FAQ

Booking, payment, changing and cancellation of the ticket

1. General terms for booking 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.

2. Payment for the booking

(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.

(6) When changing a Business Lounge class ticket, contractual 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.

4. Cancelling a ticket

(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.
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.

(4) 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.