When your order a ticket from Fjord Line, you accept our general terms and conditions.
These Travel Conditions apply to all journeys with Fjord Line, except package holidays, which are governed by the Terms and Conditions for Package Travel (“Terms for Package Travel”). The Terms for Package Travel are supplemented by the Travel Conditions as laid out here wherever appropriate.
The Travel Conditions apply to all bookings, whether made directly through Fjord Line (“us“), through travel agencies/agents, or other partners. These Travel Conditions also apply, as and when applicable, to any driver accompanying a commercial vehicle covered by a freight contract with Fjord Line’s Freight Department.
If your booking includes services provided by third parties, that portion of your booking will also be subject to the third party’s terms and conditions.
Versjon 2.0 – 25.07.2025
These Travel Conditions are governed by Norwegian law, including the Norwegian Maritime Code of 24 June 1994 No. 39, general principles of tort law, the Athens Convention of 1974 relating to the Carriage of Passengers and their Luggage by Sea, as amended by the 2002 Protocol (“the Athens Convention”), EU Regulation No. 392/2009 on the liability of carriers of passengers by sea in the event of accidents, and EU Regulation No. 1177/2010 concerning the rights of passengers when travelling by sea and inland waterways.
Additional freight conditions apply to bookings made though Fjord Line’s Freight Department: Terms and Conditions of Carriage of Goods
A summary of EU Regulation 392/2009 is available here: Rights in Case of Accident
A summary of EU Regulation 1177/2010 is available here: Summary of Passengers’ Rights_Maritime
All limitations, exclusions, and regulatory terms stated in these Travel Conditions that relate to Fjord Line’s liability shall also apply to our agents, vessels, employees, and other representatives, including substitute vessels.
These Travel Conditions have been translated from Norwegian into several languages. The Norwegian version shall prevail in the event of conflict and shall be interpreted in accordance with Norwegian legal principles.
Bookings can be made at www.fjordline.com, through our customer service , or through third parties such as travel agencies and agents. Fjord Line shall not be liable for any journeys purchased and/or resold by entities other than our authorized partners. Resold tickets are thus purchased at the passenger's (“your“) own risk.
When booking through our customer service either by phone or in person at check-in counters, a service fee will be charged per booking. This fee does not apply if the booking cannot be completed through Fjord Line’s website (www.fjordline.com).
Our prices are based on availability and demand and are therefore subject to change. Currency fluctuations (e.g. NOK, EUR, DKK) may also occur. Consequently, Fjord Line can only honour prices which have been confirmed by issued tickets, invoices, or other written confirmations. Price changes do not apply retroactively to confirmed bookings.
Passengers must provide their full name, date of birth, address, nationality, and mobile phone number. For group bookings (12 passengers or more), a complete list with names, dates of birth, nationalities, and – where applicable – ID numbers must be submitted to us no later than 4 weeks prior to departure. The name of the group leader must be clearly indicated. All bookings are binding, and the person making the booking is responsible for ensuring the full payment is transferred within the deadline.
When booking space for a vehicle, information must be provided about the vehicle type (car, van, car with trailer, etc.), registration number, total length, and height (including roof boxes, trailers or the like). If the vehicle runs on liquefied gas (LPG/LNG/GPL), this must be clearly communicated to our customer service either during booking or upon check-in at the latest. Incorrect or incomplete vehicle information may result in the vehicle being denied boarding. In these cases, no refund applies.
Driverless vehicles, non-operational and broken-down vehicles, goods, exhibition materials, or items that passengers cannot carry themselves in one go must be booked through Fjord Line’s Freight Department (+47 51 46 40 00).
For larger vehicles on HSC Fjord FSTR, the following limits apply:
- Maximum axle weight with single wheels: 9 tons
- Maximum axle weight with dual wheels: 13 tons
Charging of vehicles or connecting motorhomes, etc. to the power circuit on board is strictly prohibited. Exceptions apply to electric vehicles travelling on Fjord FSTR, where EV charging is allowed on the condition that charging was pre-booked and applicable fees have been paid prior to departure.
If dangerous goods are brought onboard either in vehicles or luggage carried by foot passengers (e.g. gas cylinders, spare fuel containers, oxygen tanks, diving equipment, weapons), a written clearance statement signed by the vessel’s captain must be obtained well in advance of your departure. Please contact our customer service on info@fjordline.com. Failure to obtain prior written clearance may result in the item being confiscated without compensation; your ticket may also be cancelled without a refund. The clearance statement must be presented at check-in. See more on dangerous goods under section 11.1.
