These Terms of Business include certain limitations and exclusions in respect of our liability for death, personal injury, financial loss and damage to property, even if caused by our negligence.
If you have any query or other concern, please contact our Customer Services Department (Telephone: +44 (0) 343 208 1800).
1. YOUR CONTRACT WITH US
If you have any complaint in respect of services provided by us please bring it immediately to the attention of the management on the spot. If it is not then resolved to your satisfaction you should contact our Customer Services Team promptly giving the booking reference number, full details and if possible a daytime telephone number or e-mail address, so that we can make a timely and thorough investigation.
It is recommended you take out Breakdown Assistance and Personal Travel Insurance which can cover you in the event that you have to cancel your trip or compensate you for delays and provide assistance following vehicle breakdown.
5.4. Groups of 10 or more: Vehicles with 10 or more passengers (including drivers and children of any age) must be booked as a Group. Please call our Group Travel Team on +44 1255 202 345.
5.6. Pets: Pets may only travel if accompanied by a passenger. On some ferries dogs are allowed on board subject to the following rules:
- They must be escorted directly to the deck and always remain on a leash.
- All excrement must be disposed of correctly.
- They should never be left unattended on board.
- The owner is fully responsible for their animals while on board.
- Guide dogs are always welcome on our ferries and are permitted to accompany their owners onto the passenger decks, and are also allowed into their cabin during the crossing.
On checking in, please inform the Stena Line staff of the pets which are travelling in your vehicle. You must comply with the applicable regulations and ensure that all necessary pet travel documents are up to date before the departure and the return trip. If you are unsure about the regulations relating to the transportation of pets, please contact Stena Line.
When booking a ticket, please do not forget to inform our staff if you intend to travel with a pet. Failure to do so may result in your animal will not be allowed onboard. If this is the case, your ticket is invalid and a refund will not be issued. If a pet is discovered onboard any ferry without a reservation, we are obliged to notify the police and the veterinary administration, and you may be prosecuted for smuggling.
Fines will be issued if you do not adhere to the Stena Line rules and regulations regarding pet transportation. Examples are given below:
- Walking a dog without a muzzle or taking it to the restaurant – 250 kronor / €35
- Transportation of pets without a valid ticket – 1,000 kronor / €135
Fine are payable at the reception before disembarkation. Dogs must wear a muzzle and be kept on a leash during the sailing; otherwise, they will not be allowed onboard. This is for the safety of other passengers travelling with Stena Line. Failure to adhere to these rules will result in your ticket becoming invalid and you will not be entitled to a refund.
Cats must travel in a transport box. For more information regarding necessary documentation please visit;
Please note it is your responsibility to provide all necessary documents and make all arrangements including where necessary quarantine, to satisfy all legal requirements.
6. TRANSPORT, TIMINGS & ROUTES
We will seek to provide you, your luggage and vehicle with the journey shown on your e-ticket and reservation advice, though ferries, sailing times / dates and destinations may be affected by weather conditions or port closures, or may be changed (at our discretion) by operational requirements.
6.1. In the case of a cancellation or delay in departure we will inform you of the situation as soon as possible and in any event not later than 30 minutes after the scheduled time of departure. We will also inform you of the estimated departure and arrival times of your sailing as soon as this information is available.
6.2. If you miss a connecting transport service due to a cancellation or delay, we shall make reasonable efforts to inform you of alternative connections in accessible formats.
6.3. Where the departure of a ferry is cancelled or delayed for more than 90 minutes beyond its scheduled time of departure we shall offer you a voucher for redemption at any Stena Line port or onboard outlet, the value of which shall be in reasonable relation to the waiting time. Alternatively we may make available refreshments, snacks or meals, in reasonable relation to the waiting time, provided they can reasonably be supplied.
6.4. Where the delay in departure requires a stay of one or more nights we shall offer you and, unless otherwise agreed, arrange, at our cost, the provision of adequate accommodation on board, or ashore, and transport to and from the port terminal and place of accommodation in addition to the voucher, refreshments, snacks or meals provided in accordance with section 6.3 above. The total cost of such accommodation ashore, not including transport to and from the port terminal and place of accommodation, shall be limited to €80 or GBP equivalent per person per night for a maximum of 3 nights.
6.5. Where we reasonably expect a ferry to be cancelled or delayed in departure for more than 90 minutes, you shall be offered the choice between:
(a) re-routing to your final destination, under comparable conditions, as set out in your e-ticket and reservation advice, at the earliest opportunity and at no additional cost to you.
