Verkaufsbedingungen Fred Olsen

General conditions of carriage

ONE: The ticket is in the passenger's name and is personal and non-transferable. Its use by anyone other than the passenger will give rise to the liabilities stipulated by law, except for non-resident passengers on class H ships (La Gomera Internal Line - Benchi Express - and the line between Corralejo and Playa Blanco on the Buganvilla Express ship), who do not need to present identification documents and need only present the non-named ticket in printed or digital format in order to board. In this case, the ticket holder will be treated as a passenger for the purposes of these General Conditions.

TWO: The passengers whose names appear on the ticket or, in the case of non-residents on the aforementioned routes operated with H class ships, the ticket holders, have the right to be transported by the company on the route indicated on the ticket, along with their personal luggage up to a maximum of 20 kg per person. Luggage will be transported in the ship’s quarters indicated by the company. The company does not accept any liability for the transportation of valuables.

The transportation of illegally traded goods, hazardous goods and/or articles included in the IMDG Code is prohibited, except in the case of companies engaging in the transportation of goods (freight), provided that the following requirements are met: a) that the goods can be legally carried on the ship in question; b) that the shipowner is informed at least 72 hours in advance and has expressly agreed to transport them; c) that the transport company complies with each and every one of the conditions imposed by Fred. Olsen, S.A. for the transportation of the goods in question.

THREE: During the journey, the passengers whose names appear on the ticket or, in the case of non-resident passengers on the lines operated with H class ships, the ticket holders, are covered by Compulsory Passenger Insurance. Passengers must behave in accordance with the safety and police regulations, both general and those of the ship, and the company is not liable for the outcome of any passenger’s negligence or failure to comply with the aforementioned regulations.

FOUR: The price of the ticket does not include meals or refreshments on board, unless the Specific Conditions of the chosen fare expressly state otherwise.

FIVE: The carrier undertakes to use its best endeavours to transport passengers and luggage with reasonable diligence. However, given the particular characteristics of maritime transport, which is affected by external factors, the dates and times indicated on the schedules cannot be guaranteed. If necessary, the Company may replace the ship assigned to that voyage and/or vary both the schedule for and the dates of the voyage. In this case, the passenger will be entitled to either receive a refund of the price or make a new booking on the first or successive dates or times when there is availability.

In the case of tickets with connecting routes and/or with Ferry bus, the Company schedules the timetables with sufficient time to make the connections comfortably. However, sometimes delays may occur for various reasons and the Company does not guarantee the connection, but will relocate the passenger to the next available route with free seats. The Company cannot be held responsible for any inconvenience or loss caused by missing the scheduled connection when the delay is due to force majeure, such as adverse weather conditions, unusual traffic congestion, accidents, acts of third parties or any other event beyond the reasonable control of the Company.

SIX: The ticket is valid for one year from the date of issue unless otherwise stipulated in the specific conditions of each fare. Within the aforementioned validity period, and in the event that it is not used on the date for which it was booked and on the specific journey for which it was issued, the owner or ticket holder may make use of it, after requesting a booking and paying any difference in fares.

Cancellation and reimbursement of the ticket price is only possible when the specific conditions of the purchased fare expressly state that the price is REFUNDABLE. If the ticket was issued by a travel agency, the refund must be requested through the travel agency.

SEVEN: Any complaint, suggestion or query towards the company, may be formalized through the corresponding form on the website www.fredolsen.es or in writing by mail to the Customer Service Department of Fred. Olsen Express (Polígono Industrial Añaza s/n, 38111 - Santa Cruz de Tenerife). For proper handling, it is recommended that you indicate the Locator number / Ticket number.

EIGHT: In the event of damage to luggage or vehicles, the company is only liable up to the maximum amount per item of luggage stipulated in the maritime regulations at any given time. For luggage transported inside a vehicle, all of the luggage is treated as one item of luggage. The operations for the embarkation and disembarkation the vehicles covered by this ticket are carried out by the owners or their representatives and the carrier is not liable for any incidents or breakdowns that may occur during these operations, unless they are the direct fault of the carrier itself or its employees.

Fred. Olsen, S.A. has different types of accommodation for pets, which are described in the Specific Conditions. Passengers who decide to leave their pet in their vehicle on the car deck during the voyage do so under their own responsibility, fully releasing Fred. Olsen Express from any liability in this respect. In this case, adequate ventilation and conditions must be ensured.

NINE: You will be able to embark by going to the boarding points on foot or in your vehicle and you will only have to provide your identity document, unless the ticket indicates that you must prove your identity or any of the conditions of the ticket, in which case you should go to the Fred. Olsen service points located at the maritime station well before the time limits specified by the carrier.

On routes operated with H class ships, NON-resident passengers will be exempt from presenting identity documents, and in order to embark, they will need to present a printed or an electronic ticket.

