Frequently Asked Questions
We have an answer for every request you have!
In this section you will find answers to the most frequently asked questions before, during and after your trip.
Tickets
Buying, using and changing SAIS Autolinee tickets.
You can buy SAIS Autolinee tickets:
- online at saisautolinee.it;
- through the SAIS Autolinee App;
- by contacting Customer Service on 091 2776999;
- at LIS points;
- at authorised retailers;
- on board the bus. We recommend buying your ticket before departure through one of the other available channels. On TPL Sicilia Lines, tickets can be bought on board only if seats are available and only for single tickets. On City Bus Lines, tickets bought on board are subject to a surcharge.
Yes. You can buy a ticket online without creating an account.
By registering, however, you can access the services available in your personal area and manage your purchases more easily.
The available payment methods depend on the purchase channel:
- SAIS Autolinee website and App: credit or debit cards, Google Pay, Apple Pay, PayPal, Satispay and Mooney.
- Customer Service: payment via Pay by Link with credit or debit cards, Google Pay, Apple Pay, PayPal, Satispay and Mooney. Alternatively, you can book your ticket and pay for it at a Mooney point.
- LIS points and authorised retailers: you can use the payment methods offered by each retailer.
- On board the bus: cash or contactless payment.
No. If you bought a digital ticket, you can show it directly on your smartphone or on the device where it is stored, without printing it.
Remember to have your ticket ready when it is checked.
When a ticket is issued in the passenger's name, it is personal and cannot be transferred to or used by another person.
When you buy a ticket, always check that the details on it are correct. If you find an error, report it promptly through our customer support channels.
Yes. On Sicily TPL Lines, you can change the date and/or time of your journey, provided the change is made before the scheduled departure time.
If you are a registered user, you can make the change directly from your personal area.
If you are not registered, you can request the change by contacting Customer Service on 091 2776999 or by visiting an authorised retailer.
Tickets for City Bus Lines cannot be changed.
No. You cannot change the route or reverse the direction of travel on your ticket.
Bus Passes
ID cards, buying and using SAIS Autolinee bus passes.
To buy a bus pass, you need a SAIS Autolinee ID card.
The standard card is available to everyone and lets you buy the available bus passes under the applicable fare conditions.
If you belong to one of the categories entitled to reduced fares, you can apply for the card dedicated to your category. In this case, you will need to provide the documents proving that you meet the requirements for the reduction.
Register at www.saisautolinee.it and apply for the card from your personal area.
The card is free, issued in digital format and valid for two years. Once requested, it is activated within three working days and made available in your personal area.
You do not need to print it: you can show it directly in digital format.
You can request renewal from your personal area starting three months before the expiry date.
The renewal is processed within three working days and the renewed card will be available in your personal area.
Please note that you cannot buy a bus pass whose validity period extends beyond the card's expiry date.
Once you have applied for and received your SAIS Autolinee ID card, you can buy your bus pass:
- online at saisautolinee.it;
- through the SAIS Autolinee App;
- by contacting Customer Service on 091 2776999;
- at LIS points;
- at authorised retailers.
No. If you have purchased a digital bus pass, you can show it directly on your smartphone or on the device on which it is available, without needing to print it out.
Please ensure you have your digital bus pass ready when asked to show it.
On Sicily TPL Lines, a bus pass does not automatically guarantee you a seat on a specific trip.
You can book your trip through the SAIS Autolinee website or App, from your personal area, by contacting Customer Service on 091 2776999 or at an authorised retailer.
If you have not booked, you can still board with your bus pass, but only if seats are available.
Yes. On Sicily TPL Lines, you can change the date and/or time of your booking before the scheduled departure time.
You can make the change through the SAIS Autolinee website or App, from your personal area, by contacting Customer Service on 091 2776999 or at an authorised retailer.
Yes. The bus pass is personal and cannot be transferred to or used by another person.
During your journey, you must be able to show it to the inspection staff together with an identity document, when requested.
You can validate your bus pass on board by showing:
- your bus pass;
- the QR code on your SAIS Autolinee ID card, which identifies the bus passes linked to the card;
- the barcode on your Italian health insurance card (tessera sanitaria), if you entered your tax code (codice fiscale) when registering. Validation with the health insurance card is not available for school bus passes.
These options are available on both Sicily TPL Lines and Sicily City Bus Lines.
