FJORDCLUB

Travel information

 

FAQ

These web pages contain information that may be useful when you are travelling with Fjord Line. Below are answers to questions frequently asked by our guests.

Important information

Border Controls

From 8:00 AM on Thursday 26 November 2015, Norway is implementing stricter border controls. All passengers must show valid identification documents. Fjord Line advises all passengers to carry their passports. We also ask for your understanding that this may lead to increased waiting times. More information here.

Road World Championships in Bergen 2017

Due to the RWC, the driving route to Hurtigruteterminalen has been altered in the period between the 16th – 24th of September. More information here.

Booking and tickets 

Where can I book the trip? 

Bookings can be made via our website, via Fjord Line’s customer service center at +47 815 33 500 or through travel agencies and agents. Please note that if a booking is made by telephone to Fjord Line’s customer service center, an administration fee of NOK 125 is charged per booking. Fjord Club Premium members and Fjord Club Ambassadors are exempt from this fee.

N.B. As of 1st of August there will be a fee of 50 NOK for all bookings done at the terminal or at the car booths.

 

What type of tickets are available? 

For transport tickets (not cruises) we have two different types of tickets: Flex and Economy. Please read our Terms and Conditions of Travel for more information.

 

Can I change my booking? 

Yes, but please note that this could result in an administration fee being charged.
The size of the fee will depend on the type of change you want to make and what type of ticket you have booked. Please read more on this in our Terms and Conditions of Travel, Section 3.

 

Can I book tickets for another person? 

You can, but be aware that if you book, you are responsible for the booking and paying for it, even if you are not traveling yourself. If an invoice is sent out it will be sent to you as the person who booked.

 

Can I book a ticket on the Internet without a credit card? 

Unfortunately not. Our online booking system requires that you pay by credit card. We only accept Visa and MasterCard. If you do not have the possibility of paying with a credit card, you will have to book your trip at one of our offices or through a travel agent.

 

Will tickets be sent to me? 

You will receive a booking confirmation by email. This confirmation acts as a valid ticket once payment is received by Fjord Line. If you do not have email, or for other reasons wish to have travel documents sent by mail, an administration fee of NOK 75 will be charged.

 

I have not received any tickets or travel documents. 
What should I do? 

Contact us by telephone or email (by phone if close to time of departure) and we will send travel documents by email. We can also send you a confirmation of your order via SMS. 
A final possibility is that you note down your booking number and provide this when checking in.

  

Group booking 

To book for groups of more than 20 people, send an email to: group@fjordline.com

 

Payment 

Can I pay for the trip upon departure? 

No. The whole trip must be paid for by cash or credit card if it is booked at a Fjord Line office. If you book your trip on fjordline.com, a valid credit card is the only form of payment accepted.

 

When will my credit card be charged? 

Your credit card will be charged when you confirm the booking. The full amount will be charged at once.

 

Cancellation 

Do I get money back if I decide to cancel the trip? 

It depends on the type of ticket you have booked and how long before departure you cancel. Please read more on this in our Terms and Conditions of Travel, Section 3.

 

Check-in 

How long before departure do I need to check in? 

  • Passengers must check in at least 60 minutes before departure.
  • Check-in closes 20 minutes before departure.

Fjord Line reserves the right to reject passengers arriving at a check-in counter after the specified deadline. Fjord Line gives no refund for paid tickets for passengers not complying with the specified check-in times.

 

What do I need to have with me when I check in? 

Valid travel documents and personal identification.

 

What type of identification do I need when I travel with Fjord Line? 

All passengers over 18 years old must present valid identification with photo (passports are recommended, or credit card or driving license) when entering Norway and Denmark. The name on the id must correspond with the name on the ticket (includes both domestic and foreign travels).


Nordic citizen (NO, SE, DK, IS & FIN)

Passengers with the age of 18 and above must bring valid picture ID (passport, driver's license, credit card).

Children travelling with adult does not need to bring ID.


Schengen Citizen

Passengers from Schengen area must bring either national ID card or Passport. This includes also passengers under the age of 18.


Non Schengen Citizen

Non Schengen passengers must bring Passport /Visa. That also includes passengers under the age of 18.

Passengers are themselves responsible for obtaining the required travel documents. Failure to present travel documents will be deemed as non-appearance and a refund will thus not be given. Passengers are themselves responsible for any costs incurred if an entry permit is not granted by the destination country, e.g. due to lack of travel documents, passport, ID etc. This also applies to expenses incurred in connection with the return trip.

The vehicle must display its origin by means of a country code. An international insurance certificate should be carried.

 

How long before departure can I go on board? 

Boarding usually begins 30 minutes before departure.

 

Age limits 

Can people under the age limit travel alone if they get permission from their parents? 

Unfortunately not. Our crews are not able to take care of children traveling alone.

 

What is the minimum age limit to travel with Fjord Line? 

Age limits apply to passengers who are not accompanied by parents or guardians.

A guardian must be minimum 25 years old to take responsibility for under aged travelers.

There must be at least one guardian per five children or youths on cruises and at least one guardian per 10 children or youths during regular passenger service. Guardians must submit a completed guardian form at least two days prior to departure.  

 

Transport

Route

Age limit

Bergen-Stavanger-Hirtshals

18 years

Langesund-Hirtshals

16 years

Sandefjord-Strömstad

16 years

Kristiansand-Hirtshals

16 years

Bergen-Stavanger (domestic)

16 years

Stavanger-Bergen (domestic) 16 years

 

 

Hotel packages

Route

Age limit

Bergen-Stavanger-Hirtshals

20 years

Langesund-Hirtshals

20 years

Sandefjord-Strömstad

20 years

Kristiansand-Hirtshals

20 years

 

Cruise/Day trip

Route

Age limit

Bergen-Stavanger-Hirtshals

20 years

Langesund-Hirtshals

20 years

Sandefjord-Strömstad

20 years

Kristiansand-Hirtshals

20 years

 

Persons traveling as guardians must complete and submit a legal guardian form no later than two days prior to departure. This form can be requested from our booking office or download it here.

The completed form should be delivered to our booking office or sent by email to info@fjordline.com .

 

Terminals 

Are there lockers in the departure hall? 

Bergen: Yes
Stavanger (Risavika): No
Hirtshals: No
Langesund: No
Sandefjord: No
Strömstad: No

 

Is there parking at the pier or nearby? 

Bergen: Available at "Klostergarasjen" and the "City Park" parking garage in the city center.

Stavanger (Risavika): Free parking. Please park in the spaces indicated.

Hirtshals: No parking directly adjacent to the terminal. Contact Fjord Line in Hirtshals for more information.

Kristiansand: There are public parking and parking garages nearby for a fee.

Langesund: We have four 15 minute parking spots outside the terminal. For our cruise guests we offer parking spots by Skjærgårdshallen. The price is NOK 100 for two days, and is paid directly at ground or first floor of Skjærgårdshallen.

 

Are there toilets and disabled toilets in the terminal? 

Yes, these can be found in all our terminals.

 

How do I find Fjord Line´s terminals?

  • Bergen: In Bergen, the Fjord Line terminal is located in the building called Hurtigrutebygget, where we share terminal with Hurtigruten. Check-in will be on the first floor. Find more information here

  • Stavanger: If you arrive by car, you can drive along highway RV509 towards Stavanger Airport Sola. From here, you can follow the public signs directing you towards the DK Ferry Terminal in Risavika/Tananger. Find more information here.

  • Kristiansand: If you arrive by car, you will find the Fjord Line terminal in close proximity to highway E18. There will be public signs directing you to the building. There is also a bus stop and a train station located close to our terminal. Find more information here.

  • Hirtshals: In Hirtshals, our terminal is located on the right side of the harbour. There will be public signs directing you from the city center towards the terminal. Find more information here.

  • Langesund: Langesund harbour, with its surrounding archipelago, is located in close proximity to the city center. If you are arriving by car, you can follow the public signs for Langesund and/or Denmark along the highway E18. Find more information here.

  • Sandefjord: In Sandefjord, you will the Fjord Line terminal on the left side of the harbour. If you are arriving by car, you can follow the public signs for Sandefjord on highway E18. Driving through the city center, you simply follow the signs for Strømstad. Find more information here.

  • Strömstad: In Strømstad, the Fjord Line terminal is located on the left side of the harbour and right next to the city center. If you are arriving by car, you can follow the public signs for Sandefjord on the highway E6. Find more information here.

Transportation in Denmark 

Where can I find information about bus and train service in Denmark and Norway? 

Go to www.rejseplanen.dk for information about bus and train service in Denmark. Here you can enter where you want to travel to and from and then bus and train departures between the two places will be displayed.

For information about trains in Norway, visit www.nsb.no. Bus information for the specific destination can be found under terminal information here.

 

Are there car rentals in Hirtshals? 

Yes. Avis, Europcar and EasyTerra offer car rentals in Hirtshals.

 

Domestic route

Dear guest,

As of January 1, 2016 new rules allow Fjord Line to carry guests on a Norwegian domestic route between Stavanger and Bergen in addition to our international route to Denmark. Customs rules now require all domestic and international travellers to show their boarding pass for purchases made between Stavanger and Bergen. That includes duty free shops, bars, restaurants and other items. Please keep your boarding pass handy.


Welcome aboard!

