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Fred. Olsen / Transport Conditions

Transport Conditions

Passenger ships

Cargo Ships

Conditions of carriage on passenger ships (fast ferries and RO-PAX)

General conditions of carriage

ONE: The ticket is in the passenger's name and is personal and non-transferable. Its use by anyone other than the passenger will give rise to the liabilities stipulated by law, except for non-resident passengers on class H ships (La Gomera Internal Line - Benchi Express - and the line between Corralejo and Playa Blanco on the Buganvilla Express ship), who do not need to present identification documents and need only present the non-named ticket in printed or digital format in order to board. In this case, the ticket holder will be treated as a passenger for the purposes of these General Conditions.

 
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 luggage up to a maximum of 20 kg per person. Luggage 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 luggage 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 complaint, suggestion or query towards the company, may be formalized through the corresponding form on the website www.fredolsen.es or in writing by mail to the Customer Service Department of Fred. Olsen Express (Polígono Industrial Añaza s/n, 38111 - Santa Cruz de Tenerife). For proper handling, it is recommended that you indicate the Locator number / Ticket number.
 
EIGHT: In the event of damage to luggage or vehicles, the company is only liable up to the maximum amount per item of luggage stipulated in the maritime regulations at any given time. For luggage transported inside a vehicle, all of the luggage is treated as one item of luggage. 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. Changes to the ticket will affect all package components, and it is not possible to make changes regarding a single passenger within the savings package.
 
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, luggage 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.

 

Specific transport conditions

DISCOUNT FOR CANARY ISLANDS RESIDENTS.

In accordance with the provisions of Spanish Royal Decree 1316/2001, of 30 November, and Spanish Decree 222/2000, of 4 December, residents of the Canary Islands who also meet one of the following requirements, and can prove this with the corresponding documentation, are entitled to a 75% discount on the price of tickets for island and inter-island maritime journeys, and for journeys between the Canary Islands and the mainland:

  • They must be Spanish citizens or citizens of a member country of the European Union, European Economic Area or Switzerland.
  • They must be nationals of countries other than those listed above, who have obtained a residence permit in Spain as family members of a Spanish, EU, EEA or Swiss citizen, in accordance with Spanish Royal Decree 240/2007, of 16 February.
  • They must be third-country nationals (other than EU, EEA or Swiss nationals) who have obtained a LONG-TERM residence permit in Spain, in accordance with Spanish Organic Law 4/2000, of 11 January, and its implementing regulations.
     
As established in Spanish Royal Decree Law 1/2014, Article 4.2, residence must be accredited through the automatic residency accreditation system (SARA database), providing the relevant identity document (DNI/NIE) number when purchasing the ticket and presenting that document at the time of embarkation.
 
In cases where, for whatever reason, residence cannot be accredited automatically by consulting the SARA database, residency must be accredited by presenting, prior to embarking, a valid certificate of residency issued by the corresponding Town Council for the purposes of Spanish Royal Decree 1316/200, as well as the additional documentation accrediting entitlement to the resident’s subsidy: DNI in the case of Spanish citizens; passport or identity card (with photo) and NIE card in the case of EU, EEA or Swiss citizens; Foreigner Identity Card/residence permit which expressly states that the person is a “relative of a European Union citizen” or that “long-term residency” has been obtained, in the case of third-country nationals (in the event that the document provided does not have a photo, proof of identity must be accredited with the passport/identity card of the country of origin).
 
More information about the resident’s subsidy is available on the website of the Ministry of Transport, Mobility and Urban Agenda, https://www.mitma.gob.es/marina-mercante/subvenciones-para-el-transporte-maritimo/informacion-general
 
Internal La Gomera route: To benefit from this resident discount on the internal La Gomera route, you will need to present your DNI with your Canary Island address or, failing that, your DNI/NIE together with a valid certificate of residence for travel, on paper, at the time of purchasing the ticket; and present them at the time of boarding.

LARGE FAMILY DISCOUNT

In accordance with the provisions of Spanish Royal Decree 1621/2005, of 30 December, the large family discount is applicable to inter-island routes and between the mainland and the Canary Islands; therefore, it does not apply to the La Gomera coastal route (San Sebastián de La Gomera-Playa Santiago-Valle Gran Rey).

The applicable discount is 20% of the rate if you are a member of a general-category large family, and 50% if you are a member of a special-category large family.

In order to be eligible for this discount, passengers must prove their status as a large family by means of an official certificate issued by the Autonomous Communities, in accordance with Spanish Royal Decree 1621/2005, of 30 December, Article 12.1 (https://www.boe.es/buscar/doc.php?id=BOE-A-2006-674) approving the regulations of Spanish Law 40/2003, of 18 November, on the Protection of Large Families, Article 12 a) (https://www.boe.es/buscar/act.php?id=BOE-A-2003-21052).

