CUSTOMER QUALITY POLICY

Neos' quality policy is not about providing a rapid, ready-made answer, but rather accurately examining the reasons for the disruption, prompting the necessary measures to be taken to find the source of the disruption or passenger dissatisfaction. Neos, therefore, does not prioritise quick responses, but focuses on analysing the dissatisfaction of its passengers. Neos therefore undertakes to respond to passenger complaints within 30 days from the date of receipt of the same. If further investigations are necessary, we undertake to provide an answer within this time frame on the status of the analysis and confirmation of the information supplied. Passenger complaints can be sent directly to us through our website at the following link: www.neosair.com/en/information/customer-service

It is our policy to respond to all complaints from passengers, not to representatives who do not have a legal title.

Once a ticket has been paid for, Neos guarantees that, for the dates originally booked, no price increase will be applied compared to the price already paid. However, taxes and surcharges may be reduced or increased, resulting in either a refund or an additional payment. We therefore undertake not to advance a request for additional payment, with the exception of taxes and, where appropriate, will provide documents validating any such request.

Neos undertakes to promptly notify all passengers, whether at the airport or on board, of any delays, cancellations or changes in destination that it is aware of. Neos' Quality Policy aim to notify customers in advance about any possible anomaly, whenever possible and when provided with a valid telephone number and email address. Passengers can easily find information about arrivals and departures by visiting the Neos website or using the "Chat Assistance" service on the home page. In the event of cancellations or delays of longer than two hours occur, the customer is immediately informed and supplied with the documentation regarding their rights. We offer our assistance to our passengers, where local circumstances allow for it. In the event of a prolonged delay, if Neos is unable to arrange alternative transportation to the passengers' destination on the same day or within the next nine hours, the passengers will be provided with accommodation in affiliated facilities, if available. We are committed to providing all the necessary assistance to reduce the discomfort of passengers as a result of any delay or cancellation, as required by current EU legislation.

Neos is committed to ensuring that baggage is promptly delivered upon the passenger's arrival at their destination. In the event of any exceptional anomalies and when baggage fails to arrive at the destination, we make every effort to return it to the passenger within 24 hours for European flights, performing a reliable computer search, even when other international airlines are involved. Sometimes, however, it may take more than 24 hours for baggage to be returned due to various factors such as flight duration, frequency, customs and immigration procedures, or other reasons. In any event, the staff at the "Lost and Found" offices in the airports served by Neos will provide passengers with the necessary documentation. This includes a copy of the loss report, a form to be filled out with the contents of the luggage, information on compensation and liability, as well as a telephone number for the airport luggage service and instructions on how to access search results online. Customers can also access information on the location of lost luggage via the internet. When the customers baggage is found, we arrange for its delivery to the customer at our expense, as quickly as possible and to a convenient location.

For Neos flights, whether within the European Community or internationally, Neos' liability is based on the Montreal Convention pursuant to EC Regulation 889/2002. In case of anomalies in the return of baggage, the maximum liability of the airline is 1,519 SDRs (Special Drawing Rights) per person and per trip for delayed return of baggage, lost and/or damaged packages, regardless of the weight of the package itself. As soon as an anomaly with baggage is identified, we communicate to our passengers all information regarding its management and resolution. A full list of the limitations and exclusions of liability is contained in Neos' Conditions of Carriage. This information is also available in Neos' Lost & Found service information.

If a ticket has been purchased directly from Neos at a fare that entitles the passenger to a refund, Neos will refund the ticket as soon as possible. Refunds for purchases made by credit card are normally faster than for payments by cheque or cash. For tickets that do not allow for reimbursement, the cancellation fee is 100%, which includes any charges or expenses that were included in the ticket. In accordance with current legislation, internet purchases cannot be cancelled. Please note that the amount of time required for reimbursement could be longer if another airline is included in the ticket itinerary, necessitating a recalculation. The same applies to refunds to be made in countries subject to currency restrictions. Of course, Neos always strive to expedite the refund process. Any taxes and surcharges can be refundable if the ticket has not yet been used and local regulations allow for a refund.

