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 “ANEK – SUPERFAST 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 in local time. Arrival time is the time at which the vessel enters the port. Fares and timetables listed in the catalogue of the Company are based on conditions existing at the time of print. If any conditions should change after the time of print, 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.
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 animals passport or health card number must be provided.
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.
The fares of tickets purchased in other countries or onboard may differ due to fluctuations in the exchange rate.
Cancellations – Refunds
Cancellations can be made at the travel agency, port agency, Premium Sales Agent or at the offices of the Company where reservation and payment were made. With the exception of the fuel surcharge and emissions surcharge (ETS), which are returned in full in case of cancellation, the following amounts are refunded depending on the amount of time between cancellation and the travel date:
- A 100% refund, up to 22 days prior to departure.
- An 80% refund, from 21 days up to 8 days prior to departure.
- A 50% refund, from 7 days to 24 hours prior to departure.
- The Company has no obligation to refund in case of cancellations made less than 24 hours prior to ship’s departure or if the passenger does not report at check-in.
- In the event of a partial cancellation of a round trip of which one crossing has been completed, the passenger will be refunded as above (based on the time of cancellation) for the crossing that is not completed.
- In the event of a whole cancellation of a round trip, the passenger will be refunded as above (based on the time of cancellation).
- Above refund policy is not valid to tickets issued with a special offer (e.g. Early Booking). In such cases, the cancellation terms of the offer are applicable.
Tickets can be converted to OPEN date tickets or to another departure date up to four (4) hours prior to ship’s departure. If these tickets are cancelled, the date the tickets have been converted to open date or to another departure date is considered as the date of cancellation and the refund is calculated in relation to the original travel date.
A request for refund must be made in writing and be submitted within two months of the travel date. Cancellations and refunds can only be settled through the travel agency, Premium Sales Agent or offices of the Company, where tickets were issued. Refunds for expired tickets are not possible. The Company is entitled to retain the total value of ticket if the passenger interrupts his voyage at an intermediate port, unless the interruption is due to illness, accident or force majeure.
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 reservation, issuing or printing) of the initial ticket and, if cancelled, the date on which the ticket was made open is taken as the cancellation date, and any refund of money is made in correlation with the original travel date.
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. In the event that 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.
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 an original identification document or passport that proves they are the true owner of the ticket.
The following categories of passengers are entitled discounted fares: 1) infants, 2) children 4-12 years old, 3) senior citizens (60 years or older), 4) youths 5) members of specific automobile associations & camping clubs, 6) passengers with Eurail, Interrail, Balkan Flexipass, RIT, DB Autozug, FIP or NRT rail passes, 7) Members of the Seasmiles Loyalty Scheme. The necessary original documents showing that passengers are entitled 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 fares can be requested through the Company, travel agencies and Premium Sales Agents. A group consists of minimum 16 passengers. For the period from 15.07 until 15.09, a group consists of minimum 20 passengers.
The Company does not accept reservations for children under 15-years of age who are not accompanied by adults. Reservations for young people between 15 to 18-years of age can be accepted upon specific written permission by the parent or legal guardian for the unaccompanied voyage. Appropriate forms are available at the offices of the Company (Customer Service, tel.: +30 210 89 19 010, e-mail firstname.lastname@example.org.
On board our vessels there are specially designed cabins with easy access and operation to accommodate disabled passengers. Due to a limited number of such cabins, it is necessary to reserve in advance. For further assistance, please call the Customer Service Direct Line.
Under the current law, companion animals that travel on vessels must be recorded in the electronic Booking System. Passengers travelling with companion animals must declare them during booking/purchasing of their tickets so that they can also be issued tickets for their companion animals.
Under the European regulation, the number of companion animals that can accompany their owner or guardian during non-commercial travel cannot exceed five (5).
On board our vessels there are a number of kennels available for companion animals, which much be booked in advance. Furthermore, there are a limited number of cabins available for accommodating companion animals. It is also necessary to reserve these in advance. Unaccompanied companion animals are not permitted.
Owners or guardians are required to have their companion animal’s valid health documents with them while travelling (EU residents 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 veterinary and your local travel agent. Companion animals are not allowed indoors (bars, restaurants and other public areas) or in vehicles (unless you have booked camping on board), while access to the vehicle deck is forbidden during crossings. While walking on the open decks, companion animals are required to wear a muzzle and be on a leash, accompanied by their owner or guardian. The pet owner or guardian is held fully responsible for the care, safety and hygiene of the companion animal 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. Assistance and therapy dogs are not restricted to special area and, providing they are on a leash, may accompany their master in passenger accommodation spaces without being in a travel crate or wearing a muzzle, regardless of their size. Owners must hold the appropriate certificates for these animals. Note: Carriage of live animals (other than companion animals) is governed by the cargo terms and conditions of the Company. For more information, passengers should contact the Customer Service department of the Company.
Camping on Board
Camping on board is permissible from April 1st to October 31st. The passengers travelling with a caravan or a camper should check in at least 3 hours prior to the scheduled departure time. Delayed arrival of a camper may hinder boarding on the open deck. Due to the limited space for camping on board, it is advisable to book well in advance. For safety reasons, cooking and the use of gas or fire by camping-on-board passengers is strictly forbidden. Please pay special attention to the camping on-board instructions available on board. Camping on board is permitted for clients traveling with vehicles officially registered as camping vehicles, campers and caravans. Regular cars and/or minibus vehicles are not permitted for camping on board. Any vehicles that are not registered as camping vehicles will not be permitted for camping on board and clients will be denied access to the open deck.
Gas supply canisters must remain closed during the trip.
Alternative Fuel Vehicles
Privately owned alternative fuel vehicles (AFVs) may not board as ‘unaccompanied’.
Meals & Drinks
Meals and drinks are not included in the price of the ticket.
Passengers may hand in their valuables for safekeeping at Purser’s Office, if their total value does not exceed 500€. The Company cannot be held responsible for any loss of money, valuables or luggage left in the cabins, the ship's common areas or the vehicles. Please, report the loss of any personal item to the Reception Desk on board during the voyage or call the Customer Service Direct Line. 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 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 Company’s knowledge, does not appear to possess valid travel documents or fails to prove, beyond a 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 kind, 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.
Currency on board
The currency used on board is Euro. ATM cash points are available on board Superfast Ferries 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 with the purchase of a satellite link card.
Customer Service Direct Line
For any Customer Service inquires, comments or suggestions, for Superfast Ferries vessels please call, tel.: +30 210 89 19 010 or send us an e-mail: email@example.com.
Each cabin is characterized and offered, for the corresponding fare based on the price list, 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, as amended.
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: firstname.lastname@example.org, 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 accidents1
RIGHTS OF PASSENGERS
Right to compensation for death or personal injury
Shipping incident2: the passenger has a right to compensation from the carrier or the carrier's insurance provider of up to 250.000 SDR3 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
In case of damage to cabin or other luggage, the passenger must give timely4 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.
1 Summary drafted in accordance with article 7 of Regulation (EC) No 392/2009 of the European Parliament and of the Council of 23 April 2009 (OJ L 131, 28.5.2009, p. 24) on the liability of carriers of passengers by sea in the event of accidents.
2 “Shipping incident” for the purposes of this Regulation include: shipwreck, capsizing, collision or stranding of the ship, explosion or fire in the ship or defect in the ship. All other incidents in the course of the carriage for the purposes of this summary are “non-shipping” incidents.
3Loss or damage suffered as a result of an accident are calculated on the basis of “units of account”, which are “Special Drawing Rights” (SDR) for Member States parties to the International Monetary Fund (all EU Member States). Information and conversion rates for SDR can be found on: http://www.hcg.gr/node/12912 On 26 November 2012 1 SDR = 1.18 EUR.
4 In cases of apparent damage, written notice must be given before or at disembarkation for cabin luggage, and before or at re-delivery for other luggage. In cases of non-apparent damage to or loss of luggage, written notice must be given within 15 days from disembarkation or re-delivery (or scheduled re-delivery in the event of loss)