Most frequently asked questions
We answer below the most frequently asked questions that you have asked us or that we read on the various channels of communication.
App Arriva My Pay
Where can I use the Arriva MyPay App?
Currently in the Turin area it is possible to purchase the ticket from / to Torino Airport via app.
I downloaded the app, what should I do now?
As soon as you download the app, you need to register, select the Buy Tickets option and select ARRIVE Turin to enter the territory. From here you can select the desired rate and proceed with the purchase. With the Arriva MyPay app, you can only purchase the full route at a full price of € 7.00 from Turin Center to Turin Airport and vice versa, or the round trip for € 13.00.
How is the travel document checked?
Once the ticket has been purchased and before boarding, the ticket must be ACTIVATED in order for the traveling staff to view the correct validation of the purchased ticket.
Green moving triangles appear on the activated ticket. If the ticket has already been used, it will come
a screen with the item EXPIRED, the fading qrcode and a red band is displayed.
Arriva Italia Travel Tickets
Does the single or return ticket have an expiry date?
Single or round trip tickets do not have an expiry date, but must be validated the first time they are used on the route and in the section for which they were issued.
Where can I buy Arriva Italia travel tickets?
Arriva Italia travel tickets can be purchased at Turin – Bus Station Extra.To Corso Bolzano, 30 10121 Turin (from Monday to Friday 6.00 – 20.00, Saturday 6.00 – 19.00, Sunday and holidays 8.00 – 14.30) and at Pinerolo – Corso Torino, 396 10064 Pinerolo (TO) From Monday to Friday 9.00 – 12.30 | 13.30 – 16.00 or at authorized retailers in the area;
Do children have to pay for the ticket?
Children under one meter in height, accompanied by an adult, travel for free as long as they do not occupy seats and in any case within the limit of one child for each adult. When a traveler has several children under one meter in height with him, in addition to his travel document, he must validate one ticket for every two children; non-paying children are not entitled to occupy seats and must be kept on your lap.
Can I purchase travel tickets and season tickets by paying by credit card or debit card?
At the Turin and Pinerolo branches and via the Arriva my Pay App, you can purchase all the travel tickets available by paying by credit card or debit card. The retailers of Arriva travel tickets are not obliged to accept payment via pos.
Can I receive a tax receipt following the purchase of the subscription?
All travel documents perform the function of fiscal receipt and therefore must be kept intact for the entire duration of the trip, on descent and in the immediate vicinity, in order to allow for any fiscal checks by the ascertaining bodies. These checks can be carried out both on board the vehicle and in the immediate vicinity of the stop locations. In case of purchase at branches or resales, a receipt is issued. In case of purchase through the Extra.To e-commerce portal, it is possible to download the summary of online purchases.
For which subscriptions is there a refund?
Partial or full refunds are not allowed for season tickets, with the exception of multi-month and annual season tickets.
Torino City Center – Torino Airport: payment by EMV Contactless credit card
Why I found a charge on my credit card even though the validator on board the bus didn’t accept my credit card and had to buy a ticket?
In the event that you find a charge despite the non-acceptance of your credit card on board our vehicles, the fact could be attributable to a failure to charge for a previous trip. The system, in fact, transmits the credit card data to the bank circuits once the trip has already been completed; therefore, in the event that the debit operation is unsuccessful, the system blocks the card and retries the debit on the next useful trip.
We recommend checking the charges on your credit card statement that must correspond with the trips made.
Where can I download my payment receipt?
To download the payment receipt you must necessarily register on the dedicated portal, upload your credit card and access the personal area.
Commercial Lines
What are the long-distance lines managed by Arriva Italia – Turin?
The commercial lines managed by Arriva Italia – Turin are:
Turin – Milan Malpensa Airport
Turin – Aosta
Turin – Saint Vincent Casino
Where can I buy the titles for the commercial lines?
It is possible to purchase travel tickets for commercial lines and book your seat on board on the Arriva Italia e-commerce portal: estore.arriva.it
I need to change or cancel a purchased title, what can I do?
Subject to seat availability, only one change of date and / or journey per ticket is allowed.
The ride can be changed no later than the departure time. However, it is not possible to reverse the origin / destination of the booked ticket. Please note that there is only one change per ticket.
