General terms and conditions

1.1.    FANØLINJEN is operated and owned by Molslinjen A/S, Færgevej 7A, DK-8000 Aarhus C, CVR no. 17881248

1.2.    Any contract of carriage with FANØLINJEN is thus concluded with Molslinjen A/S as the other party.

1.3.    When purchasing a ticket from the carrier, these conditions apply to passengers, cars, lorries, baggage and cargo on the carrier's ferries and on ferries chartered by the carrier regardless of whether or not documents have been issued for the agreement.

1.4.    The transport is subject to the general rules of Danish law concerning carriage of passengers by sea, including parts 15 and 15a of the Danish Merchant Shipping Act (søloven) as well as Regulation No 1177/2010 of 23 April 2010 on the rights of passengers when travelling by sea and Regulation No 392/2009 of 23 April 2009 on the liability of carriers of passengers by sea in the event of accidents (the Athens Convention).

1.5.    The carrier limits its liability for loss and defects as well as personal injury, damage to property or cargo in accordance with the rules in Part 15 of the Merchant Shipping Act and Regulation no. 392/2009 of 23 April 2009 on the liability of carriers of passengers by sea in the event of accidents (the Athens Convention) (see section 5 regarding goods and section 9 regarding compensation for personal injury and damage to luggage in these Conditions of Carriage).

1.6.    Travellers are obliged to follow the instructions of the captain and crew.

1.7.    The use of open flames indoors and on the vehicle deck is prohibited. Smoking is only allowed in designated areas. The use of electronic cigarettes is equated with regular cigarettes. This means that the same smoking rules apply to electronic cigarettes as to regular cigarettes.

1.8.    Staying on the vehicle deck during the crossing is not allowed on departures carrying dangerous goods (see section 5.3 for details) 

1.9.    The carrier may exclude persons from transport – regardless of whether they have a valid ticket – if they pose a safety risk, are a nuisance to other passengers or the carrier's staff or otherwise do not follow the instructions given in notices or other similar information about using the ferry.

1.10.    Intoxicated persons or persons under the influence of drink may be refused carriage even if they hold a valid ticket.

1.11.    The carrier may exclude vehicles that leak oil, petrol etc.

1.12.    It is not permitted to have oil burners, diesel engines etc. running on the vehicle deck during the crossing.

1.13.    If there are disaster, ambulance or police vehicles or hearses (with procession) on sold-out departures, the other last arriving vehicles will be put on hold.

1.14.    In special cases, the carrier may refuse passengers to the individual ferry if space conditions so determine.

1.15.    Damage to the carrier's equipment and other property will result in liability.

1.16.    The passenger areas are video-monitored. All forms of theft will be reported to the police.

1.17.    Enjoying packed food and drinks is only allowed in the designated areas.

1.18.    Travellers may not, without the carrier's permission, offer goods for sale, distribute printed matter, organise collections or similar on board or ashore in the carrier's area.

1.19.    The carrier may change departures, ferry terminals etc. Passengers are expected to stay informed about changes in the schedule.

1.20.    The carrier is entitled to perform ID checks and refuse travellers without valid photo ID.

2.1.    Individual travellers may bring personal items in suitcases, bags or similar without separate payment.

2.2.    On the carrier's ferries, luggage that travellers are able to carry themselves may be taken on board, but max. 50 kg. In case of lost or damaged luggage, the carrier's liability is limited in accordance with the Merchant Shipping Act.

2.3.    No baggage, including hand baggage, and other goods that may cause danger or significant inconvenience to the ship, life or other goods may be carried during the carriage, including none of the substances and goods for which carriage is not permitted in accordance with the IMDG code.

3.1.    Disability assistance, which includes physical accompaniment to and from the ferry and during the crossing, must be booked in advance. The assistance is carried out by the carrier's staff or other subcontractors.

