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.
App Arriva My Pay
Where can I use the Arriva MyPay App?
Thanks to the Arriva My Pay App you can buy your travel tickets wherever you are and activate them before getting on the bus.
For all Local Public Transport in the Aosta Valley, first calculate your rate here on the website: aosta.arriva.it/app-arriva-mypay. Also for Local Public Transport in the Courmayeur area, buy the line you are interested in directly via the App (Circular, Val Ferret, Daily and, in summer, Val Veny).
I downloaded the app, what should I do now?
As soon as you download the app, you need to register, select the Buy Securities option and select ARRIVE Aosta to enter the area. From here you can select the desired rate – based on the calculation made on the site, excluding the Courmayeur LPT – and proceed with the purchase.
How is the travel document checked?
Once the ticket has been purchased and before boarding, the ticket must be ACTIVATED in order for the traveling staff to view the correct validation of the purchased ticket.
Green moving triangles appear on the activated ticket. If the ticket has already been used, it will come
a screen with the item EXPIRED, the fading qrcode and a red band is displayed.
Arriva Italia Travel Tickets
Does the single journey ticket have an expiry date?
Single journey tickets do not have an expiration date, but must be validated upon first use on the route and in the section for which they were issued.
Where can I buy Arriva Italia travel tickets?
Arriva Italia travel tickets can be purchased at authorized resellers in the area (available here) and at the Mont Blanc Courmayeur Agency in P.le Monte Bianco, 3 11013 – Courmayeur (AO) from Monday to Friday: 08:30 – 12:30 | 14:00 – 18:00.
What media are available for travel tickets in Arriva Italia – Aosta?
The media available to users are: Paper – if purchased on board; gives the right to make only one trip for the relationship corresponding to the route purchased, on the bus on which the purchase was completed; Magnetic – if purchased at a ticket office; Validation is required at the time of boarding and entitles you to make only one trip for the report corresponding to the route purchased, on the bus on which the validation was carried out; Smart Card (Carta Valore) – variable rate according to the kilometers traveled, with a discount of 22%; of the “electronic purse” type, validation is required at each ascent and validation at each descent, so that the ticketing system is able to charge the exact amount of the journey made. Minimum initial top-up of € 10.00
Do children have to pay for the ticket?
Children under the age of six, accompanied by an adult, are carried free of charge, up to one child per adult.
The transport of strollers on board buses can only be accepted if carried out in absolute safety. For this reason, the passenger is given the right to get on the bus with the stroller open only if the vehicle is equipped with the appropriate housings and / or attachments for the disabled and these, in any case, have not already been engaged. Otherwise, the passenger can access the vehicle with the stroller as long as the latter has been closed and does not cause any hindrance and / or a dangerous situation for the other passengers.
Can I purchase travel tickets by paying by credit card or debit card?
Through the Arriva my Pay App it is possible to purchase all available travel tickets by paying by credit card or debit card. The retailers of Arriva travel tickets are not obliged to accept payment via pos.
Can I receive a tax receipt following the purchase of the subscription?
In the event of a purchase at the counters or retail outlets, a receipt is issued as proof of the loading of the ticket on the card.
Commercial Lines
What are the long-distance lines managed by Arriva Italia – Aosta?
The commercial lines managed by Arriva Italia – Aosta are:
Aosta – Milan
Aosta – Milan Malpensa Airport
Aosta – Turin
Aosta – Turin Airport
Aosta – Martigny
Courmayeur – Chamonix
Where can I buy travel tickets for commercial lines?
It is possible to purchase travel tickets for commercial lines and book your seat on board on the Arriva Italia e-commerce portal: estore.arriva.it
I need to change or cancel a purchased title, what can I do?
The journey can be changed by requesting the change by telephone at +39 035 28 9000 (Monday to Friday working days 8.00 – 12.30 | 14.00 – 17.00), or at the authorized Arriva Italia sales points – Aosta office.
VALLE D’AOSTA / MALPENSA APT
It is possible to change the date and / or time of the ticket 24 hours before the scheduled departure.
VALLE D’AOSTA / TURIN – MILAN – MARTIGNY – CHAMONIX
It is possible to change the date and / or time of the ticket one hour before the scheduled departure.
The ride can be changed at an authorized resale or, in case of online purchase, it is possible to change by directly accessing your customer area on www.estore.arriva.it.
