How Can I File a Complaint and Request a Refund or Compensation for Ferry Issues?
If you have experienced issues such as delayed travel, ferry schedule changes, or were unable to use purchased services (e.g., reserved seats), you can file a complaint and, when eligible, request a refund or compensation by following these steps:
Understanding Refund and Complaint Eligibility
Refund and compensation eligibility varies depending on the ferry operator's policies and applicable regulations. Not all bookings may qualify for refunds (e.g., depending on reservation terms). Ensure you review your booking conditions to understand eligibility beforehand. Under EU Regulation 1177/2010 (Article 24), passengers may submit complaints for travel disruptions such as delays or unfulfilled services. Refund or compensation claims must be filed within two months from the date the service was provided or was supposed to be provided.
Steps to File a Complaint and Request a Refund or Compensation
To commence the complaint and refund process, follow these steps:
1. Gather Necessary Information
Prepare the following details before submitting your claim:
Booking reference number
Travel dates and specific issue details, such as the delay's duration or unused services .
Supporting documentation, such as receipts and communication with the operator (if applicable).
2. Submit a Complaint Form
Filing a complaint requires users to access the ferry operator’s official online complaint form. Submit all necessary details, including the description of your issue. It is important to complete and file the form directly with the operator as third-party services like AFerry cannot file complaints on your behalf. Most ferry companies have their complaint forms available online, often in multiple languages (e.g., English, Spanish, French). Be sure to use the correct version for your preferences.
Operator-Specific Considerations
Each ferry operator may have unique processes for handling complaints and refund requests. For example:
For delays with GNV ferries, passengers must directly use GNV’s official complaint form to file compensation claims.
For issues with Balearia ferries, users should refer to their specific online forms for further guidance.
Contact the relevant ferry operator for precise instructions, keeping in mind the general principles outlined here.
Timeline for Complaint Resolution
Once your claim is submitted, the ferry operator will review the information and contact you with updates or outcomes regarding your request. Depending on the complexity of the claim and the operator’s internal review timelines, response times may vary.
Key Points to Remember
File your claim within two months from the travel disruption.
Always submit your claim directly with the ferry operator and include all required documentation.
Review the terms and conditions of your booking to determine eligibility for a refund.
For further assistance, refer to the operator’s customer support channels or consult additional resources provided by AFerry.