Wasaline

General travel terms and conditions

1. Applicability

These terms and conditions are applicable to all trips made by the ferries of NLC Ferry Ab Oy (below “Wasaline”). In addition to these terms and conditions the following special terms and conditions may be applicable to the trip, depending on the type of travel:

• Special terms and conditions for route and cruise trips, which can be found here
• Terms and conditions for package travel, which can be found here
• Special terms and conditions for conference and group trips, which can be found here
• General terms of transport, which can be found here
• General terms of freight, which can be found here

2. Certificates of identity, visa and residence permit

All passengers shall prepare for security checks in the terminals including e.g. identity check in a reliable manner with a valid identity card. Nordic citizens do not have to carry a passport, but other passengers might be requested to prove their identity with a passport. Valid identification documents are:

• Passport (citizens in all countries)
• Driver’s license (Nordic citizens)
• Identity card with picture (Schengen-EU/EES-citizens)
• Social Insurance Institution card with picture (Finnish citizens)
• Alien’s passport
• Travel documents for a refugee

The obligation to be able to prove one’s identity concerns all passengers, also those from which no actual travel documents are required. A passenger not being able or refusing to prove their identity upon request, will not be allowed to embark the ship.

Passengers under 18 years travelling with parents or a guardian, are not responsible to keep a valid identity card with them. Passengers under 18 years old travelling alone are however obliged to be able to prove their identity upon request.

In addition to the above-mentioned requirements, the passengers should observe that e.g. hotels and camping sites may require a visitor to prove one’s nationality with passport upon request according to the Schengen rules.

Passengers being obliged to have a visa or whose stay in Finland or Sweden is based on a residence permit, should always be able to prove their identity with a passport.

3. Cancellation

Cancellations are primarily made online. Log in to your booking by using the information you received in the confirmation email. If necessary, you can contact our personnel by e-mail at [email protected] or call the telephone booking. For a cancellation of a conference or group booking please contact us via e-mail at [email protected]. A cancellation made by e-mail is considered to have been made on the day when the written message was received by Wasaline. Please note that emails are read Monday to Friday during office hours.

When cancelling a return leg for a booked roundtrip, in addition to the terms mentioned in this section, the special terms and conditions relating to the specific trip type are applied. No refund will be made for a started trip.

If the first leg of a trip has not been used or has been cancelled, Wasaline has the right to cancel the returning trip. In such a situation Wasaline has the right to charge the entire roundtrip.

In addition to the above mentioned terms, the special terms and conditions for the travel type in question shall apply to the cancellation of the trip together with the mandatory laws and regulations. Unless a right of cancellation is set forth in the special terms and conditions or in the mandatory laws and regulations, the trip booked cannot be cancelled.

Regardless of the applicable special terms and conditions, if any, passengers who fail to show up for their trip at the requested time without cancelling or without being able to cancel their trip or who are unable to attend the trip due to missing documents which the passenger is responsible to have available, such as necessary travel documents and/or passport or visa, will not be entitled to a refund.

4. Vehicles

When making a booking for a vehicle, information regarding its type and measurements (height and length) is required. Prices for vehicles, which can be found here, and other prices for vehicles presented in advertisements and brochures, concern passenger vehicles only.

If a booked vehicle is found to exceed the given measurements, or the vehicle is registered as a freight vehicle, the customer will be charged for the vehicle with the correct measurements or according to the freight rates. Wasaline will strive to book a new place for the vehicle exceeding the given measurements, but availability cannot be guaranteed. Vehicles transporting goods in commercial purposes and vehicles registered for goods transportation must always be booked as freight vehicles. The special terms and conditions applicable to freight vehicles can be found here.

We do not accept damaged electrical-, hybrid- or gas-vehicles. Transportation of these is arranged with authorised repair shop and insurance company.

5. Age Limits

Identity check:

Passengers must be able to prove their identity and age upon request. Valid identification documents are passport, driver’s license (Nordic citizens), identity card or Social Insurance Institution card with picture (Finnish citizens). Passenger information requested by law must be given when during booking, and the information will be controlled at check-in.

The term cruise refers to a trip when both the outbound and return trip occur on the same date. Please notice that a trip with a morning departure and late evening return is also considered a day cruise, as long as both departures occur on the same date.

