If you are travelling on the Harwich to Hook of Holland route please read the “Stena Line Harwich – Hook of Holland Terms of Business” here.
Our Terms of Business will apply to your booking. We believe that our Terms of Business are fair and clear. Please read them carefully.
These Terms of Business include certain limitations and exclusions in respect of our liability for death, personal injury, financial loss and damage to property, even if caused by our negligence. If you have any query or other concern, please contact our Customer Care Department (Telephone number: 08447 70 70 70 for travel only; 08445 768 889 for package holidays; 08445 762 762 for Rail & Sail).
1. YOUR CONTRACT WITH US
1.1 Terms of business: You will be accepting that our Terms of Business apply on behalf also of all persons using our services pursuant to a booking made by you and must inform them accordingly.
You will be accepting that our Terms of Business apply on behalf also of all persons using our services pursuant to a booking made by you and must inform them accordingly.
1.2 Travel only: You will be contracting with Stena Line Ltd for travel-only bookings, though it will be acting as agent of Stena Line BV in the case of Harwich–Hook of Holland sailings, Stena Line Scandinavia AB on Scandinavian routes.
1.3 Package holidays: For package holidays you will be contracting with Stena Line Holidays Ltd for package holiday bookings: by “package holidays” we mean arrangements which combine transport and separate holiday accommodation or otherwise fall within the definition of “package” in The Package Travel, Package Holidays and Package Tours Regulations 1992. Stena Line Holidays Ltd is a fully bonded member of the Association of British Travel Agents no V5465. These terms will apply in respect of travel as part of a package holiday booking, except to the extent that they are varied by the booking conditions of Stena Line Holidays Ltd.
1.4 Rail travel: Rail travel is subject to the relevant terms and conditions of the particular railway undertaking and, where applicable, the provisions of the Convention concerning the International Carriage by Rail (COTIF) of 9 May 1980 including the Uniform Regulations concerning the Contract of International Rail Passenger and Luggage Traffic (CIV) contained in Appendix A of the Convention. Details are available on request from our Customer Care Department.
1.5 Travel by coach: Travel by coach is subject to the relevant terms and conditions of the particular supplier and all applicable international conventions. Details of such terms and conditions are available on request from the relevant company.
1.6 Variation in services and/or prices: We reserve the right, before you book, to vary the services described on our website and in our brochures, including prices and departure dates and times, and to designate a different ferry for a particular journey. You will be told of any such variation when you request a booking.
1.7 Variation in terms of business: Our employees and agents are not allowed to vary, waive or make any representation in respect of any of these Terms of Business; only employees in our Customer Care Department are allowed to discuss and, if appropriate, explain these Terms of Business.
1.8 Special offers and promotions: Special offers and promotions may be subject to certain terms and conditions, e.g. as to payment, which vary from those set out in these Terms of Business.
1.9 Availability of space: All products featured on our website or in our brochures are offered subject to availability of allocated space, which may be limited.
1.10 Stena Line companies: Any reference to “we,” “us” or “our” is to Stena Line Ltd, Stena Line BV, Stena Line Scandinavia AB and/or Stena Line Holidays Ltd (as appropriate) and includes their respective employees and agents.
1.11 Law and jurisdiction: English law shall apply to the arrangements made with you and the English courts shall have non–exclusive jurisdiction.
2. COMPLAINT PROCEDURE
If you have any complaint in respect of services provided by us please bring it immediately to the attention of the management on the spot. If it is not then resolved to your satisfaction you should contact our Customer Care Team promptly giving the booking reference number, full details and if possible a daytime telephone number or e-mail address, so that we can make a timely and thorough investigation. You may e-mail us
. Alternatively you may contact us by telephone on 08448 470 008, or write to us at Stena Line, Customer Care Department, Stena House, Station Approach, Holyhead, Anglesey LL65 1DQ.
3. BOOKING AND PAYING
3.1 When payment is due: Payment for all bookings is due at the time of booking, unless we state otherwise. If payment is not made when it is due, we will be entitled to cancel the booking without notice.
