When European Regulation 1177/2010 applies (except for exceptions, passenger services departing from an EU port or returning to the EU if the carrier is an EU carrier and cruises departing from the EU):
- They cannot charge you additional costs or impose special conditions for booking and ticketing.
- They cannot refuse you to make a reservation, unless it is strictly necessary to comply with safety regulations set by the competent authorities or when the design of the ship or port infrastructure makes it impossible for you to be transported safely. In this case, you may be required to bring a companion who can provide the required assistance. The carriage of such an escort will be free of charge for passenger services.
- If you are denied boarding, having notified your special needs before purchasing the ticket, you have the right to choose between reimbursement (and when necessary, return to the first point of departure) or, your relocation to the final destination at no extra charge and under comparable conditions of carriage.
- You also have the right to be informed in writing of the reasons for the refusal within 5 days of your request.
- You must be provided with information on accessibility.
- You have the right to free assistance in ports and on board ships, provided that you have requested it at least 48 hours in advance and that you present yourself at the point indicated by the carrier no more than 60 minutes before the announced embarkation time or, if no embarkation time has been determined, at least 60 minutes before the announced departure time.
- You are entitled to compensation in the event of damage to or loss of your mobility equipment, provided that the event giving rise thereto is the result of fault or negligence on the part of the carrier. The compensation will consist of the replacement value or the cost of repairing the equipment.
In case of passenger services departing from an EU port or returning to an EU port (if the carrier is an EU carrier):
- If you miss a connection as a result of the delay/cancellation, the carrier or terminal operator must inform you about alternative connections.
- If the delay is more than 90 minutes or the carriage is cancelled, you are entitled to:
- To free snacks, meals and refreshments sufficient in relation to the waiting time, provided they are available or if they can be reasonably supplied.
- To accommodation when as a result of the cancellation or delay a stay is required (with a maximum limit of €80/night and 3 nights), provided it is materially possible, as well as round-trip transportation between the port terminal and the place of accommodation.
- To choose between: (i) reimbursement of the ticket price within 7 days and, if applicable, a free return service to the first point of departure in accordance with the contract of carriage, or (ii) continued driving to the final destination under comparable transport conditions at no additional cost.
- In addition, if you do not opt for reimbursement of the ticket, you may claim compensation, to be paid within one month, which shall be at least: (a) 25% of the ticket price in case of delay in case of delay of at least one hour in the case of scheduled trips lasting 4 hours or less; two hours in the case of scheduled trips lasting more than 4 hours but equal to or less than 8 hours; three hours in the case of scheduled trips lasting more than 8 hours, but equal to or less than 24 hours; or six hours in the case of scheduled trips lasting more than 24 hours, or, (b) 50% of the ticket price in case of delay exceeding twice the time indicated in the previous paragraph.
If the ticket is a round-trip ticket, the compensation for delay, whether on the outward or return trip, shall be calculated in relation to 50% of the price paid for the ticket.
Passengers holding a travel pass or season ticket who are repeatedly delayed during their period of validity may claim adequate compensation in accordance with the carrier's compensation provisions.
Carriers may set a minimum threshold below which no compensation will be paid and this threshold may not be higher than EUR 6.
The deadline to complain to the carrier or terminal operator is 2 months from the date on which the service was provided or should have been provided. Within one month of receipt of the complaint, the carrier or terminal operator will notify you that your complaint has been dealt with or rejected or is still being studied. The deadline for a final response may not exceed 2 months from receipt.
A) If the death or injury is caused by a shipping incident (shipwreck, capsizing, collision, stranding, explosion, fire or ship's defect) the carrier is liable up to 250,000 SDR (Special Drawing Right is a unit defined by the International Monetary Fund. Its equivalence in Euros can be found on the Bank of Spain's website http://www.bde.es/) (The Special Drawing Right is a unit defined by the International Monetary Fund and its equivalent in Euros can be found on the Bank of Spain website ), unless such event is due to an act of war, hostilities, civil war, insurrection or natural phenomenon of an exceptional, inevitable and irresistible character; or is caused by the intentional act or omission of a third party to cause it.
If loss due to death or injury exceeds such amount, he shall be presumed liable unless he proves that the occurrence is not attributable to his fault or negligence, up to the limit of 400,000 SDRs per passenger in each individual case.
B) If the death or injury of the passenger is not caused by a shipping incident, the carrier is liable if the incident which caused the loss is attributable to the fault or negligence of the carrier or its servants or agents acting in the performance of their duties. The limit of liability in this case is SDR 400,000 per passenger in each individual case.
C) Actions for damages for death or injury of a passenger are barred after two years: (i) in case of injury, from the date of disembarkation of the passenger; (ii) in case of death of the passenger occurring during carriage from the date on which the passenger should have disembarked and in case of injury sustained in the carriage which subsequently results in death, from the date of death, provided that the date of death does not exceed 3 years from disembarkation.
A) Its liability shall be limited: (i) For loss of or damage to cabin baggage, up to 2,250 SDRs per passenger per carriage; (ii) for loss of or damage to other articles of baggage, limited to 3,375 SDRs, with the possibility of such liability being subject to a deductible allowance not exceeding 149 SDRs; and (iii) for loss of or damage to vehicles carried, not to exceed 12,700 SDRs, with the possibility of such liability being subject to a deductible allowance not exceeding 330 SDRs.
Carrier shall have no liability for loss of or damage to money, negotiable effects, gold, silver, jewelry, ornaments, works of art or other valuables, unless they have been delivered to carrier and carrier has agreed to take custody thereof.
B) If the damage is visible, notice must be given: (i) in respect of cabin baggage, before disembarkation or when the passenger is disembarked; and (ii) in respect of all other baggage, before or when it is returned; If the damage is not visible, you must report it within 15 days after the date of disembarkation or return, or the date on which it should have been made.