Terms of business

1.2.1

Any reference to “we” “us” “our” or “Stena Line” is to Stena Line Limited, Stena Line Irish Sea Ferries Limited, Stena Line BV, and/or Stena Line Scandinavia AB and includes their respective employees and agents (as applicable).

1.2.2

Any reference to “you” or “your” means you as a passenger or any passenger on whose behalf your booking is also made, which in the case of ferry travel shall mean a person carried in a ship under a contract of carriage, or who, with the consent of the carrier, is accompanying a vehicle or live animals which are covered by a contract for the carriage of goods not governed by the Convention.

1.2.3

The “Convention” means the Athens Convention relating to the Carriage of Passengers and their Luggage by Sea signed at Athens in 1974 as has been (or as may be) modified or re-enacted, the text of which can be accessed here: www.gov.uk/government/publications/protocol-of-2002-to-the-athens-convention-relating-to-the-carriage-of-passengers-and-their-luggage-by-sea-1974.

1.2.4

"cabin luggage" means luggage which the passenger has in his cabin or is otherwise in his possession, custody or control.

1.2.5

"carriage" covers the following periods:

1.2.6

"contract of carriage" means a contract made by or on behalf of a carrier for the carriage by sea of a passenger or of a passenger and his luggage, as the case may be.

1.2.7

The "EU Passenger Regulation 2010" means Regulation (EU) No 1177/2010 of the European Parliament and of the Council of 24 November 2010 concerning the rights of passengers when travelling by sea and inland waterway, the text of which can be accessed here: http://eur-lex.europa.eu/legal-content/EN/ALL/?uri=CELEX:32010R1177.

1.2.8

"journey" means the travel arranged and/or operated by us required to fulfil the terms of the booking.

1.2.9

"luggage" means any article or vehicle carried by the carrier under a contract of carriage, excluding:

1.2.10

"PLR" means Regulation (EC) No 392/2009 of the European Parliament and of the Council of 23 April 2009 on the Liability of Carriers of Passengers by sea in the event of accidents, the text of which can be accessed here: http://eur-lex.europa.eu/legal-content/EN/TXT/?uri=URISERV:tr0018.

1.2.11

"SDR" means Special Drawing Rights, the daily conversion rates for which can be found on the International Monetary Fund website at http://www.imf.org/external/np/fin/data/param_rms_mth.aspx.

1.3.1

Stena Line Irish Sea Ferries Limited, if you are sailing on the route between Belfast and Liverpool (Birkenhead) (the “Liverpool Route"). Stena Line Limited is acting as agent in this case. Stena Line Irish Sea Ferries Limited is registered in England and Wales under company number 00247740 and with registered office at Suite 4, First Floor Pluto House, Station Road, Ashford, Kent TN23 1PP. Stena Line Irish Sea Ferries Limited’s main trading address is Stena House, Station Approach, Holyhead, Anglesey LL65 1DQ. Stena Line Irish Sea Ferries Limited’s VAT number is GB404517186.

1.3.2

Stena Line BV, if you are sailing on the route between Harwich and the Hook of Holland and any other routes that may be operated by us across the North Sea ("the Dutch Route"). Stena Line Limited is acting as agent in this case. Stena Line BV is registered in the Netherlands under company number 24072680 and with registered office at Postbus 2, 3150AA Hoek Van Holland. Stena Line BV’s main trading address is Stationsweg 10, 3151 HS Hoek van Holland. Stena Line BV’s VAT number is NL008285111B01.

1.3.3

Stena Line Scandinavia AB, if you are sailing on any Scandinavian or Baltic Sea routes. Stena Line Limited is acting as agent in this case. Stena Line Scandinavia AB is registered in Sweden under company number 556231-7825 and with registered office at SE-405 19 Goteborg Stena Line Scandinavia AB’s main trading address is Masthuggskajen, SE-413 03 Göteborg Stena Line Scandinavia AB’s VAT number is SE556231782501; and

1.3.4

Stena Line Limited, if you are sailing on the route between Cairnryan and Belfast ("the Cairnryan Route"), the routes between Holyhead and Dublin and Fishguard and Rosslare and any other routes that may be operated by us from Great Britain to the Republic of Ireland (the “ROI Routes") and the route between Rosslare and Cherbourg ("the Continental Route"). Stena Line Limited is registered in England and Wales under company number 01402237 and with registered office at Suite 4, First Floor Pluto House, Station Road, Ashford, Kent TN23 1PP. Stena Line Limited’s main trading address is Stena House, Station Approach, Holyhead, Anglesey LL65 1DQ. Stena Line Limited’s VAT number is GB404517186.