Passengers with special needs—including but not limited to – wheelchair users, passengers with visual or hearing impairments, those travelling with a guide dog or those requiring oxygen—must book their journey by phone through our customer service: +47 51 46 40 99. See also section 7 for more details.
Any journey must be paid in full at the time the reservation is made. When booking at www.fjordline.com, valid payment methods are credit card, Fjord Club points, and gift certificates. When booking by phone, Vipps (or MobilePay) is also accepted. In addition, our check-in counters can handle cash payments in the local currency as well as Euros. Payment must have been received by Fjord Line prior to check-in, alternatively proof of payment in the form of a bank statement must be presented at check-in. If such proof cannot be provided, the ticket must be repurchased. If payment conditions are not met, Fjord Line reserves the right to cancel the booking and reallocate the space.
Group bookings must be paid in full at the time the reservation is made. If the total amount exceeds NOK 10,000 (approx. DKK 10,000 / EUR 1,340), the main booker may pay a 10% deposit. The remaining balance is due 30 days prior to departure.
All refunds are processed using the original method of payment.
Once payment is received, a booking confirmation will be sent to the main ticket holder’s registered email address. Upon request, confirmations can also be sent by post (a fee of NOK 100 / DKK 100 / EUR 10 applies). The electronic confirmation includes a summary of the booking. The main ticket holder is responsible for ensuring that the confirmation matches the intended booking. The confirmation must be presented at check-in to receive boarding cards.
Resale of Fjord Line gift cards is not permitted. The validity period and offer code are stated on each card. The code cannot be used outside the specified validity period or on routes not listed on the card. Gift card usage is subject to capacity restrictions, particularly on weekends, public as well as school holidays, theme cruises and during high season (June–August). Gift cards can be redeemed no earlier than one month prior to departure and cannot be combined with other travel products (e.g. package tours). Gift cards cannot be exchanged for cash or value vouchers. All gift cards must be presented at check-in. Otherwise, Fjord Line may charge the full ticket price applicable on the day of travel or deny boarding. Unused gift cards hold no refund or compensational value.
Gift vouchers can be purchased by customers for any desired amount and may be used as full or partial payment for any route. They are valid for one year from the date of purchase. Gift vouchers may also be used to purchase additional products (such as meals, cabin upgrades, buss tickets or the like) for any existing booking as long as this is done prior to departure/ at check-in at the latest. Gift vouchers cannot be used as payment on board or exchanged for cash or other value vouchers. Unused gift vouchers are non-refundable, but any remaining balance may be used towards new bookings or the purchase of additional products (such as meals, cabin upgrades, buss tickets or the like) within the year of its validity.
Bookings made more than 48 hours prior to departure may be changed or cancelled free of charge within 24 hours of purchase, regardless of ticket type. However, if the ticket is changed to a more expensive departure/ cabin/ etc., the price difference must be paid. Whether an amendment fee applies depends on the type of ticket booked and the nature of the change.
If you have booked your journey through a third party, all changes or cancellations must be handled by the service provider that issued the ticket. Fjord Line can only make changes or cancellations to bookings purchased directly at www.fjordline.com, through our customer service, or at our check-in counters.
If you need to change or cancel a booking made directly through Fjord Line, please contact our customer service during office hours: +47 51 46 40 99. Make sure to have your booking number ready when contacting us.
In order to retain your rights, you will need to notify us about any changes or cancellations even if our customer service centre is closed. Please make sure to send an email to info@fjordline.com before the amendment deadline for your ticket type expires.
Should you fail to appear for your journey without having notified Fjord Line (either by phone or email) beforehand, the entire booking will be cancelled without a refund. If a return journey was booked, the return leg will also be cancelled. Therefore, it is important to notify us if you cannot travel on your outbound journey but wish to keep your return leg.
Amendment fees are calculated per booking and per change, unless the reservation is subject to the 24-hour grace period mentioned above or booked as a Flex ticket that is changed prior to departure. In these cases, no amendment fees apply.
