It is important to mention that it is not common for ferries to be canceled or delayed. Sometimes, however, the ferry company may not be able to avoid it (e.g. in case of a technical issue with the ferry).
The ferry operators are responsible for operational decisions such as scheduling, delays, or cancellations. Ferryhopper only facilitates ticket bookings and does not have control over these aspects.
Please note that we will immediately notify you as soon as we are informed about a ferry delay or cancellation and we will help you find the best alternative route according to your needs and travel plans. There is also a possibility that you will be notified directly by the ferry operator (via email or SMS, given that you provided the correct information) without further notification from our side, in case the schedule change occurs last minute.
Please note that in some cases, notifications may be delayed or not received due to emergency delays or late communication from the ferry operator.
We understand how frustrating this situation can be and we will do our best to find the most convenient solution for you, especially when there is a chance that you might miss your connecting ferry or encounter problems with your accommodation.
For example, departure times may shift without notice, or alternative routes may need to be arranged due to vessel unavailability. Addressing such disruptions effectively includes familiarizing yourself with operator policies and regional regulations.
In case your ferry is canceled by the ferry company and it is not a force majeure and you have not used your tickets:
- You are eligible for a refund of your ticket(s).
- Sometimes, the ferry company provides an alternative trip to the same destination at no extra cost. If the alternative trip is not convenient for you, then we can claim a full refund.
In case your ferry is delayed, we will make a claim to the Ferry Company depending on the duration of the delay.
European regulations, for instance, provide guidelines for compensation when delays exceed 90 minutes, but specific policies vary by operator. Passengers are encouraged to check the ferry operator's terms for precise details.
Understanding Passenger Rights
In the European Union, passenger rights regulations may entitle you to partial refunds or compensation if your trip is significantly delayed. These regulations stipulate conditions, such as delays lasting over 90 minutes, which ferry operators must address by offering appropriate compensation or alternative arrangements.
Please note that as a ticket provider, Ferryhopper is not responsible for delays, cancellations, or costs that have occurred due to the aforementioned.
All claims for refunds are submitted from our side and we carry the communication between the customer and the ferry operator, although the final decision stays with the ferry company.
To address compensation requests efficiently:
Confirm Eligibility: Verify with the ferry operator whether your delay qualifies for compensation according to their policies.
Collect Documentation: Gather proof of the delay, such as ticket copies or operator notifications.
Submit a Claim: Reach out to the ferry operator following their procedure for claims, including required supporting documents.
As a ticket provider, Ferryhopper ensures all claims you submit through us are forwarded to the operator, but the final decision rests with the ferry company.
What to Do in Case of Disruptions
Contacting the Ferry Operator: Reach out directly to the ferry operator for updates or to resolve issues.
Local Port Authorities: They can provide on-the-ground updates and inform you of alternative options.
Reporting to Ferryhopper: If you encounter discrepancies such as a canceled booking, contact Ferryhopper to facilitate resolution and assist with refund claims.
Navigating Missed Connections: For missed or canceled connections, gather documentation for refunds or complaints, which Ferryhopper can help you submit to the ferry operator.
Leveraging Passenger Rights: Be aware of regional passenger rights that may entitle you to compensation during significant delays, and refer to European regulations or operator policies for detailed criteria.
Key Points to Remember
Always confirm schedule changes directly with the ferry operator or local authorities.
Ferryhopper provides ticket management services but does not control ferry operations or schedules.
For assistance, utilize resources available on Ferryhopper's platform.