3.2.    Disability assistance does not include lifting the disabled person from a wheelchair to a seat or assistance with personal care/personal hygiene during the crossing.

3.3.    The carrier may require sick/disabled persons to have their own companion during the crossing. Such a companion is carried free of charge.

3.4.    Disability assistance must be booked in the period Monday to Friday between 8.00 am and 9.00 pm, at least 48 hours before departure. If this deadline is not met, it cannot be guaranteed that disability assistance can be provided to enable the person to board, disembark and travel on the ferry although the carrier will take all reasonable measures to ensure carriage.

3.5.    The carrier can only offer disability assistance to individual customers, not groups.

4.1.    Dogs must be kept on a short lead. Other animals must be carried in a cage or pet carrier and must not be a nuisance to other passengers. Leaving dogs and other animals in the vehicle during the crossing is allowed, but note that passengers are not allowed on the vehicle deck during the crossing on departures carrying dangerous goods (see section 5.3 for details. For animal transport, see also section 5.2).

4.2.    The carrier's ferries have special areas for passengers travelling with dogs and other animals.

4.3.    The carrier assumes no responsibility for the carriage of live animals.

5.1.    General goods carriage

5.1.1.    All lorries/vans with a total weight of more than 3,500 kg or a length of more than 6 m are designated as lorries.

5.1.2.    Driving on and off the ferry is done in co-operation with the staff, and the driver must exercise due caution.

5.1.3.    The vehicle must be equipped with lashing brackets to ensure attachment to the ferry. The goods on the vehicle must be adequately lashed and secured to withstand the impacts that may occur during sea transport. The haulier/driver is responsible for ensuring that the load is securely lashed and secured on their own vehicle.

5.1.4.    The carrier is not obliged to inspect trailers, containers or other transport devices with regard to the packing, stowage, lashing etc. of the goods. If, despite this, the carrier finds that the goods are not packed properly, the carrier may refuse to carry the goods.

5.1.5.    The carrier will not offer compensation for damage to goods or vehicles when the damage is due to defective lashing, stowage or other conditions that are the responsibility of the haulier and which the carrier has no special obligation to ensure.

5.1.6.    The chief officer has the final say on securing/lashing cargo and whether the cargo should be refused.

5.1.7.    Under current case law, the carrier accepts no liability for any damage to lorries and goods left in marshalling and port areas.

5.1.8.    For the carriage of goods, the liability of the carrier is primarily limited in accordance with the rules adopted by the North Sea Operator's Claims Conference ("NSOCC") in the North Sea Standard Conditions of Carriage, including the Green Card, secondarily in accordance with the Merchant Shipping Act.

5.1.9.    All services performed by the carrier or by a subcontractor appointed by the carrier as stevedores are subject to the General Provisions of the Nordic Freight Forwarders Association ("SAB 2015").

5.1.10.    Damage to goods or cargo must be reported immediately upon receipt at the port of arrival before the goods or cargo leave the area. If this is not complied with, the right of complaint will no longer apply.

5.2.    Carriage of live animals

5.2.1.    When transporting live animals, the driver must state this no later than when boarding the ferry (see also section 9 regarding compensation for personal injury and damage to luggage).

5.2.2.    Permission to inspect animal transports during the crossing may be granted upon request to the staff on board.

5.2.3.    The carrier assumes no responsibility for the carriage of live animals.

5.3.    Dangerous goods

5.3.1.    Dangerous goods are transported according to the provisions of the IMDG Code.

5.3.2.    The consignor of goods is obliged to inform the carrier in writing of the presence of dangerous goods at least 24 hours before the transport takes place. If no such information is given, the consignor is deemed to have guaranteed to the carrier that the goods handed over for transport do not contain any dangerous goods.

