{"id":982,"date":"2022-02-28T08:40:08","date_gmt":"2022-02-28T07:40:08","guid":{"rendered":"https:\/\/www.nlg.it\/faq\/"},"modified":"2026-04-23T11:01:30","modified_gmt":"2026-04-23T09:01:30","slug":"faq","status":"publish","type":"page","link":"https:\/\/www.nlg.it\/en\/faq\/","title":{"rendered":"FAQ"},"content":{"rendered":"","protected":false},"excerpt":{"rendered":"","protected":false},"author":22,"featured_media":0,"parent":0,"menu_order":25,"comment_status":"closed","ping_status":"closed","template":"templates\/page-faq.php","meta":{"inline_featured_image":false,"footnotes":""},"class_list":["post-982","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>FAQ - NLG<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.nlg.it\/en\/faq\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"FAQ - 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What can I do? ","desc":"To check the outcome of your reservation, you can send an email to our Customer Care.\n\nOnce a reservation is made online and after making a credit card payment, 2 emails are automatically sent to the email address entered in the reservation and on the payment page NLG 2 emails :\n\n1) 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).\n\n2) Email with summary of payment information (Amount charged to credit card,transaction code,credit card holder, etc.).\nReceipt of the 2 emails confirm that the reservation and payment were successful.","_state":"expanded"},{"title":"I made a reservation and payment online, but I do not have the option to print the mail-ticket pdf I received via email to hand in at the ticket office to pick up boarding passes. How can I go about collecting the boarding passes anyway? ","desc":"If you have a Tablet or Smartphone with internet connection you can go to the ticket office and pick up your boarding passes by simply having one of our operators display the mail-ticket pdf.\n\nOnly in the ports of POSITANO AMALFI SORRENTO CAPRI AND NAPLES, check-in can be done directly at embarkation .\n\nAnother option is to send an email to Customer Care indicating your booking number. Our Customer Care will arrange for the mail-ticket pdf to be sent directly to the ticket office.\n\nTo pick up your boarding passes, all you need to do is give your reservation number and the name of the reservation holder (Beware, the ticketing operator may need to verify the reservation holder's information).","_state":"expanded"},{"title":"Does the mail-ticket pdf that I received via email constitute my ticket or do I have to pick up my boarding passes at the ticket counter before boarding?  ","desc":"The pdf mail-ticket of the on-line reservation you received by e-mail (including the Conditions of Carriage) does not constitute your actual ticket. You will need to report to one of the dedicated online ticket counters for check-in and to pick up your boarding passes. \n\nOnly in the ports of POSITANO AMALFI SORRENTO CAPRI AND NAPLES, check-in can be done directly at embarkation .","_state":"expanded"},{"title":"In addition to the booking confirmation email and the mail-ticket pdf I received an email from Axerve (BANCA SELLA), what is this about?","desc":"This e-mail is sent automatically by Axerve (BANCA SELLA) after making a Credit Card payment and contains information about the transaction :\nPayment status (Payment made successfully\/Payment not made - card expired, insufficient availability, etc.)\nTransaction code\nCredit Card holder\nAmount charged","_state":"expanded"},{"title":"Who can I turn to for information about my online reservation?","desc":"You can send an email to <a href=\"mailto:customercare@nlg.it\">customercare@nlg.it.<\/a>","_state":"expanded"},{"title":"Where do I find the Conditions of Carriage for tickets purchased online ? .","desc":"The Conditions of Transportation for tickets purchased online will be in the pdf mail-ticket that we will send along with the booking summary and still downloadable at the following link : <a class=\"various iframe\" href=\"https:\/\/www.nlg.it\/regolamento-biglietteria-online\/\" target=\"_blank\" rel=\"noopener\">General Conditions of Carriage<\/a>","_state":"expanded"},{"title":"  To change or cancel a reservation made online, how can I proceed ?  ","desc":"Online booking change is possible up to 2 hours before the departure time at the following link : <a href=\"https:\/\/www.nlg.it\/modifica-prenotazione\/\">https:\/\/www.nlg.it\/modifica-prenotazione\/,<\/a> if you purchased on a web portal you can still send an email request to the web support of the portal where you purchased the tickets. It is also possible, to change the departure date or time at the departure stopover ticket office up to the purchased departure time. Tour departure date change is only possible by using the online link on our website.