Can I travel with Fjord Line between Bergen and Stavanger and Stavanger to Bergen instead of driving the coastal route between the two cities?

Yes, you can travel with Fjord Line on this route both with and without a car. It is also possible to travel with a bicycle or motorcycle.


What is the departure time from Stavanger and Bergen?

Departure from Stavanger is at 07:00 with latest check in at 06:00.  The ship arrives in Bergen at 12:30.

Departure from Bergen is at 13:30 with latest check in at 12:30.  The ship arrives in Stavanger at 19:00.


How long is the crossing time for the domestic route?

The crossing time is 5 hours and 30 minutes. You arrive in Stavanger at 19:00.

 

How much does it cost to travel on the domestic route with Fjord Line?

We have a fluid price system.  The prices start from 25 EUR per person and 49 EUR per car. Children up to 12 years of age pay half the price.  The cheapest price for one car and one person is 74 EUR.


Does Fjord Line offer any means of transportation to the terminal at Risavika prior to departure for travelers without a car?

From the 10th of June 2016, we offer a bus transport from the city terminal in Stavanger to Risavika for guests travelling without a vehicle. Though it is possible to purchase the bus ticket on board the bus, in order to secure a vacant seat the bus ticket should be purchased in advance no later than 24 hours before departure.

 

When does the bus depart from the city terminal in Stavanger?

Departure time from the city terminal is 06:10. Departure from Madla/Madlakrossen is 06:20. Arrival time in Risavika is 06:30.

 

Are there any public transportation options available from the terminal at Risavika after the time of arrival?

It is possible to purchase a ticket for the bus that departs from the terminal in Risavika to the city center of Stavanger. The bus departs from Risavika immediately after arrival at 19:30.

Though it is possible to purchase the bus ticket on board the bus in order to secure a vacant seat the bus ticket should be purchased in advance no later than 24 hours before departure.

 

When does the bus arrive the city centre of Stavanger?

 

Arrival time at the city terminal in Stavanger is 20:05.

 

 

How much does the bus ticket cost?

The price per person one way is 100 NOK.

 

Is it possible to travel with dogs on the domestic route between Stavanger and Bergen?

Yes, it is possible to keep the dog in the vehicle or prebook a place for the dog in the dog kennel on board. 

Can I book a cabin on the domestic route?

Unfortunately it is not possible to book a cabin on the domestic route.
 

Can I book an Air Seat on the domestic route?

Yes, for an extra fee you can book an Air Seat on the domestic route.
 

Is it possible to buy a meal on board during the domestic crossing?

On the domestic crossing guests are able to purchase a meal in the Oasis Garden Café and in the Commander Buffet.  At the moment it is not possible to purchase a meal at any other restaurants on board.
 

Are the meals on board more expensive on the domestic route?

The price of the meals are the same whether you travel between Bergen and Stavanger or sail internationally to Denmark.
 

Can I shop duty free on board?

Due to custom regulations you cannot shop duty free on board when booked on a domestic ticket. 

How do the personnel on board know if I am travelling between Bergen and Stavanger or joining the ship to Denmark?

When purchasing something on board guests must always show their boarding card. It is clearly stated on the boarding card whether you are travelling on the domestic route or travelling on a ticket to Denmark.


How do I book a ticket?

Guests are able to book online or via our customer service at +47 815 33 500. Bookings can also take place at our ticket office at the terminal.


Where do I sit on board?

Guests use the public areas on board which are situated on Deck 7 and 10.
 

Can I charge my electric car on board?

Unfortunately it is not possible to charge electric cars on board.
 

Is it possible to purchase WiFi access on board?

Internet access can be purchased through the wifi portal on board.

 

On board 

Are there storage lockers on board? 

MS Stavangerfjord and MS Bergensfjord: Yes.

HSC Fjord Cat: No. Travelers without a vehicle can store their luggage at the stern of the ship or under their seats.

MS Oslofjord: Yes.

 

Is there a refrigerator or freezer on board for guests to use? 

MS Stavangerfjord and MS Bergensfjord: Yes, there are coin operated refrigerators and freezers on Deck 6.

Freezer: gross / net (liters) 50/40. External dimensions: (WxDxH / mm) 440x470x510.
Refrigerator: gross / net (liters) 66/50. External dimensions: (WxDxH / mm) 440x470x510.

HSC Fjord Cat: No.

MS Oslofjord: No.

 

Is there a bank machine on board? 

MS Stavangerfjord and MS Bergensfjord: Yes, in the reception. Credit cards are accepted as payment on board. Dankort without VISA, American Express and Diners are not supported.

HSC Fjord Cat: No. Credit cards are accepted as payment on board. Dankort without VISA, American Express and Diners are not supported.

MS Oslofjord: No. Credit cards are accepted as payment on board. Dankort without VISA, American Express and Diners are not supported.

 

Which currencies can be used on board? 

MS Stavangerfjord and MS Bergensfjord:  NOK, DKK and EUR notes (not coins) can be used everywhere on the ship. Only DKK coins are accepted. When paying with NOK and EUR you will receive change in DKK.

HSC Fjord Cat: NOK, DKK and EUR notes (not coins) can be used everywhere on the ship. Only NOK and DKK coins are accepted. When paying with DKK and EUR you will receive change in NOK.

MS Oslofjord: NOK, SEK and EUR notes (not coins) can be used everywhere on the ship. Only NOK coins are accepted. When paying with SEK and EUR you will receive change in NOK.


If traveling by car, is it possible to drive on prior to checking in? 

No. It is not possible to drive on board without normal check-in.

 

Is the vehicle deck locked during the crossing? 

Yes, it is locked. You must take everything you need from your vehicle before departure. The vehicle deck is opened up in every port.

 

Is there access to a shower if you do not have a cabin? 

Unfortunately not. You must book a cabin to have access to a shower.

 

Is there gluten-free food offered on board? 

There is gluten-free bread in the buffet restaurant. If you need an overview concerning what food if possible for you to eat, please contact the waiter directly on board in the restaurant. Please note that the selection may be limited.

 

Is there Internet access on board?  

(Prices are in NOK)

MS Stavangerfjord and MS Bergensfjord: Internet access on Decks 7-10 (including cabins).

Pricing:

Basic 3 hours 59 NOK
Basic 12 hours 99 NOK
Basic 24 hours 149 NOK
Premium 24 hours 199 NOK

MS Oslofjord: Internet access on Decks 3-5.

Pricing:

Basic 3 hours 59 NOK
Premium 3 hours 99 NOK

 

HSC Fjord Cat: Internet access on Decks 2 and 3.

Pricing:

Basic 3 hours 59 NOK
Premium 3 hours 99 NOK

 

The Internet connection on board the ship is dependent on satellite and radio communication, and the speed and stability of the service will vary with the position of the ship and local coverage conditions. Users can experience service interruptions. Internet access can be purchased in advance when booking the trip or by logging on to the service on board and purchasing the desired number of hours of access with a credit card. Read more here.
Internet access on HSC Fjord Cat can only be purchased on board.

The service offered supports only "normal" web surfing (news, email, social media). The service is not suitable for music and video streaming or download. The service is also not suitable for mobile office solutions (such as Citrix and VPN) or other services requiring high bandwidth and/or stable communication.

We recommend that our conference guests download all data files and presentations in advance. Our conference guests will be given Internet access coupons at check-in and these can be exchanged for access codes in Reception. Internet access can be purchased in advance when booking the trip or by logging on to the service on board and purchasing the desired number of hours of access with a credit card.

 

Can I use my mobile phone on board? 

MS Oslofjord: Yes. You will generally be able to connect to land-based mobile networks during the crossing.

MS Bergensfjord and MS Stavangerfjord: Yes. To make calls to phones in Norway, remember to dial +47 or 0047 before the number you want to dial and +45 or 0045 for phones in Denmark. You can then call through our network in the same way as other calls you make abroad. For exact pricing information, please check with your service provider. Since this is a satellite-based service, occasional service interruptions can occur. If this happens, try again after a few minutes.

On board our ships, your mobile phone coverage is provided by the international GSM operator Telenor Maritime. When you call using the ship's network, the call is sent to shore via the ship's satellite connection. The call is then sent via a satellite hovering 35,800 kilometers above the earth!

The mobile network will be available when the ship sails, and provides coverage in many areas of the ship. When your phone displays "Telenor Maritime" or "901 12", you are connected to the Telenor Maritime network. The costs incurred are registered as satellite telephony and the actual price you are charged depends on your telephone service provider.
When the ship is sailing close to land, your phone will also be able to connect to land-based mobile networks. To call, remember to first enter the international prefix ('+' or '00 ') followed by the country code of the called party (for example: +47 12345678 for a call to Norway).

 

Are there toilets for disabled persons on board? 

MS Stavangerfjord and MS Bergensfjord: Yes, on Deck 7 and in the special cabins for people with disabilities.

HSC Fjord Cat: Yes, on Deck 2.

MS Oslofjord: Yes, on Deck 3 and 5.

 

Is smoking allowed on board? 

MS Stavangerfjord and MS Bergensfjord: Smoking is permitted outdoors.

HSC Fjord Cat: Smoking is only allowed outdoors.

MS Oslofjord: Smoking is permitted in a designated smoking area outside on Deck 4.

 

Currency

Our three routes between Norway and Denmark use Danish currency on board. Here is all you need to know in beforehand.