1.6.1

changes in relevant laws and regulatory requirement; and

1.6.2

changes to our processes and procedures.

1.9.1

Various legislation apply to the services we provide to you, including the Convention, the PLR, and the EU Passenger Regulation 2010.

1.9.2

Where there is any inconsistency between these Terms of Business and any applicable legislation, the terms of such legislation will prevail.

1.9.3

Where there is any inconsistency between the applicable legislations, the most favourable legislation to you will prevail.

1.9.4

Full particulars of the Convention, the PLR and the EU Passenger Regulation 2010 are available from our Customer Care Department, Stena Line, Stena House Station Approach, Holyhead, Anglesey, LL65 1DQ

1.10.1

by e-mail: at internationalsales@stenaline.com;

1.10.2

by telephone: +44 (0) 343 208 1800; or

1.10.3

by post: Customer Care Department, Stena House, Station Approach, Holyhead, Anglesey LL65 1DQ.

2.1.1

raise the complaint with management on the spot at the relevant location. Where appropriate, this is the recommended approach for a timely resolution of any complaints; or

2.1.2

contact our Customer Care Department using the relevant number at section 1.10.

England and Wales

Scotland

Northern Ireland

Republic of Ireland

ABTA Limited

Transport Scotland

Consumer Council

National Transport Authority

Tel: +44 203 117 0599

Tel: +44 141 272 7100

Tel: +44 28 9025 1600

Tel: +353 1 879 8300

E-mail: consumer.affairs@abta.co.uk

E-mail: ferries@transportscotland.gsi.gov.uk

E-mail: info@consumercouncil.org.uk

E-mail: info@nationaltransport.ie

3.4.1

All vehicles carrying commercial goods or involved in a commercial venture not mentioned under sections 3.2 and 3.3.

3.5.2

Vehicles carrying hazardous goods.

3.5.3

All vehicles constructed for the carriage of commercial goods over 6m long.

3.5.4

All vehicles constructed for commercial use towing a trailer where the combined length exceeds 12.5m.

3.5.5

All vehicles constructed for commercial use transporting vehicles for sporting events.

3.7.1

Unless otherwise advised, payment for all bookings is due at the time of booking.

3.7.2

If you book a flexi or premium ticket more than 7 days in advance of travel on the Liverpool Route, the Dutch Route, the Cairnryan Route or the ROI Routes a non- refundable charge of €5 will guarantee your reservation and the booking price at the time of reservation. If you take advantage of this offer you must pay the full booking price within 2 days of making your reservation. If you have not paid the full amount due before the specified date indicated at the time of booking we shall be entitled to cancel your booking without notice, the charge of €5 will not be refunded, and we shall have no further obligation or liability towards you. You will be liable for any re-price or charges for amendments or cancellations in your booking in accordance with section 8.3.2. This offer is not available if you book an economy ticket.

3.7.3

If you book an economy or flexi ticket more than 42 days in advance of travel on the Continental Route a non-refundable deposit of €100 or 10% (whichever is the greatest) of the booking price will guarantee your reservation and the booking price at the time of reservation. If you take advantage of our €100 or 10% non-refundable deposit you must pay the balance of the booking price at least 42 days before departure or your deposit will be lost and we shall have no further obligation or liability towards you. You will be liable for any re-price or charges for amendments or cancellations in your booking in accordance with section 8.3.2.

3.9.1

The prices (which include all applicable taxes, fees and charges) shown in Pounds Sterling on our website or in our brochures are applicable only for bookings made in the United Kingdom.

3.9.2

For all non–web bookings a €15 service fee applies for vehicle bookings and a €5 service fee for foot passenger bookings. These service fees are charged per booking unless expressly stated. Foreign currency prices for bookings made abroad are shown in separate publications.

3.9.3

A €4 charge will be made to passengers who require written confirmation of their journey sent by post. A €1 charge will be made to passengers who require written confirmation of their journey by SMS. There is no charge for notification by e–mail.

5.5.1

We reserve the right to vary or withdraw day trips, sightseeing tours and cruises up until 36 hours before the departure time/date. They are offered subject to availability of allocated space, which may be limited.

