Claims
For the presentation of any complaints, you can use the following channels:
You can send your complaint in Italian and in English.You can also lodge the complaint using the appropriate form downloadable from this page in a printable format (click here) or in paper format at the ticket offices and on board the ships.
If you decide not to use the appropriate form, we remind you that the complaint must contain the following minimum elements:
identification references of the user (name, surname, contact details) and of any representative, attaching in this case the proxy and a user identity document.
The identifying references of the trip made (date, time of departure, origin and destination) and of the transport contract (booking code or ticket number).
The description of the inconsistency of the service, detected with respect to one or more requirements defined by European or national legislation, by the general conditions of transport or by the service charter.
How it works
The user has the right to receive automatic compensation, commensurate with the ticket price, referable to the transport service, to an extent not less than:
Compensation is not due in cases where:
- the amount is less than 6 euros;
- the complaint was not sent by the user in the manner, minimum elements and timescales provided for in this document;
- the user has already been paid compensation referred to in the previous points, relating to a complaint concerning the same trip.
The organization responsible for implementing the regulation on the rights of passengers traveling by sea and inland waterways, designated in Italy, is:
Transport Regulatory Authority
Via Nizza 230, C.A.P. 10126 Torino
Phone: +39.011.19212.500
E‐mail: art@autorita‐trasporti.it
PEC: pec@pec.autorita‐trasporti.it
For more information on the conditions required to submit a complaint to the Authority click here Click here
Claim form
Claim form
1 MBFill out the form to submit a complaint
Address to write to
Ordinary mail
Gruppo Caronte & Tourist
Via Ing. Giuseppe Franza, 82
98121 Messina - Italy
