Trenitalia has also extended the institution of joint conciliation already adopted for Frecce and Intercity customers to regional transport passengers.
"Equal conciliation - explains the company - allows customers, who believe they have not found adequate satisfaction with their complaint or a request for compensation, to be represented by a consumer association to seek mediation with Trenitalia and a positive response to the their request". Simply put, the conciliators of the two parties will have the opportunity to meet, even online, to try to find a binding agreement that will put an end to the dispute between customers and Trenitalia in an easier way and above all without the need to resort to legal proceedings .
The novelty was announced at the end of the meeting between the top management of Trenitalia and the representatives of consumer associations and people with disabilities held at the headquarters of the FS Italiane Group in Rome.
The new procedure will be operational and accessible to all commuters who use regional trains every day within the first six months of 2020. Based on data from previous experiences with Frecce and Intercity, Trenitalia's joint conciliation institute has seen growth (+15% on average per year) the number of applications presented and admitted and in 2018 reached 95% of positive results, with the acceptance of the proposals formulated by the conciliation commission. Dispute resolution times are 38 days from the submission of the application.
