Question 1

How can I change my flight date, name, or destination?

Accepted Answer

Changes to your reservation, including date, destination, or name, can be made in the 'MY RESERVATION' section of your private area on the Neos website. This service is available up to 48 hours before the flight, provided your purchased fare permits such modifications. Please note that fees may apply depending on the fare rules indicated on your e-ticket.

Question 2

How do I request special assistance (e.g., for pets, special luggage, reduced mobility)?

Accepted Answer

Requests for special services or assistance, such as transportation for pets, special luggage, sports equipment, special meals, or boarding assistance for passengers with disabilities or reduced mobility, can be added in the 'MY RESERVATION' section of your private area. These requests should be made no later than 4 days before your flight's departure.

Question 3

What should I do if my flight is delayed or cancelled?

Accepted Answer

Neos will promptly notify passengers of any known delays, cancellations, or changes in destination. For cancelled flights, you typically have options including a free flight change, a voucher for the full booking value (valid for 12 months), or a full refund. In cases of flight delays, meal and beverage vouchers are provided based on the duration of the delay. If a delay or cancellation necessitates an overnight stay, Neos may arrange accommodation.

Question 4

How can I submit a complaint or report a baggage issue?

Accepted Answer

For complaints or issues related to lost or damaged baggage, you should log into your Customer Service area on the Neos website. From there, you can submit a claim ticket through the online form. This dedicated area also allows you to monitor the progress and status of your submitted complaint.

Question 5

What is Neos Air's policy on flight cancellations and refunds?

Accepted Answer

Neos offers a 24-hour cancellation policy, allowing for a full refund if a ticket is cancelled within 24 hours of purchase, provided the booking was made at least a week before the departure date. After this 24-hour window, cancellation fees, typically ranging from $100 to $500, may be applied based on the ticket type and the timing of the cancellation. Eligible refunds are processed back to the original payment method.

Question 6

What is the baggage allowance for Neos flights?

Accepted Answer

For carry-on baggage, passengers are generally allowed one piece with a maximum weight of 5 kg and dimensions not exceeding 55x40x20 cm. Checked baggage allowance varies depending on the flight haul (short, medium, or long) and the fare type purchased. Typically, this is 15kg for short/medium-haul, 20kg for long-haul Economy Class, and 30kg for long-haul Economy Premium Class.

Question 7

How can I check my flight status or schedule changes?

Accepted Answer

You can review your flight schedules and any potential changes by visiting the 'MY RESERVATION' section on the Neos website. It is recommended to check this at least 48 hours before your scheduled departure. You will need to enter your reservation code (PNR) and the passenger's surname to view your booking summary.

Question 8

Does Neos offer Wi-Fi and in-flight entertainment?

Accepted Answer

On Boeing 787 Dreamliner flights, Neos provides in-seat entertainment systems featuring movies, music, and games. Wi-Fi connectivity is also available for purchase on these aircraft, with some Premium and Economy Extra Plus passengers on 787-9 aircraft receiving complimentary access. Smaller Boeing 737 aircraft typically do not have built-in entertainment screens or Wi-Fi, but Boeing 737-800s are equipped with USB sockets for charging personal devices.

Question 9

How can I contact Neos customer service if I'm calling from abroad?

Accepted Answer

Neos primarily encourages customers to use its 24/7 online chat assistance, labeled 'DO YOU NEED HELP?', available on the homepage of their website, or to utilize online forms for customer service inquiries. The main support phone number, +390331232833, is an Italian number and can be used for general inquiries from abroad.

Question 10

What should I do if my luggage is lost upon arrival?

Accepted Answer

If your baggage does not arrive at your destination, you must immediately proceed to the Lost & Found counter located in the baggage reclaim area at the airport. There, a Lost & Found agent will complete a Property Irregularity Report (PIR), which will provide you with a reference code to track your luggage online. For the first five days, you can also inquire by calling the airport's Lost & Found service, whose number will be on the report form.

Question 11

How can I call Neos customer service from another country?

Accepted Answer

If you need to call Neos from another country, you can use a service like CallTuv to place the call from your browser without a SIM, subscriptions, or hidden fees.

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Customer Care
Main Support	+39 0331 232833 Call now Daily 9am-6pm CET

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