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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What data do I need to make a reservation?
To book and buy on Meridiana website you must have: Full name of the passenger, full details of passport or identity card (if required) date of birth for childrens. It 'also need to enter a valid telephone number and an e-mail for any communications from the Company when you are abroad.

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How can I pay for my flight on the website?
The methods of payment accepted on our site are: credit card (or prepaid), bank transfer, Bancoposta, Masterpass and Postemobile.

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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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The credit card must be registered to the passenger?
It is possible to buy on our website with a credit card not issued to the passenger. In this case, the person making the payment, should have all the required details, including the security code.

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If I lose the ticket can I reprint it?
It I s always possible to reprint the transport document in the section "My reservation", select the "Reprint your travel documents" and enter booking code or ticket number and passenger name.

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What can I do if I realize I made a mistake on my booking?
If the booking is incorrect, you can change it or ask for refund within 24 hours of purchase. Please contact our call center at +39 0789 52682 or +1 718 751 4499 from USA. It is also available, every day from 7.30 to 23.00, our Facebook and Twitter staff for a real-time assistance.

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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.
- “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. The change can be done also by the "Manage My Booking", selecting the Change reservation and request refunds online.

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How can I get a refund for a flight purchased on the site?
The refund of a flight is possible depending on the type of fare purchased. The repayment can be made via:
- Online by "Manage My Booking", selecting the Change reservation and request refunds online.
- Call Center, by contacting the dedicated number + 39 0789 52609 (option 3) or via e-mail at refunds@meridiana.com.

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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-Bologna/Napoli/Torino/Verona; from/to Olbia-Bologna/Verona
5. Issue/substitution fees (admin fee) of € 4.50 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: € 4.50
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 (£ 4,00 for route) - New York ($ 6,00 for route) and Tel Aviv ($ 6,00 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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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 +39 0789 52609 option 2 (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, option 2.
It is also available, every day from 7.30 to 23.00, our Facebook and Twitter staff for a real-time assistance.

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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 +39 0789 52609 option 2 (from 7:30am to 11:00pm, seven days a week) which will provide you with help.
You can also check in the flight status on the website and it's available, every day from 7.30 to 23.00, our Facebook and Twitter staff for a real-time assistance.

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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, for technical assistance in navigating on the web site, write to: callcenter@meridiana.com.

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SEAT SELECTION AND WEB/MOBILE CHECK-IN

What is seat selection?
Our seat selection service allows you to choose an:
- Economy Standard seat ( small fee applies) so you can have the choice or Window/Aisle and be seated with family or friends.
- Economy Comfort Seat at the Emergency Exit for extra legroom or in the first few rows for ease of disembarkation.

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Which seats can I select?
For safety reasons only able bodied adults may occupy the Emergency Exit rows and similar restrictions apply to bulkhead seats. Restrictions Seats at Emergency Exits must be occupied by able-bodied adults. Adults accompanied by children under 12 years or a service animal (in cabin or in hold), passengers using a portable POC-Passenger Oxygen Concentrator, passengers with reduced physical, visual or auditing capabilities, persons over 2 metres tall or overweight and pregnant women are not permitted to occupy an Emergency Exit row. Similar restrictions apply to those seated in the first row of the cabin; if in doubt please contact our Call Center assistenzespeciali@meridiana.com or on the dedicated number +39 0789 52609, option 1 / from USA +1 718 751 4499.

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When can I select my seat?
You may select your seat between the time your ticket has been issued and 7 days before departure (fee will apply). Within 7 days of departure you may select an Economy Standard seat at no cost; a fee will apply if you select an Economy Comfort seat at the Emergency Exit row or first few rows of the cabin. If you don’t check-in on line you will be able to choose your seat at airport check-in.

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How much does seat selection cost?
The service costs varies according to the type of seat selected, the route (domestic, international, intercontinental) and booking class and the type of passengers. Holders of Meridiana Fly-Pass Gold Cards are entitled to free seat selection. For a list of charges please click here.

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On which flights does Meridiana offer seat selection?
Seat selection is available on all Meridiana operated flights but not on flights operated by airlines with which we have code-share agreement.

