Contacts Actv

 

This website contains all information regarding routes and lines of transportation, rates, timetables and changes in services, and general information about the public transportation system. You can also call the Hellovenezia call centre, open every day from 7.30am to 8.00pm. Tel. (+39) 041.24.24 (local rate)

Contact Actv corporate offices via:

- web form: Go to the form 

- Phone: Tel. (+39) 041 272 2111 Monday to Friday from 8.00am to 2.00pm.

For emergencies:

For urgent communication at night the following numbers can be used: 800845065 (toll-free) for the Navigation Service and (+39) 041 2722724 for the Bus Service.

Network information, timetables and travel documents are also available:

- at Venezia Unica points of sale at the waterbus stops and on the mainland

- on the bus stop poles

- at the waterbus stops

- through our company social networks you can find on the "Be Social" page (link)

- through the AVM Venezia Official App (link)

To file a complaint and receive feedback regarding any shortcomings or irregularities in the conduct of the transportation service, you must give your personal details, postal address and a brief description of the facts, and provide the necessary information to enable us to verify the incident (stop, route, direction of the vehicle, number or name of the means of transport used).

Actv will send you a reply within 30 days of receipt of the web form.

Furthermore, to bring to our attention problems regarding the timetabling of the service, maintenance to vehicles or facilities, or to provide evidence of positive actions and behaviours and/or helpful ideas, please send us a report or a suggestion, which will be recorded and passed on to the relevant departments in order to improve our service.

Reports and complaints can be made using:

• the web form: click here

• the Register of Complaints - available upon request on board all vessels;

• the form available at the bus depots in Chioggia, Dolo and Lido;

• by letter addressed to: Actv, Isola Nova del Tronchetto, 32-30135 VENEZIA;

NOTICE: Incomplete complaints, or complaints with inappropriate content, will not be investigated. All disputes of fines imposed by our inspectors must be submitted in writing to the authority responsible for the service concerned (Venice municipality "Comune di Venezia", Metropolitan City of Venice "Città Metropolitana di Venezia", Chioggia Municipality "Comune di Chioggia"). For further details please refer to the relevant section.

 

Annual season tickets

Requests for the refund of an annual season ticket can only be made for the following reasons:

• Change of residence - within 10 months following validation of the season ticket;

• Change in place of employment - within 10 months following validation;

• Change of or withdrawal from school - within 6 months following validation;

• Illness or injury of over 6 months;

• Death of the subscriber;

NOTICE: For requests for compensation for damage please go to the relevant section on the Contacts page. For further details please refer to the relevant section.

Non-refundable tickets

• Valid tickets are not refundable;

• Tickets unused due to reasons attributable to the customer are not refundable;

• Tickets unused due to suspension of service in the case of staff industrial action are not refundable;

Requests for refund can be made using:

• the web form: Go to the form 

• the form available at the Venezia Unica points of sale in Piazzale Roma and Mestre;

• the form available at the bus depots in Chioggia, Dolo and Lido;

• by letter addressed to: Actv, Isola Nova del Tronchetto, 32-30135 VENEZIA;

 

For bus, tram and waterbus transportation Actv has stipulated specific insurance policies for risks of civil liability for damages that may occur to persons, property or animals during journeys, and in particular:

- Motor Third Party Liability insurance policy (RCA - responsabilità civile autoveicoli) for buses and vessels of less than 25 tonnes;
- Third Party Liability insurance policy (RCT - responsabilità civile verso terzi) for trams, landing points and vessels over 25 tonnes.

To open an accident or personal injury process (collision between vehicles and/or injured persons) it is necessary to make a specific request to Actv by sending notification to one of the following addresses:
- Actv Spa - Isola Nova del Tronchetto, 32 - 30173 Venezia
- direzione@actv.it

The notification must include the following information:

- name, surname, copy of identity document, social security number, a copy of the travel document, telephone number and postal address of the injured party;- description of the episode with particular regard to the location, date, time, the route, the means of transport or the stop concerned.
- in case of accident between vehicles: vehicle data (vehicle type and licence plate), owner data, insurance data (insurance company and no. of policy including expiry date)

Upon initiation of the accident or personal injury process, Actv will provide written notification containing all relevant information and the procedure to be followed to the insurance company of the claimant.

Note that, in the absence of identifying details of the injured party and of the episode for which compensation is claimed, this notification will not be given over to the insurance company.

Actv advises explicitly that it will not accede to requests for compensation for damage resulting from waves and splashes of water caused by wave motion in the lagoon resulting from natural events and/or acts of third parties for whom Actv is not responsible.

 

Any requests for the annulment of administrative fines must be submitted no later than 30 days from the dispute / notification of infringement, to:

- Comune di Venezia - Ufficio Contenzioso – Ca’ Farsetti - S.Marco, 4136 - 30124 Venezia, (for Mestre Urban, Lido and Navigation services)
- Provincia di Venezia – Ca’ Corner – San Marco, 2662 – 30124 Venezia, (for Extra-urban services)
- Comune di Chioggia – Corso del Popolo, 1193 - 30015 Chioggia – Venezia, (for Chioggia urban services)

NOTICE: The payment of a fine does not permit the payee to dispute the same.

For detailed information on administrative sanctions click here

You can request an invoice for local public transport or integrated mobility (blue stripes parking, car park, people mover, etc.) managed by AVM/Actv – invoice will be issued within 90 days from the date of the request

- Go to the form

For requests for information on your personal data and to exercise your rights under the European Data Protection Regulation 2016/679, please fill in the following form.

- Go to the form

In case of lost item on board of our means of transport, please contact these Actv offices: - Lost items in navigation service: Address: Piazzale Roma; Garage Comunale AVM Phone n.: 041 2722179 every day from 7.30am to 4.30pm - Lost items in bus and tram service: Address: via Martiri della Libertà 396, 30170 - Venezia Mestre Phone n.: Tuesday, Wednesday and Thursday from 8.00am to 4pm, Monday and Friday from 8.00am to 2pm. Lost items, past seven days, are delivered to the Lost and found office of Venice Municipality, Ca’ Farsetti, San Marco 4136, ph. N. 041 2748225 – 041 2748107 Open Monday to Friday 9.00am – 1.00pm

Actv officies

T. 041 272 2111 Mon-fri from 8.00 am to 2.00 pm.

Formal notifications can be submitted to the following certified email address: protocollo@pec.actv.it"