Passenger Rights and Support for Travellers with Accessible Needs

Your Rights

• Equal access to travel without discrimination.
• Assistance at ports and onboard when requested.
• No additional charge for assistance.
• Accessible travel information wherever reasonably practicable.

They have been developed in accordance with the Merchant Shipping (Passenger Rights) Regulations and Regulation (EU) No. 1177/2010, as retained in UK law. If required, further communication can be had with the enforcement body via the address below:

MCA National Enforcement Body
Spring Place
105 Commercial Road
Southampton
SO15 1EG
United Kingdom

View MCA contact details and opening times

Requesting Assistance

Please notify Stena Line of your assistance requirements before travelling (ideally at least 48 hours before departure by telephone for UK bookings, or earlier where possible).

Your Rights and Support During Disruption

Information during delays and cancellations

If a sailing is cancelled or delayed, Stena Line will inform passengers as soon as possible and no later than 30 minutes after the scheduled departure time. Updated departure and arrival information will be provided as soon as it becomes available. If you miss a connecting transport service because of a cancellation or delay, reasonable efforts will be made to provide information about alternative connections in accessible formats.

Refreshments

Where a departure is expected to be delayed or cancelled by more than 90 minutes, Stena Line may offer refreshments, snacks or meals where they are available and can reasonably be supplied. Alternatively, vouchers may be provided for use in port or onboard.

Alternative travel or reimbursement

Where possible, Stena Line will try to arrange a suitable alternative ferry crossing to your final destination. If suitable alternative arrangements cannot be provided, or you choose not to travel using the alternative offered, you may request reimbursement for that leg of your journey together with, where relevant, a return service to your original point of departure.

Overnight accommodation

If a cancellation or delay requires an overnight stay, Stena Line will offer and arrange suitable accommodation onboard or ashore where required.

• Maximum €80 per person per night for departures from EU ports.
• Maximum £70 per person per night for departures from UK ports.
• Up to three nights.
• Transport between the port and accommodation will also be arranged or reimbursed where applicable.
  

Important: If you decline a reasonable alternative sailing offered by Stena Line and choose instead to wait for another departure, overnight accommodation will not be provided or funded.

Compensation for late arrival

Scheduled journey:

• Up to 4 hours: 25% compensation applies from a 1 hour delay.
• More than 4 up to 8 hours: 25% compensation applies from 2 hours.
• More than 8 up to 24 hours: 25% compensation applies from 3 hours.
• More than 24 hours: 25% compensation applies from 6 hours.

If the arrival delay exceeds double these thresholds, compensation may increase to 50% of the ticket price for that journey leg.

Where a single combined outward and return fare has been purchased, compensation is calculated using 50% of the combined ticket price.

Compensation is normally paid as travel vouchers, although passengers may request payment in cash.

When compensation or accommodation may not apply

• Open tickets where no departure time has been specified.
• Where passengers were informed of the disruption before purchasing their ticket.
• Where the disruption was caused by the passenger.
• Severe weather affecting safe operation of the vessel.
• Extraordinary circumstances such as natural disasters, fire, terrorism, war, labour disputes, search and rescue operations, decisions of port authorities or public authorities, or other unavoidable events beyond Stena Line's control.
  

Additional travel costs

Where disruption results in additional travel between your home and the port or between the port and accommodation, reasonable costs may be reimbursed on production of receipts or in accordance with the current Stena Line mileage policy, where applicable.