Alilauro Customer Service Contacts

Yes, if Alilauro cancels the sailing, you are entitled to a full refund of the ticket price under EU Regulation 1177/2010 and Alilauro’s own conditions. You can either request rebooking on the next available sailing by calling the booking office (+39 081 4972238, ext. 2, Mon–Fri 09:30–17:30) or submit a written refund request within 10 days of the cancelled departure through Alilauro’s online refund form at alilauro.it/en/refunds. If you bought through a third-party platform (Direct Ferries, Ferryhopper, MR Ferry, Omio, etc.), the refund must go through that platform — Alilauro will not process it directly. Travellers report that refund disputes are common when tickets were purchased through OTAs, so keep all booking confirmations and document any cancellation in writing.

Alilauro’s 2025 conditions allow passenger-initiated cancellations only if submitted in writing to reservation@alilauro.it. The refund tiers are: 90% back if you cancel 10+ days before departure; 50% back if you cancel 2–10 days before; zero refund inside 24 hours. Booking/reservation fees are never refunded regardless of timing. Special promotional fares are non-refundable altogether but can be changed for a €3 fee plus any fare difference. Allow up to 30 days for the refund to appear, minus any bank charges.

No. Alilauro’s round-trip (A/R) discounted fares are explicitly non-refundable, even if you use only the outbound leg. The tickets can be modified (date or time change) subject to availability and a fee, but you cannot get money back for the unused return. If you want the option to cancel, book two separate one-way tickets at the standard fare instead of the discounted return — you lose the round-trip discount but keep refund rights on each leg.

Each passenger gets one free piece of hand baggage up to 50 × 35 × 20 cm and no more than 9 kg. Everything over that — a second bag, a large rolling suitcase, a bicycle, or a scooter — requires a separate luggage ticket at €3.50 per extra item. You can buy the luggage ticket at the port ticket office or on board (cash only if paying on board), but you cannot add it to an existing online booking by phone. Pets require a separate €5 travel permit and must travel with a cage/carrier and applicable health documentation. If you are travelling from Naples to Sorrento or Ischia with a large suitcase, budget for the extra charge or you may be stopped at the gangway.

Alilauro operates its own timetables, which can differ from — or be more current than — what third-party platforms (Direct Ferries, Ferryhopper, Omio, MR Ferry, Trainline, etc.) display. Multiple travellers in 2025 arrived at the port to find no sailing at the time shown on their OTA booking. If Alilauro changed the schedule after you booked, the OTA is responsible for notifying you and processing any refund — Alilauro will direct you back to the OTA. To reduce risk: (a) verify your departure time directly on alilauro.it within 48 hours of travel, (b) arrive at least 30 minutes before departure, and (c) if a discrepancy exists, call Alilauro’s booking line (+39 081 4972238, ext. 2) immediately.

Alilauro requires passengers to be at the embarkation point at least 30 minutes before scheduled departure. If you arrive after that window, staff can deny boarding even if the ferry is still docked, and no refund is owed for a passenger-caused missed departure. The company’s conditions explicitly state there is no rollover to the next sailing without purchasing a new ticket. Your best options: buy a new ticket for the next available sailing; if the missed departure was caused by a delayed Alilauro or Trenitalia connection (on a combined ticket), document it and submit a compensation claim citing EU Regulation 1177/2010. If weather or a port closure caused the delay, contact Alilauro in writing within 10 days.

Under EU Regulation 1177/2010 (maritime passenger rights), if a departure is delayed and you are not informed in a timely manner, Alilauro must provide assistance (information, refreshments where reasonable) and, for delays exceeding thresholds set by the regulation, may owe compensation. Alilauro’s own conditions acknowledge delays can occur due to sea conditions, port traffic, or third-party causes, and they limit compensation for delays not attributable to the company. For delays where the company is at fault, you can claim the difference between the high-speed (hydrofoil) fare and a standard ferry fare. Submit your complaint in writing with your ticket copy to Alilauro customer service (customer@alilauro.it) within the timeframes in the conditions; if unresolved, you can escalate to Italy’s transport authority (ART – Autorità di Regolazione dei Trasporti) under Resolution 83/2019.