Passengers travelling on cruise ships or ferries are set to enjoy similar rights to those travelling by air or rail if their journey is cancelled or delayed, as a new EU law comes into force today.
For the first time, passengers across the EU will be able to claim compensation for 25% or 50% of the ticket price for delays, depending on the length of delay and the duration of the scheduled journey.
The EU regulation, which will apply to most cruise and ferry services operating within the EU, also provides disabled people or those with reduced mobility the same rights and accessibility assistance when travelling by water as they have in other transport sectors.
The Passenger Shipping Association (PSA) has been selected by the Department for Transport as the voluntary complaints handling body for maritime passenger rights in England and Wales, while London TravelWatch will retain responsibility for services operated and licensed by Transport for London.
The Consumer Council for Northern Ireland and the Scottish government have also agreed to take up similar roles in their respective areas.
Bill Gibbons, director of the PSA, said: “Over the past two years we have worked very closely with DfT officials together with our member cruise and ferry companies to achieve a successful implementation.
“We are confident that the industry as a whole will continue to offer customers an excellent service and will deal effectively with any complaints that arise through this new regulation.”
Shipping minister Stephen Hammond said it is important that passengers receive protection across all modes of transport, “enabling them to travel with increased peace of mind throughout the EU”.
“While no one enjoys disruption to their travel plans, I am pleased that this new EU regulation will provide passengers with the right to assistance in cases of cancelled or delayed departures,” said Hammond. “I am also pleased that this new regulation provides disabled persons or those with reduced mobility the same rights and accessibility assistance when travelling by water, as they have in other transport sectors.
“Most journeys run smoothly. On the rare occasions when things do go wrong, it is important that passenger complaints are taken seriously and dealt with effectively at the appropriate level. So in this respect, I am extremely grateful to all the bodies that have agreed to undertake voluntary complaint handling roles.”