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Check-In and Bag Drop at the airport - how and when?
To facilitate on-time departures and ensure you have a relaxed journey it’s important to allow adequate time to check-in and complete security and Immigration controls. This is especially important at congested airports and during peak travel periods. Your flight departure time is printed on your e-ticket/Itinerary, please read it carefully and plan your journey to the airport to allow for unexpected travel delays.
- Domestic flights:
Check-in opens 2 hours before flight departure time and closes 35 minutes before flight departure time;
- European flights (except flights to Moldova):
Check-in opens 2 hours and 30 minutes before flight departure time and closes 45 minutes before flight departure time;
- Moldova:
Check-in opens 3 hours before flight departure time and closes 60 minutes before flight departure time;
- Intercontinental flights (except Dakar, New York, Mexico, Brazil and Cuba):
Check-in opens 3 hours before flight departure time and closes 45 minutes before flight departure time;
- New York, Mexico, Brazil and Cuba flights:
Check-in opens 4 hours before flight departure time and closes 60 minutes before flight departure time;
- Dakar flights:
Check-in opens 4 hours before flights departure time and closes 75 minutes before flight departure time;
- Bag Drop, Electa Class & Fly-Pass Gold Card:
There is a priority desk for Bag Drop and Electa Class & Fly-Pass Gold card holder check-in.

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What happens if I miss my flight?
In the case of a no-show within the check-in time limits, the passenger will lose all rights to board the plane, even if holding a reservation. In case of no-show at departure, Meridiana is entitled to cancel all reservations made for any further or return flights.

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Does Meridiana offer web and mobile check-in?
Yes, you may check-in online at www.meridiana.com and then print your own boarding pass or download it onto your Mobile (if you have downloaded the iOS Meridiana App you should use Passbook for direct access). If you are travelling with hand baggage only then you may proceed directly to airport security and then to the boarding gate. If you have checked baggage you should use the dedicated "Bag Drop" check-in desk.

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When does web and mobile check-in open?
Online check-in opens 7 days before departure and closes 2 hours prior to your flight departure time.

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How much does it cost?
Web and mobile check-in service is free of charge but a fee will apply if you choose an Economy Comfort seat.

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How do I check-in online?
Log onto www.meridiana.com and use either the Web Check-In or Manage my booking. You will need to enter your Booking Reference or Ticket Number.

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Is online check-in available on every flight?
Online check-in is currently available on Meridiana operated flights departing from Athens, Bari, Bologna, Cagliari, Catania, Florence, Kos, London/Gatwick, Mauritius, Milan Linate/Malpensa, Naples, Olbia, Paris, Rodi, Rome/Fiumicino, Turin and Verona. If you are travelling from any other airport we recommend that you use Advance Seat Selection to choose your favourite seat rather than wait till airport check-in.

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What are the limitations about web/mobile check-in service?
The service is not available to bookings made in the previous 30 minutes and to Unaccompanied Minors, passengers traveling with children under 2 years, those requiring special assistance, traveling with animals (in cabin or in hold) or requiring sport equipment.

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May I use the Fast Track security channel?
Passengers travelling on unrestricted ‘Top’ class fares may use the Fast Track security channel at Milan Linate and Malpensa, Bologna, Cagliari, Catania Naples and Olbia. All Meridiana Airlines passengers departing from At Rome Fiumicino are entitled to use the Fast Track desk to the left of the general security area. If you have hand baggage only you may proceed directly to security.

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Is there Web & Mobile Check-In Help?
If you have any problem using the Web or Mobile check-in please e-mail callcenter@meridiana.com providing your Name, Booking Ref. or ticket number. Our Help Desk is open daily from 07.30am to 11.00pm, or use Facebook or Twitter and if you have WhatsApp save our number +39 347 0767469 from 08.00 to 22.00 daily for have an immediate assistance.

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What documentation do I need for boarding?
All passengers must present official photo ID such as a passport, drivers licence or national ID.
Web Check-In: When you have completed web check-in you’ll receive a 2-page Boarding Pass for each passenger. Please print out each page and give the Airport copy to the boarding staff and keep the ‘Passenger’ copy for your own use.
Mobile Check-In: Your boarding pass on your Smartphone, iPad or tablet will be scanned by the staff at the boarding gate. Leave your mobile device powered on for possible inspection of the boarding pass by the cabin crew. Sardinian Resident & others availing of ‘Territorial Continuity’ fares: Please present original residence document or appropriate proof of status such as Student ID, etc. Failure to produce proof or eligibility will result in denied boarding and no refund.

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What happens if my web boarding pass has been lost or forgotten?
On Meridiana website, on web check-in area, you can reprint your boarding pass simply by entering your booking reference and passenger's family name. If you have lost or forgotten your web boarding pass please contact the check-in counter or Meridiana Ticket Sales office (at least 90 minutes prior to departure) who will re-print it at no cost. You will need your Booking Ref., copy of e-ticket or official photo ID such as a passport, drivers licence or national ID.