5.3.3.    Dangerous goods can only be carried on the following departures:

-    From Esbjerg: Tuesday and Thursday at 7.50 am and 9.10 pm

-    From Fanø: Tuesday and Thursday at 10.50 am and 12.50 pm

5.3.4.    When carrying motor vehicles with dangerous goods, the necessary documents must be present before carriage. Labelling and packaging must comply with applicable regulations. The carrier reserves the right to verify that the cargo corresponds to the notification and has the right to refuse or postpone the carriage of dangerous goods.

5.3.5.    Private individuals/Vehicles

The Danish Maritime Authority (Søfartsstyrelsen) has issued guidance on the transport of dangerous goods in private vehicles carried on board ferries when packed accordingly and intended for personal use only. Measures must be taken to assess the risk and ensure safe transport under normal conditions. Items listed in the link here are classified as dangerous goods by the IMDG code, and if they are transported by individuals, either by private vehicles such as cars/caravans/trailers/motorhomes or by passengers on foot, the maximum quantities and the precautions must be observed. That does not include commercial vehicles, ambulances or vehicles operated by contractors/employees.

5.3.6.    Commercial vehicles

The consignor of goods is obliged to inform the carrier in writing of the presence of dangerous goods no later than 12 hours before departure and to ensure that all required documents have been correctly completed and handed in. Dangerous goods are only allowed on board high-speed ferries in limited quantities and if packaged according to the LQ (Limited Quantities) rules.

5.4.    Check weighing

5.4.1.    The carrier is entitled to carry out check weighing of trailers to verify the weight of the trailer stated at the time of booking. If the check weighing shows that the trailer exceeds the stated weight, the carrier will issue an invoice to the customer of DKK 1,000 to cover the costs of the check weighing, additional handling and administration.

5.4.2.    The chief officer is entitled to refuse a trailer which the check weighing finds to exceed the weight stated at the time of booking.

5.5.    Prohibition of offsetting

5.5.1.    The customer is at no time entitled to set off claims for compensation or other claims against the carrier against the ticket price or the carrier's related receivables.

6.1. Ticket sales

6.1.1. Advance bookings for the Esbjerg-Nordby route can be made on FANØLINJEN’s website.

6.1.2. Tickets booked in advance for FANØLINJEN are fully flexible on the day. This means that a ticket purchased for 10.00 am can also be used at 5.00 pm on that same day. The ticket does not guarantee access at the selected time of departure but is an indication of when you expect to travel.

6.1.3. Tickets, passes and cards only allow access to certain travel routes when booked in advance. Personally issued tickets, cards, passes or bizzes may not be transferred to another person.

6.1.4. On routes where the maritime authorities so require, the passenger must provide his or her full name, age and gender. The information must be provided when booking a ticket.

6.1.5. It is the passenger's own responsibility to be checked in according to the applicable check-in times.

6.2. FANØLINJEN offers the following ticket types:

6.2.1 Flex tickets: Flex tickets are valid up to one month from the original travel date and can be changed online for a fee of DKK 35 and for payment of any price difference up to the booked date of departure. Flex tickets are non-refundable, including when changing to a different ticket type. The number of Flex tickets available on the different departures varies, and Flex tickets are sold on a first come, first served basis. Flex tickets can only be purchased via FANØLINJEN's website.

6.2.2 Standard tickets: Standard tickets are valid for up to three months from the original travel date and may be changed and/or refunded right up until the booked departure time. Standard tickets may be changed online free of charge. In case of refunds, a fee per booking of DKK 75 before departure and 20% or a minimum of DKK 75 after departure will be charged and deducted from the refund amount.

6.2.3 Pensioner tickets: Pensioner tickets are valid for up to three months from the original travel date and may be changed and/or refunded right up until the booked departure time. Pensioner tickets may be changed online free of charge. In case of refunds, a fee per booking of DKK 75 before departure and 20% or a minimum of DKK 75 after departure will be charged and deducted from the refund amount.

6.2.4 FANØLINJEN Bizz: See the special terms and conditions for this ticket type.

6.2.5 10-trip travel passes: Book on FANØLINJEN's website. Valid 12 months from the date of purchase.

