Details of user (if other than the complainant) and any other passengers
Please Note: If the complaint is submitted by a representative, the proxy and a photocopy of the claimant’s photo ID must be attached
Use only the Silk Proxy Form to print, fill in, sign, scan and attach.
Attach a copy of the delegating party's Identity Document.
Documents of the delegating parties (Powers and identity documents)
The following formats are accepted: pdf, jpg, png. Maximum size allowed: 5mb.
Click here to upload files!
Request for refund if due
DELAYED OR CANCELLED SERVICE: if the public transport service is cancelled, or its departure from the stop is delayed by more than 60 minutes for inter-urban or 30 minutes for intra-urban services due to the fault of SETA, if no replacement service has been provided or no other service has run on the route within the period of time considered. No refund is provided in case of service failures due to force majeure (e.g. natural disasters, strikes and other unforeseeable emergencies); in other cases the refund will be paid in cash by bank transfer and will be equal to the complete cost of the ticket at the price at which it was purchased. For season ticket holders, the refund will be equal to the daily portion of the full season ticket cost, provided ticket validation rules are complied with. Otherwise, a voucher valid for purchase from the company’s ticket office of tickets usable on all SETA services (single or multiple journey or season ticket, up to a maximum of 8.00 Euros) may be requested.
Season ticket/Ticket no
Last 4 figures of the payment card used (in case of payment on the vehicle)
N.B.: attach a photocopy/scan/screenshot of the ticket. (Click here to attach.)
DELAY IN REPLYING TO A COMPLAINT: if SETA fails to reply to a customer’s complaint within the deadline of 30 working days.
In this case, the refund consists of a voucher valid for purchase from the company’s ticket office of tickets usable on all SETA services (single or multiple journey or season ticket, up to a maximum of € 10.00, or up to a maximum of 20% of the ticket price for group tickets).
Select how you wish to receive the indemnity/refund if due
Credit Notes or Vouchers will be available at the company ticket office where the complaint was submitted the week after issue of the reply
Bank transfer: IBAN
Account header:
