Cancellation or delay of a journey

If the departure from the port has been cancelled or delayed for more than 90 minutes, you may require:

1) the shipping company to provide meals and accommodation

The shipping company must offer snacks, meals or refreshments free of charge in a reasonable proportion to the waiting time. If overnight accommodation or a longer stay becomes necessary, the shipping company must offer you:

accommodation on board or ashore where possible. The shipping company is entitled to limit the cost of accommodation to 80 euros per night and no more than three nights per passenger.
transport between the port terminal and the place of accommodation.
Accommodation and transport cannot be obtained if the shipping company demonstrates that the cancellation/delay was caused by weather conditions that compromised safety, such as heavy winds, rough seas or floods.

If you have been notified of a cancellation or delay before you purchased the ticket, or if the situation is caused by you, you cannot require meals and accommodation.

2) re-routing or refund of ticket price

The shipping company must arrange for re-routing to the original destination under equivalent terms as soon as possible and without any additional charges. If you wish to cancel your travel by ship, the shipping company must refund the ticket price within 7 days. You can demand a refund for each cancelled leg of the voyage and an already completed leg of the voyage, if it carries no benefit for the original travel plan. In addition, you have the right to demand a return service to your first point of departure, as set out on your ticket, at the earliest opportunity.

The demand cannot be made for cruises that include over 2 nights on board the ship. In these cases, you can refer to the terms and conditions of the trip.

For instructions on how to make a complaint, see the section on how to complain.