FAQ
The following is a list of topic where customer’s most frequently asked questions are answered.
To obtain information click on the topic. If your questions concern matters not included in the listed topics or if the answers are not helpful do not hesitate to call our Call Centre.

RESERVATIONS & TICKET OFFICE

How can I book and purchase a flight?
Reservations can be made through travel agencies or by telephone to our Call Center. Tickets can be purchased on our Website, through the Call Center, at passenger offices or at authorized travel agencies. Please inform us immediately of any changes or cancellations to your reservation to avoid any penalties connected with domestic or international pricing regulations.

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Is my credit card information secure?
To guarantee the privacy of your credit card information online, we use the most advanced technology available – Secure Socket Layer (SSL). SSL is currently the preferred method for the secure transfer of credit card information and other private data over the Internet. When you pay, if your browser supports SSL, you may choose the “Protection Method” option and your data will be protected by this technology. If your browser does not support this option, you will be able to use the unprotected option. We recommend that you update your browser to the latest version in order to carry out the transaction with peace of mind.

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What rates are currently available on the site?

ECONOMY
- “BASIC” rates (only for domestic flight) are non refundable but can be changed by paying a penalty plus fare integration.
- “PREMIUM” rates (only for domestic flight) can be changed up to 4 hours or reimbursed with a 20 euro additional charge up to 7 days before departure.
- “TOP” rates (on domestic flights) can be changed or reimbursed before departure.
- “FLEX” rates can be changed or refunded.
- “CT FLEX” rates can be changed or refunded at least one hour prior to departure of the purchased flight.
- “NATIVI” rates (only for domestic flight) can be changed or refunded at least 7 days before departure .
- “FLEX” rates can be changed or refunded.
- “PROMO” rates are nonrefundable but can be changed by paying a penalty, in some cases the reservation must be cancelled at least one day in advance.
- “WEB”,“SUPER PROMO” rates cannot be changed or refunded.

BUSINESS
- “BUSINESS FLEX” rates can be changed or refunded.
- “BUSINESS PROMO” rates are nonrefundable but can be changed by paying a penalty, in some cases the reservation must be cancelled at least one day in advance.

You will receive information about restrictions when you purchase your ticket.

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How can I change a flight purchased on the site?
Flights purchased online can be changed, with or without penalty, depending on the conditions applying to the purchased flight.

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How can I get a refund for a flight purchased on the site?
Depending on the rate type paid for the flight, you may be eligible for a refund.
Apart from the purchased fare and the possible penalty, Meridiana will apply an administration fee for the handling of reimbursement of 20.00 Euro per ticket . If the refund due to the customer is less than the administration fee applicable, the refund will not be made.
Warnings:
the additional costs for managing the reimbursement policy are not provided for Continuità Sardinia's facilitated and non facilitated charges; and for Top fare in booking class T and Y.
Some rates cannot be changed or refunded on-line, but through the call center only.
Further information is available clicking on this link.

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What is included in the “total flight cost” purchased on the site?
1. Base price
2. Government taxes
3. Airport taxes
4. Crisis Surcharge (YQ) security supplement only for destinations of territorial continuity from/to Cagliari-Linate/Rome Fiumicino/Bologna/Firenze/Napoli/Palermo/Torino/Verona, from/to Olbia-Linate/Roma Fiumicino/Bologna/Verona/Cagliari)
5. Issue/substitution fees (admin fee) of € 3 per trip/passenger

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Summary of ticketing fees at sales outlets

   
Web site
Cost per trip per passenger (excluding infants)
Domestic and international flights: € 3
Exception:
flights within Sardinia: € 0
Call center
Cost per trip per passenger (excluding infants)
Domestic and international flights: € 5
Exception:
flights within Sardinia: € 0
WTS travel agencies 
Cost per trip per passenger (excluding infants)
Domestic and international flights: € 5
Exception:
flights within Sardinia: € 0
Travel agencies and
Airport ticket offices

Cost per trip per passenger (including infants)
Domestic and international flights: € 10

Note: For all flights departing from London (£ 3,00 for route) - New York ($ 10,00 for route) and Tel Aviv ($ 5,00 for route).

Travel agencies and airport ticket offices have the right to charge, at their discretion,  an Agency Fee to the customer for reserving flights and issuing tickets.

Ticket validity:
The ticket is valid for one year from the date of issue. Meridiana may refuse to transport, if it considers that it has not been paid the price of the ticket, taxes and taxes payable or any other incidental expenses. The Passenger shall pay Meridiana or the competent governmental authority charges and any tax not included in the price of the ticket.
Attention: for flights purchased on the Web, through the Call Center or through Meridiana WTS agencies, the passenger must have the receipt stamped at the airport check-in counter and present a valid I.D.

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Which taxes, airport expenses and surcharges are refundable for flights purchased on the site?
Depending on the type of purchase, government taxes, airport expenses are refundable. Costs for issuing and changing tickets are nonrefundable.

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When and how should I check in?
In order to avoid any delays due to congestion on check in operations and security controls, Meridiana invite their passengers (customers) to take note of check-in schedules of our flights, in particular check-in time limits:

- domestic flights:
check-in opens 2 hours before flight departure time and closes 35 minutes earlier than flight departure time;
- International flights in Europe (not included flights to Chisinau):
check-in opens 2 hours before flight departure time and closes 45 minutes earlier than flight departure time;
- flights to Chisinau:
check-in opens 3 hours before flight departure time and closes 60 minutes earlier than flight departure time;
- intercontinental flights (not included Dakar, New York, Brazil and Cuba):
check-in opens 2 hours and 30 minutes before flight departure time and closes 45 minutes earlier than flight departure time;
- flights to New York, Brazil and Cuba:
check-in opens 3 hours and 30 minutes before flight departure time and closes 60 minutes earlier than flight departure time;
- flights to Dakar:
check-in opens 4 hours before flights departure time and closes 75 minutes earlier than flight departure time.

Business Class passengers can check-in by reserved desks and will be allowed to access to Vip Lounge during the waiting. In case any passenger should not show within check-in time limits up above mentioned , he loses any right to board even if provided with reservation. In case of no show at departure, Meridiana will be able to void all reservations made for any following or return flights.

