Review Time
Never again with this company!!
After my flight was cancelled by the company itself, I have been trying for two days to send an e-mail for a refund...
Every link that is supposed to lead me to being able to write my e-mail gives me the same message... «Page not found”!!
Unacceptable company, unacceptable service!!
Never again with this company!! After my flight was cancelled by the company itself, I have been trying for two days to send an e-mail for a refund... Every link that is supposed to lead me to being able to write my e-mail gives me the same message... «Page not found”!!Unacceptable company, unacceptable service!!
We had a terrible experience with Neos Air on our recent JFK–Milan–JFK trip. The airline lost our luggage twice—once on the way to Milan and again on the return to JFK.The first incident alone cost us close to $2,000 in unexpected expenses: missed our connecting flight, two extra nights in Milan, rebooking fees and luggage charges, essentials for our family.We filed a formal claim with Neos on Dec 19 (Ref: 23195-2025) and provided receipts, but after nearly a month, we have received no response.We’ve flown this route for 10 years with another airline and never faced such disruption. With Neos heavily promoting Milan flights for the upcoming 2026 Winter Sports events, travelers should be aware of the risk. Reliability and customer service need serious improvement.Until Neos addresses these issues and compensates affected passengers fairly, we cannot recommend this airline.References: Milan Lost Baggage: MXPNO28684 and JFK Lost Baggage: AHL JFKNO10811
Totally a scamFlight cancel couple of days after I ordered and sent me a link fr submitting payment details for being refunded.DId not refund me at all even after I submitted it several timesOpened a ticket in the customer care website, and refresed it. More than 3 month without being answered, when I write an email (and tell them in the email what my ticket number is) they just tel me to open a ticket I consider a legal complainFlight company to be avoided no matter what
Never again. Very low standards when it comes to handling complaints about damaged luggage. It has already been over a month since 21/10/2025, and I still haven’t received a reply. Customer service is horrible. Be aware before you decide to travel with this company. One star is already too much. A huge disappointment.
Absolute disaster! whoever did this website is a totally unprofessional! the invoice option doesn't work, gave me 4 tie errors for different reasons. started chat with support, Fabio, just closed chat with me, after I described a problem. So use any airlines but this one!
The Neos website is a disaster. The web check-in is already extremely hard to find, and once I finally managed to get to the right page, it didn’t even recognize my booking. I contacted customer service and their only answer was “do it at the airport.” This basically means they can assign seats however they want and you have no control. Overall, a very frustrating and unprofessional experience.
I do not recommend this airline.On June 21, 2025, I was supposed to fly from Almaty to Milan. The flight was first delayed by several hours, then postponed for two full days.Right after leaving the airport, I went to the NEOS office to ask how to retrieve my luggage and find out the reason for the rescheduling — no one at the airport had any information, and there were no NEOS representatives present. I arrived at the office at 11:00 AM (already one hour into their official working hours), but it was closed. No one answered calls or WhatsApp messages. An hour later, we finally received a reply — a generic template message. Not even a simple "We apologize for the inconvenience."Since we no longer needed the flight (we had strict deadlines), we returned to the office on a weekday, hoping to speak to someone in person. The staff spoke to us unwillingly and just told us to "follow the link we sent and submit a refund request through the website. We don’t handle these things ourselves and can’t help you."We followed the instructions and submitted a request through the company’s website. 15 days later, we received a response saying that a refund was not possible because we didn’t board the plane and allegedly didn’t check in — which is untrue, as we did check in and still have the ticket.When we tried to submit another request, we discovered that the system had blocked any further messages related to this ticket. We kept contacting online support, but their only reply was: “We don’t make decisions.”We reached out again to the Almaty office, asking them to escalate the issue to the head office — we’ve now been waiting for a response for over two weeks.Thanks to Kaspi Bank, through which we purchased the tickets — they were able to cancel the transaction and return the funds. But unfortunately, we lost additional expenses, time, and nerves — and none of that can be refunded.As you can see, if anything goes wrong, this airline will not help you. Don’t expect any proper customer service — not from the Italian office, not from the Almaty office. If something happens, you’ll be left to deal with it on your own.
The flights aren’t cheap enough to have this awful level customer service. We purchased seats in advance, window seats at the front of the plane. When we arrived at the gate they gave us new boarding passes for middle seats at the back of the plane for a 7 hour flight! When I showed them my receipt they apologized and said to reach out to customer service and assured me I would get a refund. I sent copies of the information to customer service, receipts, boarding passes etc. After 3 months and many follow ups I got a rejection telling me that the seats they gave me (two middle seats in row 39) we comparable to two window seats (rows 5 and 6). I couldn’t be more disheartened and disappointed by this and will never fly this airline again. PS Our return flight was much better but unfortunately when something goes wrong and customer service can’t do what it’s meant to do, trust is lost.
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Neos è la compagnia aerea italiana parte di Alpitour World, nata nel 2002 con la missione di offrire collegamenti aerei affidabili e di qualità verso le principali destinazioni internazionali. Collega oltre 60 Paesi e opera in 183 aeroporti nel mondo, con quattro hub strategici a Milano Malpensa, Verona, Roma Fiumicino e Bologna.
Accanto all’attività charter, dal 2021 Neos ha ampliato la propria offerta con voli di linea diretti verso città iconiche e hub culturali, rafforzando la presenza sui mercati a lungo raggio. La compagnia è riconosciuta per l’eccellenza operativa, l’attenzione al cliente e l’innovazione continua.
Neos dispone di una delle flotte più giovani d’Europa, composta da 18 aeromobili di ultima generazione, tra cui Boeing 737-800, 737-8 MAX e 787-9 Dreamliner, che garantiscono elevati standard di comfort e servizi di bordo sempre inclusi. Parte del più grande gruppo turistico italiano, Neos offre esperienze di volo curate, affidabili e personalizzabili, espressione autentica dell’ospitalità e del Made in Italy.See more
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