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Contact Information

Website:

www.neosair.it

Mailing Address:

NEOS S.p.A. headquartered at 68 Via della Chiesa, Somma Lombardo (Zip Code: 21019)

Phone:

+39 0331 232833

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The Complete Guide to NEOS Complaints & Compensation Requests

The Complete Guide to NEOS Complaints & Compensation Requests

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Joanna Teljeur

Last Updated:  

Your NEOS flight was a nightmare, but you want to do more than just write a negative review.  No matter what you encountered, you deserve to have your concerns addressed. Plus, depending on the issue, you could even get financial compensation. So, in this guide, we’ll give you NEOS’ contact info, explain when you could get paid for your trouble, and share some tips on how to have the best outcome possible.

Disrupted flight? You might have a right to compensation - up to €600Check Your Flight

About NEOS Complaints

NEOS might give you vouchers or travel credits after a disappointing trip, but they are required by EU law to compensate you for issues related to flight delays and cancellations, denied boarding, and baggage loss or damage.

So, before you send your complaint, take a minute to review your passenger rights. This will give you a better idea of what to expect, but you can also reference these rules when you write to NEOS.

NEOS Customer Service Phone Numbers

If you need immediate help, especially if you’ve had a cancellation or a long delay, calling NEOS is the best way to go. You can get help with a rebooking and other pressing concerns. If you face extensive wait times, you can also try to get help by using the chatbot on the NEOS website.

Location

NEOS Phone Number

Europe

+39 0331 232833

United States

+1 646 395 3802

Canada

+1 866 593 1885

NEOS on Social Media

When strikes or other events cause widespread delays and cancellations, you might have to wait as long as an hour to speak to a customer service agent. One way to get help more quickly is to write a direct message to NEOS on one of their social media channels.

NEOS Contact Form for Complaints & Claims

If you want to submit a formal complaint, it’s best to do so in writing. With NEOS, you will have to do this through their official complaint form. Before using the form, you’ll have to login to your NEOS account.

It’s very important to include as much information as possible about your experience, including:

  • Dates, times, and specifics about your flight
  • Supporting information to serve as evidence of your situation
  • Awareness of your passenger rights. You can reference EU261 or the Montreal Convention for baggage mishandling. 

contact form neos

4 Tips for Submitting a Complaint with NEOS

  1. Be persistent but patient. Bear in mind that customer service agents are doing their best to help you quickly and efficiently, so a little kindness goes a long way.
  2. Add evidence of your disruption. Include prior conversations with airline representatives, photos, booking receipts, etc.. The more information you provide, the better.
  3. Provide detailed information about your experience, including all the relevant details of your flight. Describe what happened clearly so that your complaint will be understood.
  4. Keep a record of your complaint. Take screenshots of the contact form before sending it and keep track of the date and time that it was sent. If you follow-up with the airline, you’ll need this information to show when you originally contacted them.

What if You Don’t Get a Response?

Don’t expect to get an answer right away. In fact, it can take a week or so to get an acknowledgement of your complaint and up to a month for it to be properly addressed by NEOS.

If you don’t hear back in 30 days, here’s what you should do:

  1. Follow up by using the contact form. Include the date and time of your first message.
  2. You can also escalate your case to the National Enforcement Body for your region.
  3. Let AirAdvisor handle your claim or complaint for you!

Need Help with Your Complaint?

AirAdvisor has helped over 450,000 passengers get compensation for flight delays, cancellations, and mishandled baggage. Our legal team knows exactly how to deal with airlines like NEOS, so you don’t have to. 

Enter your flight details below to see if you’re owed airline compensation and to start your claim!

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Joanna Teljeur

Author:

Joanna Teljeur

Job/Position: Editor, Senior Writer

Joanna is a writer, editor, and consumer rights advocate.