The journey can be changed by requesting a change by phone at +39 035 28 9000 (Monday to Friday working days 8.00 – 20.00 and Saturday working 8.00 – 13.00), or at the authorized Arriva – Turin retail outlets (ExtraTo Corso Bolzano – Turin bus station and Motorway Office – Milan Malpensa Airport).
In case of online purchase it is possible to make the change by directly accessing your customer area.
For Milan Malpensa airport
Only in the event of a flight delay, and only for return journeys from airports to Turin, it is possible to make a change within 24 hours of the departure time of the previously reserved journey.
The Traveler may request the cancellation of the ticket up to 48 hours before the date and time of departure, with a reduction of 30% of the ticket price. Otherwise it will not be possible to cancel and request a refund of the ticket.
To obtain the reimbursement, if due, it is essential: proceed with the cancellation by promptly calling the number +39 035 28 9000 (from Monday to Friday working days 8.00 – 20.00 and Saturday working days 8.00 – 13.00), communicating your data, day and time of the departure race, as well as the reservation number (PNR); send the refund request using the Contact form.
We remind the Messrs. Passengers that the ticket purchased in the 48 hours preceding the day and time of the departure of the journey is not refundable, just as a ticket which has already been changed previously is no longer refundable. For more information, please refer to Regulation (EU) no. 181/2011 relating to the rights of passengers in bus transport.
Can I carry a piece of luggage?
The price of the ticket and for each traveler includes the free transport of 1 hand baggage not exceeding 10 kg and which can be placed in the overhead bins inside the bus.
Any object that cannot be accommodated in the overhead bins inside the bus must be placed in the external baggage boxes.
The acceptance of excess baggage can be regulated only at the start of the race (subject to availability of space in the luggage compartment).
The company declines all responsibility for any theft, tampering and loss of luggage.
Arriva Italia is liable for loss and damage to travelers’ luggage if determined by causes attributable to it; in this proven case, the compensation for the damage cannot exceed the limits set by law 202/54 and law 450/85.
Baggage containing dangerous and noxious goods, as well as flammable material are excluded from transport; the carrier reserves the right to make use of the traveler for any damage caused by the nature of his baggage.
Following recent reports of baggage theft, Messrs. passengers to pay the utmost attention to their suitcases deposited in the luggage compartments (both at the departure terminal and at subsequent intermediate stops).
For Milan Malpensa airport
Specifically for Malpensa, we authorize the free transport of 1 suitcase whose dimensions (length + width + depth) do not exceed 160 cm and 1 hand baggage max 115 cm (for hand luggage the limitations described in the previous paragraph).
Any baggage with dimensions greater than those foreseen or any additional package to the aforementioned, can be accepted only at the start of the race, (subject to availability in the baggage boxes).
For Cervinia
Skis and snowboards travel for free (1 per paying passenger).
Any additional baggage to the aforementioned one will be carried at a cost of 50% of the full rate applicable for the Traveler’s route.
Is there the obligation of the Green and to complete the self-certification to travel on commercial lines?
Pursuant to Legislative Decree 24 of 24 March 2022, starting from 1 April 2022 it will no longer be necessary to have a Green Pass to travel on board local public transport services; the obligation to wear an FFP2 type mask or a higher category filtering device remains. Instead, there’s obligation to possess a Green Pass Base for the following services:
- Private Hire services
- Aosta Valley – Milan
- Aosta – Malpensa Airport
- Turin – Settimo Torinese Outlet
- Courmayeur – Chamonix and Aosta – Martigny international lines
Private Hire
Where can I request a quote for a rental service?
It is possible to apply for a Rental Service for Groups on the dedicated page of the site, by filling out the appropriate form or using direct contacts via email: https://torino.arriva.it/noleggio/
What information do I need to have to proceed with the request?
To better process your request, remember to enter the following information: Number of participants – Departure location – Departure date – Arrival location – Return date – Any Notes
Contacts
What are the response times if I fill out the Contact form?
On average we respond within 2 working days. It should be noted that times may vary depending on the type of request.
The form doesn’t work, what should I do?
Our site is optimized for Google Chrome from PC. If you have filled out the form on your mobile or used another browser, please try again from a desktop or laptop computer using Google Chrome.
If the problem persists, you can contact the Contact Center operators for assistance in order to complete the submission of the request.