*Name change of the main ticket holder that involves a change of person must be made in writing by the original main ticket holder, an amendment fee as specified below applies. Approval of the updated booking confirmation must be received from the same email address as was used for the original booking. Name changes for fellow travellers can be made free of charge, but any differences in price must be paid (e.g. if a child's fare is changed to an adult’s fare.) This applies regardless of ticket type.
For cruise and economy tickets, the following amendment fees apply:
International:
Domestic:
Flex tickets can be changed and/or cancelled up until the time of departure.
International:
No fee if made before departure. If changed to a more expensive crossing, the price difference must be paid. If changed to a cheaper crossing, the price difference will be refunded. Changes must apply to all travellers on the same booking.
Domestic:
| Within 24 hours of booking (for bookings made more than 48 hours before departure) | Full refund |
| 30 days before departure | Full refund minus NOK 100 per person as a refund fee |
| 30–15 days before departure | 50% of total amount + NOK 100 per person as a refund fee |
| 14–7 days before departure | 25% of total amount + NOK 100 per person as a refund fee |
| Less than 7 days before departure | No refund |
| No-show | No refund |
| Name change | NOK 200 |
The total amount includes all additional purchases (e.g. meals). Administrative costs are non-refundable.
Fjord Line recommends that all passengers purchase an optional cancellation protection in case of illness for NOK 150 (DKK 150 / EUR 20) per passenger. Cancellation protection must be purchased at the time of booking and cannot be added at a later stage.
The cancellation protection grants the right to cancel the reservation against a refund in the event of unexpected and serious illness, accidents, or death involving the traveller, a member of their household, or a close family member, making it impossible or inadvisable to complete the journey.
Spouses/partners, siblings, children, stepchildren, parents, grandparents, grandchildren, parents-in-law, siblings-in-law, and children-in-law all qualify as close family member. The right to cancel against a refund also applies if the hindrance affects a person in the traveller’s party without whom it would be unreasonable to expect the traveller to complete the journey.
Cancellations must be reported to Fjord Line’s customer service by phone during opening hours and prior to departure. If our customer service centre is closed, an email must be sent to info@fjordline.com before the deadline expires, otherwise the right to cancel against a refund is forfeited.
To receive a refund under the cancellation protection, the traveller must be able to document the reason for cancellation and forward a medical certificate to Fjord Line as soon as possible. The enquiry must reference the booking number. Refunds will cover the amount paid for the cancelled reservation minus the cost of the cancellation protection, which will not be refunded.
If a reservation includes shared accommodation and one or more travellers cancel; cancellation protection also covers any additional costs resulting from reduced occupancy. Fjord Line reserves the right to reassign the remaining travellers to smaller accommodation if necessary.
All travellers are also encouraged to sign valid travel insurance and carry a European Health Insurance Card.
For overnight crossings, booking a cabin (or air seat where available) is mandatory. All passengers over the age of 4 must have their own sleeping space (or air seat). Please note that air seats are not recommended for children under the age of 12.
On certain crossings, passengers may be required to vacate their cabins a few hours before arrival. If this applies, the time will be announced onboard.
For safety reasons, placing additional mattresses or beds in cabins is not permitted. A limited number of cabins are suitable for travel cots. Only in these cabins is it permitted to either bring your own travel cot or book one. Information on which cabins are suitable can be found here: MS Stavangerfjord / MS Bergensfjord. If you wish us to place a travel cot in your cabin, please let our customer service know well ahead of your journey. The service is free of charge.
PleAge restrictions apply to travellers not accompanied by a lawful custodial parent (“parent“). Minors must travel with a designated guardian holding the same reservation (i.e. sharing the same booking number). The guardian must be at least 25 years of age and assumes full responsibility for the minor during the entire journey.
Guardians are economically liable for any damages, losses, or vandalism caused by the minor(s) under their supervision. In the absence of a named guardian, the person who signed the guardian form and confirmed that their reservation complies with the required number of guardians per booking shall be held fully liable for the actions of any minor(s) travelling on the confirmed reservation.
If multiple minors travel on a cruise, at least one guardian per five minors is required. For one-way crossings, at least one guardian per ten minors is required. The guardian must complete and submit the guardian form at least two days prior to departure. Minors travelling without a parent must also carry with them a written letter of consent signed by at least one parent. Please use these forms: Guardian Form & Letter of Consent.