\nFor the 'cancellation of the reservation you can consult the conditions of carriage tickets online at the following link : <a class=\"various iframe\" href=\"https:\/\/www.nlg.it\/regolamento-biglietteria-online\/\" target=\"_blank\" rel=\"noopener\">General Conditions of Carriage<\/a>.  ","_state":"expanded"},{"title":"Until when can I cancel my reservation?","desc":"Up to 48 hours before the departure time; after this deadline, the reservation can no longer be canceled.\n\nFor 'cancellation of the reservation you can see the conditions of carriage tickets online at the following link : <a class=\"various iframe\" href=\"https:\/\/www.nlg.it\/regolamento-biglietteria-online\/\" target=\"_blank\" rel=\"noopener\">General Conditions of Carriage<\/a>.","_state":"expanded"},{"title":"Who can I contact to cancel a reservation made at a travel agency\/web portal ?","desc":"The request for cancellation must necessarily be addressed to the issuing agency\/web portal.","_state":"expanded"}],"_state":"expanded"},{"group_title":"PAYMENTS AND REFUNDS","faq":[{"title":"What payment methods do you accept when purchasing tickets online?","desc":"Accepted payment methods are :\n<div>(a) Credit\/debit card (Visa, MasterCard,American Express).<\/div>\n<div><\/div>\n<div>b) UP MOBILE of Banca Sella<\/div>","_state":"expanded"},{"title":"You can book tickets online and make payment directly at the ticket office ? .","desc":"No, for online tickets, it is not possible to book only without payment. Payment methods are described in Step 1. ","_state":"expanded"},{"title":"How can I get a refund for a ticket purchased online ?","desc":"Refunds for tickets purchased online at the official NLG website are made by reversing the transaction to the credit card used for payment at the following <a href=\"https:\/\/www.nlg.it\/modifica-prenotazione\/\">link<\/a>. 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.\n<strong>Tickets purchased online on portals or from travel agencies are refunded directly from the portal or travel agency where they were purchased.<\/strong>","_state":"expanded"},{"title":"I am entitled to a refund for a ticket purchased online and did not pick up my boarding passes, how can I request a refund ?  \n","desc":"Refunds for tickets purchased online at the official NLG website are made by reversing the transaction to the credit card used for payment at the following <a href=\"https:\/\/www.nlg.it\/modifica-prenotazione\/\">link<\/a>","_state":"expanded"},{"title":"I am entitled to a refund for a ticket purchased online and have withdrawn my boarding passes, how can I request a refund ?\n","desc":"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 :\n<div>1) Send unused boarding passes by registered or regular mail to* :<\/div>\n<div>Gulf Free Navigation Ltd.<\/div>\n<div>Melisurgo Street ,4<\/div>\n<div>80133 - NAPLES.<\/div>\n<div><\/div>\n<div>alternatively send a scan of them to the following email <a href=\"mailto:rimborsi@nlg.it\">rimborsi@nlg.it<\/a><\/div>\n<div><\/div>\n<div>1) Enter the reservation code or ticket code in the subject line of the request.<\/div>\nThe ticket code can be found on the pdf mail ticket in the upper right corner under the bar code.\n\nThe reservation code can be found in the email you received confirming your reservation.\n<div>2) The refund request must be sent by the holder of the credit card used at the ticket purchase stage.<\/div>\n<div>3) The text of the request should state the reason for the request.<\/div>\n<div>4) Refunds will be made by transferring the amount due to the credit card used to purchase the tickets.<\/div>\n<div><\/div>\n<div>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.<\/div>\n<div>Tickets purchased online on portals or from travel agencies are refunded directly from the portal or agency where they were purchased.<\/div>\n<div>* alternatively you can send an e-mail to <a href=\"mailto:rimborsi@nlg.it\">rimborsi@nlg.it<\/a> with attached scan (or photo) of unused boarding passes indicating in the subject line the booking code and in the body of the e-mail the reason for the request.<\/div>","_state":"expanded"},{"title":"I have correctly followed the procedures for requesting a refund for tickets purchased online, but I still have not received the ticket refund amount on my credit card.  ","desc":"If you emailed the request at <a href=\"mailto:rimborsi@nlg.it\">rimborsi@nlg.it<\/a> it could take up to 5 weeks to receive the amount.\n\nIf you received the automatic email accepting the case and the above time limit has passed, we encourage you to resend the email\n\nIf you requested a refund using the appropriate form<a href=\"https:\/\/www.nlg.it\/modifica-prenotazione\/\"> https:\/\/www.nlg.it\/modifica-prenotazione\/<\/a> it could take up to two weeks.","_state":"expanded"},{"title":"If you tried to make a reservation and the card used for payment was declined :","desc":"Following the introduction of new security standards for online payments, the problem may be due to the presence of information in the history that interferes with the successful completion of the payment process.\nWe then suggest that you try changing the browser you are using (e.g., from Chrome to Firefox, etc...) and\/or perform a cache cleanup by pressing Ctrl + F5 once you are within the browser.\nHowever, we specify that NLG is in no way responsible for the successful completion of the payment process.\nOnly your bank or the institution that issued your card can tell you why the payment failed.","_state":"expanded"},{"title":"Common reasons for card rejection:","desc":"Your card may have been declined for one of the following reasons:\nAn error in the card number. Try entering the card number again.\nYour card has expired. If your card has not expired, check that you have entered the correct expiration date.\nAn error in the security code (CVC). Double-check the number and type it in again.\nIf you have checked these things but still cannot use your card, contact the card issuer.   ","_state":"expanded"},{"title":"I purchased a ticket on www.nlg.it I received confirmation of payment but did not receive the email with the tickets","desc":"<ol>\n \t<li>Check that you have typed the email correctly when you are redirected after purchase to the confirmation page<\/li>\n \t<li>Check Spam<\/li>\n \t<li>contact <a href=\"mailto:customercare@nlg.it\">customer care<\/a> by attaching the payment receipt containing the alphanumeric transaction code of the type Cxxxxxxxxxxxxx<\/li>\n<\/ol>","_state":"expanded"}],"_state":"expanded"},{"group_title":"Technical issues","faq":[{"title":"What are the technical requirements for purchasing tickets online ?","desc":"Currently you can purchase tickets online from any pc or laptop and from Tablet or Smartphone with Android or Apple IOS operating system using your web browser.\n\nNotes: Enable cookies and popups\n\nOnce the payment procedure is completed, please DO NOT CLOSE THE BROWSER, but wait for the confirmation page to open.\n\nNB. We recommend for an optimal shopping experience to use Chrome","_state":"expanded"},{"title":"Is it possible to purchase a ticket online from my office PC?","desc":"Certainly, using one of the compatible browsers.\n\nNotes : ( If you have a firewall or network hardware, such as a router, check with your network administrator to see if you can gain access to sites that use the HTTPS protocol).","_state":"expanded"},{"title":"I received the email with attached mail-ticket pdf, but I can't view\/open the contents of the pdf ?","desc":"<div class=\"col-12 col-md-8\">\n<div class=\"py-4\">\n<div id=\"accordion\" class=\"accordion\">\n<div class=\"card\">\n<div id=\"collapse3\" class=\"collapse show\" data-parent=\"#accordion\">\n<div class=\"card-body\">\n\nTo properly view the contents of the mail-ticket pdf or to open a pdf file, you must have Adobe Acrobat Reader 6 or higher installed on your pc or other software (PC,TABLET,SMARTPHONE) capable of viewing pdf files.\n\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<div class=\"col-12 col-md-4\">\n<div id=\"search-3\" class=\"widget-box widget_search\"><\/div>\n<\/div>","_state":"expanded"}],"_state":"expanded"},{"group_title":"Boarding trip","faq":[{"title":"How far in advance do I have to report for boarding ?","desc":"As stipulated in Article 3 of the <a href=\"https:\/\/www.nlg.it\/regolamento-biglietteria-online\/\" target=\"_blank\" rel=\"noopener\">ON-LINE TICKET RULES<\/a>, you must compulsorily report to the Social Ticketing Office at the port of embarkation at least 20 minutes before the scheduled departure to check in and obtain the Boarding-Pass required for embarkation.\nIn fact, you are not allowed to board with only mail-tickets except at ports where boarding check-in is active.