FAQ

SUMMARY OF PROVISIONS CONCERNING THE RIGHTS OF PASSENGERS WHEN TRAVELLING BY SEA AND INLAND WATERWAY(1)

Regulation (EU) No 1177/2010 concerning the rights of passengers when travelling by sea and inland waterway becomes applicable on 18 December 2012. It provides for a minimum set of rights for passengers travelling
• On passenger services where the port of embarkation is situated in a Member State,
• On passenger services operated by Union carriers from a port situated in a third country to a port situated in a Member State and
• On a cruise where the port of embarkation is situated in a Member State (2). The Regulation does however, not apply to certain categories of waterborne transport services (3).
Regulation (EU) No 1177/2010 does not preclude passengers from claiming damages before national courts in accordance with national law in respect of individualised damages resulting from cancellation or delay of transport services.

Right to information
All passengers travelling by sea or inland waterways have the right to adequate information throughout their travel. That right includes the right to be informed on passenger rights and contact details of the national enforcement bodies, and on the conditions of access to transport for disabled persons and persons with reduced mobility.
In the event of cancellation or delay in departure, passengers have the right to be informed of the delay or cancellation by the carrier or terminal operator no later than 30 minutes after the scheduled time of departure and of the estimated departure and arrival time as soon as that information becomes available.

Right to non-discriminatory contract conditions
All persons have the right not to be discriminated directly or indirectly based on their nationality or the place of the establishment of the carrier or ticket vendor within the Union when purchasing tickets of waterborne passenger transport services and cruises.

Right to care and assistance
In case of delay of more than 90 minutes or cancellation of a passenger service or cruise, and where reasonably possible, passengers shall be offered free of charge snacks, meals or refreshments in reasonable relation to the waiting time. Where the delay or cancellation of a departure necessitates one or more additional nights of stay for the passenger, he or she shall be offered adequate accommodation free of charge on board or ashore by the carrier and transport to and from the port terminal to the place of accommodation. Where a carrier proves that the cancellation or delay is caused by weather conditions endangering the safe operation of the ship, he is relieved of the obligation to offer free accommodation.
The passenger is not entitled to assistance by the carrier, if he or she was informed of the cancellation or delay before the purchase of the ticket or where the cancellation or delay is caused by the fault of the passenger.

Right to re-routing and reimbursement in case of cancellation or delay of departure
In case of a delay of more than 90 minutes as compared to the scheduled time of departure or cancellation of a passenger service, passengers have a right to choose between
• re-routing to the final destination at no additional cost at the earliest opportunity under comparable conditions and
• reimbursement of the ticket price combined, where relevant, with a free of charge return service at the earliest opportunity to the first point of departure set out in the transport contract.

Rights of disabled passengers and passengers with reduced mobility
besides the general passenger rights, disabled persons and persons with reduced mobility have the following rights when travelling by waterborne transport so as to provide them with a right to transport on an equal footing with other passengers:

1. right to access to transport for disabled persons and persons with reduced mobility without any discrimination
Carriers, travel agents and tour operators may not refuse to accept a reservation, to provide a ticket or to embark persons on the grounds of their disability or reduced mobility. Where it is not possible to carry a disabled person or a person with reduced mobility on board a ship for safety reasons or due to the impossibility of embarkation resulting from the design of the ship or port infrastructure and equipment, carriers, travel agents and tour operators have to make all reasonable efforts to propose the person concerned an acceptable alternative transport. Disabled persons and persons with reduced mobility who hold a reservation, who have notified the carrier of their specific needs but are still denied boarding may choose between reimbursement and re-routing, the latter being conditional on the fulfilment of safety requirements. Carriers, travel agents or tour operators may not ask disabled persons or persons with reduced mobility to pay a higher cost for reservations or tickets. Tickets and reservations shall be offered to the disabled persons or persons with reduced mobility under the same conditions as to other passengers. The carriers and terminal operators shall have in place non-discriminatory access conditions for the transport of disabled persons, persons with reduced mobility and accompanying persons.

2. right to special assistance
Disabled persons and persons with reduced mobility have the right to free of charge assistance by carriers and terminal operators in ports and on board ships, including with embarkation and disembarkation. Disabled persons and persons with reduced mobility have to notify the carrier at the time of reservation or advance purchase of the ticket of their specific needs regarding accommodation, seating, required services or their need to bring medical equipment. For any other assistance the disabled persons and persons with reduced mobility need to notify the carrier or terminal operator at least 48 hours in advance and have to present themselves at an agreed time ahead of the published embarkation time at a designated point.