Scheduled trips:

Children and youngsters under 18 years can travel alone on scheduled trips if they have a written permit from their parent or guardian. The travel permit has to be given using Wasaline’s form, which can be found here. The contact information of the parent or guardian has to be visible on the travel permit form to allow confirming of the permit e.g. by phone. The permit has to be presented together with the boarding card when embarking the ship.

Cruises and hotel packages:

Age limit for all types of cruises and hotel packages is 18 years.

Underage persons can travel on a cruise with a guardian. The guardian can be:

• Parents, step-parents or guardian
• Grandparents
• Parents’ siblings (aunt, uncle)

Friends of children in the same company

When children travel with their parents, guardian, step-parents or grandparents, friends of children can travel in the same company.

Accompanying underage persons must have a travel permit with them. The form can be found here. They must also be able to prove their identity upon request.

The guardian is responsible for the children and other underage persons travelling together with the guardian during the trip.

6. Payment Conditions

When the trip is booked via internet/a mobile device, the trip can be paid by following the instructions in the online-booking or in the port of departure.

If the payment can’t be made in any of the above-mentioned ways, the passenger and Wasaline can agree that the ticket is redeemed in the port of departure. Wasaline recommends paying in advance to avoid slow check-in.

7. Ticket control and embarking the ship

The ticket shall be exchanged to a boarding card in the check-in. The boarding card shall be presented when embarking.

Passengers with a paid journey and a boarding QR code (printed out or stored digitally on mobile device) can proceed to gate.

Attendants are usually not allowed to embark the ship. In case an attendant is necessary, please contact Wasaline’s sales department or check-in in advance to agree embarking. Wasaline can always on its own discretion decide to forbid the attendant to embark the ship.

Passengers travelling without a vehicle shall be at the terminal at the latest 30 minutes before departure. The reservations of passengers arriving later are no longer valid.

Boarding begins approximately 40 minutes prior to the departure.

Passengers travelling with a vehicle shall be at the terminal at the latest one (1) hour before departure. Reservations for late arrivals are not guaranteed. In such situations the vehicle is put on a waiting list.

Passengers do not have access to the car deck during the trip.

8. Reservation and tickets

Reservations can be made in the following ways:

• Via the website of Wasaline (closes 3 hours before departure)
• Via the mobile application of Wasaline (closes 3 hours before departure)
• Via telephone:
  • In Finland: +358 (0)207 716 810 (10 EUR service fee / telephone booking)
  • In Sweden: +46 (0)90 18 52 00 (115 SEK service fee / telephone booking)
• Through travel agency

When making a reservation, the following information of all passengers must be given: last name, first name, gender, date of birth, nationality and information on possible functional- or other disabilities, e.g. reduced mobility. If the tickets are used at another time than originally planned, the reservation must be changed in accordance with the rules on cancellation. In addition, any change in price, due to different price seasons, is to be paid.

The ticket is personal and cannot be transferred to another person.

9. Instructions for disabled passengers

Wasaline strives to ensure all passengers, regardless of disability, a smooth, accessible and enjoyable travel with Wasaline vessels.

Wasaline offers general assistance service. If you are in need of more personal assistance, for example with meals, lifting, medication or toileting, you shall bring a personal assistant aboard. The personal assistant gets the passenger ticket free of charge. Due to safety reasons, the passenger shall inform Wasaline’s check-in of the need of a personal assistant and, when embarking the ship, inform the personnel of necessary personal- and cabin information.

Special assistance should be ordered when making the reservation or at the latest 48 hours prior to departure by contacting our customer service. Please inform us about the use of a wheelchair or other personal equipment. Passengers with pre-booked assistance should report to the personnel when arriving at the check-in area.

Passengers, whose ability to travel is weakened due to illness or other reasons, should consult their doctor regarding travel plans prior to booking of the trip.

Wasaline requests all passengers to ensure that the passenger has all necessary information before travelling and to be realistic about your need of assistance.

Guide and assistance dogs

When travelling with a guide or assistance dog, please notify the booking service when booking the trip or at the latest 48 hours before departure.

Be prepared to present a written proof of the dog’s training, if asked to do so.

Guide and assistance dogs should wear a west or quilt intended for the service. Guide and assistance dogs on duty are allowed in all passenger areas except allergy-free cabins.

