TRAVEL TERMS AND CONDITIONS OF AS TALLINK GRUPP

These Travel Terms and Conditions of AS Tallink Grupp (hereinafter the Travel Terms) are valid on the voyages of AS Tallink Grupp and its subsidiaries (hereinafter Tallink). These Travel Terms are valid from 1 June 2024, and they are only applied to individual passengers. Terms and conditions that differ from these Travel Terms are applied to Tallink’s package trips, and they shall be published together with the package trip offer.

If your trip is booked before June 1, 2024, the previous travel conditions apply to your reservation.
Download the PDF file of travel conditions made before 31.05.2024

Part 1: General →
Part 2: Travel terms →
Part 3: Booking, paying for, changing and cancelling a ticket →
Part 4: Submission of complaints →
Part 5: Carriage of passengers with vehicles on the Muuga-Vuosaari route →
Part 6: Public wifi rules on the ships of as Tallink Grupp →

Part 1: GENERAL

- “Route trip” – a one-way or round trip that is not a cruise.

- “Cruise” – a round trip with the same ship, for which the ticket for the round trip shall be registered at the port of first departure and the trip includes overnight stay, which forms an inherent part of the passenger transport.

- “Day trip” – a round trip taking place on the same day where the tickets for both of the routes are registered at the port of first departure.

- “Passenger and car package” – a trip that includes a one-way ticket for at least one passenger and one vehicle (excluding bicycles and buses).

- “Booking” – an order placed by the passenger for using passenger transport, on-board services or other services (e.g. a service provided by a third party).

- “Ticket” – a certificate issued on paper or through electronic means by the carrier concerning the conclusion of a contract for the carriage of passengers by sea and the payment of the travel fee.

- “Passenger transport service” – a set of services that includes the transport of the passenger (a cabin, cabin place or deck place) and the accompanying vehicle.

- “On-board services” – services rendered on-board that are not passenger transport services. On-board services include cabin services, catering, sauna, welfare services and other services provided on-board.

- “Boarding pass” – a document issued to the passenger on paper or through electronic means on the basis of a ticket, which provides the passenger a right to enter the ship. Boarding passes are personal and they may not be transferred to other persons.

- “Family member” – parent or other legal representative of a travelling child.p>

- “Supervisor” – representative of a travelling child up to 17 years of age. The age limits for supervisors are:

1. on Tallinn-Helsinki route, without overnight stay - at least 21-year-old person;
2. on other routes – at least 25-year-old person. As an exception, the supervisor may be a teacher or coach under the age of 25 as an escort for their student or supervisee.

The supervisor should have reviewed Tallink's instructions for the supervisor and he/she has signed the relevant document, undertakes to be responsible for his/her representatives and to compensate for the damage caused by them.

- “Travel permission” – a specific document filled in and signed by the parent or another legal representative, by which the parent or another legal representative allows for a 15 to 17 year-old passenger to travel alone.

- “Travel authorisation” – a specific document filled in and signed by the parent or another legal representative, by which another person (another family member or supervisor) is authorised to act as the supervisor of their child for the duration of the voyage and obliging that person to take care and be responsible for the child for the duration of the whole trip.

- “Questionnaire for the supervisor” – a specific document filled in and signed by the supervisor of a 0 to 17 year-old passenger, by which the supervisor is obliged to be responsible for the 0 to 17 year-old passenger for the duration of the whole trip.

- “Service fee” – a fee for additional services (e.g., a postage fee) according to the price list of Tallink. The service fees have been disclosed on the homepage of the relevant domestic market.

- “Contractual Penalty” means the fee Tallink charges a passenger in the cases and according to the procedure set out in the Travel Terms and Conditions for changing or cancelling a ticket.

Part II: TRAVEL TERMS

2. CHECK-IN

(1) Tickets must be checked in prior to departure of the ship at the port terminal’s service desk, at the self-service kiosk, or through the online environment or a smartphone application.

(2) After the check-in of the Ticket, a boarding pass shall be issued to the passenger. The name of the passenger, time of departure, name of the ship and destination are indicated on the boarding pass, and a boarding pass shall be valid only when its owner is the person travelling at the time of the trip specified on the boarding pass.

(3) The boarding pass must be retained during the whole trip. A crew member has the right to inspect and the passenger has the obligation to present the boarding pass when entering the ship and also during the whole trip, upon request. Where necessary, the passenger should be able to prove one’s identity to a crew member.

