General Terms International Routes:
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 SA – SUPERFAST ENDEKA (HELLAS) INC. & 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
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.
Reservation Requirements
In compliance with international SOLAS regulations and EU Law (Council Directive 98/41/EC of 18th June 1998), passengers are required to supply the following information during reservation: Name and Surname, Gender, Date of birth, Nationality, Contact phone number, Type and Registration number of vehicle
(if applicable). Passengers from non-European Union (and non-Schengen) countries are required to supply the following additional information: Passport number and expiry date, Visa expiry date (if required).
Ticket Validity
Tickets are valid for one year from the date of issue (not print or reservation) except for tickets with special fare that have restricted validity. 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
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. Depending on the time of cancellation and in relation to the travel date, the following amounts are refunded:
• A 100% refund, up to 22 days prior to departure.
• A 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. 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. Cancellations and refunds can only be settled through the travel agency, Premium Sales Agent or offices of the Company, where tickets were issued. Port Agencies may cancel a ticket once check-in has been finalized but cannot refund money. The Company is entitled to retain the total value of the ticket if the passenger interrupts his voyage at an intermediate port, unless the interruption is due to illness, accident or force majeure.
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.
A ticket converted to open date ticket is valid for one year from the date of issue (not print or reservation) of the initial ticket and, if cancelled, it is refunded according to the cancellation policy 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. 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.
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 identification card or passport.
Discounts
Following passengers are entitled discounted fares: a) infants, b) children, c) senior citizens, d) students, e) youths f) members of specific automobile associations & camping clubs, g) Aneksmart or Seasmiles loyalty club members. Valid proof 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 Requests
Group fares can be requested through the Company, travel agencies and Premium Sales Agents. A group consists of a minimum 16 passengers. For the period from 15/07 until 15/09 a group consists of a minimum 20 passengers.
Unaccompanied Children
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 [email protected] for Superfast Ferries vessels and tel.: +30 210 41 97 470, e-mail [email protected] for Anek Lines vessels).
Disabled passengers
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.
Pets
On board our vessels there is a number of 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 veterinary and your local travel agent. Pets 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, 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 animals that guard and assist people with disabilities that may accompany their owners. 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.
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.
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 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.
Customer Service Direct Line
For any Customer Service inquires, comments or suggestions, for ANEK LINES vessels please call, tel: +30 210 41 97 470 or send us an e-mail: [email protected] and for Superfast Ferries vessels please call, tel.: +30 210 89 19 010 or send us an e-mail: [email protected]
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.
General Terms & Information Cyclades – Dodecanese Routes:
PASSENGER NAME LIST:
According to EU Directive 98/41 it is mandatory, for safety reasons, to list by name all passengers on every sailing. To make that possible, tickets are issued BY NAME and specifically must include: Passenger’s First and Last name, Gender, Birth Date, Age (adult, child, infant), Type of Vehicle and Plate No. Ιn addition, the
issuing agent must be notified of passengers requiring SPECIAL CARE.
PASSENGER’S PHONE NUMBER:
Passengers are advised to provide their travel agency with a telephone number (preferably mobile phone number) so they can be contacted in case of emergency e.g. cancelation of departure due to bad weather conditions etc. Passengers should check at ticket issue, if the data shown on the ticket is correct (date, time, itinerary, vessel’s name, ID details, etc.) It is strictly forbidden to issue tickets on board; therefore for their convenience, passengers must contact their travel agent on time to book and issue their tickets.
Children up to 5 years old: they travel for free, without being entitled to a bed or a seat. It is obligatory to issue a Free of Charge ticket. Children traveling in cabins or seats are entitled to 50% discount and they must be accompanied by an adult.
NUMBERED SEATS:
Use is only allowed to the holders of numbered seat tickets.
EMBARKATION PROCEDURE:
Passengers must: a)report at the embarkation area at least thirty (30) minutes before departure. b) if travelling by car, one (1) hour before departure. Drivers are obliged to embark and disembark their vehicle. Vehicles’ passengers must exit the vehicle before embarkation. Vehicles’ priority order for embarkation is determined by the Port Regulations of each Port Authority, where embarkation takes place. All passengers should be able to present their valid travel documents. The company reserves the right not to allow boarding in case of a passenger not having the travel documents required. In case a passenger wishes to disembark prior the ship’s departure, he/she is obliged to inform the vessel’s Purser’s Office and upon leaving the ship to take all of his/her luggage as well. In case of vehicles, please mind that there is the possibility of being unable to remove them from the ship’s garage due to their pre-arranged parking positions.