Directions for disabled passengers travelling with a car

Passengers with limited mobility are asked to select Vehicle for disabled as the vehicle type in our booking system. Vehicles booked this way are assigned parking spaces near the passenger elevators. There is limited amount of spaces and they are assigned to vehicles that have arrived at check in at least 1 hour before departure. We cannot guarantee special parking spaces for vehicles arriving later.

10. Credit and debit cards

The following cards are accepted on board and in passenger terminals:

• EuroCard
• MasterCard
• VISA / Electron
• Amex (not accepted in Umeå terminal and at check-in kiosks)
• Finnish bank debit cards
• Swedish bank debit cards

11. Rules of conduct

To ensure everybody’s welfare and safety on board, all passengers must follow [these rules of conduct][1]:

• Passengers are liable for showing a valid boarding pass when boarding the ship and upon request even during the trip.
• Before or while boarding the ship, passengers may be subjected to security checks if necessary. Also the luggage or vehicle of passengers can be inspected. Passengers must follow the existing passport, visa or residence permit regulations at the port of departure and destination, and upon request produce certificates issued by authorities. If Wasaline becomes liable or otherwise affected due to missing travel or other documents of the passenger, the passenger is liable for the expenses incurred to Wasaline.
• Passengers can be denied boarding, if their travel documents are inadequate, or they are intoxicated or if they behave threateningly or are indecently dressed, or if they, according to other passengers, give offence, or for any other valid reason.
• The consumption of alcoholic beverages brought on board is forbidden. The possession and use of narcotics on board is forbidden.
• Passengers are not allowed to bring hazardous objects or materials on board. Lighting of fire on board (candles, gas stoves, etc.) is forbidden.
• The passenger must inform Wasaline check-in about weapons and ammunition before embarking the ship. Weapons and ammunition must be stored behind the information desk during the trip. The weapons will be handed over before arrival to the destination against receipt and ID. The passenger must show adequate gun licenses and other licenses for all weapons subject to licenses. In this context, a weapon means all objects that could cause a serious injury or which seem like it could cause serious damage. A weapon is thus also e.g. bows and imitations of weapons which reminds of real weapons in such a large extent that they could be mistaken for real weapons.
• Pets must stay in the designated areas or a separate animal cabin should be booked for the trip. Pets may not be taken into restaurants (with the exception of service dogs). Notice of possible pets has to be done when booking and the passenger is responsible for bringing necessary food and water bowls. The passenger is responsible for finding out eventual applicable import restrictions concerning the animals. The responsibility for the pet lies with the owner. Guide and assistance dogs should wear a west or quilt intended for the service. Guide and assistance dogs on duty are allowed in all passenger areas except allergy-free cabins.
• The passenger must always follow the instructions of the crew and the rules of conduct on the ship. The crew represents the captain of the ship regarding the keeping of order, safety and security on board. The crew of the ship is obliged to take action if the situation demands.
• During the trip, the behavior of passengers may not be disturbing or threatening to fellow passengers in any way. Passengers with decreased self-control, or who behave disturbingly and improperly, or who break security rules can be taken into custody for the rest of the trip.
• It is forbidden to consume alcoholic beverages purchased from the ship’s shop while on board.
• During the trip, passengers can stay only in the areas designated for passengers.
• Staying on the car deck, repairing vehicles, and handling fuel during the trip is forbidden.
• All movable property in the vehicle must be fastened properly.
• Instructions given by the crew on the car deck must be followed and the engine can be started only when it’s time to drive out. Flammable liquid cannot be stored in separate containers on the car deck.
• The valves of gas tanks of trailers and camper vans has to be closed during the trip.
• Any theft, burglary, or other illegal activity, such as shoplifting, taken place on board the ship will always be reported to the police. Any movable property in a cabin, such as bedclothes, pillows or chairs, must not be removed from the cabin.
• Passengers causing damage on board are liable to compensate such damages. Passengers who damage the ship’s safety equipment will be prosecuted. Passengers who cause false alarms or who deliberately damage alarm systems will always be reported to the police.
• While on board, passengers are not allowed to conduct business or other sales activities, to organize funds, to run lotteries or propaganda events, to agitate or give political speeches, unless agreed with Wasaline in advance.
• A passenger refers to any person who stays on board the ship and who does not belong to the crew of the ship.
• All public areas onboard are smoke free. With consideration of fire safety and general comfort, smoking is only allowed in outside areas marked with a “Smoking Area” sign.

