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Travel and purchase terms

When your order a ticket from Fjord Line, you accept our general terms and conditions.

These conditions apply to travel packages. If a trip does not include hotel accommodations (except on ships), the Travel Terms and Conditions for package services apply.

COVID-19 situation has demanded adjustments in our terms and conditions. Extraordinary notes has been written, see note 18.

Version 1.0 – 05.05.2020

1.Legal Regulations

These travel terms and conditions (“Travel Terms and Conditions”) apply to all passengers travelling with Fjord Line. The Travel Terms and Conditions are supplemented by Norwegian law including 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 made via the Fjord Line Freight department are subject to their own terms and conditions. 

Fjord Line travel packages are subject to the General Terms and Conditions for Travel Packages. 

The Fjord Line Travel Terms and Conditions have been translated from Norwegian into several languages. The Travel Terms and Conditions shall be interpreted in accordance with Norwegian rules of interpretation. Should any discrepancies arise, the Norwegian version will take precedence. 

2.Tickets

2.1Booking

All bookings should be made well before departure. Bookings can be made at www.fjordline.com or by contacting Fjord Line offices, travel agencies, or agents. The passenger’s full name, birth date, address, nationality, and cellphone number must be provided when booking. When booking for several passengers, each passenger’s full name, date of birth, and nationality must be provided. 

For group bookings (20 passengers or more) Fjord Line must receive a complete passenger list, including birth dates and nationalities at least four weeks before departure or at the moment of booking if doing so less than four weeks before departure. 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, total height and length (incl. any roof luggage and hitch), 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. It is only possible to charge or hook power up to vehicles such as motor-homes aboard the Fjord FSTR. 

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

  • Maximum weight with single wheel – 9 tons/axle
  • Maximum weight with dual wheels – 13 tons/axle

 A booking can be cancelled or modified free of charge within 24 hours of the booking. The right to cancel does not apply when the booking is made less than 48 hours before departure. 

A service fee is charged per order when booking through customer services via phone or through the ticket office/check-in. Service fees are not charged when it is not possible to book online at www.fjordline.com. 

Trips for passengers with special needs, including but not limited to the visually impaired and passengers with wheelchairs, guide-dogs, and oxygen tanks, must be booked by calling Fjord Line customer service, see also point 7. 

Driverless vehicles, non-drivable vehicles, moving items, exhibition material, quantities of luggage beyond that for personal use, etc. must be booked via the Fjord Line Freight Department. 

The costs of various departures can vary per season. Exchange rate fluctuation can result in cost changes (e.g. between NOK, EUR, and DKK.) Fjord Line is only responsible for those quotes that are confirmed in the form of a ticket, invoice, or other written confirmation. Any changes in cost will not retroactively affect already booked tickets. 

2.2Payment

The trip must be paid in full at time of booking and must be paid with cash or card. Payments must be made with a credit card when booking online or via phone. Fjord Club members can be sent an invoice in accordance with member terms and conditions when booking via phone. 

Fjord Line must receive the payment before departure; possibly, the payment must be documented with a receipt or bank confirmation. If a receipt cannot be shown, the trip must be paid for again at check-in. In cases where the payment terms are not met, Fjord Line has the right to deem the trip cancelled and possibly resell the tickets. 

2.2.1Group Trip Payments (20 or more passengers)*

Group trips must be paid in full at the moment of booking. 

Passengers may make a down deposit of 10% within seven days of the booking date if the total amount exceeds NOK 10,000 (approx. DKK 10,000 / EUR 1,340). The remaining balance will be due 30 days prior to departure: 

*For courses and conference bookings, unique terms and conditions apply. 

2.3Ticketing

Once the payment is registered, the passenger will be emailed confirmation in the form of an e-ticket. If requested, confirmation may also be mailed for a fee of NOK 75 (approx. DKK 75 / EUR 10). 

The e-ticket will contain a booking summary. The person making the booking is responsible for ensuring their ticket matches their desired booking. 

Unused tickets are non-refundable. See point 3 for more on the cancellation policy. 

2.4Gift cards

Reselling of Fjord Line gift cards is not permissible. 

3.Trip modifications and cancellations

If you need to modify or cancel your trip, you must call Fjord Line customer service at +47 51 46 40 99 during standard business hours. Please have the relevant booking number ready. 

If you do not show up for the trip without notifying Fjord Line, the entire trip will be cancelled without a refund. If a return ticket was booked, this is also automatically cancelled. 