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CALL CENTER

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

Country Telephone Cost per minute
Usa 1 718 751 4499 Call costs depending on your telephone provider
and the call package you have
Other Countries + 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 2 to 5 euros depending on the route. For further details read click here.

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How can I purchase a ticket?
Tickets can be booked by website or calling the Call Center. If you have a booking not confirmed with the payment, calling the call center, 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 5.00 euro fee per issuing and per segment will be charged on the ticket cost.

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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. It is possible ask for refund by contacting the dedicated number + 39 0789 52609 (option 3) or via e-mail at refunds@meridiana.com.

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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.
For further information, click here.

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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.
There is also a Voluntary Unaccompanied Minor practice for teenagers from 14 and 17 years old.
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.

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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. For further informations click here.

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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 not available on all aircrafts and it is possible book by website or by call center. The request must be made booking the flights and is subject to confirmation by the Company.

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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 without obligation to do web 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 many international and intercontinental destinations.

 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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How can I pay for a special baggage?
It can be purchased directly on the website or 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 extra or special equipment is the same as paying at the airport?
If you need to buy an extra luggage, or special baggage, the cost through the website and call center is lower than the purchase at the airport. The ticket counter can charge a fee for the transaction.
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 the best price with our partners Avis and Budget.

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Contacting the Call Center can I plan my travels and save?
Meridiana offer WebCarnet suitable for those who want to save money, but at the same time have a flexible fare. The carnet can be purchased online, where you can find all the information to choose the best product for your business or vacation, or calling our call center at the number +39 0789 52682.

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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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AIR PASS MERIDIANA

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

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

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How many flights make up a air pass?
All air pass types have 10 one way prepaid tickets.

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

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How do I manage my air pass?
The air pass can be managed online: just connect to the www.meridiana.com site, access the section, “My air pass,” 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 air pass?
The required informations are:
- air pass code + owner’s e-mail
Or
- air pass code + beneficiary’s e-mail.

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What is the difference between the air pass owner and the beneficiary/ies?
The owner is the one who bought the air pass, 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 air pass owner can also be the beneficiary.

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What functions are available in the air pass area?
In the air pass management area, the following functions are available:
- air pass purchase: to buy more air passes (function usable by both owner and beneficiary/ies)
- Ticket issue: to issue tickets (function usable by both owner and beneficiary/ies)
- air pass 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 air pass management (function usable by both owner and beneficiary/ies)
- Esc: logout from air pass management area (function usable by both owner and beneficiary/ies).

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After buying an air pass, 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 air pass management area
- select the ticket issue area
- select the air pass 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 air pass 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 pass, only the routes chosen during carnet purchase will be available.

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Once a ticket is issued, can I make any changes?
It's possible to make the change to a ticket issued, by accessing the dedicated area. For more details click here.

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How long is a air pass valid?
The air pass 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 air pass 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 meridiana.com, m.meridiana.it or app for mobile device iPhone/iPad/Android.

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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 + 39 0789 52609 (option 3) or send an e-mail to refunds@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.

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 or +1 718 568 02 04 from USA.
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 + 39 0789 52609 option 3 (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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FLY PASS GOLD

What is the Meridiana Gold Fly Pass Club?
This is the exclusive Meridiana club. A world of privileges, services and attention dedicated to the best Meridiana customers. Special Offers and a series of additional services designed to make your trip more comfortable. You can discover the benefits reserved for Club Members in the relevant Fly Pass section.

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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.

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What are the benefits?
Meridiana reserves for Gold Fly Pass Club members a series of exclusive privileges: Dedicated Customer Care by phoning +39 0789 52776; free pre-assignment of seating (on flights where this is available); priority on waiting list; dedicated check-in desks; free access to Vip Lounges (where provided); priority boarding through tunnel; extra baggage; fast track (where provided); priority baggage collection service (where provided) and a series of discounts and special offers. To learn more about this, refer to the section dedicated to the Fly Pass Benefits.

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Are the benefits only reserved for the card holder?
The advantages and all the facilities are extended to one travelling companion.

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Are the facilities also applicable to charter flights or to flights with other airlines?
It is not possible to use the facilities in the case of tickets that have been issued by a Tour Operator for charter flights. The advantages are associated with possession of Meridiana travel title. The prerogatives of access to Vip lounges or to the fast track services are not applicable if the holder flies with another airline.

