Claim Bluferries

Dear Customer ​

Complaints from our customers are important, because they help us identify the aspects of our service where we need to intervene for the continuous improvement of the service provided.​

If you are dissatisfied with our service or wish to report inconveniences, provide suggestions, you can submit a complaint, both in Italian and in English, relating to the activities of Bluferries.​

The Complaint Form can be downloaded from the company website and is also available at the ticket offices and at the ships' command bridges​

Download form here.​

Fill out the form by writing the data requested in the spaces provided, and you can send it:​

  • by e-mail/pec to reclami@pec.bluferries.it​

  • by mail to the address via Calabria 1 – 98122 Messina (ME) Italy ​

  • deliver it personally to the ticket offices of Villa S. Giovanni or Messina.​

In order to streamline support requests and serve you better, an online complaint ticket/reporting system is also available at https://www.bluferries.it/reclami/?lang=en_US​

Each support request is assigned a unique ticket number which can be used to track progress and responses online. A valid email address is required in order to submit a support request.​

As required by the European regulation on the rights of passengers traveling by sea and inland waterways (EU 1177/2010), the complaint must be:​

  1. complete with all the identification data of the passenger-user (name, surname, address, email), of the journey (date, time of departure, origin and destination), of the details of the travel document (ticket serial number) and the description of the service that is the subject of the complaint; ​

  2. sent within two months of the date on which the service which is the subject of the complaint was provided or should have been provided.​

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Within one month of receiving your complaint, we will inform you if it has been accepted, rejected or if it is still under consideration. The time needed to respond definitively will not exceed two months from receipt of your complaint.​

After sixty days from the presentation of the complaint to Bluferries, you can contact the Transport Regulation Authority, pursuant to Regulation (EU) n. 1177/2010, relating to the rights of passengers in sea transport and inland waterways, through the specific electronic system (SiTe), available on the Authority's website, or with the form to be sent by registered mail to the address of Via Nizza n. 230, 10126 - Turin, or via e-mail to one of the following e-mail addresses: ​

The passenger-user may use out-of-court resolution procedures. Through the ConciliaWeb platform, the user can present, in person or through a delegate (any natural person of trust, a consumer association, an exponential body, a lawyer), requests for conciliation to resolve certain disputes relating to waterway travel.​

For more information, consult the "ART conciliation service" section at www.autorita-trasporti.it/conciliaweb​

The Customer is entitled to receive an automatic compensation commensurate with the price of the ticket referable to the transport service to an extent not less than: ​

  1. 10% in the event of a reply provided between the sixty-first and ninetieth day of receipt of the complaint; ​

  2. 20% in the event of a reply not provided within the ninetieth day of receipt of the complaint. ​

The aforementioned compensation is not due in cases where: ​

  1. the amount thereof is less than 6 euros; ​

  2. the complaint is not transmitted by the user with the modalities, the minimum elements and the indicated timing; ​

  3. the user has already received an automatic compensation in relation to a complaint concerning the same trip.​