Da Piombino

A Portoferraio

over 12 years
from 4 to 11 years
Cars up to 4m
Light caravans
Extra Length
Cars up to 4m
Cars up to 5m
Light caravans
Extra Length
Cars up to 5m
Light caravans
Extra Length
Light caravans
Extra Length

The fundamental principles of the Charter

I Principi fondamentali della Carta

The Service Charter, which is the service charter for the transport sector, reinforces the guarantee of the freedom of movement (mobility) of citizens provided for in Article 16 of the Italian Constitution “every citizen may move and reside freely in any part of the national territory”, “every citizen is free to leave and re-enter the territory of the Republic”; together with Article 8 of the Maastricht Treaty “every citizen of the European Union has the right to move and reside freely within the territory of the Member States”.

The Service Charter, drawn up annually, is also and above all the communication and information tool through which Blu Navy undertakes to guarantee compliance with certain quality standards for the service offered.

The following pages set out Blu Navy’s values, quality indicators and targets, communication channels with the company and a range of useful information on the services offered.

In offering its service, Blu Navy observes the Navigation Code, the rules specified in the “General Conditions of Carriage”, and undertakes to provide its maritime transport service in accordance with the following fundamental principles:

1.1 Equality and Impartiality

  • The provision of the service is founded on the principle of equal rights of users and employees, excluding and pursuing any discrimination on the grounds of sex, race, language, religion and political opinions. The principle of equal treatment is compatible with forms of different tariffs (ordinary and resident) that are enforceable on the basis of objective and known criteria.
  • The company adopts initiatives aimed at continuously improving the accessibility of services for certain groups of users (the disabled, the elderly, pregnant women).
  • More generally, the company’s conduct towards users is inspired by criteria of objectivity, fairness and impartiality.

1.2 Continuity

  • The provision of the service is guaranteed with continuity, regularity and without interruptions, except for circumstances beyond the Company’s control.
  • In the event of a strike, news about the minimum guaranteed services will be announced as soon as possible. This fulfilment is subject to the behaviour of third parties beyond the Company’s control. In the event of irregular operation or non-performance of the transport service for reasons attributable to the company, the company shall take measures to inform passengers in order to cause the least possible inconvenience to users.

1.3 Participation

  • Passengers have access to information through the website, the ticket office and the Company’s offices, where information and changes regarding the services offered are published.
  • The passenger is able to have a direct relationship with the Company through the Call Centre. The Call Centre supports customers in choosing their itinerary, offers logistical information, simplifies the booking process and collects user suggestions regarding the services offered.
  • The Company undertakes to strengthen this relationship with its passengers by periodically acquiring assessments and suggestions regarding the service provided in accordance with the procedures set out in Section II of this Charter.

1.4 Efficiency and Effectiveness

  • The company’s entire organisational process is aimed at improving the efficiency and effectiveness of the service provided, for which purpose the company’s quality indicators set out in Section II of this charter will be adopted.
  • Blu Navy staff wear uniforms and badges to make the process of recognition by passengers easier, both on board and on land.
  • With the specific aim of consolidating the relationship of trust between passengers and the Company, the staff’s behaviour is courteous, professional and accommodating to the needs of passengers, respecting the possibilities and safety regulations on board at all times.

1.5 Freedom of choice

  • Access to information is enhanced and guaranteed through modern means of communication to support passenger choice.
  • The company operates transparently in the respective markets providing, where possible, information on additional transport solutions for the required routes.

Blu Navy's Launch

Blu Navy was founded in 2010 with the aim of creating a connection with RO/RO type ships for passenger and car transport from Piombino to the Island of Elba and vice versa.

In 2010, the company signed an important agreement with the Hoteliers’ Association on the Island of Elba, which allowed customers to take advantage of discounted fares.

In 2013, the Hoteliers’ Association on the Island of Elba joined the company together with the Elba Sol group. The company has introduced various tariff concessions for residents and owners of second homes on the Island of Elba, meeting with enormous approval from Elba’s community.

In 2014 Blu Navy was publicly praised for its on-time connections to the Island of Elba. Large investments were made in the commercial sector, participating in the most important national and international tourism fairs.

In early 2015, the M/V Acciarello was purchased and a complete restyling of the ship’s salon and bar was undertaken. The Company is the first to provide a passenger assistance service on board, by introducing the role of Hostess. In the same year, the Company moved its registered office from Milan to the Island of Elba, and changed its corporate designation from Srl to SpA.

Since 2015, Blu Navy has been implementing a process to guarantee the necessary quality standards for its employees/seafarers, and therefore also its passengers, a healthy and safe working environment. These procedures, extended to the commercial sector and to the entire company, confirm the commitment to always ensuring a service aimed at passenger satisfaction, which the company continues to pursue.