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What do I receive in order to prove membership of the Gold Fly Pass Club?
When the anticipated mile threshold is reached or within a few days of issue, in the case of purchase through Customer Care, the golden card to be presented at check-in in order to enjoy the benefits provided will be sent directly to your home or to the address indicated.

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What miles in the Meridiana Club program are not to be considered useful to become Fly Pass?
To achieve the miles, the initial bonus and any other bonus in addition to the miles earned by using the services of partners are not to be considered useful.

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Can I purchase the Fly Pass Gold Card?
It is possible to purchase the Fly Pass Card by calling the dedicated Customer Care service on the number +39 0789 52776 and communicating, in addition to your personal details, the credit card number

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Is it possible to request the issuing of an invoice?
Yes, simply communicate the data of the holder of the invoice when purchasing.

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What are the useful contact numbers for holders of the Fly Pass card?
Dedicated Fly Pass number: +39 0789 52776, line open daily from 07.30 to 23.00. Fax: +39 0789 646005 E-mail: info.flypass@meridiana.com

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When purchasing the Gold/Silver Fly Pass, can I accumulate Avios?
The Gold /Silver Fly-Pass is a Meridiana Club card for access to accumulation of Avios.

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Can I use web check-in?
Yes, you can use this service if you only have one piece of hand luggage. The web check-in service is only available on bookings of flights operated by Meridiana, on its tickets only, starting with the number 191.

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Will members of the Meridiana Silver/Gold Fly Pass Club receive promotions and/or newsletters?
The Fly Pass News is sent to holders of the Fly-Pass Card every month containing many promotions and special offers.

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For which flights is it possible to use the priority baggage collection service?
The priority baggage collection service is active:
- for domestic direct flights with Linate as destination,
- for domestic direct flights with Olbia as destination,
- for domestic direct flights with Cagliari as destination.

For domestic direct flights with destination Rome Fiumicino leaving from the airports of Cagliari, Verona and Olbia. For intercontinental flights operating to and from Milan-Malpensa, New York, Rome-Fiumicino, Bologna, Naples, Palermo, Zanzibar, Mombasa, Mali, Colombo, Mauritius and Dakar and offers Fly Pass passengers the possibility of priority baggage collection by registering at Business Class counters.

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Is there access to the Vip lounges at all the airports at which Meridiana operates?
Access is provided at the airports of Olbia (open during all weekends from late April until 15th June. From 15th June to 15th September the Vip lounges are open daily. Finally, the same are open for the Christmas and end of year festive period, for Easter, for the 25th April, 1st May and 2nd June), Bari, Bologna, Cagliari, Catania, Florence, Milan Linate, Milan Malpensa, Naples, Olbia, Palermo, Rome Fiumicino, Turin, Venice, Verona; Dakar, London, Maldives, Mauritius, Mombasa and New York. For more details, visit the section dedicated to the Fly-Pass benefits.

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Do I have to pay the extra charge provided for the transportation of checked baggage?
All Flypass Club members are exempt from the payment of checked baggage.

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What concessions are there on the weight of baggage for holders of the Fly Pass card?
- DOMESTIC FLIGHTS excluding tickets with Sardinia Territorial Continuity tariffs: 1 free piece of luggage max 30 Kg Economy class, 2 free pieces of luggage, max 30 Kg each in PREMIUM class,
- INTERNATIONAL FLIGHTS EUROPE (excluding the Canary Islands) and NEW YORK: 1 piece of luggage max 30 Kg in economy class, 2 pieces of luggage max 30 Kg in Privilege business class,
- INTERCONTINENTAL FLIGHTS and the Canary Islands: 1 piece of luggage max 30 Kg in economy class, 2 pieces of luggage max 40 Kg in Privilege business class.

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What is and where is fast track active?
This is the service of easy access to security checks . "Fast Track" is active at the airports of Olbia, Linate and Malpensa Terminal 1, Naples, Catania and Bologna (located within the Marconi Business lounge). The service is completely free.

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Am I entitled to discounts for the transportation of sports equipment?
On all domestic flights operated by Meridiana, Fly Pass Club members needing to carry sports equipment, pets or that require assistance on board for unaccompanied minors on domestic flights will benefit from a discount on the cost of the service of 20% if purchase is made through our Call Centre or 10% if purchase is made at airport ticket offices.

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MERIDIANA CLUB

Who can register with the Meridiana Club program?
The Meridiana Club is open to anyone over 14 years of age regardless of their country of origin.