6.2.6 50-trip travel passes: Only applicable for foot passengers and is not personal. Has a validity period of 12 months from the first trip. Created via the customer's login on FANØLINJEN's website. The total price for 50 trips (from DKK 1,046 in 2025) is paid at first check-in. When the 50 trips are used up, the customer is automatically offered to renew by paying for 50 new trips on the same travel pass. Refunds are not possible once the first journey has been made.

6.2.7 Monthly travel passes: Book on FANØLINJEN's website where you can find more information about monthly travel passes.

6.2.8 Annual travel passes: Book on FANØLINJEN's website where you can find more information about annual travel passes.

6.3. Payment of tickets

6.3.1. You can pay with cash, Dankort and the most common credit cards. There may be a payment fee associated with the use of some credit cards. This will be stated before the payment is to be authorised by the passenger.

6.3.2. Tickets for vehicles are purchased at the automatic payment station, and passenger tickets are purchased at the terminal in Esbjerg. Tickets are valid for departure on the next available departure. The ticket must be kept during the entire crossing and presented upon request.

6.3.3. The carrier accepts Danish kroner and euros. Foreign currency is only accepted in banknotes. Change is given in Danish kroner.

6.3.4. Upon receipt of the ticket, card or pass, the passenger must ensure that the ticket, card or pass received corresponds to the passenger's request.

6.3.5. The carrier reserves the right to charge a fee for over-the-counter ticket sales.

6.3.6. A FANØLINJEN Bizz agreement is not a credit agreement. Invoicing and payment when using a BroBizz transponder in connection with FANØLINJEN Bizz trips with FANØLINJEN takes place via BroBizz A/S in accordance with the terms set out by BroBizz A/S in the BroBizz A/S agreement with the customer. FANØLINJEN receives information from BroBizz A/S about the customer, including name, address, telephone number, mobile phone number, email address, vehicle registration number, if applicable, and the BroBizz transponder number.

6.3.7. FANØLINJEN exchanges data updates with BroBizz A/S for the duration of the FANØLINJEN Bizz agreement. FANØLINJEN discloses all necessary data about the customer to BroBizz A/S for the purpose of correctly charging the customer for travelling with FANØLINJEN.

6.3.8. If the BroBizz transponder is not brought at check-in or the customer's agreement with BroBizz A/S is not active, the FANØLINJEN Bizz agreement cannot be used in connection with a trip. The customer must purchase the standard ticket.

6.3.9. Travel agents, bus customers and goods customers can request a credit agreement. FANØLINJEN may refuse to enter into a credit agreement or may require security in the form of a bank guarantee to enter into a credit agreement.

6.3.10. FANØLINJEN does not enter into credit agreements with private individuals.

6.4. Refunds

6.4.1. Refunds can only be made via email to kundeservice@fanoelinjen.dk. Refunds are made as soon as possible after the carrier has verified that the conditions for a ticket refund are met.

6.4.2. No ticket can be refunded later than 3 months after the scheduled date of departure.

6.4.3. Special refund rules may apply to tickets issued by one of the carrier's partners. The carrier will only refund tickets where payment has been made to the carrier.

6.4.4. Expired/lost tickets are non-refundable. If a customer has misplaced or lost their ticket, a new one must be purchased. If the customer later returns the lost ticket, it will be refunded for a fee of DKK 75.

6.4.5. 10-trip travel passes are refunded up to 2 months after the expiry date by offsetting the regular ticket price per trip realised at that time. A handling fee of DKK 75 is deducted, and the rest is paid out.

6.4.6. 50-trip travel passes: Refunds are not possible once the first trip has been made. 

6.4.7. Monthly travel passes are non-refundable.

6.4.8. Annual travel passes are partially refundable. When calculating, the price of the monthly travel pass is deducted per month or part thereof. A handling fee of DKK 75 is deducted, and the rest is paid out.

