FlashFerry
When the regulation applies
Regulation (EU) No 1177/2010 applies to ferries departing from a port in the EU, and to ferries from non-EU countries into the EU if they are operated by an EU carrier. Through the EEA Agreement it also applies in Norway. The UK carried the rules over into its own law after Brexit, so departures from British ports are subject to the same deadlines and percentages.
Excluded are ships certified to carry up to twelve passengers, ships with a crew of no more than three, crossings of less than 500 metres, excursion and sightseeing trips, and certain historic ships. For an ordinary car ferry or a fast catamaran between two ports, the regulation therefore almost always applies.
Delayed departure: information, refreshments, hotel
The operator must inform you of a delay or cancellation as early as possible, and no later than 30 minutes after the scheduled departure time. As soon as they are known, it must also give the estimated departure and arrival times. If you miss a connection as a result, it must make an effort to inform you about alternative connections.
If departure is delayed by more than 90 minutes or the sailing is cancelled, you are entitled to snacks, meals or refreshments in reasonable relation to the waiting time, provided they are available or can reasonably be supplied. If an overnight stay becomes necessary, the operator must provide accommodation on board or ashore and arrange transport there and back. For a hotel ashore it may cap the cost at €80 per person per night, for a maximum of three nights.
Onward travel or your money back
If the ferry is cancelled or departure is delayed by more than 90 minutes, you have a choice — and you have it as soon as the operator can reasonably expect this to happen. Either it gets you to your destination under comparable conditions, at no extra cost and as early as possible. Or it refunds the fare. If the delay has made the journey pointless, this also includes a free return to the port of departure.
The refund must be paid within seven days, in cash, by bank transfer or by cheque. You get back the full fare for the unused parts of the journey. You don't have to accept a voucher: it is only permitted if you agree, and it must then be for the full value.
Compensation for late arrival
If you reach your destination late, you are also entitled to compensation — even if you went ahead with the journey. How long the delay has to be depends on the scheduled duration of the crossing.
| Scheduled crossing time | 25% from | 50% for more than | Examples |
|---|---|---|---|
| up to 4 hours | 1 hour late | 2 hours | Puttgarden–Rødby, Dover–Calais, Helsinki–Tallinn |
| over 4 and up to 8 hours | 2 hours | 4 hours | Rostock–Trelleborg, Caen–Portsmouth |
| over 8 and up to 24 hours | 3 hours | 6 hours | Travemünde–Trelleborg, Kiel–Oslo |
| over 24 hours | 6 hours | 12 hours | Travemünde–Helsinki |
The basis is the price you actually paid. For a return ticket, half of the total price counts for the affected leg. The operator must pay within one month of your claim. Vouchers are only allowed if their terms are flexible, and you can insist on money. No fees may be deducted. The operator does not have to pay out amounts of up to €6; in the UK the limit is £5.
What the weather changes — and what it doesn't
In a storm, operators almost always cite the weather, and rightly so: a ship that cannot sail safely should stay in port. In that case, however, the regulation takes away only two of your rights. If the operator proves that weather conditions endangered the safe operation of the ship, the entitlement to a hotel and to compensation lapses. For compensation, the same applies to other extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken, such as a strike or a natural disaster.
Everything else stays: the information, refreshments during the wait and the choice between onward travel and a refund. If a storm means you sail a day later, you get no compensation and pay for the hotel yourself, but you can rebook the crossing free of charge or have the fare refunded.
| Your right | Other causes | Dangerous weather |
|---|---|---|
| Information no later than 30 min after scheduled departure | yes | yes |
| Refreshments from a 90-min wait | yes | yes |
| Hotel up to €80 per night, max. 3 nights | yes | no |
| Onward travel or refund from 90 min | yes | yes |
| Compensation of 25% or 50% | yes, except in extraordinary circumstances | no |
There are two more exceptions you should know about. If you were told about the delay before buying your ticket, or caused it yourself, refreshments, hotel and compensation do not apply. And if you hold an open ticket without a fixed departure time, you cannot claim refreshments, hotel, onward travel or compensation. This exception does not apply to holders of season tickets or travel passes.
How to enforce your claim
- Keep evidence: booking confirmation, boarding pass, a photo of the departures board, the actual arrival time and receipts for food, taxis and hotel.
- Ask on the spot: operators usually offer meal vouchers and accommodation at the terminal. If you pay yourself, keep every receipt.
- Complain in writing within two months of the travel date, directly to the operator. Even if you booked through a booking site, your claim is against the operator.
- Wait for the reply: within one month the operator must tell you whether your complaint has been accepted, rejected or is still being considered. The final reply must come no later than two months after the complaint was received.
- If that doesn't help: if the operator does not resolve your complaint, you can turn to the national enforcement body in the country where the departure port is located. Every EU and EEA country has one, and in the UK the relevant UK body handles such complaints.
Frequently asked questions
How much compensation do you get for a delayed ferry?
25% of the fare if you arrive at least one hour late and the crossing is scheduled to last up to four hours. For crossings of four to eight hours the threshold is two hours, for eight to 24 hours three hours, and above that six hours. If the delay is more than twice the threshold, it is 50%.
Do I get my money back if the ferry is cancelled because of a storm?
Yes. With a cancellation or a delay of more than 90 minutes, you can choose between free onward travel and a refund of the fare, even if the weather is the cause. A storm only removes the compensation and the hotel.
Does the operator have to pay for a hotel?
If a cancellation or delay makes an overnight stay necessary, yes — unless the operator proves that dangerous weather was the cause. It may cap the cost at €80 per person per night for a maximum of three nights.
Do I have to accept a voucher instead of money?
No. For a refund, a voucher is only permitted with your agreement. For compensation, too, you can insist on money.
What is the deadline for complaining?
Within two months of the day on which the crossing took place or should have taken place. The operator must respond within one month and give a final reply within two months at the latest.
Do these rights also apply to ferries to and from Britain?
Yes. Departures from EU ports are covered by the EU regulation, departures from British ports by the UK version, with the same deadlines and percentages. There the operator may withhold compensation of up to £5.
If your ferry is cancelled, the route search quickly shows the next sailings from the same and other operators.
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