DFDS

1. Introduction

Before confirming your booking, you and others included in your booking must read and familiarise yourselves with the Passenger Booking Terms and Conditions and Conditions of Carriage (‘Conditions’).

These Conditions apply to all bookings made by a passenger (‘you’) through DFDS (‘us’) or our travel agents or tickets vendors and all carriage of passengers performed by us or our suppliers on the basis of a contract for the carriage of passengers, performed by us or our suppliers. This includes a driver who is accompanying a commercial vehicle, which are covered by a contract for the carriage of goods.

Where your booking with us includes arrangements provided by third party suppliers, then that part of your journey will be subject to any relevant terms and conditions of the particular supplier and to applicable international conventions. If this is the case, we will provide you with the relevant terms and conditions before booking.

The ferry services are operated by DFDS (DFDS A/S, a subsidiary or branch of DFDS A/S), or such other suppliers as may be indicated.

Routes

“Eastern Channel routes” means sailings between Dover and Dunkirk/Calais or any other routes operated by us across or around the English Channel.

“Western Channel routes” means sailings between Newhaven and Dieppe, and any other routes operated by us across or around the Western Channel.

“Channel Island routes” means sailings between Jersey and England, Jersey and France and Jersey and Guernsey, or any other route to the Channel Islands.

“Long Sea routes” means sailings between Newcastle and Amsterdam; Rosslare and Dunkerque; Karlshamn and Klaipeda; Kiel and Klaipeda; Kapellskar and Paldiski and other routes operated by DFDS, which are not Eastern and Western Channel routes.

Limitations and liability in these Conditions

In addition to these Conditions, the Convention relating to the Carriage of Passengers and their luggage by Sea 1974 as supplemented and/or varied by any other applicable legislation from time to time in force including, but not limited, to Regulation (EC) No 392/2009 (together referred to as “Athens Convention”), Regulation (EC) No 1177/2010 on the rights of passengers when travelling by sea and inland waterway (“Passenger Rights Regulation”) and other mandatory laws apply.

The Athens Convention explains when we are liable and limits our liability for the death of or personal injury to a passenger and/or the loss of or damage to the passenger’s luggage and makes special provision for valuables. We refer you to section 16 (Our liability to you in case of injury or damage to luggage). A summary of the EU Regulation 392/2009 can be found via the following link: http://ec.europa.eu/transport/themes/passengers/maritime/doc/rights-in-case-of-accident.pdf

The Passenger Rights Regulation also limits our liability in certain circumstances. We refer you to section 15 (Changes, cancellations or delays by us). A summary of the Regulation can be found via the following link: http://ec.europa.eu/transport/themes/passengers/maritime/doc/summary\_en.pdf

When we refer to SDR, it means Special Drawing Rights as defined by the International Monetary Fund, please see: http://www.imf.org and: http://www.imf.org/external/np/exr/facts/sdr.htm

All limitations, exceptions and conditions herein contained as to the liability of DFDS shall apply also to the liability, if any, of its agents, vessels, employees and other representatives and to the liability, if any, of the owners, vessels, agents, employees and other representatives of any substituted vessel.

2. Prices

Pricing structure and price changes

We operate with a flexible pricing structure, which means that prices are dependent upon demand, day of departure and how far in advance the booking is made. Prices will also vary according to the number of people travelling, the vehicle dimensions and grades of on board accommodation chosen. We reserve the right to change any fare or price before you make a booking with DFDS.

You should choose the fare which best suits your needs and consider taking out insurance to cover instances where you might have to cancel your ticket.

Every effort is made to ensure the accuracy of all information and prices but, regrettably, errors do occasionally occur. Where a price is obviously incorrect due to an administration or system error, we shall not be bound by such price.

Package prices

In some instances package prices may be increased, however you maybe be entitled to price reduction as well.

If package price increase exceeds 8% of the total price of the package you may accept the proposed change or terminate the contract without paying a termination fee.

In the event of a price decrease, we have the right to deduct actual administrative expenses from the refund owed to you.

Vehicle ticket prices

The accompanying vehicles and trailers prices are only valid for:

• Vehicles with a seating capacity of maximum 9 seats; 10–15 seats for a minibus on Eastern Channel routes;
• Vehicles and trailers only containing personal items that are normally required for holidays or personal visits;
• Vehicles with the permitted dimensions as set out in the current private vehicle tariff;
• Bookings on ordinary prices; and
• Vehicles of a type that is normally (in our opinion) used as a vehicle for private use,

The following (without limitations) are deemed by us not to be a vehicle for private use:

• Any vehicle of light-goods-vehicle revenue weight or above whether or not actually carrying commercial goods and/or whether or not being used for a commercial purpose, unless expressly agreed at the time of booking;
• All types of trucks with flatbeds and/or drop-sides and trailers of any size or weight; and
• Any motor home used as part of or in association with a business on tour or in any fixed location.

Special freight tariffs will apply to vehicles or trailers containing items that are not normally required for holidays or personal visits (“commercial goods”) such as samples, tools, household goods and furniture, collections, etc. or if the purpose of your trip is related to carriage of commercial goods.

