Passenger rights
 

Rights of passengers when travelling by sea and inland waterway

Passengers are entitled to care and compensation in various situations.

In the event of cancelled departure passengers shall be offered

  • snacks, meals or refreshments in reasonable relation to the waiting time
  • adequate accommodation on board, or ashore, and transport to and from the port terminal and place of accommodation where a stay of one or more nights becomes necessary. The carrier may limit the total cost of accommodation to EUR 80 per night*)
  • the choice between
    • re-routing to the final destination at the earliest opportunity and at no additional cost
    • reimbursement of the ticket price and, where relevant, a return service free of charge to the first point of departure at the earliest opportunity.

In the event of delayed departure passengers shall be offered

  • snacks, meals or refreshments in reasonable relation to the waiting time where the departure is expected to be delayed for more than 90 minutes beyond its scheduled time of departure
  • adequate accommodation on board, or ashore, and transport to and from the port terminal and place of accommodation where a stay of one or more nights becomes necessary. The carrier may limit the total cost of accommodation to EUR 80 per night*)
  • the choice between
    • re-routing to the final destination at the earliest opportunity and at no additional cost
    • reimbursement of the ticket price and, where relevant, a return service free of charge to the first point of departure at the earliest opportunity.

In the event of delay in arrival passengers may request compensation from the carrier as follows:**)

  • the minimum level of compensation shall be 25% of the ticket price for a delay of at least
    • 1 hour in the case of a scheduled journey of up to 4 hours
    • 2 hours in the case of a scheduled journey of more than 4 hours, but not exceeding 8 hours
    • 3 hours in the case of a scheduled journey of more than 8 hours, but not exceeding 24 hours, or
    • 6 hours in the case of a scheduled journey of more than 24 hours
  • the minimum level of compensation shall be 50% of the ticket price for a delay of at least
    • 2 hours in the case of a scheduled journey of up to 4 hours
    • 4 hours in the case of a scheduled journey of more than 4 hours, but not exceeding 8 hours
    • 6 hours in the case of a scheduled journey of more than 8 hours, but not exceeding 24 hours, or
    • 12 hours in the case of a scheduled journey of more than 24 hours.

Passengers who hold a travel pass or a season ticket and who encounter recurrent delays in arrival during its period of validity may request adequate compensation in accordance with the carrier's compensation arrangements.

Where the transport is for a return journey, compensation for delay in arrival on either the outward or the return leg shall be calculated in relation to half the price paid for the transport by that passenger service.

The compensation shall be paid in money at the request of the passenger. The compensation may also be paid in vouchers and/or other services, provided that the conditions are flexible, particularly regarding the period of validity and the destination. Carriers may introduce a minimum threshold under which payments for compensation will not be paid. This threshold must not exceed EUR 6.

Complaints

Passengers who consider themselves entitled to protection or compensation but who find that they have not received neither protection nor compensation to a sufficient degree, shall primarily contact the carrier or, where appropriate, the terminal operator. If the carrier or terminal operator has not given notice to the passenger, or if the reply is unsatisfactory, the passenger should contact the enforcement body.

The passenger shall submit a complaint to the carrier or terminal operator within 2 months from the date on which the service was performed or when a service should have been performed. Within 1 month of receiving the complaint, the carrier or terminal operator shall give notice to the passenger that his complaint has been substantiated, rejected or is still being considered. The time taken to provide the final reply shall not be longer than 2 months from the receipt of a complaint.

Complaints regarding passenger services and cruises from ports situated on the territory of an EU member state and passenger services from a third country to such ports shall be sent to the enforcement bodies in that EU member state.

In Finland the Finnish Transport Safety Agency is the competent authority responsible for the enforcement of Regulation (EU) No 1177/2010 on passenger rights.

*) Right to accommodation shall not apply where the carrier proves that the cancellation or delay is caused by weather conditions endangering the safe operation of the ship.

**) Right to compensation in the event of delay in arrival shall not apply where the carrier proves that the cancellation or delay is caused by weather conditions endangering the safe operation of the ship or by extraordinary circumstances hindering the performance of the passenger service which could not have been avoided even if all reasonable measures had been taken. Extraordinary circumstances include, but are not limited to, labour conflicts, adverse weather conditions, safety risks and unstable political conditions. 

Elsewhere on the web

 

Activity report on the implementation of Regulation (EU) no. 1177/2010

Activity report 18.12.2010-31.12.2014

Activity report 1.1.2015-31.12.2016

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 
 

 

Page updated 08/30/2017