FAQ - Arriva Italia - Bergamo
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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.

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:

  • at the company counters in via della Pergola, 2 in Lecco and piazza Marconi, 4 in Bergamo;
  • at authorised local retailers (available here);
  • free of charge via online portal (available here).

 

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.arriva.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.arriva.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.arriva.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.arriva.it/societa-trasparente/

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