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Complaints

Within two months from the date on which the service was provided or should have been provided, the passenger can file a complaint by filling out the following form or sending a registered letter to the following address: Compagnia Italiana di Navigazione S.p.A. Via Larga 26, 20122 Milano using the paper form. Download the form.
The final response to the complaint is provided within two months of receiving it.

Please note that two separate requests must be made for return tickets.

1. Complainant's data

Name* This field is a required field

Surname* This field is a required field

If it is not a person, please enter the name here (e.g. company name)

Address* This field is a required field

Cap* This field is a required field Enter numbers only

City* This field is a required field

Country* This field is a required field

Email* This field is a required field Please enter a valid e-mail address The email entered does not match the confirmation email

Landline / mobile phone This field is a required field Enter numbers only

2. Information about the user (if different from the complainant) and about any other passengers

Name

Surname

Name

Surname

Name

Surname

Name

Surname

Travel details

If relevant for the complaint, please indicate travel agency / tour operator / ticket seller

Booking number* This field is a required field

ticket number* This field is a required field

Departure port / Arrival port * This field is a required field

Planned departure date*

This field is a required field Enter numbers only

Planned departure time* This field is a required field Enter a correct time (Eg 10.00 or 10.00)

Actual departure date

Enter numbers only

Actual departure time Enter a correct time (Eg 10.00 or 10.00)

Planned arrival date

Enter numbers only

Estimated time of arrival Enter a correct time (Eg 10.00 or 10.00)

Actual arrival date

Enter numbers only

Actual arrival time Enter a correct time (Eg 10.00 or 10.00)

4. Reason for the complaint

Please select the appropriate items. Information on the rights of passengers at sea and in inland waterway transport recognized by Regulation (EU) No. 1177/2010 can be found on the website of the Traffic regulation authority.

Attention: Please select at least one reason for your complaint

Ticket issuance / contractual conditions or disadvantageous tariffs

Rights of people with disabilities and people with reduced mobility

Information in the event of cancellations or late departures

Travel information

Information about passenger rights

Alternative transportation or refund for canceled or late departures

Support for canceled or late departures

Late arrival and request for financial compensation

This field is a required field

Select how you want to receive compensation, if due:

Coupons or other services

Credit card

Transfer

Late arrival and request for financial compensation

Further Information

5. Description

Please describe the events in relation to all points where you ticked the box in the previous point.* This field is a required field

6. Appendices

Please attach documents below as attachments to the complaint.
Attachments can only be accepted in the following formats: PDF, JPG, GIF, PNG and BMP.
The size of each attachment must not exceed 1.5 MB.

The complainant's identity card

This field is mandatory Insert an attachment less than 1.5 megabytes The total size of the attachments must not exceed 1.5 MB Attachments can only be accepted in the following formats: PDF, JPG, GIF, PNG and BMP

Add a copy of another passenger's ID card

If the complaint is submitted by another person, please enclose the power of attorney.

Please add additional materials below that you would like to include with your complaint.

Further information pertaining to the attachments: This field is a required field

In accordance with Articles 13 and 14 of Regulation (EU) 2016/679 (" "GDPR" "), Compagnia Italiana di Navigazione S.p.A. (following “Tirrenia”), as the data controller, informs you that it will process the personal data contained in this form for the following purposes: Processing the complaint , Compliance with tax, accounting and legal obligations, internal control services.The legal basis for the processing of personal data is Article 6 paragraph 1 letter b) (performance of a contract in which the data subject is involved or the implementation of pre-contractual measures) and c) (Fulfillment of legal obligations, including Regulation (EU) 1177/2010 and Legislative Decree 129/2015) of the GDPR. In the event that the passenger files a complaint about the lack of PRM support, please only give us those for the Examining the complaint's essential information, which is the process of processing of special data for which you have already given your express consent when purchasing your ticket. Tirrenia will only process this data for the purpose of answering your complaint. The personal data entered in the form will be kept for as long as is necessary for the investigation of the complaint and the immediate response, in addition to the legally stipulated periods for the storage of documents. The attainment of the purposes in question can also be achieved by transferring and forwarding data to third parties, i.e. to third parties who are authorized to process the data as responsible for the implementation or provision of certain services that are strictly appropriate to fulfill the contractual relationship, such as computer service companies, outsourcing companies, port authorities, control authorities, all in accordance with the provisions of the Data Security Act , Tirrenia shares the data with these people in order to comply with and comply with the legal obligations to which they are subject. The provision of the requested data is essential, regardless of whether it was acquired due to a legal obligation or whether it is strictly relevant for the execution of the contractual relationship. Any refusal to provide this data makes it impossible to carry out the activities necessary to investigate your complaint. The applicable legislation grants the data subject numerous rights, including the right to request the person responsible for data processing to access and correct or delete the data or to request a restriction of the processing relating to them or to oppose their processing, and, if applicable, the right on data portability. To exercise the specified rights, it is possible to write to the data controller based in via Larga 26, 20122 Milan, Italy or to the email address dpo@tirrenia.it. Finally, we would like to inform you that Tirrenia has appointed a data protection officer who can be reached at the following address: dpo@tirrenia.it. You also have the right to lodge a complaint with a supervisory authority if you believe that the processing of your personal data violates the GDPR (Art. 77 GDPR), or you have the right to lodge a legal complaint with the competent authority to lodge an appeal (Article 79 GDPR).You must accept the conditions to continue

