Complaints

Every day we work to provide our passengers with the best possible travel experience. If we have not met your expectations, you can submit a complaint in Italian or English, within 2 months from the date on which the service was provided or should have been provided, using one of the following methods:

  • The online form
  • The complaint form available here, at ticket offices or from onboard officers, then submit it through our service channels or send it by registered mail with return receipt to: Alilauro Gru.So.N. S.p.A., Via Luigi De Maio 45, 80067 Sorrento (NA), Italy
  • Orally at the ticket office, customer service or our booking office. In this case, one of our operators will record the complaint details.

For your complaint to be processed, please attach a copy of your travel ticket and keep the original document.
Complaints must include at least the following information:

  • The identification details of the passenger (first name, last name and contact details) and of any representative; in this case, the authorisation and a copy of the passenger’s identity document must be attached;
  • The details identifying the journey (date, departure time, origin and destination) and the transport contract (booking code or ticket number);
  • A description of how the service failed to comply with one or more requirements established by European or national legislation, the general conditions of carriage or the service charter.

The complaint is considered received:

  • For complaints submitted by email or through the website, the date of receipt is the same as the date of submission.
  • For complaints sent by registered mail, the complaint is considered submitted on the posting date and received on the date it is delivered to ALILAURO GRU.SO.N. S.P.A.;
  • For complaints delivered by hand to the offices of ALILAURO GRU.SO.N. S.P.A., the complaint is considered submitted and received on the delivery date, which must be stated on the relevant receipt.

If no response is provided within 2 months, you may decide:

  • To use out-of-court dispute resolution procedures;
  • To submit a second-level complaint to the Italian Transport Regulation Authority, in accordance with its procedures;

Measure 5 of Resolution No. 83/2019 of the Italian Transport Regulation Authority provides for automatic compensation in the following cases:

  • When a response is provided between the 61st and 90th day after the complaint is received, the passenger is entitled to automatic compensation equal to 10% of the ticket price;
  • When no response is provided within 90 days after the complaint is received, the passenger is entitled to automatic compensation equal to 20% of the ticket price.

Automatic compensation is not due when:

  • The amount is less than 6 euros;
  • The passenger did not submit the complaint using the required methods, minimum information and time limits;
  • The passenger has already received automatic compensation for a late or missing response to a complaint concerning the same journey.

Only after submitting a complaint to Alilauro, if you consider the response unsatisfactory or if 60 days have passed without a response, you may submit a second-level complaint to the Italian Transport Regulation Authority (ART) through its online complaint system (SiTe), available at www.autorita-trasporti.it or by sending the specific complaint form, available on the ART website, to Via Nizza 230, 10126 Turin, Italy, or by email to pec@pec.autorita-trasporti.it.