Every year, over 4.5 million cruise and ferry passengers from all over the world use the Port of Barcelona. With such a large volume of traffic, cases of lost luggage, delays or cancellations and misunderstandings regarding contracted services are all very common. This is why it is important to know exactly what the terms of the journey are and your rights as consumers.

If you are delayed by over an hour and a half or your journey is cancelled, the company must refund the full price of the ticket or provide an alternative means of transport. In the latter case, you must also be offered food and drink, as well as accommodation if necessary. If you arrive at your destination an hour or more late, you can claim a refund of between 25% and half the ticket price. However, don’t count on getting any compensation if the reason for the delay was a natural disaster or extreme weather conditions.

If you have been injured during the journey or any of your belongings have been lost or damaged, you are entitled to compensation if you claim within 15 days and the cause was an accident at sea.

It is important that you keep the ticket and proof of payment. You will need these documents if you want to make any claims. If so, fill in the official form made available by the company for such cases. If you do not receive a response within 30 days, contact the Municipal Consumer Information Office website with your claim.