The fundamental principles of the Charter

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

The Service Charter, prepared annually, is also and above all a communication and information tool through which Blu Navy undertakes to guarantee compliance with specific quality standards for the services provided. 

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

In providing its services, Blu Navy complies with 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

• Service delivery is based on the principle of equal rights for users and employees, excluding and combating any discrimination based on gender, race, language, religion, or political opinion. The principle of equal treatment is compatible with differentiated fare structures based on objective and transparent criteria.
• The Company adopts initiatives aimed at continuously improving accessibility to services for specific categories of users (persons with disabilities, elderly people, pregnant women).
• More generally, the Company’s conduct towards users is inspired by principles of objectivity, fairness, and impartiality. 

1.2 Continuity

• The service is provided continuously, regularly and without interruption, except in circumstances beyond the Company’s control, while always complying with the schedules published by the Company.
• In the event of a strike, information regarding the minimum guaranteed services will be communicated as promptly as possible. This obligation is objectively influenced by the actions of third parties outside the Company’s control. In cases of irregular operation or service disruption attributable to the Company, suitable measures will be adopted to inform passengers and minimize inconvenience. 

1.3 Participation

• Passengers have access to information through the Company website, ticket offices, and Company offices, where information and updates concerning services are published. 
• Through the Call Center, passengers can maintain direct contact with the Company. The Call Center assists customers in planning their itinerary, provides logistical information, facilitates the booking process, and collects feedback and suggestions regarding the services offered. 
• The Company is committed to strengthening this relationship with passengers by periodically collecting evaluations and suggestions concerning the services provided, according to the procedures described in Section II of this Charter. 

In addition to traditional channels, Blu Navy provides passengers with digital tools such as the corporate website, official social media channels, and online booking systems in order to ensure rapid and transparent access to travel information. 

1.4 Efficiency and Effectiveness

• The Company’s entire organizational process is aimed at improving the efficiency and effectiveness of the services provided. For this purpose, quality indicators described in Section II of this Charter will be adopted.
• Blu Navy personnel wear uniforms and identification badges to facilitate recognition by passengers both on board and ashore.
• In order to strengthen the relationship of trust between passengers and the Company, staff conduct is courteous, professional, and willing to meet passengers’ needs, always within operational possibilities and onboard safety regulations. 

1.5 Freedom of choice

• Access to information is enhanced and guaranteed through modern communication tools in order to facilitate passengers’ choices.
• The Company operates transparently within its reference markets and, where possible, provides information regarding alternative transport solutions for requested routes. 

Blu Navy is an Italian shipping company specializing in the maritime transport of passengers and vehicles. Since its establishment in 2010, the Company has operated with the objective of providing safe, reliable, and competitive connections, contributing to territorial continuity and the tourism development of the destinations it serves. Over the years, the Company has strengthened its position in the sector by investing in service quality, navigational safety, environmental sustainability, and technological innovation. 

2.1 Destinations and Fleet 

Blu Navy operates in the maritime transport sector for passengers and vehicles through Ro/Ro ferry vessels, providing connections between the Italian mainland and Elba Island. Timetables and operating routes can be consulted and are continuously updated on the Company website and through its official sales channels. 

Blu Navy’s fleet consists of: 

M/V “Acciarello”
Length: 113 metres
Beam: 18 metres
Gross Tonnage: 4,996 tons
Passengers: 784
Cars: 220
Speed: 16 knots 

M/V “Aethalia”
Length: 91.43 m
Beam: 16.2 m
Gross Tonnage: 4,650 GT
Passengers: 580
Vehicles: 120
Service Speed: 16 knots 

M/V “Tremestieri”
Length: 113 metres
Beam: 18 metres
Gross Tonnage: 4,977.17 tons
Passengers: 786
Cars: 220
Speed: 16 knots 

2.2 Social Commitment 

Aware of its responsibilities in these areas, Blu Navy is fully committed to safety and environmental protection. 

The Company requires that all operations carried out by its personnel, both ashore and on board its vessels, demonstrate a commitment to achieving the following corporate objectives: 

• prevent personal injury and loss of human life;
• protect the environment, particularly the marine environment;
• maintain the highest level of technical and operational efficiency of the vessels;
• protect vessels and crews from the consequences of unlawful acts;
• transport passengers safely and efficiently. 