(b) reimbursement of the ticket price and, where relevant, a return ticket free of charge to the first point of departure, as set out in your e-ticket and reservation advice, at the earliest opportunity.
6.6Where the ferry is cancelled or delayed in departure from a port for more than 90 minutes, you shall have the right of such re-routing or reimbursement of the ticket price from us within 7 days.
6.7. Without losing the right to transport, you may request compensation from us if you are facing a delay in arrival at your destination port as set out in your e-ticket and reservation advice. The minimum level of compensation shall be 25% of the ticket price paid for a delay of a least:
(a) one hour in case of a scheduled journey of up to four hours
(b) two hours in case of a scheduled journey of more than four hours, but not exceeding eight hours
(c) three hours in case of a scheduled journey of more than eight hours, but not exceeding twenty four hours; or
(d) six hours in case of a scheduled journey of more than 24 hours.
6.8. If the delay exceeds double the time set out in section 6.7 above the compensation shall be 50% of the ticket price for that leg of your journey.
6.9. Where you hold a combined ticket for an outward and return journey compensation under sections 6.7 and 6.8 above shall be calculated in relation to 50% of price paid for the combined ticket.
6.10. We may offer vouchers providing a discount off the ticket price for a future trip as an alternative to the compensation set out in sections 6.7 and 6.8 above.
6.11. Assistance in the event of cancelled or delayed departure, re-routing and reimbursement and compensation off the ticket price in the event of delay in arrival will not apply if you have an open ticket as long as the time of departure is not specified or where you were informed of the cancellation or delay before purchase of your ticket or if the cancellation or delay is caused by your fault.
6.12. You shall not be entitled to compensation under sections 6.7, 6.8 and 6.10 or the provision of accommodation at no charge to you under section 6.4 where the cancellation or delay is caused by weather conditions endangering the safe operation of the ship.
Weather conditions include strong winds, heavy seas, strong currents, difficult ice conditions, extremely high or low water levels, hurricanes, tornados and floods. or by extraordinary circumstances hindering the performance of the ferry service;
Extraordinary circumstances include, but are not limited to, natural disasters including fires, earthquakes, terrorist attacks, wars and military or civil armed conflicts, uprisings, military or illegal confiscations, labour conflicts, landing any sick, injured or dead person, search and rescue operations at sea or on inland waterways, measures necessary to protect the environment, decisions taken by traffic management bodies or port authorities, or decisions by the competent authorities with regard to public order and safety as well as to cover urgent transport needs.
7. YOUR RESPONSIBILITY
7.1. Refunds: We require you to accept that you will not be entitled to a refund if you change or cancel the travel arrangements for your booking other than as expressly set out in Clause 8.
7.2. Safety and security:
(a) We require you to accept that we are entitled at our discretion (subject only to refund of the fare) to refuse to provide transport for any person, luggage or vehicle for any reason related to safety or security or in the interests of other passengers or to ensure compliance with immigration, customs, health or other applicable regulations. You must comply with all safety and security regulations and notices and any instructions given to you by our employees or agents.
(b) We expect that at all times you conduct yourself in a manner not likely to endanger or threaten any person or property, injure or assault any person, threaten, abuse or insult other passengers or members of the crew, cause the theft, loss of or damage to property, or prejudice the health of, or cause distress, discomfort or unnecessary inconvenience to any passenger or crew member.
If in our reasonable opinion your conduct is likely to give cause for concern we reserve the right to refuse to allow you to embark or require that you disembark and / or leave the terminal facilities and we may also report the matter to any relevant police or other enforcement authority.
We also reserve the right to refuse to carry you on your return journey or at any time in the future. Under such circumstances we will not refund any money that you have paid for the relevant journey, we shall have no liability to you as a result of the cancellation of your travel, and you will reimburse us any costs we incur in order to repair or replace property, lost damaged or destroyed by you and compensate any passenger or crew member affected by your actions.
7.3. Firearms, dangerous goods: You must not bring with you dangerous goods, firearms or animals without our prior written permission, compliance with all applicable regulations and the obtaining of any relevant licences.
7.4. Searches: We require you to accept that we and any relevant port authority are entitled to carry out searches of passengers and vehicles pursuant to any statutory or other legal requirements.
7.5. Travel with another carrier: We require you to accept that if for any reason you travel instead with another sea carrier (or are travelling on our ferry instead of with another carrier) these Terms of Business will apply.
