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 completed your online booking and have paid for your ticket by credit card or PayPal, you should receive 2 different messages via e-mail:
1) Email with the reservation data summary (Departure Date, Departure Time, Num. passengers, etc.) and with the attached mail-ticket pdf (customer must print and hand over the pdf at the time of boarding at the ticket counter to pick up the boarding passes).
2) Email with summary of payment information (Amount charged to credit card,transaction code,credit card holder, etc.).
Once you had received these 2 mails you can be sure that booking and payment were successful.
I received the e-mails confirming my booking but I can not print out my ticket to present in the ticket office. What can I do to get my boarding pass?
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).
Can I use the printed e-ticket or do I need to get my boarding pass before boarding?
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.
In addition to the booking confirmation e-mail and the pdf mail-ticket, I received an e-mail from Axerve (BANCA SELLA), what is it about?
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
Who can I contact for information on my online booking?
You can send an email to customercare@nlg.it.
Where can I find the Conditions of Carriage for tickets purchased online?
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
To change or cancel a reservation made online, who should I contact?
There is no reservation change, if you purchased on our site you can still send an email to rimborsi@nlg.it. To cancel your booking, you can consult the online ticket transport conditions at the following link:General Conditions of Carriage
Until when can I cancel my reservation?
Up to 48 hours before the departure time; after this deadline, the reservation can no longer be canceled.
Who can I contact to cancel a reservation made at a travel agency?
The cancellation request should be made directly to the issuing agency and not directly to NLG.
Who can I contact to cancel a reservation made on a web portal?
The request should be made directly to the Customer Care of the web portal and not directly to NLG.
PAYMENTS AND REFUNDS
What payment methods do you accept for purchasing tickets online?
Accepted payment methods are:
Is it possible to book tickets online and pay directly at the ticket office?
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.
How can I have a refund for a ticket purchased online?
Refunds for tickets purchased online at the official NLG website are made by reversing the transaction to the credit card used for payment. 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.
Tickets purchased online on portals or from travel agencies are refunded directly from the portal or travel agency where they were purchased.
I am entitled to a refund for a ticket purchased online and I have not collected the boarding passes, how can I request a refund?
The ways to request refund of tickets purchased online on the official NLG website and without collecting boarding passes are as follows:
- 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.
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.
Tickets purchased online on portals or from travel agencies are refunded directly from the portal or agency where they were purchased.
I am entitled to a refund for a ticket purchased online and I have collected the boarding passes, how can I request a refund?
The ways to request refund of tickets purchased online on the official NLG website with pickup of boarding passes at one of the stopover ticket offices are :
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.
Once the original boarding passes are received (or scanned via e-mail) and the necessary checks are made, the refund file will be forwarded to our accounting department, which will refund the tickets. 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.
Tickets purchased online on portals or from travel agencies are refunded directly from the portal or agency where they were purchased.
I have followed the procedure for a refund of a ticket purchased online, but I haven’t received the refund on my credit card yet, what should I do?
If you have received an email informing you that the refund file has been accepted, the file has been forwarded to the accounting office, and it has been more than 4-5 business weeks since you received the email, you may send an email for verification on the status of the refund file to rimborsi@nlg.itindicating the reservation code in the subject of the email.
If you tried to make a reservation and the card used for payment was declined:
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.
Common reasons for card refusal:
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.
Notes: Enable cookies and popups
Once the payment procedure is completed, please DO NOT CLOSE THE BROWSER, but wait for the confirmation page to open.
Can I use my office PC to purchase my online ticket?
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.
I have received an e-mail with the e-ticket attached, but I’m not able to open the attachment. What should I do?
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, boarding with only mail-ticket is not allowed except at ports where boarding check-in is active.
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.
Can I give my ticket purchased online to someone else?
The ticket is personal, non-transferable, and valid only and exclusively for the day and ride indicated. You may change the ticket name by sending an email to customercare@nlg.it upon payment of the change fee (if applicable).
Can I take my pet onboard your company’s ships?
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.
I have lost something on one of your vessels, who can I contact?
If you are still onboard our ship you must report your lost item/s to the Captain or the manager of the Crew. If he has already disembarked, he can send an email to customercare@nlg.it with a description of the lost item, giving the name of the unit on which he was embarked, the date and time of departure, the line and the ticket number.
When is due to pay for luggage? .
A ticket must be purchased for each piece of luggage larger than a "carry-on".
What is meant by hand baggage?
Hand luggage refers to backpacks, trolleys and small bags as for those considered hand luggage by airlines. (maximum size of 50x30x15 cm and maximum weight of 5 kg).
Do I pay for hand luggage?
Carrying one hand luggage is free.
What does extra-large luggage mean?
Extra-large luggage is considered any type of luggage that exceeds the normal size, length or weight (such as diving equipment).
Can I buy a luggage ticket online?
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) Send the boarding passes by registered or regular mail (or by e-mail to the customer service of the portal or agency where the tickets were purchased) 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.
I am entitled to a refund for a ticket purchased online and I have collected the boarding passes, how can I request a refund?
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) Send the boarding passes by registered or regular mail (or by e-mail to the customer service of the portal or agency where the tickets were purchased) to :
Navigazione Libera del Golfo srl
Via G. Melisurgo, 4
80133 – NAPOLI
I qualify for a refund of my ticket purchased in the ticket office, what should I do?
Refunds for tickets purchased at any of our ticket offices can be requested using the following procedure:
