{"id":982,"date":"2022-02-28T08:40:08","date_gmt":"2022-02-28T07:40:08","guid":{"rendered":"https:\/\/www.nlg.it\/faq\/"},"modified":"2025-06-08T08:56:57","modified_gmt":"2025-06-08T06:56:57","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 v24.3 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\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 should I do?","desc":"To confirm your online ticket purchase you can send an e-mail to our Customer Care.\n\nOnce 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:\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.).\nOnce you had received these 2 mails you can be sure that booking and payment were successful.","_state":"expanded"},{"title":"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?","desc":"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.\n\nOnly in the ports of POSITANO AMALFI SORRENTO CAPRI AND NAPLES, check-in can be done directly at embarkation .\n\nIn 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.\n\nWhen 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).","_state":"expanded"},{"title":"Can I use the printed e-ticket or do I need to get my boarding pass before boarding? ","desc":"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.\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 e-mail and the pdf mail-ticket, I received an e-mail from Axerve (BANCA SELLA), what is it 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 contact for information on my online booking?","desc":"You can send an email to <a href=\"mailto:customercare@nlg.it\">customercare@nlg.it<\/a>.","_state":"expanded"},{"title":"Where can I find the Conditions of Carriage for tickets purchased online?","desc":"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: <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 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.","_state":"expanded"},{"title":"Until what time can an online reservation be modified ?","desc":"Up to 2 hours before the departure time; after this time, the reservation cannot be changed.","_state":"expanded"},{"title":"Who can I contact to cancel a reservation made at a travel agency?","desc":"The cancellation request should be made directly to the issuing agency and not directly to NLG.","_state":"expanded"},{"title":"Who can I contact to cancel a reservation made on a web portal?","desc":"The request should be made directly to the Customer Care of the web portal and not directly to NLG.","_state":"expanded"}],"_state":"expanded"},{"group_title":"PAYMENTS AND REFUNDS","faq":[{"title":"What payment methods do you accept for purchasing tickets online?","desc":"Accepted payment methods are:\n<div>(a) Credit card (Visa, MasterCard,American Express).<\/div>\n<div><\/div>\n<div>b) UP MOBILE for Banca Sella<\/div>","_state":"expanded"},{"title":"Is it possible to book tickets online and pay directly at the ticket office?","desc":"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.","_state":"expanded"},{"title":"How can I have 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. To check if you qualify for a refund please consult Art.4 of the <a href=\"https:\/\/www.nlg.it\/regolamento-biglietteria-online\/\" target=\"_blank\" rel=\"noopener\">On-Line Tickets Regulation<\/a> 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 I have not collected the boarding passes, how can I request a refund? \n","desc":"The ways to request refund of tickets purchased online on the official NLG website and without collecting boarding passes are as follows:\n<div>(a) Send request email to <a href=\"mailto:customercare@nlg.it\">rimborsi@nlg.it<\/a> by including <u>reservation code or ticket code<\/u> as reference in the subject line.<\/div>\n<ul type=\"disc\">\n \t<li>The ticket code is indicated on the top right of e-ticket (PDF), just below the barcode.<\/li>\n \t<li>The booking code is indicated on the email received for confirmation of the booking.<\/li>\n<\/ul>\n<div>b) The e-mail must be sent from the same email address that was used when the ticket was purchased.<\/div>\n<div>c) The message must clearly indicate the reason why the refund is requested.<\/div>\n<div>d) The refund will be deposited directly on to the credit card that was used to buy the ticket\/s.<\/div>\n<div><\/div>\nOnce 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 <a href=\"https:\/\/www.nlg.it\/regolamento-biglietteria-online\/\" target=\"_blank\" rel=\"noopener\">On-Line Tickets Regulation<\/a> published on our website and attached to the PDF of the e-ticket received via email.\n<strong>Tickets purchased online on portals or from travel agencies are refunded directly from the portal or agency where they were purchased.