12. Safety on board

We encourage passengers to get acquainted with the safety instructions of the ship. At departure, a short information is given regarding the safety instructions and lifesaving equipment on the ship. The crew is always prepared to answer questions regarding safety. Wasaline’s safety management system is constructed according to the international safety code, ISM-Code, and it’s approved and certified by Traficom.

Wasaline has the right to check the luggage of the passengers both in the terminals and before embarking, and anytime during the trip. Wasaline reserves the right to refuse to transport a passenger who, due to intoxication or due to other reasons can cause damage to Wasaline or to other passengers or who, in some other way can harm the rights of Wasaline or other passengers. All passengers must always follow the safety instructions given by the crew.

13. Sending information

By accepting the conditions of travel, you agree to receive information via e-mail and text message, such as notices concerning trips, cruises, news, competitions, offers etc. from the Wasaline group. The newsletter may be cancelled at any time by following the instructions on an e-mail. Your e-mail address and other contact information will be saved in a database together with your other contact information which will be handled according to the EU General Data Protection Regulation and in accordance with laws concerning data protection.

14. Time difference and time onboard

Arrival and departure times are always indicated in local time. Finland is one hour ahead (+1 h) of Sweden. Time onboard is Finnish time.

15. Passenger Rights

Below with italics is a summary in accordance with article 23 part 2 of the regulation (EU) No 1177/2010 of provisions concerning the rights of passengers when travelling by sea and inland waterways. This summary has no independent validity – the exact rights of the passengers are always determined by the EU-regulation No 1177/2010. The named EU-regulation is available in its entirety here.

Regulation (EU) No 1177/2010 concerning the rights of passengers when travelling by sea and inland waterway becomes applicable on 18 December 2012.

It provides for a minimum set of rights for passengers travelling

• on passenger services where the port of embarkation is situated in a Member State,
• on passenger services operated by Union carriers from a port situated in a third country to a port situated in a Member State and
• on a cruise where the port of embarkation is situated in a Member State.

The Regulation does however, not apply to certain categories of waterborne transport services.

Regulation (EU) No 1177/2010 does not preclude passengers from claiming damages before national courts in accordance with national law in respect of individualised damages resulting from cancellation or delay of transport services.

Right to information

All passengers travelling by sea or inland waterways have the right to adequate information throughout their travel. That right includes the right to be informed on passenger rights and contact details of the national enforcement bodies, and on the conditions of access to transport for disabled persons and persons with reduced mobility.

In the event of cancellation or delay in departure, passengers have the right to be informed of the delay or cancellation by the carrier or terminal operator no later than 30 minutes after the scheduled time of departure and of the estimated departure and arrival time as soon as that information becomes available

Right to non-discriminatory contract conditions

All persons have the right not to be discriminated directly or indirectly based on their nationality or the place of the establishment of the carrier or ticket vendor within the Union when purchasing tickets of waterborne passenger transport services and cruises.

Right to care and assistance

In case of delay of more than 90 minutes or cancellation of a passenger service or cruise, and where reasonably possible, passengers shall be offered free of charge snacks, meals or refreshments in reasonable relation to the waiting time.

Where the delay or cancellation of a departure necessitates one or more additional nights of stay for the passenger, he or she shall be offered adequate accommodation free of charge on board or ashore by the carrier and transport to and from the port terminal to the place of accommodation. Where a carrier proves that the cancellation or delay is caused by weather conditions endangering the safe operation of the ship, he is relieved of the obligation to offer free accommodation.

The passenger is not entitled to assistance by the carrier, if he or she was informed of the cancellation or delay before the purchase of the ticket or where the cancellation or delay is caused by the fault of the passenger.

Right to re-routing and reimbursement in case of cancellation or delay of departure

In case of a delay of more than 90 minutes as compared to the scheduled time of departure or cancellation of a passenger service, passengers have a right to choose between:

• re-routing to the final destination at no additional cost at the earliest opportunity under comparable conditions and
• reimbursement of the ticket price combined, where relevant, with a free of charge return service at the earliest opportunity to the first point of departure set out in the transport contract.