Account and personal area
Registering, managing and deleting your SAIS Autolinee account.
You can create your account for free by registering at saisautolinee.it or through the SAIS Autolinee App.
Once registered, you can access your personal area to view and manage your purchases and use the services available to registered users.
Registration is required to apply for the SAIS Autolinee ID card and to buy the bus passes that require it.
Yes. You can delete your account at any time from your personal area. Go to the My account section and select Delete account.
Deleting your account is permanent. The personal data linked to your account will be deleted or retained in accordance with applicable law and the SAIS Autolinee Privacy Policy.
If you need help, you can contact Customer Service on 091 2776999.
Refunds
Cancellations, refunds and travel credit.
Yes. On Sicily TPL Lines and National Lines, you can cancel your journey before the departure time shown on your ticket, unless the fare or offer you purchased states otherwise.
If you cancel voluntarily:
- if you cancel more than 4 hours before departure, you are entitled to travel credit equal to 100% of the refundable value of the ticket;
- if you cancel within the 4 hours before departure, you are entitled to travel credit equal to 80% of the refundable value.
On Sicily City Bus Lines, however, voluntary cancellation does not entitle you to a refund, unless specific provisions state otherwise.
Tickets bought with promotional offers may be excluded from refunds where the offer conditions provide for this.
If you are a registered user and bought your ticket on the website or through the SAIS Autolinee App, you can manage your request directly from your personal area. The amount due is credited to your e-wallet and does not expire.
If you are not registered, you can submit your request through the Refunds section of the website. If your request is accepted, you will receive a voucher for the amount of credit due. The voucher is valid for one year from its date of issue and can be used to buy further SAIS Autolinee tickets.
No. If you do not show up at the departure point by the scheduled time, your ticket does not entitle you to a refund or travel credit.
If you can no longer travel, please cancel before the scheduled departure time, under the conditions that apply to your ticket.
Yes. If you cancel only one of the two journeys, the travel credit is not automatically calculated as 50% of the amount paid.
The ticket is recalculated based only on the journey actually used, applying the One-way fare and taking into account any discounts or promotions applied.
You will receive as travel credit the difference between the amount originally paid for the return ticket and the recalculated amount for the journey used.
Yes, but only if the request is submitted before the bus pass's validity period begins, unless specific conditions state otherwise.
In this case, you will receive travel credit equal to 100% of the refundable value of the bus pass.
The request must be submitted through the channels listed in the Refunds section of the website.
In some cases, yes. Your rights depend on the type of service and the length of the delay.
On Sicily TPL Lines, if the journey is cancelled or departure is delayed by more than 60 minutes, you may be entitled to a refund of the ticket price in the cases provided for by law.
On Sicily City Bus Lines, this right may apply if the journey is cancelled or departure is delayed by more than 30 minutes, under the conditions set by applicable law.
For regular services covering 250 km or more, in the event of cancellation, overbooking or a departure delay of more than 120 minutes, you are entitled, in the cases provided for by Regulation (EU) No 181/2011, to choose between continuing your journey or being re-routed, and a refund of your ticket.
In these cases, the refund required by law is paid in cash, unless you agree to a different method.
Luggage
Luggage, bicycles, scooters, pushchairs and personal belongings.
The following are included in your ticket at no extra cost:
- 1 piece of hand luggage measuring up to 40 × 30 × 15 cm and weighing no more than 5 kg, to be placed in the designated spaces on board;
- 1 piece of hold luggage measuring up to 80 × 50 × 30 cm and weighing no more than 20 kg, to be placed in the luggage compartment. Hold luggage must be clearly and legibly labelled with your full name, address, phone number and journey details.
It depends on the service.
On Sicily TPL Lines, you cannot bring luggage beyond the included hand luggage and hold luggage.
On National Lines, you can bring extra luggage only if there is space in the luggage compartment and after paying the applicable supplement.
It depends on the service you use.
On Sicily City Bus Lines, scooters and pushchairs can be carried free of charge if they are folded and closed before boarding and kept so that they do not block the aisle, entrances or exits. Bicycles are not allowed.
On Sicily TPL Lines, bicycles, scooters and pushchairs can be carried free of charge if folded and placed in the luggage compartment, space permitting. For electric devices, the battery must be removed and kept with you on board.
