Refunds and Complaints
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Refunds pursuant to ART Resolution 132/2024 (211/2025).
From 1 June, Asti-Cuneo provides refunds only for transits with entry and exit on the managed section of the A33.
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You can send a suggestion or file a complaint
- by e-mail to A33reclamiutenti@asticuneo.it;
- by registered letter with return receipt, to Autostrada Asti-Cuneo S.p.A., Ufficio Reclami, Via Bonzanigo n. 22 Torino.
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You can request compensation for damage via PEC (certified e-mail) at: pec@asticuneo.postecert.it
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For information and reports regarding tolls, write to the e-mail address pedaggi@asticuneo.it or call the toll-free number 803 333, available 24/7.
Refunds for roadworks and blocked traffic
How to request a toll refund
Who can request a refund?
The refund is available to private individuals, VAT-registered persons and companies paying with electronic toll devices, cards, cash or plate account (Free Flow) for transits made from 01/06/2026 on the following sections:
– entry and exit toll stations located along the Cuneo – Barriera di Castelletto Stura / Sant’Albano Stura section (Section I of the A33 motorway: closed system – traditional toll collection)
– on the Bra-Marene/Isola d’Asti (Asti sud) section, (Section II of the A33 motorway: open system – free flow toll collection) with the exclusion of the Alba Ring Road (Tangenziale di Alba) (as this stretch is not under the responsibility of the concessionaire Autostrada Asti-Cuneo S.p.A), specifying the entry and exit junctions.
Toll stations and entry/exit junctions for which a refund may be requested: Barriera di Castelletto Stura (Cuneo) / Sant’Albano Stura / Bra-Marene / Cherasco / Alba ovest / SS231 – start of A33 jurisdiction – Roddi (Alba) / SS231 – start of A33 jurisdiction – Guarene (Alba) / Castagnito / Govone / Costigliole-Govone / Isola d’Asti / SP 456 del Turchino / SS231 – start of A33 jurisdiction – Isola d’Asti (Asti sud)
All methods require the user to provide an IBAN and other data necessary to obtain the refund.
You can request a refund in the event of roadworks
In the presence of roadworks you are entitled to a refund based on the length of your journey and any accumulated delay:
- Journeys up to 30 km: the refund always applies, regardless of the minutes of delay
- Journeys between 30 and 50 km: triggered only with a delay equal to or greater than 10 minutes
- Journeys over 50 km: triggered only with a delay equal to or greater than 15 minutes
The refund consists of two parts:
- Basic component: an amount calculated based on the characteristics of the roadworks encountered on the route
- Additional component for delay: an amount calculated based on any accumulated delay compared to the reference travel times
← Scroll to see the whole table →
| Trip length | ||||
|---|---|---|---|---|
| UP TO 30 KM | 30 - 50 KM | OVER 50 KM | ||
| Trip delay minutes | LESS THAN 10 MIN | REFUND | x | x |
| 10 MIN - 14 MIN | REFUND | |||
| OVER 15 MIN | REFUND | |||
Further details
Presence of multiple roadworks with or without delay: you are entitled to the sum of the refunds calculated for each roadwork, including any additional amount for the delay, up to the limit of the toll amount paid.
You can request a refund in the event of blocked traffic
In the event of blocked traffic, you are instead entitled to a refund calculated on the toll for the affected section:
- Block between 60 and 119 minutes: refund of 50% of the toll
- Block between 120 and 179 minutes: refund of 75% of the toll
- Block of 180 minutes or more: refund of 100% of the toll
← Scroll to see the whole table →
| Refund percentage | ||
|---|---|---|
| REFUND | ||
| Trip delay minutes | 60 - 119 MIN | 50% |
| 120 - 179 MIN | 75% | |
| 180 MIN OR MORE | 100% |
Further details:
- Presence of multiple blocked traffic events: you are entitled to the sum of the refunds calculated for each event, up to a maximum of 100% of the toll
- 60-minute threshold: you are entitled to a refund only for blocks lasting 60 minutes or more; those below this threshold are not counted, not even if added together they would exceed the limit
N.B. in the presence of roadworks and blocked traffic events: you are entitled to the highest refund among those accrued. The amounts relating to roadworks and blocked traffic events are not added together.
Register on the platform to request a refund
Find out the refund procedure according to how you paid for your journey:
| Electronic toll devices | Cash / Cards / Plate Account (Free Flow) |
 |
 |
| – | Request the receipt at the exit toll station for transits on the Cuneo – Barriera di Castelletto Stura – Sant’Albano Stura section: For journeys on the Bra-Marene/Isola d’Asti (Asti sud) section: request the Transit List at the Govone Info Point or download it from the Free Flow Platform after completing the required registration |
| Access the platform | Access the platform |
| Register or log in | Register or log in |
| Register your electronic toll device | Upload a scan of the receipt or of the transit list |
| Receive notification of your right to a refund | Receive notification of your right to a refund |
For further information or assistance regarding refunds, you can call the toll-free number 803 333, active Monday to Friday from 9.00 a.m. to 5.00 p.m.