Special tariffs and conditions will apply for vehicles not used for private use, as set out above.

If travelling on a bicycle, this must be booked in advance.

3. Booking

Booking Process

You can book direct with us at our website or by telephone. You can also book via travel agents or ticket vendors, who have a special arrangement with us. You are welcome to contact us to verify if a certain company is one of our suppliers.

DFDS disclaims any responsibility regarding tickets bought as a result of resale, unless these tickets are sold through one of our suppliers. Vendors other than DFDS or DFDS’ suppliers who are reselling our tickets, will typically offer these for sale on the internet. If you have purchased a resold ticket, it will be entirely at your own risk.

Bookings will only be accepted subject to your agreement to these Conditions. Once you have booked, we will provide you with a booking reference and at that stage, a binding contract exists.

Information of the passengers

We require, amongst other information, the full name and date of birth of all the passengers travelling. All names must be in accordance with each individual’s passport or valid photo ID card. It is at all times the passenger’s responsibility to supply us with the correct information.

All child ages apply at the time of travel.

We will also ask for your postal address, email address and contact telephone numbers (mobile number is preferred).

Confirmation advice

The confirmation advice will be issued by email setting out the details of your booking. Should you require written confirmation of your booking sent by post you must request it at the time of booking and a fee may be charged for our cost to send it.

Please note, that it is your responsibility to check that all information on the confirmation advice is correct, otherwise, you are requested to revert to us immediately. Failure on your part to present the confirmation advice stating the correct information (including, but not limited to, your full name) before the boarding, may result into refusal to travel with us.

DFDS cannot accept liability for mistakes or inaccuracies on the confirmation advice if the booking is made with such closeness to departure that it has been impossible for DFDS to issue a new confirmation advice before arrival at port, on the day of departure.

The confirmation advice is your travel document, which you shall take with you to the departure terminal at the port. Information regarding check-in will appear on the confirmation advice. The confirmation advice gives you entitlement to transport with DFDS and other services ordered.

It is your responsibility to be at the designated place for check-in as stipulated, observing the minimum check in times applicable for that route. In case of ‘no-show’, we will not refund the booking.

Payment

Payment of your reservation must be made at the time you book, unless your booking is stated at the time of booking to be eligible for part-payment, with the balance being payable prior to travel. Separate payment terms may apply if you have booked via a travel agent or ticket vendor.

Payment may be made by via a number of options, any applicable surcharges will be advised prior to making your payment. When making a payment to us, please refer to your booking number. Only official payment receipts are valid as proof of payment. Receipts from your bank statements (home banking) are not accepted as valid proof of payment.

The confirmation advice is only valid for travel in combination with the credit or debit card used for payment and, therefore, you have to bring that credit or debit card with you to check-in. In case you fail to produce such credit or debit card at the request of our staff, we shall presume that the payment has not been legally authorised and we may require a cash payment at check-in. Failure to do so could result in travel being refused.

Failure to comply with the terms of payment will result in the booking automatically being cancelled. On an automatic cancellation, you must pay the cancellation fee in accordance with the conditions of cancellation mentioned in section 14 (Change or cancellation by you). Fully or partially unused parts of the journey will not be refunded.

Service fee

When booking by phone or in person, you must pay a service fee. You will find information about the current service fee on our webpage.

Specifically for group bookings

For group bookings when booking our Western Channel and Long Sea Routes, you must pay a 25% deposit with full payment at least 56 days before departure, unless otherwise agreed in writing.

Booking on behalf of others

If you are organising a booking for several individuals and you are booking on their behalf, then the following additional conditions apply to you as the group organiser, whether or not you yourself are part of the group and/or booking:

• You are deemed to act as an agent (in law) for all the individuals in the group. Accordingly, you are saying to us that you have authority to commit each individual to the obligations contained in these Conditions as if they had themselves booked with us individually.
• You accept personal responsibility to check that each individual has all the necessary valid documents to travel.
• You accept full responsibility for the group. This includes full payment from each individual prior to departure with us or prior to accepting any services sold by us.
• You confirm that you have no direct or indirect connection with the business of supplying travel services.
• You accept, on behalf of each individual, the duty to provide a good behaviour bond before embarking on any journey with us or before accepting any service from us.

Special requests and additional services

Special requests (for example dietary requests) will be passed on to the relevant supplier but cannot be guaranteed. An additional service fee will be charged for arranging or providing any tailor-made products.

Any special agreements with us, and requests for special agreements based on the passenger’s specific wishes, are only valid when specified on the confirmation advice.

4. Accommodation

Accommodation, including cabins, seats and berths can only be guaranteed when travelling on a pre-booked sailing. Where cabins are booked on overnight crossings, all passengers will require a berth (excluding maximum one child under 4 years of age per cabin).

It is an overriding condition of any booking that – whatever the fare and whether the booking is for a package or otherwise – the maximum number of passengers occupying any cabin may not exceed the number of cabin berths plus 1 child under 4 years of age.