The above subsidies granted by the Ministry of Development and those granted to regular maritime passenger transport by the Autonomous Communities and other Public Administrations are compatible and may be combined.

GROUP DISCOUNT

On our inter-island routes, if you are travelling in a group of more than nine people, you are eligible for special discounts but you must request a quote for this using our request form. More information and the form to request a quote can be found at: https://www.fredolsen.es/en/buy-tickets/group-reservation

ACCREDITATION FOR SUBSIDIES AND OTHER DISCOUNTS

In order for any additional subsidy or sales discount offered to be applied, you must provide proof of your eligibility prior to boarding. The ticket issued will indicate whether you must go to the offices of Fred. Olsen Express, located at the port facilities, to provide or update the necessary documentation, in which case it must be presented well in advance of embarking.

If you have any documentation that must be provided (large family, residence - census certificate issued by the town council according to the model in Annex I of Spanish Royal Decree 1316/2001 - or similar), you can validate it online up to 24 hours before your voyage in the MY DOCUMENTATION* section of our website or present it at any of our terminals or sales offices.

*The uploading of documentation to our website is not valid for travellers without a DNI (children or foreign passengers with a Certificate of Residence for Travel and NIE number).

If you are unable to validate your documents prior to the day of your voyage, you must arrive at our port offices well in advance with your printed documents. The recommended time limit in these cases is at least one hour before the ship departs. In no case will it be possible to provide documentation after travelling.

NOTE: in the case of the Military Subsidy, you must indicate the Military Identification Number (TIM) and present the card on boarding.

MINORS

Classification: For safety reasons you must indicate whether you are travelling with infants, aged 0 - 3 years, or children aged 4 - 11 years. A variable commercial discount applies to these groups of passengers.
 
Conditions for travel:
 
  • Infants and children up to the age of 11 must always travel accompanied by an adult and be linked to the same ticket. The adult will be responsible for the child during the journey, as well as for presenting his/her ID card or the original of the family book (or birth certificate issued by the corresponding Civil Registry) when the child does not have an ID card.
  • From 12 years of age, passengers may travel alone, presenting their original documentation: DNI, passport or NIE. Although the DNI is only compulsory from the age of 14, if a minor child is travelling alone, it is essential that they have this documentation to prove their identity. 
  • Canary Island Residents: In order to apply the Canary Island Resident discount to a minor who meets the requirements for this and who is travelling without a DNI - or whose residence has not been accredited through the telematic system for automatic accreditation of residence (SARA) -, the adult responsible must also present, together with the Family Book, the valid certificate of residence for travel of the minor, issued by his/her local council and printed out.

    If the minor travelling alone meets the requirements to benefit from the Canary Islands resident's allowance, residence will be accredited through the SARA system with their DNI; if this cannot be accredited in this way, the minor must also present, together with the DNI, the valid certificate of residence to travel, issued by their local council and printed out.

LUGGAGE

The passengers indicated on the ticket are entitled to travel with their personal luggage up to a maximum of 20 kg per person. Each passenger must be able to handle and/or carry all their baggage by themselves, without assistance and at one time. Luggage 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 (in accordance with the general transport conditions).

Luggage in the lounge. In the lounges, each passenger may travel with one piece of baggage, in addition to handbags, provided that their dimensions and weight do not block the passengers' access and exit from the ship by the stairway or to the car deck by themselves and without the need for assistance, and/or that their characteristics do not pose a risk to the safety of the ship and other passengers. Luggage may not be placed on seats, nor may it obstruct areas or doors used as passageways or escape routes. Before boarding the ship, you can locate the trolleys and lockers during the embarkation and disembarkation time, in order to deposit or collect luggage that you cannot take on board, always within the limit.

Luggage on the car deck. Luggage lockers and/or trolleys are available on inter-island routes; and on the internal La Gomera route there are racks for depositing one piece of baggage per passenger. If you wish to use the lockers, they bear a cost of €1 which includes insurance cover; while the use of the trolleys is free of charge. The company’s facilities (luggage trolleys, lockers or space in the passenger lounges) may not be used for the transportation of goods.

You can carry luggage in your vehicle under the same conditions that apply to road traffic. You may not carry items on the outside of the vehicle that exceed the vehicle dimensions, or transport dangerous goods without informing Fred. Olsen Express before the ticket is issued.