The Company also promotes responsible management of its activities through the continuous improvement of environmental performance, the energy efficiency of its vessels, and the reduction of impacts arising from maritime operations.

2.3 Safety 

The Company adopts and maintains a Safety Management System (SMS) that complies with applicable national and international regulations. The system is designed to ensure navigational safety, the protection of human life at sea, environmental protection, and the continuous improvement of operational performance. 

2.4 Cybersecurity and Data Protection 

Blu Navy recognizes the importance of cybersecurity and the protection of personal data as essential elements in ensuring the continuity and reliability of the services provided. The Company adopts organizational and technical measures aimed at preventing cyber incidents, protecting corporate information, and safeguarding personal data processed, in compliance with applicable regulations and provisions governing the maritime sector. 

The Company places the service provided and passengers’ needs at the core of its operations. With a view to continuous improvement, new and competitive quality objectives are regularly established. 

3.1 Quality Factors, Indicators and Standards 

In order to improve the service provided, the Company has identified ten quality factors as the basis for measuring and representing the quality level of the services delivered. Measurement of these factors began in 2015. 

A quality factor represents an important element influencing users’ perception of the quality of the transport service. 

The identified factors are: 

1. Travel safety
2. Personal safety and protection of passengers’ property
3. Regularity and reliability of ferry services
4. Cleanliness and hygiene conditions on board vessels
5. Travel comfort
6. Customer information services
7. Interpersonal and behavioural aspects of staff in contact with customers
8. Complaints management
9. Environmental responsibility
10. Additional onboard services, where available 

Additional services refer to supplementary amenities aimed at improving passenger comfort (distribution of newspapers on board and at ticket offices, transmission of information through public announcement systems, etc.). 

To make crossings more comfortable, some passenger lounges may be equipped with television screens. 

3.2 Monitoring of Quality Standards 

Passenger surveys (customer satisfaction surveys) play an increasingly important role in defining the Company’s strategies and the allocation of available resources. 

In particular, the systematic measurement and monitoring of customer satisfaction are considered: 

• A tool for improving service quality through continuous improvement;
• A structured means of listening to and understanding customer concerns. 

The Company considers it essential to have periodic reports on the quality and functionality standards achieved on the routes it operates, in order to assess the requirements that characterize a leading transport operator. 

This requires continuous commitment in carrying out customer satisfaction surveys capable of supporting comprehensive analyses. 

The assessment of quality factors is performed through document analysis. 

Field monitoring is conducted by dedicated personnel who carry out targeted and periodic inspections. 

3.3 Confidentiality and Data Protection 

Blu Navy undertakes to comply with all applicable regulations concerning the protection and confidentiality of customer data (Italian Legislative Decree No. 196 of 30 June 2003), adopting all appropriate technical and organizational measures to safeguard such information.

5.1 Information Requests 

For information regarding routes, services, fare concessions, or general enquiries, the Company provides the following contact details: 

Call Center 
Calata Italia 22/23 – 57037 Portoferraio (LI), Italy
Tel. +39 0565 269710
Fax +39 0565 38674
E-mail: info@blunavytraghetti.com 

5.2 Complaints Procedure 

Should a Passenger wish to submit a complaint to the Carrier pursuant to EU Regulation No. 1177/2010, the complaint must be submitted within two months from the date on which the service was provided or should have been provided, either by e-mail to claim@blunavytraghetti.com or by using the online form available on the Carrier’s website. 

5.3 Full or Partial Ticket Cancellation and Refunds 

Under no circumstances may a Ticket be replaced by another travel document for a different destination. 

Tickets issued at the standard fare may be refunded provided that cancellation is requested at least 24 hours before the scheduled departure. 

