Contact Neos customer service
Contact Neos on +39 0331 232800 or customer.care@neosair.it. Italian leisure airline to the Mediterranean, Maldives, Zanzibar, Mauritius and beyond.
Neos customer service: what to expect
Neos is an Italian leisure airline operating long-haul leisure routes for the Alpitour World tour-operating group plus selected scheduled service. The Milan-based customer-service team handles Italian and English calls during European business hours. Boeing 787-9 Dreamliners on long-haul leisure routes (notably to the Caribbean, Indian Ocean, and Maldives) are commercially unusual for a smaller European charter and reflect the parent tour-operator's package-holiday focus.
Getting through to Neos
Each Neos support channel is calibrated for a particular kind of problem. Match your request to the channel below.
Neos's app and neosair.it booking tools handle routine changes for direct-booked passengers.
Most Neos passengers are Alpitour package customers handled through the operator's commercial channels.
At a glance — Neos
Neos is hubbed at Milan-Malpensa (MXP) with secondary operations at Verona (VRN) and Bologna (BLQ). The fleet of Boeing 787-9 Dreamliner aircraft on long-haul leisure plus Boeing 737 MAX on short-haul covers Caribbean (Cuba, Dominican Republic, Mexico), Indian Ocean (Maldives, Mauritius, Madagascar), and Mediterranean destinations. Owned by the Alpitour World tourism group.
- HQ
- Somma Lombardo, Italy
- Primary hub
- Milan Malpensa Airport (MXP)
Common Neos support topics
Most calls to Neos customer service fall into four categories: baggage (lost, damaged or delayed luggage), refunds (after a cancellation or schedule change), name and booking changes, and same-day disruption (delays, rebookings, missed connections). Each has a different best channel — phone is usually wrong for the first two, and the right channel for the last two.
For a detailed walk-through of each scenario — including timelines, what evidence to collect, and which jurisdictional rules apply — see our editorial guides:
- Airline baggage claims: lost, damaged and delayed luggage — the 7-day deadline, Montreal Convention limits, and how to file a PIR.
- Airline refunds and vouchers — when you're owed cash (not a voucher), how long the airline has, and how to dispute a refusal.
- How to reach airline customer service fastest — channel-by-channel playbook with IVR tactics.
Passenger rights when flying Neos in the EU
If your Neos flight departs from an EU airport — or arrives in the EU on Neos metal — you may be entitled to fixed cash compensation between €250 and €600 per passenger under EU Regulation 261/2004, separate from any refund. The threshold for the compensation right is a delay of 3 hours or more on arrival, a cancellation less than 14 days before departure, or denied boarding due to overbooking. The right to care (meals, accommodation during long waits) applies even when no cash compensation is owed.
Frequently asked questions about Neos
- What is Neos's customer service phone number?
- Neos customer service can be reached at +39 0331 232800.
- What is Neos's customer service email?
- You can email Neos customer service at customer.care@neosair.it.
- Where can I find Neos support online?
- Visit https://www.neosair.it/en for official support options.
- Does Neos customer service offer support in English?
- Yes, Neos offers English-speaking customer service. Call +39 0331 232800 for support in English.
- How do I email Neos customer service?
- You can email Neos customer service at customer.care@neosair.it. Chatbot, WhatsApp and a support form are also available if you need a faster reply.
- Is Neos customer service available 24 hours?
- Neos customer service is not always available 24 hours a day. Check the opening hours section on this page for the current schedule.