Viking Line General Travel Terms and Conditions

These terms and conditions apply to all trips that are not covered by Viking Line’s Package Travel Terms and Conditions. The carrier is the shipping company of the carrying vessel, in this case Viking Line Abp. The travel contract is a contract between the shipping company and the traveller. These terms and conditions shall be applied to trips booked from 1 July 2018 on.

In conjunction with booking a trip, the following information shall be given on all passengers: all given names and surnames as they are spelled in the passport, nationality, passport number, period of validity of passport (date of issue/date of expiry), date of birth, the selected cabin category, invoicing address, telephone number and e-mail address.

Luggage refers to all objects carried on the passenger’s account, including vehicles, but not when a consignment note, waybill or bill of lading is provided for it. Hand luggage is luggage that the passenger keeps in the cabin, carries with them or has otherwise in their care, including live animals. That also includes goods carried in or on top of a vehicle

The passenger is allowed to carry a reasonable quantity of luggage with them. If the luggage, including hand luggage, may cause a hazard or requires special care, the passenger shall inform Viking Line thereof before the beginning of the trip.

1. Minimum age limits

1.1. The passenger shall always be able to prove their age by presenting a valid certificate of identity with a photo. As a general rule, the minimum age limit in route traffic on Viking Line ships is 16 years. An exception is route traffic with Viking Cinderella from Stockholm to Mariehamn and vice versa where the minimum age limit is 20 years on all days and on all sailings. If the passenger is unable to prove their age, Viking Line has the right to refuse their entry to the ship.

1.2. Children under 16 years of age are only allowed to travel in route traffic with the written permission of their parent or guardian. The permission can be verified from home e.g., by telephone.

Children under 16 years of age must not travel alone on the Helsinki–Tallinn route, however. Children must be accompanied by a person aged at least 18 years. The child and the person travelling with them must come to the check-in together and embark at the same time.

1.3. The minimum age limits on Viking Line cruises are determined as follows:

The passenger shall always be able to prove their age with a valid identity document. A passenger who is younger than the minimum age limit required for that cruise has the right to travel with their parent, guardian (also stepmother/stepfather), grandparent and siblings of their parents (i.e., aunt or uncle). The siblings of parents cannot, however, be responsible for a single person who is younger than the given minimum age limit on Viking Cinderella journeys on the Stockholm–Mariehamn v.v. route. If the passenger is unable to verify their age, Viking Line has the right to prevent their entry to the ship.

When own parents (mother/father), guardian (also stepmother/stepfather) or grandparents are travelling with an underage passenger, a total of three friends of the child may travel together with the family. On Viking Cinderella journeys on the Stockholm–Mariehamn v.v. route, however, a maximum of one friend per child is allowed with a maximum of three accompanying friends permitted in all. The friends of the child travelling without their guardian must have a valid identity document with them.

1.4. The nightclubs on board Viking Line ships are only suited to adults in the evening. In the daytime and earlier in the evening, all children and young people are welcome to the nightclub.

The minimum age limits in the nightclubs and dance floors on board Viking Line ships vary according to the route as follows:

• Stockholm–Helsinki v.v., minimum age limit: 18 years from 23.00 (Finnish time) on the dance floor and in the nightclub.
• Stockholm–Turku v.v., minimum age limit: 18 years from 00.00 (local time) on the dance floor and in the nightclub. Additionally on Viking Grace/Deck 10, Club Vogue: Fri–Sat 18 years from 21.00 (local time).
• Stockholm–Mariehamn v.v./Viking Cinderella, minimum age limit: 18 years from 22.00 (Swedish time) in the disco, nightclub and pub.
• Helsinki–Tallinn, minimum age limit: 13 years after 22.00 on the dance floor and in the nightclub. Minimum age limit: 18 years from 00.00 (local time) on the dance floor and in the nightclub.