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What do I have to do to book a flight?
Bookings can be made at the offices of Meridiana, at travel agencies, or by telephoning the Call Centre at the number 0871.222 9319 (from 7:30am to 11:00pm, seven days a week).
For any further information, our Call Centre is at your disposition.

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What can I do if any problems or errors occur related to my booking?
In this case you need to contact our Call Centre directly, on 0871.222 9319 (from 7:30am to 11:00pm, available seven days a week), which will provide you with help, depending on the application of the charging policy of the purchase.

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From whom can I request information about the documents required for the trip?
For information, click here.

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Is it possible to request assistance for passengers with special needs at the time of booking the flight?
For more detailed information, visit the section special assistance.

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How can I get information about particular services/special luggage (dogs/surfing equipment/golf bags/weapons, etc.)?
This information is viewable in the section General Transport Conditions, or can be requested directly from our Call Centre at 0871.222 9319 (from 7:30am to 11:00pm, seven days a week).

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Who should I contact if my flight time/route has been changed?
In this case you must directly contact our call centre at this number +39 0789 52609.

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Who should I contact for information following reports of a strike?
In this case, you must directly contact our call centre, at the number 0871.222 9319 (from 7:30am to 11:00pm, seven days a week) which will provide you with help.

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Who do I contact for help in case I run into problems on the website www.meridiana.it?
For tickets ordered online and not received, this contact is available: callcenter@meridiana.com.
For technical assistance in navigating the site, this contact is available: webmaster@meridiana.it.

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CALL CENTER

What is the number to contact the Call Center from abroad?

Country Telephone Cost per minute
England 0871.222 9319 2 ppm
Usa 1 718 751 4499 Call costs depending on your telephone provider
and the call package you have
Other Countries 00 39 0789 52682


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Can I make a simple reservation?
The Air tickets booking can be made at telephone with the Call Center. Only after purchasing the ticket the reservation becomes confirmed with the travel document issuance.

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How long the reservation is valid if I booked a promotional fare?
The time limit to purchase ticket is automatically determined at booking, the ticket must be issue within 24 hours. It is possible to extend the time limit and lock the fare by the "Lock the Fare" service at cost from 5 to 7 € depending on the route. Please contact our Call Center for all details.

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How can I purchase a ticket?
Tickets can be purchased by calling the Call Center. After checking the reservation, an operator will complete the transaction by asking to you the credit card number, holder’s name and surname, expiry date and security code in full compliance with the processing of sensitive data. A 3.00 euro fee per issuing and per segment will be charged on the ticket cost.

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Is it mandatory to print the ticket purchased by phone?
Transport document must be shown at airport check-in desk with a valid identity document, therefore it is always necessary to print.

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Is it possible to request a ticket refund by calling the Call Center?
Yes, ticket refund depends on the fare purchased rules, often provides a penalty. For each refund, if permitted by the fare, Meridiana applies a 20.00 euro administrative fee per ticket for managing the practice, except for Sardinia territorial continuity fares reserved for residents. If the refund amount is less than administration fee, it will not be refunded.

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Can I request a special assistance by contacting the Call Center?
If a passenger needs a special assistance for boarding up and down on the aircraft stairs, he must report it during the booking. In case passenger has purchased the ticket on the Company internet site and later he needs an assistance, he can request the service by calling the Call Center or sending an e-mail AssistenzeSpeciali@meridiana.com, specifying the reservation number, the name of passenger who needs the service, the route involved, the flight date and a telephone number to be contacted by an operator who will check the type and availability of assistance required.
In accordance to the safety standards requirements, Meridiana limits the number of passengers with reduced mobility on board of its aircraft. Passengers whose can be transported only on a stretcher, are subject to certain limitations, you must contact the Call Centre to check availability. In compliance with the Company safety standards is permitted for each flight a limited number of blind passengers traveling alone without a guide. Upon request during the booking is allowed for free the presence on board of the guide dog, provided with a muzzle and leash.

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Contacting the Call Center can I book a child who travels alone?
Yes, the Call Center will make the practice of Unaccompanied Minor in compliance with IATA safety procedures and rules Only children between 5 years(already made) and 14 years(not made) old are allowed on board of Meridiana flights as unaccompanied minors also, unaccompanied minors are accepted only on direct flights therefore a stopover not involving.
During the booking the Call Centre will require some data necessary for this type of assistance: the name and phone number (mobile better) of person who takes the child to the airport of departure and person responsible, after verification of documents, for child custody at the arrival airport. The person who accompanies the child must remain in the airport until aircraft departure so that, in case of cancellation, may bring him home. Ground staff at check-in welcomes children which wait the boarding with the person in charge that takes them on the aircraft to be entrusted to the senior cabin crew. At the arrival airport, the ground staff will take care of the child until the arrival of parents or persons responsible indicated during the booking process to take the child at destination.
Children under 5 years must necessarily travel with a parent or an adult who takes responsibility.
Unaccompanied minors are not permitted on flights to and from Chisinau.
The identity documents required to authenticate the identity of a child under 15 years must be requested by a parent at the Register Office of his home community.
The rules on travel abroad of children change according to the laws of each country. Passenger has to take care of updated information at the Embassies or Consulates in the country accredited or at their police station.
The Company assumes no liability in the event of denied boarding for documentation unsuitable or insufficient.

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How much does the accompaniment service cost?
Yes, the service for unaccompanied minors has an additional cost of 40 euros per segment and per child. It cannot be reserved on the site but only contacting the Call Center.

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Is it possible to request special meals by contacting the Call Center?
On intercontinental flights in case of special dietary needs requested to the Call Center at least 48 hours before flight departure, Meridiana reserves the right to confirm the availability of special meal type.

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Can I reserve a domestic animal in cabin by contacting the Call Center?
On board of Meridiana flights: dogs, cats, singing birds, rabbits, guinea pigs and hamsters transportation in cabin is permitted only if the passenger is in possession of the statutory health records.
The animal must be placed by the passenger in a rigid container, strong, safe, with a completely waterproof bottom and provided with adequate ventilation openings; the containers loaded in the cabin must not exceed the following size: 48x33x29 cm.
The animal, the container and any food must not exceed the total weight of 10 kg; also, the animal must not emanate unpleasant odor and must remain exclusively in the container. However, the Commander may provides for the transfer of the animal in the hold if the animal causes annoyance to other passengers. In compliance with the standards provided by the Company, on the same flight can be taken up in the cabin not more than two containers and not more than one per passenger.

