1. Scope
1.1. General terms and conditions for package travel
These terms and conditions apply to packages that cover a period of at least 24 hours or include overnight accommodation and are purchased primarily for private purposes, combining at least two of the following types of travel services: 1) carriage of passengers, 2) accommodation, 3) any other essential tourist service, provided that the package is sold or marketed in Finland.
1.2. Additional terms and conditions
The organiser has the right to supplement and add more details to the general terms and conditions of package travel, provided that the additional terms and conditions are not to the detriment of the traveller or in conflict with these general terms and conditions.
1.3.1. The organiser has the right to introduce special terms and conditions that deviate from these terms and conditions if the introduction of special terms and conditions can be justified due to the special nature of the trip, special regulations concerning the form of transport, special terms and conditions applicable to accommodation resulting from the special nature of the trip or special conditions at the destination. Any such special terms and conditions must not conflict with the provisions of the Act on Travel Service Combinations to the detriment of the traveller.
1.3.2. The organiser who applies special terms and conditions in the event of cancellations and charges the traveller for the actual costs of cancellations on that basis must, if requested by the traveller, provide an account of how the costs are split between the various components of the trip.
1.3.3. Luggage refers to all objects carried on the traveller'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 traveller keeps in the cabin, carries with them or otherwise has in their care, including live animals. That also includes goods carried in or on top of a vehicle.
1.3.4. The traveller 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 traveller shall inform Viking Line thereof before the beginning of the trip.
1.3.5. In conjunction with the booking, the following information shall be given on all travellers: all given names and surnames as they are spelled in the travel document, citizenship, travel document number, period of validity of travel document (date of issue/date of expiry), date of birth, selected cabin category, invoicing address, telephone number and e-mail address.
1.3.6. The minimum age limits on Viking Line travels are determined as follows:
The traveller shall always be able to verify 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 'Birka Gotland', where the minimum age limit is 20 years on all days and all sailings. If the traveller is unable to verify their age, Viking Line has the right to refuse their entry onto the ship.
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 present at check-in together and embark at the same time.
The minimum age limits on Viking Line cruises and hotel packages are determined as follows:
| Cruise |
Minimum age limit |
| Cruises on the Stockholm–Mariehamn–Helsinki route |
20 years, daily |
| Cruises on the Stockholm–Åland–Turku route |
20 years, daily |
| Cruises on the Stockholm–Mariehamn–Tallinn route |
20 years, daily |
| Offshore cruises from Stockholm |
20 years, daily |
| Offshore cruises on 'Birka Gotland' from Stockholm |
20 years, daily |
| Offshore cruises from Turku |
20 years, daily |
| Cruises from Helsinki to Tallinn |
18 years, daily |
| Offshore cruises from Helsinki and from Tallinn |
18 years, daily |
| Cruises from Tallinn to Helsinki |
16 years, daily |
| Offshore cruises from Ã…land |
20 years, daily |
| Seasonal Cruises |
20 years, daily |
|
| Travel with hotel accommodation |
Minimum age limit |
| Hotel packages |
18 years, daily |
The traveller shall be required to verify their age with a valid identity document. A traveller who is younger than the minimum age limit required for that cruise has the right to travel with their parent, guardian (incl. stepmother/stepfather), grandparent and siblings of their parents (e.g., 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 'Birka Gotland' sailings. If the traveller is unable to verify their age, Viking Line has the right to prevent their entry onto the ship.
When own parents (mother/father), guardian (also stepmother/stepfather) or grandparents are travelling with an underage traveller, a total of three friends of the child may travel together with the family. On 'Birka Gotland' sailings, 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 valid travel documents.
The minimum age limits in the nightclubs and dance floors on board Viking Line ships vary according to the route as follows:
- Stockholm–Mariehamn–Helsinki v.v.: the minimum age limit is 18 years from 23.00 (Finnish time) on the dance floor and in the nightclub.
- Stockholm–Turku v.v.: the minimum age limit is 18 years from 00.00 (Finnish time) on the dance floor and in the nightclub. In addition, in Club Vogue on 'Viking Grace'/Deck 10, the minimum age limit on Fri–Sat is 18 years from 21.00 (Finnish time).
- Helsinki–Tallinn v.v.: the minimum age limit is 13 years after 22.00 on the dance floor and in the nightclub. The minimum age limit is 18 years from 00.00 (local time) on the dance floor and in the nightclub.
- 'Birka Gotland' sailings: the minimum age limit is 18 years from 22.00 (Swedish time) on the dance floor, and in the nightclubs and bars.
When there is a show or a star artist is performing in a nightclub for children and youths, children and young people are allowed to attend with their parents. On board 'Viking Grace', attendance is permitted at Club Vogue on Deck 11, while on 'Viking Cinderella', it is permitted at Club Étage on Deck 9. After the show ends, everyone under 18 must leave the nightclub. Please note that this exception does not concern artist performances on 'Birka Gotland’ sailings.
The regulations also concern those under 18 with their guardian. The guardians are responsible for their underage children during the trip.
2. Package travel contracts and responsibility for delivering on contracts
2.1. Package travel contracts and responsibility for delivering on contracts
The organiser is responsible for ensuring that the travel package delivers what has been agreed with the traveller. The organiser is also responsible for any services they procure from service providers in order to deliver on the contract (such as transport operators and hotels).
The retailer is responsible for the information they provide to the traveller and for delivering on the contract in the same way as organisers, if the organiser is based outside the European Economic Area and the retailer cannot provide evidence of the organiser delivering on these responsibilities.
Prior to concluding the contract, the traveller must be given information on whether the organiser or the retailer has provided a security as referred to in the Finnish Act on Providers of Travel Service Combinations (921/2017) and whether the security covers the trip in question. Â
The traveller can report breaches of contract pursuant to these terms and conditions by contacting either the organiser or the retailer.
The complaints procedure is laid down in Section 12.6.
2.2. Content of contracts
2.2.1. Each trip must include the services and arrangements that have been agreed between the traveller and the organiser. The contract must cover all the terms and conditions supplied in writing or electronically before the conclusion of the contract, the standard information form and other information concerning the trip required under the Act on Travel Service Combinations and the Decree on Information to Be Provided to Travellers on Travel Service Combinations.
2.2.2. The realisation of specific requests cannot be guaranteed.
2.3. Travel documents and travel insurance
The organiser must provide the traveller with general information about the passport and visa requirements of the destination country prior to concluding the contract, including the average processing time for visa applications.