Fjord Line reserves the right to deny boarding to any minor if conditions are not met.
| Route | Age limit |
| Bergen–Stavanger–Hirtshals | 18 years |
| Bergen-Stavanger-Kristiansand (travelling via Hirtshals during off-season) | 18 years |
| Kristiansand-Hirtshals, departures from 8pm onwards | 18 years |
| Bergen-Stavanger (domestic) | 16 years |
| Route | Age limit |
| All routes and departures | 18 years |
| Route | Age limit |
| All cruises, incl. day-ashore or remain-on-board option | 18 years |
| Kristiansand-Hirtshals, departures earlier than 8pm | 16 years (Exception for individual travellers: 14 years, applies only if the minor carries a parent-signed letter of consent and is dropped-off as well as picked-up by one parent at both respective ports. This age-exception does not apply to groups.) |
For international travel:
For domestic travel between Bergen and Stavanger:
For Fjord FSTR, Kristiansand–Hirtshals:
Fjord Line reserves the right to deny boarding to passengers who arrive after the specified check-in times. In such cases, the ticket will not be refunded.
For safety reasons and to ensure that the best possible assistance may be provided, passengers with special needs must notify us of their requirements at the time of booking. This is also necessary so that appropriate arrangements can be made in case of emergencies. Bookings must be made by phone through our customer service: +47 51 46 40 99.
Passengers who use oxygen tanks must travel with a companion. The companion is not charged a passenger fare but must pay for any additional products (meals, transportation, etc.). The ship’s captain must be informed of the location of the oxygen tank in case of fire. It is the passenger’s responsibility to report this to onboard personnel.
Guide dogs trained to assist blind or visually impaired persons are welcome on all our ships and travel free of charge. An ID card or other written documentation verifying the dog’s status must be presented at check-in. Guide dogs may accompany passengers in pet-friendly cabins and most public areas, but owners are asked to be mindful of fellow travellers who might have allergies. Due to limited availability, pet-friendly cabins should be booked well in advance. All dogs can be walked during the crossing in designated outside areas (e.g. deck 10 on MS Stavangerfjord and MS Bergensfjord).
Wheelchairs are permitted on all Fjord Line vessels. On crossings where cabins or seats are required, passengers may book wheelchair-accessible cabins which also have adapted bathrooms. These are the only cabins that accommodate electric wheelchairs. Foldable wheelchairs may fit into standard cabins, but these do not have accessible bathrooms and may include steps. Please contact our customer service to find the best option.
If travelling by car, please inform us whether your vehicle uses a ramp or requires extra space for boarding and disembarking. To ensure proximity to elevators, notify check-in personnel. Passengers should arrive at the terminal at least 90 minutes prior to departure to ensure that all necessary arrangements can be made.
If you need to bring a stroller onboard, please inform check-in staff upon arrival. For best arrangements and deck placement, please arrive at the terminal at least 90 minutes prior to departure.
Passengers are responsible for any costs incurred if entry to the destination country is denied due to missing travel documents or identification papers. This also applies for any return travel costs. What qualifies as valid ID depends on your nationality and destination. In any case, the ID must match the name on the ticket and be presented in physical form; both for domestic and international travel.
Travellers unsure about entry requirements must contact the appropriate authorities in the destination country directly. Please see here.
Fjord Line reserves the right to deny boarding to passengers who cannot present valid proof of identity. In such cases, the passenger is considered a no-show, and the ticket will not be refunded.
Please note: The authorities require ID checks upon entry into Norway.
The following rules apply:
Nordic citizens:
Passengers who are citizens of one of the Nordic countries can prove their identity by presenting either their passport, national ID card, physical driver's licence (does not apply to digital driver's licences/apps and temporary driver's licences) or bank card with photo. Children travelling without parents must bring their own passport*.
EU/EEA and Schengen citizens:
Passengers who are citizens of an EU/EEA or a Schengen country must either bring theirnational ID card or passport. This also applies to children under the age of 18 travelling with a parent*.
Citizens from outside the EU/EEA and Schengen area:
Passengers who are citizens of countries outside the EU/EEA, Schengen or the Nordic region who can travel visa-free must bring their passport. Passengers who are citizens of countries outside the EU/EEA, Schengen or the Nordic region who need a visa must bring both their passport and a valid visa (or residence permit). This also applies to children under the age of 18 travelling with a parent*.
