FAQs Schedule Changes and Cancellations
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How can I make a claim?
To present a claim related to problems, delays, or trip cancellation, or a request for compensation, fill out the form on the Contacts page.
Otherwise, you can write to Grandi Navi Veloci S.p.A., Customer Care, via Balleydier, 7 - 16149 Genoa (Italy) or send a fax to +39 0105509302.
The person making the request must be one of the passengers.
The requester must provide their name and contact data, ticket number, and details regarding the travel involved.
Requests for compensation may only be related to the individuals indicated in the booking itself.
The request must be sent within two months of the data in which service was provided or should have been provided.
If the ship is late, can I request a refund?
The passenger must fill out the form on the Contacts page or contact our Customer Care office by sending a fax (+39 0105509302) within 2 months of the travel date to obtain a reimbursement in the form of a voucher whose value is determined by the number of hours travel was delayed, according to the following breakdown:
25% reimbursement for delays of
- 2 hours delay for travel with a duration from 4 to 8 hours
- 3 hours delay for travel with a duration between 8 and 24 hours
- 6 hours delay for travel with a duration of over 24 hours
50% reimbursement if the delay exceeds double the time indicated above.
What procedure should I follow in the event of an operational change or delay?
In the event of route cancellation or operational changes, regulation EU 1177/2010 applies.
In the event of a departure delay of more than ninety minutes or travel cancellation, passengers are offered rerouting on another available departure or cancellation with a full reimbursement.
What is derouting?
If it is impossible to embark or disembark at the originally established port or due to adverse weather/sea conditions that could compromise the safety of the passengers, there may be a change in itinerary or embarkation or debarkation port following the Captain’s unchallengeable decision.
The Company shall communicate the operational change and the passenger may then choose a full reimbursement or rerouting for a subsequent available route.
Passengers must provide a mobile phone number where they are always available to be notified in the event of a change.