The company is committed to the adoption of a clear and formalised company policy with respect to Safety, Health and Quality at sea and on land.

 2.1 Destinations and Fleet

Blu Navy is active in the maritime transport of persons and vehicles using Ro/Ro ferries, operating on the following routes:

The Blu Navy fleet has two ferries:

  • Piombino-Portoferraio (Island of Elba)

M/V “Acciarello”

Length: 113 metres

Width: 18 metres

Tonnage: 4,996 tn

Passengers: 800

Cars: 220

Speed: 16 knots

  • Santa Teresa di Gallura Bonifacio (Sardinia – Corsica)

M/V “Ichnusa”

Length: 65 metres

Width: 14 metres Tonnage: 2181 tn Passengers: 350

Cars: 50

Speed 15 knots

2.2 Social commitment

Blu Navy, aware of its responsibility in these fields, places the utmost emphasis on Safety and Environmental Protection.

The company stipulates that all operations carried out by its staff, both ashore and on board ships, shall emphasise its commitment to the following corporate objectives:

  • Avoiding personal injury and loss of life;
  • Protect the environment, particularly the marine environment;
  • Maintain the technical and operational efficiency of ships at the highest level;
  • Protect ships and crews from the consequences of illegal practices;
  • Transport passengers in a safe and efficient manner.

2.3 Safety

The company has the MS Handbook, which fulfils international quality standards for the safe management and operation of ships in respect of the environment and the prevention of pollution and the safety of maritime staff and passengers.

The manual describes how the company’s policy is applied and is a reference guide for all staff involved in the company’s activities.

Quality of Service

The Company places the service provided and the needs of the passenger at the centre of its operations. New and competitive quality targets are set with a view to continuous improvement.

3.1 Quality Factors and Indicators / Standards

In order to improve the service provided, the company has identified 10 quality factors, as a basis for representing the quality level of the service provided, which it intends to measure as of the year 2015.

The quality factor is a relevant aspect for the perception of the quality of the transport service on the part of users.

The factors identified are:

  1. Travel safety
  2. Safety and security of the passenger
  3. Regularity of the ships’ service
  4. Cleanliness and hygienic conditions of the ships
  5. Travel comfort
  6. Customer information
  7. Relational and behavioural aspects of staff in contact with the Company
  8. Complaints
  9. Attention to the Environment
  10. Additional services on board, where applicable

Additional services are defined as those extra services aimed at improving the comfort of passengers (distribution of newspapers on board and at ticket counters, broadcasting news through loudspeakers, etc.).

To make the crossing more comfortable, some passenger lounges may be equipped with televisions.

3.2 Monitoring of Quality Standards

Surveys of our passengers (customer satisfaction surveys) take on an increasingly active role in defining company strategies and the allocation of available resources; in particular, the systematic surveying and monitoring of customer satisfaction is understood as:

  • a tool for growth in the quality of the service provided with a view to continuous improvement;
  • a tool for listening rationally to customers’ issues.

It is in our interest to have regular reports on the situation on the lines we operate in terms of meeting the quality/functionality requirements that qualify a company as an industry leader.

This implies a commitment on the part of all of us to conduct customer satisfaction surveys that enable us to undertake a comprehensive study.

The assessment of the quality factors delivered is carried out through document analysis.

On the other hand, monitoring in the field is carried out by staff who carry out periodic, targeted checks.

3.3 Confidentiality and data protection:

Blu Navy undertakes to comply with the current legal provisions on the protection and confidentiality of customers’ data (Legislative Decree no. 196 of 30 June 2003) by adopting all appropriate technical and organisational measures to safeguard their protection and confidentiality.

The Relationship with the Passenger

Since 2010, the company has offered maritime transport services on the routes within its jurisdiction. Thanks to the professionalism of the crews, the friendliness of the staff and the results achieved, Blu Navy has established itself in the territory, growing both in terms of fleet and in terms of its relationship with its passengers.

When purchasing a ticket, the passenger and the company establish a relationship characterised by mutual rights and duties.

The centrality of the “customer” means that Blu Navy is committed not only to the efficiency of its services, but also to making the crossing as comfortable and pleasant as possible.

The fleet renewal process is aimed at improving comfort factors:

  • The creation of lounges where passengers are comfortably seated;
  • The use of ships that guarantee convenient embarkation and disembarkation of vehicles.
  • Renovation of the on-board service areas.

    1. Passenger Rights and Duties

The company aims to protect, as far as possible, the following rights of the passenger.

