Ship travels

Passenger rights

  • Ticket refund or other transport to final destination, if the journey is to be cancelled or delayed by 90 minutes or more
  • Right to compensation of 25% or 50% of the ticket price depending on the length of the delay and the journey distance
  • Right to information
  • Right to care (meals and refreshments in relation to waiting time, if the journey was cancelled or delayed by 90 minutes or more)
  • Right to accommodation (up to 3 nights), if you have to stay overnight or longer than you plan, if it is physically possible

Legal basis

The above rights are guaranteed to the passengers by the Regulation (EC) No 1177/2010 of the European Parliament and of the Council.

Complaint

1. You must complain to the carrier operating a given journey or the terminal operator within 2 months from the date of the event.

2. If the carrier refuses to pay compensation or fails to reply to your complaints, you have the right to make a complaint to the Maritime Office or the Office of Inland Navigation.

3. If your complaint is rejected or you do not receive a reply, you may make a complaint to the European Consumer Centre, if the carrier is registered in other European Union Member State, Norway and Iceland.

Remember:

  • The Regulation does not apply to ships:
    • certified to carry up to 12 passengers
    • which have a crew composed of not more than three persons or where the distance of the service is less than 500 metres
    • on excursion and sightseeing tours or propelled by mechanical means
  • You do not have the right to care, accommodation and compensation, if you were informed of a delay before you bought your ticket or if you have an open ticket
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