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Information COVID-19

Welcome back on board – we have missed you

The border between Germany and Denmark reopens 15.06.2020. That means that we again can welcome you on board, and we have been looking forward to that. Our ferries depart 60 times a day and it is again possible to enjoy good coffee and delicious meals on board. Furthermore, the Onboardshops on our ferries and our BorderShops in Puttgarden and Rostock are open and look forward to seeing you.

Your safety is important to us

At Scandlines, we always make sure that you get the best possible experience. Therefore, we have put up lots of hand sanitiser and visible distance markings on both our ferries and in the BorderShops. We are also fully up to date on the latest safety measures, and we always follow the authorities' instructions, so that we are completely ready to welcome you back under the right conditions.

It is very important for Scandlines that you as a customer feel safe at any time when travelling with us. This applies to both maritime safety and your health safety in relation to Covid-19

  • We follow the rules of adequate hand hygiene and have made hand disinfectant dispensers available for all passengers.
  • We have put up posters with advice on how to avoid the virus from spreading on all our ferries
  • We clean all areas and devices touched by many hands with disinfectant every hour. Among these areas are door handles, railings, water taps and push buttons for toilet flush.

Questions and Answers

Below we have listed the questions that we receive at our Customer Service Center and on Facebook, and that we consider of interest to others. We have listed the answers as well.

  • Can we count on going to Germany by ferry?

Yes, as of 15.06.2020, when the border between Denmark and Germany reopens, it will be possible for everyone to travel by ferry on our routes Puttgarden-Rødby and Rostock-Gedser.

To minimise the risk of infection, we highly recommend staying at home when feeling ill or showing any signs of Covid-19.

Scandlines continuously monitors the recommendations given by the German and Danish authorities. For more information, please refer to the Danish Authority’s website.

Please also follow our general traffic information here.

  • Can I travel through Denmark e.g. to Sweden without staying in Denmark? Which documents do I have to show the authorities?

Transit through Denmark is only permitted if the travel has a worthy purpose, e.g. Swedes who have been on holiday abroad and wish to enter Denmark for the purpose of returning home or tourists in Sweden wishing to return to their home country. 

Persons permanently resident in Germany or a Nordic country (Sweden, Norway, Finland and Iceland) are deemed to have a worthy purpose of transiting through Demark for the purpose of going on holiday outside Denmark, for example persons permanently resident in Germany who want to transit through Denmark for the purpose of going on holiday in Sweden or elsewhere in Germany, such as on Sylt, are deemed to have a worthy purpose of entry.

For binding information, see the Danish Police.

  • Is the number of passengers per crossing limited?

We have limited the maximum number of passengers on board by approx. 35 percent, with small variations from ferry to ferry. This way, we can guarantee that there is enough space for all passengers.

Prohibition against assemblies does not apply to general use of public transport or to the use of ferries. With more than 60 daily departures, the average number of passengers per crossing is low. Furthermore, it is possible to travel outside peak times and our ferries are big enough to avoid close contact to other passengers.

  • Is it permitted to stay in the car during the crossing?

Under normal circumstances, we recommend our passengers to go on the deck and enjoy the crossing. Our ferries are big and there is sufficient space to avoid close contact to other passengers. Furthermore, we follow the recommendations concerning Covid-19 given by the German and Danish authorities.

In connection with the Covid-19 crisis, there may be cases where passengers are permitted to stay in their cars during the crossing.

Please note: Permission to stay in the car will only be given when a request has been made to the Check-in staff. Along with your ticket, you will receive a pamphlet with instructions. It is important to follow these instructions.

The number of passengers allowed to remain on the car decks is determined to be maximum 100 passengers in 20 cars whichever is reached first.

If the number of passengers wishing to stay in their cars exceeds the maximum number allowed, all excess cars/passengers will need to await the next departure.

It is not permitted to start the engine during the crossing. There are no toilets on the car deck and smoking in your car is not allowed during the crossing.

  • Which precautions do you take at the harbours and on the ferries?

At the harbours, there is no close contact as everyone is in their own car.

On the ferries, we follow the rules of adequate hand hygiene and have made hand disinfectant dispensers available for all passengers. The dispensers are emptied quickly and we refill them as fast as possible. We have put up posters with advice on how to avoid the virus from spreading on all our ferries.

We clean all areas and devices touched by many hands with disinfectant every hour. Among these areas are door handles, railings, water taps and push buttons for toilet flush.

  • If any changes due to Corona occur and I already have booked a ticket, do you inform me directly or do I need to keep myself up to date?

