If a service is cancelled or delayed by more than 90 minutes:
Shipping companies have an obligation to provide free snacks, meals or drinks proportionally to the length of the delay. If it becomes apparent that a delay will continue overnight or for an extended period of time, the shipping company must provide you with:
- accommodation on board the vessel or on land where possible. Shipping companies can cap the cost of accommodation on land to EUR 80 per night and three nights per passenger.
- transport between the shipping terminal and the hotel.
Accommodation and transport do not need to be provided if the shipping company can prove that the cancellation or delay was due to unsafe weather conditions, such as strong winds, rough seas or flooding.
If you were told about the cancellation or delay before you bought your ticket or if the situation is your own fault, you cannot ask for food and accommodation.
You can ask to be rerouted or for the cost of your ticket to be refunded
Shipping companies have an obligation to get you to your final destination on the agreed terms as soon as possible and without any additional charges. If you want to cancel your booking, the shipping company must refund you within seven days. You can ask for a refund for each cancelled leg of the journey as well as for any legs that you have already travelled that no longer serve a purpose in terms of your travel plan. You can also ask the shipping company to get you back to the port of departure indicated on your ticket free of charge and as quickly as possible.
This does not apply to cruises that include more than two nights on board a vessel. In these cases, you should refer to the terms and conditions of your booking.
For information about filing complaints, see Complaints.