For more details, refer to the regulations and/or to the program guide on the site meridiana.com in the Frequent Flyer section.

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What's the difference between Meridiana Club and Meridiana Club Silver/Gold Fly Pass?
In terms of Avios accumulation, none. The cards have different statuses to which the company associates different services on the ground and in flight but they all offer equal access to the rewards catalogue both in terms of Avios accumulation and purchasing.

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How can I register with the Meridiana Club program?
To REGISTER, fill in the relevant on-line form available on the Meridiana site.

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How do I acquire the Meridiana Club Silver Fly pass status?
For those who are already registered with the Meridiana Club, joining the Meridiana Club Silver Fly pass is simple; simply take 25 flights operated directly by Meridiana or accumulate at least 20.000 Avios on Meridiana flights during one calendar year. Upgrade is automatic and is valid for one year from the following year. To maintain the status in the second year, in the course of the following year you must remain within the range of flights offering entitlement to the status within the expiry period of the card indicated on the card itself. The card is valid for one calendar year.

If you wish to purchase the Silver Fly-pass services card: just give us a call on +39 0789 52776 and with 200.00 Euro you can access the Silver services. If you are a company learn more about the corporate offer. Click here (http://trade.meridiana.it/corporate/fly-pass-corporate/)

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How can I become a Member of Meridiana Club program?
Becoming a member of Meridiana Club is free and simple: just a few clicks for rapid online registration on the program and it is equally simple to accumulate Avios for each flight.

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What will I receive to prove membership of the Meridiana club?
At the time of registration on-line, you will receive a virtual card and the holder will also be sent via e-mail details of their personal code to access the reserved area.

With the third flight taken in the course of the calendar year, the physical Meridiana Club card will be sent directly to your home

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How long does the Meridiana Club status last?
The status of member of the Meridiana Club is indefinite. The accumulation of Avios and the enjoyment of rewards is linked to the reward operation, whose program is valid until 15th May 2017.

For more information and to learn more about the terms of the program, the regulations are available online in the relevant section.

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How do I accumulate Avios to enjoy rewards?
Accumulating Avios is easy: simply take flights operated by Meridiana or with our partners British Airways and Iberia. Avios are not accrued with Code Share flights. The percentage of Avios accumulated varies depending on the booking class and the flight distance in miles. The accumulation tables are published in the relevant program section.

For more information and to learn about the terms of the program, the regulations are available online at meridiana.com in the relevant section.

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When can I apply for the rewards?
The rewards selected can be requested upon achieving the respective Avios band not beyond the program end date, i.e. 15th May 2017. You can accumulate Avios valid for the program by 15th April 2017, while you will need to request any rewards accrued by the program end date.

Where you do not have the required number of Avios to request, you may access the reward by using the Avios & MONEY option, purchasing directly the difference of the value of the reward via the call centre.

For more information and to learn about the terms of the program, the regulations are available online at meridiana.com in the relevant section

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How can I request the rewards?
By phoning the number +39 0789 52865. Following the request a voucher will be issued indicating the type and code of the reward of your choice and the date of expiry of the same voucher.

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How do I request rewards of airline partners of the Meridiana program?
By contacting the Meridiana Club Call centre on the number +39 0789 52865.

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How can I claim missing Avios points?
The holder will be entitled to the crediting by sending a legible copy of the ticket or of boarding card within 4 months from the flight to which they refer, via mail, at MERIDIANA CLUB CUSTOMER CARE.

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Can I accumulate Avios points with flights used by another passenger?
No, Cardholders can earn Avios points only for flights made by them. Not entitled of AVIOS points to ticket purchased by the Owner but used by others passengers.

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Is possible to have another person to use my AVIOS?
Yes, The card holder or another person specifically indicated can enjoy the rewards.

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Do my Avios expire?
After a thirty-six (36) month period, during which the Member has not collected any Avios by flying with the Airline or with the Program Partners, the Airline will cancel the Avios on the Member’s account. Avios collected before April 15th, 2017 which have not been used by May 15th, 2017 will still be available to the Member for the purpose of participation in other programs with Avios and any Meridiana Club Program extensions, unless otherwise notified. Avios collected before April 15th, 2017 which have not been used by May 15th, 2017 will still be available to the Member for the purpose of participation in other programs with Avios and any Meridiana Club Program extensions, unless otherwise notified.

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Who can I ask for further information on the Meridiana Club program?
You can ask for any information on the program by contacting Meridiana Club Customer Care on the number +39 0789 52776.

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