Note: An asylum seeker's certificate does not qualify as valid proof of identity when crossing the border. This also applies to children under the age of 18 who are travelling with a parent*.
*Children:
All children who are citizen of a Nordic country sailing without at least one parent as well as children of any other nationality (even if they are sailing with one of their parents) must bring their own proof of identification and travel documents, including any visas or residence permits. Children sailing with a guardian must bring a parent-signed signed letter of consent. Please use this form: Letter of Consent.
All passengers are required to comply with onboard safety regulations and instructions from the crew.
For safety reasons, passengers, luggage, and vehicles may be subject to security checks prior to boarding. Refusal to comply may result in boarding being denied without a refund. Fjord Line reserves the right to deny boarding or disembark passengers deemed unfit for sea travel (e.g. due to intoxication) or a threat to themselves and/ or others. No refund will be issued in such cases.
During a crossing, Fjord Line may detain individuals who pose a threat to shipboard safety or cause significant inconvenience to others or themselves. Passengers who damage Fjord Line property or cause the company to incur liability will be held fully responsible for such losses.
Consumption of brought food and alcohol in general as well as playing loud music is prohibited in public areas. Cooking in cabins and the use of household appliances like irons is not allowed. Excessive alcohol consumption and use of narcotics is strictly forbidden. Smoking, including e-cigarettes, is not allowed in cabins. Smoking is only permitted in clearly marked outdoor areas.
Violations of smoking rules will result in a fine of EUR 200 / DKK 1500.
These terms are supplemented by the Norwegian Maritime Code, cf. Act of 24 June 1994 No. 39, Chapter 15, § 418, and EU Regulation 392/2009 (Athens Convention of 1974 on the carriage of passengers and their luggage by sea, amended by the 2002 Protocol).
Liability for personal injury is limited to 250,000 SDR per passenger, 400,000 SDR per passenger in the event of Fjord Line’s fault or negligence. Liability for delay in the carriage of passengers is limited to 4,694 SDR. Liability for loss due to luggage being lost, damaged, or delayed is limited to: a) 2,250 SDR per passenger for loss concerning hand luggage; b) 6,750 SDR per passenger for loss concerning valuables received for safekeeping; c) 12,700 SDR per vehicle, including any trailer and all luggage transported in or on the vehicle; d) 3,375 SDR per passenger for loss concerning other luggage. The amounts apply per journey. Fjord Line’s defences and liability limitations apply even if the claim is not based on the transport contract. The same rules apply if the claim is directed at someone for whom Fjord Line is responsible. Any amendments to the maritime law shall immediately affect Fjord Line's liability.
SDR refers to “Special Drawing Rights,” as defined by the International Monetary Fund: https://www.imf.org and https://www.imf.org/en/About/Factsheets/Sheets/2023/special-drawing-rights-sdr
Fjord Line shall not be liable for money, securities, or other valuables such as gold, silver, jewellery, artworks, etc., brought in luggage unless these have been received by Fjord Line for safekeeping.
If Fjord Line incurs liability, a deductible may be applied: a) 330 SDR per vehicle in case of vehicle damage; b) 149 SDR per passenger for loss or damage to other luggage; c) 20 SDR per passenger in case of delay-related loss. The amounts apply per journey. Any changes to maritime law will immediately affect Fjord Line’s liability.
In the event of loss or damage to mobility aids or other specific equipment used by a disabled person, where the incident resulted from our fault or negligence, compensation will be paid. The compensation shall correspond to the replacement value of the equipment or, if relevant, the cost of repair.
Fjord Line shall not be liable under the rules in this section 10 in the following cases:
If Fjord Line proves that a passenger’s death, injury, or loss of/ damage to luggage was due to the passenger’s own fault or negligence, or contributed to the incident, Fjord Line’s liability shall be wholly or partially waived. This also applies to non-transport-based claims.
Fjord Line shall not be liable for damages or losses resulting from unforeseeable events outside of Fjord Line’s control, including but not limited to weather or force majeure.
Luggage up to 50 kg or half a cubic meter that is stored in the vehicle during the journey can be carried free of charge. Furniture, crates, large suitcases, etc. not stored in the vehicle, and any luggage that a foot passenger cannot carry on board in one go, is considered freight and must be paid for according to tariff. Please contact Fjord Line’s Freight Department well in advance of your departure to book such items: +47 51 46 40 00 / freight@fjordline.com.