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Can I reserve a domestic animal in the hold by contacting the Call Center?
Yes, the animals in hold transport service is available on flights operated with aircraft MD80 - MD82 and A330. The request must be made when booking flights and is subject to confirmation by the Company (it is allowed the boarding of not more than four containers in the hold). We invite you to check availability by contacting the Call Center.

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Can I pay for the animals transportation in cabin or hold calling the call center?
Yes you can pay by the call center which will communicate the amount depending on destination. The animals transport does not provide a refund but in case of change flight it is possible to transfer it to the new flight at the same conditions. This change is possible by contacting the Call Center.

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Can I request the onboard seat assignment by calling the Call Center?
Contacting the Call Center passengers can choose the seat in advance of check-in. The Call Center will inform you about available seats and you will can purchase by credit card following the instructions explained above.
The onboard seat assignment is possible on all domestic routes and following destinations where international and intercontinental flights are operated by Meridiana: Tel Aviv, Moscow, Canary Islands (Fuerteventura, Tenerife), Greece (Santorini, Mykonos), Cairo, Dakar, Amsterdam, Barcelona, Bucharest, Chisinau, Paris, London and Madrid.

 Warnings:
For flights operated by other carrier than Meridiana, passengers must always check the terms and conditions of the operating carrier.

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Can I take advantage of the VIP lounge?
Contacting the call center, even if you are not a Club Fly-Pass member, you can purchase the access to the VIP lounge of Olbia, Cagliari and Verona airport.
Our VIP Lounge are pleasant places where spend the waiting time in relaxation.

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Contacting the call center can I verify if the checked baggage is included in the ticket cost?
Yes, it is possible and in the event it was not included, the call center will acquire the payment and issue the document to show at check-in at boarding.

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How can I pay for a special baggage?
It can be purchased directly by calling the Call Center that, after checking service availability and feasibility, will comunicate to you the amount depending on the type of baggage.

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The cost of baggage is the same as paying at the airport?
If you purchase directly with the Call Center or Company site, the checked baggage cost is cheaper than buying at the airport ticket counter which usually charges a commission for the operation.
Always remember to print your purchase receipt of baggage carriage, whether checked, special or excess weight baggage as must be shown at check-in with the related transport document. Without payment receipt, the service will have to be repurchased.

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Can I rent a car by calling the Call Center?
Yes, it is possible. The Call Center will check for you Europcar’s best price which is the partner that will let the car available at flight arrival.

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Contacting the Call Center can I plan my travels and save?
The products offered by the Call Center are specially created to meet the needs of our customers.

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SPECIAL ASSISTANCE

Can passengers who need special assistance ask for it at the time of booking?
More information for special assistance. Click here.

What do I have to do in case of damage luggage?
More information for damage luggage. Click here.

Which are the procedures in case of lost, nondelivery and robbery?
More information for lost, nondelivery and robbery. Click here.

What are the charges for special services (pets/sport equipment, etc.)?
All the other services have the same charges applicable in any other flight operated by Meridiana. The cost of special baggage carriage are visible in the section General conditions of carriage


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LOCK FARE

What is the "Lock Fare" service?
Through the Lock Fare payment service, it is possible to block the demanded flights at the best rate, available on request, delaying the ticket purchase for a few days.

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What are the cost of the “Lock Fare” service"?
The service is available at the following costs:
- € 2 each itinerary per passenger on domestic flights
- € 3 each itinerary per passenger on short or medium haul international flights
- € 5 each itinerary per passenger on long-haul international flights:
The service costs are intended per route per Adult and Child passenger (children from 2 to under 12), Infants travel free of charge (0 to 23 months).The cost for the "lock fare" service is non-refundable.

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What is the service time limit?
It is the time limit within which it is necessary to buy the fixed rate through the "Lock fare " services;, otherwise the booking will anyhow expire.
The issuing time limit varies according to how many days are still missing from the flight departure booked through the present service.

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What are the time limits for the ticket issue?
Time Limits for the issue of the ticket are:
- for reservations of flights leaving more than 30 days from the booking date, it is possible to lock the fare and purchase the ticket within 4 days following the booking date,
- for reservations of flights leaving between 30 to 15 days from the booking date, it is possible to lock the fare and purchase the ticket within 2 days following the booking date ,
- for reservations of flights leaving between 15 to 7 days from the booking date, it is possible to lock the fare and purchase the ticket within 1 day o following the booking date.

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How to confirm the booking?
Before the ticket purchase time limit expires, it is necessary:
- to access the web site www.meridiana.com in the section "Manage Booking",
- to click on "Confirm your fare"
- to enter the booking code and the passenger surname present on the booking
- to finalise the ticket purchase

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CARNET MERIDIANA

How do I buy a carnet?
To buy a carnet all you need is to connect to the www.meridiana.com site, access the section “Carnet purchase,” choose the type of carnet best suited to your needs and proceed to purchase.

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Can I buy and manage more than one carnet at a time?
Yes, you can buy several carnets and manage them according to your needs.

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How many flights make up a carnet?
All carnet types have 12 one way prepaid tickets.

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If I buy the carnet online, what documents will I receive?
At the end of the online carnet purchasing and during completion, an e-mail will be issued and sent to the carnet owner receipt of the payment itself, a descriptive sheet of the product bought and the carnet code with which to access the area reserved for carnet management and ticket issuing.
All documentation, including online, will be printable.

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How do I manage my carnet?
The carnet can be managed online: just connect to the www.meridiana.com site, access the section, “My carnet,” insert the requested data and proceed to login. In the reserved area, you can issue tickets and verify flights already used and those remaining.

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What information is necessary to access the area reserved for managing the carnet?
The required informations are:
- carnet code + owner’s e-mail
Or
- carnet code + beneficiary’s e-mail.