If customer service is closed, you can retain the same rights by e-mailing us at info@fjordline.com. To make changes that entail a fee/cost difference, you must call customer service during business hours. 

3.1Passenger services and cruises

Ved endring av cruise- eller transportbillett påløper administrasjonsgebyr. Ved endring av billett beregnes gebyret per endring. Ved avbestilling påløper avbestillingsgebyr (% av billettpris):

3.1.1Cruise and economy tickets

Administration fees apply when modifying your passenger service or cruise booking. When modifying your booking, the fee is based on each change.

When cancelling your trip, fees will be charged as follows (% of ticket price): 

  • Modification of trip date/time: NOK 600 (ca. DKK 600 / EUR 80) 
  • Modification of name: NOK 200 (ca. DKK 200 / EUR 27) 
  • Modification and resending vehicle registration: NOK 30 (ca. DKK 30 / EUR 4) 
  • Cancellations: 100% 
  • No-show: 100% 

*If a change results in a lower price than that of the original trip, the difference will not be refunded. If changing to more expensive dates or cabins, the difference must be paid. 

A booking can be cancelled or modified free of charge within 24 hours of the booking. The right to cancel does not apply when the booking is made less than 48 hours before departure. 

3.1.2Flex-tickets

When modifying or cancelling a ticket, the following fees apply (% of ticket price): 

  • Modification of trip: No change 
  • Cancellation up until 14 days prior to departure: No change 
  • Cancellation between 14 days and 24 hours prior to departure: 25% 
  • Cancellation less than 24 hours prior to departure: 100% 
  • No-show: 100% 

*If a change results in a lower price than that of the original trip, the difference will not be refundedIf changing to more expensive dates or cabins, the difference must be paid. A modification made less than 24 hours prior to departure is considered a cancellation. 

3.1.3Domestic Bergen–Stavanger–Bergen

Administration fees apply when modifying your domestic travel booking. When modifying your booking, the fee is based on each change.

When modifying or cancelling a ticket, the cancellation fee (% of ticket price) is: 

  • Modification of trip date/time: NOK 100.00 (ca. DKK 98.00 / EUR 14.00) 
  • Modification and resending vehicle registration: NOK 30 (ca. DKK 30.00 / EUR 4.00) 
  • Cancellations: 100% 
  • No-show: 100% 

*If a change results in a lower price than that of the original trip, the difference will not be refunded. If changing to more expensive dates or cabins, the difference must be paid 

A booking can be cancelled or modified free of charge within 24 hours of the booking. The right to cancel does not apply when the booking is made less than 48 hours before departure. 

3.2Group travel (20 passengers or more)*

When cancelling your trip, the following fees will be charged (% of ticket price): 

  • Cancellation more than 30 days prior to departure: No change 
  • Cancellation between 30 days and 15 days prior to departure**: 25% 
  • Cancellation between 14 days and 7 days prior to departure**: 50% 
  • Cancellation less than 7 days prior to departure: 100% 
  • No-shows: 100% 

*Does not apply to tour companies or agents 

*For courses and conference bookings, unique terms and conditions apply. 

**Passengers eligible for a refund will also be charged NOK 100 per refunded booking. 

3.3Cancellation insurance in case of illness

In case illness should occur, Fjord Line recommends all passengers take out a voluntary cancellation insurance policy of NOK 150 ( approx. DKK 150 / EUR 20) per passenger. Cancellation insurance must be selected together with the trip. 

Cancellation insurance gives you the right to cancel your trip if a member of your household, or an immediate family member experiences unexpected and serious illness, an accident, or death, and this prevents you from taking the trip or makes it unjustifiable for you to take the trip. An immediate family member is a spouse/cohabitant, sibling, child, parent, grandparent, grandchild, or in-law. You also have the right to cancel if an aforementioned event affects a person in your travel group, and it is unreasonable to demand the trip be taken without said person. 

You must call Fjord Line customer service at +47 51 46 40 99 within normal business hours to report a cancellation and you must do so within regular opening hours. If customer service is closed, you can retain the same rights by e-mailing us at info@fjordline.com. 

In order to receive a refund from Fjord Line under the cancellation insurance, you must send a request to Fjord Line as soon as possible with the reason for the cancellation documented and a medical certificate. The request must be labelled with the booking number. The cancellation insurance entitles you to a refund of the amount paid for the cancelled trip, less the cost of the cancellation insurance. 

