In order to provide the best possible information to the passenger public, the Ministry of Shipping and the Aegean has issued an information brochure, which explains the rights and obligations of those who travel by passenger ships. From today, Friday, June 21, the Coast Guard – Hellenic Coast Guard, in collaboration with the Greek Consumers’ Union, will distribute the relevant brochures in all the country’s ports.
“With the law 4150/2013 “Restructuring of the Ministry of Shipping and the Aegean and other provisions”, which was recently passed by the Parliament, we proceeded decisively to update and modernize the Charter of Rights of Passengers in coastal shipping, establishing an even stronger foundation for the existing legal framework”. said the Minister of Shipping and the Aegean, Kostis Mousouroulis. “In any case, we will strictly control the observance of the law and the protection of all passengers traveling in Greek seas.”
The 21 useful questions and answers contained in the booklet are as follows:
1. What am I entitled to if the seat or cabin type indicated on the ticket is not provided?
(a) To withdraw and receive the value of the fare you paid (passenger or vehicle) and monetary compensation increased by 100% of the price of the passenger fare, or
(b) Travel in a lower seat and receive the passenger fare price difference between the seat class increased by 100% or
(c) Upon your request and the company’s agreement, to travel in a superior seat by paying the difference in the fare price reduced by 50%. The payment of the difference does not apply if your company offers a higher position on its own initiative without your request.
2. Do I have the right to cancel my ticket?
You have the right to withdraw and, depending on the time of return of the entire ticket body, to be refunded the entire fare or a percentage of it as follows:
– 50% rate if you return the ticket up to 12 hours before the scheduled departure.
– 75% rate if you return the ticket up to 7 days before the scheduled departure.
– The entire fare if you return the ticket up to 14 days before the scheduled departure.
– The entire fare regardless of the notice period for proven reasons of force majeure.
In the above cases of cancellation, the reservations in favor of third parties and the VAT are refunded.
3. Do I have the right to amend my ticket?
You have the right to change your ticket if seats are available up to 48 hours before the scheduled departure.
4. What am I entitled to transport without paying special fare?
– You are entitled to carry hand luggage weighing up to 50 kg.
– If you are a person with reduced mobility, you are entitled, in addition to hand luggage, to carry any equipment required for your autonomous movement.
5. Who is responsible for the damage or loss of my luggage on board?
As long as your luggage has been handed over for safekeeping and you have been issued a relevant receipt, the company is responsible.
6. What am I entitled to in case the ship is delayed in leaving the port due to damage or damage to the ship or the fault of the company?
In the event of a delay of more than 90 minutes from the scheduled departure time of the ship, you are entitled to:
To withdraw and for compensation to receive the price of the ticket you paid or
(a) Stay on board, receive light meals or refreshments at the Company’s expense and expense and be forwarded to the destination of your sea voyage at the Company’s expense and expense.
(b) To be provided by the company with food for a delay of more than 4 hours and accommodation on the ship or in a hotel, if this is possible and an overnight stay becomes necessary.
(c) To receive compensation of 25% of the ticket or other compensatory benefit upon agreement only if you were finally forwarded to your destination on the same or another ship at the expense of the company and your delay is:
· 1 hour for scheduled journey duration up to 4 hours.
· 2 hours for scheduled journey duration over 4 hours and up to 8 hours.
· 3 hours for a planned trip duration over 8 hours and up to 24 hours.
· 6 hours for a planned journey duration of more than 24 hours.
If your delay is twice the time mentioned in the above cases, you are entitled to 50% compensation on the ticket.
(d) To receive compensation twice the passenger fare as well as the return of the vehicle fare you paid or by agreement other compensatory provision, if due to the fault of the company you were not forwarded to your destination on the same or another ship within 24 hours from the scheduled departure time .
7. What am I entitled to in case the ship is delayed during the trip due to its breakdown or damage or the fault of the company?
– To withdraw and be refunded the price of the ticket for the rest of the route or
– Continue your journey and receive 25% compensation on the ticket or, upon agreement, another compensatory benefit when the late arrival at your destination port is:
· 1 hour for scheduled journey duration up to 4 hours.
· 2 hours for scheduled journey duration over 4 hours and up to 8 hours.
· 3 hours for a planned trip duration over 8 hours and up to 24 hours.
· 6 hours for a planned journey duration of more than 24 hours.
If your delay is twice the time mentioned in the above cases, you are entitled to 50% compensation on the ticket.
The exercise of one of the above rights is evidenced by the signed completion of the relevant form provided to you by the company upon informing you of the fact of the trip being delayed.
8. What am I entitled to in the event that the journey is interrupted at an intermediate port due to breakdown or damage of the ship or due to the fault of the company and if I was finally forwarded to my destination?
To receive compensation of 25% of the ticket or other compensatory provision upon agreement if you were finally forwarded to your destination on the same or another ship at the expense of the company and the late arrival at your destination port is:
· 1 hour for scheduled journey duration up to 4 hours.
· 2 hours for scheduled journey duration over 4 hours and up to 8 hours.
· 3 hours for a planned trip duration over 8 hours and up to 24 hours.
· 6 hours for a planned journey duration of more than 24 hours.
If your delay is twice the time mentioned in the above cases, you are entitled to 50% compensation on the ticket.
9. What am I entitled to if my journey is interrupted at an intermediate port due to breakdown or damage to the ship and if I did not proceed to my destination and did not exercise the right of withdrawal?
(a) To be provided by the company with food and accommodation, throughout the waiting time until the continuation of your journey, on the ship or in a hotel, if this is possible and an overnight stay becomes necessary.
(b) To receive compensation double the fare or other compensatory provision after agreement with the company.
The exercise of this right is evidenced by the signed completion of the relevant form provided to you by the company upon informing you of the fact of the interruption of the trip.