Can I still pay cash with Norwegian kroner or euro?

Yes, you can still pay cash with Norwegian banknotes. The same goes for euro notes. But you can’t use coins from either currency.

What change will I get if I pay cash Norwegian kroner or euro?

Change will be in Danish kroner.

Can I use Norwegian or euro coins when I shop on board?

No. Only Danish coins are accepted.

What currency will be used if I pay by credit card?

Credit card payments in bars, restaurants, duty free shops and elsewhere on board will be registered in Danish kroner. At our credit card terminals, you can choose between Danish kroner or the standard currency for your credit card.

What is the exchange rate for credit card purchases?

As always, your credit card will be charged the prevailing exchange rate.

Can I withdraw Danish kroner from the ATM on board?

Yes, our Automatic Teller Machine (ATM) offers Danish kroner, as well as Norwegian kroner and euro.

Will there be a fee for using credit cards charged in Danish kroner?

No, we will not impose any extra fee.

Will slot machines only take Danish coins?

The slot machines are an exception and will continue to accept Norwegian coins and pay out winnings in Norwegian kroner.

Will storage and freezer lockers only accept Danish coins as a deposit?

Both Norwegian and Danish coins will still be valid for deposits on storage locker and freezer locker keys. You can still use a 1-euro coin for the freezer. Coins used for storage and freezer lockers are simply a deposit that will be refunded when the key is returned, and are not part of the ships’ revenues.

 

Restaurants, bars and lounges 

Is there a special buffet dinner for children in the Commander Buffet restaurant? 

There will be a children's buffet in Commander Buffet. Children sit with their family in the restaurant.


Is there a playroom or play area adjacent to the Commander Buffet restaurant? 

No, unfortunately there is no separate area for children in the restaurant.


What are the opening hours of all the restaurants? 

See all the opening hours here.

MS Oslofjord: Restaurants open at departure and close 15 minutes before arrival.

 

Are there food alternatives in the various restaurants on board for guests with allergies? 

Special allergy menus have not been developed for the restaurants. There are however products which are suitable for people with diabetes and a gluten allergy. The Oasis Garden has sandwiches, salads, pastries and more. Should you have other types of allergies, it is important that you ask to talk to the waiters on board in the restaurant directly when you are on board and wish to eat.

 

Is it possible to reserve a table in advance so that guests traveling together can sit at the same table in the Commander Buffet Restaurant? 

All guests can reserve a table in advance, as long as one is available. We cannot promise that guests will sit together as this is something that is arranged on the day of departure. All tables in the restaurant are bolted to the floor and cannot be moved. If you have a special wish, you should contact the restaurant when you arrive on board.


Is it possible to reserve a table in advance at Grieg Steakhouse? 

No, unfortunately we do not take reservations in Grieg Steakhouse.


Is it possible to reserve a table in advance in the Oasis Garden Café? 

No, unfortunately we do not take reservations in the Oasis Garden Café.


Do we have to pay for children under four in the Commander Buffet Restaurant? 

No, children under four years old eat for free here.


Do children get a discount at Grieg Steakhouse?

Yes, we offer a 50% discount for children under the age of 12.


What is included in the lunch buffet in the Commander Buffet Restaurant? 

Guests who booked a lunch buffet can eat and drink as much as they want during each sitting. Beer and wine are also included.

 

Cabins 

Do I need a cabin? 

On overnight sailings you must book a cabin or reclining chair. (Reclining chairs are not available on cruises.)

 

Is it possible to request a specific cabin or location in the ship? 

If you have a special request for cabin location or number, please notify us when booking. We will try our best to fulfill your wishes, but cannot guarantee anything. You must be prepared to be placed in any of the areas where the booked cabin category is found.

 

When do I find out which cabin I have been given? 

You will receive your cabin number when checking in on the day of departure.

 

Is smoking allowed in the cabin? 

No. All our cabins are non-smoking.

 

Are there any cabins suitable for wheelchair users? 

Yes, we have four cabins with sea views with space for up to four persons that are wheelchair accessible.
These cabins are located on Deck 8 and 9. These cabins are usually reserved for wheelchair users and blind guests with guide dogs.

 

Could I end up with a cabin under the vehicle deck? 

No, all our cabins are on Deck 8 and 9 which are above the vehicle deck.

 

Could I end up with a cabin without a shower or toilet? 

No, all our cabins are equipped with a shower and toilet.

 

Are there bedlinen and towels in the cabins?

Yes, you will find both bedlinen and towels in your cabin.  

  

Can we get a baby crib in the cabin? 

It is possible to get a crib in the suite, deluxe and accessible cabin categories. In all other cabin categories, it is not possible to place a crib, either for safety reasons or due to lack of space. If you wish to use one of the ship's baby cribs, you must book this in advance. (Only for infants up to 11 months.)

 

Tax free 

How do I recover tax free goods that are left behind on board? 

Unfortunately if you forget tax free goods on board, you will not get them back. This is in accordance with customs regulations.

 

Who should I contact if I want to complain about tax free goods purchased on board? 

The complaint, including all relevant information, must be sent via e-mail to info@fjordline.com .

 

Lost items 

I forgot something on board. How can I get it back? 

Personal effects found on board MS Stavangerfjord and MS Bergensfjord will be kept for one month at our ticket office in Bergen for travelers on this route. However, we accept no responsibility for any such belongings. After one month, items of value will be transferred to the Hordaland district police. Personal belongings found on board HSC Fjord Cat will be kept for one month at our ticket office in Kristiansand. Lost items found on MS Oslofjord will be registered and delivered to Fjord Line's office in Sandefjord.

Contact our customer service center by phone at +47 815 33 500, and we will check if your belongings have been found.

 

Miscellaneous 

How much does it cost per minute to call +47 815 33 500? 

The starting price is NOK 0.59 and the minute price is NOK 0.39. Prices when calling this number from a mobile phone or from abroad may vary depending on your service provider.

 

How much meat can I bring into Norway? 

You can bring 10 kg of meat, meat products and cheese with you. You should check with the Norwegian Customs Service for the latest information on what meat products you can bring into Norway. Fjord Line is not responsible if you choose to not comply with the law. Refer to current customs regulations.

 

How much alcohol and tobacco can I bring into Norway? 

See quota rules here.Find out more about the Norwegian customs regulations at toll.no.

 

Can I buy gift cards when travelling with Fjord Line? 

We sell gift vouchers. These can be purchased by contacting the ticket office or our customer service center at +47 815 33 500. You can choose the amount of the gift. The gift voucher can be used as payment or partial payment for travel. The voucher is valid for one year from when it is purchased.

 

Is it possible to plug in a vehicle during the trip? 

For security reasons, travelers with electric vehicles, motor homes, etc. cannot plug into external electricity supplies on the vehicle deck. This prohibition does not apply to trucks with authorized equipment.

 

Transport of live animals

I want to transport a horse - what should I do? 

Transport of horses and horse-drawn vehicles must be booked through Fjord Line's booking department. Persons transporting horses must contact Fjord Line Cargo and present papers at departure and arrival, and be registered on the Cargo Manifest. A fee of approx. 200 NOK is applied. Fjord Line Cargo must be contacted in advance if assistance in preparing customs documents is needed.

 

I want to take my dog with me on the journey - what should I do?

Live animals are transported at the owner's risk. Please note that there are separate regulations for the importation of animals. Animals must have their own travel documents to and from EU and EEA countries. Contact your veterinarian for more information. Pets must be kept in the vehicle or in suitable cages (brought by the owner) on the vehicle deck, or in the dog kennel (only available on MS Stavangerfjord and MS Bergensfjord.) A maximum of three pets is allowed per booking. Remember to state when you book that you are travelling with pets. If you are booking online, you register your pet at step five (Travelers) in the booking process.

 

Fjord Line Express 

The price for transporting small animals is NOK 50, and these must be kept in the vehicle.

 

MS Stavangerfjord and MS Bergensfjord 

We offer a dog kennel on Deck 10. There are three different sizes of cages: Medium: 70 x 100 x 75 cm, Large: 100 x 100 x 75 cm and Extra large: 120 x 100 x 160 cm. There is a walking area, sandpit and access to water. You must clean up after your pet. Dogs are not allowed on the sun deck, inside the ship or in the cabins. The owner will receive a key to the kennel and can therefore care for their pet without having to make an appointment with the crew. The price for using the dog kennel is NOK 100. Since there are limited spaces available in the kennel, advance booking is highly recommended.

The price for transporting small animals in the car is NOK 50. Walking takes place in an area on Deck 10 beside the kennel. Please note that the vehicle deck is closed during the crossing. Supervision and walking during the crossing can be arranged with the crew on board. Reception has set times for visits to the vehicle deck. Please go to reception as soon as you come on board to find out when it is possible to walk your dog during the crossing.


MS Oslofjord

There is no charge for bringing a dog. Fjord Line recommends keeping dogs in the vehicle during the crossing. Dog cages and a kennel are available, but there are only four cages available on board at this time. These cages are located in an area with limited access. Should you wish to use these cages, contact the reception on board. Here you can borrow locks in exchange for a deposit. There are no other fees or charges for using the dog cages. There are no designated areas where the owner can sit with the dog on board.

 

Baggage and Luggage 

How much baggage can I take with me? 

