Services and information for persons with reduced mobility

Commitment towards Persons with Reduced Mobility

Autostrade Alto Adriatico has always been committed to ensuring a safe, comfortable and accessible travel experience for all users of the motorway network. In line with current legislation on accessibility and the protection of Persons with Reduced Mobility, the Concessionaire adopts an assistance policy aimed at removing all physical and operational barriers, thereby ensuring full usability of its infrastructure and services.
Through the continuous upgrading of its facilities and the adoption of innovative solutions, Autostrade Alto Adriatico guarantees full compliance with legal obligations relating to accessibility, with a particular focus on:

• reserved parking spaces in service and parking areas, clearly marked and located near the main access points;
• equipped restrooms, with adequate spaces and aids compliant with accessibility standards;
• facilitated paths and access routes, with ramps and specific signage;
• assistance services to ensure timely support for users with disabilities or reduced mobility when needed.

All detailed information regarding the availability of the above-mentioned infrastructures and facilities is provided on the InfoViaggiando website within the pages dedicated to each individual service and parking area, including any updates on conditions affecting full accessibility and usability, which will be communicated as soon as they become available.

Update of services provided

• Duino Nord
• Duino Sud
• Gonars Nord
• Gonars Sud
• Fratta Nord
• Fratta Sud
• Calstorta Sud
• Roncade Nord
• Bazzera Nord
• Bazzera Sud
• Zugliano Ovest
• Zugliano Est
• Porcia Nord
• Brugnera Sud
• Gruaro Est
• Gruaro Ovest

By calling the Viaggiando Service at the toll-free number 800996099 and selecting option 2, users can access information on services dedicated to Persons with Reduced Mobility, including guidance on how to request specific assistance in the event of an emergency caused by blocked traffic or queues on the motorway.

Compensation in the event of discrepancies in accessibility conditions  

In the event of discrepancies between the information provided by the Concessionaire and the actual accessibility and usability conditions of the services offered in parking or service areas, the PRM customer has the right to submit a complaint to the Concessionaire in order to obtain a possible indemnity.

PMR refers to any person whose mobility is reduced due to a physical or mental disability, sensory or locomotor impairment, whether permanent or temporary, for example:

• people who use a wheelchair;
• people with evident walking difficulties;
• blind persons;
• deaf persons;
• severe cognitive disabilities.

A PRM customer may submit a complaint through the following channels:

1. complaints webform available on the Concessionaire’s website
2. by email to reclamo@autostradealtoadriatico.it or by PEC to protocollo@pec.autostradealtoadriatico.it,
3. by registered mail, providing the following information:
   • Date of transit
   • Entry toll station
   • Exit toll station
   • Exit time
   • Number plate of the vehicle used for transit
   • Receipt collected at the toll station / Replacement receipt / Electronic toll device code / Non‑payment report number
   • Description of the detected issue, specifying:
     • Affected parking or service area
     • Time of stop
     • Location and type of detected issue (e.g., parking area, rest services, food service area, fuel service room, forecourt, etc.)
   • Self-certification regarding PMR status, specifying whether the person is the driver or a passenger, or, if available, a copy of the European Disability Card (also known as the Disability Card).
   • Any evidence of the issue (e.g., photographs)

The motorway operator reserves the right to request additional information during the assessment process.

In the event of missing or incomplete information with respect to the data indicated above, the inadmissibility of the complaint will be communicated, along with the possibility of submitting it again in a complete form.

The complaint may be submitted not only in Italian but also in English, and the reply will be provided in the same language.
Compensation, relating solely to the informational discrepancy, amounts to €7.00.

The compensation will be paid, for each complaint submitted, following a specific investigation by the Concessionaire that verifies both the actual informational discrepancy reported and the claimant’s actual entitlement to compensation. Payment will be made within 30 days from the date the complaint is submitted. It is granted *ad personam* to the PRM customer.

Last update: Monday 10 August 2026