Frequently asked questions

You can request changes to your booking in two ways:

• Online: log in to your account area at booking.netferry.com/Booking/FindMyReservation by entering your booking code and reference e-mail

• By e-mail: write to info@netferry.com stating your booking code, the change requested and a phone number where we can call you back

Every change involves:

• A fixed NetFerry fee of €25.00 per amended booking

• Any carrier penalties, which vary depending on the fare purchased

• The fare difference between the original and the new ticket, if the latter is more expensive

⚠️ Changes are not allowed on tickets purchased at non-amendable fares (e.g. special offers, early booking, last minute promos).

FAQ Category: Changes and cancellations

A name change (replacing one person with another on the same booking) is treated as an amendment and is subject to the rules of the ferry company and of the fare purchased:

• Flexible fares: change usually allowed for a small charge

• Standard fares: allowed but with a penalty

• Promo / non-amendable fares: name change not permitted

💡 If the problem is just a spelling mistake (e.g. a wrong letter in the surname), report it immediately to info@netferry.com: in many cases it can be corrected free of charge within 24–48 hours of purchase.

FAQ Category: Changes and cancellations

• To add passengers or vehicles: the change is always subject to availability on the sailing and in the accommodation. The added passengers or vehicles are charged at current prices, not at the original ticket's prices

• To reduce the number: this counts as a partial cancellation, and the fare's penalties apply to the people/vehicles removed

• In both cases: the fixed NetFerry fee of €25 per amended booking applies

FAQ Category: Changes and cancellations

The online booking system requires the same number of passengers/vehicles on the outward and return legs. If your needs differ:

• Make two separate bookings, each as a "one way"

• Alternatively, contact our call centre on +39 0831 564 257: we can help you set up two coordinated bookings

💡 In some cases, by booking two separate legs you may lose the return discount offered by some companies. We can check together which option works out better.

FAQ Category: Changes and cancellations

After every change confirmed by the company, you will receive a new e-mail with the updated ticket.

What to check in the new confirmation:

• New departure/return date and time

• New accommodation (cabin, seat)

• Updated number of passengers and vehicles

• New amount paid (including any differences)

• Booking code: it may change or stay the same, depending on the company

At the port:

• Present only the latest version of the ticket you received

• Previous versions are no longer valid

• If you printed the old version, bin it to avoid confusion

If you don't receive the new e-mail:

• Check your spam folder

• Make sure the change has been confirmed (in your account area or by e-mail)

• Write to info@netferry.com to have the ticket re-sent

FAQ Category: Changes and cancellations

If, after booking, you change the vehicle you will be travelling with (new car, different model, a family member's vehicle, etc.), it is important to let us know promptly.

How to proceed:

• Write to info@netferry.com with:

  1. Booking code

  2. New number plate

  3. Make and model of the new vehicle

  4. New dimensions (overall length and height)

  5. Then wait for the amendment confirmation

Possible costs:

• If only the plate changes (same vehicle category): usually free or a small charge

• If the dimensions change within the same fare band: free or a token charge

• If the dimensions move up a category (e.g. from a standard car to an SUV with a roof box): fare difference + €25 fixed NetFerry fee + any carrier penalties

If the new vehicle is smaller: as a rule, no refund of the difference is given.

⚠️ Do not turn up at the port with a vehicle different from the one declared without having notified the change: you may have to pay increased fare differences or be refused boarding.

FAQ Category: Changes and cancellations

Cancellation can be requested:

• Online from your account area

• By e-mail to info@netferry.com

What happens after the request:

• NetFerry forwards the request to the ferry company

• The company applies the penalties set by the fare purchased (they generally increase as the departure date approaches)

• The €25 fixed NetFerry fee is retained, plus any non-refundable ancillary services (e.g. Refund Guarantee, booking fees)

• The refund of the balance is processed within 20 working days of the request date

❌ Tickets bought as special offers, early booking or non-amendable promotions are generally non-refundable.

FAQ Category: Changes and cancellations

Refund times consist of two stages:

• NetFerry processing: within 20 working days of the request date, once the cancellation confirmation has been received from the company

• Actual bank credit: an additional 5–10 working days, depending on the technical times of your bank or payment network

The refund is made to the same payment method used at the time of booking (credit card, PayPal, etc.). It is not possible to request the refund to a different method or account.

FAQ Category: Changes and cancellations

NetFerry booking fees are the consideration for the online travel agency service:

• Searching and comparing routes and companies

• Technical handling of the booking

• Ticket issue

• Pre- and after-sales assistance

As this is a service already provided at the time of booking, the fees are non-refundable in case of cancellation, amendment or no-show. The same applies to the cost of the "Prenota Sereno" Guarantee, if purchased.

FAQ Category: Changes and cancellations

Cancelling for personal reasons is always possible, but the conditions depend on whether you have the "Prenota Sereno" Refund Guarantee:

Without the Guarantee:

• The company's standard penalties apply

• Within 24–48 hours of departure, penalties can reach 100% of the ticket

With the "Prenota Sereno" Guarantee:

• You recover up to the amount of the ferry ticket

• A flat 15% deduction applies

• Excluded: the cost of the Guarantee and the booking fees

• Only for unforeseen, documentable events (illness, injury, redundancy, etc.)