\n\nYou can check if your port is enabled directly on the NLG pdf or by sending an email to customercare@nlg.it\n\nAfter the check-in deadline has passed, the reservation lapses, and the passenger will be placed on a waiting list.\nYou may board only if there are vacant seats on board.","_state":"expanded"},{"title":"Can I surrender my ticket purchased online ?  ","desc":"The ticket is not personal as it is not named, to check in it is sufficient to be in possession of the Qr-code or booking code ( the booking code consists of 10 numbers only). The name and phone number given at the time of purchase will be used only in case of urgent communications ","_state":"expanded"},{"title":"Is it possible to transport a pet on one of your units ?  ","desc":"Pets are welcome aboard our hydrofoils.\n\nAccess to indoor premises is allowed provided dogs are kept on a leash and wear a muzzle while cats and small animals must travel in a suitable carrier .\n\nThe following documentation is required for animals traveling with passengers:\n\nValid health or veterinary certificate stating that the animal is free of disease and, particularly for dogs, that it has undergone rabies vaccination. Said documentation may be requested at the time of issuance of the relevant ticket or by the cabin crew upon boarding. \n\nIt is understood that the owner remains solely responsible for the behavior of his or her animal, and in case of need the crew reserves the right to take appropriate measures.\n\nSaid documentation may be requested at the time of issuance of the relevant ticket or by shipboard personnel upon boarding.","_state":"expanded"},{"title":"I have lost a personal item within one of your units, who should I contact ?  \n","desc":"If he is still inside our unit, he should contact the Master of the Ship as soon as possible. If he\/she has already disembarked, he\/she can send an email to <a href=\"mailto:customercare@nlg.it\">customercare@nlg.it<\/a> with a description of the lost item, giving the name of the unit on which he\/she was embarked, the date and time of departure, the line and the ticket number. ","_state":"expanded"},{"title":"When is payment for baggage expected?  \n","desc":"A ticket must be purchased at the same time as the online ticket or on the day of departure at the ticket counter for any baggage larger than a \"carry-on\" (50x30x15). You may board the baggage by showing the appropriate tax receipt to the cabin crew who will retain the non-tax portion of the ticket. ","_state":"expanded"},{"title":"What is meant by carry-on baggage?","desc":"Hand luggage means backpacks, trolleys and small bags as per those considered carry-on luggage by airlines. (maximum dimensions of 50x30x15 cm ). ","_state":"expanded"},{"title":"Is there a charge for carry-on baggage?","desc":"Carriage of one carry-on bag is free of charge.","_state":"expanded"},{"title":"What does extra large luggage mean?","desc":"Luggage of particular length , size, or weight is considered extra large","_state":"expanded"},{"title":"Can I purchase luggage online?\n","desc":"Yes. Following the directions in accessories. ","_state":"expanded"}],"_state":"expanded"},{"group_title":"PURCHASE TICKETS ON THE WEB OR TICKET OFFICE","faq":[{"title":"Can I cancel the reservation made on an unofficial web portal or at a travel agency ?  ","desc":"Yes it is possible according to the terms accepted during the purchase process with the portal\/agency,\n\nyou can check the terms of reimbursement with the portal\/agency used for\n\nthe purchase.\n\nNLG will reimburse the portal\/agency according to the signed agreements, the portal\/agency will reimburse its end customer.\n\nAttention penalties other than those published on the NLG website could be applied by the portal\/agency.","_state":"expanded"},{"title":"I am entitled to a refund for a ticket purchased at the ticket office, how can I request a refund ?","desc":"Ticket refund request methods purchased directly at the ticket office are :\n<ol>\n \t<li>Directly at the ticket office (while cash is available).<\/li>\n \t<li>By sending tickets by registered or regular mail to\nNavigazione Libera del Golfo srl\nVia Melisurgo , 4\n80133 - NAPLES<\/li>\n \t<li>  by sending a scan of the boarding passes(no GESCAB) to the following email <a href=\"mailto:rimborsi@nlg.it\">rimborsi@nlg.it<\/a><\/li>\n<\/ol>\n<div>\n<div>(a) Enter the reservation code or ticket number in the subject line of the request.<\/div>\n<div>- The reservation code can be found on the ticket in the lower left corner.<\/div>\n<div>(b) The text of the request should state the reason for the request.