Maritime passenger rights: your journey
Your rights as a passenger when travelling by sea and inland waterway.
This guidance provides information on your rights as a passenger when travelling by sea and inland waterway, specifically with regards to:
- ship operators (cruise and ferry operators)
- port terminal operators
- travel agents
Booking and planning your trip
Whether you’re booking in person, online or over the phone, your ferry or port operator must provide all booking information in accessible formats (such as via textphone or in Braille) and in all languages.
Cancellation and delays
There are things a company must do if your journey is delayed or cancelled. Cruise holidays booked under the package holiday regulations will not be covered by these requirements.
Refreshments
You should expect to be given refreshments if your trip has been delayed for 90 minutes or more.
| Period of delay | You’re entitled to |
|---|---|
| 90 minutes or more | light refreshments |
| 4 hours or more | a snack or light meal |
| 8 hours or more | a hot meal |
For every 4 hours after the initial delay, your entitlement starts at the top of this list.
If there are no facilities to provide these refreshments, the ferry or cruise company does not have to supply them.
Accommodation
If your ferry journey is delayed or cancelled and you cannot be re-routed to your destination, you should be entitled to overnight accommodation.
The only exceptions to this are if the delay or cancellation is:
- caused by weather
- needed to ensure the safe operation of the ferry
Accommodation is provided to the maximum value of £70 a night and for up to 3 nights.
Refunds and re-routing
If your ferry journey is delayed by 90 minutes or more, you should be offered either re-routing to your destination or a refund.
Refunds must be made in 7 days by the method used to buy the ferry ticket.
Tickets bought outside the UK will be covered by the rules of the country in which they were bought.
You will not be entitled to a refund due to any extraordinary and unforeseen events that cause a delay to your journey.
Compensation offered
Ferry passengers are entitled to 25% of the ticket price for late arrival if the delay is as follows:
- 1 hour for a journey scheduled to last up to 4 hours
- 2 hours for a journey scheduled to last between 4 and 8 hours
- 6 hours for a journey scheduled to last more than 24 hours
If a delay is twice as long as the timings set out above, you’re entitled to a refund of 50% of the ticket price.
Compensation of £5 or less will not be paid.
Your ferry or cruise operator must pay the compensation within one month.
You will not be entitled to a refund due to any extraordinary and unforeseen events that cause a delay to your journey.
Exceptions: when you will not be entitled to a refund
You will not be entitled to a refund or compensation due to any extraordinary and unforeseen events that cause a delay to or cancellation of your journey.
Such events may include:
- unforeseen weather conditions that make it unsafe to sail
- ‘acts of god’ such as natural disasters
- industrial or strike action
Support for disabled people
You can get help if you’re disabled and travelling on:
- a cruise ship starting the cruise from a port within the UK
- a ferry leaving from or going to a port within the UK
- a local ferry service – these are usually on rivers, but see our guidance on accessible ports, ferries and cruise ships or services not covered by the regulations to see if these regulations apply to your service
Booking your journey
You should be made aware of your rights including what assistance you’re entitled to.
Travel operators must not refuse travel because of your disability unless it would be unsafe to carry you. If passage is refused, you can request an explanation in writing, which the carrier must provide within 5 days.
You cannot be charged any more than any other passenger for your ticket.
If you need help from port and ship staff, let the service know at least 2 days before travel or you run the risk of assistance not being available.
If you’re taking an assistance dog with you, you need to inform the operator at the time of booking.
If you’re planning to take any medical equipment on board, you should discuss this when booking to make sure it can be carried on your chosen service.
Accessible ports, ferries and cruise ships
Ports, ferries and cruise ships are required to be accessible, but there are exceptions.
Ports and ships built before accessibility was a requirement do not need to be refurbished to be accessible.
Ports and ships that are new or being refurbished must be made accessible.
Travelling with a carer
Carers travel free of charge when accompanying ferry passengers where the ferry company agree they are required.
If you need a carer to assist you on your ferry trip, make this clear when booking your ticket to avoid being charged for both tickets.
Carers accompanying disabled cruise passengers on cruise ships will be charged the full fare.
Travelling with an assistance dog
Assistance dogs are required to be carried on ferry and cruise services.
On international journeys, passengers must comply with the animal health requirements of the countries they visit and the UK requirements on returning to the UK.
Advice is available for taking your animal abroad and bringing your animal to Great Britain.
The embassy of the country to which you’re travelling should also provide information.
Travelling with medical equipment
Medical equipment must be carried by ferry and cruise ships. However, carriage can be refused if it would not be safe to do so.
If there is not sufficient space for equipment to be carried, a ship can refuse to carry it.
If your equipment is damaged during the journey, you’re entitled to have it repaired or replaced by the ship operators. A temporary replacement should be provided if required.
Port terminal assistance
Ports should have a clearly marked point where assistance can be accessed.
Port staff will be trained in understanding disabled passengers’ needs. Notices of passengers’ rights will be displayed in the port.
Port staff will assist disabled passengers to:
- complete check-in and clear security
- seating areas
- toilet facilities (but they will not help you to use the facilities)
- get on board port services (embarkation)
Ferry and cruise ship assistance
Ship staff will assist disabled passengers:
- to their seat or cabin
- with their luggage
- to toilet facilities (but they will not help you to use the facilities)
- to get off the ferry or cruise ship (disembarkation)
Situations when these regulations do not apply
Disabled passengers can be refused travel for 2 reasons:
- when an operator cannot meet both international and national safety laws
- where ports or ships make it impossible to board safely
The captain has the final say as to whether a passenger can be carried.
Services not covered by the regulations
The following services are not covered by maritime passenger rights regulations:
- ships that carry up to 12 passengers
- ships with 3 or less crew members
- journeys of up to 500 metres
- all excursion or sightseeing journeys
- non-mechanical propelled ships
- ships built before 1965
- ships that are replicas of old designs, such as sail ships
Package holidays are covered by the Package Travel and Linked Travel Arrangements Regulations 2018.
Most cruises are protected by the package holiday regulations.
Maritime passenger rights regulations also apply to UK travel agents and ticket sellers, but only if your journey is covered by the regulations. Most ferries and some cruises will be covered by the regulations.
Making a complaint
If you’re unhappy with the service you’ve received, you should complain to the company providing the service.
If the company fails to resolve your query, you can raise your complaint with the most relevant organisation for your type of journey, as follows:
- Association of British Travel Agents (ABTA) – for ferry services
- Cruise Line International Association (CLIA UK and Ireland) – for cruises
- London Travel Watch – for London River Bus services
- Transport for Scotland – for services in Scotland
- Consumer Council for Northern Ireland – for services in Northern Ireland
If your complaint has not been resolved by one of these organisations, you can ask the Maritime and Coastguard Agency (MCA) to look at your case. The MCA enforces the maritime passenger rights regulations in the UK.
Audio version
The running time is 12 minutes and 17 seconds.
Maritime passenger rights audio version
British sign language version
Maritime passenger rights British sign language version.
This guide is an overview only and regulation EU1177/2010 provides more detail.
Guidance for operators
Guidance on Maritime passenger rights: implementation requirements is available for:
- cruise and ferry operators
- port terminal operators
- travel agents