CUSTOMER SERVICE PLAN

Neos S.p.A. (“Neos”) is committed to providing the highest possible customer experience to each of our passengers.  In accordance with DOT regulations, we will provide the following services to our customers on all of our scheduled flights to and from the United States:

Notification of the Lowest Fares

When a customer inquires about a fare or makes a reservation by calling our reservation center, visiting our website, or speaking to a representative at one of our ticket counters, we will inform them that the lowest fare offered by us on a particular ticket may be available elsewhere if that is in fact the case.

Notification of Flight Delays, Cancellations, and Diversions

We will endeavor to notify ticketed passengers and the public if the status of a flight changes.  A change in the flight’s status is a cancellation, diversion, or a delay of more than 30 minutes.  We will notify passengers and the public of any flight status changes within 30 minutes of learning of the change through all means available to us.  If we become aware of additional changes to a flight’s status, we will notify passengers and the public within 30 minutes of learning of the additional change.  We will also provide flight status information to passengers in the flight’s boarding gate area at a U.S. airport, through our telephone reservation system, and also upon inquiry from any person.

To the extent that flight status displays or other informational displays at the U.S. airport where the flight has been delayed, cancelled, or diverted, are controlled by us, we will use those displays to notify customers of the flight’s status change within 30 minutes of learning of the change.  If the display system is airport-controlled, we will provide airport authorities with the necessary information within 30 minutes of learning of the change.

On-Time Delivery of Baggage

We will make every possible effort to ensure that your bags travel on the same flight as you.  If your baggage does not arrive with you, you should file a missing baggage claim prior to leaving the airport, as this will help us locate your baggage and also allow us to explain the baggage recovery process to you. 

Should your baggage be mishandled, we will make every effort to promptly return your baggage.  When your missing baggage is located, we will return it to you at your local address.  If you have expenses because of such delays and are eligible to receive compensation under applicable treaties or Conventions, we will compensate you for reasonable and necessary expenses as required.

If you paid a fee to transport baggage and the baggage is subsequently lost or delayed by 15 hours or more, we will refund the fee you paid, as required by applicable law or regulation.

Allow Customers to Keep and/or Cancel Reservations for 24 Hours

When you make a reservation with us, we will either hold your reservation at the quoted fare without payment for 24 hours or allow you to cancel your reservation without penalty for 24 hours, so long as you make the reservation at least one week prior to the flight’s departure.  If you have questions regarding these polices, please speak to a Customer Service Representative.

Prompt Ticket Refunds

We will do our best to process eligible refunds in the time frames listed below, although refunds cannot be processed until we receive all necessary information from the passenger and some tickets are not refundable.  In certain circumstances such as flight cancellations and oversale situations, we will, if required by law or regulation, refund fees charged to a passenger for optional services that the passenger was unable to use.

For all eligible tickets purchased within the U.S. by a passenger using a credit card, we will provide refunds within seven (7) business days of receipt of all required refund information from the passenger.  (It may take credit card refunds multiple billing cycles to appear on your credit card statement.  Please contact your credit card company to ensure the refund was properly processed.)  Tickets purchased with a check or cash will be refunded within 20 business days of our receipt of all required information from the passenger.

Refunds for electronic tickets can be obtained by contacting our Reservations department or through our website.  All other refund requests should be sent to us at:

Neos Customer Relations Department

Via della Chiesa, 68

21019 Somma Lombardo (VA) – Italy

E-mail: customercare@neosair.it

Cancellations, Significant Changes, Baggage Delays, Ancillary Services Not Provided on Flights to/from the United States

U.S. regulations may entitle you to different or additional rights or remedies from those set out above, or in our General Conditions of Carriage and Conditions of Contract, if we:

• Cancel your flight;
• Make a significant change to your flight;
• Are delayed in delivering your baggage, in some cases;
• Do not provide ancillary services for which you paid.

If you are eligible for a refund, we will make every effort to provide refunds to you as set out below.

• We will issue the refund to you as follows:
  • For tickets purchased with a credit card by U.S. residents, or in the US by non-US residents, for Neos flights to, from, or through the US, we will instruct the credit card issuer to provide a refund within 7 business days after we receive required refund information. Refunds for purchases in the US of Neos flights to, from, or through the US by any other means, including cash, cheques, or MCOs, will be issued within 20 calendar days after we receive required refund information.
  • For credit card refunds, we will notify the credit card issuer as described above, but when the refund is credited to your credit card account depends on the cut-off date set by the card issuing bank. It is not unusual for the refund credit to appear in the succeeding monthly credit card statement. You may verify the refund receipt directly with your card issuing bank.
  • If the ticket is purchased through a travel agent, the ticket refund should be processed by the same travel agent.
• “Significant change” means a delay or change in flight itinerary where, as a result of the delay or change, you are:
  • Scheduled to depart from the origination airport six hours or more earlier than the original scheduled departure time;
  • Scheduled to arrive at the destination airport six hours or more after the original scheduled arrival time;
  • Scheduled to depart from a different origination airport or arrive at a different destination airport;
  • Scheduled to travel on an itinerary with more connection points than that of the original itinerary;
  • Downgraded to a lower class of service; or
  • An individual with a disability and are scheduled to travel through one or more connecting airports different from the original itinerary or are scheduled to travel on a substitute aircraft on which one or more accessibility features needed by you are unavailable.
  • An individual in the same reservation as an individual with a disability who does not want to continue to travel without the individual with a disability when:
    • The individual with a disability is downgraded to a lower class of service that results in one or more accessibility features needed by the individual becoming unavailable.
    • The individual with a disability is scheduled to travel through one or more connecting airports that are different from the original itinerary.
    • The individual with a disability is scheduled to travel on a substitute aircraft on which one or more accessibility features available on the original aircraft needed by the individual are unavailable.
• If we cancel your flight or make a significant change to your flight, we will, at your option, do one of the following:
  • Carry you on our next available flight if space is available without additional charge. Where necessary, the validity of your ticket will also be extended;
  • Re-route you on one of our flights at no additional charge. If the fare and charges for the revised routing are lower than what you have paid, we shall refund the difference;
  • Provide a travel credit, voucher, or other compensation; or
  • Refund your ticket.
• If we are delayed in delivering your baggage, we will refund you the fees for your checked-in baggage if the baggage is delayed by:
  • More than 15 hours of your flight arriving at the gate and your filing of a mishandled baggage report, for flight segments between the United States and another country which are 12 hours or less.
  • More than 30 hours of your flight arriving at the gate and your filing of a mishandled baggage report, for flight segments between the United States and another country which are more than 12 hours.
• If you purchased ancillary services (e.g., Wi-Fi, onboard food and beverage), but we did not provide them, we will refund you the fees you paid for any unprovided ancillary services.

