PASSENGER RIGHTS
Traveling by boat and your scheduled itinerary has been canceled?
Have you had an accident at the sea?
Do you have any disabilities or reduced mobility?
GET AN UPDATE on your RIGHTS:
PASSENGER RIGHTS
Are you aware you have certain rights when traveling by boat within theEU?
Firstly, it is forbidden to be charged an extra amount of money due to your nationality or place of issue of the ticket.
Secondly, in case there is any trouble, e.g. delays or cancellations that prevent you from boarding to a ship, you have rights that apply if:
• You are departing from an EU port with any carrier
• Or arrive at an EU port with any carrier
These rights do not apply to ships:
• With a capacity of less than 13 passengers.
• Whose crew does not exceed 3 persons.
• Whose itinerary is less than 500 meters (one way).
• That are designated historic.
• That operate excursions and sightseeing - if not providing accommodation or more than two nights on board.
Cancellation or Delay
If the service is canceled or delayed, you are entitled to be fully informed in good time about the situation as long as you wait while:
If the service is canceled or departure is delayed for more than 90 minutes, you may choose:
1. Full refund and, if applicable, free transportation to your journey’s point of origin.
2. Alternative transfer to your final destination as soon as possible and at no additional charge.
If your departure is delayed by more than 90 minutes in most cases you are entitled to:
1. Meals and refreshments – Depending on your waiting time
2. Accommodation - if you must stay overnight
If your arrival at your final destination is delayed by over an hour, you are entitled to compensation. Depending on the time delay, the compensation could range from 25% to 50% of your fare’s value.
You will not receive compensation if the delay is due to severe weather conditions or natural disaster.
Complaints/Allegations*
If you feel that your rights have not been respected, you can complain to the carrier within two months from the date the incident occurred. The carrier must respond within 1 month and give you a final response within two months of receipt of the complaint.
If the answer does not satisfy you, you may contact the national enforcement body in charge.
Sea Accidents
In the unfortunate event you are injured during a sea accident, you are entitled to compensation from the carrier. In case of fatality, compensation may be claimed from dependent members of your family. You are also entitled to compensation from the carrier if your baggage, vehicle or other belongings are lost or damaged during a sea accident.
Persons with reduced mobility are entitled to compensation, for loss or damage of wheelchair or other special equipment that should cover the full cost of repair or replacement of damaged equipment.
You are entitled to advance payment from the carrier in order to cover your immediate needs in the unfortunate event of injury or death caused by:
• Shipwreck
• Overthrow
• Impact
• Stranding of the ship
• Explosion or fire in the ship
• Defect in the ship
Complaints/Allegations*
In case of loss or damage caused by sea accident, you have the right to claim compensation in court, in any of the following countries:
1. The country where the carrier is present in terms of operation or headquarters.
2. The country of departure or destination.
3. Your country of residence provided the operator carries on business in that country and is subject to its jurisdiction.
4. The country in which the travel contract was concluded provided the carrier does business in that country and is subject to its jurisdiction.
If your luggage is lost or damaged, you must notify the carrier in writing. Ideally, you should do so, right after you disembark from the ship or upon receipt of your luggage or at the latest within 15 days from disembarkation or delivery. Otherwise, you may lose your right to compensation.
Generally, you should address your claim to court within two years of the incident - although the start time of this period may vary depending on the nature of the loss or damage.
Passengers with reduced mobility
Even if you are a person with reduced mobility, you have the right to travel by boat just like any other and are also entitled to assistance during boarding and disembarkation, ship change, during the voyage and at the port, without charge.
In order to receive the best service possible, you are kindly requested to contact the shipping company, ticket agency or travel agency at least 48 hours before your trip and make them aware of your needs.
However, even if you have not done so, the carrier and managing body of the terminal ought to make every possible effort to assist you when boarding and disembarking from your ship, as well as during the trip.
Upon booking your ticket, please include any special needs relating to accommodation, seat preference during the journey, any required assistance or need to carry medical equipment.
The carrier may require you to be accompanied by another person, if necessary for security reasons, or due to ship design or port infrastructure. In this case, that person is entitled to travel without any charge.
If you have trouble getting the assistance you need during your journey, you should contact the relevant port authorities or the carrier.
If you are not satisfied with the received service, you may contact the national enforcement body of law of the country where the incident occurred.
Need Further Assistance?
Have you not found the information you seek? Do you have a problem you wish to address?
Ask the European Consumer Centre in your country for help and advice by following the link below:
http://ec.europa.eu/consumers/ecc/contact_en.htm
* Complaint forms can be found:
RAFINA: At ticket agencies, Port Authority outpost, port entrance and designated parking area office, within the port.
ΑΓΙΑ ΜΑΡΙΝΑ: At ticket agencies and “Cavo Marina” café-restaurant.
HAVE A NICE TRIP!