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What is the difference between the carnet owner and the beneficiary/ies?
The owner is the one who bought the carnet, selected and inserted the beneficiary/ies, manages the personal information and can issue tickets for the beneficiaries.
The beneficiary/ies is the person who can use the flights and issued tickets.
The carnet owner can also be the beneficiary.

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What functions are available in the carnet area?
In the carnet management area, the following functions are available:
- Carnet purchase: to buy more carnets (function usable by both owner and beneficiary/ies)
- Ticket issue: to issue tickets (function usable by both owner and beneficiary/ies)
- Carnet management:
to manage beneficiary data (function usable only by the owner)
to view remaining flights and bookings (function usable by both owner and beneficiary/ies)
- Faq: support section (function usable by both owner and beneficiary/ies)
- Home: homepage area carnet management (function usable by both owner and beneficiary/ies)
- Esc: logout from carnet management area (function usable by both owner and beneficiary/ies).

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After buying a carnet, can I change the personal information of the beneficiaries already inserted?
By accessing the area reserved as an owner, you can change the personal information of the beneficiaries as long as no ticket has been issued.

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How do I issue a ticket?
Ticket issue requires the following steps:
- access the carnet management area
- select the ticket issue area
- select the carnet with which to issue a ticket
- select the departure and arrival dates from those available*.
- select the destination from those available**.
- Search for and choose your flight
- Insert the contact information and conclude the process with the ticket issue.

*for the carnet type with limitations on the days of the week when you can fly, only the days provided by the type purchased can be selected.
**For single line carnets, only the routes chosen during carnet purchase will be available.

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Once a ticket is issued, can I make any changes?
Possible variations, some can be done online by accessing the reserved area until three hours before departure, are summarized in the table for carnet type:

  Penalty
Carnet Name change Itinerary change Change of flight (date/time) up to 4 hours before flight within 4 hours and up to 2 hours* before flight
Buy&Fly Italy Not allowed Not allowed Allowed 0 eur 35 eur
Buy&Fly Sardegna
Buy&Fly Young&Senior
Buy&Fly Promo Allowed** Allowed
Buy&Fly Special
  up to 2 hours* before flight within 2 hours* before flight and No-show
Buy&Fly Plus Allowed** Allowed Allowed 0 eur 50 eur
* The Change of flight (date/time) can only be done through the Call Centre (0871.222 9319) until 2 hours before flight.
** The name change can only be done through the Call Centre (0871.222 9319).

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How long is a carnet valid?
The carnet is valid for 12 months after purchase date. The unused ticket values during the year cannot be rolled over, and unused tickets cannot be used after expiry.

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Can the carnet be reimbursed?
Total or partial reimbursement can be done only in cases owing to the Company or for serious reasons documented by the owner.

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PROMOCODE

What’s a Promocode?
The Promocode is an alphanumeric code that allows you to get a further price reduction in flights fares, registered baggage in hold, baggage exceeding the allowed exemption or sport equipments.
Furthermore the Promocode can be used as form of refund, free gifts and barter agreements.

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What kind of Promocode can I use?
There are two different Promocode types: the Marketing one and the Personal one.

The “marketing” codes can be used by several customers and they are not accumulable.
They can used to:
- Purchase a promotional fare with a further discount;
- To get a discount for registered baggage in hold, baggage exceeding the allowed exemption or sport equipments.

The "personal" codes can be disposable or multi-purpose (if specifically indicated) and not cumulative. They are allocated for reimbursements, gifts and barter agreements and they can be used only by the holder.

They can used to:
- Purchase a promotional fare with a further discount;
- To get a discount for registered baggage in hold, baggage exceeding the allowed exemption or sport equipments.

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Where can I use a “Promocode”?
The Promocodes can be used exclusively on the web-site.

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Which kind of information are requested to take advantage of a Promocode?
No personal information are asked to use a marketing Promocode, but, to use a personal Promocode you have to fill in your name, your surname and your e-mail address. Your personal information have to be the same used during the registering or to contact the Customer Service and the Meridiana Call Center that provided the Promocode. After the insertion of the information you have to click on the button “calculate” to view the discounted new fare. If the data filled in are wrong, the steps have to be repeated.

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How can I use the Promocode?
During the purchase, inside a dedicated area, you can find a box in which you can fill in your code. Once the code is filled in, the total amount reduced from the Promocode sum is calculated again.

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How can I cancel the operations made using the Promocode?
If you don’t want to use the Promocode filled in, you can cancel the operation by clicking the button “remove” ; then the system will calculate again the amounts and you will be able to fill in the Promocode one more time. The new operation can be made just before making the payment.

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What I have to do if the code is not accepted?
The Promocode can’t be accepted because:

The Promocode is expired:
When the chances of use number has been reached or because Promocodes with a temporal expiration are used

The code was already used:
When you try to use a single use Promocode or a multipurpose code for which the chances of use number has been reached.

The Promocode filled is not valid for the chosen flight-itinerary-classflight:
When the code can’t be used for the chosen flight-itinerary-classflight.

The Promocode is not valid:
When the Promocode is not filled in correctly.

The personal data are not valid:
When name, surname and e-mail address have not been filled in correctly.

Personal Promocode are not valid for bookings with more passengers:
The entered Promocode is used exclusively for personnel a reservation that includes the only holder of the Promocode.

The promo code you entered is valid only for baggage purchase:
When you try to use a Promo Code valid only for baggage purchase.

The promo code you entered is valid only for round trip flights:
When you try to use a Promo Code valid only for round trip flights.

Can refund the value of the Promocode?
The Promocode is not refundable.

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RE-PRINT YOUR TRAVEL DOCUMENTS

What is the service " Re-print your travel documents "?
Through the service " Re-print your travel documents " it is possible to re-print the travel documents relating to the flight and possible luggage, previously booked.

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What are the service " Re-print your travel documents " costs?
The Re-print your travel document service is entirely free.

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When is it possible to re-print the travel documents?
Anytime after the travel or luggage ticket purchase, on condition that the booking was entered at least 30 minutes before.

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How to re-pring the travel documents?
To re-print the travel documents, it is necessary:
- to access the web site www.meridiana.com in the section "Manage booking",,
- to click on "Re-print your travel documents"
- to enter the booking code and the passenger surname present on the booking
- print the documents divided by type of flight and booking.

