General conditions of carriage

Premises and Scope of Application

Navigazione Libera del Golfo S.p.A., hereinafter referred to as “NLG” or “the Company,” undertakes the transport of passengers, luggage, pets, and—on specific routes and vessels equipped for such purposes—accompanying vehicles, subject to the terms set forth in these Regulations, the travel document, and applicable national, European, and international laws.

The purchase or use of a travel document implies knowledge and acceptance of these terms and conditions; however, no clause may limit or exclude the mandatory rights granted to passengers by law.

These Regulations are available on the website www.nlg.it, at the Company’s offices and ticket counters, and, where applicable, from the ship’s command. Fares, schedules, itineraries, vessels in service, and operational conditions are subject to change; the version in effect at the time of purchase shall apply, except in cases where modifications are mandated by new regulations or safety requirements.

In the event of any conflict between these Regulations and a mandatory provision of law, the latter shall prevail. The potential nullity or ineffectiveness of any single clause shall not affect the validity of the remaining provisions.

1) TICKETS, FARES, AND TRAVEL DOCUMENTS

A travel document is personal and non-transferable—unless expressly authorized by the Company—and is valid exclusively for the specific route, date, time, category, and services indicated therein. Passengers must keep their travel document—whether in paper or digital format—safe and present it to authorized personnel, along with any identification documents required or documents needed to qualify for reduced fares.

Travel documents that have been altered, forged, rendered illegible due to the passenger’s own actions, or contain unauthorized corrections are considered void. In the event of loss or theft, a duplicate will not be issued automatically; however, if the booking can be identified within the NLG systems, the Company may be able to reissue the ticket in accordance with current procedures.

A travel document not used for the specific trip for which it was booked becomes invalid and is non-refundable, except in cases provided for by applicable law, these Regulations, or specific fare conditions.

Tickets purchased online

Tickets issued via the NLG website or other digital channels are subject to the terms and conditions presented during the purchase process. For tickets purchased through travel agencies, online portals, or other intermediaries, any administrative requests or refund claims must be directed to the original issuer, unless otherwise specified.

Online Ticketing Regulations >

Children and minors

Children under the age of 2 travel for free but are not entitled to a dedicated seat. If a seat is occupied, the applicable fare must be paid. Children aged 2 up to (but not including) 12 years are charged the child fare; those aged 12 and older are charged the full fare, unless otherwise stated in specific promotions or policies.

Proof of age must be provided via a valid document. Minors must be supervised at all times by a parent, guardian, or the adult responsible for their care, and must comply with all safety instructions provided by the staff.

Discounts and Residents

Discounts must be requested prior to the issuance of the ticket and must be substantiated by valid documentation. For routes where resident fares are available, passengers must present a document proving their residency.

If a passenger fails to meet the requirements or provide the necessary documentation, they shall be required to pay the difference between the fare paid and the standard fare, plus any additional charges stipulated by the fare terms and conditions, in accordance with applicable regulations.

Checks

The Company may conduct checks prior to boarding and during the voyage. Passengers found without a valid ticket must regularize their status by paying the applicable fare and any relevant surcharges, without prejudice to any further legal consequences.

2) BOOKINGS

Related FAQs: Bookings and boarding passes

Bookings made through authorized agencies without the simultaneous issuance of a ticket remain valid until the deadline specified at the time of booking—or, in the absence of any such specification, until one hour before departure. Once this deadline has passed, the booking may be automatically cancelled.

Having a booking does not exempt passengers from adhering to the required boarding arrival times or the check-in procedures applicable at the port of departure.

3) CANCELLATION, MODIFICATION, AND WITHDRAWAL BY THE PASSENGER

Unless more favorable fare conditions apply, passengers may request the cancellation of their ticket up to 48 hours before departure by contacting the channel through which it was purchased. A penalty fee of 30% of the refundable amount will be applied. Beyond this deadline, no refund is due, except in cases strictly provided for by law or expressly regulated by the Company.

Booking fees, commissions, ancillary services already utilized, and components explicitly marked as non-refundable are excluded from any refund, to the extent permitted by applicable regulations.

Changes to the date, time, route, category, or passenger name are subject to availability, the conditions of the fare purchased, and the potential payment of fare differences and administrative charges.

4) STATUTE OF LIMITATIONS AND EXPIRY OF RIGHTS

Rights arising from the contract of carriage are subject to the limitation periods (statute of limitations) established by the Navigation Code, Regulation (EC) No. 392/2009, the 1974 Athens Convention (as amended, where applicable), and other relevant provisions in force.

