General Terms and Conditions for Travel Packages

Bookings can be made via www.fjordline.com, our customer service center, or through third parties such as travel agencies and agents. Fjord Line disclaims responsibility for trips purchased and resold by parties other than our official partners. Resold trips are therefore purchased at the buyer’s own risk.

The following deadlines apply to all routes and departures:
Passengers must check-in no later than 60 minutes before departure.
Boarding closes approximately 30 minutes before departure.

Domestic routes (Bergen – Stavanger / Stavanger - Bergen):
Passengers with pre-purchased tickets may check-in up to 30 minutes before departure.

*Fjord Line reserves the right to deny boarding to passengers who does not comply with the above listed deadlines. Tickets will not be refunded.

Package tours, including accommodation, activities, etc., have change/cancellation fees (percentage of the trip's total price).

Package tour with accommodation at holiday centers, cabins, or apartments:
- Change/cancellation more than 30 days before departure: No fee (full refund)*
- Change/cancellation 30-15 days before departure: Fee of 50% of the total trip price
- No-show or change/cancellation less than 15 days before departure: Fee of 100% of the total trip price (no refund)

All other Package Tours:
- Change/cancellation more than 48 hours before departure: No fee (full refund)*
- Change/cancellation less than 48 hours before departure: Fee of 100% of the total trip price (no refund)
- No-show: Fee of 100% of the total trip price (no refund)

*Entrance tickets or prepaid activities cannot typically be changed or canceled. Unless otherwise stated on your ticket, these must generally be paid for.

It is not possible to change the travel date, duration, number of guests, room type, or cabin type. Such changes require canceling the reservation and making a new booking. The price of the package may change.

Right of withdrawal: Bookings made more than 48 hours before departure can be canceled or changed free of charge within 24 hours from the time of booking, regardless of ticket type.

If you booked your trip through a third party, the change/cancellation must be done through the service provider who sold you the ticket. Fjord Line can only make changes or cancellations for tickets purchased directly via www.fjordline.com, our customer service center, or at our check-in counters.

If you need to change or cancel a trip booked directly through Fjord Line, you must contact Fjord Line customer service within regular business hours: phone +47 51 46 40 99. Please have your booking number ready when you call.

If the customer service center is closed, you must still contact us within the change/cancellation deadline for your ticket type. If you send us an email at info@fjordline.com before the deadline expires, you will retain your rights.

If you do not show up for the trip without notifying Fjord Line—either by phone or email—the entire trip will be canceled without refund. Note that the entire package will be canceled, so it is important that you contact us if you are unable to make the outbound journey but still wish to keep, for example, the accommodation and return journey.

For bookings or changes made via our customer service center, an administrative fee of NOK 600 will be charged per booking and change. The administrative fee does not apply if the booking cannot be completed on Fjord Line's website, www.fjordline.com, or if the change is made within the 24-hour deadline mentioned above.

Fjord Line recommends that all travelers purchase optional cancellation protection in case of illness for NOK 150 (approximately DKK 102 / EUR 13) per paying traveler. Cancellation protection must be purchased at the time of booking and cannot be added later.

The cancellation protection allows travelers to cancel their trip if unexpected and serious illness, accident, or death occurs involving the traveler, a member of the traveler’s household or the traveler’s immediate family (spouse/partner, siblings, children, parents, grandparents, grandchildren and in-laws). The right to cancellation also applies if such circumstances affect a travel companion, and it would be unreasonable to expect the traveler to continue the trip without them.

The rights under the previous points are based on the condition that the traveler was not aware of, or should not have been aware of, the circumstances that prevent the trip from being used, or that they themselves are not responsible for such circumstances.

The traveler is obligated to notify Fjord Line of the cancellation as soon as possible after becoming aware of the circumstances that justify the cancellation under this provision, and to provide sufficient documentation of the illness from a doctor, or the hindering circumstance, such as a certificate from the police authorities or an insurance company.

Cancellation must be reported to Fjord Line before the trip starts. Contact our customer service at +47 51 46 40 99 during regular business hours. If the customer service center is closed, you must still make contact before the departure time. If you send us an email at info@fjordline.com before the deadline, you will retain your rights.

Documentation regarding the reason for cancellation must be submitted no later than one month after the cancellation was made. The documentation must be marked with the booking number. In the case of cancellation under this provision, the traveler is entitled to a refund of the amount paid, minus the cost of cancellation protection. If there are multiple people on the same booking, the refund will be made to the person who made the booking.

If the booking includes shared accommodation (room, apartment, or cabin), cancellation protection will also cover the extra cost resulting from fewer travelers. Fjord Line reserves the right to relocate the remaining travelers to a smaller accommodation than originally booked.

All travelers should have valid travel insurance. A European Health Insurance Card is recommended for travel outside of your country of residence.

All passengers is required to comply with the rules and guidelines for order and safety on board the ship, as instructed by the crew.

Fjord Line may detain individuals who pose a danger or cause serious inconvenience to other passengers, themselves, or the safety on board during the crossing. Passengers who damage the company's property or cause the company to be liable to other passengers will be held responsible for such losses – this applies both on board and during check-in.

Fjord Line reserves the right to refuse passengers boarding or to disembark passengers during the journey if, in the captain's judgment, the passenger is unfit for the sea voyage or could pose a risk to their own or others' safety. No refund will be provided for tickets if a passenger is disembarked or refused boarding. The passenger will be responsible for making their own way home at their own expense.

