FAQ - Arriva Italia - Brescia

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.

What’s the difference between different types of Green Pass?
The difference indicates which types of COVID-19 green certification are valid for different uses and time periods, which may vary with the evolution of the epidemiological situation.

  • Basic Green Pass: COVID-19 Green Certification for vaccination, recovery, rapid or molecular antigen test with negative result.
  • Reinforced Green Pass: COVID-19 Green Certification only for vaccination or recovery. The strengthened green pass does not therefore include carrying out a rapid or molecular antigen test.
  • Green pass booster: means the COVID-19 green certification issued after the administration of the booster dose, following the completion of the primary vaccination cycle.
    Those who have not yet taken the booster dose will be able to use the green pass from a completed primary vaccination cycle or from healing, but must present at the same time a document, paper or digital, of a rapid or molecular antigen test, performed in the previous 48 hours, which certifies the negative outcome to SARS-CoV-2.

For all types of green passes, the exemptions for children under 12 and for those who have an appropriate medical certification issued according to the criteria defined in the circular of the Ministry of Health of 4 August 2021 remain valid.

 

What is the reinforced green pass for?
The “reinforced” green pass is required in the white zone, in the yellow zone and in the orange zone to access activities and services that would otherwise be subject to restrictions on the basis of current legislation, and in compliance with the regulations of the white zone.

The Government approved, on 23 and 29 December, a series of urgent measures to contain the COVID-19 epidemic, which extend their use:

  • from December 25, 2021, the use of the reinforced green pass will also be extended to counter catering in indoor venues, already required for consumption at the table;
  • from January 10, the use of the reinforced green pass is extended for further activities and services and means of transport, including the local and regional public one.

Consult the table of activities allowed without a green pass, with a “basic” green pass and with a “reinforced” green pass. Visit governo.it

Find out who is entitled to Exemptions

 

Do I need to download a new COVID-19 green certification to have the reinforced green pass?
By reinforced green pass we mean the COVID-19 green certification certifying the successful vaccination against Sars-Cov-2 or the recovery from the Covid-19 infection, it is not a new certification.

Therefore, if you already have it, just show your green pass to the inspectors.

If you have done the booster, remember that a new COVID-19 Green Certification will be issued and you will receive it via SMS or email a message with a new AUTHCODE code. If you do not receive it within 48 hours of vaccination you can try to retrieve it yourself on this site.

Always check the expiration of your COVID-19 Green Certification and make sure it has not expired or is about to expire.

 

Which categories are exempt from the obligation of having a COVID-19 green certification to access activities and services for which the green pass is required?
COVID-19 Green Certification is not required for the following categories of people:

  • children under 12;
  • subjects exempt for health reasons from vaccination after an appropriate medical certification. Until January 31, 2022, the exemption certificates in paper format issued, free of charge, by the vaccinating doctors of the vaccination services of the companies and bodies of the regional health services or by the general practitioners or pediatricians of free choice of the patient can be used. Operating as part of the national anti-SARS-CoV-2 vaccination campaign, according to the procedures and on the basis of precautions and contraindications defined by the Ministry of Health Circular of 4 August 2021. Vaccine exemption certificates already issued by the regional health services are valid until 31 January 2022;
  • citizens who have received the ReiThera vaccine (one or two doses) as part of the Covitar trial until January 31, 2022. The certification issued by the doctor in charge of the trial center in which it was carried out according to the Circular of the Ministry of Health remains valid August 5, 2021.
  • persons in possession of an anti-SARS-Cov-2 vaccination certificate issued by the competent health authorities of the Republic of San Marino, until 31 December 2021, pending the adoption of the circular from the Ministry of Health which defines vaccination methods in accordance with the indications of the European Medicines Agency.

With regard to the extensions of validity of the exemption certificates, it is specified that a new release of the certificates already issued will not be necessary, except in cases in which they contain data of the interested party, in addition to those indicated for their compilation, of a sensitive (e.g. clinical reason for exemption).

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I have subscribed an annual travel pass/digital identification card from online portal for a third person, what should I do to view it in App?
If you have subscribed an annual subscription or a digital identification card for yourself, you can access the App with the same credentials used to access the subscription portal.
Once logged in click on “Buy titles” and select your area of interest, click on “Subscriptions” associate your student identification card or verify the correctness of the data of your annual subscription. If you have signed up for an ID card, you are now entitled to purchase subscriptions linked to your profile. If you have subscribed an annual subscription you can go back to the homepage and click on “My Titles” in order to view your subscription.
The process of downloading the subscription to the Arriva myPay App may take some time – up to a maximum of 60 minutes.