If you purchased an alternative trip, where the price of the trip was based on one or more travellers sharing a room, suite, or cabin, the cancellation insurance will cover any additional costs that would have otherwise been incurred as a result of you not being able to take the trip. In these cases, Fjord Line reserves the right to relocate the remaining travellers on the booking to a different, smaller accommodation than originally booked. 

It is highly recommended to have valid travel insurance. If not available, it is necessary to bring a European Health Insurance Card on trips outside of Norway. 

4.Cabins

Cabins (if available, where available) must be booked on night cruises. Please note that on certain sailings you must vacate your cabin a few hours before arrival. The time to vacate will be announced aboard the ship. 

When travelling with on board accommodation, adults and children over 4 y.o. must each have their own bed. Fjord Line does not recommend sun loungers for children under 12 years. Extra mattresses in the cabin are not allowed. A select number of cabins can accommodate a cot. Contact customer service for more information. 

Fjord Line may overbook our cabins. Overbooking is resolved on board with financial compensation to: a) the affected/injured parties or b) those passengers who give up their cabin. 

5.Age Limit

Please note that the age limit applies to unaccompanied minors. 

A guardian is considered to be a person over the age of 25 who is travelling in the parent’s place and who assumes responsibility for the child/children below the age limit. 

There must be at least one guardian per five minors on a cruise and at least one guardian per 10 minors during passenger service. Guardians must submit a completed guardian form no later than two days before departure. A guardian form can be obtained from the Fjord Line booking office or downloaded here. 

Passenger Service
Route Age limit
Bergen–Stavanger–Hirtshals 18 y.o
Langesund–Hirtshals 16 y.o
Sandefjord–Strömstad 16 y.o
Kristiansand–Hirtshals 16 y.o
Bergen–Stavanger (innenriks) 16 y.o
Stavanger–Bergen (innenriks) 16 y.o
Hotel packages 
Route Age limit
Bergen–Stavanger–Hirtshals 18 y.o
Langesund–Hirtshals 18 y.o
Sandefjord–Strømstad 18 y.o
Kristiansand–Hirtshals 18 y.o
Cruise/Day Trip 
Route Age limit
Bergen–Stavanger–Hirtshals 18 y.o
Langesund–Hirtshals 18 y.o
Sandefjord–Strømstad 18 y.o
Kristiansand–Hirtshals 18 y.o

6.Attendance check-in

For foreign travel: 

  • Please arrive at least 60 minutes before departure. 
  • Check-in closes 20 minutes prior to departure. 

For domestic travel Bergen-Stavanger and Stavanger-Bergen: 

  • Please arrive at least 60 minutes before departure. 
  • Please board at least 20 minutes prior to departure. 

Fjord Line reserves the right to reject any passenger who arrives too late to present themselves to the staff at the check-in desk within the specified time limit for check-in. Refunds will not be given to passengers who arrive late. 

7.Travellers with special needs

In the interests of safety, travellers with special needs or who have to travel with a companion should inform Fjord Line of this when booking a trip. The companion travels for free. It is also important to state that assistance is needed in the event of an emergency. 

Bookings for travellers with special needs must be made through our customer service at +47 51 46 40 99. 

During the trip, the traveller is asked to contact the staff on board if information on safety or the ship in general is desired. 

Patients with oxygen tanks 

Patients travelling with oxygen tanks must travel with a companion on all our ships. The companion travels for free. The ship’s captain must be made aware of the oxygen tanks in case of a fire. 

Guide dogs and service dogs 

Guide dogs and service dogs trained to carry out tasks for the blind and visually impaired or to provide emotional and psychological support travel for free on all our ships. An official letter from a doctor or therapist supporting the need for assistance must be presented at check-in and must stay with the dog during the trip. 

Travellers with guide dogs or service dogs can bring their dogs into selected cabin types. The dog can stay on the floor in most communal areas on board. Travel should be booked well in advance of departure as there is a limited number of spots available. Walking the dog during the crossing can be arranged with the staff on board. We urge travellers to show consideration to anyone on board who may have allergies. 

Wheelchair users with vehicles 

If a wheelchair user requires more room than the length of their car and needs parking near an elevator on the car deck, please inform us of this at booking and also at check-in. To ensure that you are adequately accommodated, please be at the terminal at least 90 minutes prior to departure. 

