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Passenger rights

Information

In the event of cancellation or delayed departure you have the right to information:

  • About the disruption no later than 30 minutes after the scheduled time of departure
  • About estimated departure and arrival time as soon as that information becomes available

Cancelled or delayed departure

n case of delay of more than 90 minutes or cancellation of a scheduled departure, you as a ticket holding passenger have the right to the following: 

  • Refreshments in reasonable relation to the waiting time where reasonably possible
  • adequate accommodation when necessary
  • Choice between:
  • Reimbursement of the ticket price and where relevant combined with a free of charge return service at the earliest opportunity to the first point of departure set out in the transport contract.
  • Re-routing to the final destination at no additional cost at the earliest opportunity under comparable conditions.

Where Color Line can prove that the cancellation or delay is caused by weather conditions endangering the safe operation of the ship you are NOT entitled to accommodation.

Delayed arrival

You have the right to request compensation equivalent to 25% of the ticket price (transport cost) in case of delay in arrival to the final destination, where the delay in arrival to the final destination exceeds at least:

  • 1 hour in case of a scheduled journey of up to 4 hours
  • 2 hours in case of a scheduled journey of more than 4 hours, but not exceeding 8 hours
  • 3 hours in case of a scheduled journey of more than 8 hours, but not exceeding 24 hours
  • 6 hours in case of a scheduled journey of more than 24 hours

Compensation will be the equivalent of 50 % of the ticket price when the delay in arrival timec is doubled.

You are NOT entitled to compensation in case of delay in arrival if Color Line can prove that the delay resulted from weather conditions endangering the safe operation of the ship or from extraordinary circumstances, e.g. rescue operations, personal injury and illness, which will hinder the performance of a passenger service and which could not have been reasonably avoided.

Assistance

Disabled persons and persons with reduced mobility are protected from discrimination and have the right to assistance free of charge at the terminal and on board which includes assistance with embarkation and disembarkation.

Complaints

Passengers may submit complaints to the carriers and terminal operators within two months from the date on which the service was performed or when it should have been performed.

A National Enforcement Body (complaints board) will be established in each country. The board will handle complaints in regards to shipping companies, travel agencies, and shipping terminals should you not receive the help, service and assistance you are entitled to in connection with your sea trip. You can appeal all matters directly relating to the sea trip, such as delays or cancellations. More information and a list of the national authorities responsible for enforcing these rights are available at: http://europa.eu/youreurope/citizens/travel/passenger-rights/ship/index_en.htm.

Please note that this information is given without prejudice.