The traveller is responsible for observing the organiser’s instructions and ensuring that they have the necessary documents for their trip (e.g. passport, visa, vaccination certificates) and that these documents and tickets are correct and match each other. The traveller is also responsible for checking transport timetables. As long as the organiser has provided all the necessary information, they cannot be held liable for any loss incurred by the traveller if the traveller is unable to participate in all or part of the trip due to inadequate travel documents (e.g. a damaged passport) or not having or being denied a visa. A fee may be charged in conjunction with correction of data.
The organiser cannot be held liable for any voluntary insurance that the traveller may need for the trip. Instead, the traveller is responsible for obtaining insurance themself and for ensuring that it covers what is needed in the event of cancellations, for example.
Viking Line urges all travellers to ensure before concluding a contract on package travel that they have extensive travel insurance that covers persons and property and also includes cancellation cover before the trip.
2.4. Potential safety risks at the destination
The organiser must inform the traveller of any special risks relating to the trip and the general health regulations in force in the destination country prior to the trip. The traveller is responsible for obtaining any advice specific to their personal health concerns themselves. The traveller must be provided with instructions in the event of an illness, an accident or another similar event.
The safety of the traveller while abroad is primarily the responsibility of the traveller themselves and the authorities of the country in question. The traveller must take local conditions into consideration in their actions.
Key information about the safety and other characteristics of specific travel destinations is available on the websites of the Finnish Ministry for Foreign Affairs and the National Institute for Health and Welfare at um.fi and thl.fi. The traveller must read the information in order to familiarise themselves with local conditions at the destination.
2.5. The organiser's obligation to provide assistance
If the traveller falls ill, has an accident, becomes a victim of a crime or suffers other losses during the trip, the organiser must provide the traveller with information on health services, local authorities and consular assistance as well as access to a means of distance communication and help the traveller to make alternative travel arrangements and provide other necessary assistance without undue delay. The traveller will bear the costs of these, and any other special arrangements required by the circumstances (such as new transport, additional nights in a hotel and any additional costs incurred by the organiser) that the organiser makes to accommodate the traveller’s situation. If a situation such as that referred to in Section 10.1.b) arises during a trip, the organiser must provide the traveller with appropriate assistance and take any reasonable steps to limit the traveller's losses and inconvenience.
The organiser has the right to charge a reasonable fee for any such assistance provided if the traveller has caused the situation intentionally or through negligence. However, the fee must not exceed the actual costs incurred by the organiser from providing the assistance.
An organiser who does not have local staff available to assist travellers at the destination must provide the traveller, prior to the trip, with the name and contact details of the local representative of the organiser or retailer, or similar information about local points of contact that the traveller can turn to for assistance. In the absence of such a representative or point of contact, the traveller must be given information on how they can contact the organiser or retailer if necessary.
2.6. The traveller's responsibilities
2.6.1. The traveller must observe any instructions and orders regarding the execution of the trip given by the authorities, the organiser or the organiser's representatives, as well as any applicable hotel and transportation rules.
2.6.2. The traveller must not disturb other travellers by their conduct. A traveller who fails to observe these responsibilities risks losing their place on the trip or being repatriated prematurely. Such travellers will not be entitled to a refund, and they will bear all the costs of their return journey.
2.6.3. Viking Line reserves the right to refuse to carry a traveller who may cause undue expense to the shipping company or is in such a state that they may possibly damage another person's health or otherwise infringe on another person's rights. A traveller who is intoxicated or causes a disturbance can be removed both on the outbound and homebound journey. The traveller 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, at the terminals and on board ships.
2.6.4. Pet animals are not allowed. An exception is guide and assistant dogs, which travel free on Viking Line. The dogs must, however, have a harness or blanket intended for the service. Guide and assistant dogs at service tasks may access almost all premises on board, as well as restaurants, but not cabins for people with allergies. A pet toilet can be found on board. The passenger shall note in their reservation if they have a guide dog with them on their trip.
2.6.5. Bringing foods, such as sandwiches, food boxes, fast food or large quantities of fruit and vegetables onto the ship and consuming them on board without permission is not allowed. Furthermore, it is not permitted to bring electric kettles, immersion heaters or other cooking equipment onto the ship. A 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 childcare room or cafeteria in a microwave oven.
Alcohol must not be brought onto the ship. Alcoholic beverages bought from the onboard shops must not be consumed on board. If such behaviour is detected, the beverage will be confiscated.
The traveller must not bring with them weapons, equipment or items that can be used to threaten 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 for their storage on board. If a traveller refuses to do so or to show the contents of their bag, their entry onto the ship may be prevented. In such cases, no compensation can be obtained for the trip or other costs resulting from refused entry onto the ship.
2.6.6. The traveller is liable for any damage they cause intentionally or through negligence to the organiser or third parties, for example, by violating the provisions of Sections 2.6.1. and 2.6.2.
2.6.7. The traveller must provide the organiser with contact details where they may be contacted before and during the trip.
2.6.8. A representative of a traveller group must provide their group with all the information and documents required for the trip and the organiser with all necessary information and documents concerning the travellers. The organiser is deemed to have satisfied their duty to provide information by making the information concerning the trip available to the group's representative and does not need to provide the information to each individual traveller separately.
2.6.9. A representative of a traveller group can make changes to the group's reservations alone or together with the individual traveller requesting the changes.
2.6.10. The traveller shall always be aware of the countries whose citizens are required to have a valid passport or passport and visa as a travel document. Viking Line reserves the right to remove a traveller who does not have the necessary documents.
Persons under 18 who travel with a parent or guardian who has a valid travel document with a photo do not need to have a valid certificate of identity of their own. Viking Line nevertheless recommends that the guardian should also arrange valid travel documents for their underage children.
Persons under 18 travelling alone must always be able to present a valid travel document with a photo.
Travellers who are required to have a visa or residence permit shall always be able to present their travel document too. That also concerns persons under 18.
On trips to the Baltic states, all travellers, including underage ones, shall have a valid travel document. That also concerns cruises to Tallinn where travellers do not leave the ship. Travellers who are required to have a visa or residence permit shall always have their travel documents too. That also concerns persons under 18.
A national identity card refers to an identity document issued by the police/migration department in one of the EU countries. When travelling in the Schengen area, a national identity card serves as a valid travel document.
