Any passenger who wishes to submit a complaint to the Carrier pursuant to EU Regulation 1177/2010 and Resolution Article 83/2019, may transmit such within two months from the date on which the service was provided or should have been provided. Within one month from receipt of the complaint, the Carrier must notify the passenger that the complaint has been accepted, rejected or is still being examined. The time necessary to definitively respond to the complaint must not exceed two months from receipt of the same.
Adriatic Lines:
Pursuant to Measure 1, paragraph 2 of Annex A to ART Resolution no. 83/2019, the following provisions apply to users travelling in the following passenger services whose port of embarkation is located in Italian territory:
- Ancona – Igoumenitsa;
- Ancona – Corfù;
- Brindisi – Igoumenitsa;
- Brindisi – Corfù;
- Brindisi – Patrasso.
Complaints may be sent in Italian and/or Greek and/or English:
– By email to the address customer@grimaldi.napoli.it;
– By certified email to the address grimaldieuromed@legalmail.it
– by ordinary/registered post to: Grimaldi Euromed SpA, Via Marchese Campodisola 13 80133 Napoli.
The complainant can use the appropriate form downloadable at the following link or send a communication to the Carrier containing at least:
1.user's identification references (name, surname, address) attaching a copy of the identity document and the identification data of any representative, in this case attaching the delegation;
2.identification references of the trip (date, time of departure, origin and destination) and of the transport contract (booking code or ticket number);
3.description of the non-consistency of the service with respect to the requirements defined by European or national legislation and by the general conditions of transport.
In the event of failure to respond to the complaint within the above terms, where the complaint has been submitted in its entirety and in the manner indicated above, or in the event of a response deemed unsatisfactory, the passenger may:
1.Avail of an out-of-court dispute resolution procedure before the bodies covered by the resolution of the Transport Regulatory Authority no. 21/2023;
2.Submit a second-instance complaint to the Transport Regulatory Authority through one of the methods following methods:
–on-line: via the electronic complaints acquisition system (SiTe), accessible from the Authority's website (www.autorita-trasporti.it)
–by filling in the appropriate forms available on the Authority's website, to be sent together with the mandatory documentation, by certified e-mail (to the following address: pec@pec.autorita-trasporti.it) exclusively in .pdf format, or by registered letter with return receipt to the Transport Regulatory Authority, Users' Rights Office - Via Nizza 230 – 10126 Turin.
In the event of a delay in responding to the complaint by the Carrier, if the port of departure is located in Italy (or the port of destination if the port of departure is located in a country not belonging to the European Union), the passenger will have the right to automatic compensation as provided for by Measure 5 of Resolution ART no. 83/2019 available on the Authority's website, at the following link:https://www.autorita-trasporti.it/wp-content/uploads/2019/07/All.-A-delibera-n.-83_2019.pdf
As an alternative to the above channels, passengers who have purchased their ticket online will be able to submit any complaints through the ODR (Online Dispute Resolution) platform upon registration, to be effectuated at https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=IT.
For the provisions relating to the processing of complaints concerning passenger services carried out on the Adriatic Lines departing from Greece, please refer to the section relating to the Internal Lines.
Internal Lines:
The passenger may send a communication to the Carrier at customer@minoan.gr, containing at least:
- reservation or ticket number;
- name and surname of the ticket holder;
- date of travel;
- route travelled on;
- reason for the report.
For Greece, the national body for the enforcement of Regulation (EU) no. 1177/2010 is the Minister of Maritime Affairs and Insular Policy (link to Internet sites: www.hcg.gr; www.yen.gr), contactable at the following e-mail address: dths@hcg.gr.
Below is the relevant legislation pursuant to Regulation (EU) no. 1177/2010:
- Law 3709/2008;
- Ministerial Decision Ref.No. 3332.12/05/13/14-06-2013 /Gazzette B’ 1453);
- Circular Ref.No. 3332.12/10/13/27-09-2013.