5.5.2

You will be given the opportunity to accept any variation to the trip, sightseeing tour or cruise or cancel the booking without any liability. If you or we cancel a trip, sightseeing tour or cruise in accordance with this section 5.5, we will provide you with a refund of any amount paid.

5.5.3

No-shows: If all passengers on a booking fail to show for the outward sailing, the booking will be cancelled in full. If one or more passengers on a booking check-in for the outward sailing, then it will not be cancelled.

5.6.1

Car passengers on the ROI Routes: Cats and dogs may travel in your car free of charge under the Pet Travel Scheme (for full details visit www.defra.gov.uk or telephone 0370 241 1710) Please note it is your responsibility to provide all necessary documents and make all arrangements including where necessary quarantine, to satisfy all legal requirements. Your pet is not allowed onto the passenger decks onboard.

5.6.2

Foot passengers on the ROI Routes: Foot passengers may bring small pets in a pet traveller's case, but they will be placed on the car deck for the duration of the journey as no animals are permitted in the passenger areas onboard.

5.6.3

The Cairnryan Route: Small dogs may be permitted in the passenger areas if they are secured for the duration of the crossing in a pet traveller case. However, this is at the discretion of Stena Line personnel and, if requested, passengers may be required to place the animal on the car deck in the dedicated kennel area.

5.6.4

The Liverpool Route: Cats and dogs may travel in your car free of charge. Your pet is not permitted in cabins or other passenger areas onboard but you can book a dog kennel allowing access to your pet throughout the crossing. A £15 charge per sailing applies.

5.6.5

The Dutch Routes: Pets are charged £14 each way and can travel in your car or in kennels that are available onboard the ship under the Pet Travel Scheme (for full details visit either www.defra.gov.uk or the english.nvwa.nl/topics/travelling-to-the-netherlands-with-your-dog-or-cat). TV monitoring of the kennel is available in all cabins and normally arrangements can be made to visit any vehicle containing pets during the crossing.

5.6.6

Continental Route: Pets are permitted to travel under the Pet Travel Scheme (for details see www.agriculture.gov.ie/pets) free of charge either in their owner’s vehicle or in onboard kennels subject to availability. You must advise us that you intend to bring a pet at the time of booking and in advance of travel. Pets will not be allowed in the passenger areas of the ship. Access to the car deck during the crossing is not permitted unless accompanied by a member of staff and is at staff discretion. Unaccompanied pets will not be permitted to travel. There is a maximum of 5 pets per person travelling.

5.6.7

For more information regarding necessary documentation, please visit:http://ec.europa.eu/food/animal/liveanimals/pets/index_en.htm. Please note it is your responsibility to provide all necessary documents and make all arrangements including, where necessary, quarantine, to satisfy all legal requirements.

6.4.1

we may offer you refreshments, snacks or meals, in reasonable relation to the waiting time, when they are available and can be reasonably supplied. Alternatively (at our discretion) we shall provide you with a voucher for redemption at any Stena Line port or on-board outlet, the value of which shall depend on the waiting time; and

6.4.2

we will try to arrange a suitable alternative ferry crossing to your final destination as set out in your e-ticket and reservation advice, provided that alternative arrangements are available and can be reasonably supplied.

6.5.1

Where the delay in departure requires a stay of one or more nights we shall offer you and, unless otherwise agreed, arrange, at our cost, the provision of adequate accommodation on board, or ashore, and transport to and from the port terminal and place of accommodation. The total cost of such accommodation ashore, not including transport to and from the port terminal and place of accommodation, shall be limited to EUR 80 or GBP equivalent per person per night for a maximum of 3 nights. We will also provide transportation to and from the port terminal and the place of accommodation, reimbursing your reasonable costs on submission of receipts (as applicable) or, if using your own vehicle, in accordance with the current Stena Line mileage policy.

6.5.2

Where the cancellation or delay in departure necessitates additional expenditure between your home and the port terminal we may limit our expenditure and will only compensate you for reasonable costs on submission of applicable receipts or, if using your own vehicle, in accordance with the current Stena Line mileage policy.

6.5.3

For the avoidance of doubt, if an offer of a reasonable alternative route is declined and you choose instead to wait at the terminal, no accommodation will be provided or funded.

