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          FAQ

          For questions or doubts there is our FAQ section.

          • CHECK IN

            • Where is the Departures area?

              The Departures area is on the first floor of the Terminal.
              See the map at the following link: Terminal Map.
              When you arrive at the airport, also consult the map to see where the check-in desks are, and consult the information monitors. Instead, the embarkation waiting areas are found after the security checks. Follow the signs after security checks.

            • Can I check in online even if I have luggage?

              Yes.

            • Why can't I check in with airline company **** at this airport?

              It depends on the airline. Please always consult the online references of the airline you are using.

            • Where are the security checks located?

              They are on the first floor of the Terminal.
              See the map at the following link: Terminal Map.

            • Where are the check-ins located?

              See the map at the following link: Terminal Map.

          • LUGGAGE

            • Where is the luggage deposit room?

              The luggage deposit is on the ground floor, opposite the terminal. Visit the following link: Left luggage and porter service.

            • Information regarding property lost on aircraft, at the security checkpoints or at the gates

              Visit the link: Lost baggage
              Visit the link: Lost property
              Visit the link: Useful numbers of Luggage handling

            • Shops for buying luggage/trolleys

              List of shops and points on the map Retail (after security checks).

            • Luggage-wrapping points

              In the departures hall on the first floor opposite check-in desks 1 and 2 and 44 and 45 and near the escalators.

            • Problems regarding lost or delayed baggage

              For all of these cases we recommend that you directly contact the handler of the airline in question, as they are directly responsible.
              At this link: Lost baggage,it is possible to display the table of the airline handler associations and related telephone numbers.

            • Where can I find labels for my luggage?

              Go to the Check-In area. If you only need labels for simple personal information, you can buy them at the at Hub stores.
              See the map at the following link: Terminal Map.

            • What to take and what not to take on board.

              If in doubt, please see this page: Enac.

            • What are the dimensions for oversize luggage?

              The maximum dimensions allowed for oversize luggage are: 110 X 270 X 200 cm. If the luggage exceeds 55 kg, it is accepted only if on wheels.

            • In the event of luggage theft

              To formalise a complaint, passengers must go to the Lost&Found office. A file called "DPR-Pilferage" will be created and the contact details of the responsible Air Carrier will be given.

          • SERVICES

            • Where can I find the Priority Line?

              On the right of the access to the security exits.

            • Who can use Priority Line?

              Il Milione card holders, business passengers, people with membership cards of some airlines that have agreements with us (i.e. Flying Blue Gold), pregnant women, families with infants under 2 years, and those who have purchased the service via "uFirst" or at the SAVE Ticket Office. The priority line is also available to those entitled to fly out on direct flights to the USA, who would otherwise have to use the gates to the north.

            • How can I buy the Priority Line service with uFirst?

              First, you must download the uFirst app and register for the service. Then, you must then select Venice Airport from among the various locations and services available, buy the pass, and show the QR code at the priority desk.

            • How do I know if I will save money by buying the Priority Line access service?

              Soon, monitors will be installed that will indicate the waiting times of the queue at the entrances.

            • Request regarding the services offered by the Airport.

              You can find all our services by consulting the Terminal Map.

            • Where are the desks for Currency Exchange, Customs and Tax-free?

              Currency exchange is available on each floor of the terminal.
              See the map at the following link: Terminal Map.
              Customs is on the ground floor, at Arrivals zone, opposite the luggage carousels.
              The tax-free office is next to the Save Ticket Office - first floor of the Terminal, before security checks.
              For Tax-Free, Passenger MUST have their boarding passes and the goods purchased. You can withdraw cash from the Travelex air side (first floor - departure area after security checks, or ground floor before security checks). Alternatively, requests can be sent by post. They will then receive refunds by credit card.

            • Where can I find the VIP Lounge?

              The VIP lounges are on the second floor of the Terminal, after the security checks (next to the Bricco restaurant).
              See the map at the following link: Terminal Map and visit: Vip Lounge.

            • For all questions regarding assistance for passengers with reduced mobility

              Please visit the following link: PRM - Passengers with reduced mobility.
              There is also a helpline number for information or assistance. Please note that passengers with in-vehicle disability cards can park for free in the Marco Polo Park car parks.

            • Wi-Fi

              Wi-Fi: you can use the internet after connecting and registering at the network offered free of charge by Venice Airport.