UNIVERSAL ACCESSIBILITY

The purpose of notifying us of your reduced mobility or disability status is to enable us to plan and ensure that adapted services are available where appropriate. It also gives us the information we need for the proper management of our on-board safety plans. Under no circumstances will this information be associated with your personal data, and so you will have to provide it each time you purchase a ticket.

Please inform us if you have any reduced mobility or disability that we should take into account:

Reduced mobility:

  • No wheelchair required: We will accompany you on foot during the embarkation and disembarkation process.
  • Wheelchair required.
  • With your own wheelchair: We will have to accompany you as you board through the car deck, even if you can manage it yourself
  • Company wheelchair required: We will take into account that you will need one of our wheelchairs for embarkation and disembarkation and we will assist you when boarding through the car deck.
     

Other barriers to accessibility, voluntarily notifying us in additional information comments to help us plan your assistance, such as:

  • Visual: please notify us of this in any case and let us know if you need assistance. You may also indicate whether you wish to enter the ship with a guide dog or support dog.
  • Hearing: you should always inform us of this for safety purposes, especially in the event of an emergency.
  • Other barriers: please indicate any other barriers to accessibility that we need to take into account.
     

The services to provide accessibility and their conditions are:

  • Access to the reserved embarkation space. Disabled parking badge required. There are reserved spaces at the front areas of our vehicle pre-embarkation area. To obtain one of these spaces, you must arrive well in advance of the journey, at least 50 minutes before the ferry departure.
  • Assistance with embarkation and disembarkation. To benefit from this service you will need to contact Fred. Olsen Express staff at the terminal at least 30 minutes prior to the ferry departure.
  • On foot. You must go to the Fred. Olsen offices and identify yourself well in advance of embarking. (*)
  • With the passenger's wheelchair. You must go to the Fred. Olsen offices and identify yourself well in advance of embarking. Depending on the weather, you may be asked to fasten your chair to the available rails. (*)
  • With the company's wheelchair. You must go to the Fred. Olsen offices and identify yourself well in advance of embarking. (*)
  • Wheelchair access to the Ferry Bus service. This is only possible when tickets are purchased at least 48 hours in advance.
  • Reception and stay on board. Preferential areas are established for your stay on the ship, which will also be your rendezvous points in the event of an emergency. These areas are located near the entrances and have adapted seating for transferring from the wheelchair and for fastening wheelchairs. They are located near the disabled toilet. The ship’s trained special assistance staff will welcome you on board and will indicate the preferred occupancy area. They will also assist you during the crossing to ensure that you have access to all the services on board and that you are aware of the safety instructions. These services do not include custodial care.


If you require assistance on board but have not requested assistance for embarkation, you must inform the crew of your arrival when embarking.

(*) Assistance is free of charge and is provided by Fred. Olsen Express’ trained staff.

EMBARKING, DISEMBARKING AND MOVEMENT OF PEDESTRIANS

You must arrive for embarking well in advance, as indicated in the general transport conditions which you can find on your ticket, and have available the documentation specified in those conditions. Failure to comply with these time limits will result in the passengers and/or their vehicles automatically losing their booking.

When embarking and disembarking on foot, please must make use of the stairway or ramps and follow the crew’s instructions at all times. Do not block the movement of other passengers and only use the areas marked for pedestrians. Pay attention to all elements of the ship and remember that floors, especially the outside ones, may be wet. You are advised to wear comfortable shoes and clothing when embarking and take care when walking, considering the specific sea conditions at all times.

EMBARKING AND DISEMBARKING WITH VEHICLES

To board the ship with a vehicle, you must arrive for embarking well in advance, as indicated in the general transport conditions which you can find on your ticket. Failure to comply with these advance arrival times will result in passengers and/or their vehicles automatically losing their reservation.

  • It is forbidden to transport dangerous goods without notifying the company and obtaining its prior authorisation before it issues the ticket.
  • If the vehicle is travelling as Freight, you must provide our terminal offices with the fact sheet of your vehicle if we do not already have a copy of it.
  • You must arrive in good time at the vehicle pre-embarking area, as indicated in the general transport conditions which you can find on your ticket.
  • Vehicles which are not in good general condition and which pose a danger to the safety of the ship and other vehicles and passengers will not be allowed to embark. 
  • Vehicles whose load exceeds the dimensions of the vehicle may not embark.
  • You must strictly follow the indications on all signs and the instructions of our operators, when embarking and disembarking, and you may only park your vehicle where the staff tell you to do so.
  • Drive with caution and take into account the special type of surface and its conditions.
  • It is very important for the safety of the ship, the rest of the passengers and yourself, that you only start the vehicle when instructed to do so by our staff, and never earlier.
  • For the same reason, and for the safety of your vehicle and others, you must ensure that the vehicle has the brakes fully applied when you stop it, and that it is in low gear (opposite to the direction in which it is parked).
  • Fred. Olsen does not recommend the transportation of animals in cars not suitable for this purpose, and declines all liability in this respect.
  • Remember that motorbikes and mopeds will also be lashed, meaning that our staff will secure them with lashes to the hooks on the car deck and secure the brakes.
  • Access to the car deck is not permitted during voyages on high-speed vessels. You may only return when authorised to do so by the crew, once the speed has been reduced and the ship is approaching port.