On National Lines, pushchairs can be carried free of charge if folded and placed in the luggage compartment, space permitting. Folded bicycles and scooters, however, are subject to space availability and to the conditions and any supplements that apply to the service.
No. The SAIS Autolinee passenger transport service does not carry parcels, luggage or other goods without the passenger.
If the problem concerns luggage placed in the bus's luggage compartment, report it to the on-board staff on arrival, where possible.
Then send a report to servizioclienti@saisautolinee.it, including all the information needed to identify the journey and the luggage, and attaching any available documentation.
In the event of theft, loss or a luggage mix-up, SAIS Autolinee may ask you to file a report with the competent authorities and send a copy.
Keep your ticket and all relevant documentation about the incident.
If you left or lost an item on board, you can submit a request through the Lost and Found section of the SAIS Autolinee website.
Children and minors
Fares, accompaniment and travel for minors.
Yes, the conditions vary depending on the service.
On Sicily TPL Lines, there is a dedicated fare for children aged 0 to 10.
On City Bus Lines, children aged 0 to 4 travel free when accompanied by an adult with a valid ticket, under the conditions that apply to the service.
On National Lines, children's fares may vary depending on the route and the conditions that apply to the journey. You can check the applicable fare when you buy your ticket.
No, except for students with a school bus pass, as explained below. Children under 14 may travel only when accompanied by a parent, a person with parental responsibility or guardianship, or another adult authorised by the parent or guardian.
If the child is travelling with an adult other than the parent or guardian, the accompanying adult must carry a written authorisation from the parent or guardian, including at least:
- the child's details;
- the accompanying adult's details;
- the journey details.
Where needed to verify the details, the authorisation must be accompanied by copies of the identity documents of the parent or guardian, the child and the accompanying adult. The accompanying adult must also carry a valid identity document.
Students with a school bus pass are an exception: on Sicily TPL Lines they may travel unaccompanied from the age of 12, while on Sicily City Bus Lines they may travel unaccompanied from the age of 10.
Yes. Minors aged 14 to 17 may travel unaccompanied.
The minor must carry:
- a signed written authorisation from the parent or guardian;
- a copy of the identity document of the parent or guardian who signed the authorisation;
- their own valid identity document.
The authorisation must state at least the minor's name and date of birth, the authorised journey or route, the date of travel and a contact number for the parent or guardian.
Without the required documentation, SAIS Autolinee may refuse to let the minor board.
Pets on board
Rules and conditions for travelling with animals.
Yes, the conditions vary depending on the service.
On Sicily TPL Lines and National Lines, you can bring one small pet weighing no more than 10 kg, with its health record book and after buying the relevant ticket. The pet must travel in a carrier measuring up to 40 × 30 × 30 cm, placed on the floor at and immediately next to your seat. The carrier must not be placed on the seat, block the aisle or create a hazard for other passengers.
On Sicily City Bus Lines, you can bring free of charge:
- small and medium-sized dogs, kept on a lead and wearing a basket muzzle;
- cats and other small pets, inside a suitable carrier.
Pets must be transported in suitable hygienic conditions.
Yes. Guide dogs and other recognised assistance dogs are allowed on board in accordance with applicable law and, where provided for by law, without paying for a ticket or any surcharge.
Accessibility
Information for people with disabilities or reduced mobility.
Yes. People with disabilities or reduced mobility have the right to access the service and travel without discrimination, in compliance with the conditions of carriage and the safety provisions set by applicable law.
Whether boarding and alighting are actually possible may depend on the features of the vehicle, the stop and the infrastructure used for the journey.
If you have specific needs relating to boarding, alighting or how you travel, contact SAIS Autolinee Customer Service on 091 2776999 before booking or buying your ticket, and in any case at least 36 hours before departure.
Advance notice is needed to check the accessibility conditions of the journey.
On Sicily City Bus Lines, all buses are equipped with a ramp for passengers with reduced mobility; however, whether boarding and alighting are actually possible also depends on the features and accessibility of the stop. For this reason, you must also give advance notice of your mobility needs for journeys on Sicily City Bus Lines.
A companion is required when, in the cases provided for by law, one is needed to ensure you can travel safely. The companion must be a person of your choice who is able to support you during the journey.
On regular services covering 250 km or more, when a companion is required under applicable law, the companion travels free of charge and, where possible, in an adjacent seat.
If you need personal assistance during the journey, you must therefore travel with a companion able to provide it.
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