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In the section "Re-print your travel documents" is it possible to print boarding pass as for the web check-in?
NO. As to print the boarding card for the web check-in it is necessary:
- to access the web site www.meridiana.com in the section "Web Check-in",
- to enter the booking code and the passenger surname present on the booking
- move to the flight summary
- to print the boarding cards.

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CUSTOMER CARE

What should I do if my checked baggage has been damaged?
If your baggage has been damaged, you must visit the Lost&Found desk at the airport in which the damage was detected, and submit your complaint using the PIR – Property Irregularity Report.

If you wish to request compensation, please send a complaint form within 7 days from the date you made your report at the L&F desk, attaching the documentation listed below:

1. Damage descriptions and photographs with details
2. complaint issued by the Lost&Found office at the arrival airport (P.I.R.)
3. original flight ticket
4. original label baggage, receipt of possible extra baggage
5. complete bank coordinates, the name and address of the account owner, the Bank, Branch IBAN code (BIC/SWIFT code for account abroad only)
6. Contacts (address, telephone number, email address)

You can send the report by post at the following address:


By post:
Meridiana S.p.A
Baggage Claims Department
Centro Direzionale
Aeroporto Costa Smeralda
07026 Olbia OT


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What should I do if my checked baggage has been tampered with?
If your baggage has been tampered with, you must visit the Lost&Found desk at the airport in which the damage was detected, and submit your complaint using the PIR – Property Irregularity Report.

If you wish to request compensation, please send a complaint form within 7 days from the date you made your report at the L&F desk, attaching the documentation listed below:

1. Damage descriptions and photographs with details
2. complaint issued by the Lost&Found office at the arrival airport (P.I.R.)
3. original flight ticket
4. original label baggage, receipt of possible extra baggage
5. complete bank coordinates, the name and address of the account owner, the Bank, Branch IBAN code (BIC/SWIFT code for account abroad only)
6. Contacts (address, telephone number, email address)

You can send the report by post at the following address:


By post:
Meridiana S.p.A
Baggage Claims Department
Centro Direzionale
Aeroporto Costa Smeralda
07026 Olbia OT


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What should I do if my checked baggage is delivered late?
If your baggage has been delivered late, you must visit the Lost&Found desk at the airport in which the delay took place, and submit your complaint using the PIR – Property Irregularity Report. If you wish to obtain information on your baggage search status, please contact the Lost & Found office at your arrival airport using the numbers indicated on your copy of the P.I.R., along with the relative Case Number, from day 1 to day 5 from the date the P.I.R. was submitted..

After submitting your complaint using the P.I.R. form, please send the documentation listed below within 21 days from the date on the P.I.R form:

- P.I.R (property irregularity report)
- Copy or original copy of the flight ticket or electronic ticket receipt
- Complete bank coordinates, the name and address of the account owner, the Bank, Branch IBAN code (BIC/SWIFT code for payments abroad only)
- Copy or original copy of the flight ticket or electronic ticket receipt
- original label baggage, receipt of possible extra baggage
- Contacts (address, telephone number, email address)
- In case of late delivery: original receipts of expenses incurred
- In case of lost baggage: a list of baggage contents. (We remind you that articles of value, lifesaving medicines, important documents, must be packed in checked baggage by hand and personally custodit).

You can send the report by post at the following address:


By post:
Meridiana S.p.A
Baggage Claims Department
Centro Direzionale
Aeroporto Costa Smeralda
07026 Olbia OT


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What should I do if my checked baggage has been lost?
If your baggage has been lost, you must visit the Lost&Found desk at the airport in which the delay took place, and submit your complaint using the PIR – Property Irregularity Report. If you wish to obtain information on your baggage search status, please contact the Lost & Found office at your arrival airport using the numbers indicated on your copy of the P.I.R., along with the relative Case Number, from day 1 to day 5 from the date the P.I.R. was submitted..

After submitting your complaint using the P.I.R. form, please send the documentation listed below within 21 days from the date on the P.I.R form:

- P.I.R (property irregularity report)
- Copy or original copy of the flight ticket or electronic ticket receipt
- Complete bank coordinates, the name and address of the account owner, the Bank, Branch IBAN code (BIC/SWIFT code for payments abroad only)
- Copy or original copy of the flight ticket or electronic ticket receipt
- original label baggage, receipt of possible extra baggage
- Contacts (address, telephone number, email address)
- In case of late delivery: original receipts of expenses incurred
- In case of lost baggage: a list of baggage contents. (We remind you that articles of value, lifesaving medicines, important documents, must be packed in checked baggage by hand and personally custodit).

You can send the report by post at the following address.


By post:
Meridiana S.p.A
Baggage Claims Department
Centro Direzionale
Aeroporto Costa Smeralda
07026 Olbia OT


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Who should I contact concerning my baggage insurance compensation?
In this case, please contact by e-mail to the following address: servizioclientibagagli@meridiana.com.

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Who should I contact concerning a refund for a ticket I did not use?
If you purchased your airline ticket on the www.meridiana.com website or via our Call Centre, please contact our Call Centre at 89 29 28 or send an e-mail to callcenter@meridiana.com in order to request a refund.
Alternatively, you can submit your application for a refund on the www.meridiana.com, website in the Refund and Flight Change section.

If the ticket was purchased via a travel agency, or other sales channels, please contact the office that issued the ticket. The issuing office will contact the Airline and handle the procedure on your behalf.

Refunds will be calculated according to the tariff rules accepted during the ticket purchase phase, including any penalties indicated therein. Regardless of the tariff rate and penalties applicable, Meridiana will charge an administration fee of Euro 15.00 (20.00 Euro for reimbursement from March 25, 2012) per ticket for all refund procedures.

Warning: if passengers decide not to travel following a flight cancellation or delay in departure of over 5 hours, they will be entitled to receive a full refund for the amount paid for the ticket, relating to the portion of the trip in question, with no penalties or deductions.

If the ticket was not used due to hospitalisation of the passenger, please send an application, together with documentation proving such conditions, to our Call Centre by fax to + 39 0789/646005.
Exceptions to the applicable penalties foreseen by the tariff regulations are left to the discretion of the Airline.

