Terms and conditions

These terms and conditions may be amended without notice. We aim to ensure that all the information on our website is up to date and correct, but Fjord Line does not accept liability for any losses, direct or indirect, which may arise as a result of using this information.

Legislation  Tickets Changes Cabin Age limits  Check-in times Passengers with special needs Identification documents Transport of live animals

Baggage and luggage Delay and cancellation Liability for damage and / or injury Booking conditions Safety  Lost items Complaints Law and jurisdiction

1.     LEGISLATION

These "Terms and Conditions of Travel" apply to all passengers travelling with Fjord Line. The Terms and Conditions of Travel are supplemented by Norwegian law such as Norwegian Maritime Code no. 39 of 24 June 1994 and general law of damages and international law, including EU Regulations 392/2009 and 1177/2010, insofar as they apply. Bookings via Fjord Line's cargo department are subject to their own terms and conditions.

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 as agreed between the Norwegian Travel Association and the Consumer Ombudsman, except where noted in the Terms and Conditions of Travel. Reprints of the General Terms and Conditions for Package Tours can be obtained from Fjord Line which is a member of the Tour Guarantee Fund. Business travel is not covered by the Package Tours Act, cf. section 1-2.

Fjord Lines Terms and Condition of Travel are translated from Norwegian into several languages. The Terms and Conditions of Travel shall be interpreted in accordance with Norwegian rules of interpretation. In the event of conflict or inconsistency, the Norwegian version shall prevail.

2.     TICKETS

2.1           Booking

All bookings should be made in good time before departure. Bookings can be made on www.fjordline.com, in person at Fjord Line's offices, or through travel agencies and agents. The passenger's full name, birth date, address, nationality and mobile telephone number must be provided. When booking several passengers, each passenger's full name, birth date and nationality must be provided.

For group bookings (20 passengers or more) Fjord Line must receive a complete passenger list, including birth dates and nationalities, within four weeks of departure, at the latest. The name of the group leader must be clearly stated when booking. Every booking is binding and the person making the booking is responsible for paying for the entire booking.

When booking a vehicle space, information on the vehicle’s type (passenger car, van etc.), registration number, height and total length (incl. roof luggage and any trailer), must be provided. Providing wrong or incomplete information with respect to the height or length of the vehicle may result in cancellation of the booking without refund.

The passenger may cancel the booking free of charge within 24 hours of the time of the booking. This right does not apply for bookings made later than 48 hours from first departure.

Please note that if a booking is made over the phone to Fjord Line’s offices, a service fee of NOK 125 (approx. DKK 125 / EUR 16) is charged per booking. Service fees will not be charged for bookings that cannot be made on Fjord Line's website, www.fjordline.no.

Passengers with special needs, including but not limited to wheelchair users, the visually impaired, passengers with guide dogs and oxygen patients must book their travel via Fjord Line's offices. See also section 8 in this document.

For vehicles without drivers, removal loads, exhibition materials, horse trailers etc., please contact Fjord Line’s cargo department at +47 514 64 000. See also section 11 in this document.

Ticket prices for various departures are subject to available capacity and demand. Exchange rates between, for example, NOK, EUR and DKK are subject to change. Fjord Line will only assume responsibility for price offers confirmed in the form of a ticket, invoice or other written confirmation. Any changes in prices do not apply retroactively for tickets that have already been booked.

2.2           Booking of 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. In these cases, the right to cancel within 24 hours without charge does not apply. When booking on www.fjordline.com, the person making the booking takes full responsibility for booking the correct number of overnight guests.

2.3           Payment

The entire trip must be paid for by credit card or cash (in the case of in-person bookings) at the time of booking. Online or telephone bookings must be paid for by credit card. Fjord Club members can pay via invoice – see membership terms and conditions.

Fjord Line must receive payment before the trip commences, or the payment must be documented in the form of a bank receipt or 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.

2.3.1        Payment of cruises and passenger services

Cruises and passenger services, including economy and flex tickets are payable in full at time of booking.