3.2 How to pay: Payment may be made by major credit or debit card – a £5 charge applies to credit card payments, no charge for debit cards. Payment may be made by cash or cheque, if the booking is made a minimum of 7 days or more before the date of departure. Cheques must be supported by a valid cheque guarantee card, at our Travel Centres in person.
3.3 Prices applicable: The prices shown in Sterling on our website or in our brochures are applicable only for bookings made in the United Kingdom. For all non–web bookings a £10 service fee applies for vehicle bookings and a £2 service fee for foot passenger bookings. These service fees are charged per booking unless expressly stated. Foreign currency prices for bookings made abroad are shown in separate publications. A £3 charge will be made to passengers who require written confirmation of their journey sent by post. There is no charge for notification by e–mail or SMS.
3.4 Fuel surcharge: We reserve the right to levy a fuel surcharge in the event of increases in fuel cost prices. This would result in an additional charge to the prices shown on our website or in our brochures. .
You can take out Breakdown Assistance and Personal Travel Insurance which can cover you in the event that you have to cancel your trip or compensate you for delays and provide assistance following vehicle breakdown.
5. TRAVEL BY STENA LINE
5.1 Check–in: You must check–in no later than the time specified on your e–ticket and reservation advice for the particular booking; otherwise your space cannot be guaranteed and you may not be permitted to board. Travelling at a different time and/or date may result in a surcharge.
5.2 Children: Children under 16 must be accompanied by a responsible adult, whilst children aged 16 but under 18 must have written authority from a parent or guardian to travel unaccompanied. A child under 4 years old may travel free of charge but must be included in the number of passengers for booking purposes.
5.3 Validity of bookings: Your booking is valid only for the departure dates and times stated unless otherwise expressly stated. If you travel on a booking purchased at a lower price than that properly chargeable for the particular journey, we will be entitled to require payment of a surcharge prior to embarkation. If, at your request, you travel on a lower–priced sailing than booked, we will refund the difference in fare less any applicable amendment fees.
5.4 Groups of 10 or more: Vehicles with 10 or more passengers (including drivers and children of any age) must be booked as a Group. Please call our Group Travel Team on 08445 764 764.
5.5 Day trips, sightseeing tours & mini–cruises: The right is reserved to vary or withdraw Day Trips, Sightseeing Tours and Mini–cruises until 36 hours before the departure time/date. They are offered subject to availability of allocated space, which may be limited. The value and availability of any inclusive meals will be as stated on the applicable voucher. Bookings are only valid for return travel on the same day, unless otherwise expressly stated. Only one item of hand luggage is permitted.
5.6 Pets: For health and safety reasons your pet is not allowed onboard on the passenger decks or in cabins (with the exception of guide, hearing and autism assistance dogs) and must remain in your vehicle or in a Stena Line kennel subject to availability.
Travel to Ireland/Britain Cats and dogs may travel in your car free of charge. If you are travelling as a foot passenger, small dogs are only permitted in the passenger areas (Passenger Lounge at the port and onboard) if they are secured for the duration of the crossing in a pet traveller case. However, this is at the discretion of Stena Line personnel and if requested, passengers may be required to place the animal on the car deck in the dedicated kennel area. Travel to Holland Pets are charged £15 each way and you can travel under the Pet Travel Scheme (for details see www.defra.gov.uk). TV monitoring of the kennel is available in all cabins and normally arrangements can be made to visit any vehicle containing pets during the crossing.
6. TRANSPORT, TIMINGS, ROUTES
We will seek to provide you, your luggage and vehicle with the journey shown on your e-ticket and reservation advice, though ferries, sailing times/dates and destinations may be affected by weather conditions or port closures, or may be changed (at our discretion) by operational requirements.
6.1 In the case of a cancellation or delay in departure we will inform you of the situation as soon as possible and in any event not later than 30 minutes after the scheduled time of departure. We will also inform you of the estimated departure and arrival times of your sailing as soon as this information is available.
6.2 If you miss a connecting transport service due to a cancellation or delay, we shall make reasonable efforts to inform you of alternative connections in accessible formats.