FERRY BUS

Purchasing certain tickets and routes allows you to book your place on the Fred. Olsen Ferry Bus. The buses connect the port of Los Cristianos with the Santa Cruz transport hub and dock, and the port of Agaete with Las Palmas de Gran Canaria. Timetables are available on the fredolsen.es website and through our customer service. You can confirm the times at the Fred. Olsen office of the departure point of your Ferry Bus. You must book 48 hours in advance to ensure wheelchair accessible spaces. The Ferry Bus service is not authorised for the transport of pets.

PETS

Fred. Olsen Express allows pets on board, provided they comply with the following requirements and conditions:

  • Each pet must have its own ticket. The issuing of the ticket is subject to availability for each journey, in all modes (pet carrier, pet room or pet sofa), except for support dogs and dogs belonging to State Security Forces and Corps.
  • A maximum of two pets per person is allowed. If you need to travel with more pets, please contact our customer service via email (reservas@fredolsen.es).
  • When embarking and disembarking, for their own safety, pets must be kept on a leash, as the case may be, or stay in the corresponding carrier, bag or cage/terrarium. Owners of dogs that are considered dangerous must comply with all current regulations, especially those regarding leashes and muzzles. Pets entering the ship by the stairway and on a lead will enter when ordered to do so by the crew and must wait until the end to disembark.
  • Carriers, cages/terrariums and pet rooms must be securely and continually closed, and they must not be placed on seats or on passengers, and in cases be placed at ground level. Pets on a pet sofa must always be kept on a leash. The maximum size for carriers, cages and terrariums is 50 x 40 x 25 cm. They must have a waterproof base, be sturdy, secure and ventilated, and must always remain closed. In the case of birds, passengers must avoid spillages and the birds must be covered throughout the journey.
  • Pets travelling on board will at all times be under the responsibility and care of the passenger with whom they are travelling, who must ensure that they behave well and comply with the applicable legislation and the shipping company’s rules. As provided for in Article 1905 of the Spanish Civil Code, the owner of the pet will be liable for any damages that the pet may cause to the ship, other animals, passengers or property. The shipping company is not liable for any damage that pets travelling on board may cause.
  • Your pet must not disturb other passengers and crew and you will be responsible for collecting all waste it generates.
  • In the event of any type of incident involving the pet that causes bodily harm or material damage to a passenger or crew member, the passenger with whom the pet is travelling authorises Fred. Olsen Express, unequivocally, clearly and of their own free will:
    - To transfer their contact details (name, surname, identification number, telephone number and email address) included in the database to the passenger or crew member concerned, whenever said passenger or crew member requests such details.
    - To transfer their personal data, as required by law or at the request of the State Security Forces and Corps, the Public Administration, the Ombudsman, the Public Prosecutor’s Office or Judges or Courts or the Court of Audit or autonomous institutions with functions similar to the Ombudsman or the Court of Audit, carried out within the scope of the functions expressly attributed to them by law.
    - To record and retain the information and details associated with the incident, for the possible defence and/or claims of the interests of FRED. OLSEN, S.A.
  • Passengers travelling with pets are responsible for the health of those pets, especially in the case of brachycephalic animals which are very sensitive to heat and stress. We do not recommend travelling with these animals in hot weather. It is the passenger’s obligation to ensure that their pets are in a fit state for the intended journey. 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 case, adequate ventilation and conditions must be ensured.
  • The Ferry Bus service is not suitable for pets.

REFRESHMENTS

For fares that include refreshments (Web+, Priority and Gold), when purchasing the ticket, please specify if you would like us to arrange a special diet menu* for you. If your fare does not include refreshments, for special diets, please consult the products available in our cafeterias during your voyage.

*Special menus. There are different types of special menus. If your fare includes refreshments, and you let us know your preferences before your voyage, you will find everything you need on board.

Oro refreshments. With fares that include access to our Clase Oro lounge, you have unlimited refreshments and there are various special menus available. If you let us know your preferences before your voyage, we can plan your voyage so that you will find everything you need on board.

