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?
What should passengers do if they feel their rights under Regulation 1177/2010 have been infringed?
- In the first instance passengers should direct their complaint to the relevant carrier or terminal operator.
- Complaints need be 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 carrier/terminal operator must respond to the passenger within 1 month to inform them 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.
If a passenger is dissatisfied with the reply received from the carrier or terminal operator and the complaint is not resolved, the passenger may appeal to the National Transport Authority, which is the designated enforcement body for Regulation 1177/2010 in Ireland.
Appeals can be sent to;
National Transport Authority
Maritime Passenger Rights
telephone: +353 (0)1 879 8300
Or fill in the form here – Passenger Rights Complaint Form
For more information: