ADVICES AND COMPLAINTS
Liberty Lines S.p.A. has always seen "customer centrality and satisfaction" as an essential goal and endeavours to carry out the services it provides in line with every reasonable expectation of its passengers.
Where passengers encounter a deficiency or irregularity in the service provided by the company, they can send a complaint and/or suggestions in writing using the "complaint form" available on all vessels and at company ticket offices, as well as to the company’s e-mail address: email@example.com
Passengers must give their own details as well as those connected with the journey (date, time, line, vessel), and provide a detailed description of the problem.
Passengers may also report any problems or inefficiencies of service in a letter sent to the company’s head office address:
Liberty Lines S.p.A
Via G. Serraino Vulpitta, n.5
CAP 91100 Trapani
Passengers must lodge a complaint within two months from the date on which the service was provided or should have been provided. Within one month of receiving the complaint the company must notify the passenger that the claim has been accepted, rejected or is still under investigation.
Liberty Lines S.p.A.’s definitive answer must be given within two months from the receipt of the complaint.
In any case, and without prejudice to the statutory limitation period, the passenger who suffers damage to their person at any time from the very first moment of the boarding process until the very last moment of the disembarkation process, must report it to the on-board command of the vessel and before the conclusion of the disembarkation process, giving their personal details.