Ferry Passengers Rights (applicable in all Greek sea routes) – Q & A

01. What am I entitled to if I am not offered the type of accommodation written 
on the ticket?
(a) To withdraw and receive the value of the fare paid (passenger or vehicle) and monetary compensation increased by 100% over the price of the passenger fare. 
(b) To travel in lower class and get the price difference between them increased 
by 100% or 
(c) Upon your request and agreement with the company, travel in a higher class by paying the difference reduced by 50%. The price difference does not apply if your company provides you the higher class with their own initiative without your request.

 

02. Am I entitled to cancel my ticket?
You are entitled to withdraw and depending on how long before you return the whole ticket, the refund is as follows: 

- 50% if the ticket is returned up to 12 hours before the scheduled departure.
- 75% if the ticket is returned up to 7 days before the scheduled departure.
- The full-fare if the ticket is returned up to 14 days before the scheduled 
  departure.
- The full-fare regardless of the notification time when reasons of majeure force are proven.

In the above mentioned cancelation cases the deduction for third parties 
and the VAT are refunded.

03. Am I entitled to change my ticket?
You are entitled to modify your ticket if places are available up to 24 hours before the scheduled departure.

04. What am I entitled to transfer without paying special fares?
- You are entitled to transfer hand luggage weighing up to 50 kilos. 
- If you are a person with reduced mobility you are entitled, in addition to your 
  hand luggage, to transfer any equipment needed to move yourself.

05. Who is responsible for damage or loss of my luggage inside the ferry?
If your baggage is delivered for storage and you have a receipt, the company is responsible.

06. What am I entitled to if the ferry departs from the port with a delay due to damage or fault of the company?
(a) Withdraw and receive compensation for the fare paid. 
(b) Stay on board and be transferred to your destination with the responsibility and expense of the company.
(c) To be offered food by the company for a delay of over 4 hours and shelter in the ferry or hotel, if possible, when the estimated time of departure is the next day after the originally scheduled time of departure and mediate at least 6 hours or the departure is expected to be delayed beyond 6 hours and the scheduled departure time is between the hours 00.00 to 05.00. If accommodation is not possible, 
monetary double compensation of the passenger fare.
(d) To receive compensation of 25% or 50% of the passenger fare or other compensatory payment after an agreement only if finally forwarded to your destination with the same or another ferry and with the responsibility and expense of the company and your delay is greater than 3 or 6 hours respectively from the scheduled arrival time at your destination port.
(e) To receive compensation twice the passenger fare and refund of the vehicle fare or other compensatory payment after an agreement, if you are not forwarded to your destination with the same or another ferry within 24 hours from the scheduled time of departure due to fault of the company.

07. What am I entitled to if the ferry is delayed during the voyage due to damage 
or fault of the company?
- Withdraw and receive compensation for the remaining journey or 
- Continue your journey and receive 25% or 50% compensation of the fare or after an agreement other compensatory payment if the delay or arrival at the port of destination is more than 3 or 6 hours, respectively.

The exercise of one of the above mentioned rights is evidenced by filling-in 
a form, signed and given to you by the company upon your request.

08. What am I entitled to if the journey is interrupted at an intermediate port because of damage or fault of the company and if I finally was transferred to my destination?
Receive compensation of 25% or 50% of the fare or other compensatory payment after an agreement and when finally transferred to your destination with the same or another ferry with the responsibility and expense of the company and the delay is longer than 3 or 6 hours respectively after the scheduled arrival.

09. What am I entitled to if the journey is interrupted at an intermediate port because of damage or fault of the company and if I was not transferred to my destination and did not exercise my right to withdraw?
The company should offer you food for a delay of over 4 hours and shelter on the ferry or hotel, if possible, when the estimated time of departure is the next day after the originally scheduled time of departure and mediate at least 6 hours or the departure is expected to be delayed beyond 6 hours and the scheduled departure time is between the hours 00.00 to 05.00. If accommodation is not possible, then monetary double compensation of the passenger fare and additional monetary double compensation of the passenger fare or other compensatory payment are applicable subject to agreement with the company. 