<\/strong>","_state":"expanded"},{"title":"I am entitled to a refund for a ticket purchased online and I have collected the 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>Navigazione Libera del Golfo srl<\/div>\n<div>Via Melisurgo ,4<\/div>\n<div>80133 \u2013 NAPOLI<\/div>\n<div><\/div>\n<div>1) Please include a letter referencing your booking or ticket code.<\/div>\nThe ticket code is indicated on the top right of e-ticket (PDF), just below the barcode.\n\nThe booking code is indicated on the email received for confirmation of the booking.\n<div>2) The refund request must be sent by the holder of the credit card that was used to purchase the ticket.<\/div>\n<div>3) The reason for the request must be indicated in the text of the request.<\/div>\n<div>4) Refunds will be made by transferring the amount due to the credit card used to purchase the tickets.\nOnce the original boarding passes are received (or scanned via email) 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 <a href=\"https:\/\/www.nlg.it\/regolamento-biglietteria-online\/\" target=\"_blank\" rel=\"noopener\">ON-LINE TICKET RULES<\/a> found on our website and on the mail-ticket pdf received via email.\nTickets 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 followed the procedure for a refund of a ticket purchased online, but I haven\u2019t received the refund on my credit card yet, what should I do? ","desc":"If you have received an email informing you that your refund file has been accepted, the file has been forwarded to the accounting department, and more than 4-5 business weeks have passed since you received the email, you may send an email for verification on the status of the refund file to <a href=\"mailto:rimborsi@nlg.it\">rimborsi@nlg.it,<\/a> indicating the reservation code in the subject line of the email.","_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 in the history of information that interferes with the successful completion of the payment procedure.\nWe 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.\nHowever, we specify that NLG is in no way responsible for the successful completion of the payment procedure.\nOnly your bank or the institution that issued your card can tell you why the payment was unsuccessful.","_state":"expanded"},{"title":"Common reasons for card refusal:","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"}],"_state":"expanded"},{"group_title":"Technical problems","faq":[{"title":"What do I need to be able to purchase a ticket online?","desc":"Currently you can purchase tickets online with 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\nAfter making payment DO NOT CLOSE THE BROWSER but wait for the booking confirmation page to open.","_state":"expanded"},{"title":"Can I use my office PC to purchase my online ticket?","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 have received an e-mail with the e-ticket attached, but I\u2019m not able to open the attachment. What should I do?","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 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.\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\/travel info","faq":[{"title":"How long before the departure time do I have to be ready for boarding?","desc":"As provided for in Article 3 of the <a href=\"https:\/\/www.nlg.it\/regolamento-biglietteria-online\/\" target=\"_blank\" rel=\"noopener\">ON-LINE TICKET REGULATION<\/a>, you must compulsorily present yourself at the Social Ticket Office of the port of embarkation at least 20 minutes before the scheduled departure in order to check in and obtain the Boarding-Pass required for embarkation.\nIn fact, it is not allowed to board with only the mail-ticket except in ports where boarding check-in is active.\nOnce the check-in deadline has passed, the reservation lapses, and the passenger will be placed on a waiting list.\nHe\/she will be allowed to board only if there are vacant seats on board.","_state":"expanded"},{"title":"Can I give my ticket purchased online to someone else? ","desc":"The ticket is personal, non-transferable, and valid only and exclusively for the day and ride indicated. <b>You may change the ticket name by sending an email to <a href=\"mailto:customercare@nlg.it\">customercare@nlg.it<\/a> upon payment of the change fee (if applicable).<\/b>","_state":"expanded"},{"title":"Can I take my pet onboard your company\u2019s ships? ","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 certifying 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.