Terms and Conditions

1.General information

1.1 Legislation
The carriage of passengers and goods, including passengers’ vehicles, is governed by the Norwegian Maritime Code no. 39 of 24 June 1994 and any subsequent amendments thereof, as well as Fjord Line’s terms and conditions of transport which are posted on board and at the terminals.
If a passenger suffers bodily injury or damage to property, the carrier shall be liable for damages pursuant to current compensation regulations. If the injury or damage is caused by the passenger him-/herself or someone in his/her care, the provisions of section 2 of the Damage Compensation Act of 13 June 1969 shall apply.

1.2.
Fjord Line’s package tours are subject to the Package Tours Act of 25 August 1995, as well as the general terms and conditions for package tours of 1 October 1997 and subsequent amendments thereof as agreed between the Norwegian Travel Association/the Federation of Norwegian Commercial and Service Enterprises and the Consumer Ombudsman, with the exception of cancellation terms, for which we have different rules when an agreement is entered into. Fjord Line and the customer enter into a binding agreement when a journey is booked and confirmation issued. Fjord Line is a member of the Tour Guarantee Fund.

What is a package tour?
Package tours are events that consist of at least two of the following three elements;
transport
 accommodation
 “other tourism services” e.g., travel with accommodation for sporting or entertainment events.
The trip must include accommodation, or have a total duration of more than 24 hours. The event must be organised and marketed/sold at a single combined price. Cruises (round trips) do not constitute package tours.

1.3
Fjord Line reserves the right to change the prices and times given in this overview, and the right to raise prices as a result of changes in exchange rates, bunker prices or taxes and expenses levied by the state. Fjord Line also reserves the right to make changes to the timetables and sailing routes of Fjord Line’s ships.
Fjord Line accepts no responsibility or liability in the event of delays or disrupted operation. Fjord Line is entitled to cancel sailings due to weather conditions or other circumstances for which Fjord Line cannot be held responsible, in return for refunding the ticket price or transferring the affected party to the next available departure.
Fjord line accepts no responsibility or liability for circumstances beyond the control of the company.
Not does Fjord Line accept liability for any complications and expenses that might arise if passengers arrive too late for departure, lack the required travel documents (e.g. passport, visa), refuse to comply with the captain’s instructions, or do not disembark at the agreed port, provided that Fjord Line is not to blame for the situation. 

1.4
1. For transport of passengers and goods, including passengers’ vehicles, the regulations in the Norwegian Maritime Code and Fjord Line’s transport terms and conditions apply. These are included in part in this form and are posted in full on board and at the terminals.

2. The regulations in the Norwegian Maritime Code apply to the transport of goods under Waybill or a bill of lading, etc.

3. Individual drivers are responsible for ensuring that vehicles are parked in the spaces indicated and that they are secured by hand brake. The car must be put into the lowest gear, the alarm must be switched off and the car must be locked.

4. Fjord Line accepts no liability for incidents that take place prior to boarding or after passengers have disembarked. The same applies to luggage in passengers’ possession.  Fjord Line accepts no liability for the transport of live animals as luggage.

5. Fjord Line accepts no liability for money, securities or other valuables such as gold, silver, jewellery, art objects, etc. unless Fjord Line has received these goods for safekeeping.

6. It is not permitted to bring guns, ammunition, explosives and other dangerous goods on board without the prior written consent of Fjord Line. Dangerous goods must be appropriately labelled. This also applies to the vehicles carrying the dangerous goods.

7. Fjord Line reserves the right to transport goods on a different ship than the one specified.

8. Fjord Line is entitled to refuse to allow a passenger to board or to transport a passenger ashore during the journey if the captain deems the passenger to be unfit for travel or that he/she poses a threat to his/her own or other people's safety. For passengers refusing to leave the ship on captains orders due to inappropriate behaviour, or posting a threat to his/her own or other passengers safety, or passengers who are denied boarding, tickets are not reimbursed.

9. Please pay particular attention to the Norwegian Maritime Code’s regulations relating to limitation of liability in relation to both passengers and goods.

10. Any dispute and/or claim that arises on the basis of the transport agreement will be settled by action against Fjord Line AS, Skoltegrunnskaien, NO-5003 Bergen, in Bergen District Court, which the parties shall accept as the proper legal venue for the case. Disputes and claims shall thereby also be subject to Norwegian Law.

