Reservation and boarding passes
To check the outcome of your booking you can send an email to our Customer Care.
Once you have made an online reservation and made the payment by credit card, 2 emails are automatically sent to the email address entered in the reservation and on the NLG payment page:
1) Email with the booking data summary (Departure Date, Departure time, Number of passengers, etc.) and with the PDF mail-ticket attached (the customer must print and deliver the PDF upon boarding at the ticket office to collect the boarding passes).
2) Email with a summary of the payment data (amount charged to the credit card, transaction code, credit card holder, etc.).
Receipt of the 2 emails confirms that the booking and payment were successful.
If you have a tablet or smartphone with an internet connection, you can go to the ticket office and collect your boarding passes simply by having one of our operators view the pdf mail-ticket.
Only in the ports of POSITANO AMALFI SORRENTO CAPRI AND NAPLES, check-in can be carried out directly upon boarding.
In all other cases you can send an email to Customer Care explaining the problem and indicating the booking number. Our Customer Care will send the PDF mail-ticket directly to the ticket office.
To collect your boarding passes, simply indicate your booking number and the name of the booking holder (Attention: the ticket office operator may need to verify the booking holder's details).
The pdf mail-ticket of the online booking that you received via e-mail (including the Conditions of Transport) does not constitute your actual travel document. For check-in operations and to collect boarding passes you will need to go to one of the counters dedicated to online tickets.
Only in the ports of POSITANO AMALFI SORRENTO CAPRI AND NAPLES, check-in can be carried out directly upon boarding.
This e-mail is sent automatically by Axerve (BANCA SELLA) after making the payment by credit card and contains the information relating to the transaction:
Payment status (Payment made successfully/Payment not made – card expired, insufficient availability, etc.)
Transaction code
Credit Card Holder
Amount charged
You can send an email to customercare@nlg.it.
The Conditions of Transport for tickets purchased online will be present in the pdf mail-ticket that we will send together with the booking summary and can be downloaded at the following link:Â General Conditions of Transport
Changing your online booking is possible up to 2 hours before departure time at the following link:Â https://www.nlg.it/modifica-prenotazione/, if you purchased on a web portal you can still send a request email to the web support of the portal where you purchased the tickets. It is also possible to change the departure date or time at the departure airport ticket office up to the purchased departure time. Changing the departure date of the Tours is only possible using the online link on our website.
To cancel your reservation you can consult the ticket transport conditions online at the following link: General Conditions of Transport .
Up to 48 hours before departure time; after this deadline, the reservation can no longer be cancelled.
To cancel your reservation you can consult the ticket transport conditions online at the following link: General Conditions of Transport .
The cancellation request must necessarily be addressed to the issuing agency/web portal.
Payments and refunds
The accepted payment methods are:
No, for online tickets, booking alone without payment is not possible. The payment methods are described in Point 1.
Refunds for tickets purchased online on the official NLG website are made by reversing the transaction to the credit card used for payment at the following link . To verify your right to a refund you can consult article 4 of ONLINE TICKET REGULATIONS present on our site and on the pdf mail-ticket received via email.
Tickets purchased online on portals or from travel agencies are refunded directly by the portal or travel agency where they were purchased.
Refunds for tickets purchased online on the official NLG website are made by reversing the transaction to the credit card used for payment at the following link
The methods for requesting a refund for tickets purchased online on the official NLG website with collection of boarding passes at one of the airport ticket offices are:
The ticket code is found on the pdf mail ticket at the top right under the barcode.
The booking code is present in the booking confirmation email received.
* alternatively you can send an email to reimbursement@nlg.it with attached scan (or photo) of the unused boarding passes indicating the booking code in the subject and the reason for the request in the body of the email.
If you sent your request via email to reimbursement@nlg.it it may take up to 5 weeks to receive the amount.
If you have received the automatic email accepting the application and the above deadlines have expired, we invite you to send the email again
If you requested a refund using the appropriate form https://www.nlg.it/modifica-prenotazione/ it could take up to two weeks.
If you sent your request via email to reimbursement@nlg.it it may take up to 5 weeks to receive the amount.
If you have received the automatic email accepting the application and the above deadlines have expired, we invite you to send the email again
If you requested a refund using the appropriate form https://www.nlg.it/modifica-prenotazione/ it could take up to two weeks.