* Obligatory information

This field is a required field

NOTICE TO PASSENGERS
Passengers are advised that, only after presenting a complaint to Compagnia Italiana di Navigazione S.p.A. - Via Larga 26, 20122 Milano and waiting 60 days from its presentation (for trips from Italian ports or those arriving in Italy from ports outside the EU),they may contact the Autorità di Regolazione dei Trasporti under the provisions of EU Regulation n. 1177/2010 on the rights of passengerstransported by sea or on inland waterways using the telematic system (SiTe) on the Authority's website, or the form to be sent by registered post to Via Nizza, 230 - 10126 Turin, or by email to one of these addresses:

pec@pec.autorita-trasporti.it;
art@autorita-trasporti.it

To know more visit www.autorita-trasporti.it

We inform you that you can use the ODR (Online Dispute Resolution Platform) platform, managed by the European Commission, to resolve disputes with Tirrenia regarding tickets or other services you have acquired as a consumer. This platform is available here.

In the event of a delay in the transport company's response to the complaint, the passenger is entitled to automatic compensation in accordance with point 5 of Resolution No. 83/2019 of the Transport Regulatory Authority, which is available at the following link: >https://www.autorita-trasporti.it/wp-content/uploads/2019/07/All.-A-delibera-n.-83_2019.pdf

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* From 01.11.2024 to 02.12.2024, when you purchase a TIRRENIA ticket, for departures until 30.09.2025, you will receive a voucher in euros equal to 20% of the amount paid (net of taxes, insurance, meals and fees), to be discounted on a subsequent ticket for all Moby lines (except Santa-Teresa-Bonifacio-Santa Teresa and Ajaccio-Porto Torres-Ajaccio) and Tirrenia Naples-Palermo-Naples, until 30.09.2025, Genoa-Porto Torres-Genoa and Civitavecchia-Olbia-Civitavecchia from 01.06.2025 to 30.09.2025. Applies to selected departures with limited availability.

Compagnia Italiana di Navigazione S.p.A. (Società con unico socio)

Sede legale: Milano via Larga 26 – CAP 20122 Sede operativa e amministrativa: Livorno Piazzale dei Marmi,12– CAP 57123 Cap. Soc. € 5.000.000,00 interamente versato.
Cod. Fisc. e P. Iva 06784021211 – REA: MI - 2081676. Società soggetta a direzione e coordinamento di Onorato Armatori S.r.l.

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PRIVACY POLICY

In accordance with Article 13 of Regulation (EU) 2016/679 (hereinafter also referred to as "GDPR" or the "Regulation"), we inform you that your personal data voluntarily provided by you (hereafter also "Data") is subject to the Compagnia Italiana di Navigazione SpA (C.I.N.) as Data Controller (hereafter referred to as "Responsible Person") in order to carry out marketing activities for you with your explicit consent, to submit advantageous offers to you and / or to send you satisfaction surveys for our services. The legal basis of the processing concerned is your explicit consent in accordance with Article 6 paragraph 1 letter a) GDPR.

Please note that at any time you have the opportunity to withdraw your consent to this activity by clicking on the link in each email message or by contacting the person in charge directly. Providing data for marketing activities or giving your explicit consent is voluntary and optional. Your data retention dates for marketing activities will be retained for as long as there is an interest in that purpose or until they revoke any consent that may have been given. Your data may be shared with service providers to whom our company applies for the proper fulfillment of marketing purposes; your data will be processed by authorized personnel in accordance with Article 29 of the GDPR. The service providers to whom we entrust the processing of your data have previously been formalized by the person responsible in accordance with Art. 28 GDPR. You have the right to obtain from the Data Controller access to your personal data in the foreseen cases, to require their rectification or deletion or the restriction of the processing of such data or to oppose the processing and you have the right to data portability (Article 15 et seq. of the Regulation). You can exercise these rights by sending an e-mail to privacy@tirrenia.it
We remind you that you have the right to lodge a complaint with a supervisory authority if you believe that the processing of your data violates the GDPR (Article 77 of the Regulation) or to appeal to the competent courts (Article 79 of the Regulation ). Finally, we inform you that our company has appointed a Data Protection Officer, who can be reached at the following e-mail address: dpo@tirrenia.it