Alilauro Reviews 50

I had an awful experience with this company, I am afraid. I had booked a ticket for May 16th and once in the harbour I was told that it had been cancelled and that I should fill in a refund form to have my money back. So I did, the next day, and I have had no answer and no money in my account. That is simply THEFT as I paid for a service that was not provided by the supplier and needed to find a last minute solution to get to Naples that morning. It is unacceptable these kind of things still happen in Europe and definitely I will present a complaint both to the company and to the authorities concerned. My advice from my experience: NEVER BOOK A TICKET TO THIS COMPANY IN ADVANCE. They are simply not TRUSTWORTHY.

Terrible experience. I bought a ticket online and received the reservation confirmation but I didn't receive the qrcode. When I arrived at the port for boarding, they couldn't help me and recommended me to buy another ticket because I would miss the boat at the time I bought. When contesting the fact that I did not receive the qrcode for validation, they sent it to me and said that they could not return my money, and I had to buy a new ticket and the previous one cannot be validated. The support is terrible, the professionals are unprepared and I didn't have the help I needed.

I bought a ticket including an extra charge for luggage, but when the time came to board it turned out the luggage had not been included. The guy checking the tickets insulted me for not knowing the price difference, even though of course I am a tourist - how would I know that? He told me it was not possible to add it there and to ask the captain - how was I supposed to identify who that was? I was dismissed out of hand and basically told to go away. I went back to the ticket office to complain, thus missing the ferry, where they insisted I was wrong, and even told me what happened was not possible! They suggested I buy another ticket, at which point I had no trust at all, as I felt like the situation might have been repeated. I feel like I handed over money to receive nothing but insults in return, and still had to find and pay for other transportation after wasting hours and money. The experience was so bad it left a sour note for the entire trip. Avoid if you have another option.

Avoid. Use any other service. Swim if you have to.

We just missed the ferry by 2 minutes as our previous ferry was delayed.

I asked for a refund....told no.

But worse I asked to be put on the next ferry....and was told I'd need a new ticket! Surely they could just amend my booking I just missed rather than charge me again!

What's italian for daylight robbery?

Booked a return from Sorrento-Capri. Arrived at port for return at 18.15. The ferry was due at 19.00. It wasn't shown on the information screen, asked and it had it had been cancelled. Ticket office was closed. Was lucky managed to buy tickets from other company. Have put in refund request but not holding much hope.. Advice, only buy one ways at the time you want to go..

I would not give a star. Pre booked tickets and as previous review cancelled on day of travel. No refund at desk and told to get refund in line. They continue to say they are sending the refund and that was in June and as you’ve guess no refund. My plan is to contact the British travel companies to make them aware and prevent people booking at this booking desk.

AVOID!!! the trip we pre-booked was cancelled at last minute and we had no communication until we arrived at Positano dock. We had to purchase more tickets for another service and they then denied us a refund when we got back home as their 'records' stated it had operated. Of course they'd say that, and Ferryhopper didn't challenge their decision!

We booked the ferry crossing through MR Ferry from sorrento to Capri on payment we were sent tickets for 6 of us the following day bay we had email saying the payment had not gone through and and cancelled the trip we contacted our building society and told to rebook ,wed did this and on our return from holiday found we had been charged twice ,we contacted the Ferry company and were told that we would not get a refund from Alilauro avoid this company they rubbish I cant say what I would like to .

sorrento: company to flee. ferry cancelled. unpleasant employees. Refuse to refund at the ticket desk…
No reason for cancellation. The refuse to guve us a proof for Direct Ferries…

This company couldn't run a bath nevermind a boat operation. The tickets are first of all extremely high for the trip. A same day 50 minute return can see you up 100 euros. Once you've got yo ticket it it is one thing after another, no check in without a printed ticket. Cause tourists travel with printers, zero signs and no line coordination. We have returned directly from Sorrento to ischa with being told as we are boarding it's a connection ferry and having ZERO support or understanding for all of the passengers who were very distressed, to be treated badly by the staff. The customer service is disgusting and highly unethical and unprofessional. People were running around so panicked as it was late.

I will never ever use this company again and will tell everyone I ever met to not use them. Ripping people off whilst treating them in the worst way!

Avoid at all costs. They sold a group of us a return ferry and tour to capri and the blue Grotto. The ferry never showed up. There were no representatives we could ask. We were left waiting over an hour being lied to.
First we were told the ferry had come, then it was coming, but the wrong one. Then we were finally told it had technical problems.

You get to capri and the customer service ticket office is deserted

We tried to get our round the island tour and were basically told to get lost. We were sent from pier to pier. My dad is 80 years old. No one cared

We eventually made a complaint to the coastguard office and he made another company take us on the tour.