A temporary identity card, an identity card of a minor issued without the consent of the guardian or an identity card given to a foreign citizen shall not be accepted as a valid travel document.
Identity checks are performed in the harbours by Viking Line personnel, the port's security staff and the port authorities.
EU citizens do not need to carry a travel insurance card/certificate with them, but it is recommended to take the European Health Insurance Card or E111 certificate on any trip.
2.6.11. 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.
Check-in and boarding close 20 minutes before the departure time.
Viking Line recommends that travellers arrive in the harbour between 1 hour and 1 hour and 30 minutes before the time of departure, especially during the summer season, on holidays and at weekends.
There is a separate check-in counter for groups at some terminals. Upon presenting the booking number, the group leader shall receive the boarding cards and vouchers for any additional service for the group. The group leader shall present at the group check-in 60 minutes at the latest before the time of departure.
Check-in for vehicles starts:
- In Helsinki, 1 hour 30 minutes 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 Mariehamn, 1 hour before the time of departure;
- In Stockholm, 1 hour 30 minutes before the time of departure;
- In Tallinn, 1 hour 45 minutes before the morning departure and 2 hours before the evening departure;
- In Turku, 1 hour 15 minutes before the morning departure and 2 hours before the evening departure.
During the night, vehicle check-in for the Mariehamn–Stockholm sailing is conducted inside the terminal building.
Vehicles that have a reserved place shall be checked-in and ready to drive on board 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.
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 on board the ship, in the order that they arrive at the harbour. Bicycles carried on the roof of a car shall be reported in advance.
Travellers on bicycles shall go to check-in in the same way as those travelling by car. Bicycles cannot be checked-in at the terminal.
Car travellers who have bought a 'Pole Position' service shall be checked-in and ready to drive on board 45 minutes before the time of departure. When a 'Late Check-in' service is bought, the car shall be checked-in no later than 20 minutes before the time of departure.
A vehicle that is not ready to drive on board within the given time limits shall lose its reserved place. A vehicle on the waiting list only has the right to a place if there is space on the ship.
Viking Line can provide lashing straps and chocks during loading to passengers travelling with motorcycles. During the high season when many motorcycles are booked, many of the available straps may already be in use, which is why we recommend that passengers bring their own straps. It is the motorcycle rider's own responsibility to secure the motorcycle during the voyage.
2.6.12. The traveller or the representative of a traveller group is responsible for the accuracy of the information they provide to the organiser, such as the timing of the trip, the name/s, date/s of birth and other personal details of the traveller/s or any special requirements, and for providing the information on time. The organiser cannot be held liable for any losses resulting from inaccurate or incomplete information having been provided by the traveller or the representative of a traveller group.
2.6.13. The traveller may be held liable for any consequences and/or costs incurred from their use of the services or components included in the package in a manner that violates the package travel contract. For example, failure to use all or part of any transport services included in the package may cause the traveller to lose their right to some or all remaining services.
2.6.14. Passengers travelling to Ã…land must be ready to disembark at least 15 minutes before the ship's scheduled arrival. By this time, passengers must either be at their vehicle or waiting at the designated disembarkation point indicated on board.
3. Conclusion of the contract and payment
3.1. Viking Line confirms a competently made reservation with a booking confirmation.
3.2. The contract becomes binding once the initial payment is made to the organiser by the given due date.
3.3. The payments made are shown in the booking confirmation. No separate confirmation of payment shall be sent. If the traveller wishes to check their payments, they can do so in the 'My Booking' section. Please note, however, that it may take as long as four banking days before a payment through the bank has been made and shows in the reservation.
3.4. The total price of the package must be paid by the due date given by the organiser or by another agreed due date. Provided that they pay for the package, the traveller is entitled to receive their tickets and other documents relating to their trip well in advance of the trip.
3.5. Individuals and groups booking online must pay for their reservation at least 30 days before departure. When the reservation is made between 30 and 8 days before departure, the trip shall be paid in full within 24 hours. If the day of departure is less than 7 days away from the booking date, the reservation shall be paid immediately. Reservations that have not been paid on time shall be cancelled automatically.
3.6. Please note that there may be different terms of payment for charter sailings and special cruises.
3.7. Those travelling on Viking Line can buy cancellation cover. Cancellation cover entitles the purchaser to cancel the trip free of charge up to 24 hours before departure. Further information and the price breakdown of cancellation cover can be viewed in the 'Good to know' and 'Ticket payment terms' sections. Please note that cancellation cover cannot be bought for charter sailings.
3.8. A handling fee per reservation shall be added if the trip is paid at a Viking Line Travel Shop or at the harbour terminal. No additional fee shall be charged if the trip is paid through the 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 reservation at check-in.
| Handling fee |
Place of payment |
| EUR 7 |
Harbour terminals in Finland |
| EUR 5 |
Travel Shop and harbour terminals on the Ã…land Islands |
| EUR 7 |
Harbour terminal in Tallinn (only if the ticket is paid for at check-in) |
| SEK 70 |
Harbour terminal in Stockholm |
3.9. If the traveller fails to pay the full price of the trip as per agreement, the organiser has the right to cancel the contract and keep the booking fee as compensation for damage unless it is unreasonable.
4. The traveller's right to cancel the booking before the start of the trip
4.1.1. If a booked trip cannot be taken, it shall be altered or cancelled as soon as possible. If the reservation also includes a bus connection, the time of departure shall be calculated from the departure of the bus. A trip can be cancelled in the 'My Booking' section or through Customer Service. Travellers who fail to show up for their trip at the appointed time without cancelling their reservation or who are unable to attend the trip due to missing documents for which the traveller is responsible, such as their passport, visa, travel document, proof of identity or vaccination certificate, will not be entitled to a refund.
4.1.2. If the price of a package is based on two or more travellers sharing a room or an apartment and one of the travellers cancels their booking, the organiser has the right to charge for the cancellation as per Sections 4.2., 4.3., and 4.4. as well as for any costs incurred from the accommodation not being used in full. Liability for the aforementioned costs will be shared between the traveller who cancels their reservation and the other travellers in the group. The organiser and the travelling entourage can agree to deviate from the above by finding accommodation that is more suitable for the remaining travellers, in which case the travellers attending the trip will bear any additional costs incurred.
