Are you aware of your rights when travelling by sea or inland waterway?
Regulation (EU) 1177/2010 concerning the rights of passengers when travelling by sea and inland waterway has been applicable in EU countries since 18 December 2012 and strengthens the rights of consumers in general and in particular of disabled persons and persons with reduced mobility, guaranteeing non-discriminatory treatment and offering opportunities comparable to those of other citizens for using passenger services and cruises at no additional cost.
The Regulation establishes the applicable rules for sea and inland waterway transport as regards the following:
These rights are applicable to passengers travelling in the EU on board ferries and cruises by sea, rivers, lakes or canals.
It does not apply to:
If the service is delayed or cancelled, the passenger has the right to adequate and relevant information regarding the situation during the wait.
If the service is cancelled or the departure delayed by more than 90 minutes, the passenger may select between:
In addition, if the departure of the ship is delayed by more than 90 minutes, provided they are available or can be reasonably supplied, passengers have the right to:
If the arrival of the boat at its destination is delayed by more than one hour, passengers are entitled to compensation. Depending on the delay, the amount will be equivalent to 25% or 50% of the ticket price.
DELAY TIME |
AMOUNT OF INDEMNITY |
Delays of at least 1 hour, for scheduled journeys of up to 4 hours. |
25% |
Delays of at least 2 hours, for scheduled journeys of ≥ 4 hours and ≤ 8 hours. |
25% |
Delays of at least 3 hours, for scheduled journeys of ≥ 8 hours and ≤ 24 hours. |
25% |
Delays of at least 6 hours, for scheduled journeys of ≥ 24 hours. |
25% |
If the length of delay exceeds double the time set out in the table above, the compensation will be 50 % of the ticket price. |
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Carriers are not required to pay compensation if it amounts to less than 6 €. |
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El % de indemnización corresponderá con el precio del billete. |
The compensation will be paid within one month after the submission of the request for compensation to the carrier.
No compensation is payable if the delay is due to extreme weather conditions or a natural disaster.
You may submit a claim if you have experienced any of the following problems:
If you consider that your rights have been infringed, you may submit a claim as follows:
If an answer is not received within one month, or if the answer is not satisfactory, a claim may be submitted to the consumer authorities in your Autonomous Community, who are appointed to ensure compliance with Regulation (EU) 1177/2010.
To do so, we recommend you:
Claiming for a problem at a port outside Spain
If the incident occurred in an EU port, outside Spanish territory, or during a journey that ended at this port, please see the following list
of contact details for the competent national authority in order to process your claim.
You should send your claim to this organisation who is responsible for processing your complaint/claim and providing an answer.
Regulation (EC) 392/2009 ;
on the liability of carriers of passengers by sea in the event of accidents.
If you are injured in a maritime accident, you are entitled to compensation from the carrier or their insurers. In the event of loss of life, your heirs are entitled to this compensation.
You are also entitled to compensation from the carrier in case of loss or damage to luggage, vehicles or other belongings due to a maritime accident.
AMOUNT OF INDEMNITY |
IAMOUNT OF INDEMNITY |
Right to compensation for loss of or damage to cabin luggage. |
2.250 SDR (Special Drawing Rights) |
Right to compensation for loss of or damage to luggage carried in or on the vehicle. |
12.700 SDR (Special Drawing Rights) |
Right to compensation for loss of or damage to other luggage. |
3.375 SDR (Special Drawing Rights) |
Loss or damage suffered as a result of an accident are calculated on the basis of "units of account", which are "Special Drawing Rights". (SDR) for Member States parties to the International Monetary Fund (all EU Member States). |
For passengers with reduced mobility, compensation for loss or damage to their wheelchair or other mobility equipment shall correspond to the full cost of replacement or repair.
You are entitled to receive from the carrier an advance for your immediate needs in the event of injury or loss of life due to:
In the event of loss or damage during a maritime accident, compensation may be claimed from a court in the country:
In the event of damage or loss of luggage, the carrier must be informed in writing. Ideally, on disembarking or at the end of the journey at the time of its re-delivery. At the latest, within 15 days of from the date of disembarkation or re-delivery, otherwise the right to compensation will be lost.
In general, you have a period of two years to bring an action to court, although the exact start date of this period may vary according to the nature of the loss or damage.
European legislaton