How to request a refund and compensation from Neos
Traveling can be exciting, but unfortunately, some inconveniences can occur such as cancelled flights, overbooked flights, delayed flights o lost luggage. The good news is that in many situations, the passenger has the right to request a refund and/or compensation.
In the specific case of Neos flights, there are specific conditions and particular documents to be submitted, and we at Rimborso Al Volo are available to help you better understand the matter and assert your rights, guiding you through all the procedures.
The history of Neos airline
Neos Air is Italy’s leading leisure airline, founded in 2001 thanks to a partnership between the Alpitour Group and TUI. With its main base at Milan Malpensa Airport, Neos operates scheduled and charter flights to the world’s most prestigious tourist destinations.
In 2004, Alpitour acquired the entire share package, making Neos an entirely Italian pride. Today, the company stands out for its technological innovation, having been the first in Italy to introduce the Boeing 787-9 Dreamliner, guaranteeing unprecedented standards of comfort and sustainability.
Neos refunds and compensation: differences and cases
Be careful not to get confused because there is a difference. Refund represents full or partial repayment of the amount of money paid (cost of the ticket and any extra expenses incurred) and is generally applicable because the flight could not be made. Compensation, on the other hand, is a sum of money, which varies in amount and is independent of the cost of the ticket and the actual making of the flight, that is due to the passenger to compensate for inconveniences suffered as a result of inefficiency on the part of the airline…but don’t worry because we will delve well into the two cases.
Neos refund: What is it and when are you entitled to it?
In accordance with Regulation (EC) 261/2004, passengers have the right to request a refund from Neos in the event of:
- Cancellation of flight without re-routing accepted by passenger.
- Exceptional circumstances (weather, strikes or health alerts) for which Neos cannot be held responsible but must nevertheless refund the ticket price if the flight is not operated.
Neos also includes the following cases:
- Flight delayed by more than 5 hours
- Inability to travel Neos considers requests for refunds due to serious health reasons or death, but the payment often depends on the conditions of the fare purchased or the insurance policy taken out at the time of booking.
Neos will allow passengers to choose whether to request a refund for their ticket or to be rebooked on a similar flight.
Neos compensation: What is it and when are you entitled to it?
Compensation (or indemnity or monetary compensation) has nothing to do with the refund of the ticket but is a sum of money that is due to the passenger for inconveniences suffered as a result of:
- Flight cancelled with less than 14 days’ notice.
- A flight is delayed if it arrives more than 3 hours later than the scheduled arrival time.
- Overbooked flight
- Inconveniences related to baggage delivery such as lost luggage o delayed baggage delivery
The passenger does NOT have the right to claim any compensation when:
- was notified of the flight cancellation at least 14 days in advance
- he is denied boarding for health or safety reasons or in the event of invalid travel documents;
- unforeseen circumstances arise that are beyond the airline’s control, such as air traffic controller strikes, severe weather conditions or sudden airport closures.
If the passenger is not entitled to compensation from Neos due to exceptional circumstances, may they be entitled to a refund?
Of course, if the flight was cancelled due to a strike, adverse weather conditions, or exceptional circumstances in general as demonstrated by Neos, the airline is required to rebook the passenger on the first available flight or refund the cost of the cancelled flight.
How much is the Neos compensation?
The airline applies a fixed amount based on the distance of the flight:
€250 for flights up to 1,500 km.
€400 for flights between 1,500 and 3,500 km.
€600 for flights over 3,500 km (typical of Neos intercontinental routes).
- lost luggage and the contents thereof up to a maximum of approximately €1,200.
How to request a refund and/or compensation from Neos?
You can request a Neos refund for cancelled flights, flight overbooking, flight delays or exceptional circumstances by initiating the procedure. You will need to keep your boarding pass and receipts for any extra expenses (meals, hotels). The request must be submitted via:
Online Form: Using the official form on the Neos website in the ‘Support’ section.
PEC: To give legal validity to the warning letter, recommended if the company does not respond within 6 weeks.
If the Neos flight is part of a package holiday, the claim for compensation for delay should be addressed to the airline, while claims for reimbursement related to ground services should be addressed to the tour operator.
However, passengers often only proceed with a refund request, mainly because they are unaware of the conditions under which compensation is applicable or because they are told that the causes of the cancellation or delay were due to force majeure. Furthermore, requesting compensation from Neos can be difficult and involve long waiting times, with no guarantee of receiving compensation. For these reasons, it is always advisable to rely on a team of professionals such as those at Rimborso al Volo who will handle all the paperwork for the passenger and verify everything the airline says about any exceptional circumstances to find out if they are actually entitled to compensation as well.
How to obtain a refund and/or compensation from Neos with the help of Rimborso Al Volo?
We offer a service to obtain financial compensation from Neos depending on the inconvenience caused by the flight.
By entrusting your Neos refund and compensation claim to the Rimborso al Volo team, you can be sure that it will be processed more quickly than if you were to submit it yourself. If legal action is required, the team will seek the assistance of legal experts to ensure that your rights are fully upheld!
Fill in the form and request your Neos refund.
FAQ Flight disruptions Neos
Neos flight cancelled: what am I entitled to?
Neos flight delay: what am I entitled to?
Neos flight cancelled or delayed due to exceptional circumstances: what am I entitled to?
Neos flight overbooking: what am I entitled to?
Lost, damaged or delayed luggage: what am I entitled to?
- Damaged Claim within 7 days. Neos offers repair, replacement or reimbursement of expenses for a new suitcase (up to €100).
- Late Claim within 21 days for reimbursement of essential expenses incurred (keep receipts).
- Lost After 21 days of searching, your luggage is considered lost and you are entitled to compensation of up to approximately €1,200.
Problems on the Flight? Get compensation up to 600€
Get compensation in the event of a delay, cancellation or overbooking occurred within the last 2 years.
