Ship and ferry traffic

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1Begin

2Service

3 Part of a travel package?

4Ship voyage information

5Complaint?

6What is your claim?

7Filing a complaint on a travel package

8Defects of the travel package

9Information

10What is your claim?

11Compensation for damages?

12Claim for damages

13Claim for damages

14Description

15Complainant

16Check

17Summary

The application helps you draw up a written complaint that you can send to the trader.

A few points about the process:

Progress: The Complaint Assistant will first ask you for information that can be useful in resolving your issue. You will be asked to provide your own description of the issue and your contact details at the end of the process. The end product will be a complaint letter, which you can then send to the trader.
Click on the Information button (i) for general information about your rights in these kinds of situations. If you want to learn more about your rights before filing a complaint, there are instructions and information about consumer rights on our website (opens link in new tab).

Information about the case

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Service and counterparty

Service

Brand

Information about the counterparty

Counterparty

Place of purchase

Is your ship voyage part of a travel package?

Is your ship voyage part of a travel package?*

The passenger rights specified in the Complaint Assistant are based on EU legislation, Ship passenger rights.

These rights apply when

the voyage in question involves scheduled passenger ship traffic (e.g. ship voyages to Stockholm, Tallinn, Germany, etc.).
you depart from a port within the EU aboard any carrier
you arrive at a port within the EU aboard a carrier registered in the European Union that provides passenger traffic services to/from the EU

These rights do not apply to:

cruises where the overnight stay does not exceed 2 nights on board
ships that carry no more than 12 passengers
ships that have no more than 3 crew members
ships that cover a distance of less than 500 meters, one way
most types of historical ships
excursion and sightseeing ships

Yes

It is considered a travel package when you purchase at least two different types of travel services for a trip or holiday at a combined or total price.

If the main purpose of the ship voyage is primarily recreation and holidaymaking aboard the ship, this is a question of a travel package that includes two, separate travel services (transport and accommodation). For example, cruises including overnight stays in a ship cabin are, in many cases, travel packages.
If the purpose of the ship voyage is to transport the passenger from one place to another and staying overnight aboard the ship is a necessary part of the voyage, this is not considered a travel package (e.g. a one-way ship voyage from Helsinki to Stockholm).

The tour operator must tell the passenger whether the ship voyage is a travel package.

Enter information related to the matter in question

Fill in the necessary items.

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Ship voyage information

Travel destination

Point of departure

Order number or other customer number

Voyage price €

Voyage starting

DD dot MM dot YYYY

Voyage ending

DD dot MM dot YYYY

Payment method

If you have paid by credit card, you can also reclaim the payment from the credit card company in addition to the service provider in situations where, for example, the company does not provide the service or the service has a defect under the seller’s responsibility that the company refuses to refund. The credit card provider is not liable to return any sum greater than that originally paid to the The credit card provider.

If you paid with a debit card, you may also demand compensation from the card company if the card company’s terms and conditions specify this.

If you charged a purchase to your phone bill and you encounter a problem, you can request a refund from the seller but also from your operator. You can to turn to your operator for financial compensation for example in the following cases: the company does not deliver the purchased goods or services, the purchase has been invoiced incorrectly, the goods or service have a defect for which the seller is liable and which the company does not agree to refund. The operator is not liable to return any sum greater than that originally paid to the operator for the service.

This is a question of a seasonal ticket

Mitä asiaa reklamaatiosi koskee?

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Topic of complaint

Mitä asiaa reklamaatiosi koskee?

Cancellation of a departure

Delay of a departure

Late arrival of the ship

Service defect

Are you demanding a price reduction?*

Yes

If the voyage fails to meet your expectations, you are entitled to demand a price reduction from the shipping line.

The price reduction must correspond to the extent of the defect.

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Claim concerning a fault in the ship voyage

The amount of discount sought €

What is your claim?

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Claim

Mitä vaadit : lähdön peruuntuminen*

Choose one or multiple alternatives

Reimbursement for the price of the ticket

If a departure is cancelled or delayed by more than 90 minutes, you can choose one of the following alternatives:

1) Cancellation of the voyage and reimbursement for the price of the ticket as well as a free return voyage to the first point of departure (if necessary).

