Were you affected by the delays on 19 July 2026?
On 19 July 2026, we experienced technical issues on the Gedser–Rostock route, resulting in significant delays. We sincerely apologize for the inconvenience this caused and would like to thank you for your patience and understanding.
Compensation rules
If you had a ticket for a Gedser–Rostock departure on 19 July 2026, and your journey was affected by the operational disruptions, you may be entitled to compensation.
Compensation for delays
If your departure was delayed and you meet the conditions below, you are entitled to compensation for the affected part of your journey:
- 25% of the ticket price if your departure was delayed by 60 minutes or more.
- 50% of the ticket price if your departure was delayed by 2 hours or more.
If you travelled via Rødby–Puttgarden
If you chose to travel via Rødby–Puttgarden due to the delay on the Gedser–Rostock route, we will refund the price difference between your original Gedser–Rostock ticket and an equivalent Rødby–Puttgarden ticket.
If your departure was cancelled
If your Gedser–Rostock departure was cancelled, we will refund the full cost of your unused ferry ticket.
You can read more about the terms and conditions for cancelled ferry departures here.
How to claim compensation
To claim compensation, please contact our Customer Service team by email and provide your booking number. You can find your booking number in your booking confirmation email.
You must be able to provide documentation of your journey when submitting your claim.
Please note:
Once your compensation has been processed by our Customer Service, it may take up to 30 banking days before the amount appears in your account.
If you have already contacted Customer Service regarding compensation, there is no need to contact us again. We will process your enquiry as soon as possible.
An extra thank you for your patience
If you meet the conditions for compensation, we would also like to offer you a complimentary return Flex Ticket for travel before 31 December 2026 as an additional voluntary compensation and gesture of appreciation for your patience.
To book your complimentary tickets, please email our Customer Service team with:
- Your booking number as proof that you had a ticket for a Gedser–Rostock departure on 19 July 2026 during the affected time period.
- Your preferred travel dates for the complimentary tickets, along with your vehicle type.
Please contact us at least 14 days before your preferred departure date so that we can reserve your tickets. Given many of our customers book a long time in advance, the earlier you contact us, the better we can help you find your preferred crossing. The booking is subject to availability of space on board.
We are experiencing a high volume of enquiries
We are currently receiving a large number of emails from affected customers, which means our response times may be longer than usual.
We are doing everything we can to respond to all enquiries as quickly as possible and appreciate your patience.