(4) Check-in of a passenger without a vehicle:

1. is opened 1.5 hours before departure of the ship at the port terminal’s service desk. Check-in of Tickets in the online environment, the self-service kiosk and the smartphone application is available 24 hours before departure of the ship. Check-in is performed on the basis of the Ticket and a travel document.
2. Check-in is closed 30 minutes and entry on to the ship 20 minutes before departure of the ship.
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(5) Check-in of a passenger with a vehicle:

1. is opened 1.5 hours before departure of the ship at the port terminal’s vehicle check-in kiosk. Check-in of Tickets through the online environment and the smartphone application is available 24 hours before the departure of the ship. Check-in is performed on the basis of the Ticket, a travel document and the vehicle registration certificate.
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3. Check-in is closed 30 minutes before departure of the ship.
4. After the check-in of a Ticket, the passenger with a vehicle must have arrived at the port’s vehicle waiting area at least 30 minutes before departure of the ship.
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(6) Passengers arriving after the time specified in clauses 4 and 5 shall not be checked in on the ship, and the Ticket shall lose its validity.

3. TRAVEL DOCUMENTS

(1) The passenger must carry a valid travel document and other necessary documents, including a visa, where necessary, along during the whole duration of the trip, and the passenger shall be responsible for the validity and correctness of all of the documents.

(2) All passengers crossing the state border are obliged to submit a travel document. Any persons without a travel document, or such persons who refuse to present one, are not allowed on-board.

(3) Tallink shall not compensate the passenger the cost of a Ticket, if the trip is cancelled due to an inadequately formalised or invalid travel document or if the passenger lacks the necessary travel document.

4. PERSONS WITH A DISABILITY OR REDUCED MOBILITY

(1) To ensure that any person with a disability or reduced mobility would have equal opportunities for travelling on waterways in comparison with other passengers, the person with a disability or reduced mobility shall have, in addition to general passenger rights, such rights that are based on regulation no. 1177/2010 handling the rights of passengers travelling by sea and inland waterways
http://eur-lex.europa.eu/legal-content/ET/TXT/?qid=1426665556376&uri=CELEX:32010R1177 

(2) If the passenger is accompanied by a licensed guide dog (a guide dog is a licensed dog accompanying the person with a disability or reduced mobility) during the trip, the passenger should have the necessary documents for taking the guide dog to and from the country – a guide dog passport is obligatory for all passengers travelling with pets within the European Union.

(3) When making a booking, the passenger shall be obligated to present any required information concerning the guide dogs and their number for making a booking for a guide dog.

5. TRANSPORT OF PETS

(1) The passenger must have the necessary documents for taking the pet to and from the country. A pet passport is obligatory for all passengers travelling with pets within the European Union.

(2) A crew member has the right to inspect and the passenger is obliged to present the document of the pet specified in subsection 1 of this clause upon entry on to the ship, and also during the trip, upon the request of a crew member.

(3) The transport of pets that may be hazardous to passengers and crew may only take place on special agreement with the carrier. The applications for reaching such a special agreement should be submitted to the following e-mail addresses: customerservice@tallinksilja.com

(4) The passenger shall be obliged to inspect the cabins, cages and other arrangement prior to making the booking. More detailed information has been provided on the homepage:

- In Estonia: https://ee.tallink.com/et/lemmikloomad

- In Finland: https://fi.tallink.com/lemmikkielaimen-kanssa-matkustaminen

- In Sweden: https://se.tallink.com/bra-att-veta/husdjur

- In Latvia: https://lv.tallink.com/lv/good-to-know#1450434

- Internationally: https://en.tallink.com/good-to-know#1450434

(5) When making a reservation, the passenger is obliged to provide the necessary data for booking pet transportation and the number of pets.

(6) Tallink will not reimburse the passenger for the ticket if the trip does not take place due to incorrectly completed or missing documents regarding the pet.

Part III: BOOKING, PAYMENT, CHANGING AND CANCELLATION OF THE TICKET

(1) These terms and conditions for booking a Ticket and making a payment (hereinafter the Terms) are valid for the bookings made by an individual passenger in Tallink’s online environment, via the smartphone application, at the sales agency, in the contact centre, at the port terminal service desk, in the self-service kiosk or the other travel agent’s agency or its online environment.

(2) These Terms are valid for bookings made in the online environment and via the smartphone application for up to 24 passengers and for bookings for up 9 passengers made through other channels.

(3) A Ticket can be booked and paid for in the environments referred to in paragraph 1.

(4) A Ticket cannot be cancelled in Tallink's online environment and via the smartphone application or the travel agent's online environment.

(5) A Ticket can be changed and cancelled in all environments referred to in paragraph 1, except as provided in paragraph 4.

(1) When making a Booking, the full price of the Booking should be paid immediately.

(2) A Booking that has not been paid on time will be cancelled.

(3) If a Booking has been made less than 5 business days before departure and the payment is made by bank transfer, the employee of the port terminal service desk will have the right to request payment on the spot if the total amount provided in the Booking has not been transferred to Tallink’s bank account by the time of check-in.

3. TICKET CHANGING
 

(1) It is allowed to change the direction and/or itinerary set on the ticket, the date or time of departure, cabin class, vehicle and on-board service, and any changes to the above-mentioned services may change the fare to be paid.

