Passengers, their luggage and accompanied vehicles are carried subject to the International Treaties and Conventions and the general conditions of carriage (collectively referred to as “General Terms and Conditions”) as these conditions were determined by “BLUE STAR FERRIES MARITIME S.A. & CO JOINT VENTURE” (hereinafter referred to as “the Company”). These General Terms and Conditions include exclusions and limitations of carriers’ liability for death, illness or for damage to or loss of vehicles and luggage or for delay or deviation. Copies of the General Terms and Conditions of carriage of the Company are available upon request.
Timetables & fares
Departures and arrivals are indicated in local times. Arrival times quoted indicate the time the vessel arrives at the entrance of the port. Fares and timetables are found on www.superfast.com, www.bluestarferries.com, www.hsw.gr and www.anek.gr. If any conditions should change, the Company reserves the right to make changes to the timetable, the fares and the routes or to refrain from contractual obligations without prior notice. The Company, however, is not liable for any damages resulting thereof. The aforementioned conditions include any kind of unforeseeable circumstances like an increase in fuel prices or currency fluctuation. In the unlikely event that contractual obligations may not be fulfilled, the customer is entitled to a full refund of payments made. The Company cannot be held liable for any delays caused by third parties, port authorities, or extreme and unusual weather conditions. Schedules are subject to change without prior notice.
Reservation requirements
In compliance with international SOLAS regulations and EU, passengers are required to supply the following information during reservation:
Name and Surname,
Gender,
Date of birth,
Nationality,
Contact phone number,
email address,
Type and Registration number of vehicle (if applicable),
Type of Identification (ID card, passport or other),
Identification Number (ID card, passport or other).
Additionally, if the passenger is travelling with a companion animal, the companion animal's passport or health card number must be provided.
Ticket validity
Tickets are valid for one year from the travel date (not reservation, issuing or printing), except for tickets with a special fare that have restricted validity, and if said ticket is replaced (new travel date, conversion to open ticket) once or multiple times, it retains the validity of the original ticket. A ticket is not transferable unless otherwise provided by law. The person allowed to travel is the person named on the ticket (passage contract). Change of a passenger’s name and surname on an issued ticket is not acceptable. The Company reserves the right to request passengers to present valid identification documents before travelling and will not be held liable if a passenger - other than the person entitled to travel under a ticket - who has presented identification documents to the Company corresponding to the passenger named on the ticket has travelled and/or has been reimbursed.
Exchange rate
The fares of tickets purchased in other countries or onboard may differ due to fluctuations in the exchange rate.
Cancellations & refunds
For cancellations and refunds, passengers should only contact the point through which their ticket was issued, for example, the travel agent.
Open tickets
An open return date ticket, originally issued as open, not converted to open, is valid for one year from the date of issue (not print or reservation) and is refunded, if cancelled, with a 100% refund, provided that the cancellation request is made before its expiration.
A ticket converted to an open date ticket is valid for one year from the date of travel (not issuance, print or reservation) of the initial ticket. If cancelled, the date the ticket has been converted to open is considered as the cancellation date and it is refunded in relation to the date of travel of the initial ticket.
Passengers with an open return ticket must reserve their return journey well in advance through the travel agency, Premium Sales Agent, port agency or the offices of the Company, where reservation and payment were made. Open return fares are always calculated based on the low season fare. If a passenger travels in shoulder or high season or during a period in which a new tariff is in force, then the difference between the current and the pre-paid fare has to be paid by the passenger. Reservation takes place according to availability. The Company cannot always secure the reservation of the passengers on their desired travel dates or accommodation type. Alternative travel dates or accommodation types may be offered.
Lost tickets
In case of a lost ticket, the passenger must immediately notify the issuing travel agent, Premium Sales Agent, port agent or the Company. The reprinted ticket can only be picked up by the travelling passenger with valid identification at the port of departure.
Note: At check-in, all passengers must provide a valid original identification card or passport.
