PS12925 - The Italian Competition Authority secures over 3 million euro in refunds for annual Metrebus card holders and a compensation scheme for delays exceeding 15 minutes
PRESS RELEASE
Measures benefiting consumers following shortcomings in the regularity of local public transport (both surface and metro services). Company to hire additional staff and improve user information channels.
The Italian Competition Authority has accepted commitments from ATAC S.p.A., closing its investigation opened in February 2025 into a breach of Section 20 of the Consumer Code. The case was opened after the Authority raised concerns that, between 2021 and 2023, the company had systematically failed to meet its frequency and quality targets for surface and metro local public transport services in Rome, without taking steps to address shortcomings in service regularity or granting users any fare adjustment or compensation for the disruptions suffered.
All consumers who held an annual pass valid for at least one day in 2024 will receive refunds worth more than €3 million in total. Specifically, each annual Metrebus card holder will be entitled to a €5 refund, increased by an additional €5 for those who also had an active pass for at least one other year between 2021 and 2023. Through its app, ATAC will also launch an innovative compensation scheme – unique within the local public transport sector – allowing annual Metrebus card holders to receive compensation if the service they plan to board is delayed by more than 15 minutes. Each delay will result in a €0.50 refund, credited to a digital wallet in the ATAC app, which users can spend on travel tickets for themselves or for others.
The company has also agreed to hire new staff and train part of its current workforce to serve as station agents in metro stations, with an annual investment of €2.6 million. ATAC will improve the information available to users by making the services already featured on its official website – such as the route planner and the booking service for mobility-assistance equipment – more visible. Lastly, the company will adopt a compliance programme to monitor and prevent conduct that may harm consumer rights.
Rome, 3 December 2025