The Mobility Charter is the document that regulates the relationship between companies offering Public Transport services and the citizen users who use them, taking on precise commitments for their protection and thus also offering greater guarantees of compliance with the obligations imposed by the contracting authority (in our case the Autonomous Region of Valle d’Aosta). It stems from a process regulated by precise legal provisions, the purpose of which is the improvement, year by year, of the quality of the services provided and of the relationship between the territory and the company providing the services.
The mobility charters strengthen the guarantee of freedom of movement of citizens as provided for:
Main regulatory sources of reference:
V.I.T.A. S.p.A. operates, under a service contract, in the TPL scheduled service sector, in the Lower Valley Sub-Basin as Mandatary of the R.T.C. V.I.T.A.-ARRIVA. The Lower Valley Sub-Basin hosts important production, educational and healthcare hubs, with daily travel flows also linked to tourism and leisure.
During winter and summer weekends, the entire territory is affected by the presence of long queues of tourist cars, causing significant air pollution. In the valley heads, a new role for public transport is being pursued, as demonstrated by the positive experiences of shuttle services in tourist valleys. Some critical issues remain open:
For over sixty years the company V.I.T.A. (Valdostana Impresa Trasporti Automobilistici) has been present on the passenger transport market. It began operating in the Lower Valley in 1962 managing three bus lines, with four buses and three employees in addition to the owner. Today V.I.T.A. S.p.A. is a group that coordinates companies specialised in tourism, travel and transport, with offices in Valle d’Aosta (Arnad, Hône, Aosta) and in Piedmont (Ivrea, Turin and Santhià). It covers more than seven million kilometres every year with a fleet of over 100 vehicles. Main data of the TPL service in Valle d’Aosta:
Certifications obtained:
In 2012 the tender for the Contract with the Autonomous Region of Valle d’Aosta was awarded, in R.T.I. with ARRIVA Italia srl, for TPL services in the Lower Valley Sub-Basin for the period 01/07/2012–30/06/2022, subsequently extended until 30/06/2027.
The aim is to best meet the expectations of the parties involved: end users, public contracting authority, shareholders and employees, suppliers and local community. It is based on periodic customer satisfaction surveys.
The overall average rating in the Lower Valley sub-basin for 2024/2025 is 7.88 (previous year: 8.02) on a scale of 1 to 10. Target 2025/2026: 8.0.
Articolo 5
The provision of services is based on the principle of equality of citizens, without distinctions of nationality, race, language, sex, religion, income and opinions. The company pays particular attention to the most vulnerable (elderly, disabled).
Services are provided impartially, according to transport technical criteria.
The company is committed to providing the service with continuity, respecting the established timetables. In the event of irregularities due to independent causes, V.I.T.A. S.p.A. adopts measures to cause the least possible inconvenience.
On routes served by several carriers (e.g. Verrès/Arnad), the user has the right to choose the means considered most suitable.
The company promotes citizen participation, welcomes observations and periodically acquires user assessments of service quality.
V.I.T.A. S.p.A. is committed to offering the maximum service while safeguarding company profitability.
The objective is to always respect the timetable without early departures or excessive delays. Rating: 7.46 (previous year: 7.81). Target 2025/2026: 7.50.
The sense of safety is conveyed by the professionalism of the drivers and the efficiency of the workshop staff. Rating: 7.54 (previous year: 8.03). Target 2024/2025: 7.80.
As at 31/12/2024 the V.I.T.A. bus fleet in TPL service in the Lower Valley sub-basin has an average age of 5.67 years. Target at 31/12/2025: 6.00 years.
In the event of a bus stoppage, V.I.T.A. ensures the resumption of service with a replacement vehicle within an average of 15/20 minutes.
During 2024 no accidents on board occurred. Overall 32 road incidents were recorded: 9 active (1 minor injury) and 23 passive (1 minor injury).
Article 7
Lost items found on board are deposited and registered at the Arnad headquarters. If not claimed within a reasonable time, they are donated to Caritas. Rating: 7.90 (previous year: 8.36). Target 2025/2026: 8.00.
Thanks to the attention of the staff, acts of vandalism on board are rare. Drivers can immediately get in touch with the company and/or the police. Rating: 7.90 (previous year: 8.29). Target 2025/2026: 8.00.
A daily general internal and external cleaning is provided. In winter, washing of the underside is also provided to remove mud and salt residues. Rating: 7.71 (previous year: 8.08). Target 2025/2026: 8.00.
V.I.T.A. S.p.A. will raise the issue for a more precise scheduling of cleaning and maintenance interventions of bus shelters with the local authorities that own them. Rating: 7.81 (previous year: 8.12). Target 2025/2026: 8.00.
The service is organised to meet demand even at peak times. In the event of particular needs (groups, events) the company can immediately increase transport capacity. Rating: 7.64 (previous year: 8.04). Target 2025/2026: 7.80.
Numerous low-floor buses are used on TPL lines, particularly suitable for transporting skiers in the Gressoney and Ayas ski resorts. Rating: 7.99 (previous year: 8.36). Target 2025/2026: 8.20.
All vehicles are equipped with heating and air conditioning systems. The company ensures compliance with the smoking ban. Rating: 7.77/7.66 (previous year: 7.68/7.95). Target 2025/2026: 7.90/7.80.
V.I.T.A. S.p.A. operates through the attention of its staff in facilitating the boarding, alighting and stay on board of the most vulnerable people.
Timetable boards with useful information for users are posted at stops. Rating: 7.76 (previous year: 7.97). Target 2025/2026: 7.80.
All buses are equipped with illuminated front panels showing the line and destination. The visual announcement system for the next stop is active. Rating: 7.80 (previous year: 8.03). Target 2025/2026: 7.90.
Staff are required to treat users with respect, courtesy and promptness, facilitating them in the exercise of their rights. Rating: 7.87 (previous year: 8.34). Target 2025/2026: 7.90.
Staff are required to take care of their appearance; the uniform must be kept clean and tidy. Rating: 7.96 (previous year: 8.44). Target 2025/2026: 8.00.
During 2024/2025 the monitoring of perceived quality by customers of rental services continued, through a questionnaire delivered at the end of the journey to the group leader. The questionnaire evaluates:
The rating scale provides five grades: insufficient, poor, sufficient, good and excellent. Overall, the ratings are very gratifying for the company.
The driver is required to:
Passengers have the right to:
The passenger is required to:
Complaints and reports of irregularities can be submitted in the following ways:
V.I.T.A. S.p.A. will respond to the customer as soon as possible and in any case within 30 days.
For privacy matters write to: privacy@vitagroup.it
For whistleblowing a specific link is available on the company website: www.vitagroup.it
(From Regional Law 1 September 1997, n. 29)