Baby strollers in vehicles 

If you need to use a stroller on board our ships, you must notify us of this at check-in. To ensure the best possible alignment and placement on the car deck, please be at the terminal at least 90 minutes prior to departure. 

8.Proof of identity

You are responsible for covering any expenses if entry into the destination country is denied, for example because of your failure to produce travel documents, passports, or credentials. This also applies to expenses related to returning home. All passengers over the age of 18 must bring valid identification in the form of passports, driving licences or bank cards with a photo. The form of ID must match the name given on the ticket (applies to both domestic and foreign travel). 

As of 2015, authorities require 100% ID verification when entering Norway. The following requirements apply: 

Any Nordic citizen and passenger over the age of 18 must bring a valid photo ID (passport, driving licence, bank card). Children travelling with adults do not have to bring ID. 

Schengen Area citizens: 

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

Non-Schengen Area citizens: 

Passengers from countries outside the Schengen Area or Scandinavia must have a passport and possibly a visa for travelling to Norway. This also applies to children under the age of 18. 

Each traveller is responsible for carrying the necessary travel documents, including but not limited to identification documents and/or entry permits. Failure to produce travel documents will be considered that same as a no-show and these tickets will not be refunded. 

Vehicle must have country letters. International insurance certificates should be provided for both vehicles and passengers. 

9.Transport of living animals

Living animals are transported at the owner’s risk and responsibility. Please note that Norway and most other countries in Europe have very specific regulations regarding the importing of live animals. For more information and application forms, contact a veterinarian or the Norwegian Food Safety Authority. 

Transportation of small animals is permitted. Three animals are allowed per booking. Pets must stay in the car or in pre-booked kennel/dog storage, where available. Supervision and walking during the crossing can be arranged with the crew on board. Except for guide/service dogs, pets are not allowed in common areas or cabins. 

Horse trailers as well as horse-drawn vehicles must be ordered via customer service at + 47 51 46 40 99. Passengers transporting horses must contact Fjord Line Freight to present papers on departure and on arrival and they be registered on the Freight Manifest. A fee of approx. 260 NOK will be charged for this. Fjord Line Freight must be contacted in advance if assistance is required for preparing customs papers. 

10.Luggage/travel goods

You may bring luggage up to 50 kg or half a cubic meter free of charge. It must be stored in a vehicle during the trip. Furniture, boxes, large suitcases, etc. not stored in a vehicle is considered cargo and must be paid in accordance with.the tariff. For this type of cargo, you must contact Fjord Line Freight.  

Fjord Line is not responsible for money, securities and other valuables (e.g. gold, silver, jewels, jewelry, art, etc.) unless these are stored by Fjord Line. 

Firearms, ammunition, explosives, electronic waste, or other dangerous goods are not allowed on board without prior written consent from Fjord Line. Dangerous goods must be labelled according to regulations. The same applies to transport vehicles. Any prohibited items found will be seized. 

Each driver is responsible for ensuring that their vehicle is parked in their designated space on the ship, with the parking brake on. The vehicle must be set in the lowest gear with the alarm off and the doors locked. Refusal to do so entails liability for the driver in the event of any loss or damage. 

Regulations for domestic travel with luggage/travel goods 

Hand luggage 

As a traveller, you may bring one item of hand luggage into the common areas of the ship. Maximum dimensions: 55 x 40 x 23 cm. Maximum total weight: 15 kg. You may also bring one extra item. This could be, for example, a small handbag or laptop case. Maximum dimensions: 25 x 33 x 20 cm. 

Damaged luggage 

If your luggage was damaged during crossing you must show it to a Fjord Line representative at the terminal, as well as a receipt for the delivered luggage and your travel documents. Depending on how your luggage was damaged, we will either repair it or compensate you for the value of the luggage at the time of its damage. 

The transportation conditions make scratches, marks, dents, and other minor luggage damage common. Fjord Line assumes that as a guest you understand we cannot be responsible for compensating for normal wear and tear. If the contents of your luggage are damaged (without damage to the outside of your luggage), we recommend contacting your insurance company. 

Luggage delivery
Upon arrival at the terminal. 

11.Delay and cancellation

In accordance with.EU Regulation 1177/2010, passengers have certain rights in the event of cancellation or delay. It should be noted there are a number of exceptions to these rights, including if the delay or cancellation is due to weather conditions. Each case will be assessed and this section provides only a general overview of each individual’s possible applicable rights.  