(2) Changing a passenger's personal information on a ticket is not considered to be a change of ticket.

(3) When changing a Ticket, the changed service must be paid for in accordance with Tallink's price list. When changing the Passenger transport service and/or the Onboard service, the price arising out of the difference between the price of the initially purchased service and the changed service must be paid, or the price is refunded to the same bank account from which the Ticket was paid for and a Contractual penalty is imposed.

(4) The Ticket may be changed on all ferry routes (except Tallinn-Helsinki) under the following conditions:

1) If the Ticket is changed 21 or more days before departure, no Contractual penalty is imposed.

2) If the passenger wishes to change the travel destination and/or route, departure date or time on the ticket from 20 days to 24 hours before the departure of the ship, as well as if the ticket has already been registered for the trip (check-in), the passenger pays the contractual penalty of 10 euros, the difference in the price of the ticket is not compensated and if the changed ticket is more expensive than the original one, the passenger pays the price difference.

3) The passenger cannot change the direction and/or itinerary, the date and time of departure or the number of passengers less than 24 hours before departure.

(5) Ticket changing on the Tallinn - Helsinki route is possible under the following conditions:

1) If the ticket is changed 7 or more days before departure, no Contractual penalty is imposed.

2) If the passenger wishes to change the travel destination and/or route, departure date or time on the ticket 6 days to 30 minutes before the departure of the ship, as well as if the ticket has already been registered for the trip (check-in), the passenger pays the contractual penalty of 10 euros, the difference in the ticket price is not compensated and if the changed ticket is more expensive than the original one, the passenger pays the price difference.

3) Less than 30 minutes before the departure of the ship the passenger cannot change the destination and/or route, departure date, time or reduce the number of passengers on the ticket.

5) The Business Lounge class ticket is not subject to a Contractual penalty and the Ticket can be changed until the end of the registration.

(6) When changing a Business Lounge class ticket, contrcatual penalty is not applied and the ticket can be changed up to 30 minutes before the ship's departure.

(7) If the Ticket is changed with regard to cabin services less than 48 hours before departure, the cost of cabin services will be withheld as the Contractual penalty.

(8) Unused serial tickets will not be bought back.

(1) Tallink will unilaterally cancel an unpaid Booking. Tallink will cancel a Ticket if the passenger has not registered (check-in) the Ticket in Tallink’s online environment, via the smartphone application, in the port terminal service desk or in the self-service kiosk before the departure of the trip or if the passenger has no valid travel document. In case of a Day trip or a Cruise, Tallink will cancel the whole trip if the passenger has not registered the Ticket in the port of first departure.

(2) In the event of cancellation of the Ticket, a Contractual penalty is imposed based on these Terms. In case of cancellation of the Ticket, the Ticket price will be returned to the same bank account from which the Ticket was paid for after deducting the Contractual penalty from the price.

(3) The Contractual penalty is applied as follows (except for the Tallinn-Helsinki route):

1. If the Ticket is cancelled more than 21 or more days before departure, a Contractual penalty of €10 will be withheld and the remaining cost of the Ticket refunded.
2. If the Ticket is cancelled 20 to 10 days prior to departure, a Contractual penalty of €10 plus 20% of the cost of the Ticket will be withheld and the remaining cost of the Ticket refunded.
3. If the Ticket is cancelled 9 days to 48 hours before departure, a Contractual penalty of €10 plus 50% of the cost of the Ticket will be withheld and the remaining cost of the Ticket refunded.
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4) If the Ticket is cancelled less than 48 hours before departure, 100% of the cost of the Ticket will be withheld as a Contractual penalty.

(5) The Contractual penalty is applied Tallinn-Helsinki route Ticket as follows:

1. If the Ticket is cancelled more than 7 days before departure, a Contractual penalty of €10 will be withheld and the remaining cost of the Ticket refunded.
2. If the Ticket is cancelled 6 days up to 48 hours before departure, a Contractual penalty of €10 plus 20% of the cost of the Ticket will be withheld and the remaining cost of the Ticket refunded.
3. If the Ticket is cancelled less than 48 hours before departure, 100% of the cost of the Ticket will be withheld as a Contractual penalty.
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Part IV: SUBMISSION OF COMPLAINTS

(1) The passenger has the right to submit a complaint for the action or inactivity of Tallink in any form. If a dispute cannot be settled on the basis of an orally submitted complaint, the passenger shall submit it to Tallink in writing or in a format that can be reproduced in writing.

(2) A complaint can be submitted to Tallink’s customer feedback e-mail address, in writing by mail or by filling in the questionnaire-application on the homepage of Tallink.