Some cabins feature bunks with upper and lower berths and may be unsuitable for passengers with limited mobility. Please state your needs clearly at the time of booking.

For passengers travelling on a Mini Cruise we cannot guarantee the same cabin for both legs of the journey.

If a cabin is booked where the number of occupants is less than it is designed for, the full price will be charged. In special circumstances, we reserve the right to re-allocate under-occupied cabins.

When booking a berth within shared cabins; shared cabins will be clearly indicated in the accommodation type and may result in you sharing a cabin with someone of the same gender.

5. Disabled persons and persons with reduced mobility

If you or someone you are making a booking for is disabled or a person with reduced mobility or with other physical challenges, which makes travel more difficult than it is for others, we welcome you as our customer and will offer whatever assistance we can.

It is very important that you follow the rules as laid down below so that we may provide as much assistance as possible:

a) Information at the time of booking

We need to know about any requirements for disabled persons or person with reduced mobility requirements in respect of any special needs or assistance before or at the time of booking or advance purchase of the ticket.

This includes all specific needs with regard to accommodation, seating or services required or their need to bring medical equipment, provided the need is known at the time of such booking or ticket purchase.

For the avoidance of doubt, a notification made in accordance with this section may be submitted to the travel agent or the tour operator from which the ticket was purchased. Where the ticket permits multiple journeys, one notification shall be sufficient provided that adequate information on the timing of subsequent journeys is provided. You shall receive a confirmation stating that the assistance needs have been notified to us. If such confirmation is not received it is your responsibility to contact us, otherwise we cannot guarantee the availability of the equipment/services.

b) Assistance in ports and on board ships

Subject to the conditions set out below, we and the terminal operators shall, within our respective areas of competence, provide assistance free of charge, as specified in Annexes II and III of the Passenger Rights Regulation, in ports, including embarkation and disembarkation, and on board ships. The assistance shall, if possible, be adapted to the individual needs of the disabled person or person with reduced mobility.

c) Conditions under which assistance is provided

Assistance shall be provided subject to the following:

• We or the terminal operator is notified, by any means available, of the person’s need for such assistance at the latest 48 hours before the assistance is needed;
• The disabled person or person with reduced mobility presents himself at the port or at the point designated by us or terminal operator
  • (i) at a time stipulated in writing by us which shall not be more than 60 minutes before the published embarkation time; or
  • (ii) if no embarkation time is stipulated, no later than 60 minutes before the published departure time.

You shall receive a confirmation stating that the assistance needs have been notified as required. Where no notification is made in accordance with the above described provisions, we and terminal operators will make all reasonable efforts to ensure that the assistance is provided in such a way that the disabled person or person with reduced mobility is able to embark, disembark and travel on the ship.

Where a disabled person or person with reduced mobility is accompanied by a recognised assistance dog; that dog may be accommodated together with that person, provided that we, travel agent or tour operator is notified in accordance with applicable national rules on the carriage of recognised assistance dogs on board passenger ships, where such rules exist.

d) Exceptions and special conditions

In certain instances we, travel agents and tour operators may refuse to accept a reservation, to issue or otherwise provide a ticket to or to embark a disabled person or person with reduced mobility in the following circumstances:

• In order to meet applicable national or international safety requirements;
• Where the design of the ship or port infrastructure and/or equipment (including port terminals) makes it impossible to carry out the embarkation, disembarkation or carriage of the said person in a safe or operationally feasible manner.

Nevertheless, in the event of a refusal to accept a reservation or to issue or otherwise provide a ticket pursuant to this section 5 (Disabled persons and persons with reduced mobility) we, travel agents and tour operators shall make all reasonable efforts to propose to the person concerned an acceptable alternative transport on a passenger service operated by us.

e) Requirement to be accompanied

Where strictly necessary, we, travel agents and tour operators may require that a disabled person or person with reduced mobility be accompanied by another person who is capable of providing the assistance required by the relevant person. As regards passenger services, such an accompanying person shall be carried free of charge. When carriers, travel agents and tour operators require an accompanying person, the disabled person or person with reduced mobility shall immediately be informed of the specific reasons for the requirement.

6. Pregnancy

DFDS do not recommend that pregnant women who are in week 34 or more travel with us. After that date, DFDS will be entitled to ask for a medical certificate demonstrating fitness to travel.

We recommend that pregnant passengers obtain travel insurance that provides for appropriate cover in case of complications. Be aware that there may be limitations in the insurance coverage for the later period before the date of birth. It is your responsibility to stay informed as to whether you are covered by travel insurance or not. DFDS do not assume responsibility for this.

7. Children and young people up to the age of 18 years

A parent or guardian must accompany people under the age of 18 years.

Young people between the ages of 16 years and 17 years can travel alone on a ferry crossing if the parent or custodial parent has given written permission for it. Failure to produce this letter at check-in may result in refusal of travel.

Children and young people under the age of 18 can travel by ship on a ferry crossing without a parent or custodial parent or, if they are part of a group, with a group leader. There must be at least one group leader for every 10 people under the age of 18. The group leader shall make sure to comply with any local requirements regarding parental authority before travelling.