If I change my phone or uninstall and reinstall the application, do I lose my subscription?
In case of phone change or reinstallation of the application you must contact the support at support@mycicero.it that will give support to transfer the subscription from the old phone and enable it on the new one.

Can I still use my subscription if I’m out of Internet Jigs?
The subscription is visible even without internet connection; it is necessary to connect only when purchasing the subscription.

How do inspectors control my digital subscription?
The subscription must be shown to the driver, when boarding the bus and in case of verification by the controllers. The subscription can be found in the application Arriva MyPay -> your titles -> by clicking on your subscription.

If I don’t have internet during the check, can I still show my subscription to the controller?
The subscription is also saved on the smartphone and in case of control it is not necessary to have the internet connection active.

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Can I get proof of subscriptions?
Consult the documents to be submitted during the tax declaration described in the sections “Annual Subscriptions”, “Monthly/Weekly Subscriptions”, “Digital Subscriptions”.

 

I have not kept the paper subscription coupons (monthly and weekly), can I request copies to enjoy the tax deductions?
The company does not have a copy of the paper subscriptions issued, so if they have not been kept we are not able to produce any proof of purchase.

 

I cannot download the purchase receipt from the subscription portal, what can I do?
At the following link you can consult the “Guide to download the receipt“. In case of anomalies found during the procedure necessary to download the subscription receipt, you can contact Technical Support at 0719207000.

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Does the ticket have a deadline?
Travel documents – for which the period of validity is not indicated at the time of purchase, do not have a maturity, but must be validated at the first use on the route and on the route for which they were issued. (band tickets are valid on several routes).

 

Where can I buy my ID card?
The identification card can be purchased:

 

What happens if I lose my identification card?
In case of loss of the identification card, you can contact the lost and found office through a special form. If the card is not found, you must sign a new one.

 

Are there any reductions for the elderly?
Arriva Italia does not have tariff reductions for the elderly, for this purpose it is necessary to consult the facilities provided by the Lombardy Region.

 

Do children have to pay for the ticket?
Children under one metre of height, accompanied by an adult, travel free of charge provided they do not occupy seats and in any case up to one child per adult. When a traveller has more than one child under a metre in addition to his or her travel document, he or she must validate one ticket for every two children; non-paying children are not entitled to seat and must be carried.

 

Can I buy tickets and subscriptions by paying by credit card or ATM?
At the counters of Bergamo and Lecco and through App Arriva My Pay you can buy all available travel tickets by paying by credit card or ATM. Arriva ticket dealers are not obliged to accept payment via pos.

 

Can I receive a tax receipt after purchasing a subscription?
The paper travel document fulfils the obligation to issue the tax receipt for this reason the company does not issue any additional tax documentation. In case of purchased tickets, however, you can download the summary of purchased titles.

 

Do I need to apply for a new identification card every time I change routes?
The identification card is personal and issued for the purchase of subscriptions on specific route, so every time you have to change route you need to sign a new identification card.

 

Are IVOP and IVOL subscriptions valid on Arriva buses?
Yes, IVOP and IVOL subscriptions are also valid on Arriva vehicles that provide scheduled public transport services with the exception of means that provide tourist services (e.g. Sea Lines) for which it is necessary to hold a special ticket valid for the specific route.

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Are the IVOP and IVOL season tickets valid on Arriva vehicles?
Yes, the IVOP and IVOL tickets are also valid on Arriva vehicles that perform scheduled public transport services with the exception of vehicles that perform tourist services (eg. Sea Lines) for which it is necessary to have a special travel document valid for the specific path.

 

I have purchased an IVOP title, how long is it valid?
The monthly IVOP is always valid from the first of the month for which it was issued until the last day of the same month.

 

I purchased an “Io Viaggio” subscription, which documents should I show in case of an inspection?
If you have purchased a regional travel document in order to travel in good standing, you must always carry with you the charging receipt or payment receipt of the purchase of the subscription and the identification card “I travel”.