When there is a show or a star artist is performing in the nightclub for children and youths, children and young people are allowed to watch it with their parents. On board Viking Grace, attendance is permitted at Club Vogue on Deck 11. After the show ends, everyone under 18 must leave the nightclub. Please note that this exception does not concern artist performances on Viking Cinderella journeys on the Stockholm–Mariehamn v.v. route.

The regulations also concern those under 18 with their guardian. The guardians are responsible for their underage children during the trip.

2. Travel documents, passport and visa

2.1. The passenger shall always be aware of the countries whose citizens are required to have a valid pass-port or passport and visa as a certificate of identity. Viking Line reserves the right to remove a passenger who does not have the necessary documents.

2.2. Persons under 18 who travel with a parent or guardian who has a valid certificate of identity with photo need not have a valid certificate of identity of their own. Viking Line nevertheless recommends that the guardian should arrange valid certificates of identity also for their underage children.

2.3. Persons under 18 travelling alone must always be able to present a valid certificate of identity with photo.

2.4. Passengers who are required to have a visa or residence permit shall always be able to present their passport, too. That also concerns persons under 18.

2.5. On trips to the Baltic States all passengers, also underage ones, shall have a valid passport or national identity card. That also concerns cruises to Tallinn where the passengers do not leave the ship. Passengers who are required to have a visa or residence permit shall always have their passport, too. That also concerns persons under 18.

2.6. National identity card refers to an identity card issued by the police. When travelling in the Schengen area, the national identity card serves as a valid certificate of identity instead of passport.

2.7. A temporary identity card, identity card of a minor issued without consent of the guardian, or identity card given to a foreign citizen shall not be accepted as a valid travel document.

2.8. Identity checks are performed in the harbours by the Viking Line personnel, the port’s security staff and the port authorities.

2.9. EU citizens need not carry with them a travel insurance card/certificate, but it is recommended to take the European health insurance card or E111 certificate with you.

3. Paying the trip

3.1. The booking shall be paid 30 days before the departure. When booking is made 30–8 days before the departure, the trip shall be paid within 24 hours. If the day of departure is less than 7 days away from the booking date, the booking shall be paid immediately.

3.2. The due day for the payment of the trip is shown in the booking confirmation. Bookings that have not been paid on time shall be removed automatically.

3.3. The payments made are shown in the booking confirmation. No separate confirmation of payment shall be sent. If the passenger wishes to check their payments, they can do it in the My Booking service. Please note, however, that it may take as long as four banking days before a payment through bank has been made and shows in the booking

3.4. A handling fee per booking shall be added, if the trip is paid at a Viking Line Travel Shop or in the harbour terminal. No additional fee shall be charged, if the trip is paid through bank. No handling fee shall be charged, if the trip is booked with an Annual Card or if an addition is made to an existing booking at the check-in.

3.5. Those travelling on Viking Line can buy cancellation cover. Cancellation cover entitles to cancel the trip free of charge without a medical certificate up to 24 hours before the departure. Further information and price details of cancellation cover can be viewed in sections 'Good to know' and 'Ticket Payment Terms'.

4. The right to cancel the booking

If a booked trip is not made, it shall be cancelled or changed as soon as possible. If the booking also includes a bus connection, the time of departure shall be calculated from the departure of the bus. A trip can be cancelled on the 'My Booking' page or via the Customer Service. Passengers who fail to show up for their trip at the appointed time without cancelling their booking or who are unable to attend the trip due to missing documents for which the passenger is responsible, such as their passport, visa, proof of identity or vaccination certificate, will not be entitled to a refund.

4.1. Cancellation of trips according to terms and conditions 1

4.1.1. Your confirmation shows the conditions that apply to your booking. When changing the payment method or content of the booking, the terms of your reservation may change. The latest version of the confirmation is valid. Condition 1 applies to bookings containing 1–30 people which do not include a conference made online, and do not include bookings paid with Invoice of company, company with contract, bookings with more than 5 hotel rooms. For reservations with more than 30 people, a conference made by Customers Service and some other bookings, see conditions 2 in 4.2.

