Ship passenger rights in the event of delays and cancellations | Traficom
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Transport and Communications Agency

Ship passenger rights in the event of delays and cancellations

If your journey is delayed or cancelled, you may have a right to care and compensation.

Always contact the carrier first

In the event of a problem, complain to the carrier operating the service within 2 months. You can submit your complaint on the company website.

Learn about your rights in different situations

Ship passengers’ rights apply to ships:

  • departing from a port in an EU country
  • arriving from outside the EU to a port in an EU country when the service is operated by a company established in the EU.

Certain rights do not apply to cruises exceeding two overnight stays on board. In this case, passenger rights are based on the contract conditions applicable to the journey.

Passenger rights also do not apply to:

  • ships certified to carry up to 12 passengers
  • ships which have a crew composed of no more than 3 persons or where the distance of the overall service is less than 500 metres, one way
  • ships on excursion and sightseeing tours
  • ships not propelled by mechanical means (e.g. historical ships).

If your departure is cancelled or delayed for more than 90 minutes, the carrier must offer you care and assistance. You can also demand re-routing or reimbursement of the ticket price. 

You have the right to:

  • information on the reason for the cancellation or delay and the estimated departure time
  • snacks, meals or refreshments in reasonable relation to the waiting time
  • adequate accommodation on board or ashore and transport to and from the port terminal and place of accommodation if an overnight stay becomes necessary. The carrier may limit the total cost of accommodation to EUR 80 per night and for a maximum of three nights per each passenger.
  • re-routing to the final destination at the earliest opportunity or reimbursement of the ticket price. If you choose reimbursement and cancel your trip, the carrier must pay the cost of the ticket to you within 7 days.

However, you are not entitled to accommodation if the cancellation or delay is caused by weather conditions endangering the safe operation of the ship. You are still entitled to all other forms of care and assistance mentioned above.

If the ship arrives late at the final destination, you may request compensation from the carrier. The amount of the potential compensation depends on the duration of the scheduled journey and the length of the delay.

The compensation must be at least 25% of the ticket price for a delay of at least

  • 1 hour, if the scheduled journey is up to 4 hours
  • 2 hours, if the scheduled journey is more than 4 hours but no more than 8 hours
  • 3 hours, if the scheduled journey is more than 8 hours but no more than 24 hours
  • 6 hours, if the scheduled journey exceeds 24 hours.

The compensation must be at least 50% of the ticket price for a delay of at least

  • 2 hours, if the scheduled journey is up to 4 hours
  • 4 hours, if the scheduled journey is more than 4 hours but no more than 8 hours
  • 6 hours, if the scheduled journey is more than 8 hours but no more than 24 hours
  • 12 hours, if the scheduled journey exceeds 24 hours.

The compensation will be calculated in relation to the price that you actually paid for the service. 

Passengers who hold a travel pass or a season ticket may request compensation for recurrent delays in accordance with the carrier’s compensation arrangements.  

The compensation must be paid in money, if you so request. If you wish, it may also be paid in vouchers and/or other services. Carriers may introduce a minimum threshold under which payments for compensation will not be paid. This threshold cannot exceed EUR 6.

Please note that you are not entitled to compensation if the cancellation or delay is caused by weather conditions endangering the safe operation of the ship or by extraordinary circumstances (e.g. strikes, natural disasters or search and rescue operations at sea or on inland waterways) which could not have been avoided even if all reasonable measures had been taken.

CONTACT THE CORRECT AUTHORITY

If the carrier's response is unsatisfactory, you can contact the authority overseeing passenger rights. Make sure you contact the right authority.

If you were travelling in another EU country, send your complaint to the relevant authority in the country where the incident took place.  (National Enforcement Bodies for maritime transport).

Authorities in Finland

In Finland, the relevant authority depends on whether you were travelling as a consumer or as a business traveller. 

Consumer

You are considered a consumer if you travel for leisure and pay for your own flights. . Consumer complaints are resolved by the Consumer Disputes Board.

Business traveller

You are considered a business traveller if you travel for work and your employer pays your flights. Business travellers may contact Traficom. Please note, however, that Traficom does not handle individual compensation cases or disputes or respond individually to reports from business travellers. 

How to make a complaint

  • Step 1

    First contact the carrier

    In the event of a problem, first contact the carrier operating the service. Lodge a complaint on the company website. 

    You must complain within two (2) months of the delay or cancellation. 

  • Step 2

    Await the carrier’s response

    Within one (1) month of receiving your complaint, the carrier must inform you of whether your complaint has been substantiated, rejected or is still being considered.

    The carrier must give you a final reply within two (2) months of receiving your complaint.

  • Step 3

    Choose the correct authority

    If you are not satisfied with the carrier's response, you can contact the authority overseeing passenger rights. Make sure you complain to the right authority.

    In Finland, the relevant authority depends on whether you are a consumer or a business traveller.

    You are a consumer if you were travelling for leisure and paid for the journey yourself. . Consumer complaints are resolved by the Consumer Disputes Board.

    If you were travelling in another EU country, send your complaint to the relevant authority in the country where the incident took place.  (National Enforcement Bodies for maritime transport).

  • Step 4

    Business travellers may contact Traficom

    Business travellers can contact Traficom by e-mail. Attach your correspondence with the carrier, a copy of your ticket, and any other relevant documents. 

    Please note that Traficom does not handle individual compensation cases or disputes or respond individually to reports from business travellers. 

    Send information of the incident to

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

    If you cannot send the documents by e-mail, you can send them to Traficom by post: Finnish Transport and Communications Agency Traficom, PO Box  320, 00059 TRAFICOM, Finland

  • Step 5

    Traficom can give you advice

    Traficom enforces ship passengers' rights in general level and may give you advice. 

    Please note that Traficom does not handle individual compensation cases or disputes or respond individually to reports from business travellers. 

    With enforcement measures, Traficom ensures that your rights are fulfilled and that the carriers comply with their obligations.

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