Delay in arrival

Passenger’s right to compensation for delayed arrival

You may demand 25% off the price of the ticket if the ship is delayed at least

• 1 hour, if the scheduled travel duration is no more than 4 hours
• 2 hours, if the scheduled travel duration is over 4 hours but no more than 8 hours
• 3 hours, if the scheduled travel duration is over 8 hours but no more than 24 hours
• 6 hours, if the scheduled travel duration is over 24 hours.

You may demand 50% off the price of the ticket if the ship is delayed at least

• 2 hours, if the scheduled travel duration is no more than 4 hours
• 4 hours, if the scheduled travel duration is over 4 hours but no more than 8 hours
• 6 hours, if the scheduled travel duration is over 8 hours but no more than 24 hours
• 12 hours, if the scheduled travel duration is over 24 hours.

With return tickets, a delay on either leg of the voyage entitles the passenger to compensation of 25–50% of half of the ticket price.

Holders of season passes or similar tickets may demand compensation for repeated delays in accordance with the compensation policy of the transport provider they use.

No compensation is paid in the following cases:

• cruises involving more than two overnight stays on board the ship
• the cancellation or delay was disclosed prior to purchase of the ticket or the situation was caused by the actions of the passenger
• the cancellation or delay is due to weather conditions that compromise the safety of the vessel or other exceptional circumstances (e.g. natural disasters, search and rescue operations at sea or inland waterways) which cannot be reasonably avoided.

You may also claim compensation for personal injury caused by events during the voyage and damage caused by the delay to the passenger, if the damage is caused by an error or negligence on the part of the shipping company or a person authorised by the company.

If the shipping company rejects your claim

If the journey was not as agreed, you can file a complaint with the shipping company. You should do this as soon as possible. If the complaint does not produce results, you can file a complaint with an authority.