Passengers are entitled to care and compensation in various situations.
In the event of cancelled departure passengers shall be offered
In the event of delayed departure passengers shall be offered
In the event of delay in arrival passengers may request compensation from the carrier as follows:**)
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.
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.