2. Tickets

2.1  Booking
Bookings can be made via our website, at Fjord Line’s offices or via travel agencies and agents. Please note that if a booking is made over the phone to Fjord Line’s offices, an administration fee of EUR 10,- is charged per booking. Our passengers are encouraged to book well in advance of the departure date. If a trip is purchased in Denmark or Germany, the prices and terms and conditions stipulated in the relevant country's price list apply (if a trip is paid for in Norway and Norway is the point of departure, then payment in a foreign currency shall not mean that another country’s legislation/regulations will apply).
The person making the booking must provide their full name, address, nationality and mobile telephone number as well as the name and date of birth of all persons travelling. Vehicles: The vehicle’s type (passenger car, van etc.), registration number and total length (incl. luggage on roof racks, and any trailer), shall be stated. Failure to submit correct measurements for vehicles, may result in cancellation of the bookings in question and no reimbursement of tickets.  For vehicles without drivers, removal loads, exhibition materials, horse trailers etc., please contact Fjord Line’s cargo department. The phone number to Cargo  is (+ 47) 5146 4000.

2.2 Booking accommodation (hotels etc.)
If Fjord Line needs to book overnight accommodation, the booking is binding for the guest from the time that Fjord line receives confirmation from the place of accommodation.

2.3 Payment
The whole trip shall be paid for by cash/credit card when it is booked at the counter. Trips must be paid for by credit card when they are booked online or over the phone to Fjord Line's offices.

2.4 “Fluctuating prices”
The price of the various departures is governed by supply and demand, and prices will therefore vary from departure to departure, and from season to season.
We operate with ”fluid pricing”, meaning our prices will change frequently according to on board capacity.
Discounts do not apply retroactively for tickets that have already been booked. 
When booking online: Your trip/ price is not confirmed until you have been given a reference number/ booking number on screen and payment has been processed and approved. If many customers are logged on to the www.fjordline.no / www.fjordline.dk / www.fjordline.de websites at the same time, prices may vary from when you start booking your ticket until your trip has been confirmed.

2.5 Confirmation/ticket
Fjord Line will only assume responsibility for price offers confirmed in the form of a ticket, invoice or other written confirmation. Booking confirmation will be sent free of charge by email. Confirmation sent by letter costs 6,- Euro.
 Once payment has been made, the emailed confirmation is a valid ticket.
The person making the booking is responsible for checking that the ticket is in agreement with  the desired booking. The ticket is only valid for the departure date shown on the ticket. Please note that the departure time is the time/date printed on the ticket, e.g. 01.30 means the early hours of the date stipulated.
You have a 24-hour time limit to cancel your booking from the time that the ticket is booked, this applies only as long as there are more than 48 hours to departure
 Unused tickets that have not been cancelled prior to departure will not be refunded (see cancellation rules).

3.0 Cancellation

3.1 groups (20 persons or more)

Cancellation 30 – 15 days prior to departure: 25 % of the total price of the journey.
Cancellation 14 – 7 days prior to departure: 50 % of the total price of the journey.
Cancellation less than 7 days prior to departure/ failure to turn up at departure: 100 % of the total price of the journey.

A reimbursement fee of  EUR 10,- per booking is also charged in connection with cancellations.

3.2 Package tours which include accommodation purchased through Fjord Line

Cancellation more than 30 days prior to departure: 10 % of the total price of the journey.
Cancellation 30 – 15 days prior to departure: 25 % of the total price of the journey.
Cancellation 14 – 7 days prior to departure: 50 % of the total price of the journey.
Cancellation less than 7 days prior to departure/ failure to turn up at departure: 100 % of the total price of the journey.

3.3 Cansellation for cruise
The journey must be paid for when it is booked. The trip can be changed for a fee (see point 5.0). No refund on cancellation.

3.4  Economy ticket
The journey must be paid for when it is booked. The trip can be changed for a fee (see point 5.0). No refund on cancellation.

3.5 Flex ticket
The journey must be paid when it is booked. The journey can be changed free of charge. Until 14 days of departure, a full refund is given for paid tickets. Less than 14 days and until 24 hours of departure 75% of the ticket value is refunded.
No refund is given if you cancel less than 24 hours before departure.

