The Maritime & Coastguard Agency is the National Enforcement Body (NEB) of the EU regulation for passenger rights for people travelling by sea and inland waterways (EU 1177/ 2010). The role of the NEB is to work with the voluntary Complaint Handling Bodies and the maritime industry to ensure passenger rights regulations compliance by carriers and operators; and to take enforcement action in respect serious breaches of the regulation.
The regulation provides rights to passengers experiencing delay and cancellation of service as well as rights for disabled passengers and those with reduced mobility. Within the UK passengers who wish to make a complaint about their rights should contact the service operator. If the complaint is not resolved it can be sent to the relevant complaint handling body.
The purpose of this MCA survey is to find out, from disabled passengers and those of reduced mobility, their experience of transport using ships and how effective the provision of assistance has been when using ferries or cruise ships, as required by regulation EU1177/2010. The answers provided will allow us to monitor how well port terminal and vessel operators are complying with their obligations and how satisfied passengers are with the assistance being provided.
Further information on this regulation and the compensation rights of passengers travelling by sea involved in an accident can be found in the following documents:
Summary of EU Regulation No 1177/2010
Rights of passengers travelling by sea in the event of accidents
MGN 504 (M) Maritime passenger rights: Role of the national enforcement body
You may also like to download the EU Commissions (APP) concerning passenger rights within the EU.
The NEB can be contacted as follows:
Telephone: 020 381 72580 (voicemail)