6.4.9. In connection with refunds, original tickets/cards/passes must be submitted with the bank account number to which the money can be transferred:

FANØLINJEN

C/O Molslinjen A/S

Færgevej 7A

DK-8000 Aarhus C

Attn.: Customer service

Or via email to: kundeservice@fanoelinjen.dk

(For refunds, also see section 8 regarding cancellations and delays).

6.5. Group travels

6.5.1. Group discounts are offered if 10 persons or more are travelling together. Bus groups are offered a combined ticket for the bus including all passengers.

6.5.2 For bus transport, the carrier's liability is limited according to the Merchant Shipping Act.

7.1.    Valid travel documents

7.1.1.    The passenger must hold a valid travel document at the beginning of the trip, and it must be kept throughout the trip. The passenger must present the travel document upon request.

7.1.2.    The travel pass must be scanned before the trip begins in order to be valid for the relevant trip.

7.1.3.    Personally issued tickets, cards, passes or bizzes will be confiscated in case of abuse.

7.2.    Penalty fare

7.2.1.    A passenger who does not hold a valid ticket, pass or card must, in addition to payment for a valid travel document, pay the penalty fare of DKK 750 as displayed at any time and must provide their full name, address and date and year of birth at the request of the staff. In addition, the passenger must identify themselves with a driving licence or other legally valid document.

7.2.2.    If the passenger does not immediately pay for the valid travel document and the penalty fare charged, an invoice for the total amount will be issued, and the passenger must sign for receipt with name, address, date of birth, signature and the identification described above.

7.2.3.    If a passenger fails to request the purchase of a ticket, evades inspection, attempts to use an invalid ticket, pass or card or refuses to purchase or present a ticket, pass or card, payment must be made for the valid travel document and the penalty fare displayed at any time.

7.3.    Reminder procedures for penalty fares

7.3.1.    The following reminder procedures and fees apply to penalty fares:
-    If an instalment plan is arranged, the carrier may charge a fee per instalment
-    If a reminder for payment must be sent, the carrier may charge a handling fee per letter

7.3.2.    If the amount is not paid after the first reminder, the claim will be placed for collection. When the debt is placed for collection, a collection fee will be calculated, and the debt collecting agency will have costs associated with collecting the debt. Collection fees and costs will be added to the debt.

8.1.    The carrier accepts no liability for loss or damage caused by any lack of space on the ferries, service interruptions, including suspension of service due to interruptions, including force majeure, technical reasons, water and weather conditions and reserves the right to make changes to the timetable and ticket prices without notice. A different ship than advertised can be used at any time. The carrier is never liable for losses incurred as a result of lost communications or necessary changes in travel plans.

8.2.    The carrier's compensation in case of delay or cancellation can never exceed the price of the ticket.

9.1.    When carrying passengers, the carrier is exempt from liability for the time before the passenger boards and after the passenger has disembarked.

9.2.    The carrier is not liable for loss or damage to money, securities and other valuables such as silver, gold, watches, jewels, jewellery and works of art.

9.3.    Driving vehicles on and off the ferry is at your own risk and without any liability for the carrier. It is the passenger's duty to keep their vehicle properly braked during transport by putting the vehicle into gear and applying the handbrake.

9.4.    Damage to vehicles due to the vehicles being lowered, converted or heavily loaded is of no relevance to the carrier.

No compensation is paid for damage to specialised equipment, including baggage, which is placed on the outside or on top of a vehicle and which is damaged while the vehicle is in motion regardless of any other liability conditions.

9.5.    It is the passenger's own responsibility to lash the motorbike, moped, scooter or similar in accordance with notices and the crew's instructions, and it is always the passenger's responsibility to ensure that the vehicle is sufficiently stable and secured to withstand normal expected seas during the crossing.

