The chat service "DO YOU NEED HELP?" is available 24 hours/24, 7 days/7 on the homepage of our website www.neosair.com
CHANGE DATE / NAME / DESTINATION
In your private Area - section MY RESERVATION - if the fare purchased allows it, you can change the reservation's date, destination / route, name up to 48 hours before the flight. The service may be subject to a fee depending on the fare rules indicated on your e-ticket.
SPECIAL SERVICES / ASSISTANCE
In your private Area - section MY RESERVATION – you can add any additional services not requested during the booking process for each reservation up to 48 hours before departure, subject to availability check, such as: pet transport, special baggage / sports equipment transport, and special boarding assistance requests.
However, the following services are subject to different timelines:
- Special meals, seat pre-assignment, and Weapons and Ammunition Transport Service: up to 4 days before flight departure;
- Postural aid assistance service: up to 72 hours before flight departure.
To request assistance, you can use the chat feature "NEED HELP?" available on the home page of the website www.neosair.com, active 24/7.
REQUESTS for TICKET DELIVERY / REPORTS related to the online payment procedure
Please contact the "NEED HELP?" chat function available on the homepage of www.neosair.com, active 24 hours a day, 7 days a week.
SENDING a COPY of a BANK TRANSFER as payment for a booking
Please send an email to tickets@neosair.it, specifying the booking number (PNR) in the subject line.
SCHEDULE CHANGES / DEPARTURE TIME CONFIRMATION / FLIGHT CANCELLATION
We invite you to review the flight schedules and any changes at least 48 hours before departure through the section of the website MY RESERVATION. You just have to insert the reservation code (PNR) and the surname of the passenger to view the reservation summary.
REQUEST OF BOOKING CANCELLATION for one of the following reasons:
- medical issues or other causes which prevent the passenger from travelling
- schedule changes or route changes communicated by the carrier
- voluntary cancellation in application of fare rules
In case you need to cancel your reservation, we invite you to log into your Customer Service area and to enter a ticket for Neos Customercare through the online form available at this link www.neosair.com/en/information/customer-service
CLAIMS AFTER THE FLIGHT
For the Customercare and/or Lost & Found service (loss / damage of your baggage) it is necessary to open a complaint by logging into your Customer Service area and entering a claim ticket through the online form available at the following link www.neosair.com/en/information/customer-service entering a valid claim ticket into your private Customercare area, you will also be able to monitor the status of your complaint.
NEOS VOUCHER: information for the use