The term ‘group leader’ refers to a person age 20 or older who is responsible for people under the age limit. The person in charge of the group must be registered on the same booking as the under-aged passengers and travel with the group.

8. Passports, visas and health

All passengers whether adult or minor must obtain and bring with you all necessary travel documents, including valid ID, passport, visas immigration and health formalities, to enable to enter the countries you intend to visit and for re-entry into the country of departure.

It is your responsibility to check and fully comply with all the necessary rules for entry to the different countries. We refer to the website of the following UK Government web page: https://www.gov.uk/foreign-travel-advice.

Failing to produce the necessary documentation will result in boarding being denied or if fines are applied by Statutory Authorities, we assume no responsibility for the consequences and we have the right to recover these from you, and you will not be eligible for a refund.

DFDS accepts no responsibility for passengers refused entry to any country by the relevant authority for whatever reason. You will be required to reimburse us in full for any fines, repatriation or other removal costs, detention costs and all related expenses, which we may incur by reason of your failure to produce the necessary documentation to the relevant authorities.

9. Pets

Pets may be carried on certain routes with DFDS. If you are travelling with a pet this must be declared at the time of booking and in advance of travel. Arrangements for pets on board and check-in times vary by route and will be advised at the time of booking. Pets (excluding guide dogs) will not be allowed in the passenger areas of the ship.

It is important that you familiarise yourself with the conditions for pets on board before booking and departure. The conditions can be found on our website.

Passengers travelling by coach or accompanying a commercial vehicle will not be permitted to travel with pets, unless accepted in writing by us. Unaccompanied pets will not be accepted on any of our services. In some cases, the carriage of animals will require the payment of freight tariffs.

When you are issued with a Pet Passport, the Veterinary Surgeon will also provide you with full details of the correct documentation and order of preparation to use the Pet Passport to re-enter the departure country. It is your responsibility to provide all necessary documents and make all arrangements, including where necessary quarantine, to satisfy all legal requirements. Failure to do so will prevent your pet from being permitted to travel. You are responsible for any fees or charges if you do not follow the applicable pet travel rules, DFDS cannot accept responsibility if the documentation is incorrect in any way.

10. Insurance

Passengers are responsible for carrying and paying all costs and expenses incurred as a result of own injury, illness, hospitalisation, medical treatment, repatriation etc. during or in connection with your travels/ journey. Please note that there are no doctors on board the ships.

We recommend that you take out adequate travel and accident insurance and other relevant insurances covering your booking and travels/journey by an officially rated and reputable insurance company. It is your responsibility to ascertain that you are covered by relevant and necessary insurances. We recommend that your insurances at least cover costs and expenses in case of injury, illness, medical treatment, hospitalisation and repatriation during stays abroad, together with cover for lost or damaged luggage (including your car), and any changes to or cancellation of your booking and travels/journey.

DFDS cannot be held responsible for any lack of insurances or inadequacy in coverage or any costs and expenses you may incur in connection with the aforesaid.

You may have the option to take out cancellation insurance through DFDS. Read more about the cancellation insurance on our website.

Please be aware that DFDS cannot offer or procure cancellation insurance in relation to all international bookings. Therefore, we recommend you to contact DFDS in order to receive further information about such insurances.

11. Vehicles and luggage

Vehicle formalities

It is your responsibility to check and ensure that you possess all the required vehicle documentation and that you comply with all overseas traffic rules, regulations and traffic acts, when you take your car abroad.

Requirements for vehicles

a) You agree to provide accurate information

• By confirming your booking, you acknowledge that the ship’s captain together with the crew and DFDS embarkation staff, have the right to exercise strict control to ensure that the information you provide at the time of booking is accurate. This is required for security reasons and to ensure the health, safety and comfort of passengers.
• If the information appears, or is found to be inaccurate or you do not comply with the following requirements, you agree that we may apply sanctions.

b) Parking the car on the vehicle deck

• It is up to you to see to it that you lock your car and leave it in gear with the handbrake on once the vehicle is on board and throughout the carriage.
• All car alarms must be switched off and disabled when parked on the vehicle decks.
• Cars powered by LPG should have tanks switched off when on vehicle decks. You must switch off any coach heaters powered by diesel fuel or liquid petroleum gas when on vehicle decks.

c) Type of vehicle and its use

• You are responsible for driving your vehicle on and off the vessel.
• The vehicle must be roadworthy;
• The vehicle must be insured for use on public road (and you can show such evidence of insurance if required);
• The vehicle must be covered by a valid Test Certificate (VT20) or equivalent as required by the local and applicable law of the country where the vehicle is registered showing that the vehicle is suitable for use (and you can show such evidence if requested);
• You do not carry hazardous goods (whether rated as hazardous by the International Maritime Organisation (“IMO”) or not);
• Any motor vehicles powered by multi fuel-hybrids, will only be accepted if the vehicle is a recognised manufactured model with standard specification; and
• Electric cars are not allowed to be connected to the ship’s electrical system for charging.

d) Non-compliance sanctions

You accept the sanctions, which we may reasonably apply in respect of any non-compliance by you of your obligations described above. DFDS has the following rights:

• Refuse to allow the vehicle to be loaded on board except on payment of additional charges;
• Refuse to allow the vehicle to be loaded on board except on the conditions e.g. the removal of commercial goods from the vehicles; and
• Refuse absolutely the vehicle to be loaded on board, where it is apparent to us that your non-compliance cannot be remedied either at all or without risking delay to the ship.

