Useful information for your trip
Useful questions and answers for your trip
Welcome to our Frequently Asked Questions (FAQ) page.
Seat belts
Since 2006, all passengers have been required to wear seat belts on buses. All of our vehicles are equipped with seat belts.
It is the responsibility of each passenger to wear a seatbelt when the vehicle is in motion, and if any fines or penalties are incurred, they will be forwarded to the person concerned.
Food and drink consumption
You may consume food and drinks on the vehicle; we ask you to cooperate in maintaining cleanliness inside the vehicle and disposing of waste.
In case it is necessary to clean the vehicles in a special way due to dirt left behind by the group, a flat rate of CHF 150 will be charged.*
*If special cleaning work needs to be done due to stains, vomit, etc., the cleaning costs outsourced to a specialized company are directly rebilled to the customer, as are any downtime costs.
Moving on the bus
In principle, it is forbidden to move around on the bus while it is in motion. We recognize, however, that situations may arise when a passenger needs to change seats or needs to communicate with the driver for urgent needs. In such cases, small movements are permitted, but we ask passengers to do so with the utmost caution to avoid accidents or injuries.
We encourage all passengers to keep travel to a minimum and to use caution when moving within the vehicle.
Toilet
Smoke
Pause
Our drivers are subject to the Work and Rest Order (OLR), consequently there are mandatory breaks to be taken at specific times (at least 45 minutes break, divisible into 15 and 30 minutes, after 4h 30min of driving).
In any case, additional breaks or stops can be requested from the driver at any time.
Tips
Should you feel that the driver has provided quality service, it is a long-standing practice in our industry to express appreciation through a tip in recognition of his or her commitment and professionalism.
Luggage
Our vehicles have adequate space to accommodate hand luggage or small bags. For transporting bulky luggage, sports equipment or other bulky items, we can provide a trailer.*
*It is essential that the use of the trailer be arranged in advance. Therefore, we encourage you to let us know your specific needs before your trip so that we can best arrange the transportation of your items.
Is a car seat necessary for children under 4 years old?
In accordance with Article 3a(4) of the Ordinance on Traffic Rules (ONC), the use of child restraint devices, such as child seats, is not mandatory on tour buses for passengers aged 4 years and older.
Consequently, if you are traveling with children under the age of 4, it is essential to bring an appropriate car seat. It should be noted that Mattei Viaggi does not have car seats to offer.
It is also important to note that our buses are equipped with lumbar seat belts only, which implies that child seats designed to be secured by three-point seat belts cannot be used in our vehicles.
Lost and found
Did you forget an item on the bus? We may have already retrieved it for you.
Please contact us during office hours, either by phone on 091 754 11 11 or by sending an e-mail to info@mattei-viaggi.ch, to see if your item has been found. If so, you can pick it up directly from our office.
Free parking
During your trip, you have the opportunity to park your private vehicles free of charge at our Bignasco location (no liability for damage and theft)*.
*Please note that availability is limited.
Delays
We would like to inform you that we cannot take responsibility for delays caused by circumstances beyond our control, such as heavy traffic, traffic jams, accidents, airspace congestion, road detours, customs delays, strikes, or other force majeure events.
This disclaimer also applies to delays that could affect your planned connections with airline flights, rail services and sea crossings.
Theft and damage
We want to emphasize that we cannot take responsibility for any theft or damage to your luggage or personal items left inside the bus.
We strongly advise each passenger to have his or her own insurance that covers such risks to ensure peace of mind during the trip.
Animals
In general, transporting animals in our vehicles is not allowed.
However, we understand the importance of your four-legged friends in your life. Therefore, we encourage you to contact us in advance to discuss possible transportation options for your pets.
We will do our best to accommodate your needs, within our means and with respect for the safety and comfort of all passengers.
Ordinance on Work and Rest (OLR1)
Driving and rest hours: The regulations on work and rest for the driver are more or less identical throughout Europe. For your safety, we strictly adhere to these rules. If you plan your trip on your own, you should know that the driver's maximum employment time, including breaks, cannot exceed 15 hours per day (from garage to garage or hotel). During this time, a maximum of 9 hours of driving time can be traveled. The remaining 6 hours include working time (attendance time, cleaning, etc.) and breaks. Night rest (opportunity to sleep) must be 11 consecutive hours per day, in exceptional cases 9 hours. After 4.5 hours of driving, a break of at least 45 minutes is required. Police authorities meticulously monitor data on drivers' driving, working and rest periods. Deviations or violations result in very high fines and immediate suspension of the ride.
We are happy to provide you with all the information and assistance you need for proper planning of your trip.
Summary:
Maximum driving time per day: 9 hours, 2 times per week 10 hours allowed.
Breaks from driving time: After a maximum of 4.5 hours for at least 45 minutes or partial break of at least 15 and 30 minutes (in that order).
Daily rest time: Uninterrupted rest of 11 hours within 24 hours, 3 times a week; exceptionally, a reduction to 9 hours is possible.
Maximum time of use per day: 13 hours, 3 times a week up to 15 hours allowed.
Safety information
First aid kit
At least one sealed first aid kit* is present on all our vehicles, if opened the latter is immediately replaced so that we can ensure its completeness at all times. Our drivers regularly check the presence and condition of first aid kits during vehicle checks.
*except on the trailer.
Safety exits
Seat belts
Since 2006, all passengers have been required to wear seat belts on buses. All of our vehicles are equipped with seat belts.
It is the responsibility of each passenger to wear a seatbelt when the vehicle is in motion, and if any fines or penalties are incurred, they will be forwarded to the person concerned.