4.2. Cancellation of trips according to the terms and conditions (1)
4.2.1. The booking confirmation specifies the terms and conditions applicable to the reservation. When altering the payment method or details of the booking, the terms and conditions of the reservation may be subject to change. The most recent version of the confirmation shall prevail. These conditions apply to reservations containing 1–30 people, provided none of the criteria under Conditions (2) are met. Please see the Conditions (2) stated in 4.3 for reservations containing more than 30 people, reservations that include conference services, reservations paid by invoice, reservations for companies with annual agreements and reservations containing more than 5 hotel rooms. The cancellation terms for reservations that include a holiday cottage rental are outlined in Section 4.4.
4.2.2. The traveller has the right to cancel the trip and refund its cost. When such a trip is altered or cancelled, a cancellation fee is subject to the following conditions:
| Cancellation |
Cancellation fee |
| 30–15 days before the trip |
A fee of 10% of the total cancelled part, subject to a minimum of EUR 20 or SEK 200 |
| 14–1 day before the trip |
25% of the total cancelled part, subject to a minimum of EUR 20 or SEK 200 |
| Less than 24 hours before the trip |
95% of the total cancelled part, subject to a minimum of EUR 20 or SEK 200 |
As an exception, tickets for route traffic on the Helsinki–Tallinn v.v. route can be altered or cancelled up to 24 hours before departure without incurring additional charges. This exception does not apply to cruises and other trips.
The deduction does not apply if the passenger has cancellation cover and the trip is cancelled no later than 3–24 hours before departure: a deadline for route traffic on the Helsinki–Tallinn v.v. route is 3 hours if the booking does not include a hotel; a deadline for other types of travel is 24 hours. The passenger also has the right to change the travel date no later than 24 hours before departure for an alternative trip to be taken within 12 months. If the passenger changes the travel date, no deductions will be made. If the reservation includes a connection with a bus service, the departure time is calculated from the moment the bus departs.
Different conditions may also apply on special sailings. The exact conditions are stated in the booking confirmation.
4.2.3. Please note that charters and trips that include tickets for theatre and opera performances, concerts and other events may have different conditions for refunds, as stated in the confirmation. When such a trip is altered or cancelled, a cancellation fee is subject to the following conditions:
| Cancellation |
Cancellation fee |
| More than 45 days before the trip |
Administrative costs |
| 45–21 days before the trip |
A fee of 25% of the total cancelled part |
| 20–7 days before the trip |
50% of the total price of the trip |
| 6–3 days before the trip |
75% of the total price of the trip |
| Less than 72 hours before the trip |
95% of the total price of the trip |
Different conditions may also apply on special sailings. The exact conditions are stated in the booking confirmation.
4.3. Cancellation of trips according to the terms and conditions (2)
4.3.1. The booking confirmation specifies the terms and conditions applicable to the reservation. When altering the payment method or details of the booking, the terms and conditions of the reservation may be subject to change. The most recent version of the confirmation shall prevail. These conditions apply to reservations containing more than 30 people; reservations that include conference services, reservations paid by invoice, reservations for companies with annual agreements and reservations containing more than 5 hotel rooms. For other reservations, please see the Conditions (1) stated in 4.2. The cancellation terms for reservations that include a holiday cottage rental are outlined in Section 4.4.
4.3.2. When such a trip is altered or cancelled, a cancellation fee is subject to the following conditions:
|
1–99 people:
|
| Cancellation |
Cancellation fee |
| 30–21 days before the trip |
A fee of 25% of the total cancelled part |
| 20–3 days before the trip |
50% of the total cancelled part |
| Less than 72 hours before the trip |
95% of the total cancelled part |
|
100–499 people:
|
| Cancellation |
Cancellation fee |
| More than 45 days before the trip |
Administrative costs |
| 45–21 days before the trip |
A fee of 25% of the total cancelled part |
| 20–3 days before the trip |
50% of the total cancelled part |
| Less than 72 hours before the trip |
95% of the total cancelled part |
4.3.3. Changing rights of reservations with terms and conditions (2) are stated in Section 7.2.
4.4. Cancellation of trips that include a holiday cottage rental
4.4.1. If the trip includes a holiday cottage rental, a cancellation fee is subject to the following conditions:
| Cancellation |
Cancellation fee |
| More than 45 days before the trip |
Administrative costs |
| 45–21 days before the trip |
A fee of 25% of the total cancelled part |
| 20–8 days before the trip |
50% of the total cancelled part |
| 7–3 days before the trip |
75% of the total cancelled part |
| Less than 72 hours before the trip |
95% of the total cancelled part |
4.4.2. Viking Line urges the traveller to take out travel insurance that includes cancellation cover in case of illness or accident. A handling fee is not refunded.
4.5. Refund for trips according to the terms and conditions (1)
4.5.1. In case of a cancellation, it is possible to apply for a refund within 12 months from the original date of travel. In regard to redeeming or refund of the ticket, the cancellation fee according to 4.2. will be charged.
4.5.2. If a trip is cancelled less than 24 hours before departure, 95% of the total cancelled fee shall be charged as a cancellation fee.
4.5.3. A refund request can be lodged in connection with an online cancellation or afterwards in the 'My Booking' section. You can also apply for refund by e-mail: individual.sales@vikingline.com. In order to process the refund, the booking number and bank details must be provided, such as the IBAN account number and BIC/SWIFT code. Refunds will be processed back to the same credit card or bank account used for payment at the time of booking after a refund request has been submitted. If the trip was booked through a travel agency, the refund shall be paid to the travel agency from where the trip was bought. Unclaimed funds cannot be transferred to another person.
4.5.4. As an alternative to refunding amounts for a cancelled trip, a traveller in certain cases may choose to deposit the funds at no cost in order to book a new trip within 12 months from the date of cancellation. When a traveller cancels a trip and then books a new one, the balance does not automatically transfer to the new reservation. In such cases, it is possible to use the deposited funds to make a new reservation by providing the cancelled booking number in the 'My Booking' section or by contacting Customer Service. Unclaimed funds cannot be transferred to another person.
4.5.5. Unused funds will expire if not used within 12 months. Refund amounts of less than EUR 20 or SEK 200 will not be paid but instead will be reserved in the passenger's account for 12 months. In this case, no fees will be deducted from this amount.
4.5.6. Please note that there are different conditions for a refund on trips that include a holiday cottage rental (Section 4.4.), and on special cruises, charters and trips that include theatre tickets, opera, concerts and other event tickets (Section 4.2.3.).
