General terms and conditions - Passenger of Carriage - Passenger Rights - Cookies
General terms and conditions
The following General Terms and Conditions apply for purchases made at BORNHOLMSLINJEN.
The present General Terms and Conditions are effective from September 18th 2019.
General terms and conditions
1.1 BORNHOLMSLINJEN is run and owned by MOLSLINJEN A/S, Hveensgade 4, 8000 Aarhus C, Denmark, CVR (VAT) number 17881248.
1.2 Any agreement for transport with BORNHOLMSLINJEN is thus signed with MOLSLINJEN A/S as counterparty.
2.1 'Passenger' means any physical person who is or will be transported by ship in accordance with agreement with MOLSLINJEN A/S, as well as the person accompanying a Vehicle or Goods.
2.2 'Baggage' means items transported in connection with a passenger travel agreement.
Baggage can be divided into 4 categories:
2.2.1 'Hand baggage' means the baggage a passenger has in his possession or which the passenger has in or on his vehicle.
2.2.2 'Vehicle' means the motor vehicle which a passenger drives on board the ferry.
2.2.3 'Valuables' means money, securities, silver, gold, watches, jewels, jewellery, and artefacts.
2.2.4 'Other baggage' is baggage which is not covered by the definition in section 2.2.1, 2.2.2 and 2.2.3.
2.3 ‘Goods’ means objects that are not covered by the definition in section. 2.2. Trucks, vans, busses, and goods transported on such vehicles are oods, unless they are the driver’s or passenger's personal belongings and are used as passenger cars, after which they are considered baggage.
2.4 "Value Goods" includes, but is not limited to, tobacco, spirits, jewellery, cash and other similarly tradable items.
2.5 'Transport container' means any container, trailer, flatbed, pallet, tank, stretcher case or similar.
2.6 'Dangerous goods' means goods which are covered by § 257 (1) and (2) of the Danish Merchant Shipping Act.
3.1 The present General Terms and Conditions apply to any agreement on carriage entered into by MOLSLINJEN A/S, whether or not a document is issued. In addition to this, the ferry regulations are as stated on the ferry.
3.2 MOLSLINJEN A/S cannot be held liable for loss, direct or indirect, including loss of revenue, beyond the mandatory rules of the Danish Merchant Shipping Act or other mandatory legislation.
3.3 MOLSLINJEN A/S limits its liability as much as possible under the rules of the Danish Merchant Shipping Act.
3.4 Salt sprays may occur on the cars.
3.5 Unless mandatory rules in the Merchant Shipping Act or other mandatory legislation provide for other jurisdiction, all disputes with MOLSLINJEN A/S shall be settled in accordance with Danish law at the home court of MOLSLINJEN A/S.
3.6 Reservation is not a guarantee of carriage but is considered to be a free capacity inquiry on the ferry in question. Reservation will be automatically deleted if the check-in is not completed no later than 10 minutes before scheduled departure.
3.7 If there are disaster, ambulance, or police vehicles on sold out departures, the reserved vehicles which arrived last will be put on hold.
3.8 If the agreement concerns a specific ship, MOLSLINJEN A/S is entitled to fulfil the agreement with another suitable ship and any information about ship type is not binding on MOLSLINJEN A/S.
3.9 Departure and sailing times stated by MOLSLINJEN A/S are considered to be approximate, and MOLSLINJEN A/S does not guarantee that they are complied with. MOLSLINJEN A/S assumes no liability for operating irregularities, for connection to trains, coaches and other means of transport.
3.10 MOLSLINJEN A/S reserves the right to charge an additional fee of DKK 750 if passengers pass through check-in/ticket inspection without paying, or travel on the selected form of transport without a valid ticket.
3.11 It is possible to purchase tickets cash at the staffed ticket sales offices in the ports and with Dankort as well as some of the most common payment cards in ticket machines and on the company's websites. Please be aware that there is no staff in the Sassnitz port, and that the ticket from Sassnitz - Rønne therefore must be booked online in advance. The shipping company accepts payment in Danish kroner (DKK). In Ystad payment can also be made in SEK.
4.1 There is no right of cancellation for passenger transport agreements, see § 1 (1) no 4 of the Danish Consumer Agreement Act.
4.2 If the ticket type allows it, a ticket may be changed to another departure on the same route within the validity period. For example, a ticket in the direction of Rønne towards Ystad can be changed to another departure in the direction of Rønne towards Ystad. If you wish to change the direction on the ticket, with the departure from the opposite port, kindly contact BORNHOLMSLINJEN on tel. +45 70 900 100. It is not possible to change return tickets so that both trips depart from the same region. Note: If you change your ticket to another ticket type, for example, from Low fare ticket to Flex ticket, the ticket terms of the original ticket will still apply to the changed ticket.
