When you travel by ferry with Baleària Canarias, you are protected by the European regulations governing the rights of passengers in maritime and inland waterway transport.
These regulations guarantee basic rights such as non-discrimination, assistance in case of incidents, and compensation for delays or cancellations.
To which journeys does this regulation apply?
These rights apply to:
- Journeys departing from or arriving at a port within the European Union.
- Regular passenger maritime transport services.
They do not apply to very limited or specific services, such as small vessels, very short journeys, or tourist excursions.
Rights of persons with reduced mobility
Boarding, reservation, or ticket issuance cannot be denied due to disability or reduced mobility.
Furthermore:
- No additional costs may be applied for this reason.
- Assistance must be offered during boarding, disembarkation, and throughout the journey.
Only in exceptional cases related to safety or technical limitations of the ship or port could boarding be restricted.
Rights in case of delay or cancellation
If your ferry suffers a delay or cancellation, you have the right to:
- Receive information as soon as possible.
- Be informed of the new estimated departure and arrival times.
If the delay exceeds 90 minutes
- Food, drinks, or refreshments depending on the waiting time.
- Free accommodation if an overnight stay is necessary (with established limits).
Transport options
In case of cancellation or prolonged delay, you can choose between:
- Travelling on the next available departure at no extra cost.
- Requesting a refund of the ticket.
Right to compensation
If you arrive late at your destination, you may be entitled to financial compensation:
- 25% of the ticket price for significant delays.
- 50% of the ticket price for longer delays.
The amount will depend on the duration of the journey and the accumulated delay.
When does compensation not apply?
There will be no right to compensation if the delay or cancellation is due to adverse weather conditions or situations affecting navigation safety.
How to submit a claim
If you wish to submit a claim, you can do so within a maximum period of two months from the date of the journey or when it should have taken place.
Once submitted:
- You will receive a response within a maximum of one month.
- The final resolution must not exceed two months.
Additional information
You can consult the full text of the European regulation on passenger rights in maritime transport at the following link:
Passenger Rights in Maritime Transport (EU Regulation)
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