 

I would like to buy the subscription for two children, but I can not buy the reduced subscription, what should I do?
At the moment we do not manage the purchase of reduced subscriptions through the web portal and it is therefore necessary to contact directly at our counter with the necessary documentation.

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What are the response times if I fill out the Contacts form?
We usually reply within 2 working days. It should be noted that time may vary from the type of request.

 

The form doesn’t work, what should I do?
Our website is optimized for Google Chrome from pc. If you filled out the form from mobile or used another browser please try again from a desktop or laptop using Google Chrome.
In case the problems still persists you can contact the operators of the Contact Center for assistance in order to complete the sending of the request.

 

Can I use the Contacts form also to submit a complaint or wonder about a lost property?
The form on this page is generic, therefore not functional to the forwarding of complaints or request about a lost property, because it isn’t complete with data necessary to process the report. The relevant forms are present in the appropriate sections.

 

Can I submit the form without accepting the processing of privacy data?
The form cannot be forwarded without accepting the processing of privacy data, as, in order to process the request, authorisation for the processing of data is required. For more information visit the page www.arrivastaging.it/societa-trasparente/

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What are the response times if I fill out the Lost items form?
The practice inherent in a Lost Object is kept open for five working days. If the object is not found within the reporting period, the report is archived.

 

What should I do if I lose a personal item on the bus, bus stop or bus station?
If you lose something on board a bus, bus stop or bus station you can fill out the dedicated form in order to check if it was found and delivered to the office. In case of positive feedback it will be possible to agree with the office the time for the withdrawal of the object.

 

What should I do if I find an object on the bus, at a bus stop or at the 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 by reporting the find and agreeing the best way to send the object to the office.

 

The form doesn’t work, what should I do?
Our website is optimized for Google Chrome from pc. If you filled out the form from mobile or used another browser please try again from a desktop or laptop using Google Chrome.
In case the problems still persists you can contact the operators of the Contact Center for assistance in order to complete the sending of the request.

 

Can I submit the form without accepting the processing of privacy data?
The form cannot be forwarded without accepting the processing of privacy data, as, in order to process the request, authorisation for the processing of data is required. For more information visit the page www.arrivastaging.it/societa-trasparente/

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What are the response times if I fill out the form of Reports and Complaints?
The timing of the response to the user in case of reporting or complaint is established by the provisions in the Charter of Mobility.

 

I haven’t received a reply to my complaint yet, what should I do?
If you have not received a reply within the timeframe set by the Mobility Charter and you have received an automatic reply by e-mail at the time of submitting your complaint, we recommend that you check the Spam folder of your email. If the answer is not present in the unsolicited mail you can call our Contact Center on 035289000.

We remind you that, if you submitted your report through other channels, such as the form available at our offices in Bergamo and Lecco, and you did not consent to the processing of personal data, the Complaints office could not work your report.

 

Can I file a complaint anonymously?
No, the customer needs to specify their contact details and address. The incident or the object of the infringement must be clearly stated in order to facilitate the reconstruction of the file process by the office.

 

The form doesn’t work, what should I do?
Our website is optimized for Google Chrome from pc. If you filled out the form from mobile or used another browser please try again from a desktop or laptop using Google Chrome.
In case the problems still persists you can contact the operators of the Contact Center for assistance in order to complete the sending of the request.

 

Can I submit the form without accepting the processing of privacy data?
The form cannot be forwarded without accepting the processing of privacy data, as, in order to process the request, authorisation for the processing of data is required. For more information visit the page www.arrivastaging.it/societa-trasparente/

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Can people in wheelchairs use buses?
People in wheelchairs can use buses. Remember, in order to provide a better service, to fill out the dedicated form within 24 working hours before the scheduled departure.

 

I am a blind man and my guide dog is large, can I use the bus?
Yes, guide dogs are allowed on board buses and can travel free of charge unless the blind person is accompanied by a guide who is entitled to travel free of charge.

 

The form doesn’t work, what should I do?
Our website is optimized for Google Chrome from pc. If you filled out the form from mobile or used another browser please try again from a desktop or laptop using Google Chrome.
In case the problems still persists you can contact the operators of the Contact Center for assistance in order to complete the sending of the request.

 

Can I submit the form without accepting the processing of privacy data?
The form cannot be forwarded without accepting the processing of privacy data, as, in order to process the request, authorisation for the processing of data is required. For more information visit the page www.arrivastaging.it/societa-trasparente/

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