Feedback and refunds

We welcome any feedback that helps us improve our products and services. If you encounter any issues before or during your journey, here are the steps you can take and how we will assist you.

ship in nordnorge

Claims and refunds

If you have an inquiry regarding claims or refunds, you will find details about your rights and how to proceed in relation to specific events below. 

Cancelled voyage

  • Automatic refund (rebooking for package voyages may be offered if available).
  • Free transport to port of disembarkation / departure in the event of post-departure cancellations.
  • Use the form for reimbursements of travel expenses.

Cancelled excursion

  • Cancelled excursions will be automatically refunded.
  • Excursions booked on board will be refunded on board.
  • You don't need to do anything for cancelled excursion refunds; they're automatic. Use the form for further questions.

Onboard purchases

  • Review your onboard purchase receipt before disembarking.
  • Address any concerns with crew before disembarking.
  • Use the form below for post-voyage inquiries.

Who to contact for refunds

If you are eligible for a refund, we ask you to contact the place where you purchased the service.

  • Onboard Purchases: Contact the crew onboard.
  • Online or Customer Service Purchases: Use the form below to get in touch with us.
  • Travel expenses related to cancellations: Use the form below to get in touch with us.
  • Through a Travel Agency: Contact your agency directly.

 

Ensure you keep and submit all relevant documentation to expedite the refund process. Note that you do not need to contact us for refunds related to cancelled bookings or excursions, as these are handled automatically. For more information, please refer to our Terms and Conditions.

General complaints

If an issue arises before or during your journey, it is crucial to report it immediately and at the location where it occurs.

  • Problems during the voyage should be reported to the crew onboard.
  • Failure to report an issue promptly, or declining reasonable on-site resolutions may affect your ability to claim compensation.
  • If you reported an issue without being provided with a resolution on board, we urge you to get in touch.  
  • To submit a general complaint, please use the form below.