2.3.2        Payment of package tours

When booking package tours, including vacation apartments, a 10% deposit is required at time of booking if there are more than 50 days to departure. The remaining amount is payable 50 days prior to departure. When a booking is made less than 50 days before departure, the package tour must be paid in full at time of booking.

In the case of hotel vacations, a deposit is not taken - these must be paid in full at time of booking. See also section 2.2.

2.4           Payment of Group travel (20 passengers or more)*

Group travel is paid in full at time of booking.

When the total amount of the group travel exceeds NOK 10 000 (approx. DKK 10 000, EUR 1340) the passenger may choose to pay a 10% deposit within seven days of booking. The remaining amount is payable 30 days prior to departure.

* Course and conference bookings are subject to their own terms and conditions.

2.5           Ticket

Once the payment is registered, confirmation in the form of an electronic ticket is sent to the passenger's given e-mail address. Upon request, the confirmation can also be sent by regular mail for a fee of NOK 75 (approx. DKK 75, EUR 10).

The electronic ticket contains a summary of the booking. The passenger is responsible for checking that the ticket is correct.

Unused tickets are not refundable. Please see section 4 for cancellation policy.

3.     CHANGES OR CANCELLATION

If a passenger needs to change or cancel a booking, they must contact Fjord Line's customer service at +47 815 33 500. The passenger should have their booking number ready when they call.

If the passenger does not appear for the trip without notifying Fjord Line, the entire trip will be cancelled and no refund will be given. If the booking includes a return trip, it will also be automatically cancelled.

3.1           Passenger service and cruises

3.1.1        Cruise and Economy tickets

Each change to a cruise or passenger service ticket will incur an administration fee. If a ticket is changed, the fee is calculated per change per leg. If a ticket is cancelled, the cancellation fee is based on a % of the ticket price:

Change of departure date or time*	NOK 600 (approx. DKK 600, EUR 80)
Change of name	NOK 200 (approx. DKK 200, EUR 27)
Change of vehicle registration number or sending it in later	NOK 30 (approx. DKK 30, EUR 4)
Cancellation	100 %
Failure to appear	100 %

*If the trip is changed to a more expensive departure or cabin, the difference must be paid. Changes made less than 24 hrs. ahead of departure are considered a cancellation.

3.1.2        Flex ticket

Each change or cancellation of a ticket will result in the following fees based on a % of the ticket price:

Change of a trip*	No fee
Cancellation up to 14 days before departure	No fee
Cancellation from 14 days to 24 hours before departure	25 %
Cancellation less than 24 hours before departure	100 %
Failure to appear	100 %

*If the trip is changed to a more expensive departure or cabin, the difference must be paid. Changes made less than 24 hours ahead of departure are considered a cancellation.

3.2           Group travel (20 passengers or more) *

If a ticket is cancelled, the cancellation fee is based on a % of the ticket price:

Cancellation more than 30 days prior to departure**:	No fee
Cancellation 30–15 days prior to departure**:	25 %
Cancellation 14-7 days prior to departure**:	50 %
Cancellation less than 7 days prior to departure:	100 %
Failure to appear:	100 %

* Not applicable for tour operators or agents.

* Course and conference bookings are subject to their own terms and conditions.

** Subject to a reimbursement fee of NOK 100 per booking.

3.3           Package tours (passenger service including vacation resorts, hotels, etc.)

Each change to a ticket will incur an administration fee. If a ticket is changed, the fee is calculated per change per leg. If a ticket is cancelled, the cancellation fee is based on a % of the ticket price:

Change of departure date*	NOK 600 (approx. DKK 600, EUR 80)
Change of name	NOK 200 (approx. DKK 200, EUR 27)
Change of vehicle registration number or sending it in later	NOK 30 (approx. DKK 30, EUR 4)
Cancellation more than 50 days before departure:	NOK 800 (approx. DKK 800, EUR 108) per apartment or room
Cancellation 50-30 days prior to departure:	10 %
Cancellation 29-21 days prior to departure:	25 %
Cancellation less than 21 days prior to departure:	100 %
Failure to appear:	100 %

*If the trip is changed to a more expensive departure or cabin, the difference must be paid. Changes to departure date made less than 21 days ahead of departure are considered a cancellation.