Specific deadlines for submitting complaints, reports of damage, and requests for refunds or compensation remain in effect.

5) TAX DOCUMENTS

The travel ticket serves as a commercial document in accordance with applicable tax regulations. Any request for an invoice must be made prior to the issuance of the ticket, or within the timeframes and according to the procedures specified during the purchase process, by providing complete and accurate personal and tax information.

6) BAGGAGE

Related FAQs: Boarding trip

Baggage is defined as suitcases, travel bags, backpacks, and other items containing personal belongings that travel with the passenger.

Each passenger may bring one piece of hand luggage free of charge, with maximum dimensions of 50 × 30 × 15 cm. Hand luggage is not weighed.

Baggage exceeding these dimensions, as well as any additional items, is subject to a specific fee. Exceptionally bulky, long, or heavy items may be classified as “Extra Large” and are permitted only with the authorization of the Ship’s Command, subject to available space, vessel stability, safety requirements, and the specific characteristics of the vessel.

The baggage fee covers only the maritime transport of the item. Unless otherwise provided by the Company, the passenger is responsible for boarding, disembarking, handling, stowing, and safeguarding their own baggage.

Baggage must not occupy seats, obstruct corridors, exits, escape routes, or safety equipment, nor may it pose a danger or cause a nuisance. The crew may require that baggage be moved or stowed elsewhere.

Items that do not contain personal belongings—such as commercial goods, professional equipment, or exceptionally bulky objects—are permitted only if space is available and there are no technical, health, or safety-related impediments, as determined by the Ship’s Command.

It is prohibited to bring on board any illicit, dangerous, flammable, explosive, or harmful substances or objects, or any items that do not comply with health or customs regulations. The passenger shall be held liable for any damages, costs, or penalties resulting from such a violation.

The Company’s liability for the loss of or damage to baggage, valuables, and personal belongings is governed by the applicable mandatory legal provisions. Valuables and precious items must be declared and handed over to the ship’s command only when a safekeeping service is available, and a receipt must be obtained.

Any damage or loss must be reported immediately to the ship’s command—and, in any case, before disembarkation—unless it is objectively impossible to do so.

7) DOGS, CATS, AND OTHER PETS

Related FAQs: Boarding trip

Pets are permitted on board, provided that these conditions, health regulations, port rules, and any instructions given by the ship’s command or staff are followed.

Pets must travel accompanied by and under the care of an adult passenger, who must hold a valid travel document for the animal, where required. Leaving animals unattended is not permitted.

The following rules apply to access to permitted areas:

Small dogs: must be carried in a suitable, stable, and ventilated pet carrier, appropriately sized for the animal;
Cats and other small animals: must travel in a closed pet carrier suitable for transport;
Medium and large dogs: must be kept on a short leash and wear a suitable muzzle at all times while on board, unless otherwise directed by the ship’s command;
Recognized assistance dogs: are permitted in accordance with applicable regulations and the Company’s assistance procedures.

Animals must remain exclusively in the permitted areas. Staff may indicate the most suitable location, limit access to certain areas, or implement additional measures for reasons of safety, hygiene, overcrowding, the protection of other passengers, or the well-being of the animal.

Passengers must carry the health and veterinary documentation required by current regulations for the specific species, origin, and destination of the animal, including proof of rabies vaccination, where mandated. This documentation may be verified at the time of ticket issuance, during check-in, or upon boarding.

The owner or accompanying person is responsible for the animal’s supervision, behavior, and hygiene, as well as for any damage it may cause. They must carry the necessary cleaning supplies and take immediate action should the need arise.

The Command may refuse or terminate the transport of an animal if the required documentation is missing, if the containment method is inadequate, or if the animal exhibits aggressive behavior or conditions that pose a concrete risk to people, other animals, property, or the safety of the voyage.

These operational rules are summarized in the following notice, which constitutes an integral part of the onboard guidelines:

8) WEAPONS, GOODS, AND DANGEROUS SUBSTANCES

It is prohibited to bring weapons, ammunition, explosives, fuels, or substances that are flammable, toxic, corrosive, radioactive, or otherwise dangerous on board, except in cases authorized by law and declared in advance to the Company and the competent authorities. Staff may request information, documentation, or conduct inspections within the limits of the law, and may refuse the boarding of any persons, luggage, goods, or vehicles that do not comply with requirements.

