Claims - Customer Care GNV

Day by day we are committed to ensuring you a travel experience as enjoyable as possible.

If, however, you are not completely satisfied, please send us your claims.

You can file your claim with GNV (delayed or cancelled trips, difficulties in the port, onboard discomforts, etc.) within 60 days of your travel. Please, complete the online form or you can contact our Customer Care

Our postal address is

GRANDI NAVI VELOCI SPA CUSTOMER CARE
Via Balleydier 7
16149 Genova

Download the format

Complete the following form

For information concerning the rights of passengers when travelling by sea and inland waterway recognised by the Regulation (EU) n. 1177/2010, please consult the website of the Italian Transport Regulation Authority at: https://www.autorita-trasporti.it/trasporto-via-maree-per-vie-navigabili-interne/

Exclusively in the event of complaints receiving no response after 60 days, on the condition that the complaint has been made in a complete manner and following the aforementioned procedures, may the passenger: 
Make use of the Alternative Dispute Resolution (ADR) procedure by starting conciliation proceedings with the Chamber of Commerce for the place of residence and/or domicile of the passenger; 
Lodge a second instance complaint with the Italian Transport Regulation Authority by writing to pec@pec.autorita-trasporti.it , or art@autorita-trasporti.it.

In caso di ritardo nella risposta al reclamo da parte del Vettore, il passeggero avrà diritto ad un indennizzo automatico come previsto dalla misura n. 5 della delibera dell’Autorità di Regolazione dei Trasporti n. 83/2019 reperibile al seguente link: https://www.autorita-trasporti.it/wp-content/uploads/2019/07/All.-A-delibera-n.-83_2019.pdf