Furthermore, you accept that in these circumstances, we are under no obligation to refund your payment as you have booked a space on the ship, which we might otherwise have sold to others.

You furthermore accept that it is reasonable for DFDS to apply such sanctions to you without notice at the point of embarkation. We are entitled at any time, and without prior notice, to transport vehicles on the weather deck.

Luggage

Passengers may bring luggage onboard, provided that they are personal belongings only and not for commercial use.

“Carry-on or cabin luggage” is regarded as any handbag, suitcase or bag boarded by the passenger, which contains their personal effects and/or any items for use and comfort of the passenger throughout the journey.

“Checked luggage” is regarded as any baggage or personal belongings which remains in a vehicle or in a baggage trolley or facility onboard the vessel.

Passengers must follow the instructions of staff regarding which luggage should be placed into storage during the voyage. This is for Health and safety purposes.

Foot passengers may only carry as much luggage as they can safely manage without assistance. (With the exception of those Passengers requiring Special Assistance – see section 5 above.)

Passengers are advised to keep any valuable possessions within their carry-on luggage and not to deposit in a baggage trolley/facility.

12. Dangerous goods and Firearms

Dangerous goods and luggage (herein only referred to as ‘dangerous goods’), and firearms must be declared at the time of booking and not later than 24 hours before departure can only be transported in a vehicle. Firearms can only be transported on our ships if they are secured in a vehicle such as a car or motorhome or the ships designated secured holding area as applicable. They may not be transported with bicycles or motorbikes. Foot passengers may not transport firearms, ammunition or any other item considered to be a dangerous weapon.

You must not bring dangerous goods, including but not limited to gas cylinders, firearms or knives, on board without prior permission from us and without compliance with all applicable regulations and the obtaining of any relevant licences. You are advised to contact the Duty Operations Manager at the port of departure well in advance of travel. You will be asked to complete a “Notification of carriage of Weapons/Ammunition Form” indicating the type and quantity of firearms/ammunition.

Ammunition, a maximum of 1000 cartridges of UN Class 1.4S per vehicle, which should be carried in the original manufacturers packaging, is permitted. The maximum quantity of ammunition (UN Class 1.4S) is limited to 1000 cartridges/shells per vehicle, carried in the original manufacturers packaging, providing the passenger is authorised to hold such an amount on their Firearm certificate.

If your vehicle is fitted with gas cylinders, up to 3 gas cylinders may be carried, the combined weight of which must not exceed 47 kg; Butane/Propane (for lighting, cooking or heating purposes only), or Propane/Helium. The transport of petrol/diesel fuel cans on board is specifically forbidden, full or empty.

All cylinders, except when being used for medical purposes, must be adequately secured against movement of the ship with the supply disconnected and turned off. Purged cylinders require certificates to be produced.

If you are unsure about the type and range of goods permitted to be carried in a private vehicle not in commercial use, then you must contact us in advance, otherwise we may refuse you entry to the ship, without any liability on our part.

On arrival at the port, you must report to the Duty Manager and follow his/her instructions regarding loading and necessary storage of these goods. We are entitled to, for safety and security reasons, request a search of passengers and inspect their luggage when boarding and on board the ship.

In circumstances where dangerous goods or luggage is loaded without our knowledge, we may unload, render innocuous or destroy the goods or luggage, as the circumstances may require, without liability to pay compensation for the damages or loss of the goods or luggage. In addition, we may refuse the passenger to board and no refund shall be given on the booking.

Whether or not the passenger was aware of the nature of the goods, the passenger shall fully indemnify DFDS against all claims, losses, damages or expenses arising in consequence of the carriage of such goods.

Vehicles carrying IMO classified dangerous goods may only be carried in accordance with the regulations described in DFDS Freight shipping conditions of carriage.

13. Your behaviour

a) It is important for the safety and comfort of all on board the ship and ashore in the terminals, that you behave properly at all times. Furthermore, that you exercise control over any other person for whom you are responsible. Your mental or physical state or attitude, or behaviour should not present a hazard or risk to yourself, to other passengers, the crew, or to property.

b) It is the duty of every person on board to respect the safety measures taken on board with regard to the seaworthiness of the ship and the safety of the person on board. You must pay attention to and comply with all regulations and notices relating to the safety and security of our ship, the crew and passengers, the terminal facilities and to immigration requirements and regulations.

c) We, the captain and the crew on board may make and enforce such reasonable rules as they see fit in order to preserve the safety, security, comfort and enjoyment of the passengers and crew. Such rules may vary from time to time and may be applied differently in different parts of the ship. For example, there are restrictions on the consumption of food and drink on board which you have carried with you, and you are not allowed to play loud music.

