Complaints

Any passenger who wishes to submit a complaint to the Carrier pursuant to EU Regulation 1177/2010 and Resolution Article 83/2019, may transmit such within two months from the date on which the service was provided or should have been provided. Within one month from receipt of the complaint, the Carrier must notify the passenger that the complaint has been accepted, rejected or is still being examined. The time necessary to definitively respond to the complaint must not exceed two months from receipt of the same. Complaints may be sent in Italian and/or Spanish and/or Greek and/or English:

–    By email to the address customer@grimaldi.napoli.it;

–   By certified email to the address grimaldieuromed@legalmail.it

–  By ordinary/registered post to: Grimaldi Euromed SpA, Via Marchese Campodisola 13 – 80133 Napoli.

The claimant may use the appropriate form downloadable from the Carrier’s website (for Grimaldi Euromed S.p.A. at www.grimaldi-lines.com; for Minoan Lines S.A. at www.minoan.gr) under the Complaints section) or send a communication containing at least:

1. The user’s identification details (name, surname, address), attaching a copy of the identity document and the identification data of any representative, along with a proxy in such cases;
2. The identification details of the journey (date, time of departure, origin and destination) and of the Contract of Carriage (booking code or ticket number);
3. A description of the service inconsistency with respect to requirements defined by European or national legislation, by the General Conditions of Carriage or, for the Lines under affiliation (Naples-Cagliari, Cagliari-Naples, Cagliari-Palermo, Palermo-Cagliari, Civitavecchia-Arbatax, Arbatax-Civitavecchia, Civitavecchia-Cagliari, Cagliari-Civitavecchia), by the Service Charter.

In the event of failure to respond to the complaint within the above terms, where the complaint has been submitted in its entirety and in the manner indicated above, or in the event of a response deemed unsatisfactory, the passenger may:

1. Avail of the out-of-court dispute resolution procedure before the bodies covered by the resolution of the Transport Regulatory Authority no. 21/2023;
2. Submit a second-instance complaint to the Transport Regulatory Authority through one of the methods following methods:

–              Online through the electronic complaint acquisition system (SiTe), accessible from the Transport Regulatory Authority’s website (www.autorita-trasporti.it);

–              By filling out the appropriate forms available on the Authority’s website, to be sent together with the mandatory documentation via certified email (to the address: pec@pec.autorita-trasporti.it exclusively in .pdf format) or by registered letter with acknowledgement of receipt to the Transport Regulatory Authority, User Rights Office at Via Nizza 230 – 10126 Torino.

In the event of a delay in the Carrier’s response to the claim and the port of departure is in Italy (or the port of destination if the port of departure is in a country not belonging to the European Union), the passenger will be entitled to automatic compensation as provided for by Measure no. 5 of the Transport Regulatory Authority Resolution no. 83/2019 available on the Authority’s website at: https://www.autorita-trasporti.it/wp-content/uploads/2019/07/All.-A-delibera-n.-83_2019.pdf.