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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.

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

              Yes.

            • Why can't I check-in online?

              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 left luggage office is on the ground floor outside the terminal building next to entrance 1. Visit the following link: Left luggage and porter service.

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

            • Luggage-wrapping points

              In the departures hall on the first floor near the escalators.

            • Problems regarding lost or delayed baggage

              For all of these cases, we recommend 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 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

              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 at the SAVE Ticket Office. The priority line is also available to those entitled to fly out on direct flights to the USA.

            • 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, check this page

            • Where can I find the VIP Lounge?

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

            • Assistance to passengers with reduced mobility

              Please visit the following link: PRM - Passengers with reduced mobility.
              Passengers with in-vehicle disability cards can park for free in the Marco Polo Park car parks.

            • Wi-Fi

              Wi-Fi is free.

            • 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).

            • 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 a 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 rooms for Passengers with Reduced Mobility, one is located on the first floor before security checks, near the escalators, and the other one is located after security checks.

            • Where is the Prayer/Worship Room?

              There is a shared worship room open to all on the first floor after security checks. 

            • Is there first aid?

              Yes, first aid is located on the ground floor.
              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.

            • 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. Please note that viewing at the window is permitted only for customers of the refreshments area.

            • Possibility of accessing the VIP Lounges.

              You can buy an entrance either at the VIP lounge front office or at the ticket information office on the first floor. 
              VIP Lounge and Fast Track can be purchased together with parking https://parcheggi.veneziaairport.it/ 

          • 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 websites such as Skyscanner and others.

            • 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

              Important: SEE ALSO THE SITE OF THE AIRLINE, THE DEPARTURE OR ARRIVAL AIRPORT OR ALSO THE FREE SERVICE FLIGHTRADAR24.
              Always arrive on time at the Airport regardless of known delays because the pre-flight operations are scheduled at the pre-set times.
              Flight check-ins, therefore, end at the set times.

            • Passengers arriving late who miss their flights

              The formal travel contract is between the airline and the passenger, or through the travel agency and the passenger. Please contact your airline via the internet or their call centre.

            • Complaints about flight delays or cancellations where the airline/assistance company does not provide assistance either in terms of re-routing or 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 the Travellers' 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 rent-a-car?

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

            • Marco Polo Park: parking locations and prices

            • Help for demagnetized parking card/failed payment/ bar not rising.

              Press the Key Operator button on the columns opposite the entry/exit barrier, or go to the desk on the ground floor of P1.

            • Where are the taxis and the buses

              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 on ground level, or in the short-stay parking area.

            • Free parking for PRM or other services.

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

              Please contact directly the supplier handler of the airline as they are responsible for these situations.
              Here you can check the table with the airline/handler associations and 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; please contact their Consiglio di Quartiere - neighbourhood council - for the first issuing.
              Companies and Travel Agencies can set an agreement and benefit from a 5% discount on online prices. Please write an email to: business@marcopolopark.it 

          • COMPLAINTS AND INQUIRIES

            • Various complaints and grievances

              For complaints click here.

            • Complaints regarding the late opening of a 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. 

          • 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.

            • Timetable

              See the timetable at the following link: Timetables.

            • 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?

              You can do it only with 24-hour or 72-hour tickets.

            • For any other questions about ALILAGUNA

              Visit ALILAGUNA FAQ.

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