Our Service Center will contact you if you have a booking for a departure that is changed or cancelled if our Service Center has your contact details. We recommend that you keep informed on our website, Scandlines.com

  • Will I receive an email if my departure is cancelled because of Corona?

Our Service Center will contact you if you have a booking for a departure that is cancelled if our Service Center has your contact details. We recommend that you keep informed on our website, Scandlines.com

  • I have booked a ticket but have become ill. Is it possible to get a refund?

Refundable tickets are of course always refundable.

When buying a ferry ticket, you always get the option to also buy a Refund Ticket Service for later ticket refunding if you have to cancel the ticket.

  • Is it possible to get a refund for tickets that could not be used due to Covid-19 travel restrictions?

At Scandlines, we follow the development of the Covid-19 pandemic as well as the official travel restrictions very closely. However, as a ferry operator we only conclude a transport contract, we do not provide services in the travel or package travel sector. Therefore, the reimbursement claims frequently mentioned in the press do not apply to our services.

It is very important for us to support our customers in this very difficult situation and help them find alternative solutions to prevent loss.

Refundable tickets are of course always refundable.

When buying a ferry ticket, you always get the option to also buy a Refund Ticket Service for later ticket refunding if you have to cancel the ticket.

Even if you have deselected Refund Ticket Service, Scandlines, exceptionally, offers that you can rebook tickets with departure up to and including 14.06.2020 at no cost. You can also upgrade an Economy ticket to Economy Extra by paying the price difference. Instead, you may decide on a voucher worth the unused ticket. This voucher can be used for a new ticket with departure dates until end 2021. The booking has to be made until 31.12.2020. To get at voucher, please contact our Service Center at servicecenter.germany@scandlines.com. For rebooking or more information please call our Service Center at +49 (0) 381 – 77 88 77 66 or +45 33151515.

  • As a SMILE member, can I exchange my ticket for SMILE points instead of rebooking or receiving a voucher for a new ticket?

Scandlines, exceptionally, offers that you can change tickets bought for the period of travel restrictions due to Covid-19 at no cost, though you will have to pay a possible price difference. You also have the possibility to get a voucher for a new ticket for use at a later stage. It is, however, not possible to exchange your ticket for SMILE points.

  • Can I change an Economy ticket to another type of ticket?

Scandlines, exceptionally, offers that you can rebook tickets with departure up to and including 14.06.2020 at no cost. You can also upgrade an Economy ticket to Economy Extra by paying the price difference. Instead, you may decide on a voucher worth the unused ticket. This voucher can be used for a new ticket with departure dates until end 2021. The booking has to be made until 31.12.2020. To get at voucher, please contact our Service Center at servicecenter.germany@scandlines.com. For rebooking or more information please call our Service Center at +49 (0) 381 – 77 88 77 66 or +45 33151515.

  • Is the BorderShop open?

Yes, as of 02.06.2020, the BorderShop in Rostock is open, the BorderShop in Puttgarden opens 15.06.2020. For information about opening hours and a description of what is on offer visit bordershop.com.

Easymarked is still open. Opening hours are from 06:00 until 22:00.

  • Is the number of customers allowed in Scandlines’ BorderShops at the same time limited?

In our BorderShop in Puttgarden, there is a maximum of 700 customers at the same time permitted. In our BorderShop in Rostock, the number is limited to 120.

All customers are counted at the entrance and the exit to guarantee that the maximum number is not exceeded.

We follow the instructions of the authorities to minimise the risk of infection. In Germany, at the present time, it is compulsory to cover nose and mouth in all stores. Thus, it is not permitted to enter Scandlines’ BorderShops without covering nose and mouth with a scarf or a mask.

  • Is the number of customers allowed in Scandlines’ Onboardshops at the same time limited?

We have limited the maximum number of passengers on board by approx. 35 percent, with small variations from ferry to ferry. This way, we can guarantee that there is enough space for all passengers.

We follow the instructions of the authorities to minimise the risk of infection. In Germany, at the present time, it is compulsory to cover nose and mouth in all stores. Thus, it is not permitted to enter Scandlines’ Onboardshops without covering nose and mouth with a scarf or a mask

  • What type of food and drink can I buy on board?

You can get something to eat or drink on board all Scandlines’ ferries. Scandlines FoodXpress and our Coffee Shop are open. However, our restaurant and buffets are closed.

  • Is it possible to shop on board?

Yes, our Onboardshops are open. In Germany, it is compulsory to cover nose and mouth in all stores. Thus, it is not permitted to enter Scandlines’ Onboardshops without covering nose and mouth with a scarf or a mask.


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