For security reasons, guests, luggage, and vehicles may be searched before boarding is permitted. If a guest refuses to comply, they may be denied boarding without a refund of the ticket price. All guests must carry valid identification (bank card, driver’s license, or passport). Any medical oxygen must be declared before the journey. Any prohibited items found will be confiscated. Please refer to kystverket.no for a list of prohibited items.
Fjord Line reserves the right to deny boarding to intoxicated or impaired persons. Such cases will be treated as a cancellation with no refund.

The minimum age to travel on a package tour without parents or guardians is 18 years. Persons under 18 years of age (hereafter referred to as "minors") who wish to participate in a package tour must travel with a guardian who is older than 25 years. The guardian must be on the same booking and assume full responsibility for the minor. The guardian is liable for any loss, damage, and/or vandalism caused by the minor they are responsible for.

The guardian must complete the following guardian form. The form must be received by Fjord Line no later than two days before departure.

Minors traveling without parents must also be provided with a power of attorney signed by one of the parents.

All travelers over 18 years old, as well as children traveling without a parent, must be able to present valid identification at departure.

Travelers are responsible for carrying all necessary travel documents, including but not limited to identification papers and/or entry permits. If required travel documents are missing, the journey will be considered a no-show, and the ticket will be canceled without refund.

The traveler is also responsible for any costs incurred if entry to the destination country is denied due to missing identification documents. This includes any expenses related to the return journey. If the traveler is unsure which identification documents are valid for border crossings, they should contact the authorities of the destination country directly.

The vehicle must display the national identification letter(s). An international insurance certificate should be carried for both the vehicle and passengers.

The following details on the identification document must match the information provided at booking:

• Name
• Date of birth
• Nationality
• Passport or ID number (if required)
• Visa number or residence permit number (if required)

Note that the authorities carry out ID checks upon entry to Norway. The following requirements apply:

Nordic citizens:
Must present a passport, national ID card, or physical driver's license (digital driver's licenses are not accepted as valid identification at border crossings).
Children traveling without parents must carry a passport and must have a power of attorney signed by a parent.

EU/EØS and Schengen citizens:
Must present either a national ID card or passport. This also applies to children under 18 years old. Children traveling without parents must carry a passport and must have a power of attorney signed by a parent.

Citizens from countries outside the EU/EØS and Schengen area:
Must bring a passport, along with a visa or residence permit if required.

Fjord Line reserves the right, if necessary, to cancel any sailing with a refund of the ticket price and to replace any ship listed online with another vessel.

Fjord Line reserves the right to change the prices and schedules published on its website. Fjord Line also reserves the right to apply price surcharges due to fluctuations in exchange rates, fuel prices, taxes, and fees, as well as to make changes to routes and schedules for all of Fjord Line vesseels. Fjord Line accepts no liability or compensation responsibility for delays or operational disruptions. Additionally, Fjord Line is not responsible for typographical errors in printed materials or on its website.

Fjord Line's liability for compensation is limited to the extent permitted by law and shall in no case exceed three times the total price of the package tour.

The conditions are supplemented by the Maritime Code, cf. Act on Maritime Navigation of June 24, 1994, No. 39, Chapter 15, § 418, and EU Regulation 392/2009 (the Athens Convention of 1974 on the Carriage of Passengers and Their Luggage by Sea, as amended by the 2002 Protocol).

Personal belongings* found on board are stored for one month at our ticket offices in Stavanger (for items left on MS Stavangerfjord / MS Bergensfjord) and Kristiansand (for items left on Fjord FSTR). Items that are not claimed within this period will be discarded or donated to Fretex. Passports, identification documents, driver’s licenses, and bank cards will be sent to the police or the issuing bank. Fjord Line does not take responsibility for items found on board.

*Note: Tax-free goods and prescription medications are subject to strict customs regulations and cannot be handled or retrieved as ordinary lost and found items. These are not stored on land and cannot be collected from our ticket offices. The traveler must make a new trip on the same ship where the items were left behind in order to retrieve such items. These items are kept on board for one month before being disposed of.

We register all information, including personal data, that you provide in connection with your booking in accordance with the Norwegian Personal Data Act.

If you wish to know what information we hold about you, you are welcome to contact us.

In the event of a violation of the travel terms or for safety reasons concerning the ship and/or other passengers, we may, after thorough review, add your name to our list of banned guests. We will retain the required information (name, date of birth, and passport number) to prevent further bookings for as long as deemed necessary. You will be notified before being placed on this list, and your personal data will not be stored longer than necessary.

Any complaint must be submitted in writing to info@fjordline.com no later than two months after the departure date of the affected trip. A copy of the ticket and other relevant documentation must be attached.

If you disagree with Fjord Line’s decision regarding your case, you may escalate the matter to the Package Travel Complaints Board (Pakkereisenemnda). This board handles complaints regarding shipping companies, travel agencies, and ports. Complaint handling is free for passengers.

Complaints should be submitted via the website of the Norwegian Travel Industry Forum (Norsk ReiselivsForum), which serves as the secretariat for the Package Travel Complaints Board. The case must reach the board within one year after the customer has filed a written complaint to Fjord Line AS.

For more information, contact the board at +47 22 54 60 00 or visit https://reiselivsforum.no/.