3.6 Cancellation protection:
Cancellation protection is optional and is not included in the price of the journey. Cancellation protection costs ca. EUR 10.-  per person and must be booked together with the journey. A prepaid cancellation insurance scheme entitles you to cancel your trip in the event of circumstances that prevent you from travelling or render the journey inappropriate, and covers serious illness, an injury or death affecting the person travelling, or members of his/her household or immediate family. The right to cancel also applies when the above-mentioned circumstances affect a person travelling as part of the insured person’s personal group of travelling companions, and if it is unreasonable to expect that the trip be carried out without the participation of the person in question.
Sudden and serious incidents which affect the customer or his/her travelling companions are regarded as being  equivalent to serious illness, see above, that render it unreasonable to expect the customer to travel.  Such incidents can include fire or water damage to real property etc. This right, as stipulated in the above-mentioned points, is contingent on the person travelling not having had any knowledge, nor should have had any knowledge, of the circumstances that caused the journey to not be cancelled, and that he/she has no responsibility for such incidents occurring.
The circumstances must be documented by a doctor's certificate, or a certificate from the police/insurance company, and must be marked with the booking number, and be sent to Fjord Line/agent within one week of the cancellation, at the latest. The person travelling will then be entitled to reimbursement of the paid amount, with a deduction for the cancellation protection fee. If the person travelling has purchased an option where the price of the journey is based on one or more persons sharing a room/apartment or cabin, the cancellation protection will cover any extra charges that may arise as a result of the person travelling not being able to complete the journey.
In such cases, Fjord line is entitled to move the other persons on the booking to a different, smaller room/cabin than was originally booked.
An additional administration fee of ca. EUR 10,- per person will be charged when this insurance is used.

4.0 Groups ( 20 persons or more )

We must receive a complete passenger list for group bookings (20 persons or more) within four weeks of departure, at the latest. The name of the group leader must be clearly stated when booking.
The person who books the ticket is responsible for paying for the entire booking. All bookings are binding. All cancellations or failure to turn up for departure will be administered pursuant to our general cancellation rules (see separate section), irrespective of whether the trip has been paid. Definition of a group is 20 people or more on a single order.

4.1 Group payment
Groups: Trips costing less than EUR 1300,- shall be paid immediately. For trips costing more than EUR 1300,- a deposit of 10% must be paid within seven days. The remaining amount is payable 30 days prior to departure. Fjord Line must receive payment before the trip commences, or the payment must be documented in the form of a receipt/bank confirmation. If a receipt cannot be produced, the trip must be paid for again at the check-in desk. If the payment terms and conditions are not met, Fjord Line has the right to declare the trip null and void and to resell the tickets.

5.0 Changes and non-appearance

5.1 Economy ticket:
An administration fee of NOK 600 (ca EUR 77,-) will be charged each time a departure date/departure time or route is changed.
An administration fee of NOK 200 ( ca EUR 26,-) will be charged for each change that is made to the booker’s name.
An administration fee of NOK 30 (ca EUR 4,-) will be charged if changes and aftersending are made to a vehicles’ registration number and changes of cabins/reclining chairs.
Any difference in price between the original and new ticket will be charged in addition. The difference will not be refunded if the customer changing to a new date results in a lower price than the original trip. If the trip is changed to a more expensive departure, the difference must be paid. Changes must be made within one year ahead of originally scheduled departure date.

5.2 Flex tickets
No fee is charged for changes to: the name of the person booking the trip, the number of persons travelling, car registration numbers, cabins/reclining chairs.No refund is given even if tickets are changed to lower price categories. If tickets are changed to higher price categories, the difference in price must be paid. Change must be made within one year ahead of originally scheduled departure date.

5.3 Cruise
An administration fee of EUR 77,- will be charged each time a departure date is changed.
An administration fee of EUR 26,- will be charged for each change that is made to the booker’s name and the number of persons travelling.
An administration fee of EUR 4,- will be charged if changes are made to a vehicles’ registration number or to cabins/reclining chairs.
Any difference in price between the original and new ticket will be charged in addition. The difference will not be refunded if the customer changing. Changes must be made within 6 (six) months ahead of originally scheduled departure date.

5.4 Package tours/Tickets with accommodation

An administration fee of EUR 77,- will be charged each time a departure date is changed.
An administration fee of EUR 26,- will be charged for each change that is made to the booker’s name and the number of persons travelling.
An administration fee of EUR 4,- will be charged if changes are made to a vehicles’ registration number or to cabins/reclining chairs.
Changing the date of packages which include accommodation less than 7 days prior to the originally booked departure and reductions in the number of persons included in a booking is considered cancellation, see separate section.

5.5 Failure to turn up
If you do not turn up for a departure without notifying Fjord Line, the whole trip is deemed to be cancelled and no refund will be given. If your booking includes a return journey, it will be automatically cancelled.

6. The operator’s right to cancel or make changes to the journey

6.1 The operator’s right to change the content of the journey
The operator cannot change the terms of the agreement or the journey’s specifications to the detriment of the customer after entering into an agreement, unless the operator has reserved the right to amend services/specifications specifically stated in the individual agreement, i.e. travel document or agreement document.
The operator is obliged to inform the customer in writing as soon as possible if it wishes to make amendments to conditions or specifications in accordance with this section. Furthermore, the operator shall at the same time inform the customer about his/her right to cancel the purchase of the journey if the amendments significantly reduce the quality of the customer’s journey, or that he/she is entitled to a discount if the quality of the journey will be reduced.  If the customer has not invoked this right within three days of receiving notification of the amendment, he/she will lose the right to cancel the purchase or demand a discount. If there are extenuating circumstances that make the customer unable to meet this deadline, the customer is obliged to give notification of this as quickly as possible and within a reasonable period of time.

6.2 Circumstances outside the operator’s control

6.3 For package tours
The operator can cancel a package tour without any liability for damages if the cancellation is due to circumstances outside the operator’s control, and which the operator could not reasonably have expected to take into consideration when the agreement was entered into, and which neither the operator nor anyone who is the operator’s responsibility, could have avoided or prevented the consequences of.  Examples of such circumstances include war or acts of war, natural disasters, dangerous contagious diseases, extensive industrial disputes, weather conditions or similar circumstances which render it unsafe to sail.
If a journey is cancelled prior to departure due to circumstances outside the operator’s control, the operator is obliged to reimburse the customer any amount paid without delay. Alternatively, the customer is entitled to accept a different package holiday if this is offered by the operator. If the package tour offered is more expensive than the original package tour, the difference must be paid by the customer. If it is cheaper, the customer can demand to have the difference refunded. In accordance with the terms and conditions stated in section 1, the operator is not liable for damages if the package tour is subject to a reduction in quality due to such circumstances occurring after the package tour has begun.
If the package tour is cut short by the operator or the customer due to such circumstances, the customer will nevertheless be entitled to a proportionate discount. As far as reasonably possible, the operator is obliged to eliminate any risks or disadvantages that can affect the customer.  If it is necessary to cancel the package tour, the operator is obliged to provide transport back to an agreed return destination at no cost and with as little detriment to the customer as possible. If the operator fails to comply with this and the customer must make his/her own arrangements for return travel, the operator will be liable for any additional costs incurred by the customer as a result.

6.4 For standard transport trips
The operator can cancel a trip without liability for damages if the cancellation is due to circumstances outside the control of the operator and which the operator could not reasonably have expected to take into consideration when the agreement was entered into, and which neither the operator nor anyone who is the operator’s responsibility could have avoided or prevented the consequences of.  Examples of such circumstances include war or acts of war, natural disasters, dangerous contagious diseases, extensive industrial disputes, weather conditions or similar circumstances that render it unsafe to sail.
If a journey is cancelled prior to departure due to circumstances outside the operator’s control, the operator is obliged to reimburse the customer for any amount paid without delay. Alternatively, the customer is entitled to accept a different journey if this is offered by the operator. If the replacement journey is more expensive than the original, the difference shall be paid by the customer. If it is cheaper, the customer can demand to have the difference refunded. In accordance with the terms and conditions stated in section 1, the operator will not be liable for damages if the journey suffers a reduction in quality due to such circumstances arising after the journey has commenced.

6.5 The operator’s right to cancel or change the trip
The operator can cancel an individual sailing in the event that the number of tickets sold or the occupancy rate does not meet the criteria stated in the separate terms and conditions for the sailing to go ahead. The deadline for this must be no less than 30 days prior to departure. Customers must receive written notification (via e-mail, sms or letter) of this type of cancellation by expiry of the deadline at the latest. The operator is obliged to notify the customer of cancellation pursuant to this point as quickly as possible. In the event of a cancellation pursuant to this point, the full amount paid by the customer shall be refunded without delay.

7.0 Age limit/children travelling alone:

The crew on board are not able to look after children travelling alone. To help ensure children’s safety, the lower age limit for travelling alone has been set to 18 for standard travel. On day-time sailings between Kristiansand-Hirtshals and Stavanger-Hirtshals from 07.15 and 16.30 in the summer season (with departure within this period), the age limit is 16.
Fjord Line's lower age limit for hotel packages/cruises is 20. Children and young people travelling accompanied by a parent or guardian over 30 years of age (minimum one parent/guardian per five children/adolescents on a cruise, one parent/guardian per ten children/adolescents on standard journeys).
People travelling as guardians must complete and submit a legal guardian form, available on request at our booking office and on our website, no later than two days prior to departure.

8.0 Cabins on night crossings

On night crossings, it is compulsory to book a cabin (or a reclining chair if available). Please note that on certain crossings cabins must be vacated a few hours before arrival. The time will be announced on board.
Passengers travelling with children are not permitted to book individual berths in a cabin unless the child is of the same sex as the parent (e.g. mother and daughter or father and son). Passengers travelling with children under four who do not require their own berth cannot book single berths in a cabin or reclining chairs, but must book a whole cabin. We do not recommend reclining chairs for children. Mattresses may not be brought into cabins and only a few cabins have enough space for a crib. Please contact our booking department for more information.
Occasionally our cabins may be subject to overbooking. Should such situation occur, the passengers affected by this will be entitled to claim financial compensation on board. The compensation is given to either a) the passenger directly affected or b) the passenger willing to waive his / her cabin

9.0 Check-in times

Bergen/Stavanger – Hirtshals
Passengers must check in at least 90 minutes before departure. . Innsjekk stenger 20 minutter før avgang. Check-in closes 20 minutes before departure.

Kristiansand – Hirtshals
Fremmøte skal skje senest 60 minutter før avgang hele året. Check-in closes 20 minutes before departure.

Fjord Line reserve the right to reject passengers arriving at a check-in counter after the specified check-in deadline. Fjord Line gives no refund for paid tickets for passengers not complying to the specified check-in times.

10.0 Domestic travel is not permitted

Due to Norwegian customs regulations, Fjord Line is not permitted to sell domestic trips, i.e. between two Norwegian ports.

11.0 Travel guarantee

Fjord Line complies with the regulations of the Package Tours Act of 25 August 1995, and has entered into a statutory financial guarantee with the Tour Guarantee Fund.

12.0 Luggage

Luggage weighing up to 50 kg or half a cubic metre in volume and which is to be stored in a vehicle during the crossing can be brought on board free of charge. Furniture, boxes, large suitcases etc. will be considered cargo and will be subject to freight charges in accordance with tariffs. Fjord Line Cargo must be contacted for this type of cargo. The phone number for Cargo is (+47) 51 46 4000.

12.1 The following can be booked via our website, or by phone:
 
Guests with and without luggage (luggage is defined as personal effects and equipment).
Passenger cars/vans/ camper vans with boats on trailers or on the roof. If the boat is merchandise, then the driver must contact Cargo for a cargo manifest.
Passenger cars/ van with a caravan or other trailer containing luggage. If the trailer is merchandise, the driver must contact Cargo for a cargo manifest.
Passenger cars/ vans with luggage or professional tools on a carnet (a carnet is a customs document that must be presented to the customs service in Norway and in Denmark). Luggage is defined as personal effects and equipment. If you bring professional tools on a carnet, you must contact Cargo for a cargo manifest.
Buses in service, with or without passengers.
Import vehicles with driver. The driver must contact Cargo for a cargo manifest, also if the driver has more than one import vehicle.
 
The following must be booked via Cargo on phone no. +47 5146 4000:

Customers bringing merchandise or equipment for use in a commercial enterprise.
Import vehicles without drivers.
Vans/passenger cars loaded with removal goods, merchandise or professional tools.
Buses as merchandise.
Horse vehicles (vehicle or trailer) with or without a horse.
Lorries weighing more than 3.5 tonnes.

13.0 Identification documents

Passengers are themselves responsible for any costs incurred if an entry permit is not granted by the destination country , e.g. due to lack of travel documents, passport, ID etc. This also applies to expenses incurred in connection with the return journey. All passengers (including children) must produce a valid ID with photo (passports are recommended) when entering Denmark, and this must correspond with the names on the tickets. Foreign nationals resident in Norway must produce a passport/visa when travelling in the Nordic countries. Citizens of countries outside EU/EEA must satisfy the requirements of the country being entered in terms of passport, visa, vaccinations etc. and are encouraged to contact their own authorities for advice on current regulations. Passengers are themselves responsible for obtaining the required travel documents. Failure to produce travel documents will be deemed as non-appearance and a refund will thus not be given.
The vehicle must display its origin by means of a country code. An international insurance certificate should be carried.

14.0 Complaints/claims deadlines

During the journey any complaints should be directed to the check-in desk, the ship's information desk or the accommodation provider's reception desk (for package holidays including accommodation purchased from Fjord Line) in order for the problem to be resolved immediately if possible. Any complaints are to be immediately directed to Fjord Line or travel agency/agent where the ticket was purchased. Any claims for compensation are to be forwarded in writing by letter or e-mail within four weeks of the day of departure at the latest. A copy of the ticket must be enclosed.

15.0 Transport of live animals

Transport of live animals is at the owner’s own risk. Please note that there are separate regulations for the import of animals. We recommend that a veterinary is consulted well ahead of departure, to ensure that the necessary conditions for import and export of animals are fulfilled. The Norwegian Health and Food authorities (?) are responsible for controlling live animals imported to Norway. Import and export regulations for animals may vary, please see www.mattilsynet.no for more information. All dogs and cats must have travel documents when travelling to and from countries within the EU/EEC, to get more information contact the Norwegian Healt and Food authorities(?).  The transport of small animals is permitted. A maximum of three pets/animals allowed per booking. Pets must be kept in the vehicle, in suitable cages (brought by the owner) on the car deck, or in the kennell (dogs only). Supervision during the crossing can be arranged with the crew on board. Animals may not be brought into public areas or cabins. We refer to Section 12.2 of transporting horses and horse vehicles.

16.0 Lost items

Personal belongings found on board will be kept for three months at our ticket office in Bergen/Kristiansand. However, we accept no responsibility for any such belongings. Fjord Line holds no passport/bankcards, these are sent to the police/ bank. After three months, items of value will be transferred to Hordaland police district or delivered to Fretex.

17.0 Safety

For safety reasons, passengers, luggage and vehicles can be searched before embarkation is permitted. If a passenger refuses to comply, he/she can be denied access and is not entitled to a refund. Fjord line is entitled to turn away anyone under the influence of alcohol or otherwise intoxicated. Such cases will be treated as cancellations.
During the crossing, Fjord Line is also entitled to take into custody any person who constitutes a danger or is a serious nuisance to his/her fellow passengers. Passenger’s who damage the shipping company’s property or cause the shipping company to become liable to other passengers, will be held responsible for such losses.

17.1 Blind/reduced sight/Oxygen-dependent passengers
Due to security measures, the passenger him-/herself must provide information about such conditions at the time of booking. Oxygen-dependent passengers must be escorted on long journeys. The ship’s captain must be informed of the location of the oxygen tank in case of fire.
Blind passengers can travel without escort and are welcome to bring guide dogs into certain types of cabin. Guide dogs are permitted in most areas on board. Capacity for guide dogs is limited.
The passenger is asked to contact the personnel on board if they require information about safety or the ship in general. Walking guide dogs during the crossing can be arranged with the crew on board. We ask passengers with guide dogs to show consideration to passengers with allergies on board.
It is also important to inform the crew about the need for assistance in the event of an emergency.