You can demand refund of each cancelled leg of the voyage and an already completed leg of the voyage, if it carries no benefit for the original travel plan.

2) Re-routing to the original destination under equivalent termsas soon as possible and without any additional charges.

N.B. The demand cannot be made for cruises that include over 2 nights on board the ship. In these instances you can refer to the terms and conditions of the trip

I demand a free return voyage

If the ship departure has been cancelled or delayed by more than 90 minutes and you choose a refund of the price of the ticket, you may also demand a free return voyage to the point of departure specified on the ticket as soon as possible.

With your consent, the shipping line may reimburse you for the price of the ticket in the form of travel vouchers or services.

I demand re-routing of the voyage

If a departure is cancelled or delayed by more than 90 minutes, you can choose one of the following alternatives:

1) Cancellation of the voyage and reimbursement for the price of the ticket as well as a free return voyage to the first point of departure (if necessary).

You can demand refund of each cancelled leg of the voyage and an already completed leg of the voyage, if it carries no benefit for the original travel plan.

2) Re-routing to the original destination under equivalent termsas soon as possible and without any additional charges.

N.B. The demand cannot be made for cruises that include over 2 nights on board the ship. In these instances you can refer to the terms and conditions of the tr

I demand a price reduction

If the voyage fails to meet your expectations, you are entitled to demand a price reduction from the shipping line.

The price reduction must correspond to the extent of the defect.

Mitä vaadit : laivan saapuminen myöhässä*

I demand 25% off the price of the ticket

You may demand 25% off of the price of the ticket if the ship is delayed at least:

1 hour, if the scheduled travel duration is no more than 4 hours
2 hours, if the scheduled travel duration is over 4 hours but no more than 8 hours
3 hours, if the scheduled travel duration is over 8 hours but no more than 24 hours
6 hours, if the scheduled travel duration is no more than 24 hours

With return tickets, a delay on either leg of the voyage entitles the passenger to compensation of 25–50% of half of the ticket price

Holders of commuter passes or season tickets may demand compensation for repeated delays in accordance with the compensation policy of the shipping line they use.

I demand 50% off the price of the ticket

You may demand 50% off of the price of the ticket if the ship is delayed at least:

2 hours, if the scheduled travel duration is no more than 4 hours
4 hours, if the scheduled travel duration is over 4 hours but no more than 8 hours
6 hours, if the scheduled travel duration is over 8 hours but no more than 24 hours
12 hours, if the scheduled travel duration is no more than 24 hours

With return tickets, a delay on either leg of the voyage entitles the passenger to compensation of 25–50% of half of the ticket price

Holders of commuter passes or season tickets may demand compensation for repeated delays in accordance with the compensation policy of the shipping line they use.

I demand a price reduction

If the voyage fails to meet your expectations, you are entitled to demand a price reduction from the shipping line.

The price reduction must correspond to the extent of the defect.

The amount of discount sought €

Filing a complaint on a travel package

The tour operator is responsible for the entire travel package, for example the services included in the trip, such as transport and accommodation. Liability cannot be transferred to subcontractors, such as transport providers or hotels.

On the tour: File a complaint about any tour deficiencies you notice as soon as possible. If you only file a complaint after the tour about a deficiency that could have already been rectified during the tour, there is usually no right to a discount or other compensation.
After the tour: If the defect was not rectified, or if it was not possible to rectify the defect, you can file a complaint to the tour operator after the tour.

Click “Next” to continue filing a complaint about a travel package.

Bankruptcy of the travel agency: You can find instructions on what to do in case the travel agency goes bankrupt on the website of the Finnish Competition and Consumer Authority.

Defects of the travel package

In my opinion, the travel package has a defect, for which the tour operator is liable, because*

Choose one or more statements that suit the situation

The travel package is not what was agreed

The performance of the tour operator has a defect if the services or other arrangements of the tour does not correspond to what can be considered the agreement.

Essential information was not provided before the tour

The tour operator’s performance is defective if before the trip, the tour operator has provided the traveller with incomplete preliminary information and this can be presumed to have influenced the traveller’s decision-making.

