Français 
Italiano
English
Deutsch
Hrvatski
COMPLAINTS AND SUGGESTIONS
Welcome to the area SNAV S.p.A. – Customer Care
Dear Customer, if you have a ticket with SNAV and you have suggestions to improve the quality of services offered or you wish to transmit a complaint or indemnity request in case of delayed arrival to the destination port (art. 18 of EU Regulation no. 1177/2010) please fill out the form below and send it to our customer care
Or alternatively you can download the form clicking the following this link and send it as follow:
- by email to customercare@snav.it;
- by registered letter with acknowledgement of receipt to SNAVp.A. – Ufficio Legale, Stazione Marittima, Molo Angioino, 80133, Napoli
- pec ufficiolegalesnav@pec.it;
accompanied by a copy of delegation of any other passengers, copy of valid identity document of the passenger and of the person submitting the complaint on his/her behalf, a copy of ticket and / or boarding pass and any supporting documents.
The complaint relating to the assessment of infringements of Regulation (EU) No 1177/2010 shall submit it within 2 months from the date on which the service was performed or when a service should have been performed (Regulation (EU) No 1177/2010 art 2 ).
Luggage damages: passengers have the duty to immediately notify the crew, before or upon landing. Failure to report visible damages to luggage will void the rights set forth by art. 412, 435 of the Navigation Code and EC Regulation 392/2009. Only in case of not visible damages or luggage loss, the passenger shall prevent a written claim within fifteen days from the landing date or from the date the luggage was returned or expected to be returned (art. 15 of EC Regulation 392/2009).
Consumers may also make a claim for other services (i.e. restaurant etc) by sending a recorded delivery letter (with notification of receipt) no later than ten working days after returning to the point of departure (Article 98 Consumer code).
Accidents or damages suffered by people or things must be reported immediately to board officials on the ship where they occurred.
The contract is regulated by transport conditions attached to the ticket and published on web site snav.it in compliance with existing law (Navigation Code and subsequent amendments and additions; EC Regulation 392/2009; Regulation (EU) No 1177/2010; Regulation (EU) No2016/679 ecc.).
For info concerning the rights of passengers when travelling by sea and in inland waterway, pursuant to Regulation (EU) n. 1177/2010, please visit :
https://www.autorita-trasporti.it/trasporto-via-mare-e-per-vie-navigabili-interne/
We inform our customers that the passenger who finds deficiencies or irregularities in the service rendered by the Company, can lodge a complaint with the Company SNAV S.p.A. – Stazione Marittima – Molo Angioino 80133 Naples. After 60 days from sending the complaint, without having received a reply from the Company, the passenger can contact the Transport Regulation Authority, pursuant to Regulation (EU) n. 1177/2010, concerning the rights of passengers when travelling by sea and inland waterways and he can send the complaint as follow:
- by computerised complaint handling system (SiTe)
- by registered letter with acknowledgement of receipt to Autorità di Regolazione dei Trasporti – Via Nizza n. 230, 10126 – Torino
- by email to art@autorita-trasporti.it
- by pec pec@pec.autorita-trasporti.it
In the absence of a reply from the Company, after 60 days from sending the complaint in the manner indicated above the passenger shall be entitled to receive an automatic compensation of the ticket price under Measure 5 of the Decision No 83/2019
