Obligations Of Carriers In The Event Of Interrupted Travel


EU Regulation 1177/2010 became applicable on December 18th 2012. This Regulation establishes the rights of all passengers to assistance in cases of delayed or cancelled departures and, in some circumstances, to compensation in case of delay of arrival. This document outlines your rights, the responsibility of the operator(Stena Line) and how complaints should be handled under the Regulation. Further detailed guidance on EU Regulation - Chapter III can be found in the form of guidance documents on the following websites:

GB - Maritime Coastguard Agency:

ROI: National Transport Authority:


Right to care and assistance

In cases of delay where you have arrived at the port and you are booked on a specific sailing, and that sailing is cancelled, or delayed by more than 90 minutes, you are entitled to refreshments, in proportion to the length of the delay. This provision will be dependent upon the facilities available and may only be available to you on boarding the vessel.


Delays or Cancellations

In all cases, if the sailing you are booked on is cancelled, or delayed by more than 90 minutes, you are entitled to re-routing onto an alternative sailing to your destination at no extra cost, or reimbursement of the ticket price.

If the sailing you travel on, either as you had originally booked, or as a result of being re-routed, arrives later than your original scheduled arrival time, due to a technical issue only ( not weather related or extraordinary circumstances) you may be entitled to a refund of 25% or 50% of the price paid for the affected journey leg. The amount of the refund is related to the overall journey time and the length of the delay and is dependent upon circumstances.


Right to Accommodation

If the sailing you are booked on is cancelled (evening or overnight sailings) and dependent upon the circumstances (technical and extraordinary but not weather) you may be entitled to free of charge accommodation until an alternative sailing is arranged. Where possible overnight accommodation will be provided on board the vessel. Alternatively you may wish to make arrangements for accommodation ashore. The cost of this accommodation may be reimbursable (sanctioned by Stena Line) against approved receipted expenditure) Reimbursement costs are limited to €80 per person per night for a maximum of 3 nights.


Process for Refunds and Claims for Costs Incurred

Application for reimbursement of the cost of travel, or any other costs incurred, should be made in writing to Stena Line(contact details as per below). These applications should relate to bookings made directly with Stena Line or via a travel agent or tour operator. In the case of coach passengers, any claims should be addressed to the coach operator. In the case of a Sail/Rail ticket any claim for a disrupted rail service should be made directly to the train company from whom you purchased your ticket and all claims for a disrupted ferry service should be made directly to Stena Line. You should ensure that you include copies of any ticket purchased and copies of all receipts for any expenses claimed e.g. accommodation.


Complaint handling

Any complaints to be made under the Regulation should be directed, in the first instance, to Stena Line (staff at terminals, crew on board or our Customer Care Department). Under the Regulation each operator must have in place an accessible complaint handling mechanism for rights and obligations covered by this Regulation. A complaint must be submitted within 2 months of the scheduled date of the service. The operator must notify the passenger within 1 month of receipt whether the complaint is substantiated, rejected or still under consideration with a final reply and decision within 2 months.


Contacting our Customer Care Department:

by e-mail: at This email address is being protected from spambots. You need JavaScript enabled to view it.;

by telephone: 08447 70 70 70 or

by post: Customer Care Department, Stena House, Station Approach, Holyhead, Anglesey LL65 1DQ