Discounts
The following passengers are entitled discounted fares:
Infants,
children 4-12 years old,
senior citizens,
youths 13-25 years old,
members of specific automobile associations & camping clubs,
Interrail, Balkan Flexipass, RIT, FIP and NRT rail ticket holders,
Seasmiles loyalty club members.
Valid original proof that passengers are entitled to discounted fares should be presented upon reservation and during check-in. Discounts should be claimed upon reservation. After the voyage, no fare may be refunded.
Group requests
Group fares can be requested through the Company, travel agencies and Premium Sales Agents. A group consists of a minimum of 16 passengers. For the period from 15.07 until 15.09, a group consists of a minimum 20 passengers.
Transportation of unaccompanied minors
Minor passengers under 15 years old are not allowed to travel alone.
The transportation of minor passengers, who have reached the age of 15 to 18 years, without being accompanied by a parent or a guardian, is permitted under the following conditions:
For boarding on a vessel, the minor passenger must possess in hand the original and validated Statutory Declaration, along with the ticket, as well as his/her Identity Card for identification purposes.
In any case, the parent or the legal guardian of the minor passenger bears in full the responsibility for the prompt acquisition and certification of the Statutory Declaration, as well as of any accompanying documents that may be required at the port of departure.
Under no circumstances will the Company be liable if, due to inadequate documents and/or identification certificates, boarding is not allowed by the vessel’s Officers or the Port Authorities.
Relevant declaration forms are available at the local Port Offices of the Company or you can download it here.
Disabled passengers
On board our vessels there are specially designed cabins with easy access and operation to accommodate passengers with special needs. Due to a limited number of such cabins, it is necessary to reserve in advance. For further assistance, please call the Customer Service department by submitting a request via our Help Center.
Pets
Based on the existing legislative framework, it is mandatory to register pets traveling by vessels in the electronic Reservation System. Passengers traveling with pets must declare this when booking/issuing their tickets, so that tickets can also be issued for the pets.
According to the European regulation, the number of pets that can accompany the owner or guardian during a non-commercial journey does not exceed five (5).
On board our vessels there are a few kennels available, which are necessary to be booked in advance. Furthermore, there is a limited number of cabins available for pet carriage. It is also necessary to reserve these in advance. Unaccompanied pets are not acceptable.
Owners or guardians are required to have their pet’s valid health documents with them while travelling (EU citizens are additionally required to have their EU Pet Passport) and follow all entry regulations. For all cats, dogs and ferrets a valid rabies immunization document is mandatory. For more information, please always check with your vet and your local travel agent. Pets are not allowed indoors (bars, restaurants and other public areas) or in vehicles while access to the vehicle deck is forbidden during crossings. While walking on the open decks, pets are required to wear a muzzle and be on a leash, accompanied by the pet owner or guardian. The pet owner or guardian is held fully responsible for the care, safety and hygiene of the pet and for adhering to all laws and regulations related to the above.
Furthermore, pet owners are solely responsible for any possible harm or damage caused by their animals to any third party. Excluded from the above-mentioned restrictions are assistance and therapy dogs which, as long as they are on a leash, may accompany their owner indoors without a transport cage and without a muzzle, regardless of their size. Owners must hold the appropriate certificates for these animals.
Note: Carriage of live animals (other than pets) is governed by the cargo terms and conditions of the Company. For more information, passengers should contact the Customer Service department of the Company.
Caravans & campers
The LPG/gas supply should remain closed during the trip.
Vehicles using alternative fuels
Passengers traveling with Alternative Fuel Vehicles (AFVs) must declare this when booking/issuing their tickets.
Alternative Fuel Vehicles (AFVs) include:
For purely electric vehicles, owners must ensure that the battery charge level does not exceed 40% of its total capacity during the journey on board.
For vehicles with other alternative fuels, such as LPG or natural gas, the fuel tank must not exceed 50% of its total capacity during the journey on board.
The above transportation measures also apply to unaccompanied vehicles.
The passengers-drivers of an alternative fuel vehicle (AFV) must immediately notify the crew in case they receive any alarm indication from their vehicle.