Right to request partial compensation of the ticket price in case of delay in arrival to the final destination

• Passengers may request the compensation of 25% of the ticket price from the carrier, where the delay in arrival to the final destination exceeds
• 1 hour in case of a scheduled journey of up to 4 hours;
• 2 hours in case of a scheduled journey of more than 4 hours, but not exceeding 8 hours;
• 3 hours in case of a scheduled journey of more than 8 hours, but not exceeding 24 hours; or
• 6 hours in case of a scheduled journey of more than 24 hours.

Passengers may request the compensation of 50% of the ticket price from the carrier, where the delay in arrival to the final destination exceeds

• 2 hours in case of a scheduled journey of up to 4 hours;
• 4 hours in case of a scheduled journey of more than 4 hours, but not exceeding 8 hours;
• 6 hours in case of a scheduled journey of more than 8 hours, but not exceeding 24 hours; or
• 12 hours in case of a schedule journey of more than 24 hours.

The carrier is however relieved of the obligation to pay compensation to passengers in case of delay in arrival, if he proves that the delay resulted from weather conditions endangering the safe operation of the ship or from extraordinary circumstances hindering the performance of a passenger service which could not have been reasonably avoided.

Rights of disabled passengers and passengers with reduced mobility

Besides the general passenger rights, disabled persons and persons with reduced mobility have the following rights when travelling by waterborne transport so as to provide them with a right to transport on an equal footing with other passengers:

1. a) Right to access to transport for disabled persons and persons with reduced mobility without any discrimination

Carriers, travel agents and tour operators may not refuse to accept a reservation, to provide a ticket or to embark persons on the grounds of their disability or reduced mobility.

Where it is not possible to carry a disabled person or a person with reduced mobility on board a ship for safety reasons or due to the impossibility of embarkation resulting from the design of the ship or port infrastructure and equipment, carriers, travel agents and tour operators have to make all reasonable efforts to propose the person concerned an acceptable alternative transport. Disabled persons and persons with reduced mobility who hold a reservation, who have notified the carrier of their specific needs but are still denied boarding may choose between reimbursement and re-routing, the latter being conditional on the fulfilment of safety requirements.

Carriers, travel agents or tour operators may not ask disabled persons or persons with reduced mobility to pay a higher cost for reservations or tickets. Tickets and reservations shall be offered to the disabled persons or persons with reduced mobility under the same conditions as to other passengers.

The carriers and terminal operators shall have in place non-discriminatory access conditions for the transport of disabled persons, persons with reduced mobility and accompanying persons.

1. b) Right to special assistance

Disabled persons and persons with reduced mobility have the right to free of charge assistance by carriers and terminal operators in ports and on board ships, including with embarkation and disembarkation.

Disabled persons and persons with reduced mobility have to notify the carrier at the time of reservation or advance purchase of the ticket of their specific needs regarding accommodation, seating, required services or their need to bring medical equipment. For any other assistance the disabled persons and persons with reduced mobility need to notify the carrier or terminal operator at least 48 hours in advance and have to present themselves at an agreed time ahead of the published embarkation time at a designated point.

1. c) Right to compensation for loss of or damage to mobility equipment

Where a carrier or terminal operator has caused loss or damaged of mobility equipment or other specific equipment used by a disabled person or a person with reduced mobility due to his neglect or fault, he has to pay the disabled person or the person with reduced mobility a compensation corresponding to the replacement value of the equipment concerned or, where it is possible to repair that equipment, the costs relating to repairs.

Right to submit complaints to the carriers and national enforcement bodies (NEBs)

Passengers may submit complaints to the carriers and terminal operators within two months from the date on which the service was performed or when it should have been performed.

The carrier or terminal operator has to have a complaint handling system in place. Within that framework he has to notify the passenger within 1 month of receipt of the complaint whether he considers the complaint to be substantiated, rejected or still considered. The carrier or terminal operator has to provide the passenger with a final reply within 2 months of receipt of the complaint

Passengers may submit complaints about alleged infringements of Regulation (EU) No 1177/2010 to national enforcement bodies.

Enforcement of passenger rights by NEBs and comparable mechanisms

Within Member States the designated national enforcement bodies shall enforce the rights and obligations set out in Regulation (EU) No 1177/2010 as regards passenger services and cruises from ports situated on the territory of that Member State and passenger services from a third country to such ports.