4.6. Refund for trips according to the terms and conditions (2)
4.6.1. In case of cancellation, it is possible to apply for a refund within 12 months from the original date of travel. In regard to redeeming or refunding of the ticket, the cancellation fee according to 4.3. will be charged. This deduction will not be made if the trip is changed for another Viking Line trip without a refund within 12 months. Handling fees and cancellation cover are non-refundable.
4.6.2. If a trip is cancelled less than 72 hours before departure, 95% of the total cancelled fee shall be charged as a cancellation fee.
4.6.3. A refund request can be lodged in connection with the cancellation. It is also possible to apply for a refund by e-mail: international.sales@vikingline.com. In order to process the refund, the booking number and bank details must be provided, such as the IBAN account number and BIC/SWIFT code. Refunds will be processed back to the same credit card or bank account used for payment at the time of booking after a refund request has been filed. If the trip was booked through a travel agency, the refund shall be paid to the travel agency from where the trip was bought. Unclaimed funds cannot be transferred to another person.
4.6.4. As an alternative to refunding amounts for a cancelled trip, a passenger in certain cases may choose to deposit the funds at no cost in order to book a new trip within 12 months from the date of cancellation. When a passenger cancels a trip and then books a new one, the balance does not automatically transfer to the new reservation. In such cases, it is possible to use the deposited funds to make a new reservation by contacting Customer Service. Unclaimed funds cannot be transferred to another person.
4.6.5. Unused funds will expire if not used within 12 months. Refund amounts of less than EUR 20 or SEK 200 will not be paid but instead will be reserved in the passenger's account for 12 months. In this case, no fees will be deducted from this amount.
5. The traveller's right to cancel their booking before the start of the trip due to changes made by the organiser or conditions at the destination
5.1. The traveller has the right to cancel their booking if:
a) the organiser makes substantial changes to the travel arrangements. Substantial changes include, for example, a change in transportation that results in a considerably longer travel time, changes to departure and arrival times that cause considerable inconvenience or extra costs to travellers due, for example, to having to rearrange their transport or accommodation, a daytime flight being replaced by a night-time flight (an afternoon arrival time is replaced by an arrival time after midnight), a change of destination or a change that significantly decreases the standard of accommodation, as well as substantial changes in the nature of the trip, such as a trip having been advertised as accessible for disabled passengers not turning out to be so; or
b) they have reason to believe that the organiser's ability to perform the trip as agreed has been significantly compromised after the conclusion of the contract due to war having broken out at the destination or in its vicinity or other serious security issues, such as terrorism or a natural disaster such as flooding, an earthquake or weather conditions, workers' strikes, significant risks to human health, such as the outbreak of a serious disease at the destination, or other similar circumstances, or if the trip cannot be run without endangering the traveller's health or life for some other unexpected reason.
The traveller's right to cancel the booking depends on the official view of Finnish authorities on the situation or official reporting by a Finnish mission, for example; or
c) the dates or times of the trip change
- by more than 24 hours in the case of trips lasting at least seven days;
- by more than 12 hours in the case of trips lasting between two and six days;
- the traveller's right to cancel trips lasting less than two days is assessed case by case; or
d) they have strong reason to believe that the organiser will otherwise fail to deliver on some essential element of the contract.
5.2. The organiser must inform the traveller of any changes by means of a durable medium, and the notice must explain what changes the organiser intends to make, whether the changes will affect the standard of the package or lower its value, the amount of any discount given to the traveller due to the changes and whether the changes entitle the traveller to cancel their booking.
5.3. A traveller who wishes to cancel their booking must communicate their request to the organiser without undue delay. A traveller who does not inform the organiser of their wish to cancel their booking by a reasonable deadline, given in the notice of changes, is deemed to have accepted the proposed changes.
5.4. The traveller's right to cancel their booking due to price increases is established in Section 8.4.
5.5. If a traveller cancels the trip in accordance with Section 5.1., they are entitled to another package trip of the same or higher value, if the organiser is able to offer such a trip. If the traveller accepts a replacement trip of a lower value, they are entitled to receive compensation amounting to the price difference.
5.6. A traveller who cancels their booking in the aforementioned circumstances is entitled to a refund of the price of the package without undue delay and in any case within 14 days of the cancellation. However, a cancellation fee will be charged if the traveller was aware of the circumstances referred to in Section 5.1.b) when the contract was concluded.
5.7. Provisions for refund are set forth in Sections 4.5. and 4.6. Travellers who cancel their reservation due to the reasons listed in Sections 5.1.a), 5.1.c) or 5.1.d) are also entitled to compensation for any amounts they have spent on their trip that have become worthless due to the cancellation, unless the changes are due to circumstances that are beyond the organiser's or their subcontractors' control.
6. The traveller's right to interrupt the trip and terminate the contract during the trip
6.1. The traveller has the right to interrupt the trip if:
a) the performance of the travel arrangements is faulty to the point that the trip does not satisfy its original purpose; or
b) a situation referred to in Section 5.1.b) arises during the trip and the traveller was not aware of the conditions at the destination when the contract was concluded.
6.2. A traveller who interrupts their trip or terminates the contract is entitled to a refund of the price of the package and any other payments made to the organiser. Any services provided by the organiser that have benefited the traveller (e.g. any portions of a trip consisting of several parts, any meals served during the trip or tickets used by the traveller) will be taken into account when calculating the refund.
6.3. If necessary, the organiser must arrange and pay for the return journey of any traveller who wishes to terminate the contract on the grounds of Section 6.1.a). In such circumstances, the traveller must be able to return home using the same form of transport as originally agreed and to the same location from which they departed or another location as agreed.
6.4. A traveller who wishes to interrupt their trip due to the circumstances referred to in Section 6.1.b) and whom the organiser fails to assist in arranging their return journey pursuant to Section 2.5 has the right to make their own arrangements. However, in such circumstances, the traveller must strive to limit the costs and other losses to be borne by the organiser.
6.5. If a traveller terminates the contract due to a cancelled trip or because departure from the port has been delayed by more than 90 minutes, the traveller shall be reimbursed the sum paid according to the contract within 7 days from terminating the contract.
6.6. The traveller's right to compensation is discussed in Section 16.
7. The traveller's right to request changes to the contract and transfer the package to another traveller
7.1. Changing a trip according to the terms and conditions (1)
7.1.1. Changes to a trip shall be made no later than 24 hours before departure. If the trip also includes a bus connection, the time of departure shall be calculated from the departure of the bus. Cancellation or changes can be made in the 'My booking' section or through Customer Service.
