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How to complain about a ship journey

How to make a complaint – step by step

When you are notified that your trip is cancelled or delayed, first ask the shipping company to take care of your rights. If the matter is not resolved, file a written complaint with the shipping company.

  • File a written complaint with the shipping company. Most European companies are unable to process complaints in Finnish or Swedish. File the complaint in English.

  • The complaint must be submitted within 2 months of the date on which the delay or cancellation took place. The time taken to provide the final reply must not exceed two months from the receipt of a claim.

  • Also attach a copy of your ticket and of the costs of meals and similar services to your complaint. Do not send any original documents.

  • Save a copy of your complaint. If you submit a complaint by using the company’s complaint form, save a copy for yourself.

  • If you do not receive a reply or are not satisfied with it, contact the European Consumer Centre in case of a foreign company. For a domestic shipping company, you will receive assistance and advice from Consumer Advisory Services.