Refund requests must be submitted: 

a) at Carrier-operated ticket offices for ticketspurchasedthrough such offices or through the Carrier’s website (www.blunavytraghetti.com). In this case, the Passenger will receive a dedicated refund form, which must be completed and sent by e-mail to rimborsi@blunavytraghetti.com. The refund will subsequently be processed by bank transfer. 

b) through the retailer from whom the ticket waspurchased, where the purchase was made through travel agencies, tour operators, ticket offices notoperated by the Carrier, or other third-party retailers (including websites other than that of the Carrier). In this case, the refund will be processed directly by the retailer. 

c) at Carrier-operated ticket offices or by contacting the Carrier’s Call Center, regardless of where the ticket waspurchased. The Passenger may request cancellation within 24 (twenty-four) hours before departure and, instead of a cash refund, receive a voucher equal to the refundable amount. The voucher must be used within 12 months of the date of issue and may not be combined with other discounts, vouchers, concessions, or promotional initiatives offered by the Carrier.

Refund Penalties for Standard Fare Tickets 

Refunds are subject to the following deductions: 

• 10% deduction for tickets cancelled up to 30 days before departure;
• 20% deduction for tickets cancelled up to 10 days before departure;
• 30% deduction for tickets cancelled up to 48 hours before departure;
• 50% deduction for tickets cancelled up to 24 hours before departure. 

For the calculation of the above penalties, ticket amounts are considered net of booking fees, taxes, surcharges, and other charges referred to in Article 15 of the General Conditions of Carriage available on the Carrier’s website. 

From 24 hours before departure until one hour before departure, tickets may still be cancelled; however, no refund or other compensation shall be due. 

No refund shall be granted if: 

1. the ticket was issued under a non-refundable fare;
2. the Passenger fails to present for boarding within the prescribed boarding time limits;
3. the ticket has not been cancelled according to the procedures above at least 24 hours before departure. 

Rights arising from the maritime passenger transport contract shall lapse within the limitation periods established by the Italian Navigation Code.  Without prejudice to applicable legal provisions, any compensation due for delayed arrival shall be calculated on the basis of the ticket price paid and guaranteed in accordance with the minimum levels established by Article 19 of EU Regulation No. 1177/2010. 

No compensation shall be payable if the delay results from weather conditions affecting the safe operation of the vessel or from extraordinary circumstances that hinder service performance and could not have been avoided even if all reasonable measures had been taken. 

Claims for compensation below €6.00 shall not be accepted, whether relating to individual tickets or season passes. 

Passengers who identify service deficiencies or irregularities may submit written reports to the Master of the vessel or directly to the Company. 

Without prejudice to statutory limitation periods, any Passenger who suffers personal injury or damage to a vehicle between the start of boarding and the completion of disembarkation must report the incident to the ship’s Master before final disembarkation and provide their personal details. 

5.4 Fees for Changes to Standard Tickets 

Changes to the date or time of travel on standard tickets will be accepted provided that the request is made before the check-in deadline (15 minutes before departure for foot passengers and 30 minutes before departure for passengers travelling with a vehicle), subject to availability and payment of any fare difference. 

Any fare difference in favour of the Passenger will not be refunded. 

No amendment fee applies to tickets modified on the same day as purchase. 

Changes may only be made to departures published on the Carrier’s website (www.blunavytraghetti.com). 

5.5 Carriage of Animals 

Due to their technical characteristics, the Company’s vessels are intended exclusively for the carriage of passengers and vehicles. They are not equipped with cages or other facilities for animal transport. 

Pets are therefore permitted only on the vessel’s outdoor decks. 

Subject to the purchase of the relevant ticket, each Passenger may travel with a maximum of one pet under the following conditions: 

• From boarding until disembarkation, dogs must be kept on a leash and wear a muzzle or remain inside an appropriate pet carrier provided by the Passenger.
• Cats must remain in suitable pet carriers and birds must be transported in appropriate cages. 

Animals must be transported in such a way as to avoid inconvenience or danger to other Passengers and/or the vessel. 

Guide dogs assisting visually impaired persons, accompanied by the relevant documentation, travel free of charge and are permitted access to interior areas of the vessel. 

The provisions of EU Regulation No. 1177/2010 concerning assistance dogs accompanying persons with disabilities or reduced mobility shall apply where relevant. 

The Company reserves the right to request, prior to boarding, a veterinary health certificate and vaccination records for the animal. Certificates issued more than 90 days before departure shall not be considered valid. 

The feeding, custody, and care of animals during transport remain entirely the responsibility and risk of the Passenger, who must comply with all health regulations issued by the competent authorities. 