These administration fees for changes and cancellation differ from those specified in the General Terms and Conditions for Package Tours.

3.4           Cancellation insurance

Fjord Line recommends that all passengers take out voluntary cancellation insurance for NOK 75 (approx. DKK 75, EUR 10) per person. The cancellation insurance must be purchased at time of booking.

The cancellation insurance gives a right to cancel in the event of unexpected or serious illness, an injury or death affecting the person travelling or members of his/her household or immediate family (spouse, cohabitant, child, parent, parent-in-law or sibling) that makes it impossible or inappropriate for the person travelling to complete the trip. The right to cancel also applies when the above-mentioned circumstances affect a member 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 passenger or his/her travelling companions are regarded as being equivalent to serious illness (see above) that make it unreasonable to expect the passenger to travel. Such incidents can include fire or water damage to real property etc. The right to cancel described above is contingent on the person travelling not having had any knowledge, nor should have had any knowledge, of the circumstances that caused the trip to 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 or insurance company and this documentation must be marked with the booking number and sent to Fjord Line or the 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 administration fee (see below). If the person travelling has purchased a ticket where the price of the trip is based on one or more persons sharing a room, apartment or cabin, the cancellation insurance will cover any extra charges that may arise as a result of the person travelling not being able to complete the trip. In such cases, Fjord Line is entitled to move the other person(s) on the booking to a different, smaller room or cabin than was originally booked.

An administration fee of NOK 75 (approx. DKK 75, EUR 10) per passenger is charged when claims on this insurance are paid out.

4.     CABIN

On night crossings, it is compulsory to book a cabin (or a reclining chair if available). Please note that on certain sailings, cabins must be vacated a few hours before arrival. This will be announced on board.

On overnight sailings, adults and children over four years old must have their own beds. Fjord Line does not recommend reclining chairs for children under 12 years old. It is not possible to move extra mattresses into the cabin. A limited number of cabins have room for a crib. Please contact our booking department for more information.

Occasionally our cabins may be subject to overbooking. Should such a 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 give up his or her cabin.

5.     AGE LIMITS

Age limits apply to passengers who are not accompanied by parents or guardians.

There must be at least one guardian per five children or youths on cruises and at least one guardian per 10 children or youths during regular passenger service. Guardians must submit a completed guardian form at least two days prior to departure. The guardian form can be obtained from Fjord Line's offices or website.

Passenger service   Exceptions for daytime departures during the summer season: Kristiansand - Hirtshals and Stavanger - Hirtshals in the period from 07:00 to 16:30.	18 years       16 years
Cruise and hotel packages	20 years

6.     CHECK-IN TIMES

Between Bergen, Stavanger and Hirtshals

Bergen and Stavanger check-in	At least 60 minutes before departure
Hirtshals check-in	At least 90 minutes before departure

Check-in closes 20 minutes before departure.

Between Kristiansand and Hirtshals

Kristiansand check-in	At least 60 minutes before departure
Hirtshals check-in	At least 60 minutes before departure

Check-in closes 20 minutes before departure.

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

Individual drivers are responsible for ensuring that vehicles are parked in the spaces indicated and that they are secured by hand brake. The vehicle must be put into the lowest gear, the alarm must be switched off and the vehicle must be locked. If these measures are not followed, the driver is liable for any resulting loss or damage.

 

7.     PASSENGERS WITH SPECIAL NEEDS, INCLUDING THE VISUALLY IMPAIRED AND OXYGEN PATIENTS

Due to security measures, passengers with special needs must provide information about such needs at the time of booking. It is also important to inform of need for assistance in the event of an emergency.

Oxygen-dependent passengers must be escorted on longer trips. The ship’s captain must be informed of the location of the oxygen tank in case of fire.

