P&O Ferries' terms of business.
terms & conditions
P&O Ferries' terms of business.
Tourist Terms of business
These Terms of Business apply to your contract with us. We believe that they are fair and clear. PLEASE READ THEM CAREFULLY.
1. Your contract with us
(i) The following definitions apply to the Terms of Business.
“Irish Sea routes” means sailings between Larne and Cairnryan/Troon and Liverpool/Dublin or any other routes that may be operated by us across or around the Irish Sea.
“North Sea routes” means sailings between Hull and Rotterdam/Zeebrugge or any other routes that may be operated by us across or around the North Sea.
"Short Sea routes" means sailings between Dover and Calais or any other routes operated by us across or around the English Channel.
"Restricted Duration" means bookings where your outward and return journeys must be completed within a given period of time.
"Total Fare" means the full price paid excluding any amounts for rail or road travel booked through us.
(ii) Your contract is with either (a) P&O Short Sea Ferries, if you are sailing on a Short Sea route; (b) P&O European Ferries (Irish Sea) Limited, if you are sailing on an Irish Sea route; or (c) P&O North Sea Ferries, if you are sailing on a North Sea route. References to "we", "us" and "our" are to the relevant company (trading as P&O Ferries or P&O Irish Sea, as applicable), including where appropriate our employees, agents, independent contractors, sub-contractors (including stevedores) and port authorities who shall all have the benefit of the defences and limitations provided by these Terms of Business.
(iii) Your contract with us shall take effect from the time that we confirm your booking with us by way of your booking reference. Bookings are not transferable unless otherwise mentioned.
(iv) By making a booking with us, you accept that these Terms of Business apply both to you and to all persons on whose behalf your booking is also made and you thereby confirm that you have the necessary authority of such persons to do so on their behalf.
(v) Your contract is governed by these Terms of Business and by all legislation compulsorily applicable this includes:
(a) the Athens Convention 1974 governing carriage of passengers and their luggage by sea; and
(b) Regulation (EC) No 1177/2010 of the European Parliament and of the Council of 24 November 2010 on the rights of passengers when travelling by sea and inland waterway (“Passenger Rights Regulation”).
A copy of the Athens Convention and the Passenger Rights Regulation are available upon request.
Where there is any inconsistency between these Terms of Business and any applicable legislation, the terms of such legislation will prevail.
(vi) In some circumstances (see paragraph 5(ii) below) it may be necessary for you to travel with another carrier. In those circumstances, these Terms of Business will still apply.
(vii) Where you travel with us on a booking made with another carrier, then our Terms of Business will apply.
(viii) Your contract with us is governed by English law and the English courts shall have non-exclusive jurisdiction over any dispute with us.
(ix) Where your booking includes travel by road or rail, then that part of your journey will be subject to any relevant terms and conditions of the particular carrier concerned and to applicable international conventions. Further details can be obtained on request from the relevant operator.
(x) All products and services described in our brochures, whether in printed or electronic form are subject to availability at the time of booking. Sailing schedules and vessel disposition are subject to change. Sailings may be restricted over Christmas and New Year.
(xi) On board facilities may vary depending on route, vessel, dates and times of travel. Transport of foot passengers is not permitted on certain sailings and services.
(xii) From time to time, in particular but not restricted to special offers, other terms and conditions will be applicable. These will be deemed to form part of these Terms of Business.
(xiii) For security reasons, enquiries or modifications in respect of your booking will only be dealt with upon completion of security questions.
(xiv) Travel confirmations and information regarding service disruptions may be sent to the email and/ or SMS address that you have provided us with.
2. Booking and payment
(i) Vehicles and trailers/caravans in excess of 6m long and/or 1.83m high (1.80m high for Irish Sea routes) must be declared at the time of booking, including where appropriate the addition of roof racks, cycles etc. Supplements may apply to such vehicles. Only trailers under 1.8m high may travel on fast craft sailings. Caravans cannot be carried on fast craft sailings. For the avoidance of doubt, vans are defined as vehicles built for commercial purpose with (part of) the rear panelled and/or a load carrying space. Vans should be declared as such at time of booking. Car-derived vans are defined as vans derived from passenger cars with part of the rear panelled and can be booked as cars according to their dimensions. Minibuses are defined as vehicles with between 9 to 16 seats in addition to the driver’s seat. Refer to paragraph 3(vi) if commercial goods are being carried. Failure to advise P&O Ferries of accurate vehicle type and dimensions in advance of travel may affect our ability to carry your vehicle and may result in a supplement being charged or even refusal of travel.
