A refund may be requested in the event of a waiting time exceeding 15 minutes compared with the scheduled service frequencies on bus, tram, and metro lines operated by ATAC, where the delay is attributable to the Company. Scheduled service frequencies for surface and metro/rail lines are available on the ATAC website: www.atac.roma.it.

A refund shall not be granted in the following cases:

• delays due to force majeure, as defined in Article 6 of the Service Contract between Roma Capitale and ATAC;
• the availability of a replacement service or an alternative mode of transport under similar conditions;
• services not operated by ATAC, including lines managed by third parties.

A list of lines operated by ATAC is available on the website www.atac.roma.it.

Refunds may be requested by all Customers holding a valid annual Metrebus Roma pass, either standard or discounted.

The refund corresponds to the “conventional value” of a single journey, calculated as follows:

Annual pass cost / 520 journeys*

Example: Standard annual Metrebus Roma pass: €250 / 520 = €0.50 per individual refund.

*The conventional journey value is determined based on the average use of the annual pass, assuming five days per week with two journeys per day.

The refund is issued in the form of a digital voucher, which can be used within one year from the date of issue for the purchase of public transport tickets, exclusively via the ATAC App.

The total value of vouchers that can be used annually by each Customer cannot exceed the value of the purchased annual pass (e.g., a maximum of €250 for a standard annual pass).

Refunds may be requested exclusively through the ATAC App, after registration or login using existing MyATAC credentials. It should be noted that, once downloaded from the digital store, the ATAC Roma App can be used without registration to plan journeys and check arrival times. Registration is mandatory for all other App functions, such as purchasing travel tickets and requesting refunds.

Registration:

• The Customer must register on the ATAC App by creating a personal profile and providing the requested data.
• Upon registration, a digital wallet is automatically created and linked to the Customer.
• Customers already registered with MyATAC can access the ATAC App using the same credentials, with the digital wallet already active.
• Refund requests must be submitted no later than 48 hours after the delay, except for Option 2 - Surface, which requires immediate submission only.

Option 1: The Customer uses the first available vehicle (Bus/Tram/Trolleybus) despite the delay (request may be submitted within 48 hours of the delay).

The Customer must:

• 1. Validate the pass on board the vehicle using the Tap&Go validators.
• 2. Access the ATAC App and select:
  • Menu Personale (Personal menu) → Rimborsi (Refunds) → Ritardo Superficie (Surface Delay)
  • Ensure that the “N° di abbonamento” (“Pass Number”) field is correctly completed;
  • Select the option “Primo mezzo disponibile” (“First available vehicle”).
• 3. Complete the form by providing:
  • Fermata di attesa (waiting stop) - the stop ID is a 5-digit code, visible on the black label of the stop pole and at the bottom left of the red stop sign;
  • “linea interessata” (line number);
  • Data e ora (date and time) - automatically filled if the request is submitted immediately, or manually adjustable; ensure the field is completed before submission;
  • Tempo di attesa (waiting time);
• 4. Submit the request using the “Invia” (“Send”) button.

Option 2: The Customer does not use the ATAC service due to the delay (immediate submission only).

The Customer must:

• 1. Ensure geolocation is enabled in the ATAC App to confirm presence at the stop.
• 2. Access the ATAC App and select:
  • Menu Personale (Personal menu) → Rimborsi (Refunds) → Ritardo Superficie (Surface Delay)
  • Ensure that the “N° di abbonamento” (“Pass Number”) field is correctly completed;
  • Select the option “Mezzo alternativo” ( “Alternative transport”).
• 3. Complete the form by providing:
  • Stop (fermata);
  • line number (linea);
  • waiting time (tempo di attesa);
  • date and time (data e ora) - automatically filled and not editable;
• 4. Submit the request using the “Send” (“Invia”) button.

(Requests may be submitted within 48 hours of the delay) The procedure is the same whether the Customer uses the first available train or opts not to use the service.

The Customer must:

• 1. Validate the annual pass at the station entry gates.
• 2. Access the ATAC App and select:
  • Menu Personale (Personal menu) → Rimborsi (Refunds) → Ritardo Metropolitana (Metro Delay)
  • Ensure that the “N° di abbonamento” (“Pass Number”) field is correctly completed;
• 3. Complete the form by providing:
  • metro line (linea metropolitana);
  • direction (direzione);
  • date and time (data e ora) of the delay (automatically filled or editable if the request is not submitted immediately);
• 4. Submit the request using the “Send” (“Invia”) button.

• Upon successful submission of the request, the Customer will immediately receive confirmation of receipt via the ATAC App.
• Within 30 days of submission, ATAC will complete the assessment and communicate the outcome, positive or negative, via the App.

If the request is approved, the voucher will be credited directly to the Customer’s personal digital wallet within the ATAC App.