4.1.2. The passenger has the right to cancel the trip and refund its cost. If cancelled, a cancellation fee is collected accordingly:

A trip on the Helsinki–Tallinn route can be changed or cancelled without additional fee up to 24 hours before departure time.

Deductions are not made when the passenger has purchased a cancellation insurance. Cancellation insurance does not entitle you to cancel without charge closer than 24 hours before departure. The passenger is also entitled to change the date of departure to travel within 12 months at the latest 24 hours before departure. In cases where the passenger changes the date, no deductions are made. When a bus connection is included in the booking, the bus departure time is counted. When the passenger can present a medical certificate, no deduction is made.

4.1.3. In order to be entitled to a full refund for cancellations closer than 24 hours before departure, a medical certificate is required. A medical certificate covers the passenger concerned and his travel companions in the same cabin and must be presented to Viking Line within 10 days of the booked departure. When travelling without a cabin, the medical certificate covers only the passenger concerned.

4.1.4. Please note that Charter departures and theatre tickets, opera, concerts and other event tickets may have different conditions for refunds, as stated in the confirmation. Cancellation of such package will incur a cancellation fee according to the following conditions:

4.2. Cancellation of trips according to terms and conditions 2

4.2.1. Your confirmation indicates the conditions that apply to your booking. When changing the payment method or content of the booking, the terms of your reservation may change. The latest version of the confirmation is valid. Condition 2 applies to bookings with more than 30 people, conference bookings made by Customer Service, reservations paid with invoice of company, company with contract, reservations with more than 5 hotel rooms. For other bookings, conditions 1, see conditions 4.1.

4.2.2. Regarding conference and group trips, the terms and conditions for cancelling are as follows:

1–99 persons:

100–499 persons:

4.2.3. If the cancellation is due to medical reasons, a medical certificate shall be presented. When a medical certificate is presented, the trip of the passenger in question who presented the certificate shall be cancelled free of charge, but that does not concern the whole group.

4.3. If it turns out that the outbound journey has not been used or cancelled, the ferry company has the right to cancel the homebound journey.

4.4. A trip booked as a cruise cannot be used as a route trip. Thus it is not possible to use just the outbound or homebound journey with a cruise booking. If a cruise passenger does not travel on the outbound journey, the homebound journey will be cancelled automatically.

4.5. Changing the trip means changing the date, route, number of passengers, car place etc.

4.6. In case of any changes (e.g. changes of schedule) the principal passenger shall be informed by telephone, e-mail or SMS and they undertake to inform the other passengers about the change.

5. Refund

5.1. Refund for trips according to terms and conditions 1

5.1.1. In case of a cancellation you can apply for refund within 12 months from the original date of travel. In connection with redemption or refund of the ticket, cancellation fee according to 4.1. will be charged.

5.1.2. If a trip is cancelled less than 24 hours before departure, 95% of the total price of the booking shall be charged as cancellation fee.

5.1.3. An application for refund can be made in connection with the cancellation on the internet or afterwards in the 'My Booking' section. You can also apply for refund by e-mail: individual.sales@vikingline.com. In connection with refund the passenger shall have the booking number and banking details, such as account number in IBAN format and BIC code at hand. If the booking has been paid by card, the refund shall be paid to the same card with which the payment was made after an application for refund has been filed. If the trip has been paid in a travel agency, the refund shall take place in the travel agency where the trip was bought. Unpaid refunds must not be handed over to another person.

5.1.4. As an alternative to refund of the cancelled trips, the passenger can in certain cases keep the money without a cost reserved for a new trip within 12 months from the date of cancellation. When the passenger cancels a trip and then books a new trip, the payment information shall not follow to the new booking. In such a case, please contact Viking Line Customer Service. Please note that unpaid refunds must not be handed over to another person.

