Complaint guidelines
Ship passengers' rights pursuant to EU regulation no. 1177/2010
If you would like to complain, you must first complain in writing to the shipping company responsible for the carriage, i.e. for conditions related to the ship and the sea transport. If the complaint concerns conditions in the port terminal, you must complain to the terminal operator. If the complaint concerns the issuer of the ticket or a tour operator, you can complain directly to the Danish Maritime Authority or the Danish Transport Agency. The condition that you complain about must have occurred on or after 18 December 2012.
You can see what is covered in the summary of the rights and in the regulation, both of which are available from this page.
If you do not receive a reply within two months or if you are not satisfied with the reply, you can forward you complaint to the Danish Maritime Authority, to the Danish Transport Agency or to the Consumer Complaints Board.
The Danish Maritime Authority considers complaints about the shipping company responsible for the carriage. In addition, the complaint must concern either a voyage where the ticket has not been more expensive than DKK 800.00 or the special rights of persons with reduced mobility.
Please be aware that some conditions are not covered by the regulation and that, consequently, the Danish Maritime Authority does not consider complaints about them. This is the case of, for example, damage to luggage and/or personal injury, liability issues following from the contract between the passenger and the carrier, including consequential damage (for example loss of earnings) as well as conditions related to hotel stays and other tourist-related service. Please observe, however, that the regulation includes compensation for loss of or damage to mobility equipment and that, consequently, the Danish Maritime Authority considers these complaints.
If you would like to complain to the Danish Maritime Authority, please fill in the complaint form on the webpage of the Danish Maritime Authority and post it to:
Danish Maritime Authority, Department for Regulation and Legal Affairs, 9, Casper Brands Plads, DK-4220 Korsoer, Denmark.
Please observe that there are two complaint forms: one concerning general passenger rights and another one concerning the special passenger rights of persons with reduced mobility.
It costs DKK 160.00 to file a complaint related to general passenger rights. The fee will be re-paid if your complaint is accepted. We will not start considering your complaint until we have received the payment. Complaints related to the special passenger rights of persons with reduced mobility can be filed free of charge.
The fee must be paid to:
Danske Bank A/S
account no.: 0216 4069031625
IBAN no.: DK8402164069031625
SWIFT: DABADKKK
Please remember to state the passenger's name and "complaint fee" on the payment.
Please note that some complaints pursuant to the regulation on ship passengers' rights must be considered by others:
Complaints about port terminal operators, i.e. complaints about conditions in port terminals, must be forwarded to the Danish Coastal Authority.
Complaints about a voyage at a price of or above DKK 800.00 must be forwarded to the Consumer
Complaints Board. If you have forwarded your complaint to another authority than the one which is to consider it, it will be forwarded to the right authority. You will be informed about this.