(ii) A booking with 10 or more passengers (including drivers and children of any age) must be made as a Group booking and is subject to the Conditions of Group Travel, copies of which are available on line at www.poferries.com, as well as these Terms of Business.
(iii) Should you require written confirmation of your booking you must request it at the time of booking and a fee may be charged.
(iv) Boarding cards will be available at the port of departure on the day of travel by quoting your booking reference.
(v) Full payment is due at the time we confirm your booking, unless your booking is stated at the time of booking to be eligible for part payment, with the balance being payable at the port. This may be made by major credit or debit card or by personal cheque. Payments made by credit card or cheque will be subject to a fee and for security reasons, you may be asked to show your credit/debit card when checking in at the port. For bookings where payment is due at the time of booking, payments by cheque via the post must be received within 10 days of making the booking or prior to sailing if this is sooner. Cheques are not accepted on Irish Sea routes for bookings made within 14 days of departure. Online bookings do not incur a booking fee. Bookings made by phone or at the port incur a £5 booking fee per booking.
(vi) Bookings made on the day of departure may be subject to the payment of a supplement. Details of this supplement are available at the time of booking.
(viii) Where we consider that it is necessary, we can require that a disabled person or person with reduced mobility be accompanied by another person who is capable of providing assistance. Such accompanying person shall be carried free of charge.
If any payment is not made by the due date, we will be entitled to cancel your booking without notice to you.
(i) All fares offered by P&O Ferries are available only to residents of the country in which they are issued.
(ii) Subject to the provisions of paragraph 3.4(iv), fares are only guaranteed once your booking has been confirmed to you by way of a booking reference.
(iii) You are not entitled to any refund as a result of currency fluctuations between the date our fares were published and the date of your departure.
(iv) In the event of an increase in general operating costs, we reserve the right to make a surcharge at the time of booking. In addition, a surcharge may be made as a result of any increase in costs between the date of booking and the date of travel. This may be applied to all passenger and/or vehicle bookings, and will be collected prior to your outward journey. A reduction or a removal of a surcharge will affect only new bookings made from the date of change.
(v) For the Irish Sea, senior citizen fares are available on foot passenger fares only and on production of proof of entitlement for over 60’s.
(vi) The following vehicles are excluded from Tourist Fares and are subject to Freight Rates, and the Freight Terms of Business. Please contact firstname.lastname@example.org for further information regarding Freight Rates and how to book.
Any vehicle carrying commercial goods on any leg of the journey must also book as freight, irrespective of the vehicle's dimensions.
a) all vehicles carrying commercial goods or involved in a commercial venture;
b) all vehicles constructed for the carriage of commercial goods over 6.5m long;
c) for Irish Sea routes, all vehicles constructed for the carriage of commercial goods over 1.8m high;
d) for Irish Sea routes, all vehicles constructed for commercial use towing a trailer where the combined length exceeds 12.5m;
e) for Irish Sea routes all vehicles constructed for commercial use transporting vehicles for sporting events.
(vii) On our overnight routes babies (0-3) can travel for free provided the number of persons travelling (including the baby) does not exceed the number of available beds in the selected cabin. On Irish Sea routes, children under the age of 4 may travel free of charge, but must be included as passengers when you make the booking.
(viii) In order to maintain our high standards of service and to assist with staff training, telephone calls are monitored and may be recorded as specified by Ofcom.
(ix) Once we have obtained your permission, we may from time to time pass your name and address to other companies who we believe offer products which you may be interested in.
(x) Within the UK, calls made to P&O Ferries on 0871 numbers are charged at 10p per minute plus network extras. Calls from mobiles will be higher.
4. Amendments, cancellation and refunds
(i) Changes in the route, date, time, passenger numbers or vehicle types for non promotional fares will result in the difference in price between the original price and the fare applicable on the day you make the amendment being charged (a “Re-price”) and an administration fee as set out in the table in 4(iii) below.
