Actions to improve the management of sales transactions and payments on the website;

• Call Centres’ technological and organisational upgrade;• Upgrading of customer care offices with workstations equipped with the new

integrated commercial platform;• Provision of Tablet devices to assistance staff to improve customer reception.

With reference to regional transport, Trenitalia’s important investment in rolling stock, also byvirtue of multiyear service contracts, has already enabled a partial upgrading of the fleet.Investment will continue over the next few years, for which Trenitalia has concluded a publictender for the purchase of regional high and medium capacity trains. The rolling out of newtrains, scheduled from 2019 onwards, will lead to the renewal of 75% of the entire regionaltransport’s rolling stock fleet.In addition, the move towards digitisation and technological innovation continues, such asthe on-board global video surveillance or the use of the Trenitalia App as a commercialchannel and information tool. In particular, the new video surveillance system on-board trainsconsists of monitors that transmit colour images in real time taken by many cameras; these filmsare also recorded on special media in order to allow potential deferred viewing by SecurityForces if necessary. The monitors can alternate images from the cameras with other useful on-board travel information such as train speed, the internal/external temperature, train stoptimes and commercial adverts targeting passengers. New changes are designed to deterpotential unlawful acts on-board by ill-intentioned persons and vandals, with the aim ofincreasing security standards on trains and offering a more tranquil and comfortable journeyto passengers who have chosen the train for their travels.

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Assistance provided to persons withdisability and persons with reducedmobility AASSSSIISSTTAANNCCEE PPRROOCCEEDDUURREE AADDOOPPTTEEDDTrenitalia uses the services of RFI, the National Infrastructure Manager, for the managementof ground services to disabled persons and persons with reduced mobility. RFI, in its capacityas “station operator” pursuant to the Regulation, is responsible for ensuring station accessibilityto all citizens in departure, transit and arrival, with particular attention to disabled personsor persons with reduced mobility (PRM), by providing suitable in-station assistance services andtargeted information.

RFI assistance services are aimed at:• Persons with limb problems, including temporary, or persons who have difficulty in

walking• Persons using a wheelchair (see details) • Blind or visually-impaired persons• Hearing-impaired persons or persons with hearing disabilities• The elderly• Pregnant women

Travellers who are not self-sufficient and who request assistance services could be takenunder the wing of a personal assistant in-station or accompanied during the journey.RFI’s assistance circuit includes over 270 stations spread across the country. These are identifiedon the basis of accessibility characteristics, the types of trains that stop in them and theeffective demand from the customer base.

PRM information and assistance services can be requested by:• Going to one of RFI’s 14 Blue Halls open from 6:45 to 21:30 daily, including public

holidays;• Sending an email to one of the 14 Blue Halls; • Phoning one of the 14 Blue Halls between 6:45 and 21:30 daily, including public

holidays, through the freephone number 800 90 60 60 (from landlines) or the national number at ordinary tariff 02.32.32.32 (from landlines and mobile phones);

• Phoning Trenitalia’s Call Centre 199 89 20 216 (option 5 to book the assistance service for customers with reduced mobility) or 06 30007 for 199 non-enabled users.

6) From the fixed network (VAT inclusive): connection fee: €0.00; cost per minute: €0.10. From a mobile phonenetwork: costs vary depending on the carrier through which the call is made.7) Costs: the reference rate is the urban or suburban rate established by the customer’s telephone service provider.

From a mobile phone network: costs vary depending on the mobile service provider.

Each Blue Hall provides information on the assistance offered by RFI in all the circuit stationsand a 24-hour booking service related to:

• In-station welcome at the agreed meeting point or, for incoming travellers, the seat occupied on the train;

• Accompaniment on-board outbound trains or at the station exit for inbound trainsor, for those continuing the journey, on-board another train;

• Wheelchair provision upon request for in-station accompaniment to/from the train;

• Boarding and alighting from a train through a platform lift for travellers in wheelchairs;

• Potential service for hand luggage (1 baggage) upon request.

For more information on how to book services and for all other information on PRM assistanceservices, please refer to the specific section on the trenitalia.com website and on theInfrastructure Manager’s website (rfi.it).

NNUUMMBBEERR OOFF AASSSSIISSTTAANNCCEE CCAASSEESS BBYY SSEERRVVIICCEE CCAATTEEGGOORRYYIn 2016, Trenitalia provided approximately 265,000 services to passengers with reducedmobility through RFI’s Blue Halls (approximately 165,000 services for medium and longdistance transport and approximately 100,000 for regional transport).

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