ACCOMMODATION

  • Preferential passenger embarkation. Some fares are associated with preferential passenger embarking through the stairway. You must arrive in sufficient time to board first. To prove you have paid the fare, all you have to do is present your ID card and go to the embarking area marked as preferential.
  • Preferential vehicle embarkation. Some fares are associated with preferential vehicle embarkation. You must arrive in sufficient time to board first. To prove you have paid the fare, all you have to do is present your ID card and go to the embarkation area marked as preferential according to your ticket type. Preferential embarkation does not necessarily imply preferential disembarkation, unless this is expressly included in the ticket, or access to Gold Class lounges.
  • Preferential disembarkation of vehicles. Some fares are associated with preferential vehicle disembarkation. You should report to the car deck in good time to disembark first and follow the crew’s instructions, starting the engine when instructed to do so by the crew. In-store discount. Some fares and offers include a shopping discount. These discounts are applicable on all items in the shops except newspapers, magazines, food and tobacco.
  • Access to the Gold Lounge. Some fares give access to Gold Class accommodation. This access is independent of the type of refreshment included in your fare.

SERVICE PROVIDED AT OFFICES AND TERMINALS

There are Fred. Olsen Express offices at all terminals on the inter-island routes, and online service points at terminals on the internal La Gomera route. The opening hours of these service points are linked to the arrival and departure times of the ships. There you can buy tickets and find out all the information you need about our services.

ACTIVITIES AT THE POINT OF DESTINATION

  • ONE: Fred. Olsen, S.A., with VAT (CIF) number A38010567 and registered office at Polígono Industrial Añaza s/n, Edif. In the sale of the supplement, Fred. Olsen, 38111 - Santa Cruz de Tenerife (Spain), duly filed with the Mercantile Register of Santa Cruz de Tenerife, sheet TF-2949, volume 799, folio 169, acts as a Tourist Intermediary, under the provisions of Spanish Decree 89/2010 of 22 July, with identification code I-0003217.2.
  • TWO: Supplements cannot be changed in any way, but may be cancelled free of charge up to 24 hours before the date and time the supplement is due to be used. This can be done by contacting the call centre, going to a terminal or through a travel agency, if applicable, and the amount of the supplement will be reimbursed through the same means by which it was paid.
  • THREE: To make use of the supplement, download the PDF file containing the tickets and the QR code that must be presented to gain access to the corresponding area. If the link/locator for downloading this PDF file is lost, the purchaser must request a copy of it through the same channel used to purchase the supplement (terminal, call centre, website or travel agency).

DATA PROTECTION

In compliance with the provisions of the current legislation on Personal Data Protection, the user is informed that the personal data provided through the contractual and/or commercial relationship, as well as any accompanying documentation provided or that may be provided, will be incorporated into the processing system owned by Fred. Olsen, S.A., for the purpose of executing the contract and/or services requested, as well as for any possible communications that may be deemed appropriate, using the contact details provided.

The data subject acknowledges that the information and personal data provided are accurate and truthful. For this reason, please notify us of any changes to your personal data to ensure that the information is always updated and error-free. Unless we are informed to the contrary, it is understood that the data have not been modified and that the data subject undertakes to notify us of any change.

The personal data provided will be retained for the time period strictly necessary to comply with the aforementioned provisions, unless the personal data need to be retained by virtue of the applicable regulations, for as long as the relationship is maintained or for as long as their erasure is not requested by the data subject. Fred. Olsen, S.A. informs you that it will process the data in a lawful, fair, transparent, appropriate, relevant, restricted, accurate and up-to-date manner. For this reason, Fred. Olsen, S.A. undertakes to take all reasonable measures to ensure that such data are deleted or rectified without delay when they are inaccurate or at the explicit formal request of the data subject.

There will be no assignment, transmission or transfer of personal data, unless the data subject expressly authorises this or a legal obligation exists, at the request of the State Security Forces and Corps, the Public Administration, the Ombudsman, the Public Prosecutor's Office or the Judges or Courts or the Court of Audit or the autonomous institutions with similar functions to the Ombudsman or the Court of Audit, carried out within the scope of the functions expressly attributed to them by law.

In accordance with the rights conferred by the current legislation on data protection, the data subject may exercise the rights of access, rectification, restriction of processing, erasure, portability and objection to the processing of their personal data or the consent given for their processing, by sending a written and signed request to Fred. Olsen, S.A., attaching a photocopy of the ID card of the person submitting the request with the reference: Data Protection at the postal address Edificio Fred. Olsen Group. - Polígono Industrial de Añaza, s/n. - 38111 S/C de Tenerife or to the email address lopd@fredolsen.es.