However, it is not possible to reverse the origin / destination of the booked ticket. Please note that there is only one change per ticket.
The Traveler can request the cancellation of the ticket up to 48 hours before the date and time of departure, with a reduction of 30% of the ticket price. Otherwise it will not be possible to cancel and request a refund of the ticket.
To obtain the reimbursement, if due, it is essential to proceed with the cancellation by promptly calling the number +39 035 28 9000 (from Monday to Friday working days 8.00 – 12.30 | 14.00 – 17.00), communicating your data, day and time of the departure race, as well as the reservation number (PNR) and send the refund request using the Contact form. We remind the Messrs. Passengers that the ticket purchased in the 48 hours preceding the day and time of the departure of the journey is not refundable, just as a ticket which has already been changed previously is no longer refundable. For more information, please refer to Regulation (EU) no. 181/2011 relating to the rights of passengers in bus transport.
Can I carry a piece of luggage?
Each traveler can carry free hand luggage of modest dimensions, not exceeding the weight of 5 kg, at his own risk and peril. (Max dimensions 42 x 30 x 18 cm). For safety reasons it is important that hand luggage can be stored in the overhead bins above the seat, so that the exit routes are not obstructed. Additional baggage, to be placed in the special luggage compartments of the bus, is transported free of charge up to 10 kg; over it is subject to the payment of 50% of the single ticket, with a limit of 30 kg per passenger. The acceptance of excess baggage can be regulated only at the start of the race (subject to availability of space in the luggage compartment). THE TRANSPORT OF BICYCLES IS NOT ALLOWED except those of the latest generation resealable type. It is possible to transport SKI or MUSICAL INSTRUMENTS as long as they do not exceed the established maximum weight (30 kg) and that the total volume (height in cm + width in cm + depth in cm) does not exceed 240 cm. The Company assumes no responsibility in the event of loss of baggage. In the baggage delivered to the carrier for transport it is not allowed to include money, jewelery and documents of value in general, perishable, flammable, harmful or contaminating or otherwise dangerous substances. In the event of loss or damage to baggage delivered, the Company is liable within the limits of the provisions of law 8/22/1985 n. 450. Messrs. passengers to pay the utmost attention to their suitcases deposited in the luggage compartments (both at the departure terminal and at subsequent intermediate stops). Specifically for Malpensa, we authorize the free transport of 1 suitcase whose dimensions (length + width + depth) do not exceed 160 cm and 1 hand baggage max 115 cm (for hand luggage the limitations described in the previous paragraph).
Is there the obligation of the Green and to complete the self-certification to travel on commercial lines?
Pursuant to Legislative Decree 24 of 24 March 2022, starting from 1 April 2022 it will no longer be necessary to have a Green Pass to travel on board local public transport services; the obligation to wear an FFP2 type mask or a higher category filtering device remains. Instead, there’s obligation to possess a Green Pass Base for the following services:
- Private Hire services
- Aosta Valley – Milan
- Aosta – Malpensa Airport
- Turin – Settimo Torinese Outlet
- Courmayeur – Chamonix and Aosta – Martigny international lines
Private Hire
Where can I request a quote for a rental service?
It is possible to apply for a Rental Service for Groups on the dedicated page of the site, by filling out the appropriate form or using direct contacts via email: https://aosta.arriva.it/noleggio/
What information do I need to have to proceed with the request?
To better process your request, remember to enter the following information: Number of participants – Departure location – Departure date – Arrival location – Return date – Any Notes
Contacts
What are the response times if I fill out the Contact form?
On average we respond within 2 working days. It should be noted that times may vary depending on the type of request.
The form doesn’t work, what should I do?
Our site is optimized for Google Chrome from PC. If you have filled out the form on your mobile or used another browser, please try again from a desktop or laptop computer using Google Chrome.
If the problem persists, you can contact the Contact Center operators for assistance in order to complete the submission of the request.
Can I also use the Contact form to submit a Complaint or apply for a Lost Item?
The form on this page is generic, therefore it is not functional for submitting complaints or requests for information regarding lost items as it is not complete with the data necessary in order to process the report. The relative modules are present in the appropriate sections.
Can I submit the form without accepting the privacy data treatment?
