FAQ

RESERVATIONS AND BOARDING PASS

To check your online ticket purchase you can send email to our Customer Care.

Once you have completed your online booking and have paid for your ticket by credit card or PayPal, you should receive 3 different messages via e-mail:

1) A e-mail confirming all data related to your booking (Departure time and date, number of passengers, etc)

2) Your PDF e-ticket (Each customer must go to the ticket office and present their e-ticket (either in digital form or printed), in order to receive their boarding pass, which they need to board the vessel before departure)

3) Confirmation of payment (This e-mail will include the amount debited on your card, transaction code, name of card holder, etc).

Please make sure that you check your spam if you can’t find these e-mails in your inbox.

Once you had received these 3 mails you can be sure that booking and payment were successful.

If you have a tablet or Smartphone connected to the internet, you can show the e-ticket directly from your device to the ticket office operator in order to receive your boarding pass. Another option is to send an email to customercare@navlib.it indicating your booking number. Our Customer Care will send the e-ticket directly to the relevant ticket office. When at the ticket office, you will only need to show your booking number and name of passenger/s to receive the boarding pass/es (Warning: the ticket office operator might request ID for the passenger).

The e-ticket that you received by email (which includes the terms and conditions of our transport regulations) is not a valid ticket. To complete the check-in and receive the boarding pass you have to go to one of our ticket offices dedicated exclusively to online tickets at the port of departure.

This is an automatically generated e-mail from BANCA SELLA which shows all payment details for payments made by credit card:
Payment status (payment successful, declined payment, card expired, insufficient funds, and so on)
Transaction code
Card Holder name
Debited amount

You can email your enquiry to customercare@navlib.it.

We do not allow changes to online bookings. For more information you can email your request to customercare@navlib.it. To cancel your booking, please refer to Condition of Transport related to online tickets at the link: TermsConditions.

 

We do not allow changing for on-line booking eventually you can email your request to customercare@navlib.it. For cancellation of your booking please refer to Condition of Transport related to on-line tickets at the link: TermsConditions

Cancellation is allowed up to 48hrs before the departure time; no cancellation can be accepted within 48hrs of departure.

The cancellation request must be submitted directly to the Travelling Agency which issued the booking.

Your request must be submitted directly to the Web Portal’s customer care service.

PAYMENTS & REFUNDS

Accepted payment methods are:

  1.  Credit Card (Visa, MasterCard)
  2.  UP MOBILE for Banca Sella

 

No, you cannot make on-line reservations without buying a ticket. The payment methods that are accepted are indicated in the answer to the question above.

Refunds for tickets purchased online are done by bank transfer and refunded directly to the holder of the credit card/bank account that was used to purchase tickets. To check if you qualify for a refund please consult Art.4 of the On-Line Tickets Regulation at our website: TRAVELLING REGULATION AND CONDITIONS, which can also be found on your e-ticket (PDF) received by email.

If you haven’t collected your boarding pass, the refund request procedure is as follows:

  1. a) Send an e-mail with your refund request to rimborsi@navlib.it ensuring you include the booking code or the ticket code.

The ticket code is indicated on the top right of e-ticket (PDF), just below the barcode.

The booking code is indicated on the email received for confirmation of the booking.

  1. b) The e-mail must be sent from the same email address that was used when the ticket was purchased.
  2. c) The message must clearly indicate the reason why the refund is requested.
  3. d) The refund will be deposited directly on to the credit card that was used to buy the ticket/s.

Once all of the above information is received and checked, the refund procedure will start, and the accounting department will arrange the payment. The amount refunded could be reduced by penalties as indicated in the section On-Line Tickets Regulation published on our website and attached to the PDF of the e-ticket received via email.

The refund for tickets purchased online after collecting your boarding pass at any of our ticket offices can be requested via the following procedure:

1)      Boarding pass must be posted (by secured or regular post) to:

Navigazione Libera del Golfo srl

Via Melisurgo 4

80013, Napoli

2)      Please include a letter referencing your booking or ticket code.

The ticket code is indicated on the e-ticket (PDF) in the top right, under the bar code

The booking code is indicated in the e-mail confirming the booking

3)      The refund request must be sent by the holder of the credit card that was used to purchase the ticket.

4)      The refund will be deposited directly on to the credit card that was used to buy the ticket/s.

Once the original boarding pass and information indicated above is received, and after our procedural checks, the Company will authorize its account department to refund the payment. The amount refunded could be reduced by penalties as indicated in the section On-Line Tickets Regulation published on our website and attached to the e-ticket (PDF) received via email.

If you have received an e-mail confirming that we have received your refund application, this is confirmation that the request has been transferred to the accounting office. If more than 5 working days have passed since the receipt of that e-mail, you can enquire about the status of  your refund by e-mail at contabilita@navlib.it, using your booking code as a reference.

TECHNICAL PROBLEMS

You can buy your ticket on-line through any kind of PC, laptop, tablet or smartphone (which is using Android or Apple IOS) using the relative browser. Pop-ups and cookies must be enabled.

Once the payment procedure is completed, please DO NOT CLOSE THE BROWSER, but wait for the confirmation page to open.

Should you experience any problems with your browser please contact us at: customercare@navlib.it

Yes, you can use the relative browser.