            • Location of Post Office and/or Post Office boxes, and location of ATM machines

              See the map at the following link: Terminal Map to find the various ATMs and the mail-/letter-box (on the ground floor of the Terminal, just outside the Arrivals-Baggage Collection area). If you need a post office, there is no longer a post office at the airport.

            • Points for recharging smartphones, tablets etc.

              Charging points for smartphones, tablets, PCs etc. are available on all floors of the Terminal. They are always free of charge, with no time limits. Each point is marked with the symbol on the map.
              See the map at the following link: Terminal Map.

            • Where to sleep near the airport

              You can search here adding “Aeroporto di Venezia” or “Venice Airport” in your search. Please note that sleeping inside the Airport terminal itself is forbidden.

            • Airport opening times

              Access to the terminal is permitted from 4 a.m. The terminal closes with the last flight of the day.

            • Washrooms/Toilets, coffee bars, PRM assistance room, showers

              See the map at the following link: Terminal Map.
              Showers are available inside the Marco Polo VIP Lounge. There are two assistance room for Passengers with Reduced Mobility, one is located on the first floor of the terminal before security checks, near the escalators, and the other one is located after security checks, opposite the pharmacy.

            • Where is the Prayer/Worship Room?

              At Venice Marco Polo Airport, there is a shared worship room open to all on the first floor after security checks, located opposite the pharmacy. 

            • Is there an airport pharmacy?

              Yes, it is a parapharmacy and is on the first floor, after the security checks. First-aid instead is on the ground floor next to the 'Rustichelli Mangione' bar.
              See the map at the following link: Terminal Map.

            • Requests to communicate with missing persons or family members.

              Missing persons or announcements: as per data-protection laws, announcements may only be made with the permission of the police, so in the event of an emergency, contact the police: they must assess individual cases and decide whether to make announcements.

            • Requests for photocopies / fax / use of PC

              Business centre services are available (second floor - security pre-check area) when open.

            • Can I buy a SIM card at the Airport?

              You can buy phone cards at the 'Hub' stores. Please note that there are no stores of telephone company at the terminal.

            • Can I get to see the runway and planes?

              Yes: there is a large terrace airside, which you can access via the VIP lounge. The landside area does not, of course, have a point from where you can see the runway. The only viewing point is from inside the ‘Emporio del Grano’ restaurant on the first floor. It has a large window. Please note that viewing at the window is permitted only for customers of the refreshments area.

            • Possibility of accessing the VIP Lounges depending on the different types of airline loyalty cards.

              The Tintoretto Room is available for Skyteam companies, while the Marco Polo VIP Lounge is available for the following companies or priority cards Vip Lounge.
              For more information, contact the check-in desk or go directly to the check-in desk of the VIP Lounge.
              You can directly buy an entrance to the Marco Polo Room from the VIP room or at the Save ticket information office on the first floor of the Terminal (the purchase also includes priority access to the Security Gate).
              Fast Track / priority access to the Security Gate, which can be purchased individually via the UFirst service here.

          • FLIGHTS

            • Timetable and prices of flights departing from Venice

              Timetables and prices depend on the airlines. You can find them on the official websites of the airline companies or on comparison websites such as Skyscanner and others.
              See page: Book your flight.

            • Information on delayed flights, both inbound and outbound

              For all flights information, see the screens provided at the Terminal or on the following pages:
              All Departures
              All Arrivals
              Seasonal Schedule
              Alternatively, you can download the App of Venice&Treviso Airport and subscribe to flight tracking and get updates on the flights directly on your smartphone.
              o OS App
              o Android App
              Important: SEE ALSO THE SITE OF THE AIR COMPANY, THE DEPARTURE OR ARRIVAL AIRPORT OR ALSO THE FREE SERVICE FLIGHTRADAR24.
              Always arrive in time at the Airport regardless of known delays because the pre-flight operations are in any case scheduled at the pre-set times. Flight check-ins therefore end at the set times. If you are due to arrive late, you can check-in online to save precious time.

            • Passengers arriving late who miss their flights who request possible re-booking for the same day.

              The formal travel contract is between the airline and the passenger, or through the tourist agency that issued the flight and the passenger. For answers to questions on this subject, please contact your airline via the internet or their call centre. Complaints and requests for refunds with airlines.