7.1.2. Changing the trip means changes to the date, route, number of travellers, places for vehicles, etc.
7.1.3. No fee shall be charged for changes to the booking, but the traveller may incur additional costs for changes to the contract from the trip organiser or elsewhere.
7.2. Changing a trip according to terms and conditions (2)
7.2.1. It is possible to make changes to the date, destination or hotel for reservations with terms and conditions (2) until 45 days before the trip. Possible price differences and administrative costs shall be charged. Changes may also be made less than 45 days before the trip, if the organiser agrees. The organiser reserves the right to consider such changes as the cancellation and booking of a new trip.
7.2.2. Other changes may be made by consent of the organiser.
7.2.3. Personal details may be changed up until seven days before the trip.
7.3. Transfer of travel to another person
7.3.1. The traveller has the right to change the passenger information in the reservation or transfer their contractual rights to a person who fulfils the conditions for participating in the trip. A transfer or change of information shall be notified to the organiser no later than seven days before the start of the trip. The information can also be given later, unless it gives rise to an unreasonable inconvenience for the organiser. The transfer and transfer recipient are responsible in solidarity for the payment of the trip's price and the compensation to the organiser.
8. Changes to prices
8.1. The organiser has the right to increase the price of the package and a duty to lower the price after the conclusion of the contract on the following grounds:
a) Changes in transport costs due to fuel and other energy prices; or
b) Changes in taxes or third-party charges that affect the price of the package, such as airport or seaport charges or taxes in the destination country or city. Both domestic taxes and charges and taxes and charges levied by the authorities of the destination country are taken into account; or
c) Changes in currency exchange rates that affect the price of the package, determined on the basis of the exchange rate in force six weeks before the start of the trip. The reference exchange rate is the rate that the organiser has given as the basis for their prices. If the exchange rate on which prices are based has not been specified, the reference exchange rate is the rate of the day when the contract was concluded.
8.2. Price increases must not exceed the increase in costs. The organiser must inform the traveller of the new price as soon as possible and provide an explanation as to why the price has changed and identify the components of the package affected by the change.
8.3. The traveller must be informed of the price increase by means of a durable medium at least 20 days before the start of their trip.
8.4. If the price of a traveller's package is increased by more than 8%, calculated as referred to in Section 8.2. after the conclusion of the contract, the traveller has the right to terminate the contract. The traveller must notify the organiser of their wish to terminate the contract by a reasonable deadline given by the organiser or, if no deadline has been set, within seven days of the traveller receiving notice of the price increase. Notices sent electronically are deemed to have been received on the day they were sent. Â If no other evidence can be presented of the date on which a communication was received, notices sent by post are deemed to have been received on the seventh day after they were sent.
A traveller who cancels their contract is entitled to be refunded any amounts they have paid without undue delay and in any case within 14 days of the cancellation. The traveller's right to compensation is laid down in Section 16.
8.5. The organiser must reimburse the traveller for any decrease in the cost of the package due to the circumstances referred to in Sections 8.1.a)–8.1.c) before the start of the trip. The organiser has the right to deduct any administrative costs incurred from the refund.
9. Changes to the package travel contract introduced by the organiser
9.1. The traveller is not entitled to cancel their contract or to receive a price reduction or compensation in the event that the organiser introduces minor changes to the package travel contract before the start of the trip. Minor changes include changes that the traveller can reasonably be expected to have foreseen due to the nature of the destination or the trip, such as the cancellation of one excursion, if the package includes several excursions. Changes introduced by the organiser that entitle the traveller to cancel their trip are listed in Section 5.1.
9.2. The traveller has a duty to pay the price of the package and any other agreed charges if the changes introduced by the organiser are not minor pursuant to Section 9.1. or such that entitle the traveller to cancel the trip pursuant to Section 9.2. However, the provisions laid down in Sections 15 and 16 on the traveller's right to a price reduction and compensation apply.
9.3. The organiser must inform the traveller of any changes by means of a durable medium in a clear, comprehensible and prominent manner.
9.4. In the event of any changes, such as schedule changes, the principal passenger who made the reservation shall be informed by telephone, e-mail or SMS, and they shall undertake to inform the other passengers about the changes.
9.5. Instead of cancelling a trip or a series of trips due to low demand, the organiser has the right to run the trip by changing the form of transport, route and/or timetable as long as these changes do not significantly affect the nature of the trip. The traveller must be informed of such changes:
- at least 20 days before the start of the trip in the case of trips lasting more than six days;
- at least seven days before the start of the trip in the case of trips lasting between two and six days;
- at least 48 hours before the start of the trip in the case of trips lasting less than two days.
The aforementioned changes may entitle the traveller to a price reduction and/or compensation pursuant to Sections 15 and 16.
10. The organiser's right to cancel or interrupt a trip
10.1. The organiser has the right to cancel a trip if:
a) not enough people have signed up for the trip, and the organiser has specified that the performance of the trip is subject to demand in the documentation provided to the traveller beforehand (e.g. the programme or other documentation). A minimum number of participants can be set for individual trips or series of trips to a particular destination. Travellers must be informed of such cancellations:
- at least 20 days before the start of the trip in the case of trips lasting more than six days;
- at least seven days before the start of the trip in the case of trips lasting between two and six days;
- at least 48 hours before the start of the trip in the case of trips lasting less than two days.
b) the organiser's ability to perform the trip as agreed has been significantly compromised after the conclusion of the contract due to war having broken out at the destination or in its vicinity or other serious security issues, such as terrorism or a natural disaster such as flooding, an earthquake or weather conditions, workers' strikes, significant risks to human health, such as the outbreak of a serious disease at the destination, or other similar circumstances, or if the trip cannot be run without endangering the traveller's health or life for some other unexpected reason. Such reasons also include interruptions in the supply of essential services, such as electricity or water, at the destination due to a natural disaster or workers' strike, for example.
The traveller must be informed of such cancellations as soon as possible.
10.2. If circumstances such as those referred to in Section 10.1.b) arise during a trip, the organiser has the right to interrupt the trip and make any other necessary changes to the programme. In such circumstances, the organiser must, after their return home, reimburse the traveller without delay for the price paid for any components of their package that were not delivered.