On the internal La Gomera route (SS. Gomera-Playa Santiago-Valle Gran Rey), RESIDENT passengers must present:

1. Their Spanish National Identity Document (DNI) or Foreigner Identity Document (NIE); and 2. If said documents do not show their address in the Canary Islands, they must present their DNI/NIE together with the valid certificate of residence for travel (in accordance with the form set out in Annex I of Spanish Royal Decree 1316/2001), on paper. You must provide the shipping company with a copy of this documentation, either 48 hours in advance, on the website https://www.fredolsen.es/es-ES/main/bookingaction.aspx?action=10, or at the terminal counter, prior to boarding.

Time limit: Unless other time limits are shown on the ticket, as a general rule passengers must be ready to embark at least 20 minutes before the departure of the ship. If vehicles are being transported, they must be on the quay in readiness for embarking 40 minutes before the ship departs. Failure to comply with these time limits will result in the passengers and/or their vehicles automatically losing their booking.

On journeys between the Canary Islands and the mainland, both passengers and vehicles must be ready for boarding one hour in advance.

In either situation, once the time limit has elapsed, the carrier declines all liability for not allowing the passenger and/or vehicle to embark.

TEN: The transportation of vehicles as either passenger vehicles or freight will be subject to the rules laid down by the company. See the Specific Conditions.

ELEVEN: No agent, employee or representative of the carrier will have the authority to alter, modify or waive any of the provisions of this contract.

TWELVE: a) Under no circumstances will confirming the departure for an OPEN ticket give rise to a refund. b) The tickets are governed by the specific conditions of the purchased fare, which are notified at the time of purchase and can be found in the corresponding section of these conditions. c) Tickets issued with promotional fares or Offers will be governed by the Specific Conditions, which must be consulted for each Offer. d) The Savings Packages grant a discount to a fixed and unalterable group of passengers and are therefore indivisible. If any of the places are not used, no refund will be made and these places may not be used during another departure. Changes to the ticket will affect all package components, and it is not possible to make changes regarding a single passenger within the savings package.

THIRTEEN: The General Transport Conditions may be affected by the Specific Conditions of the fares or offers. Please ensure that you are familiar with the Specific Conditions of the purchased fare.

FOURTEEN: You agree that Fred. Olsen, S.A. has the right, at its discretion (subject only to a refund of the fare paid), to refuse to transport any person, pet, luggage or vehicle for any reason related to safety, the interests of the safety and welfare of the other passengers, or to ensure compliance with immigration, customs, health or other applicable regulations.

As a passenger, you are obliged to comply with all safety regulations and warnings and to obey any instructions given to you by our employees or agents. You must behave at all times in a manner that does not endanger or threaten people or property, avoiding any conduct that could injure any person and refraining at all times from making threats or insults and from assaulting or intimidating other passengers or crew members. If this company considers that there are reasonable grounds to believe that your conduct could be a cause for alarm during the voyage, Fred. Olsen, S.A. reserves the right to refuse to allow you to embark or to ask you to disembark and/or leave the terminal facilities, and to report the facts to the competent authorities. We also reserve the right to refuse to carry you on your return journey or at any time in the future. In such circumstances, Fred. Olsen, S.A. will not refund the amount you paid for the relevant voyage, will accept no liability for any inconvenience or damage you may suffer as a result of the cancellation of your voyage, and will ask you to pay any costs incurred by the company in repairing or replacing any property that was damaged, destroyed or stolen by you, as well as any compensation due to any passenger or crew member affected by your actions.

Specific transport conditions

DISCOUNT FOR CANARY ISLANDS RESIDENTS.

In accordance with the provisions of Spanish Royal Decree 1316/2001, of 30 November, and Spanish Decree 222/2000, of 4 December, residents of the Canary Islands who also meet one of the following requirements, and can prove this with the corresponding documentation, are entitled to a 75% discount on the price of tickets for island and inter-island maritime journeys, and for journeys between the Canary Islands and the mainland:

They must be Spanish citizens or citizens of a member country of the European Union, European Economic Area or Switzerland.
They must be nationals of countries other than those listed above, who have obtained a residence permit in Spain as family members of a Spanish, EU, EEA or Swiss citizen, in accordance with Spanish Royal Decree 240/2007, of 16 February, or be third-country nationals who are family members of Spanish citizens and hold a temporary residence permit due to exceptional circumstances based on FAMILY ties, in accordance with Article 124.3 of Royal Decree 557/2011 or Article 125.1.e) of Royal Decree 1155/2024.
They must be third-country nationals (other than EU, EEA or Swiss nationals) who have obtained a LONG-TERM residence permit in Spain, in accordance with Spanish Organic Law 4/2000, of 11 January, and its implementing regulations.

As established in Spanish Royal Decree Law 1/2014, Article 4.2, residence must be accredited through the automatic residency accreditation system (SARA database), providing the relevant identity document (DNI/NIE) number when purchasing the ticket and presenting that document at the time of embarkation.

When it is not possible to prove residence electronically by consulting SARA, the following documentation must be presented before boarding:

Essential documentation required: Valid certificate of residence issued by the relevant local council (in accordance with the model set out in Royal Decree 1316/2001).