5.1.5. Please note that the sum will expire if it is not used within 12 months. Refund sums of less than EUR 20 or SEK 200 shall not be repaid, but they will be reserved on the account for 12 months. In that case no fee shall be charged for the sum.

5.2 Refund for trips according to terms and conditions 2

5.2.1. In connection with cancellation you can request for refund within 12 months from the date of the original trip. In connection with redemption or refund of tickets, the amount will be deducted according to section 4.2. This deduction will not be made, if the trip is changed for another Viking Line trip without a refund within 12 months. Service or delivery fee shall not be refunded.

5.2.2. If a trip is cancelled less than 72 hours before departure, 95% of the total price of the booking shall be charged as cancellation fee.

5.2.3. An application for refund can be made in connection with the cancellation. You can also apply for refund by e-mail: international.sales@vikingline.com. In connection with refund the passenger shall present the booking number and banking details, i.e. account number in IBAN format and BIC code. If the booking has been paid by card, the refund shall be paid to the same card with which the payment was made after an application for refund has been filed. If the trip has been paid in a travel agency, the refund shall take place in the travel agency where the trip was bought. Unpaid refunds must not be handed over to another person.

5.2.4. As an alternative to refund of the cancelled trips, the passenger can in certain cases keep the money without a cost reserved for a new trip within 12 months from the date of cancellation. When the passenger cancels a trip and then books a new trip, the payment information shall not follow to the new booking. In such a case, please contact Viking Line Customer Service. Please note that unpaid refunds must not be handed over to another person.

5.2.5. Please note that the sum will expire if it is not used within 12 months. Refund sums of less than EUR 20 or SEK 200 shall not be repaid, but they will be reserved on the account for 12 months. In that case no fee shall be charged for the sum.

6. Compensation for damage

6.1. Viking Line shall be responsible for damage caused as a result of a death or bodily injury that has occurred in a maritime accident*, if it is not shown that the event has resulted from circumstances which Viking Line cannot have affected. The nature of the event shall be such that it cannot have been avoided and its consequences prevented, and it shall be completely caused by a third party with intent to cause damage. If Viking Line is able to show that the damage was not due to Viking Line’s error or neglect, the liability shall be limited to a maximum of SDR 250,000. In other cases Viking Line shall also be liable for damage exceeding that amount.

*maritime accident refers to the shipwreck, capsizing, collision, grounding, explosion or fire of the vessel or a fault in the vessel.

6.2. In connection with an event other than maritime accident, Viking Line shall be responsible for damage that has occurred as a result of death or bodily injury, if the event that caused the damage was due to Viking Line’s error or neglect. The burden of proof concerning the error or neglect lies with the party that suffered the damage.

6.3. Viking Line shall be responsible for damage that is caused by loss of or damage to hand luggage, if the event that caused the damage was due to Viking Line’s error or neglect. In case of a maritime accident the damage shall be considered to have been caused by error or neglect.

6.4. Regarding luggage other than hand luggage Viking Line shall be responsible for damage that has been caused by loss or damage due to Viking Line’s error or neglect.

According to the above sections, Viking Line’s responsibility requires that the damage has occurred due to an event that has taken place during the sea voyage. The party that has suffered damage shall be able to prove the extent of damage and that the damage has occurred during the sea voyage.

6.5. Viking Line is responsible for damage caused by the passenger or their luggage being late, if the damage has been caused due to error or neglect by Viking Line or another party for which Viking Line is responsible.

6.6. The passenger has statutory deductible for the loss or damage up to the following limits:

a) SDR 20 for damage caused by being late

b) SDR 330 each damaged vehicle

c) SDR 149 other damage to luggage

SDR refers to a special drawing right defined by the International Monetary Fund which shall be converted to euros, see www.imf.org.

