With its own fleet of Boeing 737-800, Boeing 737-8 and Boeing 787-9 Dreamliner and more than 900 thousands of passengers a year, Neos is one of both Italian and European leader in charter sector. In order to offer the best attention possible to the needs of our passengers, high quality care we dedicate to the Customer Care.
Constant growing of the number of passengers and of destinations guaranteed by Neos for its own passengers and Tour Operator, represents a constant boost to improve always the customer service. Together with the security of our flights, our attention is aimed to the quality increasing of the services, both on board, and in ground.
In this case, Total Quality Programme of Neos's Customer Care service represents a strong point. An evident commitment has been studied and documented in order to supply to our passengers more detailed and clearer information about which they could look forward from Neos, especially in partcular situation.
With the Customer Care, Neos voluntarily assumes a commitment to assist its own passengers throughout in all the phases of journey, from the booking to the arrival at final destiantion.
The commitment taken by Neos can be divided into the following points explaining in details our Policy of Quality and they allow to intervene on different aspects where the expectations of our customers had been diregarded:
- Prompt and effective answer to customer complaint
- Maintaining of offered fare after the payment of flight's price
- Information to our passengers in case of delays, deletions or changes of known destinations
- Punctual delivery of the baggage at the arrival
- Liability in case of baggage damages
- Warranty of phone bookings reservation and the cancellation
- Prompt reimbursement of the ticket
- Special assistance on passenger’s request
- On board assistance in case of long delay
- Measures to facilitate check-in procedures
- Reduction of passengers rejected at the check-in due to overbooking
- Information on services and conditions offered by Neos
- Information on Neos codeshare partners
- The most convenient available offer
Prompt and effective answer to customer complaint
Neos tries to answer its customer’s complaints within 14 days upon the receipt of the claim.
When researches are needed, it is difficult to respect such term. In this cases we give the Customer a preliminary answer in which we confirm the reception of the compliant and we give explanation about the delay.
Customer’s complaints can be send directly to Neos through the web site, or also by fax and e-mail.
It is Neos policy to answer all the claims received.
Specific guidelines for the complaint management guarantee a high quality level.
[TOP]Maintaining of offered fare after the payment of flight's price
Once the ticket has been paid, Neos guarantees which, for the originally booked fare, no increasing compared with the price will be applied. Taxes and supplements could however be subjected to reduction or increasing, with consequent supplemental refund or payment. Neos then commits to not proceed with the request of supplemetary price a part form for the taxes and, eventually, against documents proving the same request.
[TOP]Information to our passengers in cases of delays, deletions and changes of known destinations
Neos commits to inform immediately all the passengers at the airport and on board about delays, deletions and changes of known destinations about which it knows something.
Neos Quality Policy schedules, where possible and whether customer's valid telephone number is available, he/she will be informed in advance about each possible anomaly.
The passenger can obtain information about the arrivals and the departure by calling Neos's Call Center, by consulting Neos's web site or by its own local representatives
Where deletions and delays superior than 2 hours should be verified, the customer will be in advance informed and the documentations concerning with one own rights will be delivered. Whether the delay, or the deletion, is caused from a war, the weather, a prolonged strike of the air-traffic controllers or other events concerning with the so called "acts of God"and they should extended into more than 3 hours, Neos would offer its own assistance to the passengers, where local circumstances allow it. In case of prolonged delay and whether Neos, even using alternative mean of transportation, is not able to organize the transportation of passengers in the same day or within the following 12 hours, the passengers will be hosted, whether available, in agreed structures. Neos commits to supply all necessary assistance to reduce passengers' disconfort due to each delays or deletions as scheduled from community law in force.
[TOP]Punctual delivery of the baggage at the arrival
Neos commits with each its onw effort to guarantee a punctual delivery of the baggage of the passenger at the arrival .
Whether, in particular cases, anomalies occur and the baggage is not available at the arrival, Neos commits, by performing an efficient research by computer even of other International airlines, to give back, concerning with European flights, the baggage to the passenger within 24 hours. The restitution of baggage sometimes could require more than 24 hours for several reasons (duration of flight, frequency, customs procedures and immigration and so on).
In each case, the employee of ¨Lost and Found¨ airport office with the stopovers served from Neos will deliver to the passenger necessary documents: that is a copy of missing document, a module to fill with the contents of the baggage, information about refunds and responsabilities, together with a telephone number of service for the baggage of the airport of the airport and the information to access by Internet to the results of the research. For the reclaims of missing baggages presented it is however possible to call directly the phone number of Lost and Found office of Neos in Malpensa for any type of information.
The customer can access to the information on the basis of the information aboaut the position of missing baggage even by Internet. Once the baggage has been refound, Neos will organize the hard way delivery to the owner as before as possible
[TOP]Liability in case of baggage damages
For Neos flights inside and outside the European community, Neos liability is based on the Montreal Convention pursuant to the EC Regulation 889/2002.