Visually impaired 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. Passengers wishing to bring a guide dog should book well in advance of the departure date as there is limited space for guide dogs on board. Walking of guide dogs during the crossing can be arranged with the crew on board. Passengers with guide dogs must please show consideration to other passengers who may have allergies.

Passengers with special needs are requested to contact the personnel on board if they require information about safety or the ship in general.

8.     IDENTIFICATION DOCUMENTS

Passengers are responsible for any expenses incurred if an entry permit is not granted by the destination country due to a lack of a travel document, passport or identification, etc. This includes expenses related to repatriation. All passengers (including children) must present valid identification with photo (passports are recommended) when entering Denmark, and the name on this must correspond with the name on the ticket.

Foreign nationals resident in Norway must produce a passport and 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 a failure to appear and a refund will thus not be given.

The vehicle must display its origin by means of a country code. An international insurance certificate must be available for inspection for both vehicles and passengers.

9.      TRANSPORT OF LIVE ANIMALS

Transport of live animals is at the owner’s own responsibility and risk. Please note that there are separate regulations for the importation of animals. Fjord Line recommends that a veterinarian is consulted in good time before the departure date to ensure that the necessary requirements for the export and import of pets are met. The Norwegian Food Safety Authority is responsible for the control of live animals imported to Norway. Import and export regulations for animals may vary, 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. For more information, please contact The Norwegian Food Safety Authority.

The transport of small animals is permitted. A maximum of three pets or animals is allowed per booking. Pets must be kept in the vehicle, in suitable cages (brought by the owner) on the vehicle deck or in the dog kennel if it is pre-booked and available. Supervision during the crossing can be arranged with the crew on board. Animals may not be brought into public areas or cabins.

Transport of horses and horse-drawn vehicles must be booked through Fjord Line's cargo department, see sections 2.1 and 11

10.    BAGGAGE AND LUGGAGE

Luggage weighing up to 50 kg or half a cubic meter 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. The Fjord Line Cargo department must be contacted for this type of cargo at (+ 47) +47 514 64 000.

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

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.

 

11.    DELAY AND CANCELLATION

EU Regulation 1177/2010 provides certain rights for the passengers in the event of cancellations and delays. It should be noted that the Regulation makes a number of exceptions to these rights, such as in the event of delay or cancellation due to weather conditions. This section only provides a general overview of rights that might apply, and each passenger's rights will be assessed on a case by case basis. These rights do not apply to package travel.

In the event of delay or cancellation, passengers will be informed as soon as possible and not later than 30 minutes after the scheduled departure. Passengers will also receive information on expected arrival and departure time as soon as the information is available.

In the event of a cancellation or a delay of more than 90 minutes after the scheduled departure time, Fjord Line will provide free of charge snacks, meals or refreshments to passengers in the port terminals in reasonable relation to the waiting time, when they are available and can reasonably be supplied.

Where the delay necessitates one or more additional nights of stay for the passenger, Fjord Line will offer adequate accommodation free of charge, either on board or onshore. In respect of each passenger, Fjord Line may limit its expenditure on such accommodation to EUR 80 per night for a maximum of three nights.

In the event of a cancellation or a delay in excess of 90 minutes, the passenger may choose to continue the travel, to cancel the trip and obtain reimbursement of the ticket price or to re-route to the final destination. Where a ticket is cancelled, the passenger shall, where relevant, be offered free of charge service to the first point of departue as set out in the transport contract. A passenger re-routing a ticket shall be offered re-routing at no additional cost at the earliest opportunity (depending on available capacity) on the same booking conditions.

In the event of delays more than double the periods stated above, the rate of compensation shall be 50 % of the ticket price.

12.     LIABILITY FOR DAMAGE AND / OR INJURY

The Norwegian Maritime Code chapter 15 and EU regulation 392/2009 provides certain rights for the passenger in relation the damage liability. In the event of a shipping incident, including shipwreck, collision, stranding, explosion, fire or failure of the ship, Fjord Line shall compensate loss suffered as a result of death or personal injuries within the limit of SDR 250 000 per passenger. If the shipping incident is caused by fault or neglect by Fjord Line, Fjord Line is liable up to a limit of SDR 400 000 per passenger.