6.6.1

one hour in case of a scheduled journey of up to four hours;

6.6.2

two hours in case of a scheduled journey of more than four hours, but not exceeding eight hours;

6.6.3

three hours in case of a scheduled journey of more than eight hours, but not exceeding twenty four hours; or

6.6.4

six hours in case of a scheduled journey of more than 24 hours.

6.11.1

You shall not be entitled to compensation under sections 6.6, 6.7 and 6.9 or the provision of accommodation at no charge to you under section 6.5 where the cancellation or delay is caused by weather conditions endangering the safe operation of the ship or by extraordinary circumstances hindering the performance of the passenger service which could not have been avoided even if all reasonable measures had been taken.

6.11.2

Weather conditions include strong winds, heavy seas, strong currents, difficult ice conditions, extremely high or low water levels, hurricanes, tornados and floods. Extraordinary circumstances include, but are not limited to, natural disasters including fires and earthquakes, terrorist attacks, wars and military or civil armed conflicts, uprisings, military or illegal confiscations, labour conflicts, landing any sick, injured or dead person, search and rescue operations at sea or on inland waterways, measures necessary to protect the environment, decisions taken by traffic management bodies or port authorities, or decisions by the competent authorities with regard to public order and safety as well as to cover urgent transport needs.

7.2.1

You agree that we are entitled at our discretion (subject only to refund of the fare) to refuse to provide transport for any person, luggage or vehicle for any reason related to safety or security or in the interests of other passengers or to ensure compliance with immigration, customs, health or other applicable regulations. You must comply with all safety and security regulations and notices and any instructions given to you by our employees or agents.

7.2.2

You shall at all times conduct yourself in a manner which does not endanger or threaten any person or property, injure or assault any person, threaten, abuse or insult other passengers or members of the crew, cause the theft, loss of or damage to property, or prejudice the health of, or cause distress, discomfort or unnecessary inconvenience to any passenger or crew member. If in our reasonable opinion your conduct is likely to give cause for concern we reserve the right to refuse to allow you to embark or require that you disembark and/or leave the terminal facilities and we may also report the matter to any relevant police or other enforcement authority. We also reserve the right to refuse to carry you on your return journey or at any time in the future. Under such circumstances we shall not refund any money that you have paid for the relevant journey, we shall have no liability to you as a result of the cancellation of your travel, and you will reimburse us any costs we incur in order to repair or replace property, lost damaged or destroyed by you and compensate any passenger or crew member affected by your actions.

7.6.1

before or at the time of disembarkation for cabin luggage, and

7.6.2

before or at the time of its redelivery, for all other luggage.

In the case of damage to luggage which is not apparent; notice in writing is required within fifteen days from the time of disembarkation or re-delivery or from the time when such re-delivery should have taken place. You will be presumed to have received your luggage undamaged if you fail to notify us within the prescribed periods, as stipulated, unless the luggage has at the time of receipt been the subject of joint survey or inspection in which case no notice in writing need be given. We shall have no liability in respect of loss of or damage to cash, negotiable securities, gold, silverware, jewellery, ornaments, works of art, electronic equipment or other valuables unless they have been identified to and deposited with us for the agreed purpose of safekeeping. Our liability, if any, shall otherwise be determined in accordance with the Convention, subject always to a deductible of 149 SDR applying to any claim in respect of luggage and a deductible of 330 SDR applying in the case of damage to a vehicle, such sum(s) to be deducted from the loss or damage due to you.

8.3.1

Changes in the route, date or time of your sailing, and/or changes in the passenger numbers or vehicle, and/or extra items added to your booking (subject to availability) may result in an increase in the price payable (“a Re-price”).

8.3.2

Charges for amendments or cancellations, along with other charges, payable by you are set out below:

Economy

Flexi

Premium

What will I be charged for changing my booking in advance of travel:

€25 for car bookings per single trip plus a Re-price.
€3.50 for foot passenger bookings per single trip plus a Re-price.

Re-price but no amendment fee.

Re-price but no amendment fee.

What will I be charged if I cancel prior to my outward journey:

Up to 24 hours before travel

100% of the booking price

€3.50 cancellation fee only

€3.50 cancellation fee only

Up to 2 hours before travel

100%

50% plus €3.50 cancellation fee

€3.50 cancellation fee only

Within 2 hours of departure

100% of the booking price

100% of the booking price

100% of the booking price

What will I be charged if I cancel after my outward journey or do not show:

100% of the booking price

100% of the booking price

100% of the booking price

Are there any extras included:

None

None

Express boarding on Dublin - Holyhead, Rosslare - Fishguard and Belfast - Cairnryan Routes.
Free breakfast on overnight sailings on Dutch Routes.
Free access to Stena Plus lounge on all routes except Continental Route.