9) ONBOARD REGULATIONS AND SAFETY

From the moment of boarding until disembarkation, passengers must follow the instructions given by the Captain, the crew, and ground staff, as well as all safety notices.

Passengers must remain seated when requested—particularly during maneuvers, in rough sea conditions, or in any other situation specified by the staff—and must not obstruct passageways, exits, or onboard operations.

The Captain may refuse boarding, order disembarkation at the first available port, or take other legally permitted measures against any individual who—due to their health condition, state of impairment, behavior, possession of dangerous items, or any other specific reason—poses a risk to themselves, others, the vessel, or the proper conduct of the service.

10) PASSENGER LIABILITY

Passengers are liable for any damage caused directly by themselves, or by minors, individuals, animals, luggage, or vehicles under their care. Passengers are also responsible for any costs or penalties resulting from violations attributable to them.

The Company reserves the right to seek recourse to the full extent permitted by law.

11) ACCOMPANYING VEHICLES

The transport of vehicles is permitted exclusively on routes, vessels, and dates for which such service is available.

Passengers must accurately declare the type, fuel/power source, overall length, height, and any other relevant characteristics of the vehicle—including roof racks, trailers, and external loads. Inaccurate declarations may result in a fare adjustment, or the postponement or refusal of boarding.

Drivers are personally responsible for the boarding and disembarking process and must follow the instructions provided by the staff. Once parked, the vehicle’s engine and lights must be switched off, the parking brake engaged, a gear engaged, and any other measures required by the ship’s command must be implemented.

Access to the garage deck during the voyage is prohibited, unless authorized by the staff.

Vehicles powered by LPG, LNG, natural gas (methane), or other fuel types requiring specific safety precautions must be declared. Transporting unauthorized dangerous goods or substances within a vehicle is prohibited.

The order of boarding, assigned parking position, and any requirement to remove external loads are determined by the ship’s command based on safety, vessel stability, and operational requirements; the order of arrival does not guarantee a specific position.

Passengers with vehicles must arrive at least 30 minutes before departure, or by any earlier time specified on their ticket or communicated for the particular port. Failure to arrive on time may result in the loss of the boarding guarantee, with no entitlement to a refund, unless otherwise mandated by law.

Any visible damage to a vehicle must be reported immediately—and in any case, before disembarking—to allow staff to conduct an inspection. The Company’s liability remains governed by applicable regulations and cannot be excluded in cases of willful misconduct, gross negligence, or other instances where such exclusion is prohibited by law.

Indicative fare categories:

Group I: vehicles up to 4 meters in total length;
Group II: vehicles exceeding 4 meters in total length.

Additional categories and surcharges may apply under the current fare structure.

12) PROHIBITIONS

It is prohibited to bring on board or transport contraband goods, illicit substances, unauthorized hazardous materials, items subject to postal restrictions (where applicable), or any other object the transport of which is prohibited by law.

Furthermore, it is prohibited to cause a disturbance, damage furnishings or equipment, lie on seats in a way that prevents other passengers from using them, operate devices, doors, windows, or other systems without authorization, or engage in any activity that could compromise safety, hygiene, or the smooth operation of the service.

13) BOARDING, IDENTIFICATION, AND VESSEL SUBSTITUTION

Related FAQs: Booking and Boarding Passes, Boarding trip

Upon boarding, passengers must present their travel ticket, a valid form of identification (when requested), and any documentation required for fare reductions, vehicles, animals, or special assistance.

The vessel indicated on the ticket or in the schedules is generally for reference only. Due to operational, technical, or safety requirements, or in cases of *force majeure*, the service may be provided using a different vessel—either from the Company’s own fleet or that of another authorized carrier—provided that the passenger’s non-waivable rights are upheld.

14) SCHEDULES, ITINERARIES, DELAYS, AND CANCELLATIONS

Related FAQs: Booking and Boarding Passes

Schedules, ports of call, itineraries, and travel duration may be subject to change due to weather or sea conditions, directives from authorities, safety concerns, technical, operational, or port-related requirements, the need to assist persons or vessels in distress, or other instances of *force majeure*. The Company shall inform passengers of any changes using all reasonably available means, in compliance with the obligations set forth in Regulation (EU) No. 1177/2010.

In the event of a cancellation or a significant delay at departure, passengers are entitled—where applicable—to information, assistance, alternative transport, or reimbursement, as provided for by European legislation. Exceptions relating to weather conditions that compromise the safety of the vessel apply only within the limits expressly established by law.