TICKET OPTION DATE:
Tickets must be issued within a specific time period following
their booking, of which passengers are advised by their travel agent. If tickets are not issued within this period, the booking is automatically cancelled.
OPEN DATE TICKETS:
Open date tickets are valid for 1 year from the date of issue.
If passengers wish to travel during a period in which a higher tariff is in force, then they must pay the difference between the current and the pre-paid open ticket fare.
Passengers with open date tickets must reserve their journey well in advance.The Company cannot secure the reservation of the passengers on their desired travel dates or accommodation type. Open date tickets are cancelled without charge when they have been originally issued as open date. If they have been converted to open date, the date the ticket has been converted to open date ticket is considered as the cancellation date. Any refund will be made according to the initial date of voyage.
CHANGES – TICKET CANCELLATION:
Tickets can be invalidated by the issuing agency. Tickets cannot be invalidated by phone. Passengers wishing to invalidate their tickets must hand them over to the issuing agency. The refund for the invalidated tickets can be made by the issuing agency and is valid for up to 1 year after the date of invalidation. Tickets can be converted to open date tickets, by phone. Tickets can be converted to another departure date, by phone. In this case, passengers must receive their tickets before embarkation.
- CANCELLATION FEES HIGH SEASON:
13/12/2019-06/01/2020, 28/02/2020-02/03/2020, 10/04/2020-27/04/2020, 05/06/2020-08/06/2020, 26/06/2020-06/09/2020
Up to 14 days prior to departure: Tickets are cancelled without charge or can be converted to open date tickets or for another departure date.
From 13 days and up to 7 days prior to departure: A 25% cancellation charge is applies of alternatively tickets can be converted to open date tickets or for another departure date.
From 6 days and up to 2 hours prior to departure: A 50% cancellation charge is applied or alternatively tickets can be converted to open date tickets or for another departure date.
2 hours prior and up to the departure: 50% cancellation charge is applied and the tickets cannot be converted to open date tickets or for another departure date.
After departure: Tickets cannot be cancelled or converted to open date tickets or for another departure date.
- LOW SEASON: All the other dates except those mentioned in HIGH SEASON
Up to 1 hour prior to departure: Tickets are cancelled without charge or can be converted to open date tickets or for another departure date.
1 hour prior and up to the departure: 50% cancellation charge is applied and the tickets cannot be converted to open date tickets or for another departure date.
After departure: Tickets cannot be cancelled or converted to open date tickets or for another departure date.
- CANCELLATION OF DEPARTURE OR DELAY DUE TO EXTREME WEATHER CONDITIONS
Delayed Departure: Passengers and vehicles can embark without changing their tickets. Cancellation of Departure: The tickets of a cancelled departure are not valid for embarkation and must be exchanged with the next scheduled departure, pending on availability. Attention: In case of a departure being delayed or cancelled due to extreme weather conditions etc., passengers are kindly requested to contact the company’s port agencies in order to be informed about the new departure time.
LOSS OF TICKET(S):
When a ticket is lost: a) a new ticket must be bought, in order to travel. b) passengers must report in writing, to the Company’s Central or Port Offices, before the scheduled departure, the ticket(s) loss, indicating the departure date, the itinerary and the number of the lost ticket, as well as the number of the new ticket bought. If, after checking the company’s records, the lost ticket has not been found used or replaced, within one (1) month after the departure date, the company will grant a free of charge ticket, for exactly the same value of the lost one.
SCHEDULES:
Arrival times quoted indicate the time the vessel arrives at the entrance of the port. The Company is not responsible for any delays, changes or cancellation of itineraries which may have been caused due to bad weather conditions, orders coming from the Ministry of Mercantile Marine or from the Port Authorities or due to force majeure. The Company reserves the right, upon approval of the competent Ministry, to reschedule its vessels if necessary, as well as to modify the timetables. All changes are published in the Official Website of the Company and they are also announced to all the collaborating agencies.
FARES - DISCOUNTS:
Fares include maritime transport and taxes. Catering is not included. The company reserves the right to change the fares. All discounts/offers are not cumulative and only one (the greatest) is granted at a time. Passengers entitled to discount, should mention it during the reservation and present all justifying documents when issuing the discount tickets, as well as on boarding the vessel.
