Competition authorities in Italy have secured more than €3 million in refunds for annual ticket holders and delayed passengers, following a ten-month investigation into failures by public transport operators in Rome.
The decision by the Autoritá Garante della Concorrenza y del Mercato confirms that between 2021 and 2023, the publicly owned operator ATAC, “had systematically failed to meet its frequency and quality targets for surface and metro local public transport services in Rome,” a press release confirmed. ATAC breached Section 20 of the Consumer Code by not “taking steps to address shortcomings in service regularity or granting users any fare adjustment or compensation for the disruptions suffered.”
As a result, a compensation pot of over €3 million in total, will be paid out as partial refunds among all consumers who held an annual pass valid for at least one day in 2024. Passengers who held passes during the other years of poor service would also be recompensed, the statement said: “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.”
Antitrust: chiuso con impegni il procedimento verso ATAC S.p.A.per violazione art. 20 Codice del consumo.
— Autorità Antitrust (@antitrust_it) December 3, 2025
Contestato il mancato rispetto (2021–2023) degli obiettivi di qualità/quantità del TPL, senza misure correttive né ristori ai consumatori.
Impegni principali:
✅ Indennizzi… pic.twitter.com/v52eDhg2Xh
While the ruling is being held up by some as a consumer victory, others point out that the refund is really a token gesture, given that annual pass holders will have paid out €250 for their annual pass, over 50 times more than the compensation amount.
To satisfy the regulator, ATAC has had to make a series of commitments, including hiring more staff, improving its communication channels, and developing what the Competition Authority has called “an innovative compensation scheme – unique within the local public transport sector,” accessible through an app, to give money back to Metrebus card holders 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 authority said.
The commitment to increase the workforce adds up to €2.6 million in annual investment, and includes training for staff to fulfill “station agent” roles in metro stations. Meanwhile, route planning services and booking options for mobility-assistance will need to become more visible on the company’s official website, the agreement states, and a compliance programme will be launched to protect and promote consumer rights.
