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
1.2 Continuity
1.3 Participation
1.4 Efficiency and Effectiveness
1.5 Freedom of choice
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:
Length: 113 metres
Width: 18 metres
Tonnage: 4,996 tn
Passengers: 800
Cars: 220
Speed: 16 knots
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:
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.
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:
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:
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.
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 company aims to protect, as far as possible, the following rights of the passenger.
The Passenger is obliged to comply with, among other things, the following duties:
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 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 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:
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.
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.
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.