9.6.    Furthermore, the carrier's liability to our passengers is subject to an excess of SDR 149 per passenger in case of lost or damaged luggage and SDR 330 in case of damage to passenger vehicles. The total excess must be deducted from the loss or damage.

10.1.    Items forgotten on board the ferry can be reported on FANØLINJEN's website. The carrier will hand over lost property to the police as soon as possible. Lost property that is perishable will be discarded immediately.

11.1.    Damage to personal belongings, vehicles, baggage or cargo must be reported immediately to a member of the ferry crew before leaving the ferry.

11.2.    Complaints regarding matters related to the trip that have not been resolved by contacting the carrier's staff on board or in one of the carrier's terminals can be submitted via the carrier's online enquiry system.

11.3.    The complaint must have reached the carrier within 2 months of the incident giving rise to the complaint. The complaint must be accompanied by the ticket number.

11.4   You can also use the European Commission's online complaint portal which is, however, mainly relevant if you are a consumer residing outside Denmark. You can find the complaint portal here. When submitting a complaint, please use our email address kundeservice@fanoelinjen.dk.

12.1 Molslinjen A/S's processing of personal data is set out in our Privacy Policy.

13.1.    These Conditions of Carriage and any dispute arising out of an agreement concerning transport under these Conditions of Carriage are governed by and construed in accordance with Danish law.

14.1.    These General Terms and Conditions (previously referred to as the "Conditions of Carriage") entered into force on 1 May 2005 and were last updated on april 24th 2025.

15.1. General information

15.1.1 These Terms of Use only apply to the customer’s use of PayZapp as a payment solution when purchasing tickets and services for MOLSLINJEN’s and ØRESUNDSLINJEN’s routes. When using PayZapp on a ferry route operated by ØRESUNDSLINJEN, Øresundslinjen Helsingør ApS (“ØRESUNDSLINJEN”) will receive payment. When using PayZapp on a ferry route operated by MOLSLINJEN, Molslinjen A/S (“MOLSLINJEN”) will receive payment. If the PayZapp payment solution was created for use with MOLSLINJEN, it cannot be used on ØRESUNDSLINJEN’s routes, and a PayZapp created for use with ØRESUNDSLINJEN cannot be used on MOLSLINJEN’s routes. 

15.1.2 PayZapp is a digital payment solution that allows customers to pay for trips and related services without having to use a physical payment method.

15.1.3 When the customer sets up and uses PayZapp, the customer accepts these Terms of Use.

15.2. Creating PayZapp

15.2.1 PayZapp is set up via MOLSLINJEN’s and ØRESUNDSLINJEN’s digital platforms.

15.2.2 When setting up PayZapp, the customer must enter a valid payment method.

15.2.3 The customer is responsible for ensuring that all registered information is correct and up-to-date.

15.3. Use of PayZapp and number plate (optional)

15.3.1 The customer is not required to register a number plate to set up or use PayZapp in general. See section 4 below (Commuter Agreements and Travel Passes)

15.3.2 If the customer would like to use PayZapp for trips where the vehicle is automatically identified at check-in (Show & Go), the number plate must be registered in PayZapp. When using Show & Go, the number plate of the vehicle is scanned and registered at the ticket machines. The customer must choose PayZapp as the payment solution at the ticket machine.

15.3.3 The customer is responsible for ensuring that the checked-in number plate is correct and belongs to the vehicle used for the crossing.

15.3.4 MOLSLINJEN and ØRESUNDSLINJEN are not responsible for incorrect invoicing or non-payment due to incorrect or missing number plate registration.

15.3.5 PayZapp is only available for Danish and Swedish vehicles. PayZapp cannot be used with personalised number plates.

15.4. Commuter Agreements and Travel Passes with PayZapp

15.4.1 On selected ferry routes, PayZapp may be used as the payment solution for commuter agreements and travel passes if this option is offered by MOLSLINJEN and ØRESUNDSLINJEN.