The tour operator’s duty to help and assist has been neglected

If a traveler is in difficulty during a trip (eg illness, accident or crime) the tour operator must, without unnecessary delay, provide a traveller who has difficulties, with the following among others

information on health services
information on local authorities and consular services
provide the traveller with the possibility to use means of communication, including email, telephone.
assist the traveller in making alternative travel arrangements
other assistance as appropriate.

The tour operator may charge a reasonable fee for the assistance provided if the traveller has caused the inconvenience deliberately, or through negligence. The fee is limited to the actual costs incurred from providing assistance.

Information about the object of complaint

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information about the travel package

Defective service

Price

Tour ordered

DD dot MM dot YYYY

Destination

Mode of transport

Departure date

DD dot MM dot YYYY

Return date

DD dot MM dot YYYY

Defect noted

DD dot MM dot YYYY

Payment method

If you have paid by credit card, you can also reclaim the payment from the credit card company in addition to the service provider in situations where, for example, the company does not provide the service or the service has a defect under the seller’s responsibility that the company refuses to refund.

If you paid with a debit card, you may also demand compensation from the card company if the card company’s terms and conditions specify this.

The credit card provider is not liable to return any sum greater than that originally paid to the The credit card provider.

The complaint has already been filed for the first time during the tour

If you have not reported a defect at the destination to a representative of the tour organiser and the defect could have been rectified at the destination, you usually lose your right to demand a discount.

What is your claim?

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Demand regarding a defect of a travel package

Mitä vaadit : matkapaketti

I demand that the defect be rectified

The tour operator must correct the defect in the travel service without incurring any costs or material inconvenience for the traveller. For example, if a traveller is moved to a more expensive hotel due to defects in the accommodation, the traveller does not have to compensate for the price difference or transportation to another hotel.

In general, the tour operator must correct the defect immediately. If an immediate correction is not necessary, the defect must, however, be corrected within a reasonable period of time defined by the traveller. The reasonable deadline depends on the quality of the defect and its significance to the traveller.

If it is impossible to correct a defect or unreasonable costs are incurred by the tour operator, the tour operator has the right to refuse to correct the defect.
If the tour operator refuses to correct the defect, the traveller is entitled to a price reduction and compensation for damages. Travellers may also correct the defect themselves and require the tour operator to pay for the costs incurred.

If a significant part of the travel services cannot be arranged as agreed or the traveller’s return to the place of departure of the trip is not realised as agreed, the tour operator must offer alternative arrangements suitable for continuing the trip.

I demand a discount

A discount may be considered if, for example, the defect has not been rectified without delay at the operator’s own expense, or if it is not possible to rectify the defect.

The traveller has the right to an appropriate price reduction for the time during which the tour operator’s performance was defective.

The price reduction must be appropriate. When calculating the price reduction, the starting point is the total price of the travel package, not the price of the individual travel service that contained the defect.

There is no right to a price reduction if the tour operator proves that the defect was caused by the traveller.

Insignificant changes in the implementation of a travel package contract do not justify a price reduction.

I demand that the agreement be cancelled

Before the trip

Travellers have the right to cancel a travel package contract at any time before the start of the trip.

The traveller need not inform the tour operator about the reason for the cancellation.

A tour operator may generally charge the traveller an appropriate and justified cancellation fee if the traveller cancels a travel package contract. Exceptions to this include exceptional circumstances (for example at or near a travel destination, military action, terrorism, natural disaster or strike) resulting in the cancellation of the trip or a presumably significant defect in the tour operator’s performance.

If after the agreement the price increase accounts for more than 8% of the total price of the travel package, the traveller has the right, without a cancellation fee, to cancel the contract within a reasonable time after being informed of the increase.

If the tour operator significantly changes any of the main features of the trip, the traveller has the right to cancel the contract, without a cancellation fee, within the time limit set by the tour operator.

During a trip

If the defect significantly affects the realisation of the travel package and the tour operator fails to correct the defect within a reasonable time set by the traveller, the traveller has the right to cancel the contract.

If the traveller terminates the contract, he/she has – in addition to the price reduction and damages – the right to return transport corresponding to the travel package contract.