Where a Member State has decided to exempt passenger transport services covered by public service contracts or integrated services from the scope of application of the Regulation, it will need to ensure that a comparable mechanism of enforcement of passenger rights has been put in place.

1 The summary is prepared in accordance with article 23 section 2 Regulation (EU) No 1177/2010. The summary does not have independent validity.

2 Cruise passengers does not have right to a new travel route or to get a refund of the ticket price if the departure is cancelled or delayed and does not have right to compensation if the arrival is delayed.

3 This Regulation shall not apply on ships certified to carry a maximum of 12 passengers, on ships which have a crew responsible for the operation of the ship composed of not more than three persons or where the distance of the overall passenger service is less than 500 metres, one way; on excursion and sightseeing tours other than cruises; or on ships not propelled by mechanical means as well as original, and individual replicas of, historical passenger ships designed before 1965, built predominantly with the original materials, certified to carry up to 36 passengers.

Member States may, until December 17th 2014, exempt from the application of this Regulation seagoing ships of less than 300 gross tons operated in domestic transport, provided that the rights of passengers under this Regulation are adequately ensured under national law. Member States may exempt from the application of this Regulation passenger services covered by public service obligations, public service contracts or integrated services provided that the rights of passengers under this Regulation are comparably guaranteed under national law.

16. Compensation for damage

Wasaline is responsible for damages caused as a result of a death or injury that has occurred in a maritime accident, if it is not shown that the event has resulted from circumstances which Wasaline cannot have affected. Maritime accident refers to the shipwreck, capsizing, collision, grounding, explosion or fire of the ship or a fault in the ship. The nature of the event shall be such that it cannot have been avoided and its consequences prevented, and it shall be completely caused by a third party with intent to cause damage. If Wasaline is able to show that the damage was not due to Wasaline’s error or neglect, the liability shall be limited to a maximum of SDR 250,000. SDR (Special Drawing Right) is a unit of financial reserve developed and put forth by the International Monetary Fund (IMF). In other situations Wasaline shall also be liable for damage caused by a maritime accident exceeding that amount.

In connection with an event other than a maritime accident, Wasaline shall be responsible for damages that have occurred as a result of death or injury, if the event that caused the damage was due to Wasaline’s error or neglect. The burden of proof concerning the error or neglect lies with the party that suffered the damage.

Wasaline shall be responsible for damages that are caused by loss of or damage to hand luggage, if the event that caused the damage was due to Wasaline’s error or neglect. In case of a maritime accident the damage shall be considered to have been caused by error or neglect, in other situations the burden of proof concerning the error or neglect lies with the party that suffered the damage.

Regarding luggage other than hand luggage Wasaline shall be responsible for damages that have been caused by loss or damage due to Wasaline’s error or neglect. The burden of proof concerning the error or neglect lies with the party that suffered the damage.

According to the above sections, Wasaline’s responsibility requires that the damage has occurred due to an event that has taken place during the trip. The party that has suffered damage shall be able to prove the extent of damage and that the damage has occurred during the sea voyage.

Wasaline is responsible for damage caused by the passenger or their luggage being late, if the damage has been caused due to error or neglect by Wasaline or another party for which Wasaline is responsible.

The following statutory deductibles are applicable to a passenger’s loss or damage:

• SDR 20 for damages caused by being late
• SDR 330 each damaged vehicle
• SDR 149 other damage to luggage

The aforementioned limitations and reservations apply also to the benefit of the officers and crew of the ship, suppliers and agents, stevedores and other parties for which Wasaline is responsible. This applies even if a demand presented to the carrier is not based on a contract on a trip.

Wasaline is not obliged to compensate for cash money, securities, art objects or other particularly valuable luggage, unless Wasaline has taken the property in special storage.

17. Presenting a claim for compensation

The passenger shall always notify Wasaline in writing after being informed about circumstances that possibly entitle to present a claim for compensation. The above mentioned written notice shall be done without undue delay after the passenger has become aware of the situation giving the right to present a claim for compensation. However no later than within the time limits mentioned below.

In case of obvious damage to luggage, the passenger shall, if hand luggage is in question, inform Wasaline about the damage in writing before or in connection with disembarkation and as for other luggage before or in connection with handing over of the luggage.

