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.
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 and Stena Line Irish Sea Ferries Limited in the case of Liverpool-Belfast.
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 Irish Sea Ferries 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 at cc.customerservices@stenaline.com . 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 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 car 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 £2 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.
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.
4. INSURANCE
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: Cats and dogs may travel in your car free of charge. For health and safety reasons your pet is not allowed onto the passenger decks (with the exception of guide dogs) and must remain in your vehicle.
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.Guide, hearing and autism assistance dogs are welcome in the Passenger Lounge at the port and onboard the craft.
6. TRANSPORT, TIMINGS AND 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. We will try to arrange a suitable alternative ferry crossing if by reason of operational requirements we cannot provide the anticipated service within a reasonable time of the scheduled sailing. We will refund the fare if we cannot arrange a suitable alternative journey or if you do not wish to take any alternative journey offered by us.
6.1 If your scheduled departure is delayed for between 1hour and 1hour 59 minutes due to operational irregularity, (weather disruption or technical problems) you are entitled to a complimentary beverage voucher for redemption at any Stena Line port or onboard outlet.
6.2 If your fastcraft sailing is cancelled and you are transferred to a conventional ferry departure with a delay of up to 1hour 59 minutes, you will receive a 10% discount voucher for future travel with Stena Line.
6.3 If your scheduled departure is delayed for between 2hour and 3hours 59 minutes due to weather or operational irregularity, (weather disruption or technical problems) you are entitled to a £10 per adult /£5 per child (under 16years) voucher for redemption at any Stena Line port or onboard outlet. In Addition you are entitled to a 20% discount voucher for future Stena Line travel.
6.4 If your scheduled departure is delayed for between 4hour and 5hours 59 minutes due to weather or operational irregularity, (weather disruption or technical problems) you are entitled to a £10 per adult /£5 per child (under 16years) voucher for redemption at any Stena Line port or onboard outlet. In Addition you are entitled to a 30% discount voucher for future Stena Line travel.
6.5 If your scheduled departure is delayed for 6hours or more due to weather or operational irregularity, (weather disruption or technical problems) you are entitled to a £10 per adult /£5 per child (under 16years) voucher for redemption at any Stena Line port or onboard outlet. In Addition you are entitled to a 50% discount voucher for future Stena Line travel.
6.6. Clause 6.1 to 6.5 above are applicable only to travel on the Irish Sea.
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 below.
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.
8. CHANGES/CANCELLATION
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 to your ticket are permitted and no amendment fee is payable. However, any difference in fare, or additional items added are payable. Should you wish to cancel your booking, you are entitled to a refund depending on how far in advance of travel you notify us.
Cancellation terms for Flexi:
(1) Cancel up to 24 hours before travel : 100% refund.
(2) Cancel on day of departure: 50% refund.
(3) No refunds are payable for cancellation of day trip, sightseeing tours or mini-cruise bookings.
(4) Separate cancellation charges apply to package holiday bookings booked by Stena Line Holidays Ltd.
(5) £10.00 for a rail booking.
(6) For dutchflyer rail tickets and provided the origin and destination stations remain the same, changes to tickets can be made at least 14 days in advance of the outward travel date, upon payment of a £10 administration fee plus any increase in fare between the cost of the original journey and your amended travel dates. No refund will be made if an amendment results in a price decrease. Full dutchflyer terms and conditions can be viewed here.
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.
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.
(c) There is no refund value on any 'Dutchflyer' product, but in the event of the cancellation of the service on which the reservation has been made, you will have the option of a full refund (as set out in the National Rail Conditions of Carriage).
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: Severe 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 Athens Convention. 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. 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; 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 relating to the Carriage of Passengers and their Luggage by Sea of 1974, as modified or re-enacted, will apply in respect of each booking and journey by sea. Particulars of the Athens Convention are available from our Customer Care Department. Stena Line, Stena House, Station Approach, Holyhead, Anglesey, LL65 1DQ. January 2010.
Stena Line Limited. Registered in England.
Registered office: 1 Suffolk Way, Sevenoaks, Kent TN13 1YL.
Registered number: 1402237