4.3 If the ticket type permits changes, it is possible to change the ticket from one vehicle type to another by contacting Bornholmslinjen on tel. +45 70 900 100 or in person. For instance, a ticket for a “Low Car” can be changed to a ticket for a “High Car”, a “Walk-On” ticket can be changed to a “Low Car” ticket, and so on. If the new ticket costs more than the original ticket, the difference is paid in connection with the change. If the new ticket is cheaper than the original ticket, you can have the price of the original ticket refunded in connection with the purchase of the new ticket, if the ticket type allows.
4.4 If you accidentally double-book (purchase two identical tickets for the same departure), you can have the duplicate ticket refunded by writing to email@example.com BEFORE the scheduled departure. To receive a refund, both tickets must have been purchased no more than ten minutes apart for the same departure.
4.5 Lowprice ticket is valid for up to 1 month from the original travel date and can be changed for a fee as well as payment of a possible price difference until the time of departure to another low fair, flex or standard ticket. Lowprice tickets cannot be refunded. The number of Low fare tickets available on the different departures varies, and the Low fare tickets are sold according to the first come, first served principle.
4.6 Flex ticket is valid for up to 1 month from the original travel date and may be changed online without any charge until the agreed departure time against payment of any price difference to another flex or standard ticket . Flex tickets cannot be refunded. The number of Flex tickets available on the different departures varies, and Flex tickets are sold according to the first come, first served principle.
4.7 Standard ticket (including Pensioner and Disabled ticket) is valid for up to 3 months from the original travel date and may be changed to another Standard-ticket or refunded until the agreed departure time. Standard tickets can be changed online without any charge. For a refund, a fee is charged per booking at 20% of the ticket price, but at least DKK 100, which is offset against the refund. Standard tickets include five passengers in the car. Pensioner and Disabled tickets include two passengers in the car. Additional passengers cost DKK 49 per person regardless of age.
4.8 With a valid companion card for personal assistants for disabled persons issued by the Danish Disability Organisations [Danske Handicaporganisationer], the Danish Association of the Blind [Dansk Blindesamfund] or a similar organisation, buy a disabled persons ticket. A disabled persons ticket is valid for up to three months from the original journey date, and can be changed and/or refunded up to the time of departure that was ordered. Disabled persons tickets can be changed online without a fee. A disabled person ticket can only be changed to another available disabled persons ticket or Standard ticket, subject to payment of any price difference. It is also possible to change the type of transport for a Retiree ticket, e.g. from “Foot passenger” to “Low Car” by contacting BORNHOLMSLINJEN on tel. +45 70 900 100. . In case of refunding, a fee is charged per booking amounting to 20% of the ticket’s price, but at least DKK 100, which is deducted from the refunded amount. In addition, it is possible for disabled persons to order a pedestrian ticket for themselves and their personal assistants at a 50% discount.
4.9 Pensioner ticket: People older than the retirement age of 65, which can be documented with a driving license or passport, where the date of birth and the picture appear. Early retirees also have the opportunity to purchase the Pensioner ticket against proof of identity with picture ID, eg. DSB ID card or similar. In addition, a valid image ID must be displayed. Postpayers cannot take advantage of retirement tickets. A Pensioner ticket is valid for up to three months from the original journey date, and can be changed and/or refunded up to the time of departure that was ordered. Pensioner tickets can be changed online without a fee. Pensioner tickets can only be changed to another available Pensioner ticket subject to payment of any price difference.
4.10 The Family Trip Pass includes 10 pre-paid journeys with a Standard Ticket for a “Low Car” on the Rønne-Ystad route and is valid for 12 months from the date of purchase.
4.10.1 Journeys paid using the Family Trip Pass must be booked online.
4.10.2 No more than two journeys may be booked for the same day using the same Family Trip Pass.
4.10.3 It is possible to delete a booking paid using the Family Trip Pass by simply doing so prior to the planned departure time for the journey you want to cancel. In this case, your clip will be automatically returned to the Family Trip Pass. It is the responsibility of the owner of the pass to delete unwanted bookings.
4.10.4 It is not possible to purchase food or other optional products for a journey paid for using a clip from a Family Trip Pass.
4.10.5 Unused trips on the Family Trip Pass can be reimbursed for up to 12 months after expiration of the pass for a fee of DKK 439 per pass, equivalent to one trip on the Family Trip Pass.
4.11 Commuters can purchase Commuter Tickets by setting up a Commuter Scheme, using the form at www.bornholmslinjen.dk/pendler, which also shows annual fees and sliding scale pricing.
4.12 Commuters are offered two types of Commuter Scheme, either for private persons or for businesses.
4.13 If you have a Commuter Scheme, you can enter into one or more Commuter Agreements, depending on the type of transport you are using, e.g. ‘Low Vehicle’ or ‘Pedestrian, child’. A Commuter Agreement allows you to purchase Commuter Tickets on special terms.
4.14 Commuter Agreements can be used on both the Rønne-Ystad and the Rønne-Køge crossings and are only valid for the specific form of transport for which they are purchased.
4.15 Commuter Tickets can be changed right up to the date of the expiry of the current Commuter Agreement. Commuter Tickets can be changed free of charge.
