All you need to know to complain about ferries and cruises
The law that applies to complaints about ferries and cruises
The Consumer Rights Act 2015 was applied to ferries from 1st October 2016. You are now entitled to services carried out with reasonable skill and care. If they are not then you should be able to gain redress.
Delays to ferries and your rights
If your ferry service is cancelled or departure is delayed for more than 90 minutes, you are entitled to either an alternative sailing at the earliest opportunity at no additional cost or reimbursement of the ticket price which should be paid within seven days. If you choose an alternative crossing, you’re still entitled to claim compensation for the delay to your original journey.
While you wait (when delayed for more than 90 minutes or it is expected to be cancelled) you are entitled to meals and refreshments if they can be reasonably supplied even if the reason is bad weather.
If an overnight stay is required due to the delay/cancellation then the ferry or cruise operator must offer you accommodation free of charge, if possible. This can be on board or ashore.
Your ferry company can offer alternatives such as permitting you to make your own separate plans to travel and reimburse your expenses. No overnight accommodation has to be offered or costs reimbursed if the delay is caused by weather conditions endangering the safe operation of the ship.
Further help with complaining
For all things complaining holidays see All you need to know about booking/complaining about holidays/flights
For more advice, tips and templates for complaining see GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!