Frequently asked questions
NetFerry Srl is an online travel agency specialising in the sale of ferry tickets, based at C.so Garibaldi, 112 — Brindisi, Italy (VAT no. 02398840740).
What we do:
We compare offers, timetables and fares from hundreds of ferry companies
We issue tickets and manage the booking
We provide pre- and post-sale assistance
Important:
We operate as intermediaries
The contract of carriage is between you and the ferry company (carrier)
For cancellations, delays and the quality of on-board service, responsibility lies with the carrier
NetFerry assists you as a contact and facilitation channel
FAQ Category: Useful information
Reliability:
NetFerry Srl operates as a duly registered travel agency
Registered office: C.so Garibaldi 112, Brindisi, Italy
VAT no. 02398840740
Payment security:
Transactions over an HTTPS/SSL connection
3D Secure authentication (Verified by Visa, Mastercard Identity Check)
Card details are handled by PCI-DSS certified gateways
NetFerry does not store full card details
Privacy:
Personal data is processed in compliance with the GDPR (EU Regulation 2016/679)
For details, see our Privacy Policy
FAQ Category: Useful information
The rights of maritime passengers in Europe are guaranteed by Regulation (EU) No 1177/2010:
Right to timely information on cancellations and delays
Free re-routing or a refund in the event of cancellation/significant delay
Assistance at the port for prolonged delays
Compensation of 25% to 50% of the ticket price for arrival delays beyond set thresholds
Free assistance for people with disabilities or reduced mobility
Right to complain within 2 months of the incident
How to complain:
First step: write to the ferry company following the procedure set out in its conditions
Second step (if unresolved): contact the Italian Transport Regulation Authority (ART)
FAQ Category: Useful information
You can contact NetFerry directly for:
Ticket issuing errors attributable to our platform
Problems with the website or booking system
Shortcomings in our customer service
Complaints about invoices or administrative matters
How to contact us:
E-mail: info@netferry.com
Phone: +39 0831 564 257 (Mon–Fri 9am–1pm / 3.30pm–8pm, Sat 9am–1pm, Italian time)
Post: NetFerry Srl, C.so Garibaldi 112, Brindisi, Italy
For transport problems (delays, quality of on-board service, damage to luggage), the complaint must be submitted to the ferry company: we can help you as an intermediary.
FAQ Category: Useful information
The ADR (Alternative Dispute Resolution) procedure is an out-of-court dispute resolution system provided for by Italian Legislative Decree 130/2015 (which implements European Directive 2013/11/EU).
How it works:
Before starting the ADR, you have made a formal complaint to NetFerry or the ferry company (to info@netferry.com) without a satisfactory resolution
Once the response deadlines have passed, you can turn to an ADR body listed in the official registers
A neutral conciliator helps the parties reach an agreement
Advantages of the ADR procedure:
Lower costs than a lawsuit
Faster timescales (generally 90 days)
Confidentiality of the procedure
The agreement reached is contractually binding between the parties
Failure to reach an agreement does not prejudice your right to go to court
Alternative: the European ODR platform
For cross-border disputes you can use the European Commission's ODR (Online Dispute Resolution) platform: ec.europa.eu/consumers/odr
For disputes relating to the transport itself (delays, cancellations, quality of on-board service), competence lies with the Italian Transport Regulation Authority (ART): responsibility rests with the ferry company, not NetFerry.
ℹ️ You will find the relevant ADR body and the detailed procedures in our General Conditions.
FAQ Category: Useful information
General customer service:
📞 +39 0831 564 257
Monday – Friday: 9am–1pm / 3.30pm–8pm (Italian time)
Saturday: 9am–1pm
✉️ info@netferry.com
Dedicated e-mail addresses:
Group travel: gruppi@netferry.com
Freight and cargo: cargo@netferry.com
Prenota Sereno Refund Guarantee: prenotasereno@netferry.com
Administration: amministrazione@netferry.com
Post: NetFerry Srl, C.so Garibaldi 112, 72100 Brindisi, Italy
Social media:
FAQ Category: Useful information
The NetFerry newsletter keeps you up to date on offers, seasonal promotions, exclusive discount codes and industry news.
How to subscribe:
Go to the bottom of the www.netferry.com home page, in the dedicated section
Enter your e-mail address
You will receive a subscription confirmation e-mail (double opt-in for GDPR compliance)
Click the confirmation link in the e-mail
You can also subscribe while booking: the passenger details form has a checkbox to consent to promotional communications by e-mail and WhatsApp.
How to unsubscribe:
There are two ways:
The "Unsubscribe" link at the bottom of every newsletter e-mail: one click and you are removed
E-mail to customer service: write to info@netferry.com with the subject "Newsletter cancellation" and the address to remove
What you will receive:
1–2 e-mails per month in low season
2–4 e-mails per month in high season
Exclusive discount codes (occasionally)
News on new routes and companies
Privacy and data processing:
Subscription is free and involves no obligation to buy
Data is processed in compliance with the GDPR
We do not share your address with third parties
You can exercise your rights (access, rectification, erasure) by writing to info@netferry.com
See our Privacy Policy for details.
FAQ Category: Useful information
Traveller feedback is essential for NetFerry: we read every review and use the suggestions to improve our service.
Where to leave reviews:
1. Trustpilot (verified review platform)
After booking, you will receive an e-mail inviting you to leave a review; please remember to review the booking service, not the service provided on board.
Star rating (1–5) + free text
2. Google Business Profile
Search for "NetFerry" on Google Maps or Google Search
Click "Write a review"
3. Facebook
Go to facebook.com/NetFerryIT
Reviews section or posts on the page
4. Instagram
Tag @netferry_ in your travel posts
Use the hashtag #netferry to share your experience
Private feedback for NetFerry:
If you prefer to give private feedback (for example to report a specific problem not yet resolved), write to info@netferry.com. Your comments help us improve.
Negative reviews:
We read them all carefully
We contact you to understand what went wrong and look for solutions
If the problem concerns the on-board service (the company's), we act as an intermediary for the complaint
💡 Your reviews help other travellers choose with confidence and help us keep improving. Thank you!
FAQ Category: Useful information