Neos Air, an Italian leisure airline, has a cancellation policy shaped by EU Regulation (EC) 261/2004 and its fare rules. Below is a concise overview based on available information:
24-Hour Cancellation Policy:
- You can cancel any ticket within 24 hours of booking for a full refund, provided the flight departs at least 7 days later (168 hours or more). This applies to all fare types, including non-refundable tickets, and aligns with U.S. DOT regulations for flights booked in the U.S.
- For bookings made directly through Neos Air’s website, this ensures flexibility without fees.
General Cancellation Rules:
- Non-Refundable Tickets: Most Neos Air tickets, especially Promo and Relax economy fares, are non-refundable after the 24-hour window. Cancellations typically incur fees, and only airport taxes/fees may be refunded unless a flexible fare (e.g., Freedom) was purchased.
- Flexible Fares: Freedom fares or Premium cabin tickets allow cancellations or changes with minimal or no fees, though fare differences may apply. Exact conditions vary by route and fare type.
- Cancellation Fees: After 24 hours, fees range from USD 100–500 depending on the ticket type and timing. Cancellations within 24 hours of departure may cost USD 100–400.
- Timing: Cancellations are permitted up to 1 hour before departure, but fees apply unless within the 24-hour policy.
Special Circumstances:
- Medical Emergencies or Bereavement: Refunds or fee waivers may be granted with documentation (e.g., medical certificate, death certificate). Email supporting documents with your PNR/reservation code to Neos Air’s customer service. Approval is not guaranteed.
- COVID-19: If Neos cancels a flight due to travel restrictions, you’re entitled to a refund, not just a voucher. Avoid accepting vouchers, as they may have short validity periods or lose value if the airline faces financial issues.
- Military Deployment: Fees may be waived with proof of deployment. Contact Neos directly.
Refund Processing:
- Full refunds under the 24-hour policy or airline-initiated cancellations are processed within 7–30 days, though delays have been reported.
- For non-refundable tickets, only taxes/fees are refunded after cancellation fees.
- Vouchers, if accepted, may have short validity (e.g., 6–12 months) and are non-transferable.
EU/UK Passenger Rights:
- As an EU-based airline, Neos Air is subject to EC 261/2004 for flights departing from or arriving in the EU/UK with an EU carrier. You may claim:
- Compensation (€250–€600) for cancellations or delays over 3 hours, unless due to extraordinary circumstances.
- Refunds or re-routing for cancellations.
- Care (meals, accommodation) for delays over 2–3 hours, depending on flight distance.
- Claims can be filed for disruptions up to 2–5 years old, depending on the country (e.g., 2 years in Italy, 5 years in Greece).
Customer Feedback:
- Passengers have reported challenges with refund delays (e.g., months without reimbursement) and poor communication, especially for airline-initiated cancellations. Keep records of all correspondence and documentation.
- Neos’ on-time performance is low (8.36% of 323 flights on time in a 24-hour period), with 7.46% domestic and 6.64% international flights canceled, increasing the likelihood of disruptions.