10.3. An organiser who cancels a trip must refund the traveller within 14 days of the cancellation.
11. The organiser's right to terminate a contract
The organiser has the right to terminate a traveller's contract if the traveller fails to pay for all or part of their package by the agreed due date. The due date must be reasonable. The document in which the due date is specified must explain the organiser's right to terminate the contract on the grounds of non-payment.
12. Breach of contract and complaints
12.1. The organiser is deemed to be in breach of the contract if:
a) the services or other arrangements associated with a trip do not correspond to what has been agreed or what can be deemed to have been agreed; or
b) they fail to provide the traveller with all the information required under the Act on Travel Service Combinations concerning the terms and conditions applicable to the trip, the contents of the package, the necessary travel documents, applicable health regulations, transport links and timetables as well as other necessary information such as instructions in the event that a traveller falls ill, has an accident or encounters other similar difficulty and this can be deemed to have affected the traveller's decision-making process; or
c) they fail to provide assistance pursuant to Section 2.5.
12.2. The traveller must be prepared for reasonable changes to transport timetables. Changes to transport timetables that do not result in a traveller's stay at the destination being shortened or lengthened by more than four hours in the case of trips lasting between two and five days, by more than five hours in the case of trips lasting between five and eight days or by more than eight hours in the case of trips lasting more than eight days do not constitute a breach of contract. In the case of trips lasting less than two days, what constitutes a breach of contract is assessed case by case.
12.3. The times for outbound and homebound journeys are preliminary. The organiser shall specify the departure times as soon as possible and no later than 20 days before the departure.
12.4. A traveller failing to take advantage of some or all of the transport or other services included in the package does not constitute a breach of contract on the part of the organiser.
12.5. Complaints. A traveller who wishes to complain about a breach of contract by the organiser after the trip must notify the organiser or the retailer of their complaint within a reasonable period of time from when they notice or should have noticed the breach. A traveller who notices a breach of contract that can be remedied during the trip must alert the organiser or retailer as soon as possible.
Unless the breach of contract requires immediate remedial action, the traveller must allow a reasonable period of time for the breach to be rectified. What constitutes a reasonable period of time depends on the duration of the trip, the destination and other factors relating to the nature of the trip.
However, the above does not prevent the traveller from filing a complaint if the organiser or a trader used by the organiser for assistance in delivering on the contract has acted with gross negligence or in bad faith.
12.6. The traveller shall always notify Viking Line in writing after being informed about circumstances that possibly entitle them to present a claim for compensation.
12.7. In case of obvious damage to luggage, for hand luggage the passenger shall inform Viking Line about the damage in writing before disembarkation and for other luggage before or in connection with their handing over.
12.8. In case of damage to luggage that is not clearly visible or a loss of luggage, the traveller shall inform Viking Line about the damage or loss within 15 days from the date of disembarkation or handing over of goods or the date on which the goods should have been handed over.
12.9. If the traveller fails to follow the above-mentioned directions, they shall be considered to have received the luggage undamaged, unless otherwise proven. It is not necessary to provide a written report if the condition of the luggage was checked or inspected together upon receipt.
13. Rectifying breaches of contract
13.1. Organisers must rectify any breaches of contract immediately or, if immediate remedial action is not necessary, by a reasonable deadline set by the traveller and in a manner that does not result in the traveller incurring any costs or major inconvenience. What constitutes a reasonable deadline for rectifying breaches of contract depends on the nature of the breach and its effect on the traveller as well as the organiser’s possibilities of rectifying the breach.
The traveller may be entitled to a price reduction covering the duration of the breach pursuant to Section 15 and to compensation pursuant to Section 16 despite the organiser’s remedial action.
13.2. The organiser cannot be expected to rectify a breach of contract if remedial action is impossible or would result in the organiser incurring unreasonable costs. What constitutes unreasonable costs depends on the scale of the breach and the value of the affected travel services.
13.3. If an organiser decides not to rectify a breach of contract or fails to take immediate remedial action if immediate remedial action is required or fails to rectify the breach by the deadline set by the traveller, the traveller has the right to take action themselves. In such circumstances, the traveller is entitled to be reimbursed for any costs incurred from the remedial action taken.
The organiser is not required to reimburse the traveller for costs incurred by them from rectifying a breach of contract by the organiser if the costs are unreasonable. An organiser who refuses to rectify a breach of contract pursuant to this section has a duty to provide the affected traveller with a price reduction and compensation pursuant to Sections 15 and 16.
14. Provision of alternative services during a trip
If a significant portion of travel services included in a traveller's package cannot be provided as agreed during a trip, the organiser must make alternative arrangements to complement the package without the traveller incurring any additional costs. Such alternative services must, where possible, be of at least the same standard as the agreed travel services. The organisers' duty to make alternative arrangements also applies in cases where a traveller cannot be returned to their original departure location as agreed.
If the alternative arrangements lower the value of the package compared to what was agreed in the package travel contract, the organiser must give the traveller an appropriate price reduction.
The traveller has the right to turn down any alternative arrangements offered if they differ considerably from what was agreed in the package travel contract or if the price reduction offered by the organiser is not proportionate to the impact of the change. A traveller who exercises their right to turn down alternative arrangements or to whom no alternative arrangements can be offered has the right to an appropriate price reduction and compensation even if they do not terminate the contract. If the traveller's package includes a return journey home, the organiser must arrange for the traveller to be repatriated in the manner agreed in the contract without undue delay and without the traveller incurring any additional costs.
A traveller who turns down alternative arrangements offered by the organiser without a justifiable reason as referred to above will not be entitled to compensation or a price reduction.
15. Price reduction
If an organiser fails to rectify a breach of contract without delay or if the breach cannot be remedied, the traveller is entitled to a price reduction proportionate to the impact of the breach unless the organiser can prove that the breach was caused by the traveller.
No price reduction is necessary if the breach only has a minor impact considering the entire package. The price reduction depends on the total price of the package rather than the price of the individual service affected by the breach. The traveller's personal needs and any special requests expressed in connection with concluding the contract can also be taken into account when assessing the impact of the breach.
16. Compensation
16.1. The traveller is entitled to compensation for any losses incurred by them because of a breach of contract by the organiser. The organiser must pay the compensation without undue delay.
However, the right to compensation is forfeited if the organiser can demonstrate that
a) the breach of contract was due to the traveller;
b) the breach was due to third parties who are unrelated to the provision of travel services, and it could not reasonably have been foreseen or prevented;Â
c) the breach was due to the kinds of unavoidable and extraordinary circumstances referred to in Section 16.14.