In case of mishandled baggage, the maximum liability of the carrier is of 1000 SDR (Special Drawing Rights) (equal to more or less 1200 euros) per person not depending from the weight of the baggage.
In case of mishandled baggage our passengers will be given all the necessary information. You can find a complete list of all the liability limitations and exclusions in the Lost and Found section of the site.
[TOP]Warranty of phone bookings reservation and the cancellation
Phone bookings, made directly with the airline, are valid for 24 hours without their
immediate payment, at the communicated fare.
In some cases, e.g. for bookings made through Neos website or for those made through automatic ticketing, it is requested the immediate payment.
[TOP]Prompt reimburse of the ticket
When a ticket is bought directly from Neos at a fare that provides the reimburse, Neos will refund it in the quickest time possible.
The reimburse of a ticket bought with a credit card is generally quicker than those bought with cheque or cash.
The necessary times for the reimburse may be longer if another airline is included in the ticket/flight. The same thing is also valid for refunds made in Countries subject to currency restriction.
In any case Neos guarantees the maximum commitment to accelerate the reimbursement.
Fares and supplements can be refunded when the ticket hasn’t already been used and when their reimburse is possible according to local regulations.
[TOP]Special assistance on passenger’s request
Passengers requiring specials assistance must notify it when booking the flight. Neos offers different kind of supports e.g. the assistance to passengers with wheelchair till and from the gate, helping them to get on board a/o offering special menus.
Neos arranged special waiting lounges for passengers requiring assistance and not accompanied minors, in accordance with the airport handlers, in its main stops (Malpensa, Verona and Bologna). The assistance is guaranteed by an experienced staff, in order to offer a high quality service.
Unaccompanied children from 5 to11 years must have a special reservation indicating their status of ‘not accompanied minor’. Once at the airport they are entrusted to a Neos attendant or to the airport assistance company staff, that provides to accompany them on and off board while during the flight they are entertained with books and toys.
At the arrival minors entrusted to Neos are accompanied to an agreed meeting point and given to the person/persons indicated in the proper form, upon the presentation of a valid identity document.
[TOP]On board assistance in case of long delay
In case of long delay after passengers boarding or after the landing of the plane, Neos will give complete and prompt explanations on the causes of the delay and on the scheduled duration of the flight as long as they are available.
In such situations, Neos provides to offer snack, meals and beverage and to guarantee an adequate air-conditioning, as well as the use of the toilet.
In case of need the aircraft’s captain can allow the Passengers to use mobiles and laptops, in accordance with the regulation on force.
During the wait on board the whole staff is constantly available for any Passengers necessity.
[TOP]Measures to facilitate check-in procedures
In order to avoid delay and the creation of long queues, Neos schedules the opening of the check-in desks with adequate advance.
Passengers with special needs must show up at the check-in well in advance.
[TOP]Reduction of passengers rejected at the check-in due to overbooking
Neos tries to avoid overbooking but sometimes it can happen due to computer system mistakes or airport’s problems.
In this case our airport staff activates to find volunteers willing to yield their seats for money or for vouchers valid to buy Neos tickets, or to get a business class upgrade, or for the payment of the baggage extra weight. Neos provides to reprotect these passengers, offering them, the hotel accommodation when necessary.
[TOP]Information on services and conditions offered by Neos
Every Passenger can ask detailed information on Neos Fleet, on the configuration of the aircraft Passenger cabin, on seat sizes and on the distance between the row, besides all the information on the transport conditions.
Neos always offers the following information to its passengers:
scheduled departure and arrival time of the booked flight
departure and arrival airport and terminal
scheduled number of stops
any aircraft, terminal and airport change
reserved fare conditions
carrier name and number of the reserved flight (if the flight includes more than one carrier)
flight duration
checked-in baggage allowance
hand-baggage allowance
[TOP]Information on Neos codeshare partners
This means that a flight is operated with Neos flight number but not performed by Neos itself.
Neos policy is always to use its own aircrafts and to offer its service quality. Sometimes it may happen that Neos fleet’s aircrafts aren’t available, so Neos commits to promptly inform Passengers with all the required explanations.
[TOP]The most convenient available offer
Neos commits to offer to all its own customers requiring a booking in our affiliated travel agency, or by our Call Center, or by our web site, the most covenient applicable fare and available in that moment, in connection with with the dates of booking, chosen route and the availability of the seat(s) .
Whether the passenger has not couched a detailed and specific request of booking, all different fares and solutions among which choosing, will be offered him/her.
For each request, Neos communicates to the customer the fare of the flight and each other extra surcharge or tax, together with detailed information about prices and limitations concerning with available fares in that moment.
Yet, it is not possible to exclude which, in particular cases, in the moment in which a fare has been confirmed and it is communicated, another cheaper and/or less limitations fare, could be available on other channel of sale.
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