5.1 To request information on routes, services, fare reductions or for simple communications, the Company provides users with the following contact details:
Call Center
Calata Italia 8 – 57037 Portoferraio (LI)
Call Center: +39 0565 269710 – Fax +39 0565 38674 –
[email protected]
5.2 Complaint Procedure
If the passenger so requests, they are entitled to lodge a complaint with the company in accordance with the regulations in force.
5.3 Total and partial ticket cancellation and refunds
Under no circumstances may the ticket be replaced with another ticket for a different destination.
Tickets issued at ordinary fares may be refunded, provided that the cancellation occurs within 24 hours prior to the booked departure.
The refund must be requested:
a) at the ticket offices managed by the Carrier, for tickets purchased at one of these ticket offices or on the Carrier’s website (http://www.blunavytraghetti.com). In this case, the Passenger requesting reimbursement will be provided with a special form, which the Passenger must complete and send by email to: [email protected]; the subsequent reimbursement will be made by the Carrier by bank transfer;
b) at the retailer where the ticket was purchased, where the purchase was made through travel agencies, Tour Operators, ticket offices not managed by the Carrier and/or other types of retailers (including websites other than that of the Carrier). In this case, the refund will be made to the Passenger directly by the retailer.
Ticket refunds on the Piombino-Portoferraio route are subject to the following penalties: 10% deduction for tickets cancelled within 30 days prior to the departure date; 20% deduction for tickets cancelled within 10 days prior to the departure date; 30% deduction for tickets cancelled within 48 hours prior to the departure time; 50% deduction for tickets cancelled within 24 hours prior to the departure time.
For the calculation of the above penalties, the value of the tickets is understood to be net of booking fees.
It will be possible to request the cancellation of tickets between 24 (twenty-four) hours prior to the departure of the ship and up to one hour prior to the departure of the ship, it being understood that the Passenger will not be entitled to any reimbursement or make any other right and/or claim for such cancellation.
No refunds will be given if:
- the ticket was issued at a non-refundable rate;
- the Passenger does not arrive at the departure point within the time stipulated for embarkation;
- the ticket has not been cancelled in the above manner within 24 hours prior to departure.
The rights arising from the contract of maritime transport of persons shall be time-barred in accordance with the terms of the Navigation Code.
Ticket refunds on the Santa Teresa – Bonifacio route are subject to the following penalties: 10% deduction for tickets cancelled within 10 days prior to the departure date; 30% deduction for tickets cancelled within 48 hours prior to the departure time; 50% deduction for tickets cancelled within 12 hours prior to the departure time.
It will be possible to request the cancellation of tickets between 12 (twelve) hours prior to the departure of the ship and up to one hour prior to the departure of the ship, it being understood that the Passenger will not be entitled to any reimbursement or make any other right and/or claim for such cancellation.
No refunds will be given if:
- the ticket was issued at a non-refundable rate;
- the Passenger does not arrive at the departure point within the time stipulated for embarkation;
- the ticket has not been cancelled in the above manner within 12 hours prior to departure.
The rights arising from the contract of maritime transport of persons shall be time-barred in accordance with the terms of the Navigation Code.
Without prejudice to any other provisions of the applicable legislation, any financial compensation that the Company may owe the Passenger in the event of a delay in arrival is calculated in relation to the price paid for the ticket, and is guaranteed according to the minimum level set out in article 19 of EU Regulation No. 1177/2010. In any case, and without prejudice to any other legal exemption where applicable, in the event that the delay is caused by weather conditions that endanger the safe operation of the ship, or due to extraordinary circumstances that hinder the provision of the service, which could not have been avoided even if all reasonable measures had been taken, compensation shall not be due.
Claims for compensation of less than €6.00 will not be accepted, whether for individual tickets or for passes.
Should the Passenger notice any deficiency or irregularity in the service provided by the Company, they may apply in writing to the On-Board Command or to the Company. In any event, without prejudice to the statutory limitation periods, a Passenger who, from the time embarkation commences until disembarkation is completed, suffers accidents to their person, must report them to the ship’s on-board Command, prior to final disembarkation, and provide their personal details.
5.4 Penalties for changes to ordinary tickets
Date and time variations on ordinary tickets will be accepted, provided that they are requested before the check-in time limit (15 minutes for passengers without a car, and 30 minutes for passengers with an accompanying car), subject to availability and payment of any price difference for varying seasonality. No fare differences in favour of the customer for different seasonality will be refunded. Variations on tickets issued on the same day shall not incur penalties. Variation is only permitted within the scope of departures published on the Carrier’s website (http://www.blunavytraghetti.com). Penalties for changes will not be applied up to the limit of two change operations per ticket; any subsequent changes will only be accepted upon payment of a fixed penalty of €5.00 as reimbursement of expenses (in addition to payment of any differences). Changes relating to the number and type of passengers and/or vehicles will result in the cancellation of the reservation, with application of the cancellation fees, and therefore the reissue of a new ticket. In the event of that a waiting list is established for a specific departure, preference will be given to passengers who do not already have a ticket for subsequent departures.
5.5 Transportation of Animals
The Company’s ships, due to their technical characteristics, are only intended for the “transportation of passengers and vehicles”. They do not have cages and/or other means of transport for animals. Pets are therefore only allowed on board on the outside decks of the ship. The carriage of a maximum of one pet accompanying the Passenger is therefore permitted, subject to the purchase of the corresponding Ticket, and under the following conditions:
- From the moment of embarkation and until disembarkation, i.e. for the entire duration of the trip, dogs must be muzzled and leashed or, alternatively, remain inside the appropriate “carrier”, which the Passenger must ensure is placed on board. Cats, on the other hand, must necessarily be kept in a suitable “carrier”, and birds must be kept in suitable cages.
- Animals must be transported in conditions such that they cannot cause damage or inconvenience to other Passengers and/or the ship.
Guide dogs intended for the assistance of blind persons, provided that they have the relevant documentation, are exempt from the payment of the ticket and will be allowed access to the internal areas; as far as is reasonably possible, the provisions of EU Regulation no. 1177/2010 shall apply to assistance dogs for persons with disabilities or reduced mobility. The Company reserves the right to request, prior to boarding, health certification attesting to the animal’s state of good health and vaccination record. Certificates bearing issue dates prior to 90 days from the date of departure will not be considered valid.
The maintenance, custody and care of the animals during transport are at the responsibility and risk of the Passenger, who is obliged to comply with the health provisions laid down on the matter by the competent authorities. The Passenger is obliged to indemnify the Company against any liability and/or charge that may be incurred by the Company as a consequence of, or as a result of their failure to comply with the aforementioned regulations, as well as with the Laws in force.