4.16 If you buy a Commuter Ticket for travel after expiry of the term of the current Commuter Agreement, the Commuter Agreement can be extended when you buy the ticket so that it is automatically valid for one more year. The price for this will be charged together with the Commuter Ticket in question.
4.17 A Commuter Agreement comes into force on the travel date of the first Commuter Ticket bought through the Commuter Agreement, and it is then valid for 12 months. The Commuter Agreement may be changed to enter into force earlier by contacting BORNHOLMSLINJEN’s customer service.
4.18 Commuter Agreement fees and Commuter Tickets cannot be refunded.
4.19 In connection with a journey using a Commuter Ticket, the owner of the related Commuter Scheme must be able to show his or her picture ID (driving licence, passport, etc.) as documentation for the connection. In the case of the Business Commuter Scheme, the traveller must be able to show an ID that documents that the person is employed by the company. Users of the private Commuter Scheme must be able to prove residence at the address registered for the Commuter Scheme.
4.20 The registration number of the vehicle must be updated on all reservations. If, in an exceptional case, the vehicle registered on the Commuter Agreement is unavailable, e.g. in the garage for a service, you may use another vehicle of the same transport type, e.g. ‘Low Vehicle’. In this case, the owner must correct the registration number on the Commuter Ticket in question, prior to checking in. This is done online. Changing the number plate on a Commuter Ticket does not change the price of the ticket. Documentation may be required.
4.21 If the traveller using a Commuter Ticket cannot document a legitimate connection to the Commuter Scheme, a penalty of DKK 750 will be charged. In this case, MOLSLINJEN A/S reserves the right to cancel the Commuter Scheme in question and all related Commuter Agreements, as well as all Commuter Tickets, without further notice.
4.22 A private Commuter Scheme and its associated Commuter Agreements are valid for everyone in a household, and two cohabiting adults can, for example, share the same Commuter Agreement for the ‘Adult, commuter’ ticket type.
4.22.1 Commuter Tickets are specific to the household and are non-transferable. Thus, Commuter Tickets may only be used by the owners of the vehicles registered on the agreement and of persons in their household.
4.22.2 If the household owns more than one vehicle, all vehicles may be registered with the same Commuter Scheme. The price of the related Commuter Tickets is determined by the total number of reservations for the registered vehicles. The sliding scale price applies to journeys with the same type of transport. This means that, according to the price calculation, Low Vehicle 1 and Low Vehicle 2 belong to the same agreement. However, Low Vehicle 1 and High Vehicle 1 each have their own agreement. There is only one annual fee for each type of transport. Thus, Low Vehicle 1 and Low Vehicle 2 do not both pay an annual fee if they are registered with the same Commuter Scheme.
4.22.3 If several people attached to the same Commuter Scheme wish to travel on the same departure as pedestrians, or each in their own vehicle, it is necessary to set up more than one Commuter Scheme. There are no restrictions to the number of vehicles on each departure, provided that the vehicles are registered at the address.
4.23 A Business Commuter Scheme may be set up by businesses and linked to the company registration (CVR) number of the business.
4.23.1 It is possible to set up more than one Commuter Agreement for the same Business Commuter Scheme.
4.23.2 If the business has different types of vehicle, you must set up a Commuter Agreement for each vehicle type, for example, one agreement for a ‘Low Vehicle’ and another for a ‘High Vehicle’.
4.23.3 It is possible to register several vehicles for the same Business Commuter Agreement. The price of the related Commuter Tickets is determined by the total number of reservations for the registered cars. Annual fees and sliding scale pricing are stated at www.bornholmslinjen.dk/pendler/priser.
4.24 Special rules for buses. Reservations can be canceled and changed free of charge up to 47 days before departure. Reservations cannot be changed or canceled if there are 46 days or less until departure. There is no refund for no-shows.
4.25 Fixed reservations
4.25.1 Fixed reservations for bus companies: Bus companies can enter into an agreement to have a number of regular reservations available on future departures on the Rønne-Køge route for an individually agreed period. Tickets for the ferry purchased through this type of agreement can be refunded and changed to other departures.
4.25.2 Fixed reservations for freight companies: Freight companies can enter into an agreement to have a number of regular reservations available on future departures on the Rønne-Køge route for an individually agreed period. Tickets for the ferry purchased through this type of agreement cannot be refunded.
4.25.3 Fixed reservation agreements can be terminated with 14 days’ written notice, unless otherwise specified in the specific agreement. Fixed reservations cannot be transferred to others.
4.26 For package trips purchased through companies other than MOLSLINJEN A/S, the customer's claim for cancellation, amendment or refund shall be made directly to the provider in question.
5.1 For carriage of Passengers and baggage, tickets are issued at check-in.
5.2 MOLSLINJEN A/S is not liable for the time before the passenger goes or drives on board and after the passenger has disembarked.