(ii) Special promotional fares are not amendable and not refundable, including those which include Club products.
(iii) Where under the terms of an offer a booking may be cancelled, any request for a refund must be made in writing to the office which confirmed your booking, within 6 months of the expiry of the validity of the booking (see point 4(iv) for exclusions). Unless otherwise stated, bookings are valid for 12 months from the date of purchase.
Any refund to which you are entitled on the cancellation of your booking will be subject to a deduction for cancellation charges as set out in the table below.
Charges applicable per leg on Short Sea
Admin fee £20
Any time prior travel
100% of total fare
At port on the day, for travel within 2 hours of booked sailing
At port on the day, for travel outside 2 hours of booked sailing
Any time prior travel
More than 24h prior travel
£15 per booking leg
At port, on day of travel, for travel within 4h of booked sailing
At port, on day of travel, for travel outside 4h of booked sailing
*Flexi & Flexi Extra fares do not apply to foot passenger and bicycles.
** A charge will only apply if travelling in a different season, on a peak date or if extending the duration of the trip from up to 5 days to over 5 days.
*** See paragraph 1 (iv) and 1(xiii)
Charges applicable on North Sea
Per booking amendment
Per booking cancellation
Admin fee £20
Period of time before departure
57 days or more before departure
15% of the total fare
29 – 56 days before departure
25% of the total fare
15 – 28 days before departure
50% of the total fare
14 days or less before departure
100% of total fare
Charges applicable per leg on the Larne – Cairnryan / Troon service
Admin fee £20
Period of time before departure
Any time prior travel and at port
100% of total fare
Any time prior travel
More than 24h prior travel
£15 per booking leg
At the port on the day of travel, for travel within 5 hours of booked sailing (including on sailings to and from a different port)
At port on the day, for travel outside 5 hours of booked sailing
Charges applicable on the Liverpool – Dublin service
Per booking amendment
Per booking cancellation
Admin fee £20
Period of time before departure
100% of total fare
1-42 days for travel in 2013
£30 per booking
More than 24h prior travel for travel in 2014
£30 per booking
* economy fares must be booked 48 hours in advance of travel
** flexible fares can be booked at any time up to the time of travel
(iv) In no circumstance can we make a refund in respect of:
(a) cancellations made on or after the intended departure date;
(b) unused portions of bookings, where the booking is of limited duration;
(c) amendments / cancellation made within 24 hours of the booked sailing;
(d) cancellations caused by, or missed sailings due to events beyond your control, namely unusual and unforeseeable circumstances which you could not control and the consequences of which you could not have avoided even if you had taken all due care.
(e) travel, at your request, on a lower-priced sailing to that actually paid for;
(f) part paid bookings.
(v) No refunds will be given for pre-paid meals unless cancelled 48 hours in advance of the scheduled sailing time.
5. Travel and surcharges
(i) Travel is valid only for the departure dates and times declared at the time of booking unless otherwise expressly stated.
(ii) We will seek to provide you, your luggage and vehicle with the journey as booked although ferries, sailing times/dates and destinations may be affected by weather conditions, port closures, industrial disputes or changed by other operational requirements. We will try to arrange a suitable alternative ferry crossing if by reason of operational requirements we cannot provide the anticipated service within a reasonable time of your scheduled sailing. We will refund the Total Fare of the affected inbound and/or outbound crossing if we cannot arrange a suitable alternative journey or if you do not wish to take any alternative journey offered by us.
(iii) Unless otherwise stated all cross-route, cross-tariff and cross-year return bookings are charged at the sum of the two appropriate singles.
(iv) Where fares of a Restricted Duration are offered they are valid for the appropriate number of days from the day of arrival at your destination port to the day of your return journey. Cross-route bookings of a specific duration will only apply where such fares are available on both of the routes. Any variation of this will be included in the appropriate promotional material.
(v) Trailers and caravans included on only one leg of a return booking will be charged the appropriate single fare.
