TICKET CHANGE AND CANCELLATION

Guide and information to change or cancel your booking

Coronavirus Emergency Ticket Cancellation – Voucher Issue

Based on regional, national and international decrees and ordinances, issued to fight against the spread of Covid-19, our maritime connections have been closed to passenger traffic starting on different dates and for about 3 months, with gradual and differentiated reopening based on the different destination. Our information, regarding the inability to accept travelers, was sent to customers, already in possession of tickets, promptly as soon as the Authorities updated their provisions.
Based on Italian law no. 27 of 24th April 2020 art. 88-bis (which implements art. 28 of Legislative Decree 9 of 2 March 2020), passengers can recover the entire amount of the ticket, already paid and not yet used due to the coronavirus, through the issue of a voucher which is valid 1 calendar year, that the customer can request within 30 days from the end of the block to travel.
For national routes – reopened to tourism on 3rd June 2020 – the voucher issue request must be sent to info@grimaldi.napoli.it no later than 3rd July 2020. For international routes, a reopening date is not yet known, therefore we suggest sending the request to info@grimaldi.napoli.it within 30 days from the old departure date (the one canceled due to coronavirus).
The voucher can be used for bookings within 1 year from the old departure date and for departures by 31st December 2021.
If the new ticket has a value greater than the previous one, the customer will pay the fare difference; if, on the other hand, the value of the new ticket is lower, a new voucher will be issued for the difference.

Cancel your ticket

Special rate tickets are non-refundable.

For standard rate tickets, the following penalties apply to the total amount of the ticket, i.e. passengers, accommodation supplements and any vehicles and others:

  • 10%, plus fixed fees, up to 30 calendar days before departure;
  • 30%, plus fixed fees, 29 to 7 calendar days before departure;
  • 50%, plus fixed fees, 6 to 2 calendar days before departure;
  • 100%, plus fixed fees, from the day before and/or for no show.

Requests for the cancellation of a Standard fare ticket will not be accepted, if it has already been changed twice in date, time, route.

Meals on board and shuttle bus services are non-refundable in the event of a cancellation penalty of 100% or no show.
Tickets with special Agreement are refundable in accordance with the above conditions if otherwise they have a standard rate, they are non-refundable.
No refund is due for denied boarding due to refusal by the authority or due to lack/insufficiency of passenger or vehicle documents.
We recommend stipulating an insurance policy to cover the aforementioned penalties for cancellations.

Change your ticket

If you have purchased a ticket and would like to change it, you can:

  • write us to info@grimaldi.napoli.it
  • go to your travel agency of trust
  • change the ticket at one of our port ticket offices (within two days of departure)

You will receive a new changed ticket.

It is possible to request changes to the date, time, line, passengers, accommodations, vehicles, etc., which are subject to availability, limited to the number of seats for passengers and garage spaces available on board (variable according to the date and the shipping line).

All tickets, with both standard and special rate, are subject to change restrictions, detailed below. Where applicable, the payment of any fees in the amount of € 30.00 will be required for the change in addition to the rate differences, if the change involves a higher cost than the original ticket.

The Carrier reserves the right to launch time-limited extraordinary promotional campaigns during the season, whose tickets may not be modifiable and are non-refundable as specified in the applicable terms and conditions of the special offers.

Below you will find a vademecum for changes in your ticket.

Change the Date and/or time of departure

The date change can only take place for departures already available for sale.
It may be requested up to two days before the departure date and not more than two times, applying the 30€ amendment charge. Any date change, moreover, could generate additional costs due to fare adjustments

Change the Accommodation
It can be requested even on the same day of departure, upon payment of the difference in price due to the new accommodation. No change fees apply.

Change the Vehicle
It can be requested even on the same day of departure, upon payment of the difference in price due to the new vehicle, if the change involves a change in the category. No change fees apply.

Change the Name
It can also be requested on the day of departure. No change fees apply.

Addition of Passenger (adult/child/infant)
It can be requested even on the same day of departure, subject to payment of the cost for the new passenger and possible accommodation. No change fees apply.

Addition of Pets
It can be requested even on the same day of departure, subject to payment of the cost for the pet. No change fees apply.

Addition of Meals/Services
It can be requested even on the same day of departure, subject to payment of the cost for meal/services. No change fees apply.

Addition of Shuttle Bus
It can be requested even on the same day of departure, subject to payment of the cost for the service. No change fees apply. In case of addition on the same day of departure, please check before the service is active, calling the call center under 081.496.444.

Exception for Tunisia and Morocco lines

Change the name
For tickets with special rate Discount on Return ticket Tunisia and Discount on Return ticket Morocco the change in the name can only be requested up to 2 days before the one-way trip. No change fees apply.

The Company reserves the right to modify passenger ticket cancellation and change conditions.

 

Cancel the ticket

If you want to cancel the ticket purchased with Grimaldi Lines as you cannot leave, you can do it by:

Grimaldi Group SpA
Sede legale Palermo - Via Emerico Amari n°8 | Capitale Sociale: €150.000.000,00 | C.F. e Registro Imprese di Palermo: 00117240820 | P.IVA: IT 00117240820