Luggage weighing up to 50 kg or half a cubic meter in volume and which is to be stored in a vehicle during the crossing can be brought on board free of charge. Furniture, boxes, large suitcases etc. will be considered cargo and will be subject to freight charges in accordance with tariffs. The Fjord Line Cargo department must be contacted for this type of cargo. They can be reached by phone at +47 51 46 40 00.

A detailed summary of what you can carry with you for free and the procedure for booking  cargo can be found in our Terms and Conditions of Travel, Section 10.

If you travel without a car, you cannot take more luggage on board than you are able to carry yourself, in one trip.

 

Passengers with special needs

Are the terminal and ships accessible for wheelchair users? 

Fjord Line Express (Kristiansand - Hirtshals):

Travelers without a vehicle:
There are no elevators on board Fjord Line Express. Wheelchair users who are travelling without a vehicle only have access to the ship via the upper car deck. Wheelchair users who are returning with the same ship can stay on board. Fjord Line must be informed in advance, and the person must be at the terminal no later than 1,5 hours before departure in order to be sure to board before the crew starts loading vehicles.

On board Fjord Line Express wheelchair users will have access to the café and tax free area on deck 2. Please note that because of the ship's design we cannot accommodate large electric wheelchairs. Please also note that wheelchair users cannot use Comfort Class or Fjord Class seats (including meals), since these seat types can only be accessed via stairs from Deck 2 to Deck 3.

There is an accessible toilet on Deck 2.

Travelers with a vehicle:
We request that information regarding physically challenged passengers and their vehicle is provided both at time of booking and check-in. If this information is not provided at time of booking we unfortunately cannot guarantee that extra assistance will be available when boarding or disembarking the ship. The vehicle deck only has space for vehicles under 1.95 m high.

On Fjord Line Express, wheelchair users have access to the café and tax free area on Deck 2. Please note that because of the ship's design we cannot accommodate large electric wheelchairs. Please also note that wheelchair users cannot use Comfort Class or Fjord Class seats (including meals), since these seat types can only be accessed via stairs from Deck 2 to Deck 3.

There is an accessible toilet on Deck 2.


MS Stavangerfjord and MS Bergensfjord:

Travelers without a vehicle:
In Bergen, Stavanger, Hirtshals and Langesund, wheelchair users can use the gangway leading to Deck 7 to get on and off the ship. You should arrive for check-in early and contact check-in staff at the terminal for assistance.

On board there are special cabins on Deck 8 which are wheelchair accessible. These cabins have space for one to four persons. This category of cabin must be booked by phone at +47 815 33 500. There are accessible toilets in the special cabins and on Deck 7.

Travelers with a vehicle:
There is an elevator from the vehicle deck up to the other decks. Important - please contact our check-in staff to get a parking space near the elevator.

Fjord Line attaches great importance to the safety of our passengers, and that they should feel safe on board. It is therefore important that our staff are made aware of the type and degree of each disability, so that we can best accommodate our passengers. This is why it is not possible to book these special cabins online.

Our ships are well adapted for the physically challenged. MS Stavangerfjord and MS Bergensfjord have accessible cabins and elevators to all decks.


MS Oslofjord:
Our ship and terminals are well adapted for the physically challenged, with elevators and ramps. There is an elevator from the vehicle deck up to the other decks. Important - please contact our check-in staff to get a parking space near the elevator. There are toilets for disabled people on Deck 3 and 5. 

 

I am blind. Can I bring a guide dog on board the ship? 

MS Stavangerfjord and MS Bergensfjord:
Blind and visually impaired guests are allowed to have guide dogs in certain cabin categories, but only when the blind or visually impaired guest is traveling alone.
Guide dogs are permitted in most common areas on board. Capacity for guide dogs is limited. We ask passengers with guide dogs to show consideration to other passengers who may have allergies.

MS Oslofjord: Guide dogs are allowed in all common areas on board.

To arrange walking the guide dog during the trip or for information about safety or the ship in general, please contact reception on board.
There is no extra charge to take a guide dog on board. It is not possible to book space for guide dogs online. Please contact us at +47 815 33 500. Due to security measures, passengers themselves must indicate if they are blind or visually impaired at the time of booking. Blind passengers can travel without an escort.

 

Can I use special equipment on board?

The electricity available on MS Stavangerfjord and MS Bergensfjord is 230V / 60Hz.

Passengers who use or bring special equipment requiring electric power on board are advised to confirm with the equipment supplier that the equipment can be safely plugged into an electrical outlet providing 230V / 60Hz.

Fjord Club

Become a member!

How can I register as a member of Fjord Club?

You sign up easily as a member by clicking on the page www.fjordclub.no/registrering. Membership is personal, free to private customers aged 18 and over, and non-transferable. 

The email you register as a member is your username. To log in to My Fjord Club, please use the email address (username) and password. Your e-mail address is unique and can not be registered on multiple memberships. It is important to enter an active e-mail, when almost all communications from us is via e-mail.

You choose if you want to be Fjord Club Member (free) or if you want to become Premium member (145 NOK per year)

How do I find my membership number?

Anyone who signs up as a member, will receive a "Welcome" e-mail where your membership number will be illuminated. All Premium and Ambassador members receive a special membership card.

I do not remember my password for logging in to My Fjord Club?

Entering the page www.fjordline.com/fjordclub and click on the blue link text "I do not remember my password." You will shortly receive an e-mail. Click on the link in the email and enter the password you want. Because of security we do not send passwords. Read carefully the criteria for putting new password.

How do I become Fjord Club Premium member?

You can upgrade your membership to Fjord Club Premium at any time on My Fjord Club.

You may also choose Premium membership when you sign up. You will then receive a welcome email in which we confirm that you want to become Premium member. As soon as your membership has been paid we will send you your temporary membership card by email. This temporary card can be used until your personal membership card arrives in the mail. It may take up to 14 days after payment is made, to receive the card. Membership is valid for 12 months. In well advance of the expiration time, you will receive a notice for extension of your membership.

How do I become Fjord Club Ambassador member?

All Fjord Club Premium members who have earned up to 1000 points will automatically be upgraded to Ambassador member. Membership has a duration of 12 months on condition that the Premium membership is paid. When Ambassador status ceases, earned points preserves in membership.

I no longer wish to be Fjord Club member. How is withdrawal?

You may at any time terminate your Fjord Club membership by contacting Fjord Line at [local number]. Membership fees will not be refunded if membership is terminated later than 14 days after enrollment and received information about membership, including the information required by Norwegian Law. (Angrerettloven § 8, jf. angrerettloven § 11 1. ledd.)

I wish to avail myself of member benefit of free travel on the route Sandefjord-Stromstad. How can I book this?

You must be a member to book a free trip. To become a member and book travel, click into  www.fjordline.com. Member offer applies to both vehicle package and day trip both ways. Car Pack is for a passenger car (max 1.95m high / 5m long) traveling/returning. Cars that are longer and higher than given here in terms (for example, motor homes), pays an additional price pr. extra height and length meters.

How do I show that I am a member and get access to member benefits?

If you are a Premium or Ambassador member, you show your membership card. If you are Fjord Club Member you will find your membership number in your welcome email and on My Fjord Club on fjordline.com/fjordclub. 

Bonus points for traveling

How do I get bonus points on trips?

Members earn points by traveling with Fjord Line on trips booked directly with Fjord Line or on fjordline.com. Points Balance is available on My Fjord Club after completing the journey. Fjord Club membership must be specified when ordering. You receive bonus points for trips booked in your name and with your membership number. All points for a trip is allocated to the membership in which the trips is booked. It is not possible to post-register points or to transfer points between members.

Fjord Club members earn 10% bonus points for travel and cabin, minus taxes. Points are awarded for travel and cabin, minus taxes. Points are not awarded for additional products or trips paid in points. Points are not awarded for trips paid with vouchers / free ticket. Points are displayed on your profile once the trip is completed. 

How long can I access the points earned?

Bonus points must be used within 2 years from the vesting date. Points earned are not credited if the membership is terminated.

Bonus points on products on board

How do I get bonus points on selected products on board?

Fjord Club members earn 10% points on purchases in duty free shop on MS Oslofjord and Fjord Cat. To earn points you need to identify yourself with a personal membership number at checkout before payment. It is not possible to post-register points.

If you have booked your journey as Fjord Club member, your membership number is included in the QR code on the boarding card. Note that this only applies to MS Oslofjord and Fjord Cat.

How can I shop member products in the tax free shop?

If you are a Premium or Ambassador member, you show your membership card. If you are Fjord Club Member you will find your membership number in your welcome email and on My Fjord Club on fjordline.com/fjordclub. 

Paying trips with points

Is it possible to pay trips with points?

You may redeem points by paying in full or in part for a limited number of passengers on selected trips. You can pay the following products with points: traveling with and without car, cabin, domestic animals (dogs and cats), purchase of internet access on board the MS Bergensfjord, MS Stavangerfjord og MS Oslofjord (applies only when pre-ordered online before departure). Taxes and fees are not paid for with points.

Members offer on selected products on board

How do I know which products on board who is a member deals?

All membership offers will be properly marked with "Fjord Club" member price in the tax free shop. Our Tax free catalogue will also contain information about which products are specifically for Fjord Club members. We also send out newsletters with information on selected products.

Newsletters

How do I register to Fjord Club's newsletter?