6.7. The aforementioned limitations and reservations are also for the benefit of the officers and crew of the ship, suppliers and agents, stevedores and other parties for which Viking Line is responsible. That applies even if a demand presented to the carrier is not based on a contract on a trip

6.8. Viking Line is not obliged to compensate for cash money, securities, art objects or other particularly valuable luggage, unless Viking Line has taken the property in special storage.

6.9. The passenger shall always notify Viking Line in writing after being informed about circumstances that possibly entitle to present a claim for compensation.

6.10. In case of obvious damage to luggage, as for hand luggage the passenger shall inform Viking Line about the damage in writing before disembarkation and as for other luggage before or in connection with their handing over.

6.11. In case of such damage to luggage that is not clearly visible or loss of luggage, the passengerr shall inform Viking Line about the damage or loss within 15 days from the date of disembarkation or handing over of goods or date on which the goods should have been handed over.

6.12. If the passenger fails to follow the above-mentioned directions, they shall be considered to have received the luggage undamaged, unless otherwise proved. It is not necessary to provide a written report, if the condition of the luggage has been checked or inspected together in connection with reception.

6.13. Any demands concerning damage that has occurred during sea transport shall lapse, unless action is filed against Viking Line in lawful order in the following cases:

a) claim for compensation concerning a passenger’s death or bodily injury, within two years from the date on which disembarkation took place or should have taken place and, if the death occurred after disembarkation, within two years from death but a maximum of three tears after disembarkation.

b) claim for compensation concerning loss or damage of luggage, including hand luggage, within two years from the date on which the goods were brought to land or, if the goods have been lost during the trip, from the date on which they should have been brought to land.

7. Order and safety

7.1. Viking Line reserves the right to refuse to carry a passenger who may cause expenses to the ferry company or is in such a state that they may possibly damage another person’s health or otherwise infringe another person’s rights. A passenger who is intoxicated or causes disturbance can be removed both on the outbound and homebound journey. The passenger is obliged to comply with Viking Line’s regulations and the instructions given by the captain of the ship for maintaining safety and order on board the ship. Personnel appointed by the captain of the ship, e.g. stewards, see to it that the regulations are followed. Viking Line’s regulations can be viewed on Viking Line’s website, in the terminals and on board ships.

7.2. Pet animals may be taken on route trips excluding trips on the Stockholm–Mariehamn v.v. route on Viking Cinderella. A reservation for pet animals shall be made in advance.

7.3. Guide and assistant dogs travel free on Viking Line, and they must have a harness or blanket intended for the service. Guide and assistant dogs at service tasks may access almost all premises on board, also restaurants, but not cabins for people with allergies. A resting place can be found on board. The passenger shall note in their booking if they have a guide dog with them on the trip.

8. Luggage inspections

8.1. Bringing foods, such as sandwiches, food boxes, fast food or large quantities of fruit and vegetables to the ship and consuming them on board without a permission is not allowed.

8.2. Furthermore, it is not permitted to bring electric kettles, immersion heaters or other cooking equipment to the ship. Travel iron must not be brought either; an iron can be borrowed from the reception desk of the ship if needed. It is permitted to bring baby food and special foods for those with allergies. Baby food can be heated in the child care room or cafeteria in a microwave oven.

8.3. Alcohol must not be brought to the ship. Alcoholic beverages bought from the ship’s duty-free shop must not be consumed on board. If such behaviour is detected, the beverage will be confiscated.

8.4. A permit may be required for transporting animals. More information can be obtained from the Board of Agriculture of the destination country.

8.5. The passenger must not bring with them weapons, equipment or items that can be used for threatening life or that can cause damage to the ship, cargo or terminal. On request such items shall be given to the crew who will arrange their storage on board. If a passenger refuses to do that or show the content of their bag, their entry to the ship may be prevented. In such cases, no compensation can be obtained for the trip or other costs resulting from refusing entry to the ship.