Delayed or cancelled departure 

In the event of delay or cancellation, each passenger shall be informed as quickly as possible. Fjord Line aims for all affected passengers to be informed within 30 minutes of the scheduled timetable. Each passenger will also receive information on the expected arrival and departure time as soon as such information is available. 

In the event of a cancellation or delay of more than 90 minutes of the scheduled timetables, Fjord Line will provide travellers with snacks, food, or refreshments that are reasonable in relation to the waiting time and that are reasonably obtainable.  

In case of a cancelled departure or a delayed departure by more than 90 minutes, each passenger can choose to either continue their trip, cancel with a refund of their paid fare, or rebook. Should a passenger choose to cancel their ticket, they will be offered a free return to their point of departure (according to their ticket), where relevant. Any rebooking must be made for the next available departure under corresponding travel conditions. These options do not apply if Fjord Line can prove that the interruption or delay was due to weather conditions that could have jeopardised the safety of the ship. 

Delayed arrival 

In case of delayed arrival at the final destination according to the ticket used, each passenger may claim a refund for parts of their paid ticket. For one-way tickets, the refund is calculated based on the actual fare paid for the trip. For round-trip cruises, the refund is calculated based on 50% of the fare paid for the trip. 

Compensation is calculated based on the price paid for all passengers, vehicles, and cabins. 

A refund of 25% of the paid ticket for a delay of at least: 

  • 1 hour where the crossing lasts up to 4 hours 
  • 2 hours where the crossing lasts more than 4 hours but less than 8 hours 
  • 3 hours where the crossing lasts more than 8 hours but less than 24 hours 
  • 6 hours where the crossing lasts more than 24 hours 

If a delay exceeds twice any of the above times, 50% of the ticket price will be refunded 

Compensation is not granted if Fjord Line can prove that the interruption or delay was due to weather conditions that could have jeopardised the safety of the ship or that could not have been avoided with reasonable measures. 

12.Liability for loss or damage

For passenger liability, Fjord Line operates in accordance with Chapter 15 of the Maritime Act and EU Regulation 392/2009. Fjord Line is obliged to compensate losses that are caused by the death or injury of passengers during the trip, including shipwreck, collision, stranding, explosion, fire, or ship failure. Fjord Line’s liability is limited to SDR 250,000 per passenger. If the incident is caused by errors or negligence on the part of Fjord Line, the liability is limited to SDR 400,000 per passenger. 

Fjord Line is obliged to compensate for losses that are caused by the death or injury of passengers due to incidents during transport caused by errors or negligence on the part of Fjord Line. The same applies to losses incurred by delay in the carriage of passengers. Fjord Line’s liability is limited to SDR 400,000 per passenger. For losses due to delay, Fjord Line’s liability is limited to SDR 4,694 per passenger. 

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

  1. SDR 2,250 per passenger for losses related to hand luggage
  2. SDR 6,750 per passenger for losses relating to valuables stored by Fjord Line
  3. SDR 12,700 per vehicle including any trailer and all luggage carried in or on the vehicle.
  4. SDR 3,375 per passenger for losses relating to other travel goods

Where Fjord Line is liable for damages, the company is entitled to deduct the amount incurred up to: 

  1. SDR 330 per vehicle for vehicle damage
  2. SDR 149 per passenger in the event of loss or damage to other travel goods
  3. SDR 20 per passenger in the event of loss due to delay

SDR (Special Drawing Rights) is a listed currency on which the current value is based at any given time. 

Fjord Line is not liable for damage to a passenger or loss of life that occurs before boarding or disembarking. Similarly, Fjord Line is not liable for delays that occurred before boarding or disembarking. Fjord Line is not liable for goods before the goods were brought on the ship or after the goods were taken ashore. Fjord Line is not liable for any loss or damage caused by passengers to themselves or any third parties. Fjord Line is not liable for matters beyond Fjord Line’s control. 

In addition to that which is stated in the Travel Terms and Conditions, Fjord Line reserves the right to apply the liability limitations at any time as provided by applicable legislation. 

Each traveller is liable for damages for loss, damage, or vandalism caused by the traveller or anyone the traveller is responsible for. 

13.Reservation Terms and Conditions

Fjord Line reserves the right to modify published prices and times, as well as the right to a surcharge as a result of changes in exchange rates, bunker prices, or imposed taxes and fees from the state. Fjord Line also reserves the right to modify the route and itinerary of Fjord Line vessels. 

