You are entitled to compensation equal to 25% of the ticket price if you are delayed for at least:
- 1 hour for a journey scheduled to last up to four hours
- 2 hours for a journey scheduled to last between four and eight hours;
- 3 hours for a journey scheduled to last between eight and 24 hours; or
- 6 hours for a journey scheduled to last more than 24 hours.
If the delay exceeds double the times set out above, the compensation will be 50% of the ticket price.
If you are travelling on a return ticket the compensation will be calculated based on the price of the disrupted leg. If the price of the ticket is not broken down for the outbound and return legs, the compensation will be calculated based on half of the total ticket price.
The ferry company must pay the compensation within one month of your application. It must be paid in money if you request this, otherwise it may be paid in vouchers for future travel provided the conditions are flexible regarding the period of validity and the destination.
If the amount of compensation due is less than £5, the ferry company is not required to pay.
The ferry company is not required to provide compensation if it proves the delay is caused by weather conditions which endanger the safe operation of the vessel or by extraordinary circumstances.
Extraordinary circumstances could include, for example, natural disasters, strikes, search and rescue operations and decisions taken by traffic management bodies or port authorities.
Certain technical problems could also be considered extraordinary circumstances.
You are not entitled to rerouting or reimbursement, assistance, accommodation or compensation if you are travelling on an open ticket on which the time of departure is not specified, except for instances where you hold a travel pass or season ticket.
You are not entitled to assistance or compensation if you are informed of the cancellation or delay before the purchase of the ticket, or if the cancellation or delay is caused as a result of your own actions.