Make a complaint: Rights of ship passengers with disabilities or reduced mobility

How to make a complaint

1. 1Step 1

   Always contact first the carrier or port

   If your rights have not been respected in connection with a ship journey, always contact first the carrier or the port terminal operator. Submit your complaint to the party responsible. 

   If your complaint concerns assistance in a port, contact the port terminal operator. If the problem concerns an event on board a ship during the journey, contact the carrier. 

   Make you complain within two months of your journey. 

2. 2Step 2

   Wait for a response

   The carrier or port must let you know within one month of receiving your complaint whether your complaint has been substantiated, rejected or is still being considered.

   The final reply must be given within two months of receiving the complaint.

3. 3Step 3

   Choose the correct authority

   If you are unsatisfied with the response you get to your complaint, you can contact the authority overseeing passenger rights. Make sure you complain to the right authority.

   You must send your complaint to the relevant authority in the country where the incident took place. 

4. 4Step 4

   Incident took place in Finland

   If the incident took place in Finland, you can send your complaint to Traficom.

5. 5Step 5

   Incident took place outside Finland

   Complaints to authorities in other countries should be written in English or in the official language of the EU country in question. 

   Ulkoinen verkkopalvelu.

6. 6Step 6

   How to submit a complaint to Traficom

   You can submit your complaint to Traficom by email or a free-form letter. 

   Please attach to the complaint your correspondence with the carrier or terminal operator. Include a copy of your ticket and any other documents you consider relevant.

   Send your complaint to kirjaamo@traficom.fi.

   If your complaint contains personal information, you can send it as a secure message. Instructions for sending secure email to Traficom. Ulkoinen verkkopalvelu.

   If you are unable to send the complaint by email, you can send it to Traficom by post: Finnish Transport and Communications Agency Traficom, PO Box 320, FI-00059 TRAFICOM, Finland.

   Link to privacy statement concerning the processing of matters related to EU passenger rights Ulkoinen verkkopalvelu.
7. 7Step 7

   Traficom may issue a recommendation

   Traficom has competence to issue recommendations concerning passenger complaints.