Accessibility
SERVICE CHARTER
Updated on April 3rd 2025
WHAT IS THE SEVICE CHARTER?
The Service Charter is an information and transparency tool designed to protect travelers that:
The service charter is divided into 8 sections:
SERVICE CHARTER
The enterprise is inspired by the principles of:Equality and impartiality: the services are provided without distinction to all users, and are aimed at guaranteeing equal access, without discrimination and in compliance with the criteria of objectivity, justice and impartiality.TIBUS guarantees the equality of customer treatment by providing its services impartially, without discrimination regarding sex, race, language, religion, political opinions, geographical areas and income categories of users.
Transparency: in adopting and verifying compliance with the rules, TIBUS promotes their knowledge in a simple and transparent way for all travelers. All travelers have the right to be informed about the services offered directly and indirectly by the Tibus bus station. To this end, TIBUS undertakes to guarantee users clear and understandable communication on the services offered.Partecipation: TIBUS undertakes to meet the needs of travelers and users by collecting the suggestions and proposals expressed by them in order to improve the services and the Charter of Services itself.
Continuity: TIBUS provides uninterrupted services, in mutual respect of the rules. In case of necessary ordinary and / or extraordinary maintenance, the service will still be ensured in a manner that will be promptly communicated to users.Efficiency: one of the main objectives of TIBUS is to guarantee an immediate, qualified and competent response to the needs of travelers / users.
Courtesy and helpfulness: TIBUS staff pays the utmost attention to meet the needs of travelers / users by constantly listening to their needs.
The TIBUS bus station was founded in 1995, in agreement with the Municipality of Rome, as a space used for the management of national and international bus lines that depart or transit through the city of Rome. TIBUS is one of the first bus stations in Italy!
The initial bus station project, started mainly with private capital, had the main objective of solving the age-old problem of bus parking in Piazza della Repubblica. The terminal was fully operational in May 2002.
Today TIBUS represents a very important hub for the city. Close to the Roma Tiburtina train station, the subway, the urban bus station, the taxi station. The metropolitan train also departs from there to the international airport “Leonardo Da Vinci” Rome-Fiumicino which represents a strategic point for those arriving and / or leaving the city.
Tibus is the most important bus station in Italy in terms of passenger volume: 3 million in 2002, over 8 million in 2018; a number that is destined to grow thanks to the intermodality of the hub and the increasingly competitive rates of bus fares.
All investments aimed at improving the structure and services offered over the years have been made exclusively with private capital from TIBUS.
To date, the bus station has a workforce of over 70 people who guarantee passengers and users all the necessary services for every travel need.
The Terminal is located in Largo Guido Mazzoni, in the immediate vicinity of the Roma Tiburtina railway station.
Considering the location of the Terminal and the intermodality of the hub, it results in easy and convenient access.
Available means of transportation:
For more detailed information see the link:
Reach the bus station by public transport
Info on the costs of transport:
What is the cost of public transport in Rome
Since March 1st 2013, the rights of bus travellers are stated in the Regulation (EU) no. 181/2011, which establishes the rights of the passengers in bus transport, providing, even for those traveling within the European Union by bus and coach, rights similar to those already recognized for air, train and maritime travel.
The regulation can be consulted and downloaded from the Tibus portal at:
https://www.tibusroma.it/en/information-prospectus-and-bus-terminal-regulations/
With specific reference to the services managed (see points 3, 4, 5, and 6), TIBUS adopts the measures set out in Annex A of ART Resolution 28/2021 regarding the rights of users of rail and bus transport services. The user is defined by measure 2.1 g) of the resolution as the individual who utilizes the bus transport service.
Complaints can be submitted:
The form to be used is Annex 6 (“Complaint Form”) of the PIA-RA.
The corresponding form is available in the complaints section in English; it must be completed in block letters and accompanied by the identity documents of the complainant or their authorized representative, along with a copy of the authorization, as well as any other documents useful to verify the presence and/or use of the bus station services. All documents must be in .pdf or .jpg format.
On the website, in the complaints section, pre-filled forms are available in Italian, English, French, and Spanish. Complaints submitted in English, French, or Spanish will receive a response in the same language used for the complaint. Complaints will be considered if they include the following information:
Complaints submitted without using the designated form will also be accepted, provided they are clearly and legibly written and contain the data and information indicated above.
TIBUS will respond to the complaint within 30 days, communicating acceptance, rejection, or the continuation of the investigation. In the latter case, the maximum response time will be 90 days, always counted from the receipt of the complaint.
