Submit a complaint
Have you experienced poor service?
If you believe you have experienced poor service, you can submit a complaint to us.
Before submitting your complaint, we recommend that you consult the Conditions of Carriage to check the rules applicable to your journey.
Submit a complaint onlineYou can choose one of the following options:
- fill in the online form on this page directly;
- download the printable form, fill it in and send it by email to reclami@saisautolinee.it;
- download the printable form, complete it and send it via certified email (PEC) to saisautolinee@pec.it;
- download the printable form, complete it and send it by registered post with acknowledgement of receipt to:
SAIS Autolinee S.p.A.
Via Principe di Paternò 74/b - 90144 Palermo
Download the printable form
For services to which Article 27 of Regulation (EU) No 181/2011 applies, the complaint must be lodged within three months of the date on which the service was provided or should have been provided.
Within one month of receiving the complaint, SAIS Autolinee will inform the passenger whether the complaint has been upheld, rejected or is still under consideration.
If the complaint is still under consideration, the notification shall indicate, as far as possible, the expected timeframe for the conclusion of the investigation.
A final response shall be provided within the time limits laid down by the applicable legislation and, for complaints falling within the scope of Article 27 of Regulation (EU) No 181/2011, within three months of receipt.
Compensation for a late response
In the cases provided for by the regulations of the Transport Regulatory Authority, passengers are entitled to automatic compensation amounting to at least:
- 10% of the ticket price, if a response is provided between the 91st and 120th day following receipt of the complaint;
- 20% of the ticket price, if no response is provided by the 120th day following receipt of the complaint.
For bus passes, the same percentages apply to the daily rate of the season ticket, calculated by dividing the total cost by the number of days of validity.
Compensation is not payable where:
- the amount is less than 4 euros;
- the complaint was not lodged within the prescribed time limits;
- the complaint was not submitted via the specified channels or does not contain the minimum required information;
- the passenger has already been awarded compensation for a complaint relating to the same journey.
The acceptance of the complaint does not automatically entail the award of a refund or compensation if the applicable legislation does not provide for a specific form of financial redress.
Before contacting the Transport Regulation Authority (Autorità di Regolazione dei Trasporti – ART), passengers must submit their complaint to SAIS Autolinee.
Subsequently, you may lodge a second-instance complaint with the ART:
- after receiving a response they consider unsatisfactory;
- or, in the absence of a response, once 90 days have elapsed since the complaint was submitted to SAIS Autolinee.
The second-instance complaint enables the Authority to investigate any breaches of passenger rights regulations and to exercise its powers to impose sanctions. It is not intended to secure refunds, compensation or damages directly.
The procedures, requirements and available channels are set out on the Authority’s website.
For disputes covered by the regulations of the Transport Regulatory Authority (ART), passengers may use the ConciliaWeb platform after submitting a complaint or a claim for a refund or compensation to SAIS Autolinee.
The application may be submitted when:
- at least 30 days have elapsed without a response;
- or the response received is deemed unsatisfactory;
- no more than one year has elapsed since the complaint or claim was submitted.
ConciliaWeb allows you to seek a resolution to the dispute, including any financial claims, without immediately resorting to the courts.
Access to the platform is via SPID or CIE, in accordance with the procedures set out by the Authority.
To find out about the rights granted to passengers under Regulation (EU) No 181/2011, please visit the relevant page on the Transport Regulatory Authority’s website.