10. What am I entitled to in the event that the trip is delayed or canceled due to a breakdown or damage to the ship or the fault of the company and I miss the response to continue the sea trip?
– As long as you have a return ticket, you inform the company about this and you are entitled to be promoted in the most convenient way to your final destination at the company’s expense and care.
– To be offered food and accommodation at the port of call, at the expense of the company, when due to the loss of the call you are forced to depart the day after your arrival, or it becomes necessary for you to spend the night or stay longer than that that you had planned.
11. What am I entitled to in the event that the sailing of the ship is prohibited due to adverse weather conditions?
– Modify your ticket.
– To stay on the ship as long as the conditions allow it at the master’s discretion.
– To withdraw and be refunded the corresponding fare.
12. What am I entitled to if the trip is canceled due to the fault of the company?
Receive full compensation or other compensatory benefits of your choice if:
– You were not informed one week before the scheduled departure of the canceled itinerary and you were not refunded the price of the ticket or
– You were not notified at least 12 hours before the scheduled departure of the canceled itinerary and you were not forwarded by another means to your destination within 12 hours of the scheduled departure of the canceled itinerary.
13. What am I entitled to in the event that the trip is canceled due to breakdown or damage to the ship?
– To be informed in time and if you agree to be forwarded to your destination at the expense of the company within 24 hours or to withdraw and be refunded the price of the ticket.
– If you are not forwarded to your destination or if you do not withdraw in accordance with what was mentioned in the previous case, you are entitled to be granted by the company food and accommodation on the ship or in a hotel, if this is possible and an overnight stay becomes necessary.
– To receive monetary compensation twice the passenger fare or other compensatory provision upon agreement if, due to the fault of the company, you are not forwarded to your destination within 24 hours.
14. What am I entitled to in case I am not allowed to board the ship while I have a valid ticket?
– To receive compensation three times the value of the passenger fare or
– The shortest promotion to your final destination, at the expense of the company, food for a delay of more than 4 hours and accommodation on board or in a hotel, if this is possible and an overnight stay is necessary. or transfer at a time of your choice. In this case, you additionally receive the value of the passenger fare as compensation.
15. Where can I return my ticket?
You can return or amend your ticket from where you issued it or at the shipping agent designated by the port by the company or at any person issuing passenger tickets and vehicle receipts for the particular ship.
16. How will my fare be refunded and compensation paid?
You must deliver the entire ticket body or slip to the company or the ticket issuer or to the shipping agent designated by the company at the port up to 7 days after the scheduled departure of the ship.
17. Does the company have other obligations that I should be aware of?
Yes, you should know that companies are required to:
– Publicly announce the itineraries by any suitable means and inform the public in time about their execution.
– They announce any delay in disembarkation, embarkation and disembarkation of the ship, stating both the estimated time and the cause of the delay, using announcement formats accessible to passengers.
– They inform the interested passenger before issuing the ticket about the prices and discounts and not to increase the price of the ticket for which a reservation was made through the electronic seat reservation system until the agreed date and time of receipt or payment of the ticket.
– They inform the passenger in detail about his rights and obligations arising from the provisions of the law.
18. What obligations do I have towards the company?
As a passenger you are required to:
– You arrive on the ship half an hour before the scheduled departure time and bring the vehicle to the loading waiting area at least 1 hour before departure.
– You occupy the corresponding seat indicated on the ticket, do not place your luggage or other objects on the seats or other passenger seats in order to deprive another passenger of their seat and comply with the regulations of the ship as well as the instructions of the master or the of the ship’s personnel related to the peace, order, cleanliness and safety of the ship.
– Do not transport explosive, flammable, incendiary and generally dangerous materials.
– You give your exact details and, if you wish, contact details to inform you in case of delay, cancellation or cancellation of the itinerary and check the correctness of the details written on the ticket.
19. Where can I go to file a complaint if the company does not fulfill its obligations?
– For any complaint or complaint regarding non-compliance with the obligations of the company or the issuer of the ticket, or the operator of the port terminal as defined in the provisions of Law 3709/2008, as well as for any claim arising from the provisions of the same law you address within two months, accordingly, initially to the company or the issuer of the ticket or the maritime agent or the operator of the port terminal. During the voyage to the ship’s officer designated by the master. You fill in the special complaint form, which you can obtain accordingly on board, at the ticket offices, at the port authorities and at the port facilities.
– After the lapse of 2 months if no answers or sufficient explanations have been given by the company or the ticket issuer or the operator of the port terminal, to complaints or complaints, you can fill in and submit the same special complaint form, attaching a photocopy of original complaint form that you filled out directly:
a) to the Port Authority of your embarkation or disembarkation or
b) to the INA/Directorate of Maritime Transport mentioned on the back of the special form.
20. In what cases do any of my requirements not apply?
No claim can be established for delay, interruption, cancellation or modification of a route due to reasons of public order and security, the application of provisions of the legislation (such as case d of paragraph 3, article six of Law 2932/01) or orders of competent Authority in general and in particular for the provision of assistance to ships or persons in danger or to any approved modification of the scheduled routes which is related to the service of emergency transport needs or the service of the public interest.
21. I am a person with special needs or reduced mobility, can I travel comfortably and safely?
– The operator of the port terminal in collaboration with the company are obliged to ensure and provide you with free assistance and suitable access conditions, both inside the port and during boarding, disembarking and during your trip.
– In any case of wear or loss of your special equipment due to the fault of the company, it must make every effort to provide temporary and suitable replacement equipment, while at the same time it must pay compensation corresponding to the replacement value of the relevant equipment.
– Do not forget, when issuing your ticket or at the latest 48 hours before you travel, to inform the company about your special needs and the required services that should be provided to you.