15.4.2 If the commuter agreement or the travel pass is linked to a vehicle, the customer is responsible for ensuring that any registered number plate is correct, up-to-date and corresponds to the number plate registered by the customer in PayZapp. More information is available in section 3 “Use of PayZapp and number plates”.

15.5. Payment

15.5.1 Payment is made automatically using the payment method chosen by the customer in PayZapp.

15.5.2 The customer accepts that it may take time to process the payment after the trip. The customer must ensure that there are sufficient funds in the selected payment method. 

15.5.3 MOLSLINJEN and ØRESUNDSLINJEN may choose to combine multiple trips or purchases in one invoice. 

15.6. Non-payment

15.6.1 If payment cannot be made, MOLSLINJEN and ØRESUNDSLINJEN reserve the right to:

•    Charge the amount due at a later date

•    Charge any fees in accordance with the applicable rules

•    Suspend or cancel the customer’s PayZapp access

15.7. The customer’s responsibility

15.7.1 The customer is responsible for ensuring that PayZapp is used in compliance with these Terms of Use. The customer must immediately contact MOLSLINJEN or ØRESUNDSLINJEN in case of any suspicion of unauthorised use of PayZapp. 

15.8. Changes

15.8.1 MOLSLINJEN may change PayZapp and these Terms of Use when necessary due to, e.g., technical, safety-related or legal issues. 

15.8.2 If a change is material or unfavourable to the customer, the customer will be notified no later than 30 days before the change becomes effective by email, app message or any other direct digital communication. Notwithstanding section 9, the customer has the right to terminate the agreement without cost and with immediate effect before the change becomes effective if the customer does not wish to accept the change.

15.8.3 If the customer continues to use PayZapp after the effective date, the new terms are deemed to have been accepted. 

15.9. Termination

15.9.1 The customer may terminate the PayZapp payment solution at any time.

15.9.2 MOLSLINJEN and ØRESUNDSLINJEN reserve the right to limit, suspend or terminate the use of PayZapp in case of: 

•    Breach of PayZapp, the commuter agreement or travel pass linked to PayZapp,

•    Suspected abuse or

•    Technical or operational issues.

15.10. Personal data

15.10.1 MOLSLINJEN's and ØRESUNDLINJEN's processing of personal data in connection with PayZapp is carried out in accordance with applicable data protection regulations. See our personal data policy.

Right to compensation in case of death or personal injury

Maritime accident incident: the passenger is entitled to compensation from the haulier or the haulier's insurance company of up to SDR 250,000 in all cases except for cases beyond the haulier's control (e.g. war, natural disaster, third-party action). Compensation may amount to up to SDR 400,000 except if the haulier proves that the incident occurred without the haulier’s fault or negligence.

Non-maritime accident incident: the passenger is entitled to compensation from the haulier or the haulier's insurance company of up to SDR 400,000 if he/she proves that the incident was caused by the haulier's fault or negligence.

Entitlement to compensation for loss of or damage to hand baggage

Maritime accident incident: the passenger is entitled to compensation from the haulier up to SDR 2,250 except if the haulier proves that the incident occurred without the haulier's fault or negligence.

Non-maritime accident incident: the passenger is entitled to compensation from the haulier of up to SDR 2,250 if he/she proves that the incident was caused by the haulier's fault or negligence.

Right to compensation for loss or damage to luggage other than hand baggage

The passenger is entitled to compensation from the haulier up to SDR 12,700 (vehicles, including luggage in or on the vehicle) except if the haulier can prove that the incident occurred without the haulier's fault or negligence.

Entitlement to compensation for loss of or damage to valuables

The passenger is entitled to compensation from the haulier of up to SDR 3,375 for loss or damage to money, transferable securities, gold, silver, jewellery, ornaments and works of art if they have been deposited with the haulier for safekeeping.

