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Passengers rights when travelling by sea and inland waterway

The Council of the European Union and the European Parliament through Regulation 1177/2010 created rights for passenger when travelling by sea and inland waterway.

Rights under the Regulation apply from 18 December 2012.

The Regulation applies:

  • to vessels certified to carry more than 12 passengers and operated by a European Union Carrier;
  • where passengers must first direct their complaint to the relevant carrier or terminal operator;
  • where complaints are submitted to the carrier or terminal operator within 2 months of the date on which the service was performed or should have been performed. The Regulation includes provisions on non-discrimination and assistance for people with disabilities and reduced mobility similar to those already in force for rail and air passengers.

Information notes summarising Regulation 1177/2010 and its requirements have been prepared for stakeholders:

The Information Note for Passengers answers questions regarding:

  • What types of ships / services are affected by Regulation No. 1177/2010?
  • What information should I receive if my ferry is delayed or cancelled?
  • Am I entitled to compensation in the case of delay or cancellation?
  • As a disabled passenger /passenger with reduced mobility, what are my rights to transport?
  • Are there any exceptions to the above right to transport?
  • As a disabled passenger/passenger with reduced mobility, what sort of assistance am I entitled to?
  • What is the position when a disabled passenger/passenger with reduced mobility needs to be accompanied by another person?
  • What are the prior notification requirements if I need assistance during my journey?
  • What happens if mobility equipment is lost or damaged?

Other information notes for Carriers (Ship operators) and Terminal Operators/Port Operators have also been prepared.

What should passengers do if they feel their rights under Regulation 1177/2010 have been infringed?

Passengers should direct their complaint to the relevant carrier or terminal operator or the National Transport Authority.

  • Complaints need be submitted within 2 months of the date on which the service was performed or should have been performed.
  • You must receive a response within 1 month to inform you whether the complaint has been upheld, rejected or remains under investigation. A final reply must issue within 2 months of the date of receipt of the passenger’s complaint.

 

To refer your complaint to the National Transport Authority please contact:

National Transport Authority

Maritime Passenger Rights

Dún Scéine

Harcourt Lane

Dublin 2

telephone: +353 (0)1 879 8300

Or fill in the form here – Passenger Rights Complaint Form

 

NTA- Privacy Notice for Passengers’ Rights

 

For more information:

Information Note for Passengers

Information Note for Carriers (Ship operators)

Information Note for Terminal Operators/Port Operators

National Enforcement Body Reports

National Enforcement Body Report 2017

National Enforcement Body Activity Report 2015