\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\nThis documentation may be requested at the time of issuing the relevant ticket or by the on-board staff upon boarding.","_state":"expanded"},{"title":"I have lost something on one of your vessels, who can I contact? \n","desc":"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 <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 was embarked, the date and time of departure, the line and the ticket number.","_state":"expanded"},{"title":"When is due to pay for luggage? . \n","desc":"A ticket must be purchased for each piece of luggage larger than a \"carry-on\".","_state":"expanded"},{"title":"What is meant by hand baggage?","desc":"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).","_state":"expanded"},{"title":"Do I pay for hand luggage?","desc":"Carrying one hand luggage is free.","_state":"expanded"},{"title":"What does extra-large luggage mean?","desc":"Extra-large luggage is considered any type of luggage that exceeds the normal size, length or weight (such as diving equipment).","_state":"expanded"},{"title":"Can I buy a luggage ticket online?\n","desc":"Yes. Follow the instructions in the section named \u201caccessories\u201d.","_state":"expanded"}],"_state":"expanded"},{"group_title":"Refunds","faq":[{"title":"Can I cancel a booking made on an unofficial web portal or in a Travel Agency? ","desc":"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:\n\nHOW TO CLAIM A REFUND FOR TICKETS PURCHASED THROUGH OTHER PORTALS, WEBSITES OR TRAVEL AGENCIES\n\nMethod of requesting reimbursement of tickets purchased online on web portals or from Travel Agencies without the\nwithdrawal of boarding passes :\n1) Send reimbursement request email to the web support of the portal or agency where the tickets were\npurchased, indicating the reservation number or ticket code.\n2) In the text of the request, the reason for the request should be indicated.\nPlease note that, as provided in the regulations of online tickets, a penalty of 30% may be applied\nto the reimbursement and the booking fees not refunded.\n\nMethod of requesting reimbursement for tickets purchased online on web portals or from Travel Agencies with withdrawal\nof boarding passes at one of the Stopover Ticket Offices :\n1) Send reimbursement request email to the web support of the portal or agency where the tickets were\npurchased indicating the reservation number or ticket code.\n2) The reason for requesting a refund must be clearly stated in the e-mail\n3) Send the boarding passes by registered or regular mail (alternatively scan or photo of the boarding passes attached to the e-mail to be sent to the customer service of the portal or agency where the tickets were purchased) to :\nNavigazione Libera del Golfo srl\nVia G. Melisurgo, 4\n80133 - NAPLES\nPlease note that, as per the online ticket regulations, a 30% penalty may be applied\nto the refund and booking fees not refunded.","_state":"expanded"},{"title":"I am entitled to a refund for a ticket purchased online and I have collected the boarding passes, how can I request a refund?","desc":"<strong>REIMBURSEMENT REQUEST FOR TICKETS PURCHASED ONLINE ON WEB PORTALS OR TRAVEL AG<\/strong>ENCIES\nMethod of requesting reimbursement for tickets purchased online on web portals or from Travel Agencies without\nwithdrawal of boarding passes :\n1) Send reimbursement request email to the web support of the portal or agency where the tickets were\npurchased indicating the reservation number or ticket code.\n2) The reason for the request should be indicated in the text of the request.\n\n<strong>Method of requesting reimbursement for tickets purchased online on web portals or at Travel Agencies with pickup\nof boarding passes at one of the Stopover Ticket Offices :<\/strong>\n\n1) Sending reimbursement request email to the web support of the portal or agency where the tickets were\npurchased indicating the reservation number or ticket code.\n2) In the text of the request, the reason for the request should be indicated.\n3) Send boarding passes by registered mail or regular mail (alternatively scan or photo of boarding passes attached to the email to be sent to the customer service of the portal or agency where the tickets were purchased) to :\nNavigazione Libera del Golfo srl\nVia G. Melisurgo, 4\n80133 - NAPLES","_state":"expanded"},{"title":"I qualify for a refund of my ticket purchased in the ticket office, what should I do?","desc":"Refunds for tickets purchased at any of our ticket offices can be requested using the following procedure:\n<ol>\n \t<li>Directly at the ticket office<\/li>\n \t<li>By sending tickets by registered or regular mail (alternatively scan or photo of boarding passes attached to the e-mail to be sent to NLG customer service <a href=\"rimborsi@nlg.it\">rimborsi@nlg.it<\/a> ) to :\nNavigazione Libera del Golfo srl\nVia Melisurgo , 4\n80133 - NAPLES<\/li>\n<\/ol>\n<div>(a) Enter the reservation code or ticket number in the subject line of the request.<\/div>\n<div>*The booking code is indicated on the bottom left on the ticket.<\/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><\/div>\n<div><small>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. 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