3. right to compensation for loss of or damage to mobility equipment
Where a carrier or terminal operator has caused loss or damaged of mobility equipment or other specific equipment used by a disabled person or a person with reduced mobility due to his neglect or fault, he has to pay the disabled person or the person with reduced mobility a compensation corresponding to the replacement value of the equipment concerned or, where it is possible to repair that equipment, the costs relating to repairs.

Right to submit complaints to the carriers and national enforcement bodies (NEBs)
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.
The carrier or terminal operator has to have a complaint handling system in place. Within that framework he has to notify the passenger within 1 month of receipt of the complaint whether he considers the complaint to be substantiated, rejected or still considered. The carrier or terminal operator has to provide the passenger with a final reply within 2 months of receipt of the complaint.
Passengers may submit complaints about alleged infringements of Regulation (EU) No 1177/2010 to national enforcement bodies.

Enforcement of passenger rights by NEBs and comparable mechanisms
Within Member States the designated national enforcement bodies shall enforce the rights and obligations set out in Regulation (EU) No 1177/2010 as regards passenger services and cruises from ports situated on the territory of that Member State and passenger services from a third country to such ports.
Where a Member State has decided to exempt passenger transport services covered by public service contracts or integrated services from the scope of application of the Regulation, it will need to ensure that a comparable mechanism of enforcement of passenger rights has been put in place.

(1)Summary drafted in accordance with Article 23(2) of Regulation (EU) No 1177/2010. This summary has no legal value.
(2) Cruise passengers have no right to re-routing and reimbursement in case of cancelled or delayed departures and no right to compensation of the ticket price in case of delay in arrival.
(3) Ships certified to carry up to 12 passengers, ships which have a crew responsible for the operation of the ship composed of not more than three persons, passenger services of less than 500 metres one way, excursion and sightseeing tours other than cruises and ships not propelled by mechanical means as well as original and individual replicas of historical passenger ships designed before 1965, built predominantly with the original materials certified to carry up to 36 passengers, are excluded.
In addition, Member States may decide not to apply the Regulation provided that the rights of passengers are adequately ensured under national law to seagoing ships of less than 300 gross tons operated in domestic transport until 17 December 2014 and for an indefinite period of time to passenger services covered by public service obligations, public service contracts or integrated services.

*The ticket can be converted to Open-Date ticket, once printed and received by the customer.

**The new ticket may not be of discount if the older was not, and a vehicle ticket is not replaced with a passenger ticket or vice versa.

**Any fare difference from the original is not refunded.

***Tickets can be invalidated by the issuing agency.

***Tickets cannot be invalidated by phone. Passengers wishing to invalidate their tickets must hand them over to the issuing agency.

****After the departure of the ship, the tickets cannot be cancelled, cannot be changed to “open” tickets, while the date of the itinerary cannot be changed as well. The tickets after the departing time are considered to be cancelled by the shipping company and they cannot be changed.

 

Anes Ferries

 

Up to 14 days before departure date: 100% refund on tickets value.

Up to 7 days before departure date: 75% refund on tickets value.

Up to 12 hours before departure date: 50% refund on tickets value.

*Tickets can be converted into Open-Date (or to another departure date) up to 1 hour before departure.

*Open-Date tickets are valid and can be used for one year after their first date of issue.

 

Aegean Flying Dolphins

 

Up to 14 days before departure date: 100% refund on tickets value.

Up to 7 days before departure date: 75% refund on tickets value.

Up to 12 hours before departure date: 50% refund on tickets value.

*Tickets can be converted into Open-Date (or to another departure date) up the departure time.

*Open-Date tickets are valid and can be used for one year after their first date of issue.

 

Aegean Speed Lines

Up to 14 days before departure date: 100% refund on tickets value.

Up to 7 days before departure date: 75% refund on tickets value.

Up to 12 hours before departure date: 50% refund on tickets value.

*Tickets can be converted into Open-Date (or to another departure date) up to 4 hours before departure.

*Tickets which are turned to Open-Date can be replaced up to one year after their issuance date, and only once.

*Tickets opened only once, can be cancelled 50% within a year after their issuance date.

**Economy Discount tickets cannot be cancelled or refunded.

 

Aegeon Pelagos

 

HIGH SEASON: 13/12/19-06/02/20, 28/02/20, 02/03/20, 10/04/20-26/04/20, 05/06/20, 08/06/20, 26/06/20-06/09/20

Up to 14 days before departure date: 100% refund on tickets value.

Up to 7 days before departure date: 75% refund on tickets value.

Up to the departure: 50% refund on tickets value.

*The tickets can be converted to Open-Date tickets (or to another departure date) up to 2 hours before departure.

LOW SEASON: All the other dates except those mentioned in HIGH SEASON

Up to 1 hours before departure date: 100% refund on tickets value.

