Overview
Neos Air, an Italian leisure airline, allows passengers to modify flight bookings, including changes to dates or times, subject to fare rules and availability. Changes must be made before check-in closes to avoid no-show penalties, which result in cancellation of the reservation and loss of ticket value. Fees and fare differences may apply based on fare type, route, and timing. Destination changes are not permitted, and passengers must cancel and rebook for different routes.
Key Conditions
- Changes are permitted for tickets purchased through Neos Air’s website, mobile app, contact center, or authorized travel agents. Tickets booked through third parties must be changed via the original booking agent.
- Modifications to codeshare or interline flights are subject to the operating airline’s policies.
- Changes must be made before check-in closes, typically a few hours before departure. Online check-in is available from a couple of days to a few hours before departure for eligible flights.
- Name corrections for minor spelling errors are allowed with supporting documents like a passport or government-issued ID. Full name changes or ticket transfers to another person are not permitted.
- Tickets are valid for one year from issuance for wholly unused tickets, unless otherwise specified in fare rules.
24-Hour Change Policy
Passengers can change their booking within one day of purchase without a fee, provided the flight is at least a week away and was booked directly through Neos Air’s website, app, or contact center. This applies to most fare types, excluding promotional fares. Fare differences may apply if the new flight is more expensive. Changes can be made online via the “My Trips” section or by contacting customer service.
Fare Type Policies
- Promo: Changes incur a fee, with fare differences if the new flight is more expensive. Non-refundable.
- Relax: Changes incur a fee, with fare differences if applicable. Non-refundable, but includes additional services like baggage or seat selection.
- Freedom: No change fees, but fare differences apply if the new flight is more expensive. Refundable under certain conditions.
- Premium Economy: No change fees, but fare differences apply. Refundable under certain conditions. Includes benefits like extra legroom and enhanced amenities.
Change Fees
- Fees for Promo and Relax fares vary by route and timing, with higher fees closer to departure.
- Fare differences are charged if the new flight is more expensive; no refund or credit is issued if the new fare is lower.
- Freedom and Premium Economy fares have no change fees, but fare differences apply.
- Service fees may apply for changes made via contact center or airport counters, charged per passenger per transaction.
- Changes due to exceptional circumstances, such as illness or death of a family member, may have fees waived with supporting documentation like a medical or death certificate.
How to Change a Flight
Passengers can modify their bookings through the following methods:
- Online: Visit the “My Trips” section on the Neos Air website, enter the booking reference and last name, select new flight details, and pay any fees or fare differences. Not available for all bookings, especially complex itineraries.
- Customer Service: Contact the Neos Air customer service team via phone or email for assistance, especially for same-day changes or bookings not eligible for online modification. A service fee may apply.
- In-Person: Visit a Neos Air airport counter to process changes, subject to availability and fees. Check-in counters open a few hours before departure.
- Travel Agency: If booked through a third party, contact the agency to manage changes, which may involve additional fees.
Flight Disruptions
- For cancellations or schedule changes, Neos Air will rebook passengers on the next available flight at no additional cost or offer a refund or voucher valid for one year. Notifications are sent via email or SMS if contact details are provided.
- Compensation may be provided under EU Regulation EC 261 for flights within or departing from the EU, if the disruption is within Neos Air’s control and not due to extraordinary circumstances like weather or air traffic control issues. Passengers may be eligible for compensation for delays exceeding a few hours or cancellations with less than two weeks’ notice.
- Passengers are entitled to care, such as meals or accommodation, during significant delays, regardless of the cause.
Additional Notes
- Passengers should review fare rules at booking to understand change restrictions and costs, available in the “My Trips” section or booking confirmation.
- Changes to bookings with additional services (e.g., baggage, seats) may require re-selection, as services may not transfer to the new flight.
- Travel credits or vouchers issued for changes are valid for one year, non-transferable, and applicable only to Neos Air flights.
- Online check-in, available from a couple of days to a few hours before departure, may restrict changes once completed.