6.3 Where the departure of a ferry is cancelled or delayed for more than 90 minutes beyond its scheduled time of departure we shall offer you a voucher for redemption at any Stena Line port or onboard outlet, the value of which shall be in reasonable relation to the waiting time. Alternatively we may make available refreshments, snacks or meals, in reasonable relation to the waiting time, provided they can reasonably be supplied.
6.4 Where the delay in departure requires a stay of one or more nights we shall offer you and, unless otherwise agreed, arrange, at our cost, the provision of adequate accommodation on board, or ashore, and transport to and from the port terminal and place of accommodation in addition to the voucher, refreshments, snacks or meals provided in accordance with section 6.3 above. The total cost of such accommodation ashore, not including transport to and from the port terminal and place of accommodation, shall be limited to EUR 80 or GBP equivalent per person per night for a maximum of 3 nights.
6.5 Where we reasonably expect a ferry to be cancelled or delayed in departure for more than 90 minutes, you shall be offered the choice between:
(a) re-routing to your final destination, under comparable conditions, as set out in your e-ticket and reservation advice, at the earliest opportunity and at no additional cost to you;
(b) reimbursement of the ticket price and, where relevant, a return ticket free of charge to the first point of departure, as set out in your e-ticket and reservation advice, at the earliest opportunity.
6.6 Where the ferry is cancelled or delayed in departure from a port for more than 90 minutes, you shall have the right of such re-routing or reimbursement of the ticket price from us within 7 days.
6.7 Without losing the right to transport, you may request compensation from us if you are facing a delay in arrival at your destination port as set out in your e-ticket and reservation advice. The minimum level of compensation shall be 25% of the ticket price paid for a delay of a least:
(a) one hour in case of a scheduled journey of up to four hours;
(b) two hours in case of a scheduled journey of more than four hours, but not exceeding 8 hours;
(c) three hours in case of a scheduled journey of more than eight hours, but not exceeding 24 hours; or
(d) six hours in case of a scheduled journey of more than 24 hours.
6.8 If the delay exceeds double the time set out in section 6.7 above the compensation shall be 50% of the ticket price for that leg of your journey.
6.9 Where you hold a combined ticket for an outward and return journey compensation under sections 6.7 and 6.8 above shall be calculated in relation to 50% of price paid for the combined ticket.
6.10 We may offer vouchers providing a discount off the ticket price for a future trip as an alternative to the compensation set out in sections 6.7 and 6.8 above.
6.11 Assistance in the event of cancelled or delayed departure, re-routing and reimbursement and compensation off the ticket price in the event of delay in arrival will not apply if you have an open ticket as long as the time of departure is not specified or where you were informed of the cancellation or delay before purchase of your ticket or if the cancellation or delay is caused by your fault.
6.12 You shall not be entitled to compensation under sections 6.7, 6.8 and 6.10 or the provision of accommodation at no charge to you under section 6.4 where the cancellation or delay is caused by weather conditions endangering the safe operation of the ship or by extraordinary circumstances hindering the performance of the ferry service; Weather conditions include strong winds, heavy seas, strong currents, difficult ice conditions, extremely high or low water levels, hurricanes, tornados and floods. or by extraordinary circumstances hindering the performance of the ferry service; Extraordinary circumstances include, but are not limited to, natural disasters including fires, earthquakes, terrorist attacks, wars and military or civil armed conflicts, uprisings, military or illegal confiscations, labour conflicts, landing any sick, injured or dead person, search and rescue operations at sea or on inland waterways, measures necessary to protect the environment, decisions taken by traffic management bodies or port authorities, or decisions by the competent authorities with regard to public order and safety as well as to cover urgent transport needs.
7. YOUR RESPONSIBILITY
7.1 Refunds: We require you to accept that you will not be entitled to a refund if you change or cancel the travel arrangements for your booking other than as expressly set out in Clause 8.
7.2 Safety and security: We require you to accept that we are entitled at our discretion (subject only to refund of the fare) to refuse to provide transport for any person, luggage or vehicle for any reason related to safety or security or in the interests of other passengers or to ensure compliance with immigration, customs, health or other applicable regulations. You must comply with all safety and security regulations and notices and any instructions given to you by our employees or agents.