<\/div>\n<div>(c) Reimbursement will be made by bank transfer, the text of the request should also indicate :<\/div>\n<div>IBAN Current Account<\/div>\n<div>Current Account Holder<\/div>\n<div>Bank Name<\/div>\n<div>Swift code<\/div>\n<\/div>\n<div><\/div>\n<div><small>Once the original tickets have been received and the necessary checks have been made, the refund file will be forwarded to our accounting department which will refund the tickets. Penalties may be applied to the refunded amount as described in the   <\/small><a href=\"https:\/\/www.nlg.it\/condizioni-generali-di-trasporto\/\" target=\"_blank\" rel=\"noopener\"><small>TRANSPORTATION REGULATIONS <\/small><\/a><small>found on our website and on the mail-ticket pdf received by email.<\/small><\/div>","_state":"expanded"}],"_state":"expanded"}],"pr_group":[],"hero_title":"","hero_desc":"","highlight_info":"","show_breaking_news":"","breaking_news_title":"","news_posts":[],"show_destinations":"","destinations_title":"","destinations_cta_label":"","destinations_archive_page":"","show_news":"","news_title":"","news_featured":[],"news_cta_label":"","news_archive_page":"","show_socials":"","social_section_title":"","social_embeds":[],"header_style":"normal","ad_image":{"width":150,"height":150,"file":"2022\/02\/adv-scaled.jpg","filesize":105634,"sizes":{"medium":{"file":"adv-300x34.jpg","width":300,"height":34,"mime-type":"image\/jpeg","filesize":5540,"url":"https:\/\/www.nlg.it\/wp-content\/uploads\/2022\/02\/adv-300x34.jpg"},"large":{"file":"adv-1024x117.jpg","width":1024,"height":117,"mime-type":"image\/jpeg","filesize":29533,"url":"https:\/\/www.nlg.it\/wp-content\/uploads\/2022\/02\/adv-1024x117.jpg"},"thumbnail":{"file":"adv-150x150.jpg","width":150,"height":150,"mime-type":"image\/jpeg","filesize":8944,"url":"https:\/\/www.nlg.it\/wp-content\/uploads\/2022\/02\/adv-150x150.jpg"},"medium_large":{"file":"adv-768x88.jpg","width":768,"height":88,"mime-type":"image\/jpeg","filesize":19690,"url":"https:\/\/www.nlg.it\/wp-content\/uploads\/2022\/02\/adv-768x88.jpg"},"1536x1536":{"file":"adv-1536x176.jpg","width":1536,"height":176,"mime-type":"image\/jpeg","filesize":52512,"url":"https:\/\/www.nlg.it\/wp-content\/uploads\/2022\/02\/adv-1536x176.jpg"},"2048x2048":{"file":"adv-2048x234.jpg","width":2048,"height":234,"mime-type":"image\/jpeg","filesize":78831,"url":"https:\/\/www.nlg.it\/wp-content\/uploads\/2022\/02\/adv-2048x234.jpg"},"square":{"file":"adv-430x430.jpg","width":430,"height":430,"mime-type":"image\/jpeg","filesize":30355,"url":"https:\/\/www.nlg.it\/wp-content\/uploads\/2022\/02\/adv-430x430.jpg"},"vertical-thumb":{"file":"adv-430x458.jpg","width":430,"height":458,"mime-type":"image\/jpeg","filesize":31462,"url":"https:\/\/www.nlg.it\/wp-content\/uploads\/2022\/02\/adv-430x458.jpg"},"news-thumb":{"file":"adv-290x190.jpg","width":290,"height":190,"mime-type":"image\/jpeg","filesize":16907,"url":"https:\/\/www.nlg.it\/wp-content\/uploads\/2022\/02\/adv-290x190.jpg"}},"image_meta":{"aperture":"0","credit":"","camera":"","caption":"","created_timestamp":"0","copyright":"","focal_length":"0","iso":"0","shutter_speed":"0","title":"","orientation":"0","keywords":[]},"original_image":"adv.jpg","ID":"58","name":"adv-scaled.jpg","path":"\/var\/www\/clients\/client0\/web66\/web\/wp-content\/uploads\/2022\/02\/adv-scaled.jpg","url":"https:\/\/www.nlg.it\/wp-content\/uploads\/2022\/02\/adv-150x150.jpg","full_url":"https:\/\/www.nlg.it\/wp-content\/uploads\/2022\/02\/adv-scaled.jpg","title":"adv","caption":"","description":"","alt":"adv","srcset":"https:\/\/www.nlg.it\/wp-content\/uploads\/2022\/02\/adv-150x150.jpg 150w, https:\/\/www.nlg.it\/wp-content\/uploads\/2022\/02\/adv-430x430.jpg 430w"},"ad_is_external":"0","external_url":"","internal_url":""},"_links":{"self":[{"href":"https:\/\/www.nlg.it\/en\/wp-json\/wp\/v2\/pages\/982","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.nlg.it\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.nlg.it\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.nlg.it\/en\/wp-json\/wp\/v2\/users\/22"}],"replies":[{"embeddable":true,"href":"https:\/\/www.nlg.it\/en\/wp-json\/wp\/v2\/comments?post=982"}],"version-history":[{"count":1,"href":"https:\/\/www.nlg.it\/en\/wp-json\/wp\/v2\/pages\/982\/revisions"}],"predecessor-version":[{"id":3969,"href":"https:\/\/www.nlg.it\/en\/wp-json\/wp\/v2\/pages\/982\/revisions\/3969"}],"wp:attachment":[{"href":"https:\/\/www.nlg.it\/en\/wp-json\/wp\/v2\/media?parent=982"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}