Official profiles and booking safety

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Online security: how to recognize official Neos channels

Planning a trip is an exciting time, but safety must always guide our every action—not only on board our aircraft, but from the very moment of booking.

Recently, online scams and phishing attempts have become increasingly deceptive and difficult to recognize. At Neos, we want to help you browse safely, protecting your personal data and your travel experience from the very first click.

Here are the key points for a safe and risk-free booking with Neos:

HTTPS Protocol: the official website URL follows the strictest security protocols. Always verify that the address begins with https:// and that a closed padlock icon is visible in your browser's address bar.
Two-Factor Authentication: during the purchase process, an additional security verification is always required to confirm the transaction (e.g., an OTP code sent via SMS or a notification within your bank's app).
Secure Bank Redirection: during checkout, to finalize the payment, you will be temporarily redirected to your bank's secure page to enter your confirmation code or authorize the transaction.
Chat as an Official Channel: The main and safest channel to receive immediate assistance or modify your bookings is our official chat, accessible directly on the website.
Neos does not directly contact customers on WhatsApp. Assistance via this channel can only be activated at the passenger's request, provided they already hold a booking, the reference number of which is indicated on the ticket.
Certified social media profiles: the only official accounts are @neosair (Instagram), neosair (Facebook), and neos-spa (LinkedIn). Always check the spelling to avoid clone profiles.

Protect your data, protect your trip: for any doubt or need, always rely on our chat and official channels.

Have a great trip with Neos!

Useful information

Can I modify my booking?

Yes, our customer service is available 24 hours a day, 7 days a week. You can request a change to your booking directly via chat.

How can I be sure I am interacting with the real Neos account on social media?

Always check that the account spelling matches the official ones exactly: @neosair on Instagram, neosair on Facebook, and neos-spa on LinkedIn. Beware of profiles with variations in the name.

What should I do if a Neos profile asks for my credit card details?

Neos never requests credit card numbers or CVV codes via social media or chat. In some cases, a sale may be finalized by sending a specific link to your personal email to make the payment in total safety; in any case, transactions take place exclusively on secure systems and never through the direct exchange of data in chat.

How can I verify that my booking has correctly entered the Neos systems and is not a fraud?

Your booking enters the Neos system immediately and generates an associated alphanumeric PNR code, which is emailed to you once the booking is completed. From that moment on, you can always check the details by going to the MY BOOKING section on the Neos website homepage. If you do not receive the PNR code, please contact our chat support on the official Neos website immediately, providing your flight details and any useful information regarding the contact you had.

What should I do in case of a suspected scam?

If you notice any anomalies or suspicious contacts, stop all communication immediately and report the incident to Neos support and the competent authorities. Furthermore, if you fear you have fallen victim to a banking scam, contact your financial institution to block your payment cards and check for any fraudulent payment orders.