Use another ferry company. Do not use this one

Bought tickets for ferry on Sorrento quay side and were provided with a leaflet that said you could choose to opt into a guided tour of the island of Capri with semi-private buses, therefore avoiding queues on the local buses. We opted in and spent more than a quarter of our time on the island waiting for the guide at various bus stops. Rosella didn't give us any information about the area (except poining out a view point at Anacapri) or pointers on where to visit and left us in Anacapri for 3 hours (far too long for what is there) which left us 40 mins to visit the town of Capri. We paid 25 euros a head for this tour and when we approached the ferry company for a refund on this tour they denied all responsibility for said tour as the guide to Capri provided this tour separately with payment on the ferry and ignored the fact that their leaflet promoted this service.

bought 2 tickets online at alicost.it to go from salerno to Capri.
I paid 107 € but didn't get any ticket but only a message: "There was an unexpected error with your ticket voucher. Please note your reservation number and contact us in order to settle your reservation & payment.
Avoid it

I would give 0 avoid at all costs our ferry from Capri to Sorrento didn't even show. Luckily another company allowed us to travel.

Worst service I’ve ever experienced. They cancelled our ferry due to poor weather. Staff at the ferry were rude and unhelpful as to how to get a refund. Have submitted an online refund request, sent multiple emails and WhatsApps and have had no reply in over a month.

Awful customer service, rude, no replies about refunds for tickets brought online. Avoid at all costs.

Have been attempting to get a refund for a journey we didn’t make for several weeks. While we unfortunately had to use them as they were the only operator on that route that day, we begrudgingly brought another ticket (in person) for that journey, but have continued to attempt to get a refund for the initial online purchased journey we couldn’t make.

I notified them in good time after booking online that we wouldn’t be able to make that journey and asked to exchange tickets. With no replies to the exchange request we were left with no option to swap them.

While they tell you to apply online for exchanges/ refunds, no one replies to the online requests.

And not only do they not reply but if you go to the ticket office in Sorrento the staff are rude abrasive and unhelpful - they will refuse to help you with a refund or to pick up the phone to their own colleagues on your behalf. They say that ‘online’ is a different part of the company so there’s nothing they can or are willing to do. They will give you a phone number for a colleague but refuse to call it themselves.

Davide and the rest of the ‘online’ team ignored all messages and calls so we were left with no one in person or online willing to help.

No customer service, appalling treatment - save yourself the time, money and stress and book elsewhere.

(If you do have to book with them, you can't avoid the ticket office, you have to collect the online tickets in person, and if you buy in person you can only buy 20 minutes before departure).

Would give 0 stars if it was an option.

We paid 160 Euro for a tour of the Island of Capri. The tour could best be described as disorganised chaos.

We will always remember this awful day for quese pushing an shoving rude queue jumpers and guides who were unable to cope with the numbers of people.

Rather than have fond memories of Capri I will always remember it for all the wrong reasons.

Travelled with Alilauro from Sorrento to Naples on 16 August 2022. Booked online on the "traghettilines" website where it clearly stated "one piece of luggage included in the ticket price". Instead at boarding we were told we had to pay 3 Euro per piece of luggage. We refused and after five minutes of arguing they let us board. The hydrofoil had no outside space, no bar even for a bottle of water, and the requirement to wear a mask was not enforced. Ninety per cent of the passengers did not have one.
Viaggiato con Alilauro da Sorrento a Napoli il 16 agosto 2022. Prenotato online sul sito "traghettilines" dove c'era scritto chiaramente "un bagaglio compreso nel prezzo del biglietto". Invece all'imbarco ci hanno fatto storie che dovevamo pagare 3 euro a bagaglio. Ci siamo rifiutati e dopo 5 minuti di litigio ci hanno fatto salire. L'aliscafo non aveva uno spazio esterno, non aveva un bar neanche per una bottiglia d'acqua e non è stato fatto rispettare l'obbligo di indossare la mascherina. Il 90 per cento dei passeggeri non l'aveva.

I booked a trip through Direct Ferries from Amalfi to Sorrento with Alilauro Gruson. The trip was scheduled for 11:30am and the tickets cost €38 for myself and my partner.
When we arrived at the port, there was no one at the Alilauro Gruson ticket desk and there was also no ferry. I spoke to someone from a ticket desk next to the unmanned Alilauro Gruson desk and they pointed to the schedule on the closed desk window and told me that there was no ferry scheduled for the time we booked and the only trip that day was for 16:30. This meant that we had to travel to Sorrento by bus which was not only an additional cost, but very uncomfortable and almost made my partner ill.
When I contacted Direct Ferries about the matter, they were tremendously unhelpful. After taking several weeks to get a response back from the ferry company, they told me that they were told that the ferry departed and would not be issuing my request for a refund. When I responded insisting that that had not been the case, I was simply told that I agreed to the terms and conditions when I purchased the tickets and couldn't have a refund.
Overall, this was a terrible experience and I would not recommend anyone to book a journey through Direct Ferries due to their rude, unhelpful nature and poor service.