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Ferries

You have rights as a passenger when travelling by sea or inland waterway in Ireland, the EU or EEA. Find out what to do if your journey is delayed, cancelled or re-routed, or your baggage is lost, damaged or delayed. This page explains how you can claim compensation if you have an issue with a ferry journey, and also explains the rights of ferry passengers with reduced mobility. You’ll also find information on how to make a complaint and who to contact if you’re not satisfied with the outcome.

What are your passenger rights when travelling by ferry in the EU or EEA?

When you travel by ferry or cruise ship in the EU or EEA (which includes Norway and Iceland), you are protected by EU law. Your passenger rights apply if:

  • You are sailing from an EEA country
  • You are sailing to a port in the EEA on a ferry service run by an EEA transport company
  • You sail on a cruise from an EEA port with accommodation of two or more nights. For EU rules on passenger rights to apply, your ship must be able to carry at least twelve passengers

The rules do not apply to:

  • Ships with a maximum of three crew members
  • Sightseeing tours
  • Trips that are less than 500 metres one-way
  • Non-mechanically propelled ships (such as sail boats that rely on wind power or barges designed to be towed)
  • Historical ships
  • Cruise package holidays

The National Transport Authority (NTA) is responsible for enforcing these EU rules in Ireland.

What happens if my ferry is delayed, cancelled or re-routed?

If your ferry is delayed, re-routed or cancelled, your ferry operator must inform you as soon as possible.

What if my ferry journey is delayed?

If your journey is delayed by more than 90 minutes, the ferry company must:

  • Offer you a choice of re-routing to your destination as soon as possible at no extra cost or a refund (within 7 days).
  • Provide snacks, meals or refreshments if they can reasonably be supplied. For overnight delays, you should be offered accommodation on board or ashore, for a maximum of three nights, if it can reasonably be supplied.

What if my ferry journey is cancelled?

If your journey is cancelled, the ferry company must offer you a choice between:

  • Re-routing to your destination as soon as possible, at no extra cost
  • A refund (within 7 days)

Can I claim compensation for delayed arrivals?

If you are delayed arriving at your destination, you may be entitled to compensation depending on the duration of your journey and the length of the delay.

You are entitled to claim 25% of the ticket price from the ferry company if you are delayed arriving at your destination by at least:

  • One hour on a journey scheduled to last up to four hours
  • Two hours on a journey scheduled to last between four and eight hours
  • Three hours on a journey scheduled to last between eight and 24 hours
  • Six hours on a journey scheduled to last more than 24 hours.          If the delay is more than double the timeframes above, the compensation will be 50% of the ticket price.

Are there any exceptions to these rights?

You are not entitled to compensation for any delays if:

  • You have an open ticket, where the departure date is not specified
  • You were told about the delay before you bought your ticket
  • The delay or cancellation was caused by your behaviour
  • The delay or cancellation is due to bad weather or extraordinary circumstances (for example, a natural disaster)

What if my baggage or car is lost or damaged when travelling by ferry?

If you have lost luggage and it is recovered on the ferry or in the port, it is normally sent to the ferry company’s shore offices for collection. In other cases of loss or damage, the ferry company’s responsibilities are set out in the Athens Convention. Under this convention, the limits for compensation are:

  • About €2,700 per passenger for lost or damaged cabin baggage
  • About €4,100 per passenger for loss or damage to other valuables, if placed in the ship’s safe. The ferry company is not responsible for any valuables, such as jewellery, if you did not ask to put them into the ship’s safe
  • About €15,500 for damage to or loss from a vehicle, including any luggage in the vehicle

How do I complain about or make a claim for lost or damaged items?

You should submit a complaint in writing if your baggage or car is lost or damaged. If you can see damage when you leave the ferry or when your baggage is returned to you, make your complaint immediately. If the damage is not obvious at first, make the claim within 15 days of leaving the ferry or having your bag returned to you.

If your bag is lost and not returned to you, make your complaint within 15 days of when it should have been returned.

What are my rights when travelling by ferry if I have reduced mobility or a disability?

People with a disability or reduced mobility have specific rights when travelling. Assistance must be free. If the tour operator or ferry company requires you to travel with a carer, that person must be taken free of charge.

You should notify the ferry company or port authority that you have reduced mobility when you are making your booking, or at least 48 hours before you travel.

How do I make a complaint about a ferry service?

If you want to make a complaint, you should make it to the ferry operator or port authority first. Each company must have a complaint handling process in place. You must submit your complaint within two months of the end of your journey. Learn more about how to complain.

The ferry company or port authority must respond to you within one month to tell you whether your complaint has been accepted, rejected or is still being considered. They must give you a final response within two months.

You can also report the ferry operator to the National Transport Authority, as they are the enforcement body in Ireland for maritime passenger rights. If you wish to submit a complaint to the National Transport Authority you can:

What if my issue is not covered by EU ferry passenger rights?

When you book a ferry, you are entering into a contract with the business and your general consumer rights still apply. You must get what you paid for. For any other disputes check the terms and conditions of your booking carefully to see what they say.

Many of the issues that can arise for consumers may be covered in the terms and conditions of the ferry booking.

You should check the full terms and conditions before you pay as both you and the business you book with may be bound by them once you make the booking.

If the ferry company does not provide the service as agreed, they must resolve this for you. If they can’t resolve the issue, you can look for a reduction in the price or seek to cancel the service for a refund depending on the circumstances of the issue. Our how to complain section can help you with making a complaint.

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