If the incident is not a shipping incident and the claimant can prove fault or neglect on the part of Fjord Line, Fjord Line shall compensate loss suffered as a result of death or personal injuries claims within the limit of SDR 400 000 per passenger. For loss due to delay, Fjord Line's liability is limited to SDR 4 150 per passenger.

Fjord Line's liability as a result of luggage being lost, damaged or delayed is limited to:

a) SDR 2 250 per passenger for loss relating to hand luggage
b) SDR 6 750 per passenger for loss relating valuables received for safekeeping
c) SDR 12 700 per vehicle
d) SDR 3 375 per passenger for loss relating to other luggage

If Fjord Line is liable for compensation, the company has the right to deduct up to the following amounts from the compensation payable:

a) SDR 330 per vehicle for damage to the vehicle
b) SDR 149 per passenger for loss or damage to other luggage
c) SDR 20 per passenger for loss caused by delay

SDR (Special Drawing Rights) is an exchange listed currency where the prevailing value will be used to determine the value of these amounts.

Fjord Line is not responsible for personal injury, loss of life or delay that occurs before the passenger has boarded the ship, or after the passenger has disembarked. Similarly, Fjord Line has no liability for goods before they are brought on board the ship or after they have been taken ashore. Fjord Line is not responsible for any loss or damage caused by the passenger or a third person. Fjord Line is not responsible for circumstances beyond Fjord Line's control.

In addition to what is stated in the Terms and Conditions of Travel, Fjord Line reserves the right to invoke the limitations on liability defined in applicable law.

The passenger has liability for loss, damage and/or vandalism caused by the passenger him/herself or anyone for whom the passenger is responsible.

13.    BOOKING CONDITIONS

Fjord Line reserves the right to change published prices and times, and the right to raise prices as a result of changes in exchange rates, fuel prices and taxes and fees levied by public authorities. Fjord Line also reserves the right to make changes to the timetables and sailing routes of its ships.

Fjord Line reserves the right, if necessary, to cancel any departure and refund the fare paid, or change the booking to the next available departure. Fjord Line also reserves the right to replace any vessel described on the ticket and / or the website with another vessel.

14.   SAFETY

Every passenger must comply with regulations on order and safety on board the ship.

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 to or is a serious nuisance to his/her fellow passengers. Passengers causing damage to the shipping company’s property or causing liability for the company to other passengers will be held responsible for such losses.

Fjord Line is entitled to refuse to allow a passenger to board or to transport a passenger ashore during the trip 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 sent ashore or denied boarding for these reasons, tickets are not refunded.

15.    LOST ITEMS

Personal belongings found on board will be kept for three months at our ticket offices in Bergen or Kristiansand. However, Fjord Line accepts no responsibility for any such belongings. Fjord Line holds no passport/bank cards. These are sent to the police or bank. After three months, items of value will be transferred to Hordaland police district and other items will be disposed of or delivered to Fretex.

16.    COMPLAINTS

If a passenger believes there are defects in the travel or service provided by Fjord Line they must immediately submit a complaint to Fjord Line, or the appropriate representative of Fjord Line, so that the defect can, if possible, be dealt with immediately.

Any complaints or claims for compensation must be sent in writing (by letter, or e-mail to info@fjordline.no) within two months after the departure date. The complaint must be accompanied by a copy of the ticket and any other relevant documentation.

Any dispute and/or compensation claim arising out of the transport agreement between the passenger and Fjord Line is subject to the Terms and Conditions of Travel and Norwegian law.

17.   LAW AND JURISDICTION

Any dispute and/or claim that arise on the basis of the transport agreement shall be settled by action against Fjord Line AS, P. O. Box 513, 4379 Egersund, in Dalane District Court, which the parties shall accept as the proper legal venue for the case. Disputes and claims will be subject to Fjord Line's Terms and Conditions of Travel and Norwegian Law.