If no response is provided within the aforementioned 30-day period (whether acceptance, rejection, or notification of ongoing investigation) or if the response is unsatisfactory, the complainant may submit a second-level complaint to the Transport Regulation Authority as indicated in the following paragraph c. “Passenger Rights Protection.”
If the operator’s response is provided after the 30-day deadline and the complaint is accepted, the user is entitled to receive automatic compensation equal to 10% (ten percent) of the ticket price; such compensation shall in no case exceed the maximum amount of €8 (eight euros).
The compensation is not due in cases where:
The Transport Regulatory Authority approved the “Regulations” and the “Complaint form” for the assessment and imposition of the sanctions provided for by the Legislative Decree no.169 (November 4th 2014), in implementation of the regulations on the rights of passengers transported by bus contained in Regulation (EU) no.181/2011.
The agency responsible for the application of Regulation 181/2011 is the Transport Regulatory Authority (www.autorita-trasporti.it) and secondly manages complaints submitted by customers.
The form for complaints to the Authority can be downloaded at the link:
https://www.autorita-trasporti.it/wp-content/uploads/2015/04/ReclamoAutobusV3.pdf
According to the “Regulations”, passengers who have already submitted a complaint form, may apply in second instance – also through associations representing their interests, where expressly delegated – to the Transport Regulatory Authority, to report violations by the transport company to the obligations set out in Regulation (EU) 181/2011.
Specifically, passengers may submit a second-instance complaint to the Authority either directly or through a representative, including representative associations, but only after having filed a complaint with Tiburtina Bus using the methods outlined in section b). This can be done in the following cases:
The maximum time limit for submitting second-instance complaints to the ART is 90 days from the date the initial complaint was filed with Tiburtina Bus.
For the resolution of compensation disputes, users may resort to ADR (Alternative Dispute Resolution) procedures, which are out-of-court settlement methods.
With Resolution 21/2023, the ART (Transport Regulation Authority) established rules for out-of-court dispute resolution procedures between infrastructure and service operators and consumers, in accordance with Article 10 of Law 118/2022.
Users may submit a conciliation request only if they have already filed a complaint, refund request, or compensation claim with the economic operator. The request must be submitted within one year from the date of the initial complaint in the following cases:
Users wishing to initiate a conciliation procedure through the Transport Regulation Authority must access the ConciliaWeb platform using SPID or CIE credentials. Non-residents in Italy may register directly on the platform. (Further information and access to the platform can be found at the following link: https://www.autorita-trasporti.it/conciliaweb/).
Additionally, users may seek non-judicial dispute resolution through:
a) Conciliation chambers established at Chambers of Commerce, Industry, Crafts, and Agriculture, subject to a protocol agreement between the Authority and Unioncamere;
b) ADR bodies, including joint negotiation bodies, listed under Article 141-decies, paragraph 1, of the Consumer Code.
The request for conciliation through the ConciliaWeb platform is not admissible if the dispute can be resolved before another Conciliation Body that meets the requirements of the Consumer Code and does not impose any costs on the user. The list of such Conciliation Bodies is available on the Authority’s website.
The Authority is not empowered to resolve disputes between consumers and companies, nor to sanction regulated entities in cases of compensation and assistance related to accidents.
The bus station has the following schedule: 00:00 – 24:00.
Service is guaranteed every day of the year
Ticket office A
Counter 1
| Days | Opening hour | Closing hour | ||
| Monday/Friday | 09:00 | 19:00 | ||
| Saturday/Sunday | 12:00 | 18:00 |
Counter 2
| Days | Opening hour | Closing hour | ||
| Monday, Tuesday and Wednesday | 07:30 | 14:00 | ||
| Thursday and Friday | 13:00 | 19:30 | ||
| Saturday | 07:30 | 14:00 | ||
| Sunday | Closed | |||
Counters 3/4/5
| Days | Opening hour | Closing hour | ||
| Monday/Sunday | 07:00 | 21:00 | ||
| Saturday/Sunday | 08:00 | 18:00 |
Counter 6
| Days | Opening hour | Closing hour | ||
| Monday/Saturday | 07:00 | 19:00 | ||
| Sunday | 07:30 | 13:00 |
TICKET OFFICES WITHIN THE STATION AREA
Ticket office A1
| Days | Opening hour | Closing hour |
| Monday/Saturday | 07:00 | 23:00 |
| Sunday | 07:30 | 23:00 |
| Ticket office B1 | ||
| Days | Opening hour | Closing hour |
| Monday/Sunday | 09:00 | 21:00 |
| Ticket office B2 | ||
| Days | Opening hour | Closing hour |
| Monday/Friday | 08:00 | 20:00 |
| Sataurday/Sunday | 10:00 | 20:00 |
| Ticket office B3 | ||
| Days | Opening hour | Closing hour |
| Monday/Sunday | 07:00 | 21:00 |
| Ticket office C | ||
| Days | Opening hour | Closing hour |
| Monday/Friday | 06:00 | 21:00 |
| Saturday | 07:30 | 21:00 |
| Sunday | 10:00 | 21:00 |
Commissions on ticket sales may be applied, with varying amounts determined by individual ticket offices. The applicable amounts will be displayed at each ticket office.
