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Travel and purchase terms
When you book a trip with Fjord Line, you agree to our current travel and purchase terms. These travel and purchase terms 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.
The situation concerning COVID-19 demands some extraordinary changes to our travel and purchase terms. Please see note 18 in our terms and conditions
1.Legislation
These “Travel and purchase terms” apply to all passengers travelling with Fjord Line. The Travel and purchase terms 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 Freight department are subject to their own terms and conditions.
Fjord Line’s package tours are subject to the Package Tours Act of 1 July 2018, 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 Travel and purchase terms are translated from Norwegian into several languages. The Travel and purchase terms shall be interpreted in accordance with Norwegian rules of interpretation. In the event of conflict or inconsistency, the Norwegian version shall prevail.
2.Tickets
2.1Booking
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.
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 directly via ticket office/check-in or by phone to Fjord Line’s offices on the day of departure, a service fee will be charged. 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 7 in this document.
For vehicles without drivers, removal loads, exhibition materials, etc., please contact Fjord Line’s cargo department at +47 51 46 40 00. See also section 10 in this document.
On board there is no possibility of getting vehicles charged, or connecting power to campers.
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
2.2Booking 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.
2.3Payment
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.
2.3.1Payment of cruises and passenger services
Cruises and passenger services, including economy and flex tickets are payable in full at time of booking.
2.3.2Payment 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.
2.3.3Payment 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.
2.4Ticket
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) 51 46 40 99 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.
3.1Passenger service and cruises
3.1.1Cruise 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.
3.1.2Flex 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.
3.1.3Domestic 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.
3.2Group 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.
3.3Package 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.
3.4Cancellation 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.com.
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 downloaded 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 | 18 years |
| Langesund–Hirtshals | 18 years |
| Sandefjord–Strömstad | 18 years |
| Kristiansand–Hirtshals | 18 years |
| Cruise/Day trip | |
| Route | Age limit |
| Bergen–Stavanger–Hirtshals | 18 years |
| Langesund–Hirtshals | 16 years |
| Sandefjord–Strömstad | 16 years |
| Kristiansand–Hirtshals | 16 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.
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.com 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.
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.