5.3 One 1 item of cabin baggage is allowed on board the high-speed ferries. The hand baggage may have a maximum weight of 8 kg and not measure more than 55x40x25 cm. For foot passengers, other baggage will be transferred to baggage carts, which are taken on board the ferry. Upon arrival, the baggage carts are taken into the arrivals hall, where the traveller himself takes his baggage. For baggage carried on baggage carts, the shipping company is exempted for the time before the luggage has been taken on board and after the luggage has been disembarked - however, not for the time the baggage is in the company’s custody on the baggage carts. The company recommends that all baggage transferred into the company's custody should be clearly marked with the name, address and telephone number of the owner. For baggage that has been on the company's bagage carts, you must register your complaint without undue delay to the company's staff at the terminal before leaving.
5.4 For persons with disabilities or other need for special assistance, the company provides parking close to the elevator, where possible. Additionally, disabled passengers and passengers who have difficulties walking, may pre-order and receive assistance with boarding and disembarking the ferries. This service is free of charge and is provided by the BORNHOLMSLINJEN staff.
5.5 The shipping company may require that sick/disabled passengers have their own companion during transit.
5.6 MOLSLINJEN A/S is under no circumstance liable for live animals transported as baggage.
5.7 MOLSLINJEN A/S is not liable for loss of valuables.
5.8 MOLSLINJEN A/S is solely obliged to compensate for losses caused by the loss of or damage to property due to an incident during transport if the loss or damage is caused by mistakes or negligence of MOLSLINJEN A/S itself or someone for whom MOLSLINJEN A/S is responsible.
5.9 MOLSLINJEN A/S compensates for losses caused by a passenger being killed or injured due to an incident during the transport in accordance with the provisions of EC Regulation 392/2009.
5.10 A summary of the passengers' rights in the event of death, personal injury, loss, or damage to baggage as a result of incidents with MOLSLINJEN A/S is set out in Appendix A to these Terms and Conditions and can be found on all MOLSLINJEN A/S’ websites, including at MOLSLINJEN.dk and BORNHOLMSLINJEN.dk
5.11 MOLSLINJEN A/S is solely obliged to compensate for loss or damage caused by delay in the carriage of Passengers or the carriage or delivery of baggage caused by mistake or negligence on the part of MOLSLINJEN A/S.
5.12 MOLSLINJEN A/S is entitled to leave the carriage, or part of it, to another shipping company. Should a particular part of the journey be carried out by another shipping company, MOLSLINJEN A/S shall not be liable for loss, damage or delay occurring during the part of the journey carried out by the other shipping company. The same applies if the Passenger has the right to be wholly or partially transported by another shipping company.
5.13 Complaints about the conditions on board shall be directed to the staff of the department in question. Complaints regarding the carriage shall be directed to the company via the website.
6.1 For the carriage of goods or transport containers, a low-fare ticket is issued, for which the low-fare rules are described in section 4.5. The issue of a ticket does not mean that MOLSLINJEN A/S has received a goods or transport container into its custody, see § 275 of the Danish Merchant Shipping Act. as goods and transport containers are in MOLSLINJEN A/S’s areas at the expense and risk of the contracting entity, the sender or the receiver until the container is loaded on board the ship.
6.2 Entry and exit to and from the deployment areas at the ferry berths shall be through the shipping company’s portals for check-in and possible photography.
6.3 The contracting entity, sender, or recipient is encouraged to secure the Goods and Transport container in the best possible way, as MOLSLINJEN A/S’ areas are not monitored or specifically secured.
6.4 Transport of goods, possibly in a transport container, handled by MOLSLINJEN A/S or anybody for whom MOLSLINJEN is responsible, is subject to the conditions in section 5.
6.5 MOLSLINJEN A/S is without further notice entitled to carry the goods or transport containers either below or above deck, and MOLSLINJEN A/S has the right to collect goods in a transport container.
6.6 MOLSLINJEN A/S is not liable for loss, damage or delay to goods or transport containers when loss, damage, or delay is due to deficient lashing, securing and stowage of the cargo or other conditions which are the responsibility of the contracting entity, sender, or recipient, and MOLSLINJEN A/S is not required to check that the goods are properly secured, lashed, or stowed. MOLSLINJEN A/S is solely obliged to investigate the Goods if the Transport container is visibly damaged on the outside.
6.7 The person ordering the transport, the sender or the recipient will be responsible for the lashing, securing and stowing of goods in the transport container. In the event of rough weather, Molslinjen A/S will lash transport containers, which must be provided with lashing fittings for securing the containers to the ship.
6.8 MOLSLINJEN A/S can leave the Goods or Transport container without liability if the item cannot be carried on board due to technical defects in the object, such as support legs that cannot be lifted or brakes that do not work. MOLSLINJEN A/S will subsequently inform the contracting entity, sender, or recipient.
6.9 Valuable goods are transported only by prior agreement with MOLSLINJEN A/S, and if MOLSLINJEN A/S has not been informed of this, MOLSLINJEN A/S is not liable for loss, damage, or delay.