After ticket issuance, no fare difference is refunded. For Group, bus or unaccompanied vehicles’ fares, the prices are fixed upon request to the Company.
LUGGAGE - VALUABLES:
Luggage should be placed in the designated areas of the vessels as per the crew’s instructions. Passengers are entitled to carry free of charge luggage up to 50 kilos or 1m3. Luggage must not contain valuable items. These items can be handed over to the Chief Purser for safe-keeping. The company is responsible for the damage or loss of luggage on board, only if they have been handed over for safe-keeping and a relevant receipt has been issued. The company cannot be held responsible for any loss of money or valuables left in the cabins, the ship's common areas or the vehicles. Any loss should be reported at the ship's Reception Desk or at the Customer Service Department.
PASSENGERS WITH SPECIAL NEEDS:
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 cabins it is necessary to reserve in advance (Reservations Dept., tel.: +30-210-4197400, e-mail: [email protected]).
PET ACCOMMODATION:
Pets travel in Pet cabins, which are available for pet carriage or in specially designed kennels on the ship's deck. Due to the limited number of Pet cabins, it is necessary to reserve them in advance. For reasons of public hygiene, pets are not allowed in cabins (other than the specially designated pet cabins), bars, restaurants and the ship’s indoor public areas.When walking on the open deck, they should wear muzzle and be on a leash and accompanied by a guardian.
Passengers traveling with a pet should hold updated health documents for their pet and are responsible for the pet’s care, safety, hygiene and are obliged to comply with the regulations concerning animal care on board and they are solely responsible for any possible harm or damage by their animals to any third party. Unaccompanied pets
are not accepted for embarkation.
CUSTOMER SERVICE DIRECT LINE:
For any Customer Service inquiries, comments or suggestions, please contact: tel.: +30-210-4197470,
e-mail: [email protected]
SAFETY ON BOARD:
Passengers should comply with the instructions of the Master and the crew, regarding the maintenance of order, hygiene and safety on board.
Persons refusing to comply with these demands shall be denied access on board and will be reported to the Port Authorities. The Company and the ship are not responsible for accidents, loss or damage prior to boarding and after disembarkation. Explosives, inflammable, incendiary and dangerous materials in general are strictly forbidden on board.
USEFUL INFORMATION:
Cabins are characterized and used as 2-bed, 3-bed or 4-bed, depending on the number of passengers occupying it, not on the number of beds. Passengers may use all the public areas of the ships (Bars, Restaurants, Lounges, etc). Sleeping or eating in the lounges or in the corridors is prohibited. Smoking is prohibited, by the Greek Law, in public indoor areas and cabins of the ship. EURO is the official currency on board. Other entitlements - obligations to the passenger are under the Law 3709/FEK.213/14-10-08, as it has been amended by Article 35 of Law 4150/2013 (FEK 102A’/29-04-2013.).
General Terms & Information 2021 Piraeus - Heraklion & Piraeus - Chania Route:
1. PASSENGER NAME LIST:
According to EU Directive 98/41 it is mandatory, for safety reasons, to list by name all passengers on every sailing.
To make that possible, tickets are issued BY NAME and specifically must include:
- PASSENGER’S FIRST AND LAST NAME
- GENDER: MALE/FEMALE
- AGE: ADULT-CHILD-INFANT
- TYPE OF VEHICLE, PLATE No
Ιn addition, the issuing agent must be notified of passengers requiring SPECIAL CARE.
PASSENGER’S PHONE NUMBER:
Passengers are advised to provide their travel agency with a telephone number (preferably mobile phone number) so they can be contacted in case of emergency e.g. cancellation of departure due to bad weather conditions etc.
Passengers should check at ticket issue, if the data shown on the ticket is correct (date, time, itinerary, vessel’s name, ID details, etc.)
It is strictly forbidden to issue tickets on board; therefore for their convenience, passengers must contact their travel agent on time to book and issue their tickets.
Children up to 5 years old: they travel for free, without being entitled to a bed or a seat. It is obligatory to issue a Free of Charge ticket. Children traveling in cabins or seats, are entitled to 50% discount and they must be accompanied by an adult.
2. NUMBERED SEATS:
Use is only allowed to the holders of numbered seat tickets.
3. EMBARKATION PROCEDURE:
Passengers must:
report at the embarkation area at least one (1) hour before departure.
if travelling by car, one (1) hour before departure.