Estonia: AS Tallink Grupp, Sadama 5/7, 10111 Tallinn, Klienditugi@tallink.ee https://ee.tallink.com/et/tagasiside

Finland: Tallink Silja Oy, PL 100, 00181 Helsinki, https://fi.tallink.com/asiakaspalautteet

Latvia: AS Tallink Latvija, Eksporta iela 3a, LV-1010, Riga, Latvia, http://tallinksilja-lv.custhelp.com/

Sweden: Tallink Silja AB, Att: Kundrelationer Box 27295 102 53 Stockholm kundrelationer.swe@tallinksilja.com, https://se.tallink.com/feedback

Internationally: AS Tallink Grupp, Sadama 5/7, 10111 Tallinn international.sales@tallinksilja.com,  https://en.tallink.com/feedback

(3) The complaint should include at least the following data: - name and contact data of the complainant; - date of submission of the complaint; - description of the deficiency of service; - claim to be submitted.

(4) In case of a financial claim, the relevant expense documents or other relevant documents should be added to the complaint.

(5) Complaints concerning the on-board services provided on the ship must be submitted immediately to the information desk during the trip.

(6) If the passenger has submitted a complaint in writing or in a format that can be reproduced in writing, Tallink shall confirm the receipt of the complaint in the same format.

(7) Generally, a complaint is solved within 2 months of the receipt of the complaint by Tallink, at the latest. Complaints, the solving of which requires special control and/or other special operations, shall be settled pursuant to the due dates stipulated in the legislation.

(8) Tallink is obliged to notify the passenger of the course of settling the complaint and a justified need to extend the due dates.

Part V: CARRIAGE OF PASSENGERS WITH VEHICLES ON THE MUUGA-VUOSAARI ROUTE

(1) Boarding passes for a ship travelling on the Muuga-Vuosaari route must be kept until leaving the territory of Muuga or Vuosaari Harbour.

(2) Check-in of passengers with vehicles for a ship travelling on the Muuga-Vuosaari route is closed 45 minutes before the departure of the ship.

(3) After check-in, passengers with vehicles must be present in the vehicle waiting area 45 minutes before the departure of the ship.

(4) Provision of service to disabled persons and persons with reduced mobility cannot be guaranteed on a ship travelling on the Muuga-Vuosaari route.

(5) There is no carriage of pets on a ship travelling on the Muuga-Vuosaari route.

(6) Tickets are booked for a ship travelling on the Muuga-Vuosaari route and payment is made according to the procedure set out in the Travel Terms and Conditions.

(7) Upon changing the Ticket for a ship travelling on the Muuga-Vuosaari route, the terms and conditions for changing tickets applicable on a ship travelling on the Tallinn-Helsinki route set out in the Travel Terms and Conditions (part III, subsection 3 (5)) shall apply.

(8) Upon cancelling the Ticket for a ship travelling on the Muuga-Vuosaari route, the terms and conditions for cancellation applicable on a ship travelling on the Tallinn-Helsinki route set out in the Travel Terms and Conditions (part III, subsection 4 (5)) shall apply.

(9) Only passengers with vehicles are carried on ships travelling on the Muuga-Vuosaari route. There is no carriage of passengers travelling on foot.

Part VI: PUBLIC WIFI RULES ON THE SHIPS OF AS TALLINK GRUPP

By starting to use free wireless internet service (hereinafter referred to as "wifi") provided by Tallink, the user confirms that he/she has reviewed and agrees to the following terms of use:

(1) When using wifi, the user is guided by good practice and the legislation of both the European Union and the ship's flag state regarding the use of wifi. The user agrees not to use or attempt to use the wifi for fraudulent, illegal, harassing or abusive purposes and in a way that damages or poses a risk to Tallink or third parties.

(2) The user should independently take the necessary measures to ensure that the device used for wifi consumption is secured and protected against information technology attacks. Tallink is not responsible for any damage.

(3) The user agrees that the following is prohibited when using wifi:

1. 1) to distribute pirated software and make information, the distribution of which is restricted by copyright or data protection legislation, available online;
2. 2) to call for violence, terrorism, coup d'état, computer hacking;
3. 3) to distribute data, the use of which allows unauthorized access to computer systems or the data contained therein;
4. 4) to use derogatory expressions against other persons, insult them or call for discrimination against them or violate their rights in any other way.
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(4) Tallink is not responsible for the legality, quality, morality or correctness of the information received via wifi.

(5) Tallink is not responsible for the lack of privacy and/or invasion of the user's or other person's privacy that may occur or may be experienced when using wifi.

(6) Tallink has the right to limit or stop the use of wifi or unilaterally change the wifi functionality or conditions of use for the purpose of ensuring security (for example, to prevent attacks). Consequently, the user has no claims against Tallink. Tallink may change the wifi or its terms of use without prior notice.

(7) Tallink is not responsible for any illegal activity and/or damage caused via wifi.

(8) Tallink has the right to collect from the user all the damage caused by the user to Tallink by using wifi.