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What should I do if I do not receive the refund or compensation already authorised by the Airline?
In this case please contact our Call Centre at 89 29 28 (every day from 7.30 a.m. to 11.00 p.m.), who will verify the credit failure reasons and will provide feedback.

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How can I send a complaint/suggestion/appreciation remarks to the Airline?
Passengers who have encountered problems when travelling with the Airline can contact the Customer Care Service:

Reports on operating adversities
To report any operating adversities (cancellations, delays, overbooking and other inconveniences) please make a written complaint to the Customer Care Services who will examine and report back to you as soon as possible.
Please download the form, provide all the requested information and send it to the Customer Care Service, attaching a copy of your ticket and boarding card.

You can send the report by fax, mail or e-mail, whichever suits your needs; we do however recommend that once you start using one of these options, you continue to use the same for all future communications.


By post:
Meridiana S.p.A
Servizio Relazioni Clienti
Centro Direzionale
Aeroporto Costa Smeralda
07026 Olbia OT


By fax:
Meridiana S.p.A.
Servizio Relazioni Clienti
+39 0789 52927

By E-mail:
in order to send your report, please scan the following documents onto your PC:
- the completed form
- your flight ticket
- your boarding card
and attach all of the above to this e-mail form.


Suggestions
If you wish to send your own suggestions to help us improve our services, and bring them into your line with your expectations, or if you would like to compliment us for a specific service or the resolving of any adversities, please download the relative form, completing it with all the required information, and send it to our Customer Care Service.

Suggestion Form  ||   Compliment Form

You can send the report by fax, mail or e-mail, whichever suits your needs; we do however recommend that once you start using one of these options, you continue to use the same for all future communications.



By post:
Meridiana S.p.A.
Servizio Relazioni Clienti
Centro Direzionale
Aeroporto Costa Smeralda
07026 Olbia OT


By fax:
Meridiana S.p.A.
Servizio Relazioni Clienti
+39 0789 52927

By E-mail:
in order to send your suggestions, please scan the following documents onto your PC:
- the completed form
and attach it to this e-mail form.



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What should I do if I have incurred damage or injuries during my flight?
To report any adversities about damage or injuries during the flight please make a written complaint to the Customer Care Services who will examine and report back to you as soon as possible.
Please download the form, provide all the requested information and send it to the Customer Care Service, attaching a copy of your ticket and boarding card.

You can send the report by fax, mail or e-mail, whichever suits your needs; we do however recommend that once you start using one of these options, you continue to use the same for all future communications.


By post:
Meridiana S.p.A.
Servizio Relazioni Clienti
Centro Direzionale
Aeroporto Costa Smeralda
07026 Olbia OT

By fax:
Meridiana S.p.A.
Servizio Relazioni Clienti
+39 0789 52927



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TERRITORIAL CONTINUITY SARDINIA

What rules are applied to the territorial continuity Sardinia??
The territorial continuity Sardinia has some different rules depending on which route you want to fly.

On flights from Rome and Milan Linate to Olbia (and vv.) the Ministerial decree provides a single rate for all passenger from September 16th till June 14th, while for passengers that are resident in Sardinia or disabled or who have age requirements (less than 22 years or over 70 ) or are University students up to 27 years of age are applied for the whole year of this tariff.

On routes from Bologna and Verona to Olbia and Cagliari (and vv.) And Naples and Turin to Cagliari ( and vv. ) the territorial continuity has two prices: one for who are resident in Sardinia or disabled or who have age requirements (less than 22 years or over 70 ) or are University students up to 27 years of age and the other one for all those who are not in possession of the above characteristics.

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The passengers who have right to territorial continuity, what documents need to show at check-in?
For Residents, Youth and Seniors over the age of 70 is asked to show identification proving residence in Sardinia or age requirements.
For university students between the ages of 18 and 27 years old, enrolled at the university's request, the identity card or passport and student card or certificate of registration valid.
Disability: the definition of disability and the limits of acceptability on each flight, please refer to IATA regulations and related certifications required.
Carer of the disabled person is charged at the rate corresponding to the category.

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How many subsidized and non subsidized special-rate seats are available?
The number established in an agreement with the government.

How do I reserve flights for connections operated under the territorial continuity?
All connections of territorial continuity and prices are reserved and purchased through our website, the call center, a travel agency or airport ticket office.

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ADMITTANCE REQUIREMENTS IN MERIDIANA DESTINATIONS

What are the admittance requirements in Meridiana destinations?
Different entry immigration regulations apply between destinations served by Meridiana .
For more information click on destination of your choice:

Bari
(ITALIE)

Bologna
(ITALIE)

Cagliari
(ITALIE)

Catania
(ITALIE)

Chisinau
(Moldova)

Crotone
(ITALIE)

Dakar
(Senegal)

Florence
(ITALIE)

Fortaleza
(BRAZIL)

F.Ventura
(Spain)

Holguin
(CUBA)

Havana
(CUBA)

La Romana
(REP. DOMINICANA)

Lampedusa
(ITALIE)

London
(Inghilterra)

Maceio'
(BRAZIL)

Maldive
(Maldive)

Mauritius
(Mauritius)

Milan
(ITALIE)

Mombasa
(Kenia)

Mosca
(Russia)

Naples
(ITALIE)

Natal
(BRAZILE)

New York
(U.S.A.)

Nossi be
(Madagascar)

Olbia
(ITALIE)

Palermo
(ITALIE)

Pantelleria
(ITALIE)

Parigi
(France)

Porto Seguro
(BRAZIL)

Rome
(ITALIE)

Salvador
(BRAZILE)

Santiago de Cuba
(CUBA)

Sharm el sheikh
(Egypt)

Tel Aviv
(Israel)

Tenerife
(Spain)

Turin
(ITALIE)

Trapani
(ITALIE)

Venice
(ITALIE)

Verona
(ITALIE)

Zanzibar
(Tanzania)

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FLY-PASS

What is the Fly Pass club ?
It is the exclusive Meridiana Club. A world of privileges, services and special cares reserved to Meridiana's best customers. Special offers and a series of additional services designed to make your journey more comfortable. You can discover the advantages reserved to the members of the Club in the reserved Fly Pass section. Fly Pass.