The luggage storage facility is situated adjacent to box number 9 and is clearly indicated. Operating hours are from 06:30 to 22:00. This service is not operated by Tibus; the general terms and conditions governing the service are accessible on the Tibus website.
In the bus station there are parking areas reserved for whoever may need it (people with reduced mobility, pregnant women, ecc.).
The sanitary facilities are supervised 18 hours a day, from 06:00 to 24:00, 7 days a week with repeated shifts of cleaning and maintenance of the facilities. The cost to access the service is 70 cents. The service is not managed by Tibus.
It is possible to use the service by connecting to the network called “Tibus Free WI-FI“. Just follow the instructions given when connecting and, after about a minute, you are connected. The time allowed for each session is one hour (there is the possibility of reconnection for an additional hour). There are two authentication methods:
The service is dedicated solely to items lost or forgotten in the bus station and not on board the buses. In case of unattended objects / luggage, TIBUS will take care to check the contents for safety reasons. If the personnel in charge deems a safety hazard, the authorities will be alerted for verification.
For information contact the Operations Room at 06.442595 or write an email to: oggettismarriti@tibusroma.it
Important: Personal identification documents (Identity Card, Passport, etc.) are handed over to the police authorities.
For storage space issues, we keep the objects for a maximum of 20 days from the date of discovery. Perishable items are destroyed the next day.
Pursuant to art. 13 of the European Regulation 2016/679 (“GDPR”) that the processing of personal data takes place according to methods suitable to guarantee security and confidentiality, and is carried out using paper, computer and / or telematic support. For more information, consult the information on the website https://www.tibusroma.it/ in the dedicated section:
Informativa privacy
Informativa cookies
Informativa wi-fi
The free assistance service for passengers with disabilities and reduced mobility (PRM) is available at the bus station, upon reservation. This service is provided at the request of the traveler in agreement with the carrier who will have to carry out the transport. It should be noted that TIBUS PRM assistance is limited to the definition of the bus pick-up and drop-off point. The travel conditions reserved for accompanying persons and for PRMs themselves are regulated by the individual carriers. The service is offered by TIBUS with a view to continuous improvement, to meet the needs of the travelers to whom it is addressed more and more effectively:
NOTE: In case of non-self-sufficiency of the traveler requesting the service, this could be subject to the presence of a personal assistant at the bus station or a companion during the trip.
For booking and/or more information on the service:
How to request the service
What to specify in the request sent by email:
– The dates of the trip, round trip;
– the transport company to be used;
– the type of assistance (with or without forklift, with wheelchair provided by Tibus, other useful information);
– a telephone number where, if necessary, the customer can be contacted for travel arrangements within twelve hours prior to departure.
NOTE: if you intend to cancel or change the assistance service booked, you must inform Tibus at least 2 hours before the agreed time.
Information is also guaranteed through the authorized presence in the bus station of staff of the operators who have the function of providing users with all the necessary information and assistance.
The bus station website – www.tibusroma.it – can be used in two languages, Italian and English, to obtain all the necessary information and in order to interact directly with the company through dedicated staff.
The site has an information section of departures and arrivals which is updated in real time for arriving and departing races.
(The French and Spanish-language sections are currently under development.)
The facebook page is dedicated to social activity with the main function of direct interaction with followers and with anyone who needs it for information and updates.
Anyone who needs information can use the email info@tibusroma.it, and the facebook chat messenger.
The service deals with:
– verifying the authorizations issued by the competent authorities (Ministry of Transport, Regions, Provinces) and in particular the correspondence of the authorized hours with the actual operating hours.
– report any anomalies found to the competent authorities.
There is a Station Operations Room, active 24 hours a day, 7 days a week, which deals with the control of road traffic in the station areas and the correct application of the operating program. The service is equipped with a customized ®Tibus software that regulates access to the bus station (via the Operations Room) and makes it possible to provide information in real time, even to passengers, through the channels described in point 7 below (information services).
The timetable of the bus service is issued quarterly and may vary according to the communications of the carriers (always in compliance with the contents of the authorizations). Programming is the responsibility of the control office which, after verifying the authorizations, enters the data into the database. The daily management is delegated to the Operations Room.