Drivers are obliged to embark and disembark their vehicle. Vehicles’ passengers must exit the vehicle before embarkation. Vehicles’ priority order for embarkation is determined by the Port Regulations of each Port Authority, where embarkation takes place. All passengers should be able to present their valid travel documents. The company reserves the right not to allow boarding in case of a passenger not having the travel documents required. In case a passenger wishes to disembark prior the ship’s departure, he/she is obliged to inform the vessel’s Purser’s Office and upon leaving the ship to take all of his/her luggage as well. In case of vehicles, please mind that there is the possibility of being unable to remove them from the ship’s garage due to their pre-arranged parking positions.
4. TICKET OPTION DATE:
Tickets must be issued within a specific time period following their booking, of which passengers are advised by their travel agent. If tickets are not issued within this period, the booking is automatically cancelled.
5. OPEN DATE TICKETS:
Open date tickets are not valid for boarding, unless a new ticket for a specific date or travel has been issued. Open date tickets are valid for 1 year from the date of issue. If passengers wish to travel during a period in which a higher tariff is in force, then they must pay the difference between the current and the pre-paid open ticket fare. Passengers with open date tickets must reserve their journey well in advance. The Company cannot secure the reservation of the passengers on their desired travel dates or accommodation type. Open date tickets are cancelled without charge when they have been originally issued as open date. If they have been converted to open date, the date the ticket has been converted to open date ticket, is considered as the cancellation date. Any refund will be made according to the initial date of voyage.
6. CHANGES – TICKET CANCELLATION:
Tickets can be invalidated by the issuing agency. Tickets cannot be invalidated by phone. Passengers wishing to invalidate their tickets must hand them over to the issuing agency. The refund for the invalidated tickets can be made by the issuing agency and is valid for up to 1 year after the date of invalidation. Tickets can be converted to open date tickets, by phone. Tickets can be converted to another departure date, by phone. In this case, passengers must receive their tickets from the Port Offices at the port of departure, before embarkation.
CANCELLATION FEES
18/12/20-06/01/21, 12/03/21-15/03/21, 23/04/21-09/05/21, 18/06/21, 21/06/21, 25/06/21-05/09/21
Up to 14 days prior to departure: Tickets are cancelled without charge or can be converted to open date tickets or for another departure date.
From 13 days and up to 7 days prior to departure: A 25% cancellation charge is applied or alternatively tickets can be converted to open date tickets or for another departure date.
From 6 days and up to 2 hours prior to departure: A 50% cancellation charge is applied or alternatively tickets can be converted to open date tickets or for another departure date.
2 hours prior and up to the departure: 50% cancellation charge is applied and the tickets cannot be converted to open date tickets or for another departure date.
After departure: Tickets cannot be cancelled or converted to open date tickets or for another departure date.
All the other dates except those mentioned in HIGH SEASON
Up to 1 hour prior to departure: Tickets are cancelled without charge or can be converted to open date tickets or for another departure date.
1 hour prior and up to the departure: 50% cancellation charge is applied and the tickets cannot be converted to open date tickets or for another departure date.
After departure: Tickets cannot be cancelled or converted to open date tickets or for another departure date.
7. CANCELLATION OF DEPARTURE OR DELAY DUE TO EXTREME WEATHER
CONDITIONS etc.
- DELAYED DEPARTURE: Passengers and vehicles can embark without changing their tickets. CANCELLATION OF DEPARTURE: The tickets of a cancelled departure are not valid for embarkation and must be exchanged with a new ticket for the next scheduled departure, subject to availability.
- ATTENTION: In case of a departure being delayed or cancelled due to extreme weather conditions etc., passengers are kindly requested to contact the company’s port agencies in order to be informed about the new departure time.
8. LOSS OF TICKET(S):
When a ticket is lost:
a) a new ticket must be bought, in order to travel.
b) passengers must report in writing, to the Company’s Central or Port Offices, before the scheduled departure, the ticket(s) loss, indicating the departure date, the itinerary and the number of the lost ticket, as well as the number of the new ticket bought.
If, after checking the company’s records, the lost ticket has not been found used or replaced, within one (1) month after the departure date, the company will grant a ticket free of charge, for exactly the same value of the one lost.
9. SCHEDULES:
Arrival times quoted indicate the time the vessel arrives at the entrance of the port. The Company is not responsible for any delays, changes or cancellation of itineraries which may have been caused due to bad weather conditions, orders coming from the Ministry of Mercantile Marine or from the Port Authorities or due to force majeure. TheCompany reserves the right, upon approval of the competent Ministry, to reschedule its vessels if necessary, as well as to modify the timetables. All changes are published on the Official Website of the Company and they are also announced to all the collaborating agencies.