6.10 In general, dangerous goods are not allowed on board the high-speed ferries. However, Limited Quantities (LQ) of dangerous goods are allowed if the goods are packed according to the official regulations for "Limited Quantities". Goods qualifying for the LQ -definition include classes 3, 4, 5, 6.1, 8 and 9 in packing groups II and III, and certain gases in class 2 incl. aerosols.
6.11 If you wish to carry Dangerous Goods, you are required to indicate the nature and quantity of the dangerous goods in connection with ticket reservations no later than 12 hours before transport is to take place. If such information is not provided, the sender is considered to have guaranteed towards MOLSLINJEN A/S that the goods handed over for transport do not include dangerous goods.
6.12 When transferring dangerous goods, the required documents must be present before transfer. Labelling and packaging must be in accordance with applicable regulations. MOLSLINJEN A/S reserves the right to check that the load corresponds to the notification and is entitled to refuse or postpone the transfer of dangerous goods.
6.13 MOLSLINJEN A/S reserves the right to transfer dangerous goods on a departure other than the departure originally booked.
6.14 When transferring goods, please state the correct weight of the goods when booking the ticket. MOLSLINJEN A/S reserves the right to carry out a check-weighing and make an additional charge for any unexplained weight and a control fee of DKK 2000 if an incorrect weight has been indicated. MOLSLINJEN A/S also reserves the right to cancel a booking if the weight of the goods exceeds the specified limits.
6.15 If the contracting entity, sender, or recipient of the goods or transport container does not immediately collect them after MOLSLINJEN A/S has unloaded them, MOLSLINJEN A/S stores the goods or transport containers at the expense and risk of the contractor, sender, or recipient according to § 274 (3) no 2 of the Danish Merchant Shipping Act.
6.16 Storage of goods
6.16.1 Deposit of trailers at Køge: On weekdays, trailers must be placed on the trailer site for shipment on the next departure. Trailers that are not booked for the next departure must not be placed on the site. Trailers placed on the trailer site, which are not booked for the next departure, will be removed and placed in another parking area. MOLSLINJEN A/S will issue a bill of DKK 1500 to the customer to cover the costs of this additional handling. MOLSLINJEN A/S' responsibility and liability for both trailer and cargo cease when the trailer has been removed and placed in the parking area. It is then the responsibility of the haulier to provide transport from the parking area to MOLSLINJEN A/S’ trailer area when shipment is due. For weekend departures, trailers may be placed on the trailer site from Friday. For departures on holidays, trailers may be placed on the trailer site from the last weekday before the public holidays.
6.16.2 Collection of trailers in Køge: Trailers arriving by ferry from Rønne must be collected from the trailer site before 19:30 the following day. Trailers not collected by this time will be removed and placed in another parking area. MOLSLINJEN A/S will issue a bill of DKK 1500 for the customer to cover costs for this additional handling. The customer is free to arrange relocation of their trailers themselves before 19:30 the following day. MOLSLINJEN A/S’ responsibility and liability for both trailer and load ceases when the trailer has been removed and placed in the parking area.
6.17 MOLSLINJEN A/S has a right of pledge and lien in Goods or Transport container which is under the control of MOLSLINJEN A/S, partly for all costs incurred for the Goods or Transport container - remuneration and storage rent included - partly for all MOLSLINJEN A/S’ other claims on contracting entity, sender or recipient.
6.18 Compensation claims or other claims on the shipping company shall in no circumstances be offset against the ticket price or the shipping company's related
7.1 MOLSLINJEN A/S' processing of personal information appears in our Privacy Statement
8.1 Log statistics are used on all MOLSLINJEN A/S websites, including MOLSLINJEN.dk and BORNHOLMSLINJEN.dk, which means that a statistical system collects information that can provide a statistical view of how many visitors a website has had, where they come from, in which part of the site the visit was abandoned, and more. Log statistics are used, amongst other things, for the purpose of optimizing the website and its functionality and for increasing user-friendliness.
8.2 MOLSLINJEN A/S holds the copyright to all material published on the website.
The material may not be distributed or reproduced without permission. You may freely link to information on the website. So-called 'deep links' are also allowed, please contact molslinjen@MOLSLINJEN.dk for direct links.
8.3 MOLSLINJEN A/S reserves the right to change information and possible errors on the company's websites. The information on the websites is updated on a regular basis, but errors may occur. MOLSLINJEN A/S is not responsible for direct or indirect loss due to the use of information on the websites. Links to third party servers are not the responsibility of MOLSLINJEN A/S, and the content of a third party server is not the responsibility of MOLSLINJEN A/S. Downloads of documents from MOLSLINJEN A/S' websites are at the user's sole risk.
8.4 By using this website, the user accepts the terms of this document. The content is updated as required, so that you as a user will always know what information MOLSLINJEN A/S collects and why. MOLSLINJEN A/S reserves the right at any time to amend, add or remove parts of the document. Therefore, please visit these pages and check if something has been changed. By continuing to use MOLSLINJEN A/S' websites after changes have been made, the user accepts the changes. By ordering a ticket via one of MOLSLINJEN A/S’s websites, the user agrees that MOLSLINJEN A/S uses personal information according to the information provided by MOLSLINJEN A/S in this document. MOLSLINJEN A/S observes the Personal Data Act.