9. Check-in

9.1. The check-in for persons and cabins starts approximately 1 hour and 30 minutes before the time of departure. Passengers travelling without a car must be ready to check-in at least 30 minutes before the departure time; in Tallinn — 45 minutes.

9.2. The closing of check-in and boarding:

• In Helsinki: 20 minutes before the departure time to Tallinn, 10 minutes before the departure time to other destinations (also applies to the sailings of Gabriella and Viking Cinderella to Tallinn).
• In Mariehamn: check-in closes 15 minutes before the departure time. Boarding closes 10 minutes before the departure time.
• In Långnäs: 10 minutes before the departure time.
• In Stockholm: 10 minutes before the departure time.
• In Tallinn: 20 minutes before the departure time.
• In Turku: 10 minutes before the departure time.

9.3. Viking Line recommends the passengers to arrive in the harbour 1 hour — 1 hour and 30 minutes before the time of departure, especially during the summer season, on holidays and at weekends.

9.4. There is a separate check-in counter for groups in some terminals. By presenting the booking number the group leader gets the boarding cards and vouchers for any additional service for the group. The group leader shall be at the group check-in 60 minutes before the time of departure at the latest.

9.5. Check-in for vehicles starts:

• In Helsinki 1 hour and 30 minutes before the time of departure;
• In Mariehamn 1 hour before the time of departure;
• In Långnäs 1 hour before the time of departure to Turku and 30 minutes before the time of departure to Stockholm;
• In Stockholm 1 hour and 30 minutes before the time of departure;
• In Tallinn 1 hour and 45 minutes before the morning departure and 2 hours before the evening departure;
• In Turku 1 hour and 15 minutes before the morning departure, 2 hours before the evening departure.

9.6. Vehicles that have a reserved place shall be checked in and ready to drive into the ship 30 minutes before the time of departure and in Tallinn 45 minutes before the time of departure. Vehicles that are over 2.4 metres high shall be checked in at least 45 minutes before the time of departure.

9.7. It must be possible to remove a load on the roof of a passenger car if required. Vehicles with no booking will be taken in, if there is space, in the order that they arrive in the harbour. Bicycles carried on the roof of a car shall be reported in advance.

9.8. Passengers on bicycle shall go to check-in in the same way as those travelling by car. Bicycles cannot be checked in in the terminal.

9.9. Car passengers who have bought a Pole Position shall be checked in and ready to drive into the ship 45 minutes before the time of departure. When Late Check-in is bought, the car shall be checked in on the Helsinki–Tallinn route no later than 20 minutes and on other routes no later than 15 minutes before the time of departure.

9.10. A vehicle that is not ready to drive into the ship within the given time limits shall have lost its reserved place. A vehicle on the queue list only has the right to a place if there is space on the ship.

10. Settling of disputes and applicable law

If a dispute concerning a maritime transport contract cannot be settled between the parties, a consumer has the right to refer the case to the Consumer Disputes Board for resolution. A consumer wishing to refer a case to the Consumer Disputes Board must first contact the Consumer Advisory Services. A passenger can also file a civil suit in their local District Court.

In connection with a complaint you can contact our feedback department. You can either write your feedback on an online form, send it by e-mail to feedback@vikingline.com or send it by post to Viking Line, Customer Relations, PB 166, AX-22101 Mariehamn, Åland, Finland.

Website of the ?onsumer Advisory Services: www.kkv.fi/en/consumer-advice.
Website of the Consumer Disputes Board: www.kuluttajariita.fi.
Address: Kuluttajariitalautakunta, Hämeentie 3, PB 306, 00531 Helsinki.

Disputes concerning this contract may be filed, as chosen by the plaintiff, in general courts in Sweden, Finland or Estonia. The place of jurisdiction shall decide which country’s law shall be applied.

See also the EU Regulation (1177/2010) concerning the rights of passengers when travelling by sea and inland waterway and the EU Regulation (392/2009) on the liability of carriers of passengers by sea in the event of accidents.