FAQ

GNV undertakes to reimburse all passengers who booked a trip which was to be in the period 11.3.2020 - 30.9.2020 but was then cancelled by the company or renounced by the customer. In both cases, it is possible to apply for a refund by completing the relevant form on the GNV website. You can request for the refund to be issued in the form of a full monetary refund of the unused ticket price or in the form of a refund coupon equal to 120% of the ticket price. Please click here to apply for a refund.

GNV undertakes to reimburse all passengers who booked a trip which was to be in the period 11.3.2020 - 30.9.2020 but which they then renounced for whatever reason. In both cases, it is possible to apply for a refund by completing the relevant form on the GNV website. You can request for the refund to be issued in the form of a full monetary refund of the unused ticket price or in the form of a refund coupon equal to 120% of the ticket price. Please click here to apply for a refund.

The dates refer to the time when the trip was to take place (and therefore the date of departure of the ship).

Yes. GNV undertakes to reimburse all people who renounced a trip which was to be in the period between 11.3.2020 and 30.9.2020, regardless of the reason for cancellation of the trip.

Yes. The refund is comprehensive and covers all costs incurred by the customer, and therefore also ancillary services, car services, pet services, restaurant reservations, port taxes and dues, administrative costs, travel insurance costs, as well as VAT, provided that these costs were in fact paid by the customer at the time of purchase.

Yes, but in this case the amount of the refund depends on the use, either total or partial, of the refund coupon already received. A monetary refund cannot be given if the refund coupon has already been used in full. However if the refund coupon has been used only in part, a monetary refund can be issued for the remaining value of the coupon. A refund coupon that has not been used at all can be converted into a full monetary refund. In this case, the customer may have the refund coupon already in their possession converted into a newly issued refund coupon with a value equal to 120% of the ticket price that can be converted into a monetary refund (100% of the ticket price) from the end of the 12th month.

In this case the monetary refund is applied with reference only to the value of the single cancelled leg, which can be found on the travel ticket.

To apply for a monetary refund, complete the relevant form on the GNV website simply stating your personal data, the travel route and the details of the current account to which the refund is to be made. The refund application can be submitted by 1.7.2022. Payment will be made within 14 days following complete and correct compilation of the online form

Without prejudice to the right to a refund in one of the two forms, the choice of the refund coupon is always possible as an alternative to a refund in monetary form, and is not subject to any additional or different requirements

The refund coupon is issued for an amount equal to 120% of the ticket price. This price includes all additional costs and therefore car services, pet services, restaurant reservations, port taxes and dues, administrative costs, travel insurance costs, as well as VAT, provided that these costs were in fact paid by the customer at the time of purchase. In the event that the cancellation or renunciation of the trip concerns only one leg (outward or return), the refund coupon will be issued in the amount of 120% of the cancelled or renounced leg, as indicated on the travel document

The 120% refund coupon can be used to purchase any transport service, including ancillary services and/or any additional cost items, on any route served by GNV

Yes. The refund coupon can be used only partially. It can also be used to purchase a service whose cost is higher than the value of the refund coupon, without prejudice in this case to the need to pay the remaining part of the price

The refund coupon can be used no later than 18 months from its issue date. It should be specified that it is also valid for trips after 18 months, provided that the booking is made within this deadline

If not used, the 120% refund coupon will be converted into cash, to the extent of 100% of the ticket price, upon expiry of the 18th month from its issue. It can also be converted into cash, again to the extent of 100% of the ticket price, upon the express request of the customer starting from the end of the 12th month after issue. In all these cases, the conversion into monetary form will take place within 14 days. In case of partial use of the refund coupon, the conversion into monetary form of the unused part may be requested (in this case taking as reference 100% of the ticket price)

Yes, and in this case it can be used by the third party under the same conditions for use by the original owner

Yes, as long as the vouchers are different from those that GNV has already issued following the cancellation/renunciation of the trip in question. It is not possible to combine two refund coupons/vouchers issued for the cancellation/renunciation of one and the same trip

The main difference between a refund in monetary form and a refund coupon is that the refund coupon is issued for a value equal to 120% of the ticket price, i.e. with a 20% economic increase of the value of the ticket. The refund coupon constitutes a security for the purchase of additional services offered by GNV, and can also be used partially, until its value is exhausted. If not used, the refund coupon will be converted into cash, to the extent of 100% of the ticket price, upon expiry of the 18th month from its issue. It can also be converted (always to the extent of 100% of the ticket price) at the customer's request starting from the end of the 12th month following its issue. It therefore has an economic value higher than that of the monetary refund and is very flexible in terms of use, and can in any case always be converted into monetary form (to the extent of 100% of the ticket price)

To apply for a 120% refund coupon, complete the relevant form on the GNV website simply stating your personal data and the travel route concerned. The application for a 120% refund coupon can be submitted by 1.7.2022. The refund coupon will be issued within 14 days from the time of complete and correct compilation of the form, and sent to the email address provided by the customer when filling out the form