Up to the departure: 50% refund on tickets value.

*The tickets can be converted to Open-Date tickets (or to another departure date) up to 1 hour before departure.

**Open-Date tickets are valid and can be used for one year after their first date of issue.

**Open-Date tickets are cancelled without charge when they have been originally issued as Open-Date. If they have been converted to Open-Date, the date the ticket has been converted to Open-Date ticket, is considered as the cancellation date. Any refund will be made according to the initial date of voyage.

 

Anek-Superfast

 

Domestic Lines

HIGH SEASON: 13/12/19-06/02/20, 28/02/20, 02/03/20, 10/04/20-26/04/20, 05/06/20, 08/06/20, 26/06/20-06/09/20

Up to 14 days before departure date: 100% refund on tickets value.

Up to 7 days before departure date: 75% refund on tickets value.

Up to the departure: 50% refund on tickets value.

*Tickets can be converted to Open-Date (or to another departure date) up to 2 hours before departure.

LOW SEASON: All the other dates except those mentioned in HIGH SEASON

Up to 1 hours before departure date: 100% refund on tickets value.

Up to the departure: 50% refund on tickets value.

*Tickets can be converted to Open-Date (or to another departure date) up to 1 hour before departure.

**Open-Date tickets are valid and can be used for one year after their first date of issue.

**Open-Date tickets are cancelled without charge when they have been originally issued as open date. If they have been converted to open date, the date the ticket has been converted to open date ticket, is considered as the cancellation date. Any refund will be made according to the initial date of voyage.

**Tickets can be converted to another departure date, by phone. In this case, passengers must receive their tickets from the Port Offices at the port of departure, before embarkation.

***Super Saver Economy tickets cannot be cancelled / refunded or converted into Open.

***Saver Economy tickets can be cancelled / refunded or converted into Open.

 

International Lines

Up to 22 days before departure date: 100% refund on tickets value.

Up to 8 days before departure date: 80% refund on tickets value.

Up to 24 hours before departure date: 50% refund on tickets value.

*Tickets can be converted to Open-Date tickets or to another departure date. If these tickets are cancelled, the date the tickets have been converted to Open-Date or to another departure date is considered as the date of cancellation and the refund is calculated in relation to the original travel date.

**Open-Date return tickets, originally issued as open, not converted to open, are refunded, if cancelled, with a 100% refund (the open return crossing).

**In the event of a partial cancellation of a round trip of which one crossing has been completed, the passenger will be refunded as above (based on the time of cancellation) for the crossing that is not completed.

**In the event of a whole cancellation of a round trip, the passenger will be refunded as above (based on the time of cancellation).

***In case of a lost ticket the passenger must immediately notify the issuing Travel Agent, Premium Sales Agent, Port Agent or the Company. The reprinted ticket can only be picked up by the travelling passenger with valid identification at the port of departure.

Note: At check-in, all passengers must provide a valid identification card or passport.

**Early Booking tickets cannot be cancelled / refunded but they can be converted into Open (or to another departure date).

 

Blue Star Ferries & Hellenic Seaways 

 

HIGH SEASON: 10/04/20-26/04/20, 04/06/20-09/06/20(1) & 12/06/20-27/09/20(1)

Up to 7 days before departure date: 100% refund on tickets value.

Up to the departure: 50% refund on tickets value.

*Tickets can be converted into Open-Date (or to another departure date) up to 4 hours before departure.

For the period 10/04/0-18/04/20  & from 04/06/20-06/06/20  for all departures from Piraeus, Lavrio, Volos and Kavala and for the period 19/04/20-26/04/20 & 08/06/20-09/06/20 for all departures to Piraeus, Lavrio, Volos and Kavala tickets are cancelled without charge or converted to open date tickets or for another departure date, 14 days prior to departure. From 14 days and up to 7 days prior to departure, a 25% cancellation charge is applied or alternatively tickets can be converted to Open-Date tickets or for another departure date.

The same applies to all intermediate routes.

LOW SEASON: All other dates except those mentioned in HIGH SEASON

Up to 3 days before departure date: 100% refund on tickets value.

Up to the departure: 50% refund on tickets value.

*Tickets can be converted into Open-Date (or to another departure date) up to 1 hour before departure.

**Open-Date tickets are valid indefinitely.

***Open date tickets are cancelled without charge when they have been originally issued as open date.

****Super Economy tickets cannot be cancelled / refunded or converted into Open or to another departure date.

****Special Economy tickets can be cancelled / refunded or converted into Open or to another departure date.

 

Dodekanisos Seaways

Up to 7 days before departure date: 100% refund on tickets value.

