Maritime passenger rights
Published 7 September 2021
© Crown copyright 2021
This publication is licensed under the terms of the Open Government Licence v3.0 except where otherwise stated. To view this licence, visit nationalarchives.gov.uk/doc/open-government-licence/version/3 or write to the Information Policy Team, The National Archives, Kew, London TW9 4DU, or email: psi@nationalarchives.gov.uk.
Where we have identified any third party copyright information you will need to obtain permission from the copyright holders concerned.
This publication is available at https://www.gov.uk/government/publications/a-passenger-guide-to-regulation-eu-11772010/maritime-passenger-rights
Non-discrimination
As passengers you’re entitled to be treated with respect regardless of any disability or assistance needs.
Disabled and reduced mobility passengers
If you’re disabled or have reduced mobility you have the same right to travel as all other passengers, at no extra costs.
Operators can refuse to carry you if the ship doesn’t have enough space for safe movement on board or they can’t comply with UK or international safety regulations.
If you’re refused boarding for these reasons, you’re entitled to rerouting or a ticket price refund. If a ferry operator needs you to be accompanied by a carer, the carer travels for free. This doesn’t apply to cruises.
You should tell the operator of your assistance needs at the time of booking or at least 48 hours before departure. Otherwise it may not be possible to provide the assistance you need.
If any medical or mobility equipment is lost or damaged during the journey, the operator will pay for repairs or a replacement. Any temporary hired equipment will also be paid for.
Information rights
As a passenger you have the right to information in accessible formats (for example, Easy Read, audio, sign language). The information provided should include the price, your rights (including how to complain) and details of your journey.
Any delays must be communicated to passengers within 30 minutes of the departure time.
Assistance during delays or cancellations
If your departure is delayed by 90 minutes or more, your operator will provide refreshments reasonable to the waiting time, if these are readily available.
If appropriate, you should be offered up to three nights’ accommodation up to the value of £70 per night.
Accommodation can be provided on board a ship. This does not apply if the delay is because of bad weather.
Rerouting or refunds in the event of delay or cancellation
If your ferry is delayed by 90 minutes or more, you should be offered a choice of being rerouted to your final destination or a full refund and travel to the point of departure.
Compensation for late arrival
If your ferry arrival is delayed you might be entitled to compensation of between 25% and 50% of the ticket – costs depending on the length of the delay.
No compensation is payable if you have an open ticket, were informed of the delay before booking, or the delay is due to an unforeseen circumstance.
For more information, visit the Department for Transport’s maritime passenger rights guidance.
If you need to make a complaint
You can make complaints to the company providing the service you have an issue with.
Provide:
- the dates and times of sailings
- any other ticket details
- the details of the staff you spoke to, if any
- any other relevant information
Keep copies of all the documents you send.
Make sure to give companies enough time to investigate.
If you’re not satisfied with the reply to your issue, you can approach the relevant complaint handling body and ask them to investigate on your behalf.
If the complaint handling body cannot resolve your issue , you can ask the Maritime and Coastguard Agency (MCA) to investigate your complaint. The MCA is the national enforcement body, covering all four UK countries.
Complaint handling bodies’ contact details
Cruise passengers, CLIA UK
Email: passengerrights@cruising.org
Website: www.cruising.org/en-gb
Telephone: 020 7323 7466
Ferry passengers, ABTA
Email: ferry@abta.co.uk
Website: www.abta.com
Telephone: 020 3117 0599
Transport for London Services, London Travel Watch
Email: enquiries@londontravelwatch.org.uk
Website: www.londontravelwatch.org.uk
In Scotland
Email: info@transport.gov.scot
Website: www.transportscotland.gov.uk
In Northern Ireland
Email: complaints@consumercouncil.org.uk
Website: www.consumercouncil.org.uk
Telephone: 0800 121 6022 or 028 9067 2488 (text phone)
Maritime and Coastguard Agency
Email: neb@mcga.gov.uk
Website: www.gov.uk/mca
Telephone: 020 3817 2580 (voicemail)