The Rome public transport company Atac has pledged to refund users in cases of inadequate service, the Italian Competition Authority announced today, ending an investigation into the state-controlled transport company.

The regulator opened an investigation against Atac in February for “possible unfair trade practices” and for allegedly failing to meet quality standards in the 2021–2023 period.

The company failed to meet targets for timetable punctuality, the operation of escalators and lifts, and the provision of security guards at metro stations, among other issues, the regulator said at the time.

The investigation was closed after Atac pledged to make more than €3 million available for refunds to annual public transport cardholders, the regulator said today.

The Italian Competition Authority also oversees consumer rights.

“A further incentive”

Atac general manager Paolo Aiello described the regulator’s decision as “a boost, a further incentive to accelerate the path of change that Atac has embarked on in recent years.”

Annual pass holders for 2024 will receive €5 each, and an additional €5 will be given to annual pass holders for any year between 2021 and 2023, the authority said.

Annual cards cost €250, excluding discounts.

Atac will also introduce a new mobile app that offers partial refunds to users in cases of delays of more than 15 minutes on regular bus, tram, or metro services.

Public transport in Rome is known for its inefficiency, but Atac told the regulator that it has improved thanks to EU post-Covid funds and state funding to prepare for this year’s Catholic Holy Year.

Improvements include new buses already in service and new trams that will be unveiled soon, Aiello said.

As part of its commitments, Atac also pledged to hire more staff at metro stations and train existing staff, with an annual investment of €2.6 million, the authority said.