The exercise of the above mentioned right is evidenced by filling-in a form, signed and given to you by the company upon your request.

10. What am I entitled to if the journey is delayed or canceled because of damage or fault of the company and this causes me to lose the corresponding journey by sea?
- If you have a corresponding ticket, inform the company and you are entitled to be transferred to your final destination in the most convenient way with the responsibility and expense of the company. 

- You should be offered food and shelter in the corresponding port, with the responsibility and expense of the company, when due to loss of your correspondence you are forced to leave the next day of your arrival and at least 6 hours mediate between them or when the arrival at the port occurred between the hours of 00.00 to 05.00 and the departure to your final destination will be fulfilled in time beyond 6 hours.

11. What am I entitled to if the journey is cancelled due to adverse weather conditions?
- To modify your ticket. 
- To stay on the ferry if deemed safe by the captain. 
- To withdraw and receive a refund of the passenger fare.

12. What am I entitled to if the journey is cancelled due to fault of the company?
To receive a full refund or other compensation after your choice if: 

- You were not informed of the canceled journey one week before the scheduled departure and have not received a refund of your ticket or
- You were not informed of the canceled journey at least 12 hours before the scheduled departure and you were not transferred to your destination by other means within 12 hours of the scheduled departure of the canceled journey.

13. What am I entitled to if the journey is cancelled due to damage of the ferry?
To be informed in good time and if agreed, be transferred to your destination with the responsibility and expense of the company within 24 hours or to withdraw and receive a refund of your ticket. 

- If not transferred to your destination or withdraw as indicated in the previous case, you are entitled to food for delay of over 4 hours and shelter on the ferry or hotel, if possible, when the estimated time of departure is the next day of the scheduled time of departure and mediate at least 6 hours or if the departure is expected to be delayed beyond 6 hours and the scheduled departure time is between the hours of 00.00 to 05.00. If accommodation is not possible, monetary double compensation of the passenger fare. 

- Receive compensation double the passenger fare or other compensatory payment after an agreement, if it is the company's fault that you were not transferred to your destination within 24 hours.

14. What am I entitled to if I am not allowed to board the ferry even though 
I have a valid ticket in my possession?
- To receive compensation three times the value of the passenger fare or 

- The shortest transfer to your final destination, with the responsibility and expense of the company, food for delay of over 4 hours and shelter on the ferry or hotel, if possible, when the estimated time of departure is the next day of the scheduled time of departure and mediate at least 6 hours or if the departure is expected to be delayed beyond 6 hours and the scheduled departure time is between the hours of 00.00 to 05.00 or transfer to a different departure of your choice*. In this case you receive the value of the passenger fare as additional compensation.

15. Where can I return my ticket?
You can return or amend your ticket from where it was issued or at the designated port agent by the company or where passenger tickets and receipts for transportation of vehicles for that specific ferry are issued.

16. How will I be refunded the compensation and the fare paid?
You have to hand in the whole ticket or clipping to the company or to the issuer of the ticket or at the designated port agent by the company up to 7 days after the scheduled departure time.

17. Does the company have any other obligations that I need to know about?
Yes, you should know that the companies are required to: 

- Public their schedule with all appropriate means and inform the public about their fulfillment in time.
- Announce any delays in the departure and arrival times of the ferry to the passengers with accessible forms, indicating the estimated time of the delay and the cause of it.
- Keep the passenger informed about the prices and any discounts before issuing the ticket and not increase the price for any tickets booked through online booking systems until the agreed date and time of collection or payment of the ticket.
- Inform the passenger in detail as to their rights and obligations under the law.
- Provide all possible assistance to passengers with reduced mobility or those in need of special care such as infants, young children and their attendants, pregnant women, elderly persons.

18. Where can I go for further information?
CONSUMERS UNION OF GREECE 
Central Office: 4, Gounari Street, GR 185 31 Piraeus, Greece 
Passenger Information Center: Central Port of Piraeus - Gate 8 Tel: 0030 210 411 1080