FAQ Category: Changes and cancellations

If the ferry company cancels or significantly delays the sailing, you are entitled (EU Reg. 1177/2010) to:

• Free re-routing on the next available sailing, or

• A full refund of the ticket within 7 days

• Assistance at the port (meals, drinks, overnight accommodation where needed) for delays of more than 90 minutes

• Compensation of 25% to 50% of the ticket price for arrival delays beyond certain thresholds

What to do:

• Contact the company immediately, at the port or by phone

• Keep your ticket and every receipt for expenses incurred

• Write to info@netferry.com: we can support you with the refund claim

ℹ️ NetFerry acts as an intermediary: responsibility for the transport lies with the carrier. We cannot issue refunds on the company's behalf, but we act as a go-between to speed up the procedure.

FAQ Category: Changes and cancellations

Ferry companies may change timetables, ship or route for operational, technical or weather reasons. In these cases:

• The ferry company notifies the passenger of any change by message or e-mail.

• The ticket remains valid on the new sailing

• If the change is substantial (change of date, significant delay, change of port), you are entitled to choose between:

  • Accepting the change

  • Requesting re-routing on another equivalent sailing

  • Requesting a full refund

⚠️ NetFerry passes your contact details on to the ferry company and is therefore not required to notify the passenger of any changes: the shipping operator is solely responsible for communicating with the passenger. Always check your e-mail (including the spam folder) in the days before departure for any service communications.

FAQ Category: Changes and cancellations

Failure to board for reasons attributable to the passenger (running late, traffic, forgotten documents) is treated by ferry companies as a no-show:

• The ticket is automatically cancelled

• As a rule, no refund is given

• You must buy a new ticket for the next sailing, subject to availability

What you can try:

• Go immediately to the company's ticket desk at the port

• In some cases, if there is availability on a later ship, the company may offer a paid re-routing with a supplement

• The decision is at the discretion of the company's staff

FAQ Category: Changes and cancellations

Prenota Sereno is an optional service that gives you greater protection against the unexpected:

• It is not an insurance policy, but a NetFerry contractual guarantee

• It extends the companies' standard refund conditions

• It applies only to unforeseen, documentable events occurring after purchase

What it refunds:

• The cancellation penalties applied by the company and by NetFerry

• Up to the amount of the ferry ticket

• Less a 15% deduction on the refundable amount

• Excluding the cost of the Guarantee itself and the booking fees

FAQ Category: Changes and cancellations

Covered events (summary):

1. Health:

• Illness, injury or death of the booking holder or of a close family member

• The same events affecting the only travelling companion on the same booking

• The same events affecting the sole business partner/co-owner of a professional activity

2. Work:

• Redundancy or suspension from work (temporary lay-off schemes)

• New employment under an employment contract signed after the purchase

3. Property:

• Serious damage to your home or business premises (fire, flood, burglary)

• Natural disasters declared by the authorities

4. Legal:

• Non-deferrable summonses from the judicial authorities (witness, defendant, jury service)

5. Vehicle:

• Accident involving, or breakdown of, the vehicle in the 48 hours before departure

Everything must be documented with certificates, official deeds or reports.

FAQ Category: Changes and cancellations

Main exclusions:

• Events other than those listed among the covered events

• Situations already known or foreseeable at the time of purchase

• Chronic or pre-existing illnesses, mental health disorders, events linked to substance abuse

• Medical procedures already scheduled before the purchase

• Cancellations linked to pregnancies already under way at the time of booking

• Missing or expired travel documents

• Strikes, carrier insolvency, acts of terrorism, declared epidemics/pandemics

• Booking errors or failure to meet deadlines

• Claims supported by false or altered documents

The full text of the "Prenota Sereno" Terms and Conditions always prevails.

FAQ Category: Changes and cancellations

Step-by-step procedure:

Step 1 — Cancel the booking

• Log in to "My booking" on www.netferry.com

• Cancel following the procedure: the system generates the penalty

• The cancellation is final: tickets cannot be reactivated

Step 2 — Send your claim within 14 days of the event

Send an e-mail to prenotasereno@netferry.com with:

• Name and surname of the booking holder

• Booking code

• A detailed description of the event

• Supporting documents (medical certificates, deeds, reports, etc.)

Step 3 — Additional documents within 30 days

If NetFerry requests additional documents, they must be sent within 30 days of the request.

⚠️ You forfeit the right to the refund if:

• You do not send your claim within 14 days of the event

• You do not send the additional documents within 30 days

• You do not cancel following the set procedure

• You submit false documents

FAQ Category: Changes and cancellations

You can buy the "Prenota Sereno" Guarantee:

• At the same time as booking the ticket, or

• Within 24 hours of buying the ticket, provided there are at least 48 hours before departure

It cannot be bought:

• If the ticket has already been partly used

• If the booking is in the process of being cancelled

• After the event preventing the trip has already occurred

To add "Prenota Sereno" after buying the ticket, contact info@netferry.com within the 24-hour window.

FAQ Category: Changes and cancellations