(vi) All bookings of Restricted Duration are only valid where the outward and return journeys are completed within the specified period of time, with the same vehicle and passengers and using the same operator. If you fail to travel on the outward part of your booking then the whole booking will be cancelled including the return crossing.
(vii) If you travel on a booking purchased at a price lower than that chargeable for a particular sailing, we may charge you the difference between the price you have paid and the price of that particular sailing, prior to embarkation.
(viii) We are required by law to record the names, age group and gender of all passengers, together with (for the purposes of an emergency) details of any special care or assistance needs. Failure to provide this information will result in permission to board being refused. You should note that if the required information is not provided earlier than the day of travel, your journey could be subject to delay.
(ix) Any trailer/vehicle carrying livestock between Cairnryan and Larne will be subject to a £20 supplement each way. Livestock cannot be carried on fast ferry sailings.
(x) No Luggage is permitted on day trips.
6. Delayed or Cancelled Sailings
(i) We will seek to provide you, your luggage and vehicle with the journey as booked although ferries, sailing times/dates and destinations may be affected by weather conditions, port closures, industrial disputes or changed by other operational requirements.
If we cannot provide the anticipated service within 90 minutes of your scheduled departure time we will try to arrange a suitable alternative ferry crossing, provided that alternative travel is available and can be reasonably supplied. We will refund the Total Fare of the affected inbound and/or outbound crossing if we cannot ship you at all with us or arrange a suitable alternative ferry crossing, or if you do not wish to take any alternative journey offered by us. If your departure is delayed and your journey will no longer serve any purpose, having regard to your original travel plan, a refund of the full ticket price shall be considered upon submission of reasonable supporting evidence.
(ii) Where we do not anticipate a delay but after embarkation has completed the ferry service is then delayed in departure for more than 90 minutes, it will not always be possible to then disembark with a vehicle. In this case, it may be necessary for you to continue your journey.
7. Passenger Rights Regulation
(i) The provisions set out in this clause detail your rights with respect to delays and cancellations pursuant to the Passenger Rights Regulation. These provisions do not apply to tickets where no time of departure is specified or delays or cancellations that are caused by weather conditions or other unavoidable extraordinary circumstances, such as port closures or industrial disputes.
(ii) Where a delay requires a stay of one or more nights in order to travel on the next available sailing you shall be entitled to one of the following:
(a) Reimbursement for up to three nights’ accommodation (limited to EUR 80 per person per night, or per room (whichever is the lesser)) and transport between the port and the accommodation, on submission of applicable receipts or, if using your own vehicle, in accordance with the current P&O mileage policy.
(b) Free transport between your home and the port, limited to a maximum of €20 per person or per car (whichever is the lesser), on submission of applicable receipts or, if using your own vehicle, in accordance with the current P&O mileage policy.
(iii) If your sailing is delayed in arrival by at least:
(a) one hour in case of a scheduled journey of up to four hours;
(b) two hours in case of a scheduled journey of more than four hours, but not exceeding 8 hours;
(c) three hours in case of a schedule journey of more than eight hours, but not exceeding 24 hours; or
(d) six hours in case of a scheduled journey of more than 24 hours;
you shall be entitled to compensation equal to 25% of your ticket price for the affected portion of your journey. If the delay exceeds double the time set out above, you shall be entitled to compensation equal to 50% of your ticket price for the affected portion of your journey. These provisions do not apply to tickets where no time of departure is specified or delays or cancellations that are caused by weather conditions endangering the safe operation of the ship or other unavoidable extraordinary circumstances, such as port closures or industrial disputes.
Compensation shall be paid within one month after submission of a valid request in the form of vouchers, unless you request payment in cash. Compensation shall not be paid for any claims under €6.