If necessary, Fjord Line reserves the right to cancel any trip with a refund of the paid fare or change to the next available departure, and to replace any ship listed on the ticket and/or online. 

14.Safety

Each passenger must comply with regulations on order and safety aboard the ship. 

For safety reasons, passengers, luggage, and vehicles can be searched before boarding is permitted. If a passenger refuses to allow this, they can be denied boarding without a refund of the paid ticket. Fjord Line has the right to deny boarding to any drunk/intoxicated traveller. Such cases are processed as cancellations. 

Fjord Line can detain any traveller who poses a threat or is a serious bother to fellow passengers during the crossing. Any passenger who damages company property or becomes a liability to the company or fellow passengers will be held liable for such losses. 

Fjord Line has the right to deny passengers boarding or disembarking during the trip if, in the captain’s opinion, they are unfit for travel or may be a danger to their own safety. If a traveller is disembarked or denied boarding, the paid ticket will not be refunded. 

15.Lost property

Personal items found on board are stored for one month at our ticket office in Bergen/Kristiansand. Fjord Line is not liable for such items. Fjord Line does not store passports and bank cards. These are sent to the police or relevant bank. After one month, valuables are transferred to Hordaland district police. Other lost goods are discarded or sent to Fretex. 

16.Complaints

In the event of lost or damaged luggage, passengers must notify Fjord Line in writing without undue delay after they become or should have become aware of the circumstances justifying a possible claim for compensation:  

(a) for hand luggage: before or during the passenger’s disembarking 

(b) for all other travel goods (including vehicles): before or during delivery thereof and before disembarking.  

If these provisions are not met, all luggage is considered to be in undamaged condition when boarding/disembarking, and will result in the passenger being ineligible for any compensation, unless proven otherwise.  

The above written notification requirement will be considered fulfilled if the passenger’s luggage has been control checked or inspected during the passenger’s stay aboard the ship, and the condition of said luggage was duly reported on the ship’s loss/ damage reporting form.  

It should be noted that the ship’s reporting form is only a record of incurred loss/damage aboard the ship and does not decide any liability.  

Claims for compensation must be made in writing or by e-mail at info@fjordline.com 

 and no later than two months after departure. Copies of tickets and other relevant documentation must be attached.  

Transport complaints 

If you do not agree with Fjord Line’s conclusion of a case, you can send an appeal to the Transport Complaints Board for boat trips. The Board handles complaints concerning shipping companies, travel agencies, and ports. Complaint handling is free for passengers. 

Complaints are sent to the Norsk ReiselivsForum via the website, which is the secretariat for the Transport Complaints Board and the Package Travel Board. The case must be heard by the Board within one year of the customer’s submission of a written complaint to Fjord Line AS. For more information, call our switchboard at +45 22 54 60 00 or visit us online at https://reiselivsforum.no/.

17.Dispute Resolution

Any dispute and/or claim occurring on the basis of the transport contract is subject to the Travel Terms and Conditions and Norwegian law. Any dispute shall be settled by legal action against Fjord Line AS, Postboks 513, 4379 Egersund. The Dalane District Court shall be regarded as the adopted jurisdiction in such a case. 

18.Extraordinary travel conditions due to the COVID-19 situation

Due to the extraordinary situation regarding covid-19 the national authorities have made restrictions on to whom can cross the border between Norway and Denmark.
We strongly encourage all travelers to read and understand the restrictions that have been set by each national authorities before purchasing a ticket. Fjord Line will not refund tickets for travelers that are denied entry at the border.

You can read more about the restrictions here: regjering.no and politi.dk/en

There are no restrictions for cargo, normal conditions apply for cargo. You can find more information here: regjering.no

18.1Canceled sailings

Anyone who has booked a journey that cannot be carried out due to a canceled departure, as a general rule, is entitled to rebook their trip or get a refund. We are continuously sending out a voucher for the price of the booked trip. However, due to extraordinary work pressure on our customer service department, the processing time is a bit longer than usual. Alternatively, the company where the travel insurance was purchased can be contacted.

18.2Change or cancellation of car packages and transport journeys

Orders made before 10.03.20

All passengers who have booked travel before March 10 with departure before July 31, 2020 may change to another departure date free of charge. If the journey changes to a more expensive departure, the difference must be paid.