16.2. The traveller can be compensated, for example, for any additional costs incurred by them due to a breach of contract and for any amounts they have spent on their trip that have become worthless, as well as any loss of income due to a delayed return home, additional costs incurred from having to arrange additional overnight accommodation as well as any loss of enjoyment from the holiday or trip. Compensation for the loss of enjoyment will only be paid in the case of a serious breach of contract by the organiser.
16.3. If Viking Line or another party for which Viking Line is responsible is guilty of error or neglect, Viking Line shall be liable to compensate the damage which has been caused by the death or injury of a traveller, or damage caused to the traveller's luggage. The same applies to damage caused by the traveller or their luggage being late.
16.4. A traveller who is injured or whose hand luggage has been lost or damaged in a manner other than a maritime accident is reminded about the obligation to show that the damage is due to an event that has occurred during the trip, the extent of the damage and that the damage or loss has been caused by Viking Line's error or neglect. That is not valid, however, in connection with a maritime accident.
16.5. Viking Line is not obliged to compensate for cash money, securities, art objects or other particularly valuable luggage unless Viking Line puts the property in special storage.
16.6. The traveller is entitled to compensation for the loss of their luggage, if the traveller not having access to their luggage must be deemed to have inconvenienced them, considering the length of the delay and other circumstances.
16.7. The traveller must take any reasonable steps to mitigate their losses. The organiser cannot be held liable for losses resulting from the traveller's own actions.
16.8. Compensation in the event of losses incurred during transport by air, sea or rail will be calculated based on the rules or contracts applied by the transport operator to their services. The organiser's liability for damages in the context of transport is governed by the applicable provisions of the Finnish Maritime Act (674/1994) or Regulation (EC) No 392/2009 of the European Parliament and of the Council on the liability of carriers of passengers by sea in the event of accidents or the 2002 Protocol to the 1974 Athens Convention relating to the carriage of passengers and their luggage by sea (TrS 70/2017).
16.9. The amount of compensation payable to the traveller depends on the amount of losses incurred by them and is in all cases limited to three times the price of their package. However, this limitation of liability does not apply in the event of personal injury or other losses caused intentionally or through negligence.
16.10. The traveller has a statutory deductible for loss or damage of luggage and vehicles up to the following limits:
a) SDR 330 for each damaged vehicle
b) SDR 149 for 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.
16.11. 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.
16.12. To be eligible for compensation, the traveller must demonstrate that the organiser has committed a breach of contract and that the losses are directly attributable to the breach. The burden of proof regarding the number of losses also rests with the traveller.
16.13. The traveller's liability for damages payable to the organiser is laid down in Section 2.6.6.
16.14. Unavoidable and extraordinary circumstances. The organiser cannot be held liable for any losses resulting from unavoidable and extraordinary circumstances that are beyond the organiser's control and the consequences of which could not have been avoided even if all reasonable steps had been taken. Such unavoidable and extraordinary circumstances include, for example, orders by the authorities, airspace restrictions, war, other serious security issues, such as terrorism, serious unrest, significant risks to human health, such as the outbreak of a serious disease at the destination, or natural disasters such as flooding, earthquakes or weather conditions that make travelling to the destination in a safe manner as specified in the package travel contract impossible or that otherwise significantly impede running the trip as agreed. Such circumstances also include interruptions in the supply of essential services, such as electricity or water, due to a natural disaster or workers' strikes, for example.
16.15. If a traveller's return home cannot be arranged as planned due to unavoidable and extraordinary circumstances, the organiser has a duty to cover any costs of up to three nights' stay in alternative accommodation, where possible, of the standard specified in the package travel contract if the transport operator does not provide accommodation.Â
16.16. The aforementioned limitation of liability does not apply in the case of disabled passengers and their caregivers, pregnant women, unaccompanied minors or individuals who require specialist medical care, provided that the organiser was informed about the traveller's need for special assistance at least 48 hours before the start of the trip.
16.17. Organisers cannot limit their liability for a traveller's delayed return home on the grounds of unavoidable and extraordinary circumstances, if the transport service provider in question is prevented by applicable European Union laws from denying liability in such circumstances.
17. Booking errors
The organiser must without undue delay reimburse the traveller for any losses incurred because of a technical fault in the organiser's booking system or an error made during the booking process.Â
However, the traveller is not entitled to compensation if the booking error is due to the traveller or the kinds of unavoidable and extraordinary circumstances referred to in Section 16.14.
Booking errors may be attributable to the traveller, for example, if they provide the organiser with incorrect or incomplete information concerning themselves or the trip. The traveller also has a general duty of care to check all provided documents, such as the booking confirmation letter, and to notify the organiser or retailer of any missing information or mistakes as soon as possible. Â Any failure by a traveller to check the documents may be considered when calculating the amount of compensation payable to the traveller for any losses incurred.
18. Deduction of compensation paid under other laws
Any price reduction given or compensation paid to a traveller pursuant to European Union laws governing the rights of travellers or international conventions will be deducted from any compensation payable pursuant to these terms and conditions.
The traveller has a duty to declare any compensation they have received because of breaches of the package travel contract from other parties to the organiser or retailer.
19. Claims for damages
19.1. The procedure for filing complaints concerning breaches of contract by the organiser is laid down in Section 12.6.
19.2. Claims for damages must be made in writing and within a reasonable period of time.
19.3. Any demands concerning damage that occurred during sea transport shall lapse unless action is filed against Viking Line in lawful order in the following cases:
a) 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 years after disembarkation.
b) a claim for compensation concerning loss of or damage to luggage, including hand luggage, within two years from the date on which the goods were brought to land or, if the goods were lost during the trip, from the date on which they should have been brought to land.
20. Disputes
If a dispute concerning a package travel 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 who wishes to refer a case to the Consumer Disputes Board must first contact the Consumer Advisory Services. A consumer can also file a civil suit in a district court in Sweden, Finland or Estonia.
In regard to a complaint, it is possible to contact Viking Line's feedback department. It is possible to submit the feedback either in writing through 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, Ã…land, Finland.
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 EU Regulation No 1177/2010 concerning the rights of passengers when travelling by sea and inland waterway and EU Regulation No 392/2009 on the liability of carriers of passengers by sea in the event of accidents.