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How to access to the Fly Pass club ?
A) For Co-branded Meridiana-Bpercard credit card holders, you just have to reach 11.000 miles of which:

- 2.000 miles collected through the use of the credit card as a payment form;
- 9.000* miles collected through flights.

*in order to reach the necessary miles, the entering bonus or any other bonus, the miles relating to the previous programs and those collected by benefiting from the partners services are not to be considered.

B) For Hi-Fly Now customers it is sufficient to reach 12.000 *miles by using Meridiana flights.

C) By buying the Fly-Pass service card, calling the Customer Care at the following number 199.111.335.



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How long does the Fly Pass Card last?
The Fly-Pass status is valid for one year from the date of issue. The renewal for Hi-Fly Customers (Advantage or Now) who became Fly-Pass because of their mileage, is automatic in case the necessary conditions remain and the miles are collected within the program's expiry. For further information and to know the terms of the program, you can view the regulation in the reserved section.
For more information and to know the terms of the program, you can consult the regulations in the section.

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What are the advantages?
Meridiana reserves Fly Pass Club members a series of exclusive privileges. Reserved Customer Care at the following number 199.111.335; free pre assignment of the seat (on flights where this is foreseen); reserved check-in desks; free access to the Vip Lounges (where available); priority boarding at the loading bridges; extra baggage; fast track (where available); priority baggage delivery service (where available); discount on special assistances and a series of privileges and special offers. To learn more you can view the section dedicated to the Fly Pass advantages.

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Are the advantages reserved only to the card holder?
The advantages and all the privileges are extended to one escort.

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Do the privileges also apply to charter flights or to flights of other airlines?
You can not exercise the privileges in case the ticket has been issued by a Tour Operator for charter flights. The advantages are associated to the possession of a Meridiana ticket. The prerogatives of access to the Vip Lounges or to the fast Tracks do not apply, if the card holder flies with another airline.

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What do I get to prove they belong to the Fly Pass club?
Once you reach the line of necessary miles (for Hi-Fly Advantage or Now members) or within a few days after the issue, in case of purchase through the Customer Care, you will receive the golden card to be presented at the check-in in order to benefit from the special advantages, directly to your home or to the communicated address.

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What mileage of the Hi-Fly program is not to be considered to become Fly Pass?
In order to reach the necessary miles, the entering bonus or any other bonus, and the miles collected by benefiting from the partners services are not to be considered.

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Can I buy the Fly Pass Card?
It is possible to purchase the Fly Pass Card by calling the reserved Customer Care at the following number 199.111.335 and communicating your personal data and your credit card number.

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How much does Fly Pass Card?
The Fly Pass card costs euro 350,00 VAT included and very special discounts are provided.
For information contact Customer Care at the number 199.111.335.

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Can you ask for an invoice?
Yes, simply communicate the invoice data before the payment

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What are the contacts for Fly Pass card holders?
Dedicated phone number: 199 111 335 (fully paid number at a specific fare)open every day from 07.30 to 23.00.
Fax: +39 0789 646005
E-mail:info.flypass@meridiana.com

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If I buy the Fly Pass card, can I earn miles?
The Fly Pass card is a service-card only and it doesn’t entitle the accumulation of miles.

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Can I do the web check-in?
You can use this service if you have hand luggage only. The web check-in service is available just for bookings of flights operated by Meridiana, on its tickets only, beginning with numbers 191.

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Do Fly Pass Club members receive promotions and/or newsletters?
A Fly Pass newsletter with various discounts and special offers is sent monthly to the Fly Pass card owners.

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For which flights you can take advantage of the priority baggage delivery service?
The priority baggage delivery service is active:
- for national direct flights to Linate.
- for national direct flights to Olbia.
- for national direct flights to Cagliari.
For national direct flights to Rome Fiumicino from the airports of Cagliari, Olbia and Verona.
For intercontinental flights operated to and from Milan-Malpensa, New York, Rome-Fiumicino, Bologna, Naples, Palermo, Zanzibar, Mombasa, Male, Colombo, Mauritius, Dakar, Fly Pass passengers can take advantage of the priority baggage delivery by registering at the Business Class desks.

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Is the access to VIP lounges allowed into all the airports on which Meridiana operates?
Access is provided at the airports of Olbia (open during all weekends from late April. From June 1 to September 30 is open daily. Finally, it is expected to open for the Christmas period and for New Year, for the Easter holidays, for April 25, May 1 and June 2.), Bari, Bologna, Cagliari, Catania, Florence, Milan Linate, Milan Malpensa, Naples, Olbia, Palermo, Rome Fiumicino, Turin, Venice, Verona; Dakar, London, Maldives, Mauritius, Mombasa, New York. For more details, visit the section dedicated to Fly Pass advantages.

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Do I have to pay a surcharge for the transportation of checked baggage?
All Fly Pass Club members are exempt from the payment of their checked baggage.

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What are the benefits on the weight of baggage granted to Fly Pass card holders?
DOMESTIC FLIGHTS excluding tickets with territorial continuity Sardinia fare: 1 free baggage, max 30 Kg in basic class, 2 free baggages, max 30 kg each in PREMIUM class.
INTERNATIONAL FLIGHTS EUROPE excluding flights from/to Canaries and NEW YORK: 1 baggage max 30 Kg in economy class, 2 baggages max 30 Kg each in business class Privilege
INTERCONTINENTAL FLIGHTS and flights from/to Canaries: 1 baggage max 30 Kg in economy class, 2 baggages max 40 Kg total in business class Privilege.

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What is the Fast Track service and where it is available?
It is a service to access fastly to security checks. The "Fast Track" is active in Olbia airports, Linate, Malpensa Terminal 1, Naples and Bologna (it is located inside the Marconi Business lounge). The service is completely free.

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Am I entitled to get discounts for the transportation of sports equipment?
On all domestic flights operated by Meridiana, the Fly Pass Club members that have to take on board sports equipment, pets, or need assistance on board for unaccompanied minors on domestic flights, receive a discount on the cost of service equal to 20% if the purchase is made through the Call Center or 10% if the purchase is made at the airport.