            • Complaints over flight delays or cancellations where the airline/assistance company does not provide assistance either in terms of re-routing or of overnight accommodation - Request to contact different airlines due to cancelled / delayed flights where handlers do not get involved.

              The formal travel contract is between airlines and passengers. For all questions, contact your airline.
              We recommend reading theTravellers' Rights - Enac.

            • If you cannot contact your airline or change your ticket

              You can contact the airline through websites, support numbers and social networks. Alternatively, you can buy an additional flight ticket at our SAVE ticket office on the first floor. The airline will only refund the original ticket so it does not include the price of the ticket purchased at our ticket office.

          • TRANSPORT

            • Where can I find a Car-Hire company?

              They are on the third floor of the P1 multi-storey car park.
              Visit: Car rental.

            • Marco Polo Park: parking locations and prices

            • Help enquiries for demagnetized parking card and/or failed payment / bar does not rise.

              Press the Key Operator button on the columns opposite the entry/exit barrier, or go to the desk with operator on the ground floor of P1 parking facility at Venice airport.

            • Where are the taxis - where are the buses for city and out-of-town bus transport.

              The Taxis are in lanes outside the Terminal on the ground floor. The bus stops are in the same area - a little further on.

            • Where are the hotel shuttle-buses?

              Outside the Terminal, in the lanes - outside Arrivals (ground level) or in the short-stay parking area.

            • Request for endorsement of disabled cards for free parking or other services.

              Please contact the Departures Information Office or the Arrivals Information Office. Alternatively, go to the desk of the Marco Polo Park - if you need a endorsement for parking - and show an original of your disabled person's coupon.

            • Problems with stairs for boarding/alighting from aircraft or shuttle buses to/from aircraft.

              For these cases, please contact directly the supplier handler of the airline in question. They are responsible for these situations.
              Here you can display the table with the airline/handler associations and related contact numbers.

            • Are there monthly subscriptions for parking at the airport?

              Yes, but only for specific user groups:
              - airport employees
              - residents of the municipality of Venice (parking facilities P1 and P2. In this case, applicants should contact their Consiglio di Quartiere (neighbourhood council) for the first issuing)
              - those who work on Murano Island
              Alternatively, users not belonging to these categories can register their company here by entering "company/agency discount agreement" as user type in the "Billing Data" section - you will receive a 5% discount on the prices published online.

          • COMPLAINTS AND INQUIRIES

            • Various complaints and grievances

              For complaints, find out what to do about by clicking here.
              Often, complaints relate to airline issues → consult the website and contact details of the airline you are travelling with.

            • Complaints regarding late opening of check-in desk

              The opening of check-in counters depends on the type of flight and airline company.
              Visit Complaints.

            • For complaints regarding the airport and terminal

              Visit Complaints.

            • Request to be put in contact with passengers who are in the departure lounges by persons outside the security check zone.

              Privacy (data protection) issue: complaints must be reported to a law-enforcement agency (Police, Carabinieri, Guardia di Finanza), which will only act on urgent matters.

            • Inquiries to open new business trading premises at the Airport

              Write to marketing@veniceairport.it with your proposal along with your contact details. Your inquiry will then be taken up by the relevant staff.

            • Join our team

              You can upload your CV and view job offers in the "Join our team" section of the site www.grupposave.it.

            • Complaints regarding the reduced number of check-in counters at the airport

              This depends on the contract between the airline and the handler, which defines various services including the number of check-in desks available. The airport's role is only to provide check-in desks and to plan their use schedules.

          • ALILAGUNA

            • Does ALILAGUNA stop near our hotel?

              See the map of the lines at the following link: Map.

            • How long does the journey take to my destination?

              See the timetable at the following link: Timetables.

            • Frequency of service

              See the timetable at the following link: Timetables.

            • Is the ALILAGUNA service direct?

              ALILAGUNA makes the stops but passengers do not have to change service to reach their destination.

            • With my one-way ticket, can I get off at one stop on and get on at a different one, or get on a later ride at the same stop?

              No, only with 24-hour or 72-hour tickets.

            • Are ALILAGUNA tickets valid for all lines?

              Yes: the lines are BLUE, ORANGE and RED.

            • Does the ORANGE line stop at St. Mark's?

              Yes, but only in the evenings. The first available service is at 22:20 (in any case, we always recommend checking the timetable in case of any changes).

            • For any other question about ALILAGUNA

              Visit ALILAGUNA FAQ.

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