Please note that if you are using a network firewall or hardware (like a router), we recommend you to check with the network administrator if you can access websites with HTTPS protocol.

To open and view the e-ticket PDF, the PC must have Adobe Acrobat Reader 6 (or higher) installed. For tablets and smartphones it must have Adobe Acrobat Reader, or any other software that allows you to open PDF files.

BOARDING/TRAVEL INFO

As indicated in Article 3 of our Ticket On-Line Regulation you must go to our ticket office at the port of departure at least 20 minutes before the scheduled departure time in order to complete the check-in procedure and receive your boarding pass. You cannot board with your printed e-ticket. If you fail to arrive at the ticket office 20 minutes before the departure time, your booking will not be prioritised, and you will be put on a waiting list. You will only be allowed on board if there are any seats available.

The ticket is strictly personal and cannot be given to other passengers. Tickets bought online can only be used for the time and date that is indicated on it. You are able to change the Name of the passenger by sending an email with the request at customercare@navlib.it and paying the penalty fee for changing personal details (if applicable).

Unless prescribed otherwise by law, you can bring dogs, cats and small pets onboard after paying the applied fare. Pets are not allowed in the passenger areas, except for guide dogs accompanying a blind person.
Dogs must wear a muzzle and must be kept on leash. Cats and other pets must be in cages or baskets under owner supervision. The care of the pets during transport is the exclusive responsibility of the owner. The following documentation for animals travelling with a passenger is required: Vet and Health Service valid certificate stating that animal is not affected by any disease. Dogs must have an anti-rabies vaccination certificate. All these documents will need to be shown at the ticket office or before boarding.

If you are still onboard of our ship you must report your lost item/s to the Captain or the manager of the Crew. If you have left the ship, you can send an e-mail to customercare@navlib.it,describing your lost item and indicating the name of ship and line, the departure time and date of your trip, together with your ticket number.

You have to pay if your luggage size exceeds the standard hand luggage size.

Hand luggage is a rucksack, small trolley or small sized bag similar to what is considered hand luggage for airlines (max dimensions of: 50cmx30cmx15cm and not exceeding the maximum weight of 5 Kg.).

Hand luggage is free of charge.

Extra-large luggage is considered any type of luggage that exceeds the normal size, length or weight (such as diving equipment).

Yes. Follow the instructions in the section named “accessories”.

Refunds

Yes, you can. You must send an e-mail to the customer support of the web portal through which you made the booking. A refund for a ticket purchased online after collecting the boarding pass at any of our ticket offices can be requested using the following procedure:

HOW TO CLAIM A REFUND FOR TICKETS PURCHASED THROUGH OTHER PORTALS, WEBSITES OR TRAVEL AGENCIES

IF BOARDING PASS HAS NOT BEEN ISSUED

1)      E-mail to request refund must be sent to the Portal/Website/Travel Agency through which the ticket was purchased, and the booking or ticket code must be clearly indicated

2)     The reason for requesting a refund must be clearly stated in the e-mail

Penalty and refund policy details will be available on the seller’s website or by calling them directly.

IF BOARDING PASS HAS BEEN ISSUED AT DEPARTURE PORT TICKET OFFICE

1)      E-mail to request refund must be sent to the Portal/Website/Travel Agency through which the ticket was purchased, and the booking or ticket code must be clearly indicated

2)      The reason for requesting a refund must be clearly stated in the e-mail

3)      Boarding pass must be sent in full (intact) by post (secured or ordinary mail) to:

Navigazione Libera del Golfo srl

Via G. Melisurgo 4

80133-Napoli

Penalty and refund policy details will be available at the seller’s website or by calling them directly.

HOW TO CLAIM BACK TICKETS PURCHASED THROUGH OTHER PORTALS, WEBSITES OR TRAVEL AGENCIES

IF BOARDING PASSHAS NOT BEEN ISSUED

1)      E-mail to request refund must be sent to the Portal/Website/Travel Agency through which the ticket was purchased, and the booking or ticket code must be clearly indicated

2)      The reason for requesting a refund must be clearly stated in the e-mail

IF BOARDING PASS HAS BEEN ISSUED AT DEPARTURE PORT TICKET OFFICE

1)      E-mail to request refund must be sent to the Portal/Website/Travel Agency through which the ticket was purchased, and the booking or ticket code must be clearly indicated

2)      The reason for requesting a refund must be clearly stated in the e-mail

3)      Boarding card must be sent in full (intact) by post (secured or ordinary mail) to:

Navigazione Libera del Golfo srl

Via G. Melisurgo 4

80133-Napoli

Refunds for tickets purchased at any of our ticket offices can be requested using the following procedure:

1)      Tickets must be posted (by secured or regular post) to:

Navigazione Libera del Golfo srl

Via G. Melisurgo 4

80133, Napoli

2)      Include a letter clearly stating the booking or ticket number *The booking code is indicated on the bottom left on the ticket.

3)      The refunded amount will be paid by bank transfer, so please include in the letter, your:

IBAN C/C account number

Account holder Name

Bank Name

Once the original ticket/s and the abovementioned information have been received, and after our internal checks, we will authorize our accounting department to proceed with the payment of the refund. The refunded amount could be reduced by penalties according to Transportation Regulation published on our website and shown in our tickets offices.