Cancellation and Incidents

Compensations
There are compensations that are given according to the circumstances as dictated by current regulations.
As an improved alternative, Baleària offers a voucher for double the corresponding compensation to use on your next trip.
You can choose between bonus or compensation (choosing one excludes the other):

We apologise for the delay in the arrival time by compensating you with a discount between

BONUS: To enjoy it on your next trip (between 50% and 100% of the price of the affected service), you'll receive it on your email. REQUEST YOUR BONUS HERE. Once you request the bonus you will lose the right to ask for indemnity.

Partial COMPENSATION of 25% to 50% of the price of your ticket depending on the delay in the time of arrival at your final destination

25% compensation

One hour in the case of scheduled trips of duration equal to or less than four hours

Two hours for scheduled trips lasting more than four hours but equal to or less than eight hours

Three hours for scheduled trips lasting more than eight hours but less than or equal to 24 hours

Six hours in the case of scheduled trips lasting more than 24 hours

50% compensation

Two hours in the case of scheduled trips of duration equal to or less than four hours

Four hours for scheduled trips lasting more than four hours but equal to or less than eight hours

Six hours for scheduled trips lasting more than eight hours but less than or equal to 24 hours

Twelve hours in the case of a scheduled trip lasting more than 24 hours

You can claim the compensation HERE.

You will have two months from the date of travel to request it.

NOTE 1: Baleària will be exempt from the obligation to pay compensation to passengers in the event that the delay is due to weather conditions that make navigation of the ship dangerous, or to extraordinary circumstances that hinder the execution of the passenger service and that do not could reasonably be avoided (Check the current regulations by clicking here).
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How do I request a reimbursement for double-charging?

To report an instance of double-charging to us and request a reimbursement, complete our form and the Customer Service department will reimburse you as soon as possible.

STEP 1:  Select which type of customer you are (Individual, Agency or Company):

 

STEP 2: Select Claims andDouble-charging in Reason for the Request

 

STEP 3: Continue filling out the form with your Personal Data, Reservation Data and Your Query so that we can find your reservation and make your reimbursement as quickly as possible.

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Reimbursement processing time

Once the reimbursement has been approved, you won't have to do anything else. You'll receive your reimbursement within 10-15 days.

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Lost property

To report to us that you lost a personal item while on board a vessel, complete our form. The Customer Service department will let you know if we've found it and fill you in on how to reclaim it.

 

STEP 1:  Select which type of customer you are (Individual, Agency or Company):

 

STEP 2: Select Lost Property in Reason for the Request:

STEP 3: Continue filling out the form with your Personal Data, Reservation Data and Your Query so that we can find your reservation and make your reimbursement as quickly as possible.

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What is cancellation insurance?

It involves taking out a policy that covers both your outbound and return trip. It also includes your vehicle in case of an accident or malfunction. You can consult the conditions here.

The amount of the insurance is 4.36% of the cost of the ticket after applying service charges and discounts.

You'll need to take out the insurance before the reservation is confirmed and paid.

The company you'll take out the insurance with is ERGO. You must direct your reimbursement claim to them in case of cancellation (you'll find all the information you need in the policy you receive with your ticket).

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What happens if my trip is cancelled for reasons beyond my control?

Can't find your answer?

Our team is at your disposal to answer your questions

Cancellation and Incidents

It involves taking out a policy that covers both your outbound and return trip. It also includes your vehicle in case of an accident or malfunction. You can consult the conditions here.

The amount of the insurance is 4.36% of the cost of the ticket after applying service charges and discounts.

You'll need to take out the insurance before the reservation is confirmed and paid.

The company you'll take out the insurance with is ERGO. You must direct your reimbursement claim to them in case of cancellation (you'll find all the information you need in the policy you receive with your ticket).

If your trip has been affected by weather, operational, or technical issues, we always offer you the available alternatives, regardless of your fare:

Change the departure port or origin, always close to the original one.

Change the schedule from the same port or a nearby one.

Modify your booking according to your convenience.

🚩 It is very important that, when making the booking, you provide us with your mobile phone number which we will only use to inform you about these types of situations.

If you have purchased through a travel agency, make sure they indicate your number, not theirs, for important notifications.

If you included it, you should have received an SMS informing you of what happened, the alternative we offer, and how to proceed.