8. Your responsibilities
(i) Travel documentation for each individual passenger (including children and infants), valid beyond the date of return, is required for all trips to and outside the United Kingdom. All members of the European Union, irrespective of age, must have valid photographic travel documentation to travel into the UK. Photographic identification must be carried and shown when required for all trips between Dublin and Liverpool. It is your responsibility to ensure that you have all documentation needed to comply with the requirements of immigration, customs, health and other relevant regulations. We reserve the right to check and record details of such documentation and to refuse you permission to board if such documentation is not produced to our satisfaction. You will be required to reimburse us in full for any fines, repatriation or other removal costs, detention costs and all related expenses, which we may bear or incur by reason of your failure to produce such documentation to the relevant authorities. Children under 16 must be accompanied by a responsible adult i.e. over 18 years of age, whilst children of 16-17 may travel unaccompanied only with written authority from a parent or guardian to do so. The absence of such authority will lead to the refusal of embarkation. All children travelling abroad without their Parent or Legal Guardian but with another adult must have a letter of consent; otherwise permission to travel may be refused. Children must have photographic travel documentation in their own name. Travel will not be permitted where the child is included on a Parent or Guardian's travel documentation and the Parent /Guardian is not present.
(ii) It is your responsibility to check-in by the time specified.
Short Sea routes - check in closes 30 minutes before departure time for all categories of traffic other than foot passengers and motorcycles, where the close down is 45 minutes.
North Sea routes - check in closes 90 minutes before departure.
Irish Sea routes:
- Liverpool/Dublin – check in closes 1 hour prior to the scheduled departure time
- Larne/Cairnryan/Troon – check in closes 30 minutes prior to the scheduled time of departure for all categories of traffic other than foot passengers, where the close down is 45 minutes Please note: Sailings may depart up to 15 minutes before scheduled departure times.
(iii) If you arrive later than this, you may not be allowed to board and whilst we will make every effort to arrange for you to travel on a later sailing, we reserve the right to make a surcharge in these circumstances in accordance with paragraph 5(vi) above. Where Club Plus or Priorité has been booked, failure to have checked in by the specified time will prevent priority loading. No refund will be made.
(iv) For legal requirements and general information about driving abroad, please contact your motoring organisation.
(v) For information and advice on health matters while travelling abroad, the Department of Health leaflet "Health Advice for Travellers" is available from Post Offices. Alternatively call 0845 606 2030 or write to: Health Publications Unit, No 2 Suite, Manchester Road, Heywood, Lancs. OL10 2PZ.
(vi) You are advised to take out your own health insurance, as cover under national schemes is not always comprehensive.
(vii) Medical services are not always available on board. If you travel with a pre-diagnosed condition then travel is entirely at your own risk and you should obtain advice from your own doctor before travelling.
(viii) Special assistance: We are required by law to record details of passengers who may require special assistance in emergency situations. It is your responsibility to advise us at time of booking.
(ix) If you are a person with a disability or if you have reduced mobility, you are requested to notify us at the time of booking or at least 48 hours prior to your departure if you require any assistance, have any special needs with respect to seating or accommodation or need to bring medical equipment on board.
(x) On North Sea routes women who are more than 28 weeks pregnant should consult their doctor before travelling and will be required to provide a certificate, covering both the outward and return journey dates, prior to travel. If the certificate only covers the outward journey date, then a second certificate will need to be obtained prior to and for the return journey. Failure to do so will result in embarkation being refused. Travel will not be permitted where women are more than 34 weeks pregnant. On Short Sea and Irish Sea routes a certificate will be required for women who are more than 38 weeks pregnant. For the avoidance of doubt, note that for all routes, the stage of pregnancy previously stated refers to the stage reached at time of travel and not at time of booking. In special circumstances we reserve the right to refuse carriage or request a certificate at any stage of pregnancy. You should be aware that we will not be able to supply any seasickness remedies.
If you are travelling with a pet this must be declared at the time of booking and in advance of travel. Arrangements for pets on board and check-in times vary by route and will be advised at the time of booking. Pets (excluding guide dogs) will not be allowed in the passenger areas of the ship. It is your responsibility to provide all necessary documents and make all arrangements, including where necessary quarantine, to satisfy all legal requirements. Failure to do so will prevent your pet from being permitted to travel. Passengers travelling by coach on any of the P&O Ferries routes and foot passengers using our Irish Sea and Short Sea services will not be permitted to travel with pets. Unaccompanied pets will not be accepted on any of our services. In some cases the carriage of animals will require the payment of freight tariffs. Access to your pet during the crossing is at the discretion of the ships' officers.
(i) Accommodation, including Club Lounge access, can only be guaranteed when travelling on a pre-booked sailing. Access to accommodation on an alternative sailing will be dependent on space being available.
