Ferries

If your ferry is delayed, re-routed, or cancelled, your ferry operator must inform you of this as soon as possible, and no later than 30 minutes after the scheduled departure.

For cancellation, or delays of more than 90 minutes, the ferry company must offer you the choice between:

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

The ferry service must also give you snacks, meals or refreshments if the departure is delayed for more than 90 minutes 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.

Compensation for delayed arrivals

You may be entitled to compensation, depending on the duration of the journey and the length of the delay. Compensation does not apply if the ferry was delayed because of bad weather or extraordinary circumstances, like a natural disaster.

You are entitled to claim 25% of the ticket price from the ferry company if you are delayed arriving at your final 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.

Exceptions

Passengers with open tickets, where the departure date is not specified, are not entitled to any of the above. You are also not entitled to any of the above if you were told about the delay before you bought your ticket, or the delay or cancellation was caused by your behaviour.

The ferry operator does not have to give you accommodation if the delay or cancellation is caused by bad weather or extraordinary circumstances (for example, a natural disaster).

If your baggage or your car is lost or damaged, the ferry company’s responsibilities are set out in the Athens Convention. The ferry company is not responsible for any valuables, such as jewellery, if you did not ask for them to go into the ship’s safe.

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. The limits for compensation are:

• about €1,800 per passenger for lost or damage to cabin baggage
• about €10,500 for damage or loss to a vehicle, including any luggage you have in your vehicle
• about €2,700 per passenger for loss or damage to other baggage

When to complain

You should complain 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.