In case of damage not being clearly visible or loss of luggage, the passenger shall inform Wasaline about the damage or loss within 15 days from the date of disembarkation or handing over of luggage or on the date on which the luggage should have been handed over.

If the passenger fails to follow the above-mentioned directions, they shall be considered to have received the luggage undamaged, unless otherwise proved. It is not necessary to provide a written report, if the condition of the luggage has been checked or inspected together in connection with reception.

Any demands concerning damage that has occurred during sea transport shall lapse, unless actions are taken against Wasaline in lawful order in the following cases:

• a claim for compensation concerning a passenger’s death or injury, within two (2) years from the date on which disembarkation took place or should have taken place and, if the death occurred after disembarkation, within two (2) years from death but a maximum of three (3) years after disembarkation.
• a claim for compensation concerning loss or damage of luggage, including hand luggage, within two (2) years from the date on which the luggage were brought to land or, if the luggage have been lost during the trip, from the date on which they should have been brought to land.

18. Applicable law, settling of disputes and complaints

Passengers can contact the customer service of Wasaline by phone or e-mail in case of complaints.

Disputes concerning this contract may be filed, as chosen by the plaintiff, in general courts in Sweden or in Finland. The place of jurisdiction shall decide which country’s law shall be applied. A consumer has the right to refer the case to the Consumer Disputes Board for resolution. Additional information regarding the Consumer Disputes Board can be found here.

Special terms and conditions of route traffic and cruises

1. Scope

These NCL Ferry Ab Oy’s (hereinafter ”Wasaline”) special terms and conditions are applicable to Wasaline’s route traffic and cruises. These terms and conditions shall not be applied to trips that are subject to Wasaline’s terms and conditions of travel packages or special terms and conditions of conference and group travel packages.

2. Age limits

Age limit provisions set out in the general travel terms shall be applied to age limits on route traffic and cruises.

3. Terms and conditions for cancellation and changes to the trip

3.1 Change of booking

• Booking can be changed up to 2 hours before departure by contacting us by phone
• Following updates are considered as a change of booking:
  • Change of travel date
  • Change of direction of travel
  • Adding more passengers to a booking
  • Change of vehicle type
  • Adding a vehicle to a booking
• The removal of passengers or vehicles from a booking is considered as a cancellation. Possible refunds follow our rules of refund
• Meals, cabins and lounge seats can be cancelled without fees up to 48 hours before departure. Cancellations made after that are charged at full price
• If a change affects the total price of your booking, please contact us for a possible refund.  Refunds are processed within 1-2 weeks
• If you are unable to travel, please cancel or change your booking without delay. A trip that has been booked directly from Wasaline can be cancelled by:
  • Clicking the My booking link on the booking confirmation
  • Calling +358 207 716 810 or +46 90 185 200
  • Contacting us via e-mail at [email protected]

Please note that special cruises and campaigns may have deviating terms.

3.2 Cancellation

• A refund requires that the booking has been cancelled according to the cancellation policy below
• If you have booked via a travel agent, contact them for the cancellation
• Bookings paid online are refunded automatically according to our cancellation policy. Repayment is processed within few working days
• If you have any questions about refunds, please contact us:
  • By phone +358 207 716 810 or +46 90 185 200
  • Via e-mail at [email protected]
• Once a booking has been cancelled, it can not be changed or moved to another date

For paid reservations that are cancelled:

• Earlier than 30 days prior to departure, an administrative fee of 10 €/115 SEK is charged;
• Earlier than 7 days prior to departure, an administrative fee of 10% of the price or minimum of 10 €/115 SEK is charged
• Later than 7 days, but earlier than 48 hours prior to departure,  50 % of the price is charged
• Later than 48 hours prior to departure, full price of the reservation is charged

Special conditions for roundtrips:

• When cancelling a return leg for a booked roundtrip, in addition to the terms mentioned in this section, the special terms and conditions relating to the specific trip type are applied. No refund will be made for a started trip
• If the first leg of a trip has not been used or has been cancelled, Wasaline has the right to cancel the returning trip. In such a situation Wasaline has the right to charge the entire roundtrip

Please note that special cruises and campaigns may have deviating terms. Read the terms for hotel packages here

For all passengers, we recommend a travel insurance

Updated: 24/2/2025
Source: https://www.wasaline.com/en/travel-cancellation-and-transportation-terms/ (Partially Cited)