Meals & drinks
Meals and drinks are not included in the price of the ticket.
Personal belongings
Passengers may hand in their valuables for safekeeping at Purser’s Office, if their total value does not exceed 500€. The Company is not responsible for the loss of money or valuables left in open storage spaces or in cabins. Please, report the loss of any personal item to the Reception Desk on board during the voyage or call the Customer Service department. Personal belongings that have been left in vehicles will not be accessible during the voyage since entry to the garage is prohibited after ship’s departure.
Boarding procedure & entry regulations
Due to our compliance with the security regulations of the ISPS (International Ship and Port Facility Security) code, all passengers are kindly required to proceed to the embarkation area, at least 3 hours prior to the scheduled departure time. All passengers are required to present their boarding card, a valid passport or ID, their vehicle’s license as well as any valid document that proves that they are entitled to discounted tickets (if they have such tickets) during check-in and to the vessel’s authorized personnel. The Company reserves the Company’s rights to deny embarkation to any individual who, according to the best of the Company’s knowledge, does not appear to possess valid travel documents or fails to prove, beyond doubt, his/her identity. In the event of a fine being imposed on the Company by the immigration office, the amount will be charged to the passenger who failed to provide the proper legal documents. The Company cannot be held responsible in the event that authorities prevent a passenger from continuing his/her journey. In the event of immigration officials refusing entry, the passenger will be sent back to his/her departure place at his/her own expense. We would recommend that citizens of all states contact the appropriate consulate for details. Infants and children also require official documents of identification.
All persons and all items brought on board the Vessel are liable to be searched. Persons refusing to comply with this demand shall be denied access on board and will be reported to the appropriate port authorities. If a passenger boarded on the Vessel wishes to disembark prior to departure, he/she must take all their carrying luggage and/or vehicle. In the case of vehicles of all kinds, please bear in mind the possibility of you being unable to remove them from the vessel’s garage due to their pre-arranged parking positions.
Carriage of guns, cartridges, explosive, flammable, combustible and in general hazardous materials is strictly prohibited.
Ancillary services
The Company may offer optional ancillary services provided by independent third-party providers. Such services do not form part of the contract of carriage and are subject to separate terms and conditions made available at the time of purchase.
Currency on board
The currency used on board is Euro. ATM cash points are available on-board some vessels. Major credit cards are accepted.
Telecommunications & internet
The following communication options are available on board:
The use of personal cellular (mobile) phones during the entire duration of the voyage. There are different rates for this satellite roaming service. For any information about the rates of this service, please contact your mobile network provider
Wireless Internet connection (Wi-Fi) during the entire trip by purchasing a satellite connection card
Customer service direct line
For any Customer Service inquiries, comments or suggestions, please submit your request through the Help Center by selecting the desired category.
Useful information
Each cabin is characterized and offered as 2-bed, 3-bed or 4-bed, depending on the number of passengers that use it, and not the number of beds existing in the cabin, or the (extra) facilities it may provide. Passengers may freely use all public areas of the vessels (bars, restaurants, lounges, etc.). Sleeping in the lounges or corridors is prohibited. Passengers should comply with the crew’s instructions regarding the adherence to safety rules and the vessel’s good operation.
Modification of terms
The Company reserves the right to modify or even unilaterally renew the above General Terms at any time, even after the completion of the booking process and is under no obligation to inform the passenger in advance. Indicatively, the Company may modify the terms of cancellations - refunds - open tickets due to changes in the existing national or European legal framework.
Rights for passengers in maritime transport
For detailed information on the current legislative framework and the basic principles regarding the rights and obligations of passengers and the obligations of carriers and terminal operators, please visit the following link https://passengersynanp.yna.gov.gr/passengers-rights/
Specifically, you can directly access comprehensive information on passengers' rights and learn how to submit complaints at https://passengersynanp.yna.gov.gr/dikaiomata-epivaton-me-ena-klik/. Furthermore, you may submit a complaint using the official complaint form, available along with detailed instructions on how to complete it, on the official website of the Ministry of Maritime Affairs and Insular Policy at https://passengersynanp.yna.gov.gr/parapona/.
