FAQs

No, once the ticket has been purchased, you will not be asked for any additional fuel-related costs.

To cancel one or more flights included in a booking, you must open a ticket via our website in the Travel Information – Customer Service section.

If your flight is cancelled due to currently unforeseeable reasons, you will receive a notification at the email address provided during booking. The communication will outline the procedure to follow to obtain a full refund for the cancelled flight or an alternative flight. The same options are available by accessing the MY BOOKING section of our website; the proposal will be visible at the bottom of the page.

Our flights are primarily direct and, at the moment, none of our flights include layovers at airports considered to be at risk.

Yes, as long as they might be communicated in advance and they are accompanied by a medical certificate attesting the pathology and the need to carry medicines.

Wi-Fi is available on the Boeing 787 aircraft fleet, allowing you to browse the web, access your apps, and stream TV series or movies.

The service is free for Premium Class passengers.

Yes, the blanket and pillow kit is always available on request on Neos flights, both on Boeing 737 and Boeing 787 aircraft, on day and night flights. On some specific flights, the kit is already placed directly on the seat.

On Boeing 787 aircraft in Premium class, the blanket and pillow kit is already placed on the seat on all flights.

No, on our flights is absolutely denied to carry in cabin or in allowance tanks containing oxygen.

In case of no show or delay at the gate the airline uses desembark the baggage and to delete the name of the passenger(s) on the pax list with the consequent loss of the passenger(s) boarding rights. on the pax list with the consequent loss of the passenger(s) boarding rights.

Yes, as long as it is warned in advance and it is not carried any other piece like an hand luggage.

Dive equipment transportation is subject to a maximum weight of 15 kgs. This fare (100€ one-way) is applicable showing your personal diving license. Any other equipment in the dive baggage, that is not related to diving, is not allowed. Actually, dive equipment should be separated from other baggages. Each kg, exceeding the baggage weight allowance, will be charged according to x-bag fare.

Yes, Neos was born in 2001 after a "joint venture" between the Finance of Participation IFIL (owner of Alpitour) and the German Tour Operator TUI. At the moment Neos has been totally purchased by Alpitour.

Yes, if you wish to carry more pieces than those included in your baggage allowance, you can purchase additional baggage. You can find the necessary information in the Checked Baggage – Add Extra Baggage section. Please also note that it is not possible to split the checked baggage allowance into more pieces than those indicated in the fare conditions of the purchased ticket.

Information dedicated to travel agencies is available in the Agency Area, under the Travel Agency Info section.

Travel agencies can register on the website by filling out the form in the Agency Registration section. Once completed, a collaboration contract will be sent to you; this must be signed and returned to the email address tickets@neosair.it. After your account has been activated, you will receive a confirmation email containing your access codes.

If the booking is performed on-line by the website www.neosair.com, the confirmation of the flight time can be viewed in the "MY BOOKING" section by indicating the PNR available to you. If the booking has been performed by travel agency or by tour operator, the confirmation of the flight time can be directly required to them.

The price depends on the destination. You can find a complete table of the prices for the exceeding baggages into he section called: "Before leaving” + “Baggages”.

Check-in operators should always issue an invoice.

For Neos bookings, seat pre-assignment is possible directly at the time of booking or up to 4 days (96 hours) before the flight's departure by accessing the My Booking section with the booking code and the passenger's last name, or by contacting the chat service available on our website 24/7. For bookings made through a Tour Operator or travel agency, please contact their customer service directly. Alternatively, we remind you that seat selection is also possible during web check-in or at the airport check-in counters, subject to availability.

Boeing 787-9 Dreamliner

Boeing 737-8 MAX

Boeing 737-800

It's depends; it is possible to carry only two dogs in cabin, but they should be divided into two different cage, then each passenger can carry only one dog, while if the carriage is in allownace, then they can be both carry.

If the stroller falls within the allowed hand luggage dimensions (maximum size 55x40x20 cm), it can be loaded into the overhead locker instead of a cabin trolley.

The cradle of an infant can bring at most 12 kgs (by paying an amount equal to 25 pounds).

An infant is not entitled to the baggage allowance, rather there is the right to carry the pram.

They are only available on flights operated with Boeing 787-9 Dreamliner.

Absolutely no, the documents in fact should always be hold by the passenger and they always should be valid.

We are really sorry, but it is not possible to make the carriage for humanitarian aims.

In-flight catering is included on Neos flights (with few exceptions).

Depending on the flight duration, you'll be served at least a meal or snack.

Menus are prepared using fresh, high-quality ingredients.

Flight Type	Travel Class	Meal Service
Short haul	All classes	Sweet or savory snack and beverages (water, soft drinks, alcoholic drinks, tea and coffee).
Medium haul	All classes	One main meal with a hot or cold dish, appetizer and dessert, served with beverages (water, soft drinks, alcoholic drinks, tea and coffee).
Long haul – Economy	Economy	• One main meal with a hot or cold dish, appetizer and dessert. • A second service with a hot or cold snack. Both served with beverages (water, soft drinks, alcoholic drinks, tea and coffee).
Long haul – Premium	Premium	• Aperitif with prosecco and mixed nuts. • One main meal with a hot or cold dish, appetizer and dessert. • A second service with a hot or cold snack. All served with beverages (water, soft drinks, alcoholic drinks, tea and coffee).

Yes. On medium and long-haul flights, you can request a special meal — such as gluten-free, diabetic or vegan — when booking or through the My Booking section. On flights to the United States, additional options are available, including lactose-free, vegetarian and kosher meals.

Allergen information refers to the ingredients used in the recipes. However, our catering suppliers work in kitchens that also handle gluten-containing grains, shellfish, eggs, fish, peanuts, soy, milk, tree nuts, celery, mustard, sesame seeds, sulfur dioxide and sulphites, lupin and mollusks.

Despite strict hygiene and safety procedures, we cannot guarantee the complete absence of allergen traces due to potential cross-contamination.

Yes, you may bring your own snacks or food items on board, as long as they comply with airport security regulations (especially regarding liquids and gels) and customs restrictions at your destination.

We recommend avoiding perishable foods that require refrigeration or heating.

Meal service times vary depending on the duration and time of the flight. Generally, on medium and long-haul flights, a main meal is served after take-off, followed by a snack or breakfast service before landing.

Yes, Neos offers a selection of alcoholic beverages (wine, beer and light spirits) along with soft drinks, tea and coffee. Alcoholic beverages are included as part of the in-flight catering service, in compliance with regulations on alcohol consumption onboard.

Neos and its catering partners follow strict safety standards, but cannot guarantee that meals are completely free from allergen traces due to possible cross-contamination.

Yes, passengers may bring specific food items for medical or dietary reasons. Please note that any liquids must comply with security regulations (containers of up to 100 ml each).

Yes, on long-haul flights operated by Boeing 787 aircraft, an onboard sales service is available with a selection of snacks and beverages. You can make purchases directly through your personal entertainment screen, with credit card payment only.

No, web check-in with Neos is not mandatory, but it's a free and convenient option to make your departure smoother.

You can check in online from 48 to 3 hours before departure for bookings of up to 9 passengers.

If you have baggage to drop off, simply arrive at the airport at least 2 hours before your flight and hand it in at the dedicated Neos check-in counters.

Web check-in is not available:

• From/to Hamburg, Amman, Bamako, Dubai, Pointe-à-Pitre, Prague, Turin, Rimini
• On routes Milan Malpensa – Cairo and to/from Dakar (Senegal)
• On return flights to Italy from Tunisia
• For bookings with special services (unaccompanied minors or passengers requiring mobility assistance)

In all other cases, you can choose to check in online or proceed directly to check-in at the airport.