Up to 1 hour before departure date: 50% refund on tickets value.

*Tickets can be converted into Open-Date (or to another departure date) up to the departure.

*Open-Date tickets are valid and can be used for one year after their first date of issue and cannot be cancelled / refunded.

 

Cyclades Fast Ferries

 

Up to 8 days before departure date: 100% refund on tickets value.

Up to the departure: 50% refund on tickets value.

*Tickets can be converted into Open-Date (or to another departure date) up to 2 hours before departure.

**Open-Date tickets are valid and can be used for one year after their first date of issue.

 

Golden Star Ferries

 

Up to 14 days before departure date: 100% refund on tickets value.

Up to 6 days before departure date: 75% refund on tickets value.

Up to 12 hours before departure time: 50% refund on tickets value.

*Tickets can be converted into Open-Date (or to another departure date) up to 12 hours before departure and they are valid and can be used for one year after their first date of issue.

**Open-Date tickets are refunded without cancellation fee only if issued originally as Open-Date tickets. If they have been converted to open date ticket, there is a 50% cancellation fee.

 

Minoan 

 

Domestic Lines

Up to 14 days before departure date: 100% refund on tickets value.

Up to 7 days before departure: 75% refund on tickets value.

Up to 12 hours before departure: 50% refund on tickets value.

 

Adriatic Lines:

Up to 30 days before departure date: 100% refund on tickets value (excluding fixed dues).

Up to 7 days before departure date: 70% refund on tickets value (excluding fixed dues).

Up to 2 days before departure date: 50% refund on tickets value (excluding fixed dues).

*Open-Date tickets are valid for one year from the date of departure, if there is a departure date shown. If there is no departure date, Open-Date tickets are valid for one year from the date of issue.

**Open-Date tickets (on both lines) are not refundable.

 

Grimaldi (Brindisi)

 

Up to 30 days before departure date: 90% refund on tickets value.

Up to 7 days before departure: 70% refund on tickets value.

Up to 48 hours before departure: 50% refund on tickets value

*Passengers are able to change the date of the departure. It can be requested up to 2 days before the date of departure, subject to payment of any fare adjustment. A € 30.00 change fee applies.

 

Ionian Group

 

Up to 14 days before departure time: 100% refund on tickets value.

Up to 7 days before departure time: 75% refund on tickets value.

Up to 12 hours before departure time: 50% refund on tickets value.

*Open tickets are valid and can be used for one year after their first date of issue.

 

Kefalonian Lines

 

Up to 14 days before departure time: 100% refund on tickets value.

Up to 7 days before departure time: 75% refund on tickets value.

Up to 12 hours before departure time: 50% refund on tickets value.

*Tickets can be converted to open date tickets up to 2 hours before departure.

*Open tickets are valid up to the end of the year of issue of the original ticket.

 

SeaJets

 

Up to 14 days before departure time: 100% refund on tickets value.

Up to 7 days before departure time: 75% refund on tickets value.

Up to 12 hours before departure time: 50% refund on tickets value.

* Tickets can be converted to Open-Date up to 24 hours before departure.

*Open tickets can be replaced with a new ticket only once. This ticket cannot be cancelled, converted to OPEN or replaced for another date.

 

SeaSpeed Ferries

 

HIGH SEASON: 10-26/04/2020, 04-12/06/2020, 12/06/2020 – 20/09/2020

Up to 10 days before departure time: 100% refund on tickets value.

Up to the departure: 50% refund on tickets value.

*Tickets can be converted to open date tickets up to 4 hours before departure.

LOW SEASON: All other dates except those mentioned in HIGH SEASON

Up to 3 days before departure time: 100% refund on tickets value.

Up to the departure: 50% refund on tickets value.

*Tickets can be converted to open date tickets up to 1 hour before departure.

**Open-Date tickets are valid and can be used for one year after their first date of issue.

 

Zante Ferries

 

HIGH SEASON: 08/03/19 - 11/03/19, 22/03/19 - 25/03/19, 24/04/2019 - 01/05/2019, 14/06/2019 - 17/06/2019 & 01/07/19 - 01/09/19

Up to 5 days before departure time: 100% refund on tickets value.

Up to 12 hours before departure time: 50% refund on tickets value.

*Tickets can be converted into Open-Date up to 12 hours before departure.

LOW SEASON: All other dates except those mentioned in HIGH SEASON

Up to 3 days before departure time: 100% refund on tickets value.

Up to 1 day before departure time: 50% refund on tickets value.

*Tickets can be converted into Open-Date up to 2 hours before departure time.

**Open-Date tickets are valid and can be used for one year after their first date of issue.