Consumer law and ferries
Buying a ferry ticket means that you have entered into a contract with a ferry company. This contract is between the company and the passenger named on the ticket, and each person travelling with them on the same documents.
This contract gives you certain rights. But it also means that you have obligations such as arriving by the check-in time set down by the company, and having the right booking information and any immigration documentation the ferry company wants.
So carefully check the contract's terms and conditions regarding:
- Check-in times: these can vary enormously depending on whether you are travelling on foot, in a car, by coach, with a motorbike or with animals
- Travel documentation: a passport is usually specified, and if you are a non-EU national you may require a visa too
- Cancelled bookings: most ferries charge a cancellation fee, and some may only refund you with travel vouchers.
- Cancellation Waiver Protection (CWP). Some ferries offer this type of cover when you book - it lets you get a refund if you cancel at quite short notice.
- Any "amendment fees" if, for example, you add a passenger to your vehicle booking.
- The size of your vehicle: you may have to pay a "freight tariff" if it exceeds a certain length or height (this may include the addition of roof racks, bicycles etc),
Refunds
Your contract with the ferry company should explain what refunds you are entitled to if they change the route or departure time before you board. Their liabilities will be limited if the sailing is cancelled, delayed or diverted due to circumstances outside their control, such as a bad storm, a strike or an unforeseen technical breakdown.
Even in these circumstances, the company might offer you a full refund of the unused elements of your fare if you choose not to travel. If a pre-paid facility such as onboard accommodation is unavailable or provided to a lower category, they should refund you the price difference.
Lost/damaged luggage or vehicles
If your luggage is lost or damaged or your vehicle itself is damaged, the ferry company's liabilities are detailed in an international agreement called the Athens Convention. This also limits the company's liabilities for valuables such as jewellery if you haven't asked for them to go into the ship's safe.
If you have lost luggage and it is recovered on the ferry or in the port, it is normally sent to the ferry company's shore offices for collection. Under the Athens Convention, the ferry company's liability for the loss of or damage to cabin luggage is limited to about €2,000 per passenger.
Their liability for a lost/damaged vehicle - including any luggage in or on them - is limited to about €12,600. And their liability for other lost/damaged luggage is limited to about €3,400 per passenger.
You should report damage to luggage in writing within the following timeframes:
- In the case of apparent damage, before or at the time of disembarkation or re-delivery
- In the case of damage which is not apparent or of loss, within 15 days of disembarkation or redelivery, or from the time when redelivery should have taken place
You don't need to give written notice where the luggage has been jointly inspected by you and the carrier before leaving the ferry.