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What is the carnet subscription?
The Meridiana carnet is an essential subscription for those who travel frequently and want to be able to take advantage of dedicated fares at advantageous prices. It is made up of 20 coupons that entitle to a discount from 20% to 45% on the fare depending on the route chosen and the availability on the flight. All Meridiana carnets are valid for 1 year starting from the date of issue and can be used by their holder and/or two beneficiaries.

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Am I entitled to discounts on the purchase of the carnet subscription?
For Fly Pass Card holders wishing to purchase a subscription carnet there is a reduction in price:
- Single Route: euro 49 (instead of euro 59);
- Market: euro 99 (instead of euro 109);
- Multi-Route: euro 149 (instead of euro 159);

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Are there further advantages for Fly Pass Card holders?
Besides the Meridiana advantages, Fly Pass Card holders can benefit from the exclusive offers that the business partners of the program provide, among these, the major car rental companies, the most prestigious hotel chains and other services. To always be up to date on the offers that Meridiana and its Partners reserve you, you will periodically receive the Fly Pass News.

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How can I report the theft or loss of the Fly Pass card?
-If you are a Meridiana Bper Credit Card holder, you have to contact the Customer Service at the following toll-free number 800.440.650 (from Italy) or +39 079 2839699 (from abroad) to report the loss or theft of the card. Both lines are open every day 24 hours a day. -If you are a Fly Pass Card holder, you can report the theft by sending an email to the following address info.flypass@meridiana.com or by contacting the reserved phone number 199 111 335, open every day from 07.30 to 23.00.

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If I buy the Fly Pass Card, do I have the possibility to access the private area of the web site as a registered costumer?
The Fly Pass Card is a service card and therefore you do not collect miles with it or access the relating area. In order to be able to access it, you have to subscribe the Hi Fly program or register to the web site

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I am a Hi Fly member, can I buy the Fly Pass Card?
The Fly Pass card can be bought by contacting the reserved Customer Care at the following phone number 199.111.335, open every day from 7.30 to 23.00.

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I am a Fly Pass Card holder, can I register to the Hi Fly program?
You can register to the program by accessing the Frequent Flyer section of the web site www.meridiana.com, by filling out the registration form. You can choose between the option Advantage or Now.
For further information visit the Hi Fly section or contact the Customer Care Hi Fly at the number 199.414.400.

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HI-FLY

Who can enroll the Meridiana Hi-Fly Now program?
The registration to the program is open to anyone who is at least 18 years old. Employees who work for the Meridiana Group, for other Air Lines or any Society in this sector are not allowed to register to the program.

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How do you register to Hi-Fly program?
To register to Hi-Fly Now, you must fill in the form you find in the Frequent Flyer section on the www.meridiana.it and send it in on-line or you can automatically be registered while profiling “Registered Clients” that you find available as well on the Meridiana.

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What do I receive to prove that I am a Hi-Fly member?
At the end of your registration on-Line, you will receive a virtual card and an e-mail with a personal code that allows you to enter the area reserved to our clients.

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How long is the Hi Fly status?
The status remains until the end of the program and it will not be automatically renewed. For more information and in order to know the terms of the program, the regulation is available on-line in the reserved section. The program will be valid until January 31, 2014.

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How do you gain miles in order to win prizes?
To gain miles you must make use of Meridiana services and also from the partners that participate to the program. You can find The Partner list and the miles list in the regulations available in the www.meridiana.com website.

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How can I get the bonus miles?
The bonus miles can be earned by purchasing tickets on the Meridiana official website. You can also get additional frequency-bonus. For further details, a miles table is available on the www.meridiana.com website.

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When can I request the prizes?
You can redeem the prizes as soon as you gain the number of miles for the prize you have chosen and not after the program expiry date.

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How can I request the prizes?
You can request the prizes on-line through your own Hi-Fly miles account or by calling the following telephone number: 0039 789 52776, every day from 07.30 a.m. until 11.00 p.m. After your request, a voucher with a number indicating the kind of prize chosen will be issued.

The voucher will also have an expiry date.

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How can I convert a voucher into ticket?
In order to convert the voucher into ticket, you have to contact the number 199.414.400 and reserve the flight for which taxes will be paid by credit card.

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How long is the validity of the voucher?
The validity of the voucher depends on the kind of prize requested:

- For prizes chosen from catalogue, you must contact the Customer Care Hi-Fly within ten days to request the prize.
- For prizes concerning services (flights, car rentals, hotels, etc.), you must contact the Hi-Fly Customer Care within 90 days in order to make reservations for the prize requested.

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How can I receive 750 miles bonus by introducing a friend that has registered to the Hi-Fly program?
At the time of enrollment (only via web) your Friend has to include your Hi Fly code in the space reserved available on the on-line form.

As soon as he has reached 1000 miles Hi-Fly, you will receive a bonus of 750 miles.

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How do I get the Fly Pass status and what are the services which I can use?
In order to become a Fly Pass member you have to accumulate 12.000 miles through Meridiana flights.

A series of services is offered to Fly Pass Holders:

- Dedicated phone number 199.111.335;
- Guarantee of highest priority in the event of a waiting list;
- Facilities on the weight of luggage;
- Dedicated check-in desks;
- Access to VIP rooms (if any);
- Priority boarding on the finger;
- Services and various discounts;
- Free seat assignment;
- Easy access to security checks at the airports of Olbia, Linate, Malpensa Terminal 1, Bologna;
- Priority baggage delivery at airports at which the service is active;
- Discount for special assistance purchasing;
- Discount for the purchase of National Carnet Subscriptions.

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Who can I contact for more information on the Hi-Fly Program?
You can receive any information on the program by contacting the Hi-Fly Customer Care 0039 0789 52776.

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What is the PIN? How do you preserve it? What happens if I lose or don’t remember it?
The PIN (Personal Identification Number) is a secret personal code made up of four numbers. The PIN related to the Hi-Fly Now Program, that will be sent by e-mail, allows you to enter the Hi-Fly Program information and all the other functions through the website (consultation of your own personal miles account, updating of your personal information, voucher request, etc.) If you do not remember your secret number, you have contact the Hi-Fly Customer Care Service at the following number: 0039 789 52776.

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