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Complaints

Marie Cerna

Dec 26, 2024
Formulář o odepření nástupu na palubu nám nebyl vydán. Letadlo společnosti NEOS mělo přistát na letišti Brno, ale nepřistálo. Následně s cca 2 zpožděním jsme se dozvěděli, že nepřistálo kvůli viditelnosti dráhy. (všichni cestující letadlo viděli přistávat, přistávalo cca na 5 pokusů) Následně jsme se dozvěděli, že odlet bude z letiště Vídeň. Vrátili nám odbavená zavazadla a v 17.30 jsme odjeli autobusem do Vídně. Tady proběhlo opětovné odbavení s odletem 23:30 (viz. kopie odletové tabule) místo 18:05. Následovalo další čekání v letadle na odlet. Ve skutečnosti jsme z Vídně odletěli 01:30 následující den . Do cílové destinace Mauricius jsme doletěli v 15:15. Letecká společnost NEOS ke zpoždění nic nesdělila. Od personálu letiště v Brně v 16:00 hodit jsme dostali poukázku na občerstvení v hodnotě 6 EUR na osobu. Personál letiště nic jiného nezajistil. Na letišti ve Vídni jsme i přes další zpoždění nic nedostali. Důsledkem bylo zkrácení pobytu o 8 hodin (nečerpání All inclussive)
Marie Cerna

Dec 26, 2024
Letadlo společnosti NEOS mělo přistát na letišti Brno, ale nepřistálo. Následně s cca 2 zpožděním jsme se dozvěděli, že nepřistálo kvůli viditelnosti dráhy. (všichni cestující letadlo viděli přistávat, přistávalo cca na 5 pokusů) Následně jsme se dozvěděli, že odlet bude z letiště Vídeň. Vrátili nám odbavená zavazadla a v 17.30 jsme odjeli autobusem do Vídně. Tady proběhlo opětovné odbavení s odletem 23:30 (viz. kopie odletové tabule) místo 18:05. Následovalo další čekání v letadle na odlet. Ve skutečnosti jsme z Vídně odletěli 01:30 následující den . Do cílové destinace Mauricius jsme doletěli v 15:15. Letecká společnost NEOS ke zpoždění nic nesdělila. Od personálu letiště v Brně v 16:00 hodit jsme dostali poukázku na občerstvení v hodnotě 6 EUR na osobu. Personál letiště nic jiného nezajistil. Na letišti ve Vídni jsme i přes další zpoždění nic nedostali. Důsledkem bylo zkrácení pobytu o 8 hodin (nečerpání All inclussive)
Jason Hales

Technical problems

Nov 13, 2024
Once we got to the airport after driving 2 hours, they told us our flight was delayed 36 hours. We could wait or receive a refund, we asked for the refund and have still not received. We booked a flight with another airline so we could still make our destination. But with the added cost of new flight on top of the first flight we couldn't afford to have the trip we planned. The tight budget and stress effected everything and my wife and got physically from the worry. We couldn't do what we had planned
Oded Hertzel Ben Ari

Problems at airport

Oct 8, 2024
We arrived at the airport (MXP) at 14:30 local time (3 hours before flight). The check-in wasn't open. An hour later we were told that the flight was cancelled. We were not given any explanation. No alternative flight was offered. No other offers or compensation were given. Later we learned that the EU advised against travelling to Israel, due to security reasons. We worked very hard on finding a flight that would take us back home, as our children were alone and it was almost high-holidays time in Israel. It was, of course, very stressful for us. The flight we found cost us an additional 1000 Euros. It should be mentioned that: 1. The security issue in Israel has been going on for a year now. There was nothing special on the 28th of September. 2. TLV airport in Israel was working regularly before, during and after the 28th of September. 3 Other carriers - ELAL and foreign - continued to fly to Israel. To conclude, the cancellation of the flight was not necessary both in real time and in hindsight. No explanation was given and no compensation or help of any sort were offered. Neos failed to give even the very minimum that is expected from an air carrier.
Alson Bibaj

Unknown

Sep 4, 2024
We arrived at 06.16 PM. 3 hours 39 minutes late. They said only there is a delay on the flight. That's it. No care was provided. We were with to babies almost 2 and almost 4 years old, sleeping in the airport chairs and waiting for the flight to depart. We came at the same day from Albania with another flight and another company, separate ticket from the one that we are claiming. There was a very long day and very bad experience since we were with to kids. I run a business in construction industry, here in New York City. To be on time matters to me and to the performance of the company.

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