Each driver is responsible for ensuring that their vehicle is parked correctly in the designated area on the ship and secured with the handbrake. Petrol and diesel vehicles should be left in first gear, the alarm turned off, and the vehicle locked. Electric vehicles must be placed in ‘P’ (parked mode), alarm turned off, and the vehicle locked. Failure to comply with these instructions entails liability for compensation by the driver for any resulting loss or damage.
All weapons (including firearms, knives, axes, etc.), ammunition, explosives, electronic waste, or other dangerous goods are not allowed on board without having obtained a written clearance statement from Fjord Line signed by the vessel’s captain. Requests must be sent to info@fjordline.com well in advance and no later than 72 hours before check-in. Dangerous goods must be properly secured and labelled.
Discovery of undeclared or prohibited items will result in confiscation without compensation or refund.
Weapons:
When transporting firearms, a weapons license must be presented at check-in and when going through security along with a European firearms pass or weapons declaration as well as the captain’s signed clearance statement. The firearm must be unloaded, and the bolt or live component must be stored separately from the weapon and ammunition. The number of ammunition rounds must be stated and may not exceed 1,000. Firearms must be stored in an approved weapons case. Firearms in vehicles must be stored safely in the boot of the car and must be invisible form the outside. Firearms carried by foot passengers must be handed over to the crew upon boarding the ship and will be returned upon disembarkation.
Hazardous Substances:
Vehicles transporting dangerous goods, such as gas, fuel, medical oxygen (see also section 7), diving equipment, etc., must be properly labelled and secured.
If traveling with a motorhome or other vehicle containing a gas container/cylinder, the container/cylinder must be securely closed before boarding. Fjord Line provides safety seals and stickers at check-in. The safety seal must be attached to the closed gas container’s/ cylinder’s valve, and the sticker must be placed in the vehicle’s front window clearly visible from the outside.
Vehicles powered by liquefied gas (LPG, LNG, GPL) may only sail with us if they are approved models that meet current road regulations. Any modifications must have been carried out by an authorized workshop. Documentation must be carried and may be checked at boarding.
Live animals are transported at the owner's own risk and responsibility. Owners are themselves responsible for covering all costs if import requirements are not met. Please note that Norway, as most other European countries, has specific rules regarding the import of live animals. Remember to always use the red customs channel when crossing the border with animals. For further information on travelling with animals, see here or contact the Norwegian Food Safety Authority.
Fjord Line ferries allow the transport of a maximum of three common pets per booking. The pets must remain in the car throughout the journey or stay in one of the designated accommodation options.
MS Stavangerfjord / MS Bergensfjord:
On MS Stavangerfjord / MS Bergensfjord, you can either register your pet as travelling in the car or purchase a place in the dog kennel on deck 10. The dog kennel is reserved for dogs only, and other pets cannot be booked in here. Alternatively, you may book a pet-friendly cabin where both dogs and cats are permitted. Since there are a limited number of pet-friendly cabins, these must be booked well in advance through our customer service: +47 51 46 40 99. Note that cats booked into pet-friendly cabins must remain in a closed transport cage for the entire duration of the crossing.
On Fjord FSTR, you can either register your pet as travelling in the car or bring your pet to deck 3 aft. Dogs brought on deck must always be kept on a leash, cats must remain in a closed transport cage and must not be let out at any point. No pets must be left alone on deck 3 aft. On particularly hot summer days, we advise against leaving pets in the car and recommend bringing them up to deck 3 aft instead.
You may also transport horses with us. Horses as well as vehicles used to transport horses must be booked through our customer service: +47 51 46 40 99. If you are travelling with a horse, customs regulations require you to present all required customs papers as well as to be registered on the freight manifest. Therefore, you must report to Fjord Line’s Freight Department at both the departure and arrival ports. A registration fee of approximately NOK 400 will be charged.
If you need further assistance with preparing customs papers, please contact Fjord Line’s Freight Department well in advance of your journey: +47 51 46 40 00 / freight@fjordline.com.
EU Regulation 1177 / 2010 governs passengers' rights in the event of delay and cancellation of travel.
In case your departure is cancelled or delayed, we will inform you as soon as possible of the new expected departure and arrival times.