7.3 Firearms, dangerous goods: You must not bring with you dangerous goods, firearms or animals without our prior written permission, compliance with all applicable regulations and the obtaining of any relevant licences.
7.4 Searches: We require you to accept that we and any relevant port authority are entitled to carry out searches of passengers and vehicles pursuant to any statutory or other legal requirements.
7.5 Travel with another carrier: We require you to accept that if for any reason you travel instead with another sea carrier (or are travelling on our ferry instead of with another carrier) these Terms of Business will apply.
7.6 Loss/damage to luggage/vehicle: We require you to notify us (a) before or at the time of disembarkation in respect of apparent damage to or loss of luggage and/or vehicle, and (b) within 3 days of disembarkation in respect of damage to or loss of luggage and/or vehicle which is not apparent; if you do not notify us within those periods, you will be presumed to have received your luggage and vehicle undamaged. We shall have no liability in respect of loss of or damage to cash, negotiable securities, gold, silverware, jewellery, ornaments, works of art, electronic equipment or other valuables unless they have been identified to and deposited with us for the agreed purpose of safekeeping.
7.7 Luggage left with us: If luggage is left with us after your journey, we may after a reasonable period sell it and need only account to you for the proceeds (less storage charges and costs of sale) if you make a claim within 12 months of the journey.
7.8 Failure to disembark: If for any reason (unless the cause is a fault on our part) you, your luggage and/or your vehicle do not disembark at the end of the journey you and/or they may be returned at our discretion to the port of departure or taken to another port with you being charged the appropriate fare in each case.
7.9 Documentation: We require you to reimburse us in full for any fines, repatriation or other removal costs, detention costs and other related expenses which we bear or incur by reason of your failure to possess all the documentation required by immigration, customs, health or other applicable regulations. It is advisable to have some form of documentation with a photograph when travelling.
You may cancel a travel-only booking at any time prior to departure subject to the cancellation charges shown in section 8.2 of our Terms of Business.
8.1 How to cancel: You may cancel a travel-only booking over the telephone, via our website if the original booking was made on www.stenaline.co.uk, or by informing us in writing.
8.2 Cancellation charges (Port–to–Port Fares): Cancellation charges will apply as follows:
(a) Economy: If you have purchased an Economy ticket, changes to your ticket are permitted, subject to an amendment fee. In addition to the amendment fee, any difference in fare or cost of extra items added to your booking is also payable. Should you cancel your booking, no refund is due.
(b) Flexi: If you have purchased a Flexi ticket, changes are permitted and no amendment fee is payable. However, any difference in fare, or additional items added are payable. If you cancel your booking, you are entitled to a refund depending on how far in advance of travel you notify us. (1) Cancel up to 24 hours before travel: 100% refund. (2) Cancel on day of departure: 50% refund.
(c) Premium: If you have purchased a Premium ticket you are entitled to express boarding, disembarkation and access to the Stena Plus Lounge. Changes are permitted and no amendment fee is payable. However, any difference in fare, or additional items added are payable. If you cancel your booking, you are entitled to a refund depending on how far in advance of travel you notify us.
(1) Cancel up to 24 hours before travel: 100% refund. (2) Cancel on day of departure: 50% refund.
(d) No refunds are payable for cancellation of Day Trip, Sightseeing Tours or Mini£cruise bookings.
(e) Separate cancellation charges apply to package holiday bookings booked by Stena Line Holidays Ltd.
(f) £12.50 for a rail booking.
8.3 Refunds: Refund of the price paid will be made if applicable, less any cancellation charges and subject to any particular conditions of the product purchased, provided that a claim is made within 3 months of the intended departure date. Refunds will not be made in respect of: (a) the cancellation of pre–booked train seats. (b) unused elements of your booking.
8.4 Lost or stolen tickets: Tickets for use on the services of other carriers (e.g. railway companies) are subject to the conditions of the particular carrier.
8.5 Amendments at your request: If you request an amendment to your booking, and we are able to accommodate it, you will pay any applicable difference in fare at the time of the amendment plus an amendment fee of £20 if you have booked an Economy fare. Subject to availability.
8.6 Delayed departures: We shall seek to keep you informed and provide for your needs if departure is delayed for any reason. If appropriate, we will seek to arrange a transfer to an alternative Stena Line service.