Right to compensation for loss or damage to mobility aids or other specific equipment belonging to passengers with reduced mobility

The passenger is entitled to compensation from the haulier corresponding to the replacement value or repair costs of the equipment in question unless the incident occurred through no fault or negligence of the haulier. The haulier's fault and negligence are a prerequisite in the event of a maritime accident.

Entitlement to advance payment in the event of a maritime accident

In the event of death or personal injury, the passenger or any other person entitled to compensation is entitled to an advance payment to cover immediate financial needs. The payment is calculated based on the damage suffered and must be settled within 15 days and cannot be less than EUR 21,000 in case of death.

PROCEDURE

Written notification

In case of damage to hand baggage or other luggage, the passenger must give timely written notice to the haulier. Failure to do so will result in the passenger losing their right to compensation.

Deadlines for exercising passenger rights

In general, any insurance case before a court must be initiated within a period of 2 years. The start date of this period may vary depending on the nature of the loss.

Exclusions regarding liability for damages

The haulier's liability may be reduced if the haulier proves that the death or personal injury of a passenger or damage to the passenger's luggage was due to or caused by the passenger's fault or negligence.

Limitations on the different amounts of compensation will not apply if it is proved that the damage was caused by an act of the haulier or an employee or agent of the haulier or by the performing haulier and that the act was done with the intent to cause such damage or with the knowledge that such damage would possibly result.

The traveller must hold a ticket or similar valid travel document when driving/walking on board. Tickets can be purchased at the ticket office at the port in Esbjerg and at check-in. fanølinjen.dk provides a complete overview of all ticket types and the associated rules for changes and refunds. Tickets must be redeemed prior to departure and must be kept during the trip. The carrier reserves the right to charge a penalty fare if a passenger is caught driving/walking on board without a valid travel document. Refunds of tickets, regardless of the reason, are made via email to the carrier at kundeservice@fanoelinjen.dk.

When carrying sick persons, the carrier may require a medical certificate, and the sick person may be required to be accompanied during the trip. Care of sick persons or medical attendance is not a possibility. The carrier assumes no responsibility for bringing sick persons on board or ashore unless the illness has occurred during the trip.

Travellers are obliged to follow the instructions of the captain and ship's officers, see section 408 of the Danish Merchant Shipping Act (søloven). Damage to the carrier's equipment and other property will result in a claim for compensation. Intoxicated persons may be refused carriage even if they hold a ticket. Children under the age of 7 are not allowed to travel alone but must be accompanied by a person who is at least 16 years old. Persons with disabilities or other special assistance needs can get help getting on board by contacting FANØLINEJN not later than 48 hours before departure. During the crossing, staying on the vehicle deck is prohibited on departures where dangerous goods are carried, and smoking is only allowed in designated areas. Travellers may not, without the carrier's permission, offer goods for sale, distribute printed matter, ads, samples, organise collections or similar on board or ashore.

Pets can be left in the car during the crossing. Pets brought into the passenger areas must be kept on a lead or in appropriate crates and may be brought into the designated "dog areas" on board. More information about travelling with pets is available here.

Valuables left at FANØLINJEN will be handed over to the police. Forgotten medication will be handed over to the police or for destruction at a pharmacy as soon as possible. Other lost property will be stored by FANØLINJEN for up to 7 days after which it will be destroyed or handed over to charity. Lost property can be reported at fanølinjen.dk.

Complaints about conditions on board must be directed to the staff in the relevant department. Complaints regarding carriage must be directed to the carrier via email to kundeservice@fanoelinjen.dk. 

If damage occurs to vehicles, persons, baggage or goods, possibly in the transport container on board, claims can only be made against FANØLINJEN if a damage report has been completed. Therefore, in case of an accident, contact the staff on board the ferry immediately. However, a completed damage report does not mean that FANØLINJEN automatically recognises liability. The damage can be reported to the carrier here: forsikring@molslinjen.dk.

FANØLINJEN's ferries are registered in Denmark, and the safety language on board is Danish.