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Customer relations



  • How can I send my suggestions or make a complaint?

    If you want to submit any suggestions or comments on Air One’s service or you would like to make a complaint , please see the Suggestions or Reports section.

    For any problems concerning your baggage, please go to the Lost & Found Office at your arrival airport where a Property Irregularity Report (PIR) will be issued and you will be given all necessary information to put forward your claim.

    For more details, please see the Baggage Assistance section.

    In case of damage to personal belongings onboard the aircraft, you must send a written complaint to the Customer Relations Office responsible for your geographic area, attaching the following documents:

  • What are my rights in case of delayed flight, cancellation or denied boarding?

    In case of denied boarding, cancellation or prolonged flight delays, Air One does act in full respect of both EU and Non-European countries regulations by informing passengers of any schedule variations in advance.

  • What are my rights in case of delayed flight?

    Delays of more than 2 hours: assistance, meals and drinks in relation to the waiting time; 2 phone calls or telex, fax, e-mail messages. Delays of at least 5 hours: your ticket is fully refunded if you decide to abort your journey.
    A whole day delay: hotel accommodation and transportation to /from airport and hotel.
    For further details, please see the General Conditions of Transportation.

  • What are my rights in case of flight cancellation?

    No compensation is due if the flight is cancelled as a result of extraordinary circumstances that the company could not have avoided even if all possible precautions had been taken.
    • € 250 for flights of less than km 1.500;
    • € 400 for flights within the EU exceeding km. 1.500 km and for any flight km 1500 up to km. 3.500;
    • € 600 for any other flights exceeding the ones stated above.
    Compensation is reduced by 50% if the scheduled arrival time of the alternative flight to final destination is not later than the original flight by:
    • 2 hours for distances of or below km. 1.500;
    • 3 hours for EU flights exceeding km. 1.500 and any other flights from km. 1.500 up to km. 3.500;
    • 4 hours for all the other flights.
    If you are informed within 14 days of the departure date, you will have the right to submit a ticket refund claim or compensation if the alternative flight offered does not grant departure within 2 hours and arrival within 4 hours of the original flight.
    If you are informed within 7 days of the departure date and the option flight offered does not grant departure within 1 hour and arrival within 2 hours of the original flight, you are entitled to submit a ticket refund claim.
    For further details, please see the General Conditions of Transportation.

  • What are my rights in case of denied boarding?

    In the case of denied boarding despite you hold a confirmed booking and are on time for checking-in, you have the right to choose between:
    • • the next available flight, or another flight of your choice at a later date, or
    • • refund of your ticket in the event the delay makes the purpose of your flight useless.
    Furthermore, you are entitled to compensation in compliance with EU regulation CE 261/04, as follows:
    • € 250 for flights of less than km 1.500;
    • € 400 for flights within the EU exceeding km. 1.500 km and for any flight km 1500 up to km. 3.500;
    • € 600 for any other flights exceeding the ones stated above.
    Compensation is reduced by 50% if the scheduled arrival time of the alternative flight to final destination is not later than the original flight by
    • 2 hours for distances of or below km. 1.500;
    • 3 hours for EU flights exceeding km. 1.500 and any other flights from km. 1.500 up to km. 3.500;
    • 4 hours for all the other flights.
    For further details, please see the General Conditions of Transportation.

  • How can I get my ticket refund?

    Refund always depends on the type of fare you have purchased and can be requested by calling the company's Call Center on 892 444.

  • Can I cancel my reservation due to health problems?

    Some Air One fares do not entitle passengers to any refund even in case of health problems, while others can be modified either free of charge or paying a fee. Please, visit our Fares section for further details.
    As far as non-reimbursable fares are concerned, your insurance may cover the cost of the ticket you were unable to use due to health problems. However, you can change your flight by selecting a later date and a new destination. You just have to go to “Manage my booking”, select your previous booking and change or update it by selecting a new flight or a new date. To change the passenger’s name on your ticket, you must call our Call Center on 892 444. After confirmation, you will be charged all applicable taxes and fees.



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