Travel Question: What do we get for cancelled ferry?

Q What customer protections are ferry companies required to meet, compared with the comprehensive requirements placed on airlines? We learned at 11.30am that our overnight sailing from Portsmouth to Caen had been cancelled. We called the ferry line and changed our booking to Le Havre. But there was no cabin, and we had to make do with reclining seats (with blankets only if we paid) right next to a noisy bar.

We arrived later in France and had further to drive. The company has agreed to pay back the difference in the fare, and petrol for the extra 100km we had to drive. But should we not get something more?

Andrew T

A Travellers on ferries (as well as trains or buses) have far fewer rights than airline passengers under European Union rules.

When a ferry service is delayed by at least 90 minutes or is cancelled, you are entitled to a full refund, but that will not solve your problem of how to get to France. The ferry line must offer a replacement trip under similar conditions as early as possible. In your case I imagine that would involve a 24-hour wait for the Portsmouth-Caen route, so the alternative of a sailing to Le Havre probably made sense.

In terms of cash compensation: unlike for air travellers, there is no stipulation about a fixed amount. Had you booked a flight and received a short-notice cancellation, under European air passengers’ rights rules you would be entitled to at least €250 (£219) in compensation – as well as a replacement flight “under similar conditions at the earliest opportunity”.

The EU regulations for ferry passengers say: “If your trip’s arrival at destination is delayed by more than 1 hour, you are entitled to compensation.” Depending of the length of the delay, it will be a quarter or half of the one-way ticket price.

There is no obvious reason why the grounding of a flight is regarded as more damaging to the traveller than is a ferry cancellation. Indeed, given that finding alternative solutions is often tougher, not least because many travellers are with their cars.

The disparity between air and ferry passengers whose journeys are disrupted goes even further. If you needed a stay in a hotel as a result of a flight cancellation, the airline must pay whatever is necessary. But ferry firms can limit the hotel payment to €80.

Every day our travel correspondent Simon Calder tackles a reader’s question. Just email yours to s@hols.tv or tweet @simoncalder