Fred. Olsen, S.A. has appointed a Data Protection Officer, who can be contacted in writing at Fred. Olsen, S.A. with the Reference: Data Protection Officer at the postal address Edificio Fred. Olsen Group. - Polígono Industrial de Añaza, s/n. - 38111 S/C de Tenerife or to the email address lopd@fredolsen.es.

If you have any questions or concerns about how we use personal information, please send an email to lopd@fredolsen.es. Additional detailed information on Data Protection can be found on our website: https://www.fredolsen.es/en/legal-advice-privacy-policy

SPECIFIC CONDITIONS FOR EACH FARE AND TICKET SALE

Check the specific conditions of each fare at this link: https://www.fredolsen.es/en/rates

You can purchase your tickets through the website www.fredolsen.es, our app, in our sales offices, or by calling our Contact Center. The sale of the ticket may be subject to an issuance charge.  

 

Conditions of transport on cargo ships (RO-RO)

These general conditions apply to the carriage of goods by sea on the Ro-Ro cargo-only vessels of Fred. Olsen, S.A. (hereinafter, "the Carrier"). In the General Conditions, "Client" means both the shipper and the consignee named in the bill of lading.

 

1. Applicable regulations.

This Contract of Carriage is subject to the general conditions described in this document, and in all matters not specifically mentioned in this document, this Contract shall be governed by the provisions of Maritime Navigation Act 14/2014.

 

2. Scope of Transport.

This Bill of Lading covers the carriage in hold, in containers, as well as carriage by means of roll-on/roll-off vehicles, including dock/dock, dock/door, door/dock and door/door, as expressly agreed between the Client and the Carrier.

The carrier shall be free to perform the carriage by any route and itinerary that it deems appropriate, unless otherwise agreed. Said route need not be limited to the direct route between the ports of loading and discharge, and the carrier may alter such route to include or eliminate intermediate stops or calls, and the carrier may deviate from its route to save or attempt to save human life or property at sea, load or unload other cargo, perform bunkering or other operations related to loading, maintenance of the ship and crew, and shall not be liable for any loss or damage resulting from the same.

The Carrier is free to carry out the agreed carriage on the vessels, land vehicles, containers, rolling units, etc. that it deems appropriate, as well as to substitute them without the need to give prior notice to the Client. In particular, the Carrier may perform the carriage either on the ship designated in the consignment note, or on another ship or ships owned by the Carrier, or on any other ship or ships under its management or charter, or by any other means of transport, directly or indirectly bound for said port of discharge.

If such replacement of the means of transport is due to force majeure, unforeseeable circumstances, accidents or social conflicts, the costs incurred shall be borne by the Client.

The Carrier shall be free to tranship the goods, unload and store them, either ashore or on board another vessel, reload them and forward them to the port of discharge.

 

3. Carrier's liability in relation to maritime transport.

The carrier's liability regime under this bill of lading shall be governed by Maritime Navigation Act 14/2014, of 24 July 2014, by the International Convention for the Unification of Certain Rules Relating to Bills of Lading, signed in Brussels on 25 August 1924 and the protocols amending it to which Spain is a party. In no event shall the Carrier be liable for loss of or damage to goods occurring before loading or after discharge from the ship, or related to goods loaded on deck or live animals.

If the Carrier is held liable for delay, the Carrier's liability shall be limited to an amount equal to two and one-half times the freight payable on the goods affected by such delay, but shall not exceed the total amount of freight payable under this Bill of Lading.

The aggregate liability of the Carrier under this Contract and/or of any of its employees, staff members, agents or subcontractors shall under no circumstances exceed the limits of liability for total loss of the goods in accordance with the provisions of the regulations referred to in the first paragraph of this Condition (the Shipping Act and the Hague-Visby Rules).

The Client is not entitled to claim any amount for loss of profit or consequential damages.

 

4. Liability for pre- and post-sea transport.

In the event that the Carrier organises the phase prior to the maritime transport of the goods from a place other than the berthing area of the vessel at the port of loading or from the unloading of the goods to a place other than the berthing area of the vessel at the port of discharge, the Carrier shall contract with third parties at the customer's risk and expense, acting exclusively as the Client's agent. The Carrier shall not be liable for any loss, damage or fault in the goods occurring during such carriage prior to and/or after sea carriage between the ports of loading and discharge, even if the carriage charges for such transport have been collected by the Carrier.

 

5. Responsibility of the Client.

The Client is responsible for:

  • the payment of all customs duties, taxes, excise duties, fees and any other charges, regardless of the name given to them, relating to the transported goods;
  • penalties, surcharges and expenses related to non-compliance with customs, fiscal, sanitary or any other administrative regulations;
  • compliance with the rules and deadlines for delivery and collection of the goods set out in Condition 6 relating to the loading and unloading of the ship; and
  • the payment of freight under the conditions described in Condition 7.