10. FARES - DISCOUNTS:
Fares include maritime transport and taxes. Catering is not included. The company reserves the right to change the fares. All discounts/offers are not cumulative and only one (the greatest) is granted at a time. Passengers entitled to a discount, should mention it during the reservation and present all justifying documents when issuing the discounted tickets and also when boarding the vessel.
After ticket issuance, no fare difference is refunded. For Group, bus or unaccompanied vehicles’ fares, the prices are fixed upon request to the Company.
11. LUGGAGE - VALUABLES:
Luggage should be placed in the designated areas of the vessels as per the crew’s instructions. Passengers are entitled to carry free of charge, luggage up to 50 kilos or 1m3. Luggage must not contain valuable items. These items can be handed over to the Chief Purser for safe-keeping. The company is responsible for the damage or loss of luggage on board, only if they have been handed over for safe-keeping and a relevant receipt has been issued. The company cannot be held responsible for any loss of money or valuables left in the cabins, the ship's common areas or the vehicles. Any loss should be reported at the ship's Reception Desk or at the Customer Service Department.
12. PASSENGERS WITH SPECIAL NEEDS
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 cabins it is necessary to reserve in advance (please contact with company’s Port Agencies or Reservations Dept., tel.: +30-210-4197400) or Call Center, tel. +30-210-8919700.
13. PET ACCOMMODATION
Pets travel in Pet cabins, which are available for pet carriage or in specially designed kennels on the ship's deck. Due to the limited number of Pet cabins, it is necessary to reserve them in advance. For reasons of public hygiene, pets are not allowed in cabins (other than the specially designated pet cabins), bars, restaurants and the ship’s indoor public areas. When walking on the open deck, they should wear muzzle and be on a leash and accompanied by a guardian. Passengers traveling with a pet should hold updated health documents for their pet and are responsible for the pet’s care, safety, hygiene and are obliged to comply with the regulations concerning animal care on board and they are solely responsible for any possible harm or damage by their animals to any third party. Special areas for the pets’ daily hygiene are available on board. Unaccompanied pets are not accepted for embarkation.
14. CUSTOMER SERVICE DIRECT LINE
For any Customer Service inquiries, comments or suggestions, please contact:
-for ANEK LINES vessels, tel.: +30-210-4197470, e-mail: [email protected].
-for ATTICA GROUP vessels (SUPERFAST FERRIES & BLUE STAR FERRIES), tel.: +30-210-8919010, e-mail: [email protected].
15. SAFETY ON BOARD
Passengers should comply with the instructions of the Master and the crew, regarding the maintenance of order, hygiene and safety on board. Persons refusing to comply with these demands, shall be denied access on board and will be reported to the Port Authorities. The company and the ship are not responsible for accidents, loss or damage prior to boarding and after disembarkation. Explosives, inflammable, incendiary and dangerous materials in general are strictly forbidden on board.
16. USEFUL INFORMATION
Cabins are characterized and used as 2-bed, 3-bed or 4-bed, depending on the number of passengers occupying it, not on the number of beds.
Passengers may use all the public areas of the ships (Bars, Restaurants, Lounges, etc).
Sleeping or eating in the lounges or in the corridors is prohibited.
Smoking is prohibited, by the Greek Law, in public indoor areas and cabins of the ship.
EURO is the official currency on board.
Other entitlements-obligations to the passenger are under the Law 3709/FEK.213/14-10-08, as it has been amended by Article 35 of Law 4150/2013 (FEK 102A’/29-04-2013.).
CANCELLATIONS - REFUND
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. Depending on the time of cancellation and in relation to the travel date, the following amounts are refunded:
• A 100% refund, up to 22 days prior to departure.
• A 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. 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. Cancellations and refunds can only be settled through the travel agency, Premium Sales Agent or offices of the Company, where tickets were issued. Port Agencies may cancel a ticket once check-in has been finalized but cannot refund money. The Company is entitled to retain the total value of the ticket if the passenger interrupts his voyage at an intermediate port, unless the interruption is due to illness, accident or force majeure.
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.
A ticket converted to open date ticket is valid for one year from the date of issue (not print or reservation) of the initial ticket and, if cancelled, it is refunded according to the cancellation policy 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.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.
