TICKET CHANGE AND CANCELLATION
Guide and information to change or cancel your booking
Cancel your ticket
The cancellation of the entire ticket or of some items thereof (reduction in the number of passengers, cancellation of vehicle, accommodation, pets) must be notified in writing to the email address info@grimaldi.napoli.it, directly (if the original ticket has been purchased on-line on the web site www.grimaldi-lines.com or by contacting our Call Center) or through the intermediary from which it was purchased (e.g. travel agencies, web operator, port ticket offices).
For special fare tickets, cancellation does not entitle you to any refund unless otherwise provided for by the conditions of applicability of the special offer.
For standard fare tickets, the cancellation of the entire ticket, or part of it, entitles you to a refund of the value of the cancelled items, subject to the following penalties:
- 10% of the value, plus fixed dues, up to 30 calendar days before departure;
- 30% of the value, plus fixed dues, from 29 to 7 calendar days before departure;
- 50% of the value, plus fixed dues from 6 to 2 calendar days before departure;
- 100% of the value, plus fixed dues, from the day before and / or for no-show at boarding.
Both for tickets purchased with standard rate and for those with special rate, any pre-purchased services (meals, pet in cabin, wellness center, shuttle bus Naples-Civitavecchia one way/return) are fully refunded if the cancellation occurs within 2 days from the departure date. In case of cancellation made from the day before departure, however, there is no refund.
Requests for cancellation of a Standard fare ticket will not be accepted if it has already been subject, twice, to a change in date, time and / or line.
No reimbursement is due for failure to board due to refusal by the authorities or lack / insufficiency of the passenger or vehicle document.
It is possible to purchase the multi-risk insurance policy which, in the cases and within the limits set by the contractual conditions indicated in the Nobis Information Set, guarantees the reimbursement of the fee applied for the cancellation of the trip by the passenger due to unforeseeable impeding circumstances beyond the control of the insured. The operation of the coverage is complementary to the protections provided by law. Passengers who cannot travel due to Covid-19 infection or traffic restrictions in force at the time of departure have the right to ask the carrier to issue a voucher under the conditions set out in art. 88-bis DL 18/2020. In cases of cancellation by the passenger for reasons related to Covid-19, the insurance policy covers different cases than those provided for by art. 88-bis, operating in the event of infection of a family member of the insured or cancellation of the trip by an insured travel companion due to infection. In case of cancellation of the service by the carrier, the passenger is protected pursuant to art. 18 EU Reg. No. 1177/2010 (see Passenger rights)
In case of cancellation of the ticket by the passenger, for any reason and at any time, the premium paid for the policy is never refunded (100% penalty).
In case of cancellations made by the carrier, the relevant provisions of Regulation (EC) no. 1177/2010 apply.
Coronavirus Emergency Ticket Cancellation
In the event that a passenger is forced to cancel the trip due to travel restrictions imposed by the authorities, or other reasons indicated in art. 88-bis of the D.L. 18/2020 (including the application of the quarantine), the Company will issue a covid voucher for the total value of the cancelled ticket and for a duration of 30 months.
The covid voucher can be used to issue a new ticket on any Grimaldi Lines maritime connection. If the new ticket has a higher value than the previous one, the customer will pay the fare difference.
After 30 months of issue, for unused vouchers, a refund of the amount paid is paid within fourteen days of expiry date. The same refund can be requested by the passenger after 12 months of issue and is paid within fourteen days of the request. The request must be sent to info@grimaldi.napoli.it for customers who purchased the original ticket directly with the Company, or by contacting their travel agency.
On the next departures page we publish the government regulations for each destination, but we remind you that it is the passenger’s responsibility to check for any updates on the official websites, among which we suggest for domestic lines https://www.gazzettaufficiale.it/dettaglioArea/12; https://www.governo.it/it/articolo/domande-frequenti-sulle-misure-adottate-dal-governo/15638; https://www.salute.gov.it/portale/documentazione/p6_2_6.jsp?lingua=italiano; https://www.mit.gov.it/comunicazione/news/le-misure-del-mitmims-per-il-covid-19 and international lines www.viaggiaresicuri.it.
Change your ticket
The change of the ticket is always possible and is subject to availability; it can be requested by writing an email to info@grimaldi.napoli.it or by contacting the travel agency or other intermediary with which the ticket to be changed was issued.
It is possible to request changes regarding departure, passengers, accommodations, services etc .; the conditions vary according to the type of change to be made to the ticket.
Change of departure (time, date, line)
All tickets issued at both standard and special rates may be subject to a change by the passenger in the time, date and ports (of departure and / or arrival), only if the change is requested within 2 days of the departure date indicated on the ticket to be changed and only in the case of simultaneous booking of a trip already available for sale. This type of modification involves the payment of € 30 for change fees and any fare differences, if the new trip has a higher cost than the previous one.
This type of modification can be made up to a maximum of 2 times.
NB: for tickets purchased by 30th December 2022 (included), any change to the departure date made from 31st December 2022 will imply the adjustment of the premium paid for the purchase of the NOBIS multi-risk insurance policy. Therefore, the passenger will be required to pay the difference between the amount of the premium paid and the amount of the new premium (to view the new insurance premium amounts: https://www.grimaldi-lines.com/en/nobis-insurance/).
Change of a product (name, accommodation, vehicle)
These types of changes can be requested up to the day of departure and also at the port ticket offices. No change fees are applied, but any tariff adjustment must be paid (if the new product has a higher cost than the previous one). The variation is subject to availability of the requested product.
Exception for Tunisia lines: for tickets issued with special fare Tunisia return discount, the name change can only be requested up to 2 days before the outward journey
Adding a passenger (adult / child / infant), a pet, a service (meals, pet in cabin, wellness center, Naples-Civitavecchia-Naples shuttle bus)
These types of changes can be requested up to the day of departure and also at the port ticket offices. No change fees are applied, but the cost of the additional passenger, animal or service must be paid at the rate in force at the time of the change. The modification is subject to the availability of seats on board, or of the requested service. Only in the case of adding the shuttle bus service from Naples to Civitavecchia and vice versa, the actual operation must be verified by contacting the number +39 081.496.444 in advance.
NB: for tickets purchased by 30th December 2022 (included), the addition of a passenger made from 31st December 2022 imply the application of the new NOBIS multi-risk insurance premium for the new passenger (to view the new conditions of the multi-risk insurance: https://www.grimaldi-lines.com/en/nobis-insurance/). No differences will be due for passengers booked before 30th December 2022.
The Company reserves the right to modify the conditions of cancellation and variation of tickets by the passenger on specific departures.
The Company also reserves the right to launch extraordinary promotional campaigns limited in time, which may limit or improve the aforementioned conditions. These variations are well specified in the conditions of application of the special offers.