9.1 If you want to complain about your purchase, please contact MOLSLINJEN A/S at kundeservice@MOLSLINJEN.dk. If we fail to find a solution, you can file a complaint with the Competition and Consumer Agency, Centre for Complaints Solutions, Carl Jacobsens Vej 35, 2500 Valby, via www.forbrug.dk
9.2 You can also use the EU Commission's online complaint portal, which will, however, mainly be relevant if you are a consumer domiciled outside Denmark. You can find the complaint portal here: http://ec.europa.eu/consumers/odr/. When submitting a complaint, please enter our e-mail address kundeservice@MOLSLINJEN.dk
9.3 The right to complain ceases after 180 days, since some of the details we use to process your complaint are deleted after this period.
Right to compensation in case of death or personal injury
Maritime accident: The passenger is entitled to compensation from the carrier or the carrier's insurance company of up to 250,000 SDR in all cases, except for cases beyond the carrier's control (e.g. war, natural disaster, third party action).
Compensation may amount to up to 400,000 SDR, except if the carrier proves that the incident occurred without its fault or negligence.
Non-maritime incident: The passenger is entitled to compensation from the carrier or the carrier's insurance company of up to 400,000 SDR if he/she proves that the incident was a result of the carrier's error or negligence.
Right to compensation for loss of or damage to cabin baggage
Maritime accident: The passenger is entitled to compensation from the carrier of up to 2,250 SDR, except if the carrier proves that the incident occurred without its fault or negligence.
Non-maritime incident: The passenger is entitled to compensation from the carrier of up to 2,250 SDR if he/she proves that the incident was a result of the carrier's mistake or negligence.
Right to compensation for loss of or damage to baggage in addition to cabin baggage
The passenger is entitled to compensation from the carrier of up to 12,700 SDR (vehicles including baggage in or on the vehicle), except if the carrier can prove that the incident occurred without its fault or negligence.
Right to compensation for loss of or damage to valuables
The passenger is entitled to compensation from the carrier of up to 3,375 SDR for loss of or damage to money, negotiable securities, gold, silver, jewels, ornaments, and artefacts, if such valuables have been deposited with the carrier for safe storage.
Right to compensation for loss of or damage to mobility aids or other specific equipment belonging to passengers with reduced mobility
The passenger is entitled to compensation from the carrier corresponding to the replacement value or repair cost of the equipment, unless the incident occurred without the carrier's fault or negligence. Carrier error and negligence is a condition in the event of a maritime accident.
Right to advance payment in case of a maritime accident
In case of death or personal injury, the passenger or another person entitled to compensation will be entitled to an advance payment to cover immediate financial needs. The payment is calculated on the basis of the damage suffered and must be calculated within 15 days and must not be less than 21,000 EUR in case of death.
In the event of damage to cabin baggage or other baggage, the passenger must provide timely written notice to the carrier. Failure to comply with this will result in the passenger losing his right to compensation.
Deadlines for exercising passenger rights
In general, any insurance case before a court must be initiated within a period of 2 years. The starting point of this period may vary depending on the nature of the loss.
Exemptions for liability
The carrier's liability may be reduced if the carrier proves that a passenger's death or personal injury or damage to his baggage was due to or caused by the passenger's error or negligence.
Limitations on the different amounts of compensation shall not apply if it is proved that the damage was caused by an act of the carrier or one of the carrier's agents or by the executing carrier, and the act was carried out with the purpose of causing such damage or with the knowledge that the damage might occur.
Conditions of Carriage
Passengers, cars, and luggage are carried on our ferries or by our chartered ferry according to BORNHOLMSLINJEN’s General Terms and Conditions, which appear from bornholmslinjen.dk. In addition to this, the present conditions apply during your stay on board the ferry.
The present conditions shall apply from December 18, 2018.
Conditions of Carriage
The traveller must be in possession of a ticket or similar valid travel document when boarding by car or as a foot passenger. Tickets can be purchased at bornholmslinjen.com, by telephone, and at check-in. On bornholmslinjen.com, you will also find a complete overview of all ticket types and the corresponding rules for change and refund. The ticket must be paid for prior to departure and must be kept for the duration of the journey. The company reserves the right to charge a control fee if a passenger is found boarding without a valid travel document. Refund of tickets, for whatever reason, is via e-mail to the company at firstname.lastname@example.org
When carrying ill passengers, the company may require a medical certificate as well as requesting a companion for the ill passenger whilst travelling. Care or medical supervision cannot be provided. The company does not take care of the boarding or disembarkment of an ill passenger, unless the illness has occurred during the journey.
The traveller is obliged to comply with the instructions of the captain and ship officers, see section 408 of the Maritime Act. Damage to the company's equipment and the property of others will result in claim for compensation.