(ii) Where cabin accommodation is compulsory, you will be advised at the time of booking and this must be included in your booking.
(iii) Where cabins are booked on overnight crossings, all passengers, including infants, will require a berth or cot. Only babies aged 0 and up to 1 year old are allowed to sleep in a separate baby cot. These cots are provided free of charge subject to availability. Baby cots can only be requested and booked by telephone. Cots are only available in certain cabins.
(iv) Some cabins feature bunks with upper and lower berths and may be unsuitable for passengers with limited mobility. Please state your needs clearly at the time of booking.
(v) For passengers travelling on a MiniCruise we cannot guarantee the same cabin for both legs of the journey.
(vi)If a cabin is booked where the number of occupants is less than it is designed for, the full price will be charged. In special circumstances, we reserve the right to re-allocate under-occupied cabins.
(vii) On our Liverpool & Dublin overnight sailings, when accommodation is mandatory, all cabins must be fully occupied, which may result in you sharing a cabin with someone of the same gender.
(viii) Cooking in cabins and use of domestic appliances such as irons is not permitted.
11. Smoking and alcohol policy
(i) Smoking is not permitted within any passenger area within our ships. Outside designated smoking areas are provided.
No smoking is allowed in cabins or on the vehicle decks.
It is an offence to obstruct or disconnect any Fire / Smoke alarms on any P&O Ferries vessel.
(ii) No alcohol may be brought on board for consumption on your crossing. We reserve the right, at our discretion, to confiscate without compensation any alcohol believed to be for this purpose. Alcohol may only be consumed on board that has been purchased from the onboard bars or restaurants. We reserve the right to confiscate any other alcohol being consumed on board (including alcohol purchased from the on board shops), without compensation.
12. Safety and security
(i) You must pay attention to and comply with all regulations and notices relating to the safety and security of our ship, her crew and passengers, the terminal facilities and to immigration requirements and regulations. For these reasons, you must be prepared to allow on request a search of your person, vehicle or luggage by any authorised person and to answer any questions. If you do not agree to any such request, you may not be allowed to board the ship; in that event, we will refund your money but we shall otherwise have no other liability to you.
(ii) You are expected at all times to conduct yourself in a manner, which respects the health, comfort and safety of all other persons on board. You are also expected to comply with any reasonable request made by a member of our staff. If you do not, or if in our opinion your conduct is likely to give cause for concern, we reserve the right to refuse to allow you to embark or require that you disembark and/or leave the terminal facilities. Under such circumstances we will not refund any money that you have paid for the relevant journey and shall have no liability to you as a result of the cancellation of your travel.
(iii) 1000 cartridges of UN Class 1.4 S may be carried per vehicle, provided that they are still in the original manufacturer's packaging. Cartridges are not permitted on any fast craft. Unless we give you prior written permission (which shall always be at our sole discretion), you may not bring with you any other firearms or other weapons of any nature or substances of an explosive or hazardous nature. You may carry inflammable substances only in limited quantities and in accordance with our instructions and permission.
(iv) Access to the vehicle deck is forbidden during the crossing. It is therefore important that you take everything you need on the passenger decks with you - especially your car keys, boarding card and passports.
(v) Lock your car and leave in gear with the handbrake on. All car alarms must be switched off and disabled when parked on the vehicle deck. Cars powered by LPG should have tanks switched off when on vehicle decks. Do not carry fuel cans on board - full or empty. Do not overfill your tank.
(vi) Motorcycles should be secured by their owners to their own satisfaction, using the materials provided by on-board staff.
(vii) You must switch off any coach heaters powered by diesel fuel or liquid petroleum gas when on vehicle decks.
(viii) On Short Sea and North Sea routes, gas with a weight of up to 47kg (excluding the weight of the gas receptacle) may be carried. On Irish Sea routes, up to 3 gas cylinders of no more than 11.2kg may be carried. All cylinders must be adequately secured against movement of the ship with the supply shut off at the cylinders during the voyage. Leaking and inadequately secured or connected cylinders will be refused shipment. Any gas cylinders to be carried must be declared at the time of booking. Partially full or empty cylinders will be treated as if they are full. A maximum of 6 cylinders of medical oxygen for personal use may be carried, provided a letter from the user's doctor is provided stating that they require medical oxygen
(ix) If you leave any of your property with us after your journey, we may sell it after a reasonable period of time.