The Client accepts liability for damage and/or expenses caused to the vessel, means of transport, cargo, containers, rolling stock or third parties due to the nature of the goods transported.

 

6. Loading and unloading.

(a) Both the loading and unloading of the goods or cargo units, whether full or empty, shall be arranged by the Carrier or its Agent.

(b) The cargo units shall be made available to the Carrier, in the port area designated by the Carrier, for loading and subsequent stowage on board the ship at least two (2) hours prior to the scheduled time of departure of the ship.

(c) The Client shall take charge of and care for the cargo units at its own risk and expense prior to loading and after discharge from the vessel, and the Customer shall be solely responsible for the proper stowage of the goods in the cargo units; the Carrier shall not be liable for improper stowage, lashing or arrangement of the goods in such cargo units. To this effect, the Client declares that they are aware of and accept the risks of maritime transport.

(d) Loading and unloading shall commence without prior notice.

(e) The Client or their Agent shall present the cargo units for loading as soon as the vessel can load and as fast as the vessel can receive them, in all cases, respecting the times set out in paragraph (b), which may be non-working days and/or hours, and including overtime, if the Carrier so requests, , whether customary at the port or not. If the Client fails to make the cargo units available to the Carrier in a timely manner when the vessel is ready to load, or fails to load as fast as the vessel can load, the vessel may leave port without notice, and the Customer shall be liable to the Carrier for false freight, costs and overtime incurred, losses, expenses and costs incurred by the Carrier.

(f) The Client shall take charge of the cargo unit as fast as the vessel is able to unload, even if it is on non-working days and/or during non-working hours. In the event that the Client or their representative does not collect the goods, the Carrier shall be deemed to have performed the Contract of Carriage between both parties as soon as the unloading of the cargo unit(s) covered by this Contract of Carriage has been completed. Once the loading units have been placed at the disposal of the Client or their representative at the dock or warehouse, the Client shall be liable for any damage or loss that may occur to the loading units and/or the goods, even in the event of an unforeseeable circumstance.

(g) If the Client fails to take charge of the cargo unit(s) as fast as the vessel can unload, or fails to remove the same at the port of destination within 24 hours, the Client shall be liable to the Carrier for any overtime costs, losses, costs and expenses, of whatever nature, incurred by the Carrier, including legal costs and expenses incurred in destroying the goods, as the case may be.

(g) If the cargo unit(s) are not removed within a reasonable period, or the Client or their representative is not found, or refuses to receive the same, the Carrier may request the deposit and sale of the same, including the goods contained therein in accordance with Spanish Law.

 

7. Freight and Expenses.

The price agreed when contracting the transport of the cargo units, whether paid or not, shall in no case be refundable. The Client may change the time and day of transport, provided that they request it at least 24 hours before the agreed date and time, and the transport may be carried out within one year from the Contract date. Once this period has elapsed without the contracted transport having been carried out, the Contract shall be terminated and shall be deemed without effect, with the Carrier retaining the amount of the price paid by the Client as compensation.

In the event that the Client does not request the change of time and day for the transport with the aforementioned 24 hours' notice and/or does not present the cargo units for loading at the agreed date and time, the Contract shall be terminated and be rendered without effect, with the Carrier retaining the amount of the price paid by the Client as compensation. In the case of Clients with credit, the Carrier shall invoice the price of the transport for which the reservation has been confirmed, and if the cancellation or modification of the same is not notified within the aforementioned time, the Client shall be obliged to pay the same.

Once the goods have been loaded and the carriage of the goods has commenced, the Client may not unload the cargo unit(s) at a place other than the port of discharge within the vessel's itinerary. The Client shall be responsible for all costs and expenses incurring in any extra handling of the cargo units covered by this Contract.

In the event of any stop to repair the vessel's hull, machinery or gear, the Client shall wait for the vessel to be repaired and may unload the vessel at their own expense if they deem it appropriate. Notwithstanding the foregoing, the Client shall pay the agreed freight and any damages caused to the Carrier, and shall not be entitled to claim any amount for such delay or any other damages.

If the Client loads more goods than agreed or if the goods loaded are heavier than declared, the Carrier is entitled to claim double the amount of freight that would have been due if the declaration had been made correctly, plus any costs incurred by the Carrier as a result. For the purpose of checking the accuracy of the data, the Carrier is entitled to obtain from the Client all necessary documentation accompanying the carriage and to verify the cargo and its contents, weight or measurement by means of the appropriate checks. In any case, the Client shall be liable for all consequences arising from this event. It is the Client's responsibility to provide the necessary documentation for the transport of the goods.