Should a voyage be cancelled or modified, the Company may offer re-routing on another of its own services or on a service operated by another carrier. Accepting such re-routing entails using the original ticket for the alternative service and does not prejudice any other non-waivable rights.

Nothing in these Terms and Conditions excludes compensation where such compensation is required by law. Conversely, indirect or consequential expenses that are not attributable to the Company or are not adequately documented are not subject to reimbursement, unless otherwise provided by mandatory legal requirements.

15) CARRIER LIABILITY

The Company’s liability regarding the death of or personal injury to a passenger, loss of or damage to luggage and vehicles, delays, cancellations, and other occurrences is governed by the Italian Code of Navigation, Regulation (EC) No. 392/2009, the Athens Convention, and other applicable national and European regulations.

Any exclusions or limitations of liability not permitted by law shall be null and void. The limits, deductibles, grounds for exemption, and burdens of proof established by the applicable legislation remain in full effect.

The Company shall not be held liable for the consequences of exceptional or unavoidable events beyond its sphere of control, without prejudice to any obligations that the law nonetheless imposes upon the carrier.

16) PERSONS WITH DISABILITIES OR REDUCED MOBILITY

NLG applies the provisions of Regulation (EU) No 1177/2010 regarding non-discrimination and assistance for persons with disabilities or reduced mobility.

Requests for assistance must be communicated within the notice period required by law and through the channels specified by the Company, detailing the specific needs and the presence of any assistive devices or assistance dogs.

Boarding may be refused exclusively in cases permitted by law—specifically, when necessary to comply with safety requirements, or when the design of the vessel or the port makes it impossible to board, disembark, or transport the passenger under safe and operational conditions. In such instances, the Company shall provide the information and alternatives required by law.

17) COMPLAINTS, ACCIDENTS, AND REPORTS OF DAMAGE

Complaints must be submitted in writing to the Company via the channels indicated on the website www.nlg.it. They must include the passenger’s details, trip information, travel document (ticket), a description of the events, and any relevant supporting documentation.

For matters governed by Regulation (EU) No 1177/2010, a complaint must be submitted within two months of the date on which the service was provided or was scheduled to be provided. Within one month of receipt, the Company will notify the passenger as to whether the complaint has been accepted, rejected, or is still under review; the final response will be provided within two months.

Accidents, or harm to persons, luggage, or vehicles, must be reported immediately to the ship’s command—prior to disembarkation—and subsequently formalized in writing in accordance with legal requirements.

Should a response be deemed unsatisfactory, or in the event of no response, passengers may contact the Transport Regulation Authority (Autorità di Regolazione dei Trasporti) in accordance with applicable procedures; this is without prejudice to the right to pursue alternative dispute resolution mechanisms or seek recourse through the judicial system.

18) PUBLICATION, UPDATING, AND PRECEDENCE OF TERMS

Related FAQs: Booking and boarding passes

These Terms and Conditions are published on the NLG website and may also be made available at ticket offices and on board the vessels.

The Company may update these terms to reflect regulatory, organizational, technical, or tariff-related changes. Such changes shall apply to contracts concluded after the date of their publication, unless they are mandated by, or arise from, non-derogable legal provisions or relate to operational aspects essential for safety.

Individual communications regarding a specific booking shall take precedence over general information, solely with respect to the trip in question, provided that they do not diminish the passenger’s non-derogable rights.

19) APPLICABLE LAW AND JURISDICTION

The contract of carriage is governed by Italian law and the directly applicable regulations of the European Union.

In the event of disputes involving passengers classified as consumers, the competent court shall be that of the consumer’s place of residence or domicile, where required by non-derogable legal provisions. In all other cases, the Court of Naples shall have exclusive jurisdiction, unless otherwise provided by mandatory legal requirements. Before resorting to judicial proceedings, the parties may make use of available conciliation or alternative dispute resolution mechanisms.

Key Legal References

Regulation (EU) No 1177/2010 concerning the rights of passengers when travelling by sea and inland waterways.
Regulation (EC) No 392/2009 on the liability of carriers of passengers by sea in the event of accidents.
The 1974 Athens Convention relating to the Carriage of Passengers and their Luggage by Sea, as amended.
The Italian Navigation Code and its implementing regulations.
Legislative Decree No 129 of 29 July 2015, regarding the application of Regulation (EU) No 1177/2010.
The Consumer Code, where applicable.

ONLINE FAQs – SECTIONS AVAILABLE ON THE NLG WEBSITE

For further information, please consult the five official FAQ sections on the NLG website: