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Rome's bus, metro and tram company will refund customers for poor service

The Italian Competition Authority announced on Wednesday that Rome's Atac public transport company has agreed to refund customers for poor service. This concludes an investigation into the publicly-run organization.

In February, the regulator began investigating Atac for "possible unfair commercial practices", for failing to meet quality standards in 2021-2023.

Atac did not meet its targets in punctuality, lifts and escalators working properly, or security guards stationed at metro stations.

The investigation is closed, after Atac committed to refund more than 3 millions euros ($3.5million) to holders of annual tickets.

The Italian competition authority is also responsible for protecting consumer rights.

The annual ticket holders in 2024 will get 5 euros, and holders of the annual travel pass between 2021-2023 will also receive an additional 5 euros, according to the statement.

Annual passes are 250 euros excluding concessions.

Atac is also introducing a mobile app that offers partial refunds in the case of delays exceeding 15 minutes on regular bus, metro or tram services.

Atac, the public transport company in Rome, told regulators that it has improved its efficiency thanks to EU funds post-COVID and to government funding in preparation for this year's Catholic Holy Year.

Atac has also committed to train and hire more staff in metro stations, as part of its commitments. The authority stated that the annual investment would be 2.6 million euro.

Atac has not commented on the announcements made by regulators. Reporting by Cristina Carlevaro. Alvise Armellini edited the article. Mark Potter (Editing by Alvise Armellini)

(source: Reuters)