Complaints

Every day we strive to provide our passengers with the best possible travel experience. If we have not met your expectations, you can submit a complaint in Italian or English, within 2 months from the date the service was provided or should have been provided, using one of the following methods:

• The online form
• The complaint form available here, at ticket offices or onboard officers, and submitting it through our channels or sending it by registered mail with acknowledgment of receipt to: Alilauro S.p.A., Molo Beverello – Palazzina “Volaviamare” s.n.c. 80133 Napoli
• Orally at the ticket office, customer service, or our booking office. In this case, one of our operators will take care of recording the data.

To proceed, please attach a copy of your travel document to the complaint while keeping the original.

It is important that complaints include at least the following information:

• User's identification details (name, surname, contact information) and, if applicable, those of the representative, attaching the delegation and a copy of the user's identity document;
• Details of the completed journey (date, departure time, origin, and destination) and the transport contract (reservation code or ticket number);
• A description of the service discrepancy identified in relation to one or more requirements defined by European or national regulations, general transport conditions, or the service charter.

The complaint is considered received:

• For complaints submitted via email or website: the date of receipt of the complaint is the same as the date of submission.
• For complaints sent by registered mail: the complaint is considered transmitted on the date of mailing and received on the delivery date to ALILAURO S.P.A.;
• For hand-delivered complaints at ALILAURO S.P.A. offices: the complaint is considered transmitted and received on the delivery date, which must be indicated on an appropriate receipt.

We reserve the right to inform you whether your complaint has been accepted, rejected, or is still under review within one month of receipt. The time required for a final response does not exceed two months from receipt of the complaint.

In case of no response to the complaint within two months, you can decide to:

• Use alternative dispute resolution procedures;
• Submit a second-level complaint to the Transport Regulation Authority, specifying the relevant methods;

Measure 5 of Resolution No. 83/2019 of the Transport Regulation Authority provides for automatic compensation in the following cases:

• If the response is provided between the sixty-first and ninetieth day from receipt of the complaint, the passenger is entitled to automatic compensation equal to 10% of the ticket price;
• If the response is not provided within ninety days from receipt of the complaint, the passenger is entitled to automatic compensation equal to 20% of the ticket price.

Automatic compensation is not due in cases where:

• The amount is less than 6 euros;
• The complaint is not transmitted by the user with the required methods, minimum elements, and timelines;
• The user has already received automatic compensation for late/non-response regarding a complaint concerning the same journey.

Only after submitting a complaint to Alilauro, if you believe the response received is unsatisfactory, or if 60 days have passed since the complaint was submitted without a response, you may file a second-level complaint with the Transport Regulation Authority (ART) via the Complaint Acquisition System (SiTe), accessible at www.autorita-trasporti.it, or by sending the appropriate "Complaint Form" - available on the same ART website - to Via Nizza 230, 10126 Torino, or by email at pec@pec.autorita-trasporti.it.