Drunken persons may be refused access, even if they are in possession of a ticket. The sale of alcohol to drunken persons and to persons under the age of 18 is forbidden by law. Children under 7 years old must not travel alone, but must be accompanied by a person at least 16 years old.
For persons with disabilities or other need for special assistance, the company provides parking close to the elevator, when possible. During transit, staying on the car deck is prohibited, and smoking is only allowed in designated areas.
Travellers may not, without the company's permission, offer goods for sale, distribute printed matter, advertisements, samples, arrange collections or similar on board and on land. Only food or drink bought in the Panorama lounge can be enjoyed there.
Pets may be left in the car during transit. Pets brought into the passenger areas must be kept on a leash or in a suitable box and may only be brought into the special “dog areas” on board.
Valuables left on BORNHOLMSLINJEN are handed over to the police. Forgotten medication is handed to the police or for destruction at a pharmacy as soon as possible. Other lost property is stored by BORNHOLMSLINJEN for up to 7 days, after which it is destroyed or given away for charitable purposes. Lost property can be requested at bornholmslinjen.com
The sender of goods is obliged to notify the company in writing of the presence of dangerous goods within 24 hours prior to departure and to ensure that all required documents are properly completed and handed in. ,
Dangerous goods are only allowed on board the fast ferries in "Limited Quantities" (LQ) and if packed according to the official regulations for "Limited Quantities".
Complaints about the conditions on board should be directed to the staff of the respective departments. Complaints regarding the carriage must be addressed to the company by e-mail to email@example.com.
Should there be damage to vehicles, persons, luggage or goods in a transport container on board, any claims may only be made against BORNHOLMSLINJEN if a claims report has been completed. Therefore, contact the staff on board the ferry immediately in case of an accident. However, a completed claims report does not mean that BORNHOLMSLINJEN automatically accepts responsibility. The damage can be reported here: firstname.lastname@example.org
BORNHOLMSLINJEN’s ferries are registered in Denmark, and the safety languages on board are Danish and English.
Summary of the stipulations concerning the rights of passengers when travelling by sea and inland waterways1
Regulation (EU) no 1177/2010 regarding the rights of passengers when travelling by sea and inland waterways became applicable on 18 December 2012
Summary of the stipulations concerning the rights of passengers when travelling by sea and inland waterways1
Regulation (EU) no 1177/2010 regarding the rights of passengers when travelling by sea and inland waterways became applicable on 18 December 2012.It contains stipulations on a minimum of rights for passengers travelling:
- on passenger services where the port of embarkation is situated in the territory of a member state
- on passenger services operated by EU carriers from a third-country port to a port in the territory of a member state, and
- on a cruise where the port of embarkation is situated in the territory of a member state2.
Some types of sea transport3 are, however, not covered by the regulation. Regulation no 1177/2010 does not prevent passengers from claiming compensation at national courts of law according to national law for individual losses caused by cancellation of or delay in transportation.
All passengers travelling by sea or inland waterways are entitled to adequate information during the entire journey. This includes the right to information about passenger rights and contact information of the national enforcement authorities and on access conditions for disabled persons and persons with reduced mobility.
In the case of a cancellation or delay in departure, the passengers shall be informed by the carrier or the terminal operator of the delay or cancellation no later than 30 minutes after the scheduled time of departure, and of the estimated time of departure and arrival as soon as such information is available.
All passengers are entitled to non-discrimination, directly or indirectly on the basis of their nationality or the place of establishment of carriers or ticket vendors in the EU when purchasing tickets for sea transport and cruises.
In the case of a delay of more than 90 minutes or cancellation of sea transport or a cruise, the passengers should where this is reasonably possible be offered free snacks, meals or refreshments in reasonable relation to the waiting time.
In the case of a cancellation or a delay in departure where a stay of one or more nights becomes necessary, the carrier shall offer passengers adequate accommodation free of charge on board or ashore and transport between the port terminal and the place of accommodation. If a carrier can prove that the delay or cancellation is due to weather conditions endangering the safe operation of the ship, the carrier in question shall not be obliged to provide free accommodation.
The carrier shall not be obliged to grant assistance if the passenger is informed of the cancellation or the delay prior to purchasing a ticket, or if the cancellation or delay is caused by the passenger.
In the event of a delay of more than 90 minutes from the time of departure or cancellation of passenger services, the passengers are entitled to choose between
- re-routing to the final destination at the earliest opportunity and under comparable conditions and at no additional costs, or
- reimbursement of the ticket price and, where relevant, a return service free of charge to the first point of departure, as set out in the transport contract, at the earliest opportunity.
The passengers may request compensation from the carrier of 25% of the ticket price if the arrival at the final destination is delayed by more than
- 1 hour in the case of a scheduled journey of up to 4 hours
- 2 hours in the case of a scheduled journey of more than 4 hours, but not exceeding 8 hours
- 3 hours in the case of a scheduled journey of more than 8 hours, but not exceeding 24 hours, or
- 6 hours in the case of a scheduled journey of more than 24 hours.
