EU Regulation 1177/2010 – Passenger Rights
EU Regulation 1177/2010 applies in Norway through Section 418 a of the Norwegian Maritime Code and grants passengers rights in connection with transport by sea.
Assistance for persons with disabilities or reduced mobility
Passengers with disabilities or reduced mobility must not be discriminated against. Where necessary, they are entitled to free assistance during embarkation, disembarkation, and on board, insofar as this is practically possible. [2]
Delayed or cancelled departure – information
In the event of cancellation or delay, passengers must be informed no later than 30 minutes after the scheduled departure time. Updated information shall be provided as soon as it becomes available.
Delay or cancellation (pre-purchased ticket)
If the departure is cancelled or delayed by more than 90 minutes, the passenger may be entitled to assistance and a choice between re-routing or reimbursement. In the event of delayed arrival, the passenger may also be entitled to partial compensation. [3][4]
Complaints/compensation claims
Complaints or claims must be submitted within 2 months by email to Helgøy Skyssbåt AS at: post@helgoy.no
If the matter is not resolved, it may be referred to the Transport Appeals Board (Transportklagenemnda) after the carrier has first been contacted.
Contact information
Transportklagenemnda
Øvre Slottsgate 18–20, 0157 Oslo
Telephone: +47 22 54 60 00
The Norwegian Maritime Authority (national supervisory authority)
P.O. Box 2222, 5509 Haugesund
Telephone: +47 52 74 50 00
[1] Applies to journeys of more than 500 m with passenger vessels certified to carry more than 12 passengers, with more than three crew members, and falling within the scope of the Regulation.
[2] The right to assistance presupposes that the carrier has been notified of the journey and the specific need for assistance at least 48 hours before departure. If notification is not received within the deadline, the carrier shall nevertheless, as far as possible, provide assistance.
[3] These rights apply only after the passenger has purchased a ticket, and only if the ticket specifies a departure time.
[4] Rights in the event of delayed arrival do not apply when the delay is caused by weather conditions or other extraordinary circumstances. The right to assistance in the event of delay applies only to travel from a port terminal and does not apply to this vessel.