8.7 Bad weather: Bad weather or sea conditions may lead to the cancellation of services. We do our best to assist passengers when this is the case, but cannot accept liability for any costs or inconvenience incurred.
9. OUR LIABILITY
9.1 Limitations and exclusions: Our liability in respect of death or personal injury shall in no case exceed the appropriate limit under the Convention relating to the Carriage of Passengers and their Luggage by Sea signed at Athens in 1974 as modified or re–enacted (the Athens Convention) and/or Regulation (EC) No 392/2009 of the European Parliament and of the Council of 23 April 2009 on the Liability of Carriers of Passengers by Sea in the Event of Accidents (the PLR), whichever is applicable. Our liability for loss of or damage to property (regardless of where the loss or damage may occur) shall in no case exceed an amount equal to the respective limits under the Athens Convention or the PLR, whichever is applicable. Please see clause 7.6 for further restrictions on our liability for certain items; we shall be under no liability to you (or other people travelling pursuant to a booking made by you) for any loss which does not arise naturally in the ordinary course unless you have notified us in writing prior to or upon making the booking of special facts or circumstances relevant to any such claim and we have knowingly accepted the additional risk; Unless otherwise applicable under the PLR we shall be under no liability to you at all if the failure to perform or improper performance of any contractual obligation is caused by:
(a) your own fault or the fault of anybody else included in your booking; or
(b) a third party unconnected with the provision of any service contracted for and the failure is unforeseeable or unavoidable; or (c) (i) any unusual and unforeseeable circumstance beyond our control, the consequence of which could not have been avoided even if all due care had been exercised; or (ii) an event which we or any supplier of services, even with all due care, could not foresee or forestall.
9.2 Athens Convention: The Athens Convention or the PLR, whichever is applicable will apply in respect of each booking and journey by sea. Particulars of the Athens Convention and the PLR are available from our Customer Care Department, Stena Line, Stena House
Station Approach, Holyhead, Anglesey, LL65 1DQ
10. PASSENGERS WITH A DISABILITY
10.1 General and Reservations: If you have a disability and you require any special assistance with regard to on board facilities (including cabins where available), seating, required services or the need to bring your own medical equipment or an assistance dog, you should inform us at the time of booking, or at the very latest 48 hours before the special assistance is required.
10.2 If you have a disability we will carry you where arrangements have been made to provide for your particular needs. If you do not inform us of your particular needs at the time of booking, or at the very latest 48 hours before the special assistance is required, we will nevertheless use reasonable efforts to accommodate your particular needs.
10.3 You should present yourself at the designated point at the port of departure at least 60 minutes before the published embarkation time or such other time specified in your e-ticket and reservation advice.
10.4 Travel with an attendant: We may require that you travel with an attendant if it is essential for safety reasons or you are unable to assist in your own evacuation from the ferry or you are unable to understand safety instructions.
10.5 We reserve the right to limit the number of disabled persons or persons with reduced mobility travelling on any particular sailing:
(a) in order to meet applicable safety requirements established by international, EU or national law or in order to meet the safety requirements established by the competent authorities;
(b) where the design of a ferry or port terminal infrastructure makes it impossible to carry out the embarkation, disembarkation or carriage of the person in a safe or operational feasible manner;
(c) in order to meet Stena Line’s safety policy; (d) where insufficient suitable accommodation is available.
As the number of disabled persons or persons with reduced mobility that we are able to carry may vary from ship to ship and port to port it is important that you notify us in accordance with section 10.1 above.
10.6 Where we have been notified of your special requirements under section 10.1 and it is not possible to carry you for reasons set out in section 10.5 above we shall make all reasonable efforts to propose suitable alternative transport or offer reimbursement of the ticket price.
10.7 Unless otherwise agreed with us in writing the value of the mobility equipment or other specific equipment that you can take on board the ship shall be limited to £2,250.
10.8 Where we cause loss or damage to your mobility equipment or other specific equipment due to our neglect or fault we shall pay compensation corresponding to the replacement value of the equipment concerned or reasonable repair costs, where it is possible to repair the equipment.