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Ferry Passengers Get New Rights

Tuesday 08 January 2013

Travellers on trains and ferries within the EU have new guarantees of compension, assistance and information for delays, as is already the case for air passengers.

The new rights include, amongst others:

Cancellations or delays at departure of more than 90 minutes:

  • a guarantee of full reimbursement or rerouting;
  • adequate assistance such as snacks, meals, and refreshments provided free of charge;
  • where necessary, accommodation up to three nights, with a financial coverage up to €80 per night.
  • In situations of delay in arrival or cancellation of journeys:

  • compensation, between 25% and 50% of the ticket price.
  • More precisely, you will be able to claim compensation of 25% of your ticket price for a delay of at least:

  • one hour where the scheduled journey time is four hours or less;
  • two hours where the scheduled journey time is between four and eight hours;
  • three hours where the scheduled journey time is between eight and 24 hours; and
  • six hours where the scheduled journey time is greater than 24 hours.
  • You will be entitled to half of your ticket price for delays that are more than double these times.

    Compensation must be paid within a month of the complaint being made.

    No compensation is payable if the delay is due to to adverse weather conditions that would endanger the ship.

    Additional protection for people with a disability or reduced mobility:

  • non-discriminatory treatment and specific assistance free of charge for disabled persons and persons with reduced mobility both at port terminals and on board ships, as well financial compensation for loss or damage of their mobility equipment.
  • Right to information:

  • minimum rules on information for all passengers before and during their journey, as well as general information about their rights in terminals and on board ships.
  • Complaint handling:

  • establishment by carriers and terminal operators of a complaint handling mechanism available to passengers;
  • establishment of independent national bodies for the enforcement of the rules, through, where appropriate, the application of penalties.
  • The changes have been introduced as a part of the a new regulatory framework throughout the European Union.

    The regulation applies if you depart from an EU country, or if you arrive in an EU country on a ferry operated by a company established in an EU member state.

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