Neos provides comprehensive assistance for transportation from the departure airport to the arrival airport, as well as at any layover destinations, for all passengers who require special assistance. Passengers who need dedicated assistance due to their physical condition must inform the airline when booking the flight or, at the latest, within 48 hours before the flight departure. Neos offers special services to these passengers, including wheelchair escort to and from the boarding gate, as well as assistance with boarding and disembarkation. Airport assistance in European Community countries is provided by a dedicated team of skilled airport employees. This ensures delivery of a particularly high-quality of service. A special booking must be made for children aged between 5 and 14 travelling unaccompanied. The booking must show their status as "unaccompanied minors". At the airport, they are entrusted to a Neos employee, or to an employee of the Airport Assistance Company, who will accompany them on board the aircraft or disembark them. On board, a crew member is responsible for assisting unaccompanied minors. They are entertained with toys and books during the flight. Upon arrival, Neos ensures that the minors are accompanied to a pre-determined location. They are then handed over to the individual(s) specified on the relevant service form, provided they present a valid identification document.

If there is a prolonged delay after passengers have been boarded or after the aircraft has landed, Neos will promptly provide comprehensive information on the causes of the delay and the expected duration as soon as the same is available. In such situations, Neos will provide meals, snacks and beverages, will ensure adequate air conditioning, and access to toilets simultaneously. If necessary, the first officer may allow passengers to use their mobile phones and laptops, in compliance with current safety regulations. While waiting on board, the entire crew will be constantly available to meet the needs and desires of each passenger.

In order to prevent delays and minimise waiting times, Neos has scheduled the opening of its check-ins with adequate advance notice, and by making web check-in available from 48 hours up to 3 hours before the flight's departure, from Italian and foreign airports where the service is available. We invite guests with special needs to go to the check-in desks in a timely manner.

Neos does not endorse overbooking. However, there may be situations where computer or airport errors result in overbooking. If this occurs, our airport employees take action to locate volunteers who are willing to give up their seats. In exchange, they will receive compensation in the form of cash or vouchers that can be used to purchase Neos tickets. These vouchers are valid for upgrades or waiving excess baggage fees. Of course, will ensure the protection of passengers who have voluntarily given up their seats. We will also offer them hotel accommodation if necessary and available.

In addition to their travel details, each passenger has the option to request detailed information about the Neos fleet, the configuration of the passenger cabin, seat sizes and the distance between the rows, as well as information on the transport conditions of Neos — to name just a few examples. Neos provides its passengers with the following details about their trip:

• scheduled departure and arrival time of the booked flight(s)
• departure and arrival airport/terminal
• expected number of stopovers
• any changes to the aircraft, terminal or airport
• terms and conditions of the fare booked
• name of the airline and number of the flight booked (if any other airlines are managing the route or part of it)
• expected duration of flights
• baggage allowance for checked baggage
• baggage allowance for carry-on baggage

It can occur that a flight with a Neos number (NO) is operated with a plane that is not a Neos aircraft. In general, Neos' policy is to use its own aircraft and its own standard of service in terms of quality and safety. However, if any aircraft in the Neos fleet is unavailable for any reason, a partner's aircraft may be used instead. Passengers will be notified promptly and provided with all relevant explanations. This occurs to minimise the discomfort of passengers deriving from non-programmable impediments to the operation of the designated airline.

Neos undertakes to offer all customers who book through affiliated travel agencies or on the Neos website the lowest available fare that applies to the selected dates, chosen route, and seat availability. If the passenger has not provided a detailed and specific booking request, they will be offered all available rates and solutions to choose from. With each request, Neos informs the customer about the flight fare and any additional surcharges and fees, along with detailed information about the costs and limitations of the currently available fares. However, it is possible that in certain cases, at the time the rate is communicated, there may be a lower rate available with fewer limitations through other channels.