You must be a Fjord Club member to receive our newsletter. Newsletters are only sent to those who have agreed to this.

I no longer wish to receive e-mail or SMS from Fjord Club. How do I withdraw?

You can opt out from e-mails by clicking on the link at the bottom of the newsletter. You can also opt out from e-mail, SMS and mail by logging in to My Fjord Club. Please contact us by telephone if you need assistance. Any change to your consent to communication from us is updated in the database after 24 hours.

Invitation to membership events

How do I get invited to member events?

All Fjord Club members who have consented to receive newsletters will receive an invitation to our events..

Membership Cards

I receive membership cards when I join in Fjord Club?

Only Fjord Club Premium and Fjord Club Ambassador members receive membership cards. Are you enrolled as Fjord Club Member you will receive a welcome email with information about your membership number. 

How long does it take to receive my membership card?

It may take up to 14 days after payment until you receive your membership card. You will meanwhile receive an email with your temporary Premium membership card.

Member offers on selected trips

I want to receive member offer on selected trips. How do I sign up for this?

Member offers can be found on fjordline.com and are sent to you by newsletters. Premium members get access to exclusive Fjord Club Premium offers. To gain access to these offers you need to register a premium membership.

Bring one companion at member discount

I want to bring a guest at member, is it possible?

All Premium members have access to bring along a companion at member discount. This is obtained by booking as logging in to My Fjord Club on fjordline.com.

Discount on breakfast lunch and dinner buffet

How much will my rebate on buffet on board be?

All Fjord Club Premium members receive 10% discount on breakfast, lunch and dinner buffet on board. Discount on breakfast, lunch and dinner buffet apply for Fjord Club Premium members and one companion.

No administration fee by telephone booking with Fjord Line

How do I avoid paying administration fee when booking by phone?

Fjord Club Premium members will not be charged administrative fee when booking trips by phone. 

Free upgrading cabins / seats by availability on the day of departure

How will I as a member be upgraded to a better cabin and seating on departure day?

Upgrade applies to Ambassador members, subject to availability.

 

 

Can I still pay cash with Norwegian kroner or euro?

Terms and conditions

Read about our Terms and Conditions of Carriage.

These terms and conditions may be amended without notice. We aim to ensure that all the information on our website is up to date and correct, but Fjord Line does not accept liability for any losses, direct or indirect, which may arise as a result of using this information.

 

 

1.     LEGISLATION


These "Terms and Conditions of Travel" apply to all passengers travelling with Fjord Line. The Terms and Conditions of Travel are supplemented by Norwegian law such as Norwegian Maritime Code no. 39 of 24 June 1994 and general law of damages and international law, including EU Regulations 392/2009 and 1177/2010, insofar as they apply. Bookings via Fjord Line's cargo department are subject to their own terms and conditions.

Fjord Line's package tours are subject to the Package Tours Act of 25 August 1995, as well as the General Terms and Conditions for Package Tours as agreed between the Norwegian Travel Association and the Consumer Ombudsman, except where noted in the Terms and Conditions of Travel. Reprints of the General Terms and Conditions for Package Tours can be obtained from Fjord Line which is a member of the Tour Guarantee Fund. Business travel is not covered by the Package Tours Act, cf. section 1-2.

Fjord Lines Terms and Condition of Travel are translated from Norwegian into several languages. The Terms and Conditions of Travel shall be interpreted in accordance with Norwegian rules of interpretation. In the event of conflict or inconsistency, the Norwegian version shall prevail.


2.     TICKETS

2.1           Booking


All bookings should be made in good time before departure. Bookings can be made on www.fjordline.com, in person at Fjord Line's offices, or through travel agencies and agents. The passenger's full name, birth date, address, nationality and mobile telephone number must be provided. When booking several passengers, each passenger's full name, birth date and nationality must be provided.

N.B. As of 1st of August 2017 there will be a fee of 50 NOK for all bookings done at the terminal or at the car booths.

 

For group bookings (20 passengers or more) Fjord Line must receive a complete passenger list, including birth dates and nationalities, within four weeks of departure, at the latest. The name of the group leader must be clearly stated when booking. Every booking is binding and the person making the booking is responsible for paying for the entire booking.

When booking a vehicle space, information on the vehicle’s type (passenger car, van etc.), registration number, height and total length (incl. roof luggage and any trailer), must be provided. Providing wrong or incomplete information with respect to the height or length of the vehicle may result in cancellation of the booking without refund.

The passenger may cancel or change the booking free of charge within 24 hours from time of the booking. This right does not apply for bookings made later than 48 hours from first departure.

Please note that if a booking is made over the phone to Fjord Line’s offices, a service fee of NOK 125 (approx. DKK 125 / EUR 16) is charged per booking. Service fees will not be charged for bookings that cannot be made on Fjord Line's website, www.fjordline.com.

Passengers with special needs, including but not limited to wheelchair users, the visually impaired, passengers with guide dogs and oxygen patients must book their travel via Fjord Line's offices. See also section 8 in this document.

For vehicles without drivers, removal loads, exhibition materials, etc., please contact Fjord Line’s cargo department at +47 514 64 000. See also section 10 in this document.

Ticket prices for various departures are subject to available capacity and demand. Exchange rates between, for example, NOK, EUR and DKK are subject to change. Fjord Line will only assume responsibility for price offers confirmed in the form of a ticket, invoice or other written confirmation. Any changes in prices do not apply retroactively for tickets that have already been booked.

Please note that when it comes to shipping of larger vehicles with HSC Fjord Cat, the following applies:

Maximum weight with single wheel - 4.5 tons / axle

Maximum weight with dual wheels - 9 tons / axle


2.2           Booking of accommodation (hotels, etc.)

If Fjord Line needs to book overnight accommodation, the booking is binding for the guest from the time that Fjord Line receives confirmation from the place of accommodation. In these cases, the right to cancel within 24 hours without charge does not apply. When booking on www.fjordline.com, the person making the booking takes full responsibility for booking the correct number of overnight guests.


2.3           Payment

The entire trip must be paid for by credit card or cash (in the case of in-person bookings) at the time of booking. Online or telephone bookings must be paid for by credit card. Fjord Club members can pay via invoice – see membership terms and conditions.

Fjord Line must receive payment before the trip commences, or the payment must be documented in the form of a bank receipt or confirmation. If a receipt cannot be produced, the trip must be paid for again at the check-in desk. If the payment terms and conditions are not met, Fjord Line has the right to declare the trip null and void and to resell the tickets.

2.3.1        Payment of cruises and passenger services

Cruises and passenger services, including economy and flex tickets are payable in full at time of booking.

2.3.2        Payment of package tours

When booking package tours, including vacation apartments, a 10% deposit is required at time of booking if there are more than 50 days to departure. The remaining amount is payable 50 days prior to departure. When a booking is made less than 50 days before departure, the package tour must be paid in full at time of booking.

In the case of hotel vacations, a deposit is not taken - these must be paid in full at time of booking. See also section 2.2.

2.3.3           Payment of Group travel (20 passengers or more)*

Group travel is paid in full at time of booking. 

When the total amount of the group travel exceeds NOK 10 000 (approx. DKK 10 000, EUR 1340) the passenger may choose to pay a 10% deposit within seven days of booking. The remaining amount is payable 30 days prior to departure. 

* Course and conference bookings are subject to their own terms and conditions.

2.4           Ticket

Once the payment is registered, confirmation in the form of an electronic ticket is sent to the passenger's given e-mail address. Upon request, the confirmation can also be sent by regular mail for a fee of NOK 75 (approx. DKK 75, EUR 10).

The electronic ticket contains a summary of the booking. The passenger is responsible for checking that the ticket is correct.

Unused tickets are not refundable. Please see section 4 for cancellation policy.


3.     CHANGES OR CANCELLATION

If a passenger needs to change or cancel a booking, they must contact Fjord Line's customer service at +47 815 33 500 within opening hours. The passenger should have their booking number ready when they call.

If the passenger does not appear for the trip without notifying Fjord Line, the entire trip will be cancelled and no refund will be given. If the booking includes a return trip, it will also be automatically cancelled.

If customer service is closed, please email us at info@fjordline.com – you will uphold all your passenger rights.

 

 

3.1           Passenger service and cruises

3.1.1        Cruise and Economy tickets

Each change to a cruise or passenger service ticket will incur an administration fee. If a ticket is changed, the fee is calculated per change per leg. If a ticket is cancelled, the cancellation fee is based on a % of the ticket price:

Change of departure date or time*

NOK 600 (approx. DKK 600, EUR 80)

Change of name

NOK 200 (approx. DKK 200, EUR 27)

Change of vehicle registration number or sending it in later

NOK 30 (approx. DKK 30, EUR 4)

Cancellation

100 %

Failure to appear

100 %

*If the trip is changed to a departure with a lower fare, the difference will not be refunded. If the trip is changed to a more expensive departure or cabin, the difference must be paid.

3.1.2        Flex ticket

Each change or cancellation of a ticket will result in the following fees based on a % of the ticket price:

Change of a trip*

No fee

Cancellation up to 14 days before departure

No fee

Cancellation from 14 days to 24 hours before departure

25 %

Cancellation less than 24 hours before departure

100 %

Failure to appear

100 %

*If the trip is changed to a more expensive departure or cabin, the difference must be paid. Changes made less than 24 hours ahead of departure are considered a cancellation. 