In the event that a Client fails to provide all the goods they have agreed to transport, they shall not be entitled to a reduction in the price of the transport and shall therefore be obliged to pay the full transport price.

In accordance with Articles 228 and 512, subsequent and concordant articles, of Maritime Navigation Act 14/2014 of 24 July and concordant regulations, the Carrier is entitled to request the deposit and sale of the transported goods in cases in which the Client does not pay the freight and/or its related expenses, including empty freight, delays and/or stoppages and/or detentions due and/or the part that may correspond to them pursuant to the general average principle, or fails to show up to collect the transported goods, and when it is impossible to complete the transport due to a fortuitous circumstance occurring during the voyage that makes its continuation impossible, illegal or prohibited.

 

8. Transported goods.

The Client shall be liable for any consequences arising from having shipped goods that differ in any way from those declared, whether such consequences affect the Carrier or third parties, and they shall also be liable for any consequences arising from inaccuracies in the customs declarations of such goods or from the lack of the relevant customs documentation.

Dangerous goods may not be shipped without prior declaration of their nature to the Carrier and without the express and prior consent of the latter for their carriage. They must be marked and labelled in all cases by the Shipper, in accordance with the regulations in force for each class of these goods. Should the Client ship dangerous goods in violation of the provisions of the preceding paragraph, they shall be liable to the Carrier and to the other shippers and/or customers for all damages caused; furthermore, such goods may at any time be unloaded, destroyed or rendered harmless as circumstances may require, without the right to compensation. Even in the case of the shipment of dangerous goods that have been correctly declared, these may be disembarked, destroyed or rendered harmless if they constitute a real danger to persons or property, without the right to compensation, unless the Carrier is responsible for this situation of danger, or when payment is due pursuant to the general average principle.

The Client is aware of the risks involved in maritime transport. The Carrier shall not be liable for any loss or damage caused to the cargo units and/or their contents and the Client shall cover any loss or expense incurred by the Carrier, if such loss, damage or expense has been caused by: (i) negligent loading, filling, stowage and/or lashing of the contents of the cargo unit; (ii) faulty stowage, packing and/or lashing of the goods in the cargo unit; (ii) if the contents are unsuitable for carriage in the cargo unit concerned; and/or (iii) due to the unsuitability or defective condition or malfunction, of whatever nature, of the cargo unit shipped.

In no case shall the Carrier, the vessel, the captain or crew of the vessel be liable for any damage to or loss of refrigerated or frozen goods shipped on board in containers or refrigerated vehicles due to any inadequacy or defects or damage thereto, since the vessel shall limit itself to providing a power supply to such containers or vehicles. The Carrier does not check the condition of perishable goods being transported at the time of shipment, and shall therefore not be liable for any damage they may suffer.

The Carrier may inspect the goods at any time, and for this purpose, it may open packages and containers. If as a result of such inspection it appears that the goods cannot be safely transported in any way or without incurring further costs, the Carrier may, without the consent of the Client, incur costs for the safe transport and/or unloading, abandonment or sale of the goods. The Client shall pay the costs incurred by the Carrier and compensate the Carrier for any damages caused to the latter.

 

9. General Average and Salvage.

The classification, settlement and apportionment of damages according to general average shall be made in the courts of the city of Santa Cruz de Tenerife, in accordance with the provisions of the York-Antwerp Rules of 1994, or any subsequent amendments thereto, in respect of all cargo, whether carried on or below deck. If a salvage vessel is owned or operated by the Carrier, salvage shall be paid as if the vessel were owned by a third party.

In order to guarantee the effectiveness of the contribution to the general average, the Client shall deposit or guarantee the amount that the Average Adjuster considers may correspond to them in the general average settled by them. Refusal by the Client to provide such security shall entitle the Carrier to retain the goods until payment has been made. If the salvage ship is owned or operated by the Carrier, the salvage compensation shall be payable as if it were an independent ship.

 

10. Both-to-Blame Collision, New Jason and Himalaya Clauses.

The Both-to-Blame Collision Clause, the New Jason Clause and the Himalaya Clause published and approved by BIMCO and made available to Clients shall apply to this Contract.

 

11. Contract modification.

No employee, agent or attorney-in-fact of the Carrier, nor the captain of the ship, may modify or vary the terms and conditions of this Bill of Lading unless such modifications or variations are made in writing by a person specifically empowered for that purpose or are expressly ratified in writing by the Carrier.

 

12. Express Submission.

The Carrier and the Client submit to the Courts and Tribunals of the city of Santa Cruz de Tenerife for the settling of any discrepancies that may arise in the interpretation, execution and/or application of this contract of carriage.