The Passenger agrees to indemnify the Company against any liability, costs, or claims arising from failure to comply with the above regulations or applicable laws. 

With regard to the concept of disability, it should be noted that Italian Legislative Decree No. 52/2005, which establishes safety requirements for “Persons with Reduced Mobility” (hereinafter referred to as PRM), adopts a broader concept than disability alone. A PRM is defined as any person experiencing particular difficulties in using public transport, including elderly people, persons with disabilities, individuals with sensory impairments, wheelchair users, and pregnant women. 

To facilitate the mobility of passengers with walking difficulties, Blu Navy has established procedures to ensure that its personnel are adequately qualified to carry out their duties concerning passenger safety and protection. 

In compliance with Executive Decree No. 18 of 05/02/2026 and Regulation (EU) No. 1177/2010 of the European Parliament and of the Council of 24 November 2010, Blu Navy vessels: 

• provide dedicated seating areas for PRMs;
• broadcast safety information for emergency situations through an audio system;
• display clearly marked escape routes for ship evacuation in emergencies;
• ensure onboard access by means of elevators/freight lifts and/or stair lifts, with the assistance of onboard personnel;
• employ crew members specifically trained to assist PRMs in both normal operations and emergency situations. These crew members can be easily identified by the word “CREW” displayed on the back of their uniform and by a dedicated identification badge;
• allow guide dogs on board. 

HOW TO REQUEST ASSISTANCE 

• Persons with disabilities or reduced mobility must notify the Company, at the time of booking or advance ticket purchase, of their specific accommodation, seating, service, or medical equipment transport requirements.
• Tickets may be purchased online through the Carrier’s website, by calling the Call Center at +39 0565 269710 and following the provided instructions, or directly at the ticket office of the departure port. The purchase must be completed at least 48 hours before assistance is required in order to communicate passenger needs in due time.
• The passenger will receive confirmation of the notification through the preferred communication method indicated during booking. 

CONDITIONS UNDER WHICH ASSISTANCE IS PROVIDED 

• The Company must be informed at least 48 hours before assistance is required.
• The Passenger must present themselves at the designated location 60 minutes before the published boarding time.
• Specific assistance requirements must be communicated at the time of booking or advance ticket purchase.
• Where the Passenger is accompanied by a recognised assistance dog, the dog will remain with the Passenger provided that prior notification has been given to the Company. 

EXCEPTIONS AND ADDITIONAL CONDITIONS OF ASSISTANCE 

• The Company may refuse a reservation or the issuance of a ticket where this is necessary to comply with safety requirements or where the design of the passenger vessel or the port infrastructure, including terminal facilities, makes embarkation, disembarkation, or carriage of the person impossible in a safe and operationally feasible manner. In such cases, the Company will make reasonable efforts to offer an acceptable alternative.
• Where a person with a disability or reduced mobility who holds a valid reservation or ticket and has complied with all assistance requirements is nevertheless denied boarding pursuant to Regulation (EU) No. 1177/2010, that person and any accompanying person may choose between reimbursement and rerouting. The right to choose between return transport and alternative transport remains subject to compliance with all applicable safety requirements.
• Where necessary, the Company may require a person with a disability or reduced mobility to be accompanied by another person capable of providing the required assistance. Such accompanying person shall travel free of charge.
• In all the above cases, the Company shall immediately communicate the reasons to the Passenger. Upon request, these reasons shall be provided in writing no later than five days after the request. 

ASSISTANCE PROCEDURES 

Passengers will be informed, through their preferred communication method, of a designated meeting point where persons with disabilities or reduced mobility may announce their arrival and request assistance.  The necessary assistance will be provided free of charge in ports and on board vessels, including during embarkation and disembarkation. 

PREGNANCY 

Pregnant women are permitted to use the transport service. 

In cases of uncomplicated pregnancy, once the sixth month of pregnancy has been completed, passengers must possess a medical certificate, issued no more than 48 hours before departure, authorising travel. This certificate must be presented to a ship’s officer upon request. 

In the case of a complicated pregnancy, the passenger must possess a medical certificate authorising travel regardless of the stage of pregnancy.