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.
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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