Your card may have been declined for one of the following reasons:
An error in the card number. Try entering your card number again.
The credit card has expired. If your card has not expired, check that you have entered the correct expiration date.
An error in the security code (CVC). Check the number carefully and type it again.
If you have checked these matters, but are still unable to use your card, please contact your card issuer.
- Check that you typed your email correctly when you are redirected to the confirmation page after purchase
- Check Spam
- contact the customer care attaching the payment receipt containing the alphanumeric transaction code of the type Cxxxxxxxxxxxxx
Technical problems
Currently it is possible to purchase tickets online from any PC or laptop and from a tablet or smartphone with Android or Apple IOS operating system using the navigation browser.
Notes: Enable cookies and popups
After making the payment, DO NOT CLOSE THE BROWSER but wait for the booking confirmation page to open.
NB. We recommend using Chrome for an optimal shopping experience
Of course, using one of the compatible browsers.
Notes: (If you have a firewall or network hardware, such as a router, check with your network administrator to see if you can gain access to sites that use the HTTPS protocol.)
To correctly view the contents of the PDF mail-ticket or to open a PDF file, you need to have Adobe Acrobat Reader 6 or higher or other software (PC, TABLET, SMARTPHONE) capable of viewing PDF files installed on your PC.
Boarding trip
As required by article 3 of ONLINE TICKET REGULATIONS must necessarily present themselves at the Social Ticket Office of the boarding port at least 20 minutes before the scheduled departure to check in and obtain the Boarding Pass necessary for boarding.
In fact, access on board with only a mail ticket is not permitted, with the exception of ports where check-in upon boarding is active.
You can check if your port is enabled directly on the NLG pdf or by sending an email to customercare@nlg.it
Once the check-in deadline has passed, the reservation will lapse and the passenger will be placed on the waiting list.
You will only be able to board if there are free seats on board.
The ticket is not personal as it is not nominative, to check in it is sufficient to have the QR-code or the booking code (the booking code is made up exclusively of 10 numbers). The name and telephone number indicated during the purchase will be used exclusively in case of urgent communications
Pets are welcome on board our hydrofoils.
Access to the internal rooms is permitted provided that dogs are kept on a leash and wear a muzzle, while cats and small animals must travel in a suitable carrier.
For animals traveling with passengers, the following documentation is required:
Valid health or veterinary certificate certifying that the animal is not affected by diseases and, in particular for dogs, that it has undergone anti-rabies vaccination. This documentation can be requested when issuing the relevant ticket or by the on-board staff upon boarding.
It is understood that the owner remains solely responsible for the behavior of his animal and if necessary the on-board staff reserves the right to take appropriate measures.
This documentation can be requested when issuing the relevant ticket or by the on-board staff upon boarding.
If you are still inside our unit, you must contact the Commander on board as soon as possible. If you have already disembarked, you can send an email to customercare@nlg.it with the description of the lost object, indicating the name of the unit on which it was boarded, the date and time of departure, the line and the ticket number.
For each baggage larger than a "hand baggage" (50x30x15) a ticket must be purchased together with the online ticket or on the day of departure at the ticket office. You can check in your baggage by showing the relevant tax receipt to the on-board staff who will retain the non-tax part of the ticket.
By hand luggage we mean backpacks, trolleys and small bags as those considered hand luggage by airlines. (maximum dimensions 50x30x15 cm).
Carrying hand luggage is free.
Baggage of particular dimensions in terms of length, dimensions or weight are considered extra large
Yes. By following the instructions in accessories.
Purchase tickets online or at the ticket office
Yes, it is possible according to the methods accepted during the purchase phase with the portal/agency,
it is possible to check the reimbursement conditions at the portal/agency used for
the purchase.
NLG will reimburse the portal/agency according to the signed agreements, the portal/agency will reimburse its end customer.
Attention penalties different from those published on the NLG website may be applied by the portal/agency.
The methods for requesting a refund for tickets purchased directly at the ticket office are:
- Directly at the ticket office (until cash availability).
- By sending tickets via registered mail or ordinary mail to
Navigazione Libera del Golfo srl
Via Melisurgo, 4
80133 – NAPLES -  by sending a scan of your boarding passes (not GESCAB) to the following email reimbursement@nlg.it