d) Cooking in cabins and use of domestic appliances such as irons is not permitted.

e) Due to the circumstances endangering the ship’s, the crew’s or the passengers’ safety we may decline your booking or refuse you boarding. We may also refuse you boarding, if your behaviour has been inappropriate during previous trips or if you are not following safety regulations or requirements.

f) Should you, or your vehicle cause damage to DFDS property in any way, howsoever caused within the terminals or on the ships, we reserve the right to recover monies from either you or your insurer where necessary.

g) Smoking, which includes e-cigarettes, is not permitted in any cabins on any DFDS’ ship. Smoking on board the ship is permitted in designated areas only, which are appropriately marked including the relevant signs. An additional €200/DKK1.500 minimum surcharge shall be applied for smoking in other than designated areas (which corresponds to our costs, including but not limited to the value of the cleaning services to be ordered by us).

h) Consumption of your own alcohol on board the ship is not permitted. This includes purchases from our Sea Shop on board. Only alcohol purchased from on board bars and restaurants, provided a receipt can prove this, may be consumed. Failure to obey this requirement shall result in an additional surcharge applied by us and correspond to the amount payable to the on board bars and restaurants should such alcohol be purchased there. Furthermore, an additional surcharge (which corresponds to the value of the cleaning services to be ordered by us) shall be charged for consumption of alcohol in the cabins or accommodation areas of the ship other than bars and restaurants.

i) Excessive intake of alcohol, where it is clear that the passenger may be a danger to themselves or others – possession and/or consumption of illegal drugs – are not allowed on board the ships.

j) All our employees, crew members and suppliers are under instructions to report any infringement of any regulation by any person. You are also advised that we will not tolerate abusive behaviour, in any form, towards the persons stated above or the rest of the passengers on board the ship.

k) In any of the circumstances described above, we reserve our rights to decline your booking, refuse you boarding and/or (where necessary) restrain you or remove you from the ship. We will owe you no liability in such circumstances as described above and you will be solely responsible for any of your own or our incurred costs. This also applies if you are being expelled because of breach of the rules of conduct laid down by carriers, hotels, resorts, the like and us.

l) You are also advised that additional requirements with regard to your behaviour and responsibility, supplementing those stated above, may vary from route to route. You are therefore kindly requested to familiarise yourselves with these additional requirements and observe them at all times.

14. Change or cancellation by you

You may have the opportunity to change and/or cancel certain types of bookings via our website or by telephoning us direct. The rules for changes/cancellations made by you may vary depending on the travel category as categorised below and in any event subject to availability. If we at the time of booking have informed you that change is not possible then the cost of the booking will be lost regardless of the time of change.

If you make changes in the route, date, time, passenger numbers, cabin or vehicle type there will be no price reduction applied and any increase in price from the original fare and the fare applicable on the day you make the amendment will be charged plus an amendment fee as set out in the tables.

Upon cancellation of packages and other travel arrangements, such as for example ferry bookings or Mini Cruises, you will incur charges (“cancellation charges”) on a scale related to the period of notice given to us. Any refund to which you are entitled on the cancellation of your booking will be subject to a deduction for cancellation charges as set out in the tables below.

No refunds are allowed on lost or unused confirmation advice/travel documents, vouchers or hotel coupons. Please note that no refunds can be given on pre-paid meals unless cancelled at least 48 hours before departure.

MiniCruises can only be initiated from the destination listed on the confirmation advice. If you do not commence the outward journey, this will result in a cancellation of the entire booking. MiniCruises cannot be used as one-way journeys.

Alterations requested 8 weeks or less before departure, which involves the change or cancellation of any accommodation overseas, will be treated as a cancellation by you.

Cancellations must be notified to us in writing (in email or mail) or by telephone stating the booking number. Alternatively, you can cancel some types of booking via our website. If you cancel a confirmed booking you will forfeit your personal travel insurance premium and have to pay the following charges, as set out in the tables below, calculated from the date we receive your notification and by reference to the total invoice price of the holiday, including supplements. The cost of any service fee, booking fee and potential credit card fees is non-refundable if a booking is refunded as a result of a cancellation.

Any refund to which you are entitled to under the cancellation terms of your booking must be made in writing within 3 months, calculated from the date of cancellation of your booking.

15. Changes, cancellations or delays by us

All departure and arrival times and the identity of ships shown in our literature, our website and on any confirmation advice or voucher are estimates only and cannot be guaranteed.

All our ships are subject to weather conditions and force majeure events. Timetables, routes and ships may be changed. Where necessary, we reserve the right to perform the carriage with a substitute ship and/or to deviate from the advertised timetable or route. We also reserve the right to cancel a confirmed booking.

Furthermore, we shall be at liberty to comply with any order or recommendations given by any Government or by a person, who under the terms of the War Risks insurance on the ship has the right to give such orders or recommendations, and compliance with such orders or recommendations shall not be deemed to be a deviation or breach of our obligations to you.

16. Our liability to you for injury, damage to luggage etc.

We shall always try to perform and serve you as best as we can so that your journey and any other services related to your booking and/or ordered by you are smooth and pleasant.

You are advised that the provisions of the Athens Convention are applicable. https://ec.europa.eu/transport/sites/transport/files/themes/passengers/maritime/doc/rights-in-case-of-accident.pdf.

The Athens Convention describes when we are liable and in most cases, these provisions limit our liability for death or personal injury or loss of or damage to luggage (including a vehicle) and makes special provision for valuables. In these cases, we are liable to pay the limited amount of compensation that you are entitled to in accordance with the Athens Convention.

According to the Athens Convention our liability shall in no case exceed (i) SDR 400,000 for death or injury of passengers, (ii) SDR 2,250 for loss of or damage to cabin luggage, (iii) SDR 12,700 for loss of or damage to vehicles including luggage carried in or on the vehicle, or (iv) SDR 3,375 for loss of or damage to luggage other than that mentioned in paragraphs (ii) and (iii) above. In case of terrorism/war, our liability is limited in accordance with IMO Guidelines set out in the Athens Convention’s Annex II.

Valuables and money

We do not accept any liability for loss of or damage to money, securities and other valuables, such as gold, silver, watches, jewels, jewellery and objects of art nor for live animals.

Deductible

We draw your attention to the fact that our liability to you shall be subject to a deductible of SDR 330 in the case of damage to a vehicle and SDR 149 per passenger in the case of loss of or damage to other luggage, such sum is to be deducted from the loss or damage.

Loss of mobility equipment

In case of loss or damage to mobility equipment or other similar purpose equipment, used by a disabled person or person with reduced mobility, where the incident causing the loss or damage was due to fault or neglect, we shall pay a compensation, corresponding costs of the repairs of the equipment concerned or, where applicable to its to the replacement value.

Limitation of liability

In all other cases, which are not covered by the limitations of the Athens Convention or any other mandatory law, including our liability for passengers and their luggage prior to embarkation and after disembarkation and for travels, accommodation and/or events ashore is limited to direct damages arising by our negligence, provided that the requirements of damages under applicable law is present. It thus implies that we are not responsible for a loss as a result of indirect or consequential damage.

This limitation also includes breach of contract, or negligence of our employees or suppliers acting within the scope of their authority.

For compensation in case of change/cancellation of packages, we refer to section 15 (Changes, cancellations or delays by us) and applicable package law.

We would like to draw your attention to the fact that, generally, we shall be under no liability to you at all if you fail to keep your contractual obligations due to your own faults/defaults or the faults/defaults of anybody else included in your booking; any unusual and unforeseeable circumstance beyond our control, the consequence of which could not have been avoided even if due care had been exercised; or weather conditions or force majeure events, which we or any supplier of services, even with all due care, could not foresee or forestall.

It is important for the payment of compensation for damages, that you notify us of any complaint or claim strictly in accordance with section 17 (Claims and complaints) below.

17. Claims and complaints

a) Contact the Guest Service on board

On the ship, we ask that you contact the Guest Service Centre if you have a complaint whilst on board. Our staff here will do whatever they can to find solutions to problems on board and compensate for experiences that have not lived up to your expectations. In this way, we are able to take care of the problem right away and, as far as it is possible, find a solution for you.

b) Luggage and vehicle

If your luggage or vehicle has been damaged you need to make us aware in the case of apparent damages before or during the time of disembarkation, and loss or damages which are not apparent, within 15 days from the time of disembarkation. If you fail to comply with this notification requirement, you shall be presumed unless the contrary is proved, to have received the luggage or vehicle undamaged.

Any visible damages to the vehicle must be reported to a ship’s officer so that we are able to issue you a vehicle damage report. If you fail to comply with this, you shall be presumed – unless the contrary is proved – to have received the vehicle undamaged.

c) Contact the hotel/resort

If you have questions regarding your accommodation and the like on the destination itself, we recommend you contact the hotel/resort reception or the DFDS office that you booked through. Complaints may be rejected if you have failed to make contact during the stay as stated above and thereby denied DFDS the opportunity to correct any deficiencies.

d) Contact customer service upon returning home

In the unlikely event that a problem cannot be resolved on board or at the destination itself, and you feel that you have complaint against us, you are most welcome to contact our customer service by phone or in writing.

We ask you to contact us within a reasonable time after you discovered the lack of conformity (or was advised by us of the change/cancellation) and no later than 2 months from the date on which the journey took place or where a service should have been performed, except those cases:

• Listed in the Athens Convention where the written notice must be given within the shorter period specified therein or
• Where the notice can be given within a longer period as set out in the applicable mandatory law.

You can send your complaint to our customer service in writing or via email: [email protected]. When submitting your complaint you must write your booking confirmation number in the subject line of the email and advise us of your day and evening telephone numbers. In this way, we are able to investigate the matter fully and give you a proper reply as soon as possible. Within 1 month of receipt of the complaint, we will notify you if the complaint has been substantiated, rejected or is still being considered.

If, despite our best efforts and having followed the above procedure for reporting and resolving your complaint in regard to a Package Holidays, you feel that it has not been satisfactorily settled, we may recommend that it is referred to ABTOT’s arbitration service.

