TWO: The passengers whose names appear on the ticket or, in the case of non-residents on the aforementioned routes operated with H class ships, the ticket holders, have the right to be transported by the company on the route indicated on the ticket, along with their personal baggage up to a maximum of 20 kg per person. Baggage will be transported in the ship’s quarters indicated by the company. The company does not accept any liability for the transportation of valuables.
The transportation of illegally traded goods, hazardous goods and/or articles included in the IMDG Code is prohibited, except in the case of companies engaging in the transportation of goods (freight), provided that the following requirements are met: a) that the goods can be legally carried on the ship in question; b) that the shipowner is informed at least 72 hours in advance and has expressly agreed to transport them; c) that the transport company complies with each and every one of the conditions imposed by Fred. Olsen, S.A. for the transportation of the goods in question.
THREE: During the journey, the passengers whose names appear on the ticket or, in the case of non-resident passengers on the lines operated with H class ships, the ticket holders, are covered by Compulsory Passenger Insurance. Passengers must behave in accordance with the safety and police regulations, both general and those of the ship, and the company is not liable for the outcome of any passenger’s negligence or failure to comply with the aforementioned regulations.
FOUR: The price of the ticket does not include meals or refreshments on board, unless the Specific Conditions of the chosen fare expressly state otherwise.
FIVE: The carrier undertakes to use its best endeavours to transport passengers and baggage with reasonable diligence. However, given the particular characteristics of maritime transport, which is affected by external factors, the dates and times indicated on the schedules cannot be guaranteed. If necessary, the Company may replace the ship assigned to that voyage and/or vary both the schedule for and the dates of the voyage. In this case, the passenger will be entitled to either receive a refund of the price or make a new booking on the first or successive dates or times when there is availability.
SIX: The ticket is valid for one year from the date of issue unless otherwise stipulated in the specific conditions of each fare. Within the aforementioned validity period, and in the event that it is not used on the date for which it was booked and on the specific journey for which it was issued, the owner or ticket holder may make use of it, after requesting a booking and paying any difference in fares.
Cancellation and reimbursement of the ticket price is only possible when the specific conditions of the purchased fare expressly state that the price is REFUNDABLE.
If the ticket was issued by a travel agency, the refund must be requested through the travel agency.
SEVEN: Any claims, complaints or suggestions should be made in writing, on the ship or at the company’s offices during or on completion of the voyage, or through the corresponding form on the website www.fredolsen.es. To ensure proper processing, please indicate the ticket locator number/ticket voucher number.
EIGHT: In the event of damage to baggage or vehicles, the company is only liable up to the maximum amount per item of baggage stipulated in the maritime regulations at any given time. For baggage transported inside a vehicle, all of the baggage is treated as one item of baggage. The operations for the embarkation and disembarkation the vehicles covered by this ticket are carried out by the owners or their representatives and the carrier is not liable for any incidents or breakdowns that may occur during these operations, unless they are the direct fault of the carrier itself or its employees.
Fred. Olsen, S.A. has different types of accommodation for pets, which are described in the Specific Conditions. Passengers who decide to leave their pet in their vehicle on the car deck during the voyage do so under their own responsibility, fully releasing Fred. Olsen Express from any liability in this respect. In this case, adequate ventilation and conditions must be ensured.
NINE: You will be able to embark by going to the boarding points on foot or in your vehicle and you will only have to provide your identity document, unless the ticket indicates that you must prove your identity or any of the conditions of the ticket, in which case you should go to the Fred. Olsen service points located at the maritime station well before the time limits specified by the carrier.
On routes operated with H class ships, NON-resident passengers will be exempt from presenting identity documents, and in order to embark, they will need to present a printed or an electronic ticket.
On the internal La Gomera route (SS. Gomera-Playa Santiago-Valle Gran Rey), RESIDENT passengers must present:
1. Their Spanish National Identity Document (DNI) or Foreigner Identity Document (NIE); and 2. If said documents do not show their address in the Canary Islands, they must present their DNI/NIE together with the valid certificate of residence for travel (in accordance with the form set out in Annex I of Spanish Royal Decree 1316/2001), on paper. You must provide the shipping company with a copy of this documentation, either 48 hours in advance, on the website https://www.fredolsen.es/es-ES/main/bookingaction.aspx?action=10
, or at the terminal counter, prior to boarding.
Time limit: Unless other time limits are shown on the ticket, as a general rule passengers must be ready to embark at least 20 minutes before the departure of the ship. If vehicles are being transported, they must be on the quay in readiness for embarking 40 minutes before the ship departs. Failure to comply with these time limits will result in the passengers and/or their vehicles automatically losing their booking.
On journeys between the Canary Islands and the mainland, both passengers and vehicles must be ready for boarding one hour in advance.
In either situation, once the time limit has elapsed, the carrier declines all liability for not allowing the passenger and/or vehicle to embark.
TEN: The transportation of vehicles as either passenger vehicles or freight will be subject to the rules laid down by the company. See the Specific Conditions.
ELEVEN: No agent, employee or representative of the carrier will have the authority to alter, modify or waive any of the provisions of this contract.
TWELVE: a) Under no circumstances will confirming the departure for an OPEN ticket give rise to a refund. b) The tickets are governed by the specific conditions of the purchased fare, which are notified at the time of purchase and can be found in the corresponding section of these conditions. c) Tickets issued with promotional fares or Offers will be governed by the Specific Conditions, which must be consulted for each Offer. d) The Savings Packages grant a discount to a fixed and unalterable group of passengers and are therefore indivisible. If any of the places are not used, no refund will be made and these places may not be used during another departure.
THIRTEEN: The General Transport Conditions may be affected by the Specific Conditions of the fares or offers. Please ensure that you are familiar with the Specific Conditions of the purchased fare.
FOURTEEN: You agree that Fred. Olsen, S.A. has the right, at its discretion (subject only to a refund of the fare paid), to refuse to transport any person, pet, baggage or vehicle for any reason related to safety, the interests of the safety and welfare of the other passengers, or to ensure compliance with immigration, customs, health or other applicable regulations.
As a passenger, you are obliged to comply with all safety regulations and warnings and to obey any instructions given to you by our employees or agents. You must behave at all times in a manner that does not endanger or threaten people or property, avoiding any conduct that could injure any person and refraining at all times from making threats or insults and from assaulting or intimidating other passengers or crew members. If this company considers that there are reasonable grounds to believe that your conduct could be a cause for alarm during the voyage, Fred. Olsen, S.A. reserves the right to refuse to allow you to embark or to ask you to disembark and/or leave the terminal facilities, and to report the facts to the competent authorities. We also reserve the right to refuse to carry you on your return journey or at any time in the future. In such circumstances, Fred. Olsen, S.A. will not refund the amount you paid for the relevant voyage, will accept no liability for any inconvenience or damage you may suffer as a result of the cancellation of your voyage, and will ask you to pay any costs incurred by the company in repairing or replacing any property that was damaged, destroyed or stolen by you, as well as any compensation due to any passenger or crew member affected by your actions.