Proper Accommodation of Customers with Disabilities and Special Needs

On covered flights, we will comply with all requirements of the DOT disability rules contained in 14 C.F.R. Part 382.  Interested customers can obtain a copy of Part 382 from the DOT by any of the following means:

• For calls made from within the United States, by telephone via the Toll-Free Hotline for Air Travelers with Disabilities at 1 (800) 778–4838 (voice) or 1 (800) 455–9880 (TTY).

• By telephone to the Aviation Consumer Protection Division at 1 (202) 366–2220 (voice) or 1 (202) 366–0511 (TTY).

• By mail to:

 

Office of Aviation Consumer Protection

            U.S. Department of Transportation,

            1200 New Jersey Avenue, SE

            Washington, DC 20590

• On the Office of Aviation Consumer Protection’s website: (http://www.transportation.gov/airconsumer)

Proper Accommodation of Customers’ Needs During Extraordinary Delays

When one of our flights experiences a lengthy tarmac delay, our “Contingency Plan for Lengthy Tarmac Delays” will be activated to ensure our customers’ needs are met during the delay.

You can view our Contingency Plan for Lengthy Tarmac Delays at: www.neosair.com

Oversales

If a flight departing the U.S. is overbooked and more passengers with confirmed reservations are present at the gate for departure than can fit on the aircraft, our representatives will request volunteers to give up their seat.  Volunteers will be compensated and booked on an upcoming flight.  If enough passengers do not volunteer, we will be forced to deny boarding involuntarily in accordance with our boarding priority rules.  We will treat passengers who are involuntarily “bumped” with fairness and consistency and in accordance with applicable DOT regulations.  In most cases, passengers who are involuntarily denied boarding on covered flights are entitled to compensation under U.S. law.  If you have questions or would like additional information on our overbooking policies and the compensation due to passengers who are involuntarily denied boarding, please review our Conditions of Carriage or speak to one of our Representatives.

Disclosure of Travel Policies that may Affect Our Customers’ Travel

Information on our cancellation policies, aircraft seating configuration, and lavatory availability is available on our website.  This information is also available by contacting a member of our reservation staff via email (customercare@neosair.it).

Notification of Itinerary Changes

We will do our best to notify you as quickly as possible of any changes in your travel itinerary.  If you have a question about an upcoming flight, please contact us at customercare@neosair.it.

Responsiveness to Customers’ Complaints

If a passenger has an unsatisfactory experience on one of our flights or with one of our employees, they may file a complaint with our Customer Relations Department.  Every customer complaint will be read by a member of our staff and acknowledged in writing within 30 days of the complaint’s receipt.  If our initial acknowledgement does not fully address the concerns raised by the customer, we will send a substantive written response to the customer within 60 days.

Customer Relations can be reached immediately by contacting a customer service representative at customercare@neosair.it.

You can also visit our website at: www.neosair.com

Or you can write to us through the U.S. Mail, and should send your letters to:

Neos Customer Relations Department

Via della Chiesa, 68

21019 Somma Lombardo (VA) – Italy

E-mail: customercare@neosair.it

We have also developed and staffed a position solely responsible for monitoring flight delays, cancellations, and lengthy tarmac delays and determining how these events impact our passengers on an individual basis.

Mitigation of Inconveniences that Result from Flight Cancellations and Diversions

When one of our flights is cancelled and you miss a connection, we offer various services to mitigate any inconvenience you may experience.  

In the event of a cancellation or significant delay, we will do our best to reroute you on our next flight with available seats. If one of our flights is forced to divert, we will try to inform you before departure if a diversion is possible and if the decision to divert is made after takeoff, a member of our flight crew will inform you.  If your diverted flight is diverted and then cancelled, we will try to reroute you on another flight as soon as possible.

Legal Notice

This Customer Service Plan does not create contractual or legal rights, nor legally bind Neos for actions taken in conformance with this plan.  Neos’ contractual rights and obligations are listed in the company’s conditions of carriage and applicable tariffs.  These resources provide customers with additional information on the matters discussed herein and should be carefully reviewed to ensure that customers fully understand their rights and our obligations.