Orders made during the period 10.03.20 – 30.06.20

All passengers who have booked regular car packages or transport journeys in the period 10.03.20 to 30.06.20 with a departure date in 2020 can change the departure date free of charge, up to 48 hours before departure, to a later date in 2020. If the journey changes to a more expensive departure, the difference must be paid.

Cancellation is also possible up to 48 hours before departure. You can then choose between a voucher or a refund. The voucher must be used before 01.12.2020 for a departure before 31.12.2021.

Orders made during the period 01.07.20 – 31.07.20

All passengers who have booked regular car packages or transport journeys in the period 01.07.2020 to 31.07.2020 can move the travel date free of charge up to 48 hours before departure to a later date in 2020. If the journey changes to a more expensive departure, the difference must be paid.

Cancellation is also possible up to 48 hours before departure. We then send out a voucher that can be used as payment / partial payment of future travel. The voucher must be used before 01.12.2020 for a departure before 31.12.2021.

Orders made during the period 12.08.20 – 30.09.20

All passengers who book regular car packages or transport journeys in the period 12.08.2020 to 30.09.2020 with departure in 2020 can move the travel date free of charge up to 72 hours before departure to a later date before 31.05.2021. If the journey changes to a more expensive departure, the difference must be paid.

Cancellation is also possible up to 72 hours before departure. We then send out a voucher that can be used as payment / partial payment of future travel. The voucher must be used before 01.12.2020 for a departure before 31.12.2021.

For travel after 30.09.2020, normal travel conditions apply.

18.3Change / Cancellation of Cruise

Orders made during the period 10.03.20 – 30.06.20

All passengers who have booked a cruise in the period 10.03.2020 to 30.06.2020 with a travel date before 31.03.2021 can move the travel date free of charge up to 48 hours before departure to a later date by 31.03.21. If the journey changes to a more expensive departure, the difference must be paid.

Cancellation is also possible up to 48 hours before departure. You will have the option to choose between a voucher or a refund. The voucher must be used before 01.12.2020 for at departure before 31.12.2021.

Orders made during the period 01.07.20 – 31.07.20

All passengers who have booked a cruise in the period 01.07.2020 to 31.07.2020 with a travel date before 31.03.21 can move the travel date free of charge up to 48 hours before departure to another date by 31.03.21. If the journey changes to a more expensive departure, the difference must be paid.

Cancellation is also possible up to 48 hours before departure. We then send out a voucher that can be used as payment / partial payment of future travel. The voucher must be used before 01.12.2020 for at departure before 31.12.2021.

Orders made during the period 12.08.20 – 30.09.20

All passengers who book a cruise in the period 12.08.2020 to 30.09.2020 with departure in 2020 can move the travel date free of charge up to 72 hours before departure to a later date before 31.05.2021. If the journey changes to a more expensive departure, the difference must be paid.

Cancellation is also possible up to 72 hours before departure. We then send out a voucher that can be used as payment / partial payment of future travel. The voucher must be used before 01.12.2020 for a departure before 31.12.2021.

For travel after 30.09.2020, normal travel conditions apply.

18.4Change / Cancellation of package tours - boat and accommodation

Cancellation or change of travel that cannot be done due to closed borders or by travel advice from the respective country’s authorities can be canceled without charge.

For cancellation or change of travel that is not yet covered by such circumstances, our usual terms and conditions apply (see section 3.3)

Regarding refunds for travel that cannot be completed, we will deal with this as soon as possible. We ask for understanding that the processing time is likely to be longer than normal due to the extraordinary time we are currently in.

18.5Permitted travel destinations

For travelers with permanent residence in countries or regions that are covered by quarantine requirements when entering Norway, the so-called “red countries/regions”, you can free of charge change your travel date to a later departure until 31.12.2021 or get a non-refundable value check. The value check must be used by 01.12.2020, to pay for a future travel before 31.12.2021. If the journey changes to a more expensive departure, the difference must be paid.

Which countries and regions this applies to can be found on FHI.

For the latest information regarding what countries quarantine applies for can be found here: Regulations for covid-19 in Norway

18.6Prolonged storage of passangerinformation

This is to be used when tracking for infections (covid-19).
Passanger information with contact information will be stored for 10 days.
Until the authorities changes the amount of days for quarantine or similar instances regarding covid-19, this will remain.

Ref: covid-19 regulation, § 13