Additional documentation depending on nationality:

Spanish citizens: DNI
Citizens of the EU, EEA or Switzerland:

- Passport or identity card with photograph

- NIE card

Third-country nationals: One of the following options:

- Foreign national identification card/residence permit specifying ‘family member of a Union citizen’ or ‘long-term residence’

- Resolution from the Immigration Office granting a residence permit to family members of Spanish nationals or due to exceptional circumstances of family ties.

Important note: If the document provided does not include a photograph, the passport or identity document from the country of origin must also be presented to prove identity.

More information about the resident’s subsidy is available on the website of the Ministry of Transport, Mobility and Urban Agenda, https://www.mitma.gob.es/marina-mercante/subvenciones-para-el-transporte-maritimo/informacion-general

Internal La Gomera route: To benefit from this resident discount on the internal La Gomera route, you will need to present your DNI with your Canary Island address or, failing that, your DNI/NIE together with a valid certificate of residence for travel, on paper, at the time of purchasing the ticket; and present them at the time of boarding.

LARGE FAMILY DISCOUNT

In accordance with the provisions of Spanish Royal Decree 1621/2005, of 30 December, the large family discount is applicable to inter-island routes and between the mainland and the Canary Islands; therefore, it does not apply to the La Gomera coastal route (San Sebastián de La Gomera-Playa Santiago-Valle Gran Rey).

The applicable discount is 20% of the rate if you are a member of a general-category large family, and 50% if you are a member of a special-category large family.

In order to be eligible for this discount, passengers must prove their status as a large family by means of an official certificate issued by the Autonomous Communities, in accordance with Spanish Royal Decree 1621/2005, of 30 December, Article 12.1 (https://www.boe.es/buscar/doc.php?id=BOE-A-2006-674) approving the regulations of Spanish Law 40/2003, of 18 November, on the Protection of Large Families, Article 12 a) (https://www.boe.es/buscar/act.php?id=BOE-A-2003-21052).

The above subsidies granted by the Ministry of Development and those granted to regular maritime passenger transport by the Autonomous Communities and other Public Administrations are compatible and may be combined.

GROUP DISCOUNT

On our inter-island routes, if you are travelling in a group of more than nine people, you are eligible for special discounts but you must request a quote for this using our request form. More information and the form to request a quote can be found at: https://www.fredolsen.es/en/buy-tickets/group-reservation

ACCREDITATION FOR SUBSIDIES AND OTHER DISCOUNTS

In order for any additional subsidy or sales discount offered to be applied, you must provide proof of your eligibility prior to boarding. The ticket issued will indicate whether you must go to the offices of Fred. Olsen Express, located at the port facilities, to provide or update the necessary documentation, in which case it must be presented well in advance of embarking.

If you have any documentation that must be provided (large family, residence - census certificate issued by the town council according to the model in Annex I of Spanish Royal Decree 1316/2001 - or similar), you can validate it online up to 24 hours before your voyage in the MY DOCUMENTATION* section of our website or present it at any of our terminals or sales offices.

*The uploading of documentation to our website is not valid for travellers without a DNI (children or foreign passengers with a Certificate of Residence for Travel and NIE number).

If you are unable to validate your documents prior to the day of your voyage, you must arrive at our port offices well in advance with your printed documents. The recommended time limit in these cases is at least one hour before the ship departs. In no case will it be possible to provide documentation after travelling.

NOTE: in the case of the Military Subsidy, you must indicate the Military Identification Number (TIM) and present the card on boarding.

MINORS

Classification: For safety reasons you must indicate whether you are travelling with infants, aged 0 - 3 years, or children aged 4 - 11 years. A variable commercial discount applies to these groups of passengers.

Conditions for travel:

Infants and children up to the age of 11 must always travel accompanied by an adult and be linked to the same ticket. The adult will be responsible for the child during the journey, as well as for presenting his/her ID card or the original of the family book (or birth certificate issued by the corresponding Civil Registry) when the child does not have an ID card.
From 12 years of age, passengers may travel alone, presenting their original documentation: DNI, passport or NIE. Although the DNI is only compulsory from the age of 14, if a minor child is travelling alone, it is essential that they have this documentation to prove their identity.
Canary Island Residents: In order to apply the Canary Island Resident discount to a minor who meets the requirements for this and who is travelling without a DNI - or whose residence has not been accredited through the telematic system for automatic accreditation of residence (SARA) -, the adult responsible must also present, together with the Family Book, the valid certificate of residence for travel of the minor, issued by his/her local council and printed out.

If the minor travelling alone meets the requirements to benefit from the Canary Islands resident's allowance, residence will be accredited through the SARA system with their DNI; if this cannot be accredited in this way, the minor must also present, together with the DNI, the valid certificate of residence to travel, issued by their local council and printed out.

LUGGAGE

The passengers indicated on the ticket are entitled to travel with their personