Contact us

Frequently asked questions

• Booking/Tickets
• Payment
• Age
• On board
• Cabin (MS Bergensfjord)
• Tax Free
• Other
• Lost and found
• Check-in
• Terminal
• Handicap

Booking/Tickets

How can I book the trip?

You can book your trip online, through Fjord Line customer service on phone number +47 51 46 40 99, E-mail: info@fjordline.no or through travel agencies.
If you order by phone or e-mail, there will be a 10€ service fee. (This fee is included for our club members).

Can I make changes to my order?

You can, but this may cause you a changing fee. The size of the fee depends on the type of change you want to make and what type of ticket you have booked. Read more about this in our travel regulations point 5.0.

Can I book for another person?

Yes you can, but keep in mind that if you order the ticket, you are responsible for payment and the booking in general, even if you do not travel yourself.

Can I make a booking on the Internet even if I do not have credit cards?

Unfortunately not. Our online booking requires that you pay by credit card.

When do I receive my tickets?/How do I receive my tickets?

You will receive confirmation of the order by e-mail. This confirmation is valid as ticket when payment has been received by Fjord Line. If you do not have e-mail address or for other reasons would like travel documents sent by mail, a service fee of 10€ will apply.

I have not received tickets / travel documents. What do I do?

Contact us by phone or e-mail (by phone if short time before departure), and we will send travel documents by e-mail. A final possibility is that you write down the booking number and bring it for check in. Please note that if payment is not registered by Fjord Line, you will have to document that the tickets are paid to be allowed to travel.

Payment

Is it possible to pay for the trip on the day of departure?

No. The journey is to be paid in full when you order, either by credit card or cash-in counter. If you book online on www.fjordline.com credit card is the only valid form of payment.

When will my credit card be charged?

Your credit card will be charged when you place your order. The entire amount will be charged at the same time.

Age

Can people under the age limit travel alone if they get permission from parents?

No, unfortunately not. Our crew are not able to take care of children traveling alone.

What is the age limit for travelling with Fjord Line?

The lower age limit to travel alone is 18 years for standard travel. On day-time sailings between 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.

On board

Is there storage boxes on board?

Yes, on deck 4

Are there cold storage units & lockers on board for passengers to use?

Yes, on deck 4. Price: 2 x 10 NOK.

Freezers: gross/net (liter) 50/40. external measurements: (WxDxH/mm) 440x470x510.

Refrigerators: gross/net (liter) 66/50. external measurements: (WxDxH/mm) 440x470x510.

Is there an ATM on board?

Yes, at the reception on deck 3 (Dankort without VISA, American Express and Diners can not be used)

What currency can be used on board?

NOK, DKK and euro banknotes (not coins) can be used on the entire ship. (Coins, only Norwegian and Danish). Upon payment in euro you will receive change in NOK.

Do I need to get off the boat in Denmark/Norway or can I stay on board when I'm going back the same day?

All passengers must get off the boat. This is due to safety regulations.

Is it locked on cardeck during crossing?

Yes, it is locked.

Is there access to shower if you do not have a cabin?

No, you will only have access to a shower if you book a cabin.

Is there Internet connection on board?

On deck 3 there is an area with wireless Internet. Contact the reception on board for more information. There is also Internet access on the following cabin categories: N2D, N2 and N3.

Can I use mobile phone on board?

Yes. To make phone calls to Norway type +47 or 0047 before the number and +45 or 0045 to make calls to Denmark. You can call through our network the same way as other calls you make abroad. For exact pricing, please check with your home operator. As this is a satellite-based service, disturbances may occur. If this should happen, try again after a few minutes.

Is there a handicap toilet on board?

There is handicap toilet on the 3rd floor, and in the handicap cabins.

Is it allowed to smoke on board?

It is allowed to smoke in the Fisherman's Pub, all the other places, we have no smoking policy.

Cabin (MS Bergensfjord)

Do I need to book a cabin/seat?

On all night sailings, it is mandatory to book a cabin or seat. (On roundtrip cruises seat is not accepted). On departures from Hirtshals to Stavanger it is optional whether to order a cabin or not.

Is it possible to choose a particular cabin or location in the ship?

If you have a special wish on location, please let us know when making your order. We will try as best we can to fulfill these wishes, but makes no guarantees.

When will I know what cabin I have?

You will get your cabin number when you check in on departure day.

Is it legal to smoke in the cabin?

No. All our cabins are non-smoking. Only place where smoking is allowed inside the ship, is in the Fisherman's pub.

Are there specially equipped cabins for disabled?

Yes, we have 4 outside cabins with bed space for up to 4 people, that is specially equipped for disabled. These cabins are placed on deck 4 and 5. These cabins are generally reserved for wheelchair users.

Can I risk to get a cabin with no shower and toilet?

No, all our cabins are equipped with shower/wc

Can I risk to get a cabin below cardeck?

No, all of our cabins are on deck 4 and 5.

Is it possible to get a baby cot in the cabin?

It is possible to insert a baby cot in lux cabins, T2 cabins, Handicap cabins and Fjord Class cabins.
On all other cabin categories, it is not possible to insert a baby cot either for safety reasons or due to lack of space. If you want to use the ships baby cots, this should be ordered in advance. (for infants up to 1 year).

Tax Free

Where can I get the tax back when I have bought tax-free goods in tax-free shops in Denmark / Norway ?

You will get your money back at the reception on board. NOTE! Tax on goods that are purchased in Norway will not be refunded if you live in Norway, Sweden, Finland or Denmark. We work with Global refund. The smaller, such as Tax Norway, we do not accept on board.

How do you get back tax free goods that are forgotten on board?

If you forget your tax-free goods on board, you will not get them back. This according to customs rules.

Who should I contact if I want to complain on tax free goods bought on board?

The complaint must be sent via mail or letter with all relevant information. Complaints can be sent to Taxfree.Bergensfjord@fjordline.dk.

Other

I am blind. Can I bring a guide dog on board the ship?

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.

I want to have my dog with me to Denmark, what do I do?

The transport of small animals is permitted. Animals must remain in vehicles or in appropriate cages/boxes (not provided) on the car deck throughout the crossing. Supervision during the crossing can be arranged with the crew on board. Animals may not be brought into public areas or cabins. The price for the transport of small animals is EUR 20,- on the Bergen/Stavanger- Hirtshals route.
Transport of live animals is at the owner’s own risk. Please note that there are separate regulations for the import of animals. Animals require separate travel documents when travelling to/from EU/EEA countries. Please contact a veterinarian for more information.

How much meat can I bring into Norway?

You can take along with you 10 kg of meat, meat products and cheese. We refer to the Customs Service for more information so that you are updated on what you are allowed to bring into Norway of meat products. Fjord Line is not responsible if you choose not to comply with the law.

How much alcohol and tobacco can I bring into Norway?

1 bottle of liquor + 2 bottles of wine or
1 bottle of liquor + 1.5 liters of beer or
4 bottles of wine and 2 liters of beer or
5 liters of beer
200 cigarettes or 250 grams of tobacco

Remember that you have to stay abroad at least 24 hours to introduce alcohol and tobacco tax-free. Read more about customs regulations here.

Can I buy gift certificates on a journey with Fjord Line?

You can buy gift vouchers by contacting our customer service, on any amount you would like. When ordering by phone, you have to pay for the gift voucher by credit card.

How much luggage can I bring with me?

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 Norway is (+47) 51 46 4000, Cargo Denmark - (+45) 9796 3030 .
If you travel without car, you can not bring more luggage than you are able to carry on board yourself. If you need to bring more luggage, please contact our cargo department.

Do we make reservation for the restaurant at reception desk or directly to the restaurant?

You can make a reservation outside the restaurant, one hour before it opens. Remember that you need to reserve a table even if you have pre-purchased meals.

Lost and found

I forgot something on board. How do I get it back?

Personal belongings found on board will be kept for three months at our ticket offices in Bergen. However, we accept no responsibility for any such belongings. After three months, items of value will be transferred to Hordaland police district.

Contact our customer service at +47 815 33 500, and we will check whether your belongings are found

Check-in

How long before departure do I have to meet for check in?

Bergen/Stavanger – Hirtshals
Passengers departing from Bergen or Stavanger must check in at least 60 minutes before departure. Passengers depating from Hitshals must check in at least 90 minutes before departure. Check-in closes 20 minutes before departure.

Kristiansand – Hirtshals
Passengers must check in at least 60 minutes before departure. Check-in closes 20 minutes before departure.

What do I need to bring when checking in?

Read more in Terms and Conditions, point 13.

Terminal

Are there storage boxes in the departure hall?

Bergen: Yes
Stavanger:
Hirtshals:

Handicap

Is the ship accessible for persons in wheelchairs?

Fjord Line Express (Kristiansand - Hirtshals):

Travelers without a car:
It is unfortunately not possible for persons in wheelchairs without a car to travel with Fjord Line Express. This is because the gangway in Hirtshals leads to deck 1 (car deck) where there will be stairs to the deck 2 (passenger deck, basic seats, tax free, café)

Travelers by car:
Wheelchair users with a car can travel with Fjord Line Express. NB! The car must not exceed 2m in height. Be sure to notify our check-in staff about the need for placement near the entrance. We also note that wheelchair users can not make use of the Comfort Class seat or Fjord Class seat (includes meals), then the only access to these types of seat is by stairs from deck 2 to 3.

Disabled toilet on deck 2


MS Bergensfjord (Bergen, Stavanger and Hirtshals):

Travelers without a car:
In Bergen and Stavanger wheelchair users can use the gangway leading to deck 3 (the reception, tax free, restaurants, etc.) to get on / off the boat.
In Hirtshals to wheelchair users must use the car deck to get on / off the boat. Meet for check in early (no later than 90 minutes before departure) and contact check-in staff at the terminal for assistance.

On board there are separate cabins suitable for wheelchair users on deck 4 and 5 These can be used for 1-4 persons. This cabin type must be ordered by phone (815 33 500). Disabled toilet in handicap cabins and on deck 3 by the reception.

Travelers by car:
Elevator from cardeck to reception deck, cabin decks. NB! Contact our check-in staff for placement near the elevator.

On board there are separate cabins suitable for wheelchair users on deck 4 and 5 These can be used for 1-4 persons. This cabin type must be ordered by phone (815 33 500). Disabled toilet in handicap cabins and on deck 3 at the reception.