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FAQ

BOOKING AND BOARDING PASSES

I bought a ticket online but I didn’t receive a confirmation e-mail. What should I do?

To confirm your online ticket purchase you can send an e-mail to our Customer Care.

Once you have made an online booking and after paying by credit card, 3 emails are automatically sent to the email address entered in the booking and on the NLG payment page:

1) Email with the summary of the booking data (Departure date, departure time, number of passengers, etc.).

2) E-mail with the attached mail-ticket pdf (the customer must print and deliver the pdf upon boarding at the ticket office to collect boarding passes).

3) Email with the summary of the payment data (Amount charged to the credit card, transaction code, credit card holder, etc).
The receipt of the 3 emails confirms that the booking and payment have been 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.

In all other cases, you can send an email to Customer Care explaining the problem and indicating the reservation 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 e-mail is sent automatically by Axerve (BANCA SELLA) after making the payment by credit card and contains the information relating to the transaction:
Payment status (Payment made successfully / Payment not made - card expired, insufficient availability, etc.)
Transaction code
Credit Card Holder
Amount charged


You can send an email to customercare@navlib.it.


The Conditions of Transport for tickets purchased online will be present in the pdf mail-ticket that we will send together with the summary of the reservation and in any case downloadable at the following link: General Conditions of Carriage


There is no modification of the reservation, however, you can send an email to rimborsi@navlib.it. To cancel your booking, you can consult the online ticket transport conditions at the following link:General Conditions of Carriage


Up to 48 hours before the departure time; after this deadline, the reservation can no longer be canceled.


The cancellation request must be made directly to the issuing agency.


The request must be made directly to the Customer Care of the web portal.


PAYMENTS AND REFUNDS

What payment methods do you accept for purchasing tickets online?

Accepted payment methods are:

a) Credit Card (Visa, MasterCard)
b) 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:

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.
b) The e-mail must be sent from the same email address that was used when the ticket was purchased.
c) The message must clearly indicate the reason why the refund is requested.
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
80133 – NAPOLI
1) Please include a letter referencing your booking or 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.

2) The refund request must be sent by the holder of the credit card that was used to purchase the ticket.
3) The reason for the request must be indicated in the text of the request.
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 PDF of the e-ticket 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.itindicating the reservation code in the subject of the email.


Following the introduction of new security standards for online payments, the problem may be due to the presence in the history of information that interferes with the successful completion of the payment procedure.
We therefore suggest you try to change the browser used (e.g. from Chrome to Firefox, etc ...) and / or to clean the cache by pressing Ctrl + F5 once you are inside the browser.
However, we specify that NLG is in no way responsible for the successful completion of the payment procedure.
Only your bank or the institution that issued your card can tell you why the payment was unsuccessful.


Your card may have been declined for one of the following reasons:
An error in the card number. Try entering your card number again.
The credit card has expired. If your card has not expired, check that you have entered the correct expiration date.
An error in the security code (CVC). Double check the number and type it again.
If you've checked these but still can't use your card, contact your card issuer.


Technical problems

What do I need to be able to purchase a ticket online?

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.

Note: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.


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

How long before the departure time do I have to be ready for boarding?

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 can not 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.
In fact, access on board is not allowed with just the mail-ticket.
After the deadline for presentation at check-in, the reservation expires, and the passenger will be placed on the waiting list.
You will be able to embark only in the presence of free seats on board.


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. No animals may be brought into the halls and spaces intended for passengers, with the exception of guide dogs for the blind. Dogs must wear a muzzle and must be kept on leash. Cats or other pets must be transported in cages or baskets by their owners. The care of the pets during transport is the exclusive responsibility of the owner. For animals traveling with passengers, the following documentation is required: a valid health or veterinary certificate stating that the animal is not affected by diseases and, in particular for dogs, that it has been subjected to anti-rabies vaccination.
This documentation may be requested at the time of issuing the relevant ticket or by the on-board staff upon boarding.


If you are still onboard 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 lugggage exceeds normal “hand luggage” size.


Hand luggage refers to backpacks, trolleys and small bags as for those considered hand luggage by airlines. (maximum dimensions of 50x30x15 cm and a maximum weight of 5.00 kg).


Carrying one hand luggage is free.


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

Can I cancel a booking made on an unofficial web portal or in a Travel Agency?

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 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
a penalty of 30% and the booking fee not refunded.

IF BOARDING PASS HAS BEEN ISSUED
AT DEPARTURE PORT TICKET OFFICE
1) E-mail to request refund must be sent to 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 on the seller’s website or by calling them directly
a penalty of 30% and the booking fee not refunded.


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 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 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


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 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 reason for the request must be indicated in the text of the request.
4) The refunded amount will be paid by bank transfer, so please include in the letter, your:
a) IBAN C/C account number
b) Account holder Name
c) Bank Name
Once the original ticket/s and the above mentioned 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 Regulationpublished on our website and shown in our tickets offices.