The passengers may request compensation from the carrier of 50 % of the ticket price if the arrival at the final destination is delayed by more than
- 2 hours in the case of a scheduled journey of up to 4 hours
- 4 hours in the case of a scheduled journey of more than 4 hours but not exceeding 8 hours
- 6 hours in the case of a scheduled journey of more than 8 hours but not exceeding 24 hours, or
- 12 hours in the case of a scheduled journey of more than 24 hours.
The carrier shall, however, not be obliged to pay compensation to the passengers in the case of delayed arrival if it can be proved that the delay was due to weather conditions endangering the safe operation of the ship or extraordinary circumstances hindering the performance of passenger service which could not have been avoided even if reasonable measures had been taken.
In addition to the basic passenger rights, disabled persons and persons with reduced mobility have the following rights when travelling by sea so that they will be able to travel under the same conditions that apply to all other passengers.
a) disabled persons and persons with reduced mobility have a right to access to transport without any kind of discrimination
Carriers, travel agents and tour operators shall not refuse to accept a reservation, to issue a ticket or to embark persons on the grounds of disability or reduced mobility.
If for safety reasons it is not possible to embark a disabled person or a person with reduced mobility on a ship, or if embarkation is impossible because of the construction of the ship, the equipment or the port infrastructure, carriers, travel agents and tour operators shall make reasonable efforts to offer the person in question an acceptable, alternative type of transport. Disabled persons or persons with reduced mobility who have made reservations and informed the carrier of their special needs, but who are still refused embarkation may choose between reimbursement and re-routing of the journey. It is, however, a condition for the latter possibility that the safety requirements are observed.
Carriers, travel agents or tour operators are not allowed to charge a higher price for reservation or ticket purchase from disabled persons or persons with reduced mobility. Disabled persons and persons with reduced mobility shall be offered tickets and reservations on the same conditions as other passengers.
Carriers and terminal operators shall make non-discriminatory access to transport available to disabled persons and persons with reduced mobility, and accompanying persons
b) Right to special assistance
Disabled persons and persons with reduced mobility are entitled to assistance free of charge provided by carriers and terminal operators in ports and on board ships, including during embarkation and disembarkation.
During reservation or advance purchasing of tickets, disabled persons and persons with reduced mobility must inform the carrier of their special requirements regarding cabin facilities, seating, necessary services or a possible need to bring medical equipment. If disabled persons and persons with reduced mobility need other types of assistance, they must inform the carrier or the terminal operator at least 48 hours in advance, and they shall arrive at an agreed time prior to the published embarkation time at a specified meeting point.
c) Right to compensation for loss of or damage to mobility equipment
Where a carrier or a terminal operator has through error or negligence caused loss of or damage to mobility equipment or other specific equipment used by a disabled person or a person with reduced mobility, the carrier or the operator shall pay compensation to that person corresponding to the replacement value of the equipment or, where applicable, the cost relating to the repair
Passengers may submit a complaint to carriers and terminal operators within two months of the date on which the service was performed or should have been performed.
The carrier or terminal operator shall set up a complaint-handling system. Within one month of receiving the complaint, the carrier or terminal operator shall inform the passenger whether his complaint has been substantiated, rejected or is still being considered. Within two months of receiving the complaint, the carrier or terminal operator shall provide the final reply to the complaint.
Passengers may submit complaints regarding alleged violations of Regulation (EU) 1177/2010 to the national enforcement bodies.
The designated national enforcement bodies shall enforce rights and obligations according to Regulation (EU) no 1177/2010 regarding passenger service and cruises from ports situated in the territory of EU member states and passenger transport from countries outside the EU to such ports. Member states which have decided to exempt passenger transport covered by public-sector service contracts or integrated services from the application of the regulation shall ensure that a comparable mechanism of enforcement of passenger rights is in place.
1 The summary was prepared in accordance with Article 23 (2) in Regulation (EU) no 1177/2010. The present summary is not legally binding.
2 Cruise passengers are not entitled to re-routing of the journey and reimbursement in the event of cancellation or delayed departure, and they are not entitled to compensation in the form of a reduction in the ticket price in the event of delayed arrival.
3 Ships with certificate for carrying up to 12 passengers, ships with crews responsible for the operation of the ship of no more than three persons, passenger services where the total route in one direction is less than 500 metres, excursions and sightseeing which are not cruises, and ships which are not operated by mechanical force, and original and individual copies of historic passenger ships from before 1965 mainly made from original materials and with certificate for the transport of up to 36 passengers are excluded. Furthermore, member states may decide not to use the regulation for ships in domestic service weighing less than 300 gross tonnes, until 17 December 2014 and for an unlimited period for passenger services covered by obligation to public service, public-sector service contracts or integrated services, if the passenger rights are ensured adequately according to national legislation.
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The information is collected via cookies. You can read more about cookies in the following. You must be aware that by visiting BORNHOLMSLINJEN.com, you consent to the guidelines described here.
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