Is there a charge for paying by debit or credit card:

No.

No

No

Is there a booking charge:

A €25 service fee applies for vehicle and a €7.50service fee for foot passenger non-web bookings. No charge for web bookings.

A €25 service fee applies for vehicle and a €7.50 service fee for foot passenger non-web bookings. No charge for web bookings.

A €25 service fee applies for vehicle and a €7.50 service fee for foot passenger non-web bookings. No charge for web bookings.

Is there a charge if I wish to defer payment

Not applicable on the Liverpool, Dutch, Cairnryan and ROI Routes.

A non-refundable deposit of €100 or 10% of the booking price (whichever is the greater) is payable on bookings on the Continental Route in accordance with paragraph 3.6.3 above.

A non refundable charge of €7.50 applies for bookings on the Liverpool, Dutch, Cairnryan and ROI Routes in accordance with paragraph 3.6.2 above.

A non-refundable deposit of £100 or 10% of the booking price is payable on bookings on the Continental Route in accordance with paragraph 3.6.3 above.

A non refundable charge of €7.50 applies for bookings on the Liverpool, Dutch, Cairnryan and ROI Routes in accordance with paragraph 3.6.2 above.

Not applicable on the Continental Route.

Is there a charge for carriage of pets:

A €20 charge applies on the Dutch Routes. A €18 charge applies on the Liverpool Route for the use of a dog kennel.

A €20 charge applies on the Dutch Routes. A €18 charge applies on the Liverpool Route for the use of a dog kennel.

A €20 charge applies on the Dutch Routes. A €18 charge applies on the Liverpool Route for the use of a dog kennel.

8.3.3

No refunds are payable to you for cancellation of day trip, sightseeing tours or cruise bookings where you cancel the booking, save where section. 5.5 applies.

8.3.4

Separate cancellation charges vary on a Rail & Sail booking depending on ticket type – please call +44 (0) 343 208 1800 for further details or see the online conditions via the following link: https://www.stenalinetravel.com/ferry-to-holland/rail-and-sail

8.4.1

the cancellation of pre–booked train seats.

8.4.2

unused elements of your booking.

9.2.1

Our liability in respect of death or personal injury which is not caused by our negligence shall in no case exceed the appropriate limit under the Convention and/or the PLR, whichever is applicable. Our liability for loss of or damage to property (regardless of where the loss or damage may occur) shall in no case exceed an amount equal to the respective limits under the Convention or the PLR, whichever is applicable.

9.2.2

Please see section 7.6 for further restrictions on our liability for certain items. We shall be under no liability to you (or other passengers travelling pursuant to a booking made by you) for any loss which does not arise naturally in the ordinary course unless you have notified us in writing prior to or upon making the booking of special facts or circumstances relevant to any such claim and we have knowingly accepted the additional risk.

9.3.1

your own fault or the fault of anybody else included in your booking; or

9.3.2

a third party unconnected with the provision of any service contracted for and the failure is unforeseeable or unavoidable; or

9.3.3

9.4.1

in the case of personal injury, from the date of disembarkation of the passenger;

9.4.2

in the case of death occurring during carriage, from the date when the passenger should have disembarked, and in the case of personal injury occurring during carriage and resulting in the death of the passenger after disembarkation, from the date of death, provided that this period shall not exceed three years from the date of disembarkation; and

9.4.3

in the case of loss of or damage to luggage, from the date of disembarkation or from the date when disembarkation should have taken place, whichever is later.

9.5.1

We are under a legal duty to supply services that are in conformity with the contract and with reasonable skill and care.

9.5.2

Nothing in these Terms of Business will affect your legal rights and or your legal remedies.

9.5.3

For detailed information about your legal rights and remedies please contact the Citizens Advice Bureau.

10.5.1

in order to meet applicable safety requirements established by international, EU or national law or in order to meet the safety requirements established by the competent authorities;

10.5.2

where the design of a ferry or port terminal infrastructure makes it impossible to carry out the embarkation, disembarkation or carriage of the person in a safe or operational feasible manner;

10.5.3

in order to meet Stena Line’s safety policy; or

10.5.4

where insufficient suitable accommodation is available.