3.1.3    Domestic route Bergen-Stavanger-Bergen

Each change to a domestic service ticket will incur an administration fee. If a ticket is changed, the fee is calculated per change per leg. If a ticket is cancelled, the cancellation fee is based on a percentage of the ticket price:

Change of departure date or time*

NOK 100 (approx. DKK 98 / EUR 14)

Change of vehicle registration number or sending it later on

 

NOK 30 (approx. DKK 30 / EUR 4)

Cancellation

100 %

Failure to appear

 100 %

* If the trip is changed to a departure with a lower fare, the difference will not be refunded. If the trip is changed to a more expensive departure, the difference must be paid. Any changes to your reservation done less than 21 days before departure is considered a cancellation.

3.2           Group travel (20 passengers or more) * 

If a ticket is cancelled, the cancellation fee is based on a % of the ticket price:

Cancellation more than 30 days prior to departure**:

No fee

Cancellation 30–15 days prior to departure**:

25 %

Cancellation 14-7 days prior to departure**:

50 %

Cancellation less than 7 days prior to departure:

100 %

Failure to appear:

100 %

* Not applicable for tour operators or agents.

* Course and conference bookings are subject to their own terms and conditions.

** Subject to a reimbursement fee of NOK 100 per booking.

3.3           Package tours (passenger service including vacation resorts, hotels, etc.) 

Each change to a ticket will incur an administration fee. If a ticket is changed, the fee is calculated per change per leg. If a ticket is cancelled, the cancellation fee is based on a % of the ticket price:

Change of departure date*

NOK 600 (approx. DKK 600, EUR 80)

Change of name

NOK 200 (approx. DKK 200, EUR 27)

Change of vehicle registration number or sending it in later

NOK 30 (approx. DKK 30, EUR 4)

Cancellation more than 50 days before departure:

NOK 800 (approx. DKK 800, EUR 108) per apartment or room

Cancellation 50-30 days prior to departure:

10 %

Cancellation 29-21 days prior to departure:

25 %

Cancellation less than 21 days prior to departure:

100 %

Failure to appear:

100 %

*If the trip is changed to a more expensive departure or cabin, the difference must be paid. Changes to departure date made less than 21 days ahead of departure are considered a cancellation.  

These administration fees for changes and cancellation differ from those specified in the General Terms and Conditions for Package Tours.

3.4         Cancellation protection in case of illness 

Fjord Line recommends that all passengers take out voluntary cancellation protection for NOK 75 (approx. DKK 75, EUR 10) per person. The cancellation protection must be purchased together with the journey at the time of booking.

The cancellation protection gives the traveler the right to cancel the journey in the event of unexpected and serious illness, an injury or death of the traveler or members of his/her household or immediate family (spouse/ cohabitant, sibling, child, parent, grandparent, grandchild, parent-in-law, sibling-in-law and child-in-law) which makes it impossible or inappropriate for the traveler to complete the trip. The right to cancel also applies when the above-mentioned circumstances affect a member of the insured person’s personal group of travelling companions, and if it is unreasonable to expect that the trip be carried out without the participation of the person in question.

Fjord Line customer service (+47 51 46 40 99) must be informed about the cancellation during regular office hours before the departure. In order to retain one’s rights outside office hours one may also send an email to info@fjordline.no.

In order to receive an answer from Fjord Line regarding the cancellation protection, the traveler must sent documentation of the reason for cancelling to Fjord Line including either a doctor's certificate or a certificate from a public authority documenting the incident. This documentation must be sent not later than one week after the cancellation was made and must include the booking number. The person travelling will then be entitled to reimbursement of the paid amount for the cancelled journey, with a deduction for the administration fee of NOK 75 (DKK 75, EUR 10) and a deduction of the amount paid for the cancellation protection.

If the person travelling has purchased a ticket where the price of the trip is based on one or more persons sharing a room, apartment or cabin, the cancellation protection will cover any extra charges that may arise as a result of the person travelling not being able to complete the trip. In such cases, Fjord Line is entitled to move the other person(s) on the booking to a different and smaller accommodation than was originally booked.


4.     CABIN

On night crossings, it is compulsory to book a cabin (or a reclining chair if available). Please note that on certain sailings, cabins must be vacated a few hours before arrival. This will be announced on board.

On overnight sailings, adults and children over four years old must have their own beds. Fjord Line does not recommend reclining chairs for children under 12 years old. It is not possible to move extra mattresses into the cabin. A limited number of cabins have room for a crib. Please contact our booking department for more information.

Occasionally our cabins may be subject to overbooking. Should such a situation occur the passengers affected by this will be entitled to claim financial compensation on board. The compensation is given to either a) the passenger directly affected or b) the passenger willing to give up his or her cabin.


5.     AGE LIMITS

Age limits apply to passengers who are not accompanied by parents or guardians. 

A guardian must be minimum 25 years old to take responsibility for under aged travelers. 

There must be at least one guardian per five children or youths on cruises and at least one guardian per 10 children or youths during regular passenger service. Guardians must submit a completed guardian form at least two days prior to departure. The guardian form can be obtained from Fjord Line's offices or here.

Transport

Route

Age limit

Bergen-Stavanger-Hirtshals

18 years

Langesund-Hirtshals

16 years

Sandefjord-Strömstad

16 years

Kristiansand-Hirtshals

16 years

Bergen-Stavanger (domestic)

16 years

Stavanger-Bergen (domestic) 16 years

 

 

Hotel packages

Route

Age limit

Bergen-Stavanger-Hirtshals

20 years

Langesund-Hirtshals

20 years

Sandefjord-Strömstad

20 years

Kristiansand-Hirtshals

20 years

 

Cruise/Day trip

Route

Age limit

Bergen-Stavanger-Hirtshals

20 years

Langesund-Hirtshals

20 years

Sandefjord-Strömstad

20 years

Kristiansand-Hirtshals

20 years

 



6.     CHECK-IN TIMES

  • Passengers must check in at least 60 minutes before departure.
  • Check-in closes 20 minutes before departure.

Check-in times for domestic route Bergen-Stavanger/Stavanger-Bergen:

  • Passengers must check in at least 60 minutes before departure.
  • Embarkment closes 20 minutes before departure.

 

Fjord Line reserves the right to reject passengers arriving at a check-in counter after the specified deadline. Fjord Line gives no refund for paid tickets for passengers not complying with the specified check-in times.

Individual drivers are responsible for ensuring that vehicles are parked in the spaces indicated and that they are secured by hand brake. The vehicle must be put into the lowest gear, the alarm must be switched off and the vehicle must be locked. If these measures are not followed, the driver is liable for any resulting loss or damage.

 

7.     PASSENGERS WITH SPECIAL NEEDS

Due to security measures, passengers with special needs must provide information about such needs at the time of booking. It is important to specify which type of assistance is required in the event of an emergency.

Please contact customer service for further information: +47 51 46 40 99.

Passengers with special needs must contact on board personnel if they require information about safety or the ship in general.

Oxygen

Oxygen for private medical use is permitted. Guests who require oxygen must provide their own equipment and always travel accompanied by others. The accompanying passenger travels free of charge. The captain must be informed that an oxygen tank is in use for security reasons.

Guide Dogs

Guide dogs that accompany visually impaired passengers or function as an emotional or psychiatric support, travel free of charge.  A medical statement from a doctor or a psychiatrist must be presented at check-in. This document must remain in possession of the traveler for the duration of the crossing.

Guide dogs are allowed in specific cabin types and in most areas on board. Passengers travelling with guide dogs should book their ticket in due time since there is a limited space for guide dogs on board.  Passengers travelling with guide dogs must show consideration for other passengers.

Wheelchair users travelling by car

If the use of a wheelchair requires more space than the length of the vehicle and/or a parking space near an elevator - please notify us upon booking and check-in.

In order for us to ensure a comfortable voyage, please make sure to be at the terminal a minimum of 90 minutes before departure. 

Pram in cars

Please note, if you need to use a children`s pram or a pushchair aboard one of our ships, we kindly ask you to inform the crew about it during check-in.

In order to give you the best suitable space on the car deck, you will need to be at the terminal no later than 90 minutes before departure. 

The only exception is Fjord Cat which do not have an elevator, therefore making it impossible to bring the pram to deck 2 and 3.

 

8.     IDENTIFICATION DOCUMENTS

Passengers are responsible for any expenses incurred if an entry permit is not granted by the destination country due to a lack of travel documents, passport or identification, etc. This includes expenses related to repatriation. All passengers over 18 years must present valid identification with photo (passport, drivers licence or credit card). The name on the id must correspond with the name on the ticket (includes both domestic and foreign travels).


Norwegian authorities are currently carrying through a 100 % ID-control for all entries to Norway. The following demands must be followed:


Scandinavian citizens (NO, SE, DK, IS and FIN):

Passengers above the age of 18 must bring valid ID with a picture (e.g. passport, driver license, bank card)  

Children travelling with grownups do not have to bring ID.


Schengen citizens:

Passengers from The Schengen Area must bring a national identification card or passport. The same rule applies to children under the age of 18.


Non-Schengen citizens:

Passengers from countries outside The Schengen Area and Scandinavia need to bring their passport and a visa for traveling to Norway. The same rule applies to children under the age of 18. 