You can also submit a refund request by sending us a registered letter using this form.
For further details, please see General terms and conditions, Privacy Notice of the Joint Data Controllers of the Platform and Privacy Notice of the Concessionaire
Suggestions and Complaints
How to submit a Suggestion or a Complaint
For information on the Free Flow system and toll-related issues, users can write to pedaggi@asticuneo.it or contact the staff at the contact details available at https://www.asticuneo.it/contatti-free-flow/.
Users may also report to the Company, by submitting a complaint, any shortcomings perceived or encountered in the management of the road infrastructure, as well as any grievances and/or requests regarding the non-compliance of the service with one or more requirements defined by European or national legislation, by ART Resolution no. 132/2024 or by the Service Charter.
The complaint must be submitted, in Italian or in English:
- by e-mail to A33reclamiutenti@asticuneo.it;
- by registered letter with return receipt, to be sent to the following address: Autostrada Asti-Cuneo S.p.A., Ufficio Reclami, Via Bonzanigo n. 22 Torino.
The complaint, under penalty of inadmissibility, must include at least the following elements:
- the identification details of the user (name, surname, contact details) and of any representative, in which case attaching the proxy and an identity document of the user;
- the identification details of the journey made (entry point, exit point, date and time slot of transit, vehicle registration plate) and a copy of the toll payment receipt;
- a description of the non-compliance of the service identified with respect to one or more requirements defined by European, national or regulatory legislation or by the Service Charter.
The Company provides a reasoned response to complaints within 30 calendar days, starting (i) from the date of receipt of the complaint for those received by registered mail and (ii) from the day of sending for those received by e-mail at A33reclamiutenti@asticuneo.it.
If the Company does not send any response to complaints within the terms indicated above, or in the event of an unreasoned response, the user is automatically entitled to compensation equal to:
- a) 30% of the sum of the tolls paid by the user for the route, possibly repeated, to which the complaint refers, in the event of a response provided between the thirty-first and the sixtieth day from receipt of the complaint;
- b) 50% of the sum of the tolls paid by the user for the route, possibly repeated, to which the complaint refers, in the event of a response provided after the sixtieth day or in the event of no response.
The above compensation is not due in cases where:
- the complaint is not submitted by the user in the manner and with the minimum elements indicated above;
- the user has already received compensation for a complaint of a similar nature concerning the same journey.
If the user does not receive a response to a complaint within the terms indicated above, or considers the response received unsatisfactory, they may submit a conciliation request:
- to the ART Conciliation Service;
- to the Conciliation Chambers established at the Chambers of Commerce, Industry, Crafts and Agriculture, where the memorandum of understanding between ART and Unioncamere has been signed;
- to ADR bodies, including the joint negotiation bodies registered in the list referred to in art. 141-decies, paragraph 1 of the Consumer Code.
Finally, please note that:
- if the complaint is rejected by the Company on grounds of competence, the Company will forward the complaint, promptly and in any case within thirty days of receipt, simultaneously informing the user, to the concessionaire deemed competent, which will provide a response to the user pursuant to the aforementioned ART Resolution 132/2024;
- the Company ensures the refund of tolls paid, in error, in excess of the amount due, following verification of the validity of the request made by the user, as indicated in the Service Charter;
- the user has the right to submit a complaint, request or report to the Transport Regulation Authority (ART) regarding compliance with quality and tariff levels.
If the user only wishes to provide suggestions or feedback on the service offered, they can send an e-mail to info@asticuneo.it.
The personal data provided is processed in compliance with privacy legislation. The full privacy notice, with the relevant purposes of personal data processing, is available on the website.
Damage Compensation
How to request compensation for damage
If you have suffered damage on the A33 section managed by Autostrada Asti-Cuneo S.p.A., you can send a damage compensation request by writing:
- to the following e-mail address: info@asticuneo.it
- to the following PEC (certified e-mail) address: pec@asticuneo.postecert.it;
- by post to the address: ASTI CUNEO – Ufficio Sinistri, Via Bonzanigo n. 22, 10144 Torino
For further information, please consult the Service Charter.
Toll Payment Issues
How to request toll assistance
The Company ensures the refund of tolls paid, in error, in excess of the amount due, following verification of the validity of the request made by the user, as indicated in the Service Charter.
For issues relating to toll payment, such as:
- incorrect vehicle classification
- incorrect or missing change
- payment anomalies with automatic tollbooths
- anomalies relating to the electronic toll device
please write to the e-mail address: pedaggi@asticuneo.it