(x) If, for any reason (other than fault on our part), you, your luggage and/or your vehicle are not disembarked at the end of your journey, you and/or they may be returned at our discretion to the port of departure, or taken to another port and we will be entitled to charge you the appropriate fare.
(xi) Parents/Guardians/Group Leaders should not permit children to run around the ship or use lifts if unaccompanied.
(xii) The children's play areas are closed on all over night crossings and in adverse weather. Opening times are available from our onboard Reception. Supervision of children is not provided in the children’s play areas. Parents are required to supervise their children at all times.
(xiii) Whilst every effort is made to maintain the integrity of all food served on board, we regret that due to the complexity of our operations, we are unable to guarantee that any food will be free of food allergens.
13. Property Damage
We reserve the right to claim from you, either by invoice or by deduction from your debit/credit card, for any damage sustained to our property due to any malicious, willful or negligent damage caused by you or any other person travelling as part of your booking.
(i) Athens Convention. You are advised that the provisions of the Convention relating to the Carriage of Passengers and Luggage by Sea 1974 as in force under English law ("the Athens Convention") may be applicable. In most cases, this limits our liability for death or personal injury or loss of or damage to luggage (including a vehicle) and makes special provision for valuables.
(ii) The Athens Convention presumes that we have delivered your luggage undamaged unless you give us written notice.
(a) in the case of apparent damage, before or at the time of disembarkation or re-delivery, or
(b) in the case of damage which is not apparent or of loss, within 15 days from the date of disembarkation or re-delivery, or from the time when such re-delivery should have taken place.
You are not, however, required to give us written notice where we have undertaken a joint inspection of your baggage with you.
(iii) Valuables. We will not be liable for loss of or damage to cash, negotiable securities, gold, silverware, jewellery, ornaments, works of art or any other valuables unless you deposit them with us on board the ship specifically for the purposes of safe-keeping.
(iv) Apart from our agreement to refund any money paid by you in the circumstances as set out elsewhere in these Terms of Business, we will not be liable for any losses, damages or expenses arising from delay or for consequential losses howsoever arising. In no circumstances will we be liable to you for any loss, damage or expense of any nature which arises out of:
(a) your fault or that of any person travelling with you, or
(b) the act or omission of any third party who has no connection with the provision of the services we have agreed to provide to you where such act or omission is unforeseeable or unavoidable by us, or
(c) any unusual or unforeseeable circumstances outside our control where the consequences could not have been avoidable even with the exercise of all due care by us.
(v) From time to time sailing schedules may be interrupted or changed and crossing times extended due to adverse weather conditions or other operational circumstances beyond our control. We cannot accept liability for any costs or inconvenience caused by such delays, other than as set out in paragraph 6 above. In these circumstances we will do our best to advise you of any delays.
(vi) We cannot accept liability for any costs or inconvenience caused by delays in your arrival at the port of departure, other than as set out in paragraph 6 above.
(vii) The facilities available at each of the ports that we operate from vary.
15. Information, Feedback & Complaints
(i) If you have any questions or require any further information, please contact our Customer Services Department. Please also see the FAQ’s that are on our website.
(ii) If you have any concerns about the services provided by us, you should bring it to the immediate attention of our representative at the time. If your concern still cannot be resolved, you may make a complaint in writing within two months of the date of travel, addressed to our Customer Services department.
(iii) For contact details for our Customer Services department, please see our website www.poferries.com.
16. Registered company
P&O Short Sea Ferries Limited
Registered Number: 03291852
P&O European Ferries (Irish Sea) Limited
Registered Number: 00318227
P&O North Sea Ferries Limited
Registered Number: 00809079
Registered office for all three companies:
Channel View Road
Dover, CT17 9TJ
The content of this brochure or any other printed or electronic matter must not be reproduced in whole or part without the prior written consent of P&O Ferries.
Information and contents within are correct at the time of print.
13 March 2014