Foreign nationals resident in Norway, Sweden or Denmark must present a passport and visa (if issued) when travelling in the Nordic countries. Citizens of countries outside EU/EEA must satisfy the requirements of the country being entered in terms of passport, visa, vaccinations etc. and are encouraged to contact their own authorities for advice on current regulations.

Passengers are themselves responsible for obtaining the required travel documents, included but not limited to papers of identification and/or permission to enter the country. Failure to produce travel documents will be deemed as a failure to appear and a refund will thus not be given.

The vehicle must display its origin by means of a country code. An international insurance certificate must be available for inspection for both vehicles and passengers.


9.      TRANSPORT OF LIVE ANIMALS

Transport of live animals is at the owner’s own responsibility and risk. Please note that there are separate regulations for the importation of animals. Fjord Line recommends that a veterinarian is consulted in good time before the departure date to ensure that the necessary requirements for the export and import of pets are met. The Norwegian Food Safety Authority is responsible for the control of live animals imported to Norway. Import and export regulations for animals may vary, see www.mattilsynet.no for more information.

All dogs and cats must have travel documents when travelling to and from countries within the EU/EEC. For more information, please contact The Norwegian Food Safety Authority.

The transport of small animals is permitted. A maximum of three pets or animals is allowed per booking. Pets must be kept in the vehicle or in the dog kennel if it is pre-booked and available. Supervision during the crossing can be arranged with the crew on board. Animals may not be brought into public areas or cabins.

Transport of horses and horse-drawn vehicles must be booked through Fjord Line's booking department. Persons transporting horses must contact Fjord Line Cargo and present papers at departure and arrival, and be registered on the Cargo Manifest. A fee of approx. 200 NOK is applied. Fjord Line Cargo must be contacted in advance if assistance in preparing customs documents is needed.


10.    BAGGAGE AND LUGGAGE

Luggage weighing up to 50 kg or half a cubic meter in volume and which is to be stored in a vehicle during the crossing can be brought on board free of charge. Furniture, boxes, large suitcases etc. will be considered cargo and will be subject to freight charges in accordance with tariffs. The Fjord Line Cargo department must be contacted for this type of cargo at (+ 47) +47 514 64 000.

Fjord Line accepts no liability for money, securities or other valuables such as gold, silver, jewellery, and art objects, etc. unless Fjord Line has received these goods for safekeeping.

It is not permitted to bring guns, ammunition, explosives and other dangerous goods on board without the prior written consent of Fjord Line. Dangerous goods must be appropriately labelled. This also applies to the vehicles carrying the dangerous goods.

 

Domestic travel and regulations for travel with luggage

Carry-on luggage
  • You can bring 1 piece of carry-on luggage in the public areas on the ship. Maximum size: 55x40x23 centimetres. Maximum weight: 15 kilos.
  • In addition, you may bring an extra object such as a handbag or a bag with a portable computer. Maximum size: 25x33x20 centimetres.
Damaged luggage
  • Did your luggage get damaged while travelling with us? If yes, you need to show the damage to Fjord Lines representative at the terminal. In addition, show your luggage check in receipt and travel documents.
  • Depending on the damage to your luggage, we will either repair it, or ensure an appropriate replacement, similar to the worth of your luggage at the point of damage.
  • Scratches, dents and small damages, referred to as trailing damages, may occur during transport. Fjord line does not take responsibility to these occurrences. Fjord Line’s premise is that the guests understand that we do not take responsibility for replacing luggage due to normal wear and tear.
  • If the content of your luggage is damaged (and there is no sign of exterior damage), we recommend that you get in touch with your insurance company.
Baggage delivery
Arrivals at the terminal in Stavanger (Risavika)

Pick up your luggage from Bergen from the baggage trolley at the terminal. 

 

11.    DELAY AND CANCELLATION

EU Regulation 1177/2010 provides certain rights for the passengers in the event of cancellations and delays. It should be noted that the Regulation makes a number of exceptions to these rights, such as in the event of delay or cancellation due to weather conditions. This section only provides a general overview of rights that might apply, and each passenger's rights will be assessed on a case by case basis. These rights do not apply to package travel.

In the event of delay or cancellation, passengers will be informed as soon as possible and not later than 30 minutes after the scheduled departure. Passengers will also receive information on expected arrival and departure time as soon as the information is available.

In the event of a cancellation or a delay of more than 90 minutes after the scheduled departure time, Fjord Line will provide free of charge snacks, meals or refreshments to passengers in the port terminals in reasonable relation to the waiting time, when they are available and can reasonably be supplied.

Where the delay necessitates one or more additional nights of stay for the passenger, Fjord Line will offer adequate accommodation free of charge, either on board or onshore. In respect of each passenger, Fjord Line may limit its expenditure on such accommodation to EUR 80 per night for a maximum of three nights.

In the event of a cancellation or a delay in excess of 90 minutes, the passenger may choose to continue the travel, to cancel the trip and obtain reimbursement of the ticket price or to re-route to the final destination. Where a ticket is cancelled, the passenger shall, where relevant, be offered free of charge service to the first point of departure as set out in the transport contract. A passenger re-routing a ticket shall be offered re-routing at no additional cost at the earliest opportunity (depending on available capacity) on the same booking conditions.

In the event of delayed arrival at the final destination to which the ticket was booked, the passenger may request compensation without losing the right to travel. The compensation shall be calculated on the basis of the price actually paid for the delayed passenger service. Where the transport is for a return journey, compensation shall be calculated in relation to 50% of the price paid for the passenger service.

Compensation shall be paid at a rate of 25% of the ticket price in the event of a delay of at least:

  • one hour in the case of a scheduled journey of up to four hours
  • two hours in the case of a scheduled journey of more than four hours but fewer than eight hours
  • three hours in the case of a scheduled journey of more than eight hours but fewer than 24 hours
  • six hours in the case of a scheduled journey of  more than 24 hours.

 

In the event of delays more than double the periods stated above, the rate of compensation shall be 50 % of the ticket price.


12.     LIABILITY FOR DAMAGE AND / OR INJURY

The Norwegian Maritime Code chapter 15 and EU regulation 392/2009 provides certain rights for the passenger in relation the damage liability. In the event of a shipping incident, including shipwreck, collision, stranding, explosion, fire or failure of the ship, Fjord Line shall compensate loss suffered as a result of death or personal injuries within the limit of SDR 250 000 per passenger. If the shipping incident is caused by fault or neglect by Fjord Line, Fjord Line is liable up to a limit of SDR 400 000 per passenger.

If the incident is not a shipping incident and the claimant can prove fault or neglect on the part of Fjord Line, Fjord Line shall compensate loss suffered as a result of death or personal injuries claims within the limit of SDR 400 000 per passenger. For loss due to delay, Fjord Line's liability is limited to SDR 4 150 per passenger. 

Fjord Line's liability as a result of luggage being lost, damaged or delayed is limited to:

a) SDR 2 250 per passenger for loss relating to hand luggage
b) SDR 6 750 per passenger for loss relating valuables received for safekeeping
c) SDR 12 700 per vehicle
d) SDR 3 375 per passenger for loss relating to other luggage

If Fjord Line is liable for compensation, the company has the right to deduct up to the following amounts from the compensation payable:

a) SDR 330 per vehicle for damage to the vehicle
b) SDR 149 per passenger for loss or damage to other luggage
c) SDR 20 per passenger for loss caused by delay

SDR (Special Drawing Rights) is an exchange listed currency where the prevailing value will be used to determine the value of these amounts.

Fjord Line is not responsible for personal injury, loss of life or delay that occurs before the passenger has boarded the ship, or after the passenger has disembarked. Similarly, Fjord Line has no liability for goods before they are brought on board the ship or after they have been taken ashore. Fjord Line is not responsible for any loss or damage caused by the passenger or a third person. Fjord Line is not responsible for circumstances beyond Fjord Line's control.

In addition to what is stated in the Terms and Conditions of Travel, Fjord Line reserves the right to invoke the limitations on liability defined in applicable law.

The passenger has liability for loss, damage and/or vandalism caused by the passenger him/herself or anyone for whom the passenger is responsible.



13.    BOOKING CONDITIONS

Fjord Line reserves the right to change published prices and times, and the right to raise prices as a result of changes in exchange rates, fuel prices and taxes and fees levied by public authorities. Fjord Line also reserves the right to make changes to the timetables and sailing routes of its ships.

Fjord Line reserves the right, if necessary, to cancel any departure and refund the fare paid, or change the booking to the next available departure. Fjord Line also reserves the right to replace any vessel described on the ticket and / or the website with another vessel.


14.   SAFETY

Every passenger must comply with regulations on order and safety on board the ship.

For safety reasons, passengers, luggage and vehicles can be searched before embarkation is permitted. If a passenger refuses to comply, he/she can be denied access and is not entitled to a refund. Fjord Line is entitled to turn away anyone under the influence of alcohol or otherwise intoxicated. Such cases will be treated as cancellations.

During the crossing, Fjord Line is also entitled to take into custody any person who constitutes a danger to or is a serious nuisance to his/her fellow passengers. Passengers causing damage to the shipping company’s property or causing liability for the company to other passengers will be held responsible for such losses.

Fjord Line is entitled to refuse to allow a passenger to board or to transport a passenger ashore during the trip if the captain deems the passenger to be unfit for travel or that he/she poses a threat to his/her own or other people's safety. For passengers sent ashore or denied boarding for these reasons, tickets are not refunded.