The amount of discount sought €

Are you demanding compensation for damages?

Vaaditko vahingonkorvausta

Yes

The shipping line is responsible for personal injury caused by events during the voyage and damages caused by the delay to the passenger, if the damages in question were caused by an error or negligence on the part of the shipping line or a person authorised by the company. For example:

personal injury
damages caused to the passenger from being delayed
luggage, if luggage is lost or damaged

Damages can only be received for verifiable expenses, such as an unused train ticket that the passenger could not use because of the delay.

Keep the receipts, so you can provide proof of the incurred damages.

No compensation is provided for inconvenience or mental suffering.

Are you demanding compensation for costs due to damages?

Vaaditko korvausta: matkapaketti

Yes

The traveller has the right to receive appropriate compensation from the tour operator for any damage caused by the defect in the tour operator’s performance.

In order to obtain damages, the traveller must be able to prove a defect in the tour operator’s performance, and the defect and the damage caused by the defect alongside the amount of damage. The traveller must strive to prevent the occurrence of damage and limit its extent.

Damages to be compensated include, for example:

extra costs incurred by the traveller due to the defect or costs that have become superfluous.
loss of income and additional accommodation costs caused by delays in the return.
the loss of travel or holiday enjoyment. The loss of enjoyment can entitle to compensation in situations such as a serious illness contracted from meals included in the travel package.
prevented use of goods due to a delay in the transport of luggage if, given the duration of the delay and other factors, it can be considered to have caused harm to the traveller.

The traveller is not entitled to compensation if the tour operator proves that the defect was due to any of the following:

the traveller.
unavoidable and exceptional circumstances (e.g. war, terrorism, occurrence of a serious illness at a destination, natural disasters, strikes).
third parties unconnected to the provision of travel services, and the defect could not reasonably be foreseen or prevented.

Demanding compensation for damages

Negligence prior to departure €

The passenger is not entitled to compensation for negligence if the cancellation or delay was announced prior to purchase of the ticket or the situation was caused by the actions of the passenger.

If departure from the port is cancelled or delayed more than 90 minutes, the shipping line must provide some form of refreshment. If the shipping line fails to fulfil its obligations, the passenger is entitled to demand compensation for:

reasonable snacks, meals or refreshments in proportion to the length of delay.
additional accommodations and transfer between the terminal and place of accommodations, if accommodations are required for one or more nights. The shipping line is entitled to limit the cost of accommodation to 80 euros per night and no more than three nights per passenger. The right to accommodations and transport does not apply if the shipping company demonstrates that the cancellation/delay was caused by weather conditions that compromised safety, such as heavy winds, rough seas or floods.

Keep the receipts, so you can provide proof of the incurred damages.

Travel costs €

Compensation for damages may be claimed for financial losses incurred by the delay or cancellation.

It is possible to claim compensation e.g. for additional travel costs incurred due to a missed connection.

The damage must be shown by a receipt or by some other trustworthy manner.

Telephone costs €

Other costs €

Totalt €

I will complete my claim as the damage becomes more accurate.

Information about damages

Demanding compensation for damages

Phone expenses

Clothing expenses

Accommodation expenses

Travel expenses

Other expenses

Total

I will complete my claim as the damage becomes more accurate.

Information about damages

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Description

Brief description of the grievance (to the business or seller of a property):

Complainant

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Contact information

Name

Address

Postal code

Post office

E-mail address

Phone number

You need to send your complaint to the counterparty yourself

Accessing your complaint

Click on the “Next” button at the bottom of this box to view your complaint, which you can then send to you email address or download or print out.

If the email does not appear in your inbox, check your junk mail folder and other folders. You can also search for the message in folders with the word "complaint". The email may arrive after a delay of a few minutes.

You can edit the content by going back by pressing "Back".

Filing your complaint

You need to send your complaint to the counterparty yourself. The complaint assistant is simply a tool and cannot file your complaint on your behalf. You can file your complaint by

emailing it to the counterparty.
copying the information into the seller’s complaint form on their website.
printing out the complaint and sending it by post.

Complaint

{summary}

I await an answer within two weeks. Thereafter I may choose to contact the consumer advice.

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