If your departure is cancelled or delayed by more than 90 minutes, you are entitled to the following:
Offers of reimbursement of accommodation costs and complimentary snacks, meals, or refreshments do not apply if the cancellation/delay is caused by weather conditions or extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken.
If arrival at your final destination is delayed , you may also be entitled to a compensation in the form of a reduction in the ticket price:
Compensation is calculated based on the price paid for the transportation portion of the ticket (i.e. the price paid for: passengers, cabins/seats, and vehicles); other products (such as meals, internet, pets, etc.) are not included in the compensation calculation. A 25% reduction is given if the delay is at least:
A 50% reduction of the transport portion of the ticket price is granted if the arrival is delayed by more than twice the number of hours listed above.
None of the aforementioned rights apply in the following cases:
Fjord Line reserves the right to change published prices and schedules, as well as the right to apply surcharges resulting from changes in exchange rates, fuel prices, or government-imposed taxes and fees. Fjord Line also reserves the right to make changes to the schedule and itinerary of Fjord Line vessels.
Fjord Line reserves the right, if necessary, to cancel any crossing with a refund of the paid ticket price or to reschedule to the next available departure, and to replace any vessel described on the confirmation and/or on websites with any another vessel.
Personal belongings found onboard will be stored for one month at our ticket offices in Stavanger (for items found on MS Stavangerfjord/MS Bergensfjord) and Kristiansand (for items found on Fjord FSTR). Items not claimed within this period will be discarded or donated to Fretex/ The Salvation Army. Passports and other identification papers, driver’s licenses, bank cards, as well as any valuables will be sent to the police or bank. Fjord Line shall not be liable for any items found onboard.
*Note: Duty-free items and prescription medications are subject to stricter customs regulations and cannot be handled or released as regular lost-&-found property. These items are therefore neither stored ashore nor can be collected at our ticket offices. Please contact our customer service: +47 51 46 40 99 for further guidance.
We register all information, including personal data, that you provide to us in connection with the purchase of your ticket in accordance with applicable data protection laws and our current Privacy Policy, which can be found here: Privacy Policy.
Please note that information regarding dangerous goods and weapons brought onboard may be shared with the relevant security services both on land and onboard.
In the event of loss of or damage to luggage, passengers must submit a written notification to Fjord Line without undue delay after having become aware, or should having become aware, of the circumstances justifying a potential compensation claim:
Failure to comply with these requirements will result in the assumption that all luggage was received in undamaged condition upon disembarkation, and the passenger will lose the right to claim compensation unless proven otherwise.
This notification requirement will only be considered fulfilled if the passenger's luggage has been subject to a joint inspection or review while onboard the vessel and if the incident was duly documented using the vessel’s official reporting form for losses/ damages.
Please note that the ship’s reporting form only functions as documentation of the incident and does not constitute any acknowledgment of liability.
Compensation claims must be submitted in writing either by letter or email to: info@fjordline.com, no later than 2 months after the incident. A copy of the ticket, the reporting form and any other relevant documentation must be included.
If the complaint concerns products or services onboard (e.g. cabins, food services, tax-free items, etc.), the complaint must be submitted directly to the onboard staff to ensure a timely and appropriate resolution.
If you disagree with the outcome of Fjord Line’s complaints process, you may escalate your case to the Norwegian Travel Complaints Board (Transportklagenemda) for boat travel. Complaint handling is free of charge for passengers.
Complaints can be submitted on the website of the Norwegian Travel Complaint Handling Body (Norsk ReiselivsForum), which acts as the secretariat for both the Transport Complaints Board (Transportklagenemda) and the Package Travel Complaints Board (Pakkereisenemnda). Your case must be submitted to the board within one year from having filed your written complaint to Fjord Line AS.
For more information, contact the board directly at telephone +47 22 54 60 00 or visit https://reiselivsforum.no/en
The Norwegian Maritime Authority has been designated as the national enforcement body responsible for ensuring that carriers, terminal operators, and any port authorities comply with the regulations on passenger rights, cf. FOR 2016-06-20 no. 752.
Any dispute and/or claim arising from or in connection with the transportation agreement shall be governed by the Travel Conditions and Norwegian law, with Sør-Rogaland District Court as the agreed legal venue. Legal action may be brought against Fjord Line AS, Elganeveien 1, 4373 Egersund, Norway.