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FAQs for Agents

FAQ for Travel Agencies / Agents:

How can I book a car?

  • Online Booking. To get access you must request an ExpressLink access.
    As a travel provider you just send an e-mail to online.buchung@scandlines.com including 
    information about your agency number and company address. Then you will receive a link 
    from Scandlines which can be installed on your travel company´s website.
  • Manual booking. To get access you must request an Agent Logon access.
    If you do not have an Agent Logon contract, please contact our Scandlines Customer 
    Service Center under CustomerService.Germany@scandlines.com.
  • Booking in Service Center generally in writing per e-mail to servicecenter.germany@scandlines.com 
    Please include the following exact data: travel date / departure time / which route and 
    direction / ticket type / vehicle type and length / number of persons / any customer ID.

    How is the payment made?
  • With customer ID and contract, according to the contract conditions.
  • Without customer ID and contract, via credit card, by telephone.

    In the case of cancellation of the ferry, can you use the booking on another day?
    In case of a cancellation of the ferry crossing, Scandlines Deutschland GmbH informs booked
    customers in general by text message and e-mail. The customer then has to contact our 
    Servicecenter to re-book or cancel the ticket free of charge.

    How many days are available for using the booking?
    That depends on the booked tariff:
  • Economy: Valid on the booked day and departure only.
  • Economy Extra: Valid on the booked day; booked departure is guaranteed, other departures with free space can be used.
  • Flex: Valid for any chosen departure on the booked calendar day, the calendar day before and the calendar day after the originally booked departure. Guaranteed crossing on any departure on those three days as long as the check-in deadline is obeyed.

    Is a re-booking for another day chosen by the customer free of charge?
    Only within the first 24 hours after the initial booking. After that, changes are invoiced according to the current Re-Booking Fee tariff. 
    Changing of an Economy tariff is not possible later than 24 hours after the initial booking.

    Will a customer resigning from the reservation receive a full refund of the reservation?
    That depends on the booked tariff:
  • Economy: no refund after the first 24 hours after the initial booking.
  • Economy with ticket Refund-Service: until 3 months after the booked outbound journey, full refund of the unused ticket (excl. the price for the Refund-Service).
  • Economy Extra: no refund after the first 24 hours after the initial booking.
  • Economy Extra with ticket Refund-Service: until 3 months after the booked outbound journey, full refund of the unused ticket (excl. the price for the Refund-Service).
  • Flex: until 3 months after the booked outbound journey full refund, as the Refund-Service is already included in the tariff.

    The above information can be looked up via the following link:
    http://www.scandlines.com/tickets-und-tarife/tickets-and-prices/ticket-terms.aspx

    All given information are subject to errors and modification.

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