7.6. Loss / damage to luggage / vehicle: We require you to notify us
(a) before or at the time of disembarkation in respect of apparent damage to or loss of luggage and/or vehicle, and
(b) within 3 days of disembarkation in respect of damage to or loss of luggage and/or vehicle which is not apparent; if you do not notify us within those periods, you will be presumed to have received your luggage and vehicle undamaged. We shall have no liability in respect of loss of or damage to cash, negotiable securities, gold, silverware, jewellery, ornaments, works of art, electronic equipment or other valuables unless they have been identified to and deposited with us for the agreed purpose of safekeeping.
7.7. Luggage left with us: If luggage is left with us after your journey, we may after a reasonable period sell it and need only account to you for the proceeds (less storage charges and costs of sale) if you make a claim within 12 months of the journey.
7.8. Failure to disembark: If for any reason (unless the cause is a fault on our part) you, your luggage and/or your vehicle do not disembark at the end of the journey you and / or they may be returned at our discretion to the port of departure or taken to another port with you being charged the appropriate fare in each case.
7.9. Documentation: We require you to reimburse us in full for any fines, repatriation or other removal costs, detention costs and other related expenses which we bear or incur by reason of your failure to possess all the documentation required by immigration, customs, health or other applicable regulations. It is advisable to have some form of documentation with a photograph when travelling.
7.10. Alcohol: No alcohol may be brought on board for consumption on your crossing. We reserve the right, at our discretion, to confiscate without compensation any alcohol believed to be for this purpose. Alcohol may only be consumed on board that has been purchased from the onboard bars or restaurants. We reserve the right to confiscate any other alcohol being consumed on board (including alcohol purchased from the on board shops), without compensation.
8. CHANGES / CANCELLATION
You may cancel a travel-only booking at any time prior to departure subject to the cancellation charges shown in section 8.2 of our Terms of Business.
8.1. How to cancel: You may cancel a travel-only booking over the telephone, via our website if the original booking was made on www.stenaline.us, or by informing us in writing.
8.2. Cancellation charges (Port–to–Port Fares): Cancellation charges will apply as follows:
(a) Economy: If you have purchased an Economy ticket, changes to your ticket are permitted, subject to an amendment fee of €40 for motorist and for foot passenger bookings. In addition to the amendment fee, any difference in fare or cost of extra items added to your booking is also payable. Should you cancel your booking, no refund is due.
(b) Flexi: If you have purchased a Flexi ticket, changes are permitted and no amendment fee is payable. However, any difference in fare, or additional items added are payable. If you cancel your booking, you are entitled to a refund depending on how far in advance of travel you notify us. A €3.50 cancellation fee per sailing applies.
1. Cancel up to 24 hours before travel: 100% refund less cancellation fee.
2. Cancel up to 2 hours before travel: 50% refund less cancellation fee.
3. Cancel within 2 hours of departure: No refund
4. No show or cancel after day of departure: No refund / amendment.
(c) Premium: If you have purchased a Premium ticket you are entitled to express boarding and disembarkation on the Irish Sea routes, breakfast on overnight sailings to Holland and access to the Stena Plus Lounge on all routes. Changes are permitted and no amendment fee is payable.
However, any difference in fare, or additional items added are payable. If you cancel your booking, you are entitled to a refund depending on how far in advance of travel you notify us. A €3.50 cancellation fee per sailing applies.
1. Cancel up to 2 hours before travel: 100% refund less cancellation fee.
2. Cancel within 2 hours of departure: No refund
3. No show or cancel after day of departure: No refund / amendment.
(d) No refunds are payable for cancellation of day trip, sightseeing tours or cruise bookings.
(e) Separate cancellation charges vary on a Rail & Sail booking depending on ticket type – please call +44 (0) 343 208 1800 for further details.
8.3. Refunds: Refund of the price paid will be made if applicable, less any cancellation charges and subject to any particular conditions of the product purchased, provided that a claim is made within 3 months of the intended departure date. Refunds will not be made in respect of:
(a) the cancellation of pre–booked train seats.
(b) unused elements of your booking.
8.4. Lost or stolen tickets: Tickets for use on the services of other carriers (e.g. railway companies) are subject to the conditions of the particular carrier.
8.5. Amendments at your request: If you request an amendment to your booking, and we are able to accommodate it, you will pay any applicable difference in fare at the time of the amendment plus an amendment fee of €40 if you have booked an Economy fare. Subject to availability.