Alternative dispute resolution
To resolve disputes that arise between the Company and a passenger, the passenger can address the ‘Consumer’s Ombudsman’, an Independent Authority
(Mailing Address: 144 ALEXANDRAS AVE., 11471 ATHENS, Tel: 210 6460862, e-mail: grammateia@synigoroskatanaloti.gr, website: https://www.synigoroskatanaloti.gr/en), as an Alternative Dispute Resolution agency.
In any case, any dispute that arises between a passenger and the Company can be resolved consensually via the European Commission’s Online Dispute Resolution platform (https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN) and the agencies certified by the European Commission in accordance with the terms of Directive 2013/11/EU, which in this case is the ‘Consumer’s Ombudsman’ Independent Authority (https://www.synigoroskatanaloti.gr/en).
Summary of provisions concerning the rights of passengers travelling by sea in the event of accidents.
Rights of passengers
Right to compensation for death or personal injury
Shipping incident: the passenger has a right to compensation from the carrier or the carrier's insurance provider of up to 250.000 SDR in any event, with the exception of circumstances beyond the carrier's control (i.e. act of war, natural disaster, act of a third party). Compensation can go up to 400.000 SDR, unless the carrier proves that the incident occurred without his fault or neglect
Non-shipping incident: the passenger has a right to compensation from the carrier or the carrier's insurance provider of up to 400.000 SDR, if he/she proves that the incident was the result of the carrier's fault or neglect
Right to compensation for loss of or damage to cabin luggage
Shipping incident: the passenger has a right to compensation from the carrier of up to 2.250 SDR, unless the carrier proves that the incident occurred without his fault or neglect
Non-shipping incident: the passenger has a right to compensation from the carrier of up to 2.250 SDR, if he/she proves that the incident was the result of the carrier's fault or neglect
Right to compensation for loss of or damage to luggage other than cabin luggage
The passenger has a right to compensation from the carrier of up to 12.700 SDR (vehicles, including luggage carried in or on the vehicle) or 3.375 SDR (other luggage), unless the carrier proves that the incident occurred without his fault or neglect.
Right to compensation for loss of or damage to valuables
The passenger has a right to compensation from the carrier of up to 3.375 SDR for the loss of or damage to monies, negotiable securities, gold, silverware, jewellery, ornaments and works of art, only when these have been deposited with the carrier for the agreed purpose of safe-keeping.
Right of a passenger with reduced mobility to compensation for loss of or damage to mobility equipment or other specific equipment
Shipping incident: the passenger has a right to compensation from the carrier corresponding to the replacement value or the repair costs of the equipment concerned, unless the carrier proves that the incident occurred without his fault or neglect
Non-shipping incident: the passenger has a right to compensation from the carrier corresponding to the replacement value or the repair costs of the equipment concerned, if he/she proves that the incident was the result of the carrier's fault or neglect
Right to an advance payment in the event of a shipping incident
In case of death or personal injury, the passenger or other person entitled to damages has a right to an advance payment to cover immediate economic needs. The payment shall be calculated on the basis of the damage suffered, shall be made within 15 days and shall not be less than 21.000 EUR in the event of death.
Elements of procedure & other matters
Written notice: In case of damage to cabin or other luggage, the passenger must give timely written notice to the carrier. Failure to do so, will result in the passenger losing his/her right to compensation
Time limits for exercise of the passenger's rights: In general, any action for damages before a competent court must be introduced within a period of 2 years. The starting point of this limitation period may differ, depending on the nature of the loss
Exemptions concerning liability: Liability of the carrier can be reduced, if he proves that the death of or personal injury to a passenger or the loss of or damage to his luggage was caused or contributed to by the fault or neglect of the passenger
The limits on the different amounts for compensation will not apply if it is proved that the damage resulted from an act of the carrier, or a servant or agent of the carrier or of the performing carrier, done with the intent to cause such damage or with knowledge that such damage would probably result.