15.    LOST ITEMS


Personal belongings found on board will be kept for one month at our ticket offices in Bergen or Kristiansand. However, Fjord Line accepts no responsibility for any such belongings. Fjord Line holds no passport/bank cards. These are sent to the police or bank. After one month, items of value will be transferred to Hordaland police district and other items will be disposed of or delivered to Fretex.


16.    COMPLAINTS

If a passenger believes there are defects in the travel or service provided by Fjord Line they must immediately submit a complaint to Fjord Line, or the appropriate representative of Fjord Line, so that the defect can, if possible, be dealt with immediately.

Any complaints or claims for compensation must be sent in writing (by letter, or e-mail to info@fjordline.no) within two months after the departure date. The complaint must be accompanied by a copy of the ticket and any other relevant documentation.

Any dispute and/or compensation claim arising out of the transport agreement between the passenger and Fjord Line is subject to the Terms and Conditions of Travel and Norwegian law.

If you are unhappy with our response, despite our efforts and procedures to deal with your complaint, you can appeal to www.pakkereisenemnda.no or Danish Maritime Authority - www.dma.dk (Appeal board for passenger rights for maritime transport within Denmark).


17.   LAW AND JURISDICTION


Any dispute and/or claim that arise on the basis of the transport agreement shall be settled by action against Fjord Line AS, P. O. Box 513, 4379 Egersund, in Dalane District Court, which the parties shall accept as the proper legal venue for the case. Disputes and claims will be subject to Fjord Line's Terms and Conditions of Travel and Norwegian Law.

Customs regulations

 

Here is a small excerpt of the customs regulations when travelling to and from Norway. For more detailed information we recommend that you check the Customs Service's Internet pages - www.toll.no

See the duty free quota for trips between Norway, Denmark and Sweden here.


Departures from Norway:
Since Norway is outside the EU, all travelers coming from Norway to Hirtshals must stamp their Tax Refund in Norway. 

Departure from Hirtshals, Denmark: Since Denmark is in the EU, travelers going to Norway must stamp their Tax Refund in Hirtshals before leaving for Norway.

Travelers wishing to stamp their Tax Refund must go to the customs office in Hirtshals at this address: Dalsagervej 7, 9850 Hirtshals. Opening hours are: Mon-Fri 08:00-16:00. Important: We do not stamp Tax Refunds on board.

Note: On the following departures and arrivals, it will not be possible to clear goods through customs in Hirtshals:

Departure 20:15 from Kristiansand, arrival 22:30 in Hirtshals. Departure 23:30 from Hirtshals, arrival 01:45 in Kristiansand. Fjord Line therefore cannot clear goods through customs on these departures. If goods are brought in on these departures, it is at the traveler’s own risk. It cannot be expected that goods will be cleared through customs by Fjord Line before 08:00 the next day.


Travelling to Norway

Rules for Exemption from Customs and Excise Duties

If you have been outside Norway for at least 24 hours,
you may bring with you goods representing a total value of NOK 6 000 free of customs and excise duties.

If you have been outside Norway for less than 24 hours, 
you may once within a 24 hour period bring with you goods representing a total value of NOK 3 000 excluding customs and excise duties.This does not include alcohol or tobacco products unless you can prove that these have been purchased for a price including customs and excise dutiy (not duty-free) in an EEA country.

 

Children under the age of 12

Children under the age of 12 are not allowed to bring with them any customs and excise free foodstuffs with the exception of soft drinks, chocolates and sweets.

Within the limit of NOK 6000/3000, you are allowed to bring with you the following articles free of customs and excise duty: (NB! See limit in case of absence for less than 24 hours as described above)

 

Meat, meat products and cheese

A total of 10 kg of meat and meat products, cheese and foodstuffs except dog and cat food.

 

Currency

On entering Norway, you are allowed to bring with you cash or equivalents totalling no more than NOK 25 000.

 

Red or Green lane?

At most points of entry, you will find RED and GREEN lanes. When passing through the red lane, you are indicating that you are carrying goods subject to customs and excise duty and/or which require special import permission. Choosing the green lane indicates that you are only carrying items free of customs and excise duty and that you are not carrying items requiring any special import permission.
When in doubt choose red and ask the customs officers for advice.

Note! The following arrivals and departures will not be covered by a forwarding agent in Hirtshals:
Departure from Hirtshals 23:15 to Kristiansand (arrival 01:30). Departure from Kristiansand 20:00 with arrival Hirtshals 22:15. If you carry goods, this is at your own risk, Fjord Line will not be able to process customs until the following day at 08:00.


Travelling from Norway

Documentation of objects you are taking with you

Objects which you have taken out of Norway may be re-imported free of customs and excise duties. Upon entering the country you may be asked for documentation showing that the objects you are bringing with you are the same ones you have taken out of the country previously. The customs authorities will upon request issue a documentation form on which you may list the objects in question. These may be radios, still or video cameras, binoculars, PCs and such. The above documentation may be used again at a later point if you wish to take one or several of the objects abroad with you again.

 

Currency

When travelling from Norway, you are allowed to take cash or equivalents with you for a total amount of NOK 25 000. If you have more than this amount with you, you must give notification using a form that can be obtained from Norwegian Customs. You must hand in the form to the customs service on departure. Cash or equivalents means, for example, Norwegian and foreign bank notes and coins, cheques/ traveller’s cheques and other documents of value.

Information to passengers with special needs

MS Stavangerfjord and MS Bergensfjord

In Bergen, Stavanger, Hirtshals and Langesund we have gangways that are adapted to wheelchair users. Please contact the check-in staff at the terminal for assistance.

Our ships are well adapted for the physically challenged. On board there are special cabins on Deck 8 which are wheelchair accessible. These cabins have space for one to four persons.  This category of cabin must be booked by phone (+47 815 33 500). These cabins are 16.9 m2 in size. The bathroom is 6 m2 while the rest of the cabin is 10.9 m2. There should be enough space for wheelchair users to roll into the cabin. The cabins have a door opening of 94 cm and there is no door sill or threshold so guests with wheelchairs can easily come in. Other categories of cabins are not wheelchair accessible.

Fjord Line attaches great importance to the safety of our passengers, and that they should feel safe on board. It is therefore important that our staff are made aware of the type and degree of each disability, so that we can best accommodate our passengers. This is why it is not possible to book these special cabins online.


MS Oslofjord

In Sandefjord we have a gangway which is wheelchair accessible. In Strömstad we have a bus that runs from the terminal and onto the boat. Please contact the check-in staff at the terminal for assistance.

MS Oslofjord has two elevators that service Decks 1-5. On the vehicle deck there are ramps into the elevator.

There are two outdoor bar on board MS Oslofjord. On Deck 4 there is a ramp on the starboard side that provides wheelchair access to the bar, but on Deck 7 there is no wheelchair access to the bar.
There are two accessible toilets on board. These are located on Deck 3 and 5.

On Decks 3, 4 and 5 there is ample room for wheelchairs.

HSC Fjord Cat

Kristiansand – Hirtshals:

Travelers without a vehicle:
There is no elevator on board Fjord Cat. Travelers in wheelchairs without a vehicle only have access to their cabin via the upper part of the vehicle deck. This provides the opportunity to travel without a vehicle or on a daytrip. Passengers in wheelchairs who are returning on the same ship may remain on board. Persons with accessibility needs must inform Fjord Line in advance and must present themselves at the terminal no later than 90 minutes before departure to ensure boarding before the vehicles are loaded on board.

On Fjord Line Express, wheelchair users have access to the café and tax-free area on Deck 2. Please note that because of the ship's design we cannot accommodate large electric wheelchairs. Please also note that wheelchair users cannot use Comfort Class or Fjord Class seats (including meals), since these seat types can only be accessed via stairs from Deck 2 to Deck 3.

There is an accessible toilet on Deck 2.

Travelers with a vehicle:
We request that information regarding physically challenged passengers and their vehicle is provided both at time of booking and check-in. If this information is not provided at time of booking we unfortunately cannot guarantee that extra assistance will be available when boarding or disembarking the ship. The vehicle deck only has space for vehicles under 1.95 m high.

On HSC Fjord Cat, wheelchair users have access to the café and tax-free area on Deck 2. Please note that because of the ship's design we cannot accommodate large electric wheelchairs. Please also note that wheelchair users cannot use Comfort Class or Fjord Class seats (including meals), since these seat types can only be accessed via stairs from Deck 2 to Deck 3.

There is an accessible toilet on Deck 2.

Excerpt from Terms and Conditions of Travel, Section 7:

7. PASSENGERS WITH SPECIAL NEEDS

Due to security measures, passengers with special needs or those who must travel with an accompanying passenger must provide information about such needs at the time of booking. The accompanying passenger travels free of charge. It is important to specify which type of assistance is required, in the event of an emergency.

Please contact customer service for further information: +47 51 46 40 99.

Passengers with special needs must contact on board personnel if they require information about safety or the ship in general.

Oxygen

Oxygen for private medical use is permitted. Guests who require oxygen must provide their own equipment and always travel accompanied by others. The accompanying passenger travels free of charge. The ship's captain must be informed that an oxygen tank is in use for security reasons.

Guide Dogs

See Terms and Conditions of Travel