  • Travel safety
  • Continuity of service
  • Transparency on routes and applied fares;
  • Compliance with scheduled timetables in favourable weather and sea conditions, except in cases beyond the company’s control;
  • Hygiene and cleanliness of the ships;
  • Identification of staff in direct contact with the public;
  • Compliance with the ban on smoking in vehicles.

The Passenger is obliged to comply with, among other things, the following duties:

  • Carry a valid travel document;
  • Occupy only one seat;
  • Do not occupy the seats reserved for persons with reduced mobility;
  • Respect the ban on smoking on ships;
  • Do not cause damage of any kind or nature to company vehicles or premises;
  • Do not disturb other travellers by misbehaving;
  • Do not transport objects considered harmful and dangerous;
  • Do not misuse warning signs or any emergency devices;
  • Do not compromise travel safety or service levels in any way;
  • Comply with the General Conditions of Carriage and Safety Regulations.

Dialogue Procedures: Complaints, Refunds, Special Embarkations

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.

Accessibility for Persons with Reduced Mobility

With regard to disabilities, it should be noted that Legislative Decree no. 52/2005, in establishing the safety requirements for ‘persons with reduced mobility’ (henceforth PRM), refers to a broader concept than that of mere disability, since PRM is defined as anyone who has a particular difficulty in using public transport, including the elderly, the disabled, people with sensory disorders and those who use wheelchairs, and pregnant women.

In this regard, Blu Navy, in order to facilitate the mobility of passengers with walking difficulties, has established procedures to ensure that staff are adequately qualified to perform their duties in relation to safety and security.

In compliance with Circular 10/SM of the Ministry of Transport and Regulation (EU) No. 1177/2010 of the European Parliament and of the Council of 24 November 2010, please note that BLU NAVY ships:

√ Have dedicated sites for PRM.

√ Emergency safety information is broadcast via the audio system;

√ Escape routes for the evacuation of the ship in an emergency are marked with appropriate signs;

√ Access on board is provided by means of a lift/elevator and/or stair lift, and with the help of the on-board staff on board.

√ On-board staff dedicated to assisting PRM are specifically trained and instructed to provide assistance, both in normal operational situations and in possible emergencies. These crew members are easily identifiable by the wording “CREW” on the back of their uniforms and have a special identification badge.

√ Guide dogs are allowed.



  • Disabled persons or persons with reduced mobility must notify the Company, at the time of making the reservation or advance ticket purchase, of their specific needs for accommodation, seating, required services or the need to carry medical equipment.
  • Tickets can be purchased by calling the Call Centre on +39 0565 269710 and following the instructions, or directly at the Ticket Office at the port of departure. The purchase must be made at least 48 hours prior to needing the assistance, so that the passenger’s needs can be notified in good time.
  • The passenger will receive confirmation of the notification in the manner requested at the time of booking.



  • The Company must be informed at least 48 hours before assistance is needed.
  • Passengers must arrive 60 minutes prior to the published boarding time at the designated location.
  • Passengers must indicate their specific requirements at the time of booking or advance purchase of the ticket.
  • If passengers are accompanied by a recognised assistance dog, it must be accommodated together with the passenger, provided that the Company is notified.



  • The Company may refuse to accept a reservation or provide a ticket: for the purpose of complying with safety requirements and if the layout of the passenger ship or port infrastructure and equipment, including port terminals, makes it impossible to embark, disembark or transport the person in question under safe or practicable conditions. In such cases, the Company will make reasonable efforts to propose an acceptable alternative to the passenger.
  • In the event that the disabled person or person with reduced mobility, who holds a reservation or ticket and has met the requirements for assistance, is nonetheless denied boarding on the basis of Regulation (EU) No 1177/2010, he or she, and any accompanying person, may choose between the right to reimbursement or alternative transport. The right to choose between a return journey and alternative transport is subject to compliance with all safety obligations.
  • If necessary, the Company may require that a disabled person or a person with reduced mobility be accompanied by another person capable of providing the necessary assistance. The accompanying person shall be transported free of charge.
  • In all of the above cases, the Company shall immediately notify the passenger of the reasons. Upon request, these reasons shall be notified to the person in writing no later than five days after the request.



A meeting point will be indicated to the Passenger, in the manner that they request, at which disabled persons or persons with reduced mobility may announce their arrival and request assistance.

The necessary assistance will be provided free of charge in ports and on board ships, including during embarkation and disembarkation.



Pregnant women are not precluded from using the transport service. In the event of an uncomplicated pregnancy, after the 6th month of pregnancy, a medical certificate, issued no later than 48 hours before departure, authorising travel must be presented to the ship’s officer upon request. If, on the other hand, the pregnancy has complications, the pregnant passenger must have a medical certificate authorising travel, regardless of the months of pregnancy.