8.6. Delayed departures: We shall seek to keep you informed and provide for your needs if departure is delayed for any reason as set out in section 6 above. If appropriate, we will seek to arrange a transfer to an alternative Stena Line service.
8.7. Bad weather: Bad weather or sea conditions may lead to the cancellation of services. We do our best to assist passengers when this is the case, but cannot accept liability for any costs or inconvenience incurred.
9. OUR LIABILITY
9.1. Limitations and exclusions: Our liability in respect of death or personal injury shall in no case exceed the appropriate limit under the Convention relating to the Carriage of Passengers and their Luggage by Sea signed at Athens in 1974 as modified or re-enacted (the Athens Convention) and / or Regulation (EC) No 392/2009 of the European Parliament and of the Council of 23 April 2009 on the Liability of Carriers of Passengers by Sea in the Event of Accidents (the PLR), whichever is applicable.
Our liability for loss of or damage to property (regardless of where the loss or damage may occur) shall in no case exceed an amount equal to the respective limits under the Athens Convention or the PLR, whichever is applicable.
Please see clause 7.6 for further restrictions on our liability for certain items; we shall be under no liability to you (or other people travelling pursuant to a booking made by you) for any loss which does not arise naturally in the ordinary course unless you have notified us in writing prior to or upon making the booking of special facts or circumstances relevant to any such claim and we have knowingly accepted the additional risk; Unless otherwise applicable under the PLR we shall be under no liability to you at all if the failure to perform or improper performance of any contractual obligation is caused by:
(a) your own fault or the fault of anybody else included in your booking; or
(b) a third party unconnected with the provision of any service contracted for and the failure is unforeseeable or unavoidable; or (c) (i) any unusual and unforeseeable circumstance beyond our control, the consequence of which could not have been avoided even if all due care had been exercised; or (ii) an event which we or any supplier of services, even with all due care, could not foresee or forestall.
9.2. Athens Convention: The Athens Convention or the PLR, whichever is applicable will apply in respect of each booking and journey by sea. Particulars of the Athens Convention and the PLR are available from our Customer Care Department, Stena Line, Stena House Station Approach, Holyhead, Anglesey, LL65 1DQ.
10. PASSENGERS WITH A DISABILITY
10.1. General and Reservations: If you have a disability and you require any special assistance with regard to on board facilities (including cabins where available), seating, required services or the need to bring your own medical equipment or an assistance dog, you should inform us at the time of booking, or at the very latest 48 hours before the special assistance is required.
10.2. If you have a disability we will carry you where arrangements have been made to provide for your particular needs. If you do not inform us of your particular needs at the time of booking, or at the very latest 48 hours before the special assistance is required, we will nevertheless use reasonable efforts to accommodate your particular needs.
10.3. You should present yourself at the designated point at the port of departure at least 60 minutes before the published embarkation time or such other time specified in your e-ticket and reservation advice.
10.4. Travel with an attendant: We may require that you travel with an attendant if it is essential for safety reasons or you are unable to assist in your own evacuation from the ferry or you are unable to understand safety instructions.
10.5. We reserve the right to limit the number of disabled persons or persons with reduced mobility travelling on any particular sailing:
(a) in order to meet applicable safety requirements established by international, EU or national law or in order to meet the safety requirements established by the competent authorities;
(b) where the design of a ferry or port terminal infrastructure makes it impossible to carry out the embarkation, disembarkation or carriage of the person in a safe or operational feasible manner;
(c) in order to meet Stena Line’s safety policy; (d) where insufficient suitable accommodation is available.
As the number of disabled persons or persons with reduced mobility that we are able to carry may vary from ship to ship and port to port it is important that you notify us in accordance with section 10.1 above.
10.6. Where we have been notified of your special requirements under section 10.1 and it is not possible to carry you for reasons set out in section 10.5 above we shall make all reasonable efforts to propose suitable alternative transport or offer reimbursement of the ticket price.
10.7. Unless otherwise agreed with us in writing the value of the mobility equipment or other specific equipment that you can take on board the ship shall be limited to £2,250 or Euro equivalent.
10.8. Where we cause loss or damage to your mobility equipment or other specific equipment due to our neglect or fault we shall pay compensation corresponding to the replacement value of the equipment concerned or reasonable repair costs, where it is possible to repair the equipment.