Can I also use the Contact form to submit a Complaint or apply for a Lost Item?
The form on this page is generic, therefore it is not functional for submitting complaints or requests for information regarding lost items as it is not complete with the data necessary in order to process the report. The relative modules are present in the appropriate sections.
Can I submit the form without accepting the privacy data treatment?
The form cannot be submitted without accepting the processing of privacy data, as authorization for data processing is required in order to process the request. For more information visit the page www.arriva.it/societa-trasparente/
Lost properties
What are the response times if I fill out the Lost Property form?
The case concerning a Lost Item is kept open for five working days. If the object is not found within the indicated period, the report is archived.
What should I do if I lose a personal item on the bus, at the bus stop or at the bus station?
If you lose something on board a bus, at a bus stop or at a bus station, you can fill out the dedicated form in order to check if it has been found and delivered to the office. In the event of a favorable response, it will be possible to agree with the office the times for the collection of the object.
What should I do if I find an object on board a bus, at a bus stop or at a bus station so that the owner has a better chance of finding it?
If you find a lost object, you can contact our Call Center on 035289000, reporting the discovery and agreeing on the best way to send the object to the designated office.
The form doesn’t work, what should I do?
Our site is optimized for Google Chrome from PC. If you have filled out the form on your mobile or used another browser, please try again from a desktop or laptop computer using Google Chrome.
If the problem persists, you can contact the Contact Center operators for assistance in order to complete the submission of the request.
Can I submit the form without accepting the privacy data treatment?
The form cannot be submitted without accepting the processing of privacy data, as authorization for data processing is required in order to process the request. For more information visit the page www.arriva.it/societa-trasparente/
Complaints
What are the response times if I fill out the Reports and Complaints form?
The expected times for responding to the user in the event of a report or complaint are established by the provisions set out in the Mobility Card.
I haven’t received an answer to my complaint yet, what should I do?
If you have not received a reply within the time frame provided for by the Mobility Card and you have received the automatic reply by e-mail at the time of sending the complaint, we recommend that you check the Spam folder in your e-mail. If the answer is not present in the junk mail you can call our Contact Center at 035289000.
Can I submit a complaint anonymously?
No, the customer must specify their personal details and address. The incident or the object of the violation must be clearly exposed in order to facilitate the reconstruction of the procedure by the office.
The form doesn’t work, what should I do?
Our site is optimized for Google Chrome from PC. If you have filled out the form on your mobile or used another browser, please try again from a desktop or laptop computer using Google Chrome.
If the problem persists, you can contact the Contact Center operators for assistance in order to complete the submission of the request.
Can I submit the form without accepting the privacy data treatment?
The form cannot be submitted without accepting the processing of privacy data, as authorization for data processing is required in order to process the request. For more information visit the page www.arriva.it/societa-trasparente/
Disability
Can people who travel in wheelchairs use the buses?
People who travel in wheelchairs can use the buses. Please remember, in order to provide a better service, to fill in the dedicated form within 24 working hours before the scheduled departure.
I am blind and my guide dog is large, can I use the bus?
Yes, guide dogs are allowed on board the buses and can travel free of charge unless the blind person is assisted by a companion who has the right to travel for free.
The form doesn’t work, what should I do?
Our site is optimized for Google Chrome from PC. If you have filled out the form on your mobile or used another browser, please try again from a desktop or laptop computer using Google Chrome.
If the problem persists, you can contact the Contact Center operators for assistance in order to complete the submission of the request.
Can I submit the form without accepting the privacy data treatment?
The form cannot be submitted without accepting the processing of privacy data, as authorization for data processing is required in order to process the request. For more information visit the page www.arriva.it/societa-trasparente/
Travel Safe
Do you need the Green Pass to travel on board of the Arriva Italia transport services?
Following the ordinance of the Ministry of Health of 28 April 2022, to travel aboard our services it’s still mandatory to wear an FFP2 mask or other higher level personal protective equipment. Also, it will no longer be necessary to have a Green Pass to travel on board our services, including commercial lines, regional and interregional long-distance lines and private hire services.
Is it mandatory to wear a mask to travel on board the Arriva Italia transport services?
To travel aboard Arriva Italia vehicles, it is mandatory to wear an FFP2 mask or superior personal protective equipment.
