Refunds
ASF Autolinee recognizes the refund of travel tickets, upon request by the user and return of the ticket, in the following manner:
Conditions for reimbursement
Titles must be:
- Not obliterated,
- Uncanceled by tearing the appropriate bead,
- Not yet valid (before the start of the period of use).
Types of reimbursement
Refund of 90% of the sale price
Valid for:
- Simple run and daily tickets,
- Weekly and monthly subscriptions,
- Multi-ride tickets or carnets, calculated as 90% of the difference between the sale price and the value of unused tickets.
100% repayment
Valid for:
- Unused months of annual subscriptions (fractions of a month are considered as full months).
- Calculation formula:
Annual repayment = (12 – No. months used) * monthly value of the leg.
- Calculation formula:
- All types of tickets, if the refund is used to purchase new tickets.
- Securities no longer usable due to tariff adjustments, guaranteed for a minimum period of three months from the date of termination of validity.
How to apply for reimbursement of annual subscriptions
To obtain reimbursement for annual subscriptions, it is necessary:
- Send subscriptions to:
ASF Autolinee srl – via Asiago 16/18 – 22100 Como, to the attention of the Sales Office. - Or go to:
Matteotti Square bus station in Como, at the URP Desk office, open:- Monday through Friday,
- 9:00 am to 1:00 pm and 2:00 pm to 6:00 pm.
Required documents:
- The originals of the annual subscriptions,
- The completed application form.
Note: The calculation of months of use starts from the time of delivery or receipt of subscriptions and the completed form.
Reimbursement for inefficiencies on obliterated or valid titles
ASF Autolinee provides forms of reimbursement and compensation in the following cases:
When reimbursement is expected
- Failure to make the run and/or stop, for reasons attributable to ASF Autolinee, if the next run is not scheduled within 60 minutes.
- Vehicle breakdowns if a replacement ride is not guaranteed within 60 minutes.
- There are no refunds for causes beyond ASF Autolinee’s control (e.g., strikes, bad weather, etc.).
How the reimbursement takes place
- Refund of the purchased ticket price or, for subscribers, the value of a one-way trip of the relevant route.
- Lump sum compensation, equal to two times the value of the ride, upon substantiated request.
- Refund up to five times the cost of the ticket if the user was forced to use other means of transportation for demonstrable reasons.
How to apply for reimbursement for inefficiencies
The request must be submitted within 48 hours of the event, enclosing:
- Copy of the travel ticket,
- Personal data and details of the incident (day, line, stop, time, etc.).
Method of sending the request:
- Mail/hand delivery: ASF Autolinee srl – via Asiago 16/18 – 22100 Como.
- Online form: fillable through the Complaints section on the website.
Claims sent more than 48 hours after the event will not be valid for reimbursement/compensation purposes.
Timing of management
ASF Autolinee is committed to handling claims within 30 days in the same manner as for complaints.