Commuters in the Italian capital are set to receive millions of euros in refunds after the city's beleaguered public transport operator was held to account for years of substandard service.
Investigation Uncovers Systemic Failures
Italy's competition authority launched a formal investigation into Rome's primary transport provider, Atac, in February 2025. The probe focused on alleged unfair commercial practices and a consistent failure to meet basic quality standards spanning the years 2021 to 2023.
The authority's findings painted a stark picture of a dysfunctional network. Key issues identified included:
- Persistent lateness of buses, trains, and trams.
- Frequent breakdowns of escalators and lifts at metro stations.
- A severe shortage of security personnel across the network.
The Compensation Package for Passengers
In response to the damning investigation, Atac has committed a total of over €3 million to reimburse affected travellers. The refund structure is as follows:
Holders of annual travel passes for 2024 will receive a flat €5 refund. Furthermore, passengers who held annual passes during the problematic period of 2021 to 2023 will get an additional €5 compensation.
Looking to the future, Atac has also pledged to introduce a new mobile application that will automate partial refunds for any single journey delayed by more than 15 minutes.
Long-Term Reforms and Investment
Beyond the immediate payouts, the operator has announced plans for systemic improvement. A central part of this is a commitment to invest €2.6 million every year into recruiting and training new staff, aiming to address the critical shortages in personnel that have plagued services.
This case highlights a growing trend of transport authorities being held financially responsible for service quality, setting a potential precedent for commuters in other European cities facing similar daily disruptions.