Is your complaint about a booking you bought online? If it is, you can complain using this site: https://webgate.ec.europa.eu/odr. You will need to choose a dispute resolution body to deal with the complaint. This is something you and DFDS have to agree on.

e) Passenger rights complaint

If you want to make a complaint to DFDS regarding your passenger rights set out in EU Regulation 1177/2010, you should submit your complaint within 2 months from the original service. Within 1 month of receiving the complaint, DFDS will inform you that your complaint has been substantiated, rejected or is still being considered. The time taken to provide the final reply will not be longer than 2 months from the receipt of the complaint.

Within the UK, if it cannot be resolved in this way or if DFDS has not provided a final reply to you within 2 months from the receipt of the complaint, the complaint may then be referred to the appropriate voluntary Complaint Handling Body (CHB). Most complaints will be resolved at one of these two stages, however, if this is not possible, the complaint may then be investigated by the National Enforcement Body (NEB), who will consider whether there has been a breach of the EU Regulation. The Maritime and Coastguard Agency (MCA) will operate as the National Enforcement Body for the whole of the UK. All complaints that are upheld by the CHB involving a breach of the Regulation are to be reported to the NEB.

If you have not received a response within 2 months, or you are not satisfied with the response, you may choose to proceed with the case. If you wish to complain: send your complaint to ABTA Ltd: https://www.abta.com.

The competent NEB is the NEB of the EU country of departure. If you wish to complain about a travel from another EU port to United Kingdom, you are free to complain to the authority in the EU country in question: https://ec.europa.eu/transport/sites/transport/files/themes/passengers/maritime/doc/2010\_1177\_national\_enforcement\_bodies.pdf.

f) Time-bar

Be aware that mandatory time limits for lodging any claims are established by applicable mandatory law or conventions.

Claims under the Athens Convention must be notified within two years of the incident giving rise to the claim. If not, then the right to claim is extinguished upon the expiry of the two year period.

18. Data protection

We will register personal data you give us in connection with your booking. All registered personal data will be processed in accordance with applicable data protection laws. We refer to our Privacy Policy, see: http://www.dfds.co.uk/legal for additional information.

If you would like to know what personal information we hold about you, please contact us.

If, as a result of you or one of your travelling party breaching these Conditions, we can after a thorough process place your name on our banned customer list. We will hold such information as is required (your name, date of birth and passport number) to enable us to prevent subsequent bookings by you, for as long as we consider appropriate. Your information will not be held for longer than necessary.

19. Financial security

The Association of Bonded Travel Organisers Trust Limited (ABTOT) provides financial protection under The Package Travel and Linked Travel Arrangements Regulations 2018 for DFDS 5448 and in the event of their insolvency, protection is provided for:

• Non-flight packages for the Newcastle to Amsterdam route and Eastern Channel route only

ABTOT cover provides for a refund in the event you have not yet travelled or repatriation if transportation was included in your package. Please note that bookings made outside the UK are only protected by ABTOT when purchased directly with DFDS.

In the unlikely event that you require assistance whilst abroad due to our financial failure, please call our 24/7 helpline on 01702 811397 and advise you are a customer of an ABTOT protected travel company.

You can access The Package Travel and Linked Travel Arrangements Regulations 2018 here: https://www.legislation.gov.uk/uksi/2018/634/contents/made

20. Carriage of goods with DFDS’ ships

The carriage of goods and other commercial business-to-business relationships concerning the carriage of goods and commercial vehicles are subject to DFDS general sea freight conditions of carriage (North Sea Freight Conditions of Carriage), see: http://www.dfds.com/legal. These conditions will govern your and our relationship in respect of the carriage of the goods mentioned at this section.

DFDS reserves the right to charge a calculated freight tariff for cargo which is carried in conflict with these Conditions and assumes no responsibility for any consequences thereof. This especially applies to any goods carried in excess of the allowed amount per vehicle and commercial goods, which does not belong to the passenger him- or herself or is intended for resale/processing. Passengers are obliged to pay customs and taxes for the goods in accordance with the applicable law in the port of arrival.

21. Law and jurisdiction

All disputes and matters howsoever arising between the passenger and DFDS (including but not limited to disputes in connection with the booking and carriage and these Conditions) shall be subject to the laws of England and Wales and all disputes and matters howsoever arising between the passenger and DFDS (including but not limited to disputes in connection with the booking and carriage and these Conditions) shall be subject to the laws of England and Wales and disputes shall be determined by the competent court at the option of the passenger at

• The principal place of business of DFDS, or
• The place of the permanent residence of the passenger, if DFDS has a place of business in that country.

The provisions in this clause 21 is only applicable, unless otherwise follows from the Athens Convention or other mandatory law, convention or regulation.

Last update: 28/03/2025
Source: https://assets.ctfassets.net/mivicpf5zews/4DZmpaFlG8WwYI6080SOki/26588df22a419b9b75aec20ce73cd9c5/Terms\_Conditions\_UpdatedJan25.pdf