The form cannot be submitted without accepting the processing of privacy data, as authorization for data processing is required in order to process the request. For more information visit the page www.arriva.it/societa-trasparente/
Lost properties
What are the response times if I fill out the Lost Property form?
The case concerning a Lost Item is kept open for five working days. If the object is not found within the indicated period, the report is archived.
What should I do if I lose a personal item on the bus, at the bus stop or at the bus station?
If you lose something on board a bus, at a bus stop or at a bus station, you can fill out the dedicated form in order to check if it has been found and delivered to the office. In the event of a favorable response, it will be possible to agree with the office the times for the collection of the object.
What should I do if I find an object on board a bus, at a bus stop or at a 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, reporting the discovery and agreeing on the best way to send the object to the designated office.
The form doesn’t work, what should I do?
Our site is optimized for Google Chrome from PC. If you have filled out the form on your mobile or used another browser, please try again from a desktop or laptop computer using Google Chrome.
If the problem persists, you can contact the Contact Center operators for assistance in order to complete the submission of the request.
Can I submit the form without accepting the privacy data treatment?
The form cannot be submitted without accepting the processing of privacy data, as authorization for data processing is required in order to process the request. For more information visit the page www.arriva.it/societa-trasparente/
Complaints
What are the response times if I fill out the Reports and Complaints form?
The expected times for responding to the user in the event of a report or complaint are established by the provisions set out in the Mobility Card.
I haven’t received an answer to my complaint yet, what should I do?
If you have not received a reply within the time frame provided for by the Mobility Card and you have received the automatic reply by e-mail at the time of sending the complaint, we recommend that you check the Spam folder in your e-mail. If the answer is not present in the junk mail you can call our Contact Center at 035289000.
Can I submit a complaint anonymously?
No, the customer must specify their personal details and address. The incident or the object of the violation must be clearly exposed in order to facilitate the reconstruction of the procedure by the office.
The form doesn’t work, what should I do?
Our site is optimized for Google Chrome from PC. If you have filled out the form on your mobile or used another browser, please try again from a desktop or laptop computer using Google Chrome.
If the problem persists, you can contact the Contact Center operators for assistance in order to complete the submission of the request.
Can I submit the form without accepting the privacy data treatment?
The form cannot be submitted without accepting the processing of privacy data, as authorization for data processing is required in order to process the request. For more information visit the page www.arriva.it/societa-trasparente/
Disability
The Aosta Valley provides a specific disabled transport service reserved for residents.
For information on how to register and use the service, visit the website: https://www.regione.vda.it/trasporti/trasportiperdisabili_i.asp
Can people who travel in wheelchairs use the buses?
People who travel in wheelchairs can use the buses. Please remember, in order to provide a better service, to fill in the dedicated form within 24 working hours before the scheduled departure.
I am blind and my guide dog is large, can I use the bus?
Yes, guide dogs are allowed on board the buses and can travel free of charge unless the blind person is assisted by a companion who has the right to travel for free.
The form doesn’t work, what should I do?
Our site is optimized for Google Chrome from PC. If you have filled out the form on your mobile or used another browser, please try again from a desktop or laptop computer using Google Chrome.
If the problem persists, you can contact the Contact Center operators for assistance in order to complete the submission of the request.
Can I submit the form without accepting the privacy data treatment?
The form cannot be submitted without accepting the processing of privacy data, as authorization for data processing is required in order to process the request. For more information visit the page www.arriva.it/societa-trasparente/
Travel Safe
Do you need the Green Pass to travel on board the Arriva Italia transport services?
Pursuant to Legislative Decree 24 of 24 March 2022, starting from 1 April 2022 it will no longer be necessary to have a Green Pass to travel on board local public transport services. However, the obligation to possess a Green Pass Base remains, i.e. the COVID-19 green certification for vaccination, healing, rapid or molecular antigen test with negative result, for the following types:
- buses used for passenger transport services, with an undifferentiated offer, carried out on the road continuously or periodically on a route that connects more than two regions and with pre-established itineraries, timetables, frequencies and prices;
- buses used for rental services with driver.
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 – pdf: opens a new window.
Do you need a mask to travel on board Arriva Italia vehicles?
To travel aboard Arriva Italia vehicles, it is mandatory to wear an FFP2 mask or superior personal protective equipment.
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).
