Know your rights when your ferry is cancelled 

For many Islanders, ferry travel is an essential part of life, whether travelling for work, medical appointments, family visits, long weekends away, or holidays. When a sailing is cancelled, it can cause significant inconvenience and expense.

The good news is that passengers travelling on ferry services are protected by passenger rights legislation, and it is important to understand what you may be entitled to if your journey is disrupted.

We recently published an article about your consumer rights when flights are cancelled. Since then, we’ve had several enquiries asking for advice on ferry cancelations and compensation.  

Under Regulation (EU) No. 1177/2010, which DFDS and Manche Iles Express follow, passengers whose ferry is cancelled, or delayed at departure by more than 90 minutes, have several important rights. 

Islands Unlimited are a Guernsey-based ferry operator. You will see in their terms and conditions (5.1 Rights of Passengers to Travel by Sea) “The Company does not recognise Regulation EU No. 1177/2010”, so therefore they are not obliged to give you the same passenger rights.

Refund or alternative travel 

According to Regulation (EU) No. 1177/2010, if your sailing is cancelled, you should be offered a choice between: 

• A full refund of the ticket price; or 

• Alternative travel to your destination at the earliest opportunity and at no additional cost.  

This is your choice to make. If your travel plans can no longer go ahead because of the cancellation, you may prefer to request a refund. If you still need to travel, re-routing may be the better option. 

Food, refreshments and accommodation 

Where a cancellation or significant delay leaves passengers waiting, ferry operators have a duty of care. This may include drinks, snacks or meals. In some cases, vouchers may be provided if catering is not available at the port. 

If the disruption means an overnight stay is necessary, accommodation should also be provided. Under the regulations, this is generally capped at €80 (or equivalent) per night for a maximum of three nights.  

Compensation  

In some circumstances, passengers may also be entitled to compensation if they eventually arrive at their destination significantly later than scheduled. Compensation is calculated as a percentage of the ticket price and can be 25% or, for longer delays, 50% of the ticket cost.  

The amount of compensation will depend on the length of the journey and the extent of the delay. Importantly, compensation for late arrival is separate from any refund rights that may arise from a cancellation or major delay.  

There are exceptions to compensation though and where a cancellation or delay is caused by severe weather conditions or extraordinary circumstances that could not have been avoided, then compensation will often not be offered.  

However, even in bad weather, passengers generally have the right to receive a refund or alternative transport if the sailing cannot operate.

Making a claim 

If you believe you are entitled to compensation or reimbursement, keep copies of your booking confirmation, receipts and any correspondence relating to the disruption. You must use the claims procedure of your ferry company to make your claim, and it will generally take around 30 days for them to process it.  

Claims should normally be submitted within two months of the scheduled sailing date. If you’re claiming with DFDS or Manche Iles Express, then they provide a customer request form for this purpose.  

When a ferry is cancelled, don't assume that accepting a voucher is your only option. Ask what choices are available, keep records of any additional expenses, and familiarise yourself with your passenger rights. Understanding those rights can help ensure you receive the support, reimbursement or compensation that you may be entitled to.

You can get in touch to let us know if you have any problems with claiming compensation on ferry travel.