The service also deals with the registration on the LOG of the actual terminal access times and data storage, as well as reporting to the competent bodies for unauthorized stops in the areas adjacent to the terminal, carried out by carriers not registered at the bus station.
The service manages the access gates through the control of barriers, the registration of accesses, and the limitation of access (in case of lack of authorization).
The bus station has the presence of a “departure square” operator with duties of supervising the area, maintaining safety levels, assisting in reversing the buses; during peak hours, this activity is carried out by a dedicated operator, while during off-peak hours, these verification activities are performed by personnel from the surveillance and control services
The bus station guarantees the presence, and availability 24 hours a day, of a Security Manager, who prepares the surveillance and control services, in collaboration with the security institution. The service varies depending on the period of the year and any extraordinary events that may occur.
There is at least one armed security guard 24 hours a day, 7 days a week, with an increase of up to 5 GPG units at the same time, on particular days of the week and of the year.
The bus station guarantees the management of the Security and Values Transport Service, in collaboration with an authorized Supervisory Institution, in order to reduce the presence of cash in the tills of shops and, therefore, the risk of criminal events.
In the same way, the bus station checks abandoned baggage and ensures its safety; as well as provides for the management of lost baggage, with registration of the baggage and their destination, when a reasonable period of time has passed without request.
The terminal collaborates with the Social Operations Room of the Municipality of Rome for the management of minors, mentally disadvantaged individuals, etc. with alerts to the service and assistance to their institutional activities.
The management of the bus station is characterized by the presence of a high-resolution digital video surveillance system owned by the Tibus company, consisting of about 35 cameras (with daytime and nighttime optics) and 24-hour continuous recording on digital media. Surveillance guarantees coverage of the station areas and areas outside the terminal as well as the supply of any images requested by law enforcement.
The service provides for the storage and supply of images in the event of non-compliant behavior of the bus service and / or in the event of road accidents in the areas covered by video surveillance. Likewise, it provides maintenance services for the facilities and ensures the efficiency of all systems.
The Operations Room service with control personnel for security activities is active 24 hours a day, 365 days a year.
There is a Data Processing Manager specifically appointed for the protection of privacy.
The bus station guarantees a cleaning service for the main square, divided into several shifts of daily cleaning, waste collection (the recycling service is active) and collection of waste produced by arriving buses.
An emergency responder is available 24/7.
In several points of the bus station there are signs posted showing the procedure to
follow in an emergency.
An emergency response system is operational in the station areas for first aid activities, with a connection to the 118 service for defining interventions to be performed (triage) and with assistance to Emergency Services for access to the bus station. The bus station is equipped, in an easily accessible location, with an Automated External Defibrillator (AED) for cardiac first aid.
TIBUS ensures the maintenance of urban decor and safety by adopting a series of initiatives:
– Scheduled interventions for cleaning the green areas inside and outside the bus station at the total expense of TIBUS. The service is carried out by a certified company, in maximum safety for travelers and resident citizens;
– Lighting of station areas, peripheral areas and external areas
– Seasonal pest control carried out in agreement with the Municipality of Rome and at the total expense of Tibus. This service is also carried out by a certified company in the sector.
| Bus station operating room active 24h | 06.442595 |
| info@tibusroma.it | |
| PEC | tibussrl@legalmail.it |
| Website | https://www.tibusroma.it |
| Facebook page | https://www.facebook.com/AutostazioneTibus/ |
| PRM Assistance (people with reduced mobility) | infoprm@tibusroma.it |
| Privacy | gdpr.privacy@tibusroma.it |
| Complaints, reports, suggestions | segnalazioni@tibusroma.it |
| Lost and found | oggettismarriti@tibusroma.it |
EMERGENCY CONTACTS
| First Aid
(single number for all types of Emergencies in all countries of the European Community) |
112 |
| Public Emergency Aid | 113 |
| Child Abuse Emergency | 114 |
| Fire Fighting Emergency first response | 115 |
| Sanitary Emergency | 118 |
NUMBERS OF PUBLIC UTILITY AND SOCIAL VALUE
| Municipality of Rome | 060606 |
| Guardia di Finanza | 117 |
| Public Health emergency communications | 1500 |
| Forest Fire Service of the Forestry Corps of
State |
1515 |
| Information Service CC.I.SS (Viaggiare informati) | 1518 |
| Service in support of women victims of
violence |
1522 |
| Environmental emergency service | 1525 |
| Port Authority Assistance at sea – Numero Blu | 1530 |
| Booking of sanitary services | 1533 |
| Direct line for reporting missing minors
(same in all European Community countries) |
116000 |