Seats
In accordance with Article 3a(4) of the Ordinance on Traffic Rules (ONC), the use of child restraint devices, such as child seats, is not mandatory on tour buses for passengers aged 4 years and older.
Consequently, if you are traveling with children under the age of 4, it is essential to bring an appropriate car seat. It should be noted that Mattei Viaggi does not have car seats to offer.
It is also important to note that our buses are equipped with lumbar seat belts only, which implies that child seats designed to be secured by three-point seat belts cannot be used in our vehicles.
Fire extinguisher
A ready-to-use leaded fire extinguisher is provided on all our vehicles. *
*except on the 8-seater vehicle and trailer.
Snow chains
Each vehicle is equipped with a kit for mounting snow chains during the winter months.
Dangerous objects
Bringing dangerous objects or materials on board is prohibited.
Every passenger is responsible for his goods. Both in domestic and cross-border traffic. Mattei Viaggi and its drivers assume no responsibility in this regard.
Valuables
We recommend not leaving valuables on the bus when unattended, this is to avoid attracting the attention of ill-intentioned people and consequently ending up with nasty surprises.
Remember that Mattei Viaggi is not responsible for theft or damage to any property left on the vehicle.
Vehicle maintenance and inspection
Our vehicles are tested at regular intervals by the traffic section.
All maintenance is performed in accordance with the manufacturer's instructions, and repairs are carried out in authorized brand workshops.
All professional drivers holding the driver qualification card (CQC) are obliged to attend mandatory training days (5 days in 5 years). Our drivers meticulously comply with this rule and try to attend trainings inherent to passenger transport.
Driver training
All professional drivers holding the driver qualification card (CQC) are obliged to attend mandatory training days (5 days in 5 years). Our drivers meticulously comply with this rule and try to attend trainings inherent to passenger transport.
Picket numbers
We offer our customers a 24/7 emergency support service. In case of need, you can reach us at the following phone numbers:
Reservation
Reservations can be made in writing, by telephone, or in person. The contract is concluded upon acceptance of the offer, which can also be made by e-mail (which has legal force).
Payments
Invoices must be paid by bank deposit within 15 days from the date of issue, unless other terms have been agreed upon.
Please use the information in the policy attached to the invoice for payment.
A 4% surcharge (minimum 10CHF) per transaction will be charged for credit card or twint payments.
Driver's room and board
As a rule, it is the responsibility of the group to arrange food and lodging (in a single room) for the driver.
Often accommodation and/or recreational facilities (hotels, restaurants, ski slopes, ...) offer discounts or vouchers for drivers from a certain group size, it is always recommended to ask the facilities in advance.
If the group could not or wished to take care of the food and lodging arrangements for the driver, the expenses incurred are billed separately.
As a rule:
- single room overnight stay with breakfast: 180CHF+VAT*
- lunch: 25CHF+VAT*
- dinner: 35CHF+VAT*
*If costs exceed these lump sums, the customer will be notified immediately
Parking and permits
Unless otherwise specified in the offer, charges for vehicle parking or city access permits will be billed to the customer at the end of the trip.
Application of Wrapping
Custom wrapping can be applied to our vehicles upon request. Costs related to application, material and removal are the responsibility of the customer.
Additional hours
If the driver's employment exceeds the agreed time interval, a fee of 100CHF+VAT will be charged for each additional hour.
TFTP / Tolls / Fuel surcharge
The flat rate heavy traffic tax (TFTP) is included in our prices.
Tolls are included in our prices (unless otherwise stated in the offer or order confirmation).
In case of a significant increase in fuel prices, we reserve the right to charge a corresponding surcharge.
Price increase
In the following exceptional cases, Mattei Viaggi SAGL may increase the agreed prices:
(a) Price increases of booked services.
(b) Government taxes introduced by new or increased (e.g., fuel surcharges, VAT rate)
Cancellation of bus rental reservations with driver (bus service only, no third-party services)
If you have to cancel your trip after a final order there are the following cancellation fees (as a percentage to the agreed price):
Time Before Departure | Cancellation Cost |
Up to 20 days | CHF 0 |
19-10 days | 10% |
09-04 days | 20% |
03-01 days | 75% |
0 - no notification (No Show) | 100% |
Cancellations must be communicated in writing and become valid only after the document is received by us.
Total cancellation of travel arrangement offers
Total cancellation of your contract must be done in writing (letter or email).
The cancellation of your contract becomes legally valid only after receipt of your official written statement. To determine the date of cancellation, the time when your written statement arrives at your reservation point during normal business hours is decisive. The next business day is decisive for Saturdays, Sundays and general holidays.
In case of total cancellation by the client, Mattei Viaggi SAGL will charge the following cancellation fees:
- Half-day or full-day program, Rate CHF 200 plus the following cancellation fees:
Time Before Departure | Cost of |
Up to 60 days | - |
60 - 15 days | 10% |
14 - 8 days | 30% |
7 - 2 days | 80% |
1 - 0 (No Show) | 100% |
- Multi-day program, Rate CHF 200 plus the following cancellation fees:
Time Before Departure | Cost of |
Up to 60 days | - |
60 - 22 days | 30% |
21 - 8 days | 50% |
7 - 2 days | 70% |
1 - 0 (No Show) | 100% |
Cancellation fees are calculated as a % of the total volume of the current order immediately prior to the total cancellation. Any additional third party fees are charged to the customer.
Partial cancellation or modification of participants
As a rule, the final number of participants must be reported 60 days before departure for organized trips.
In case it is necessary to cancel or reduce the number of guests for whom services of third-party providers have been booked from 59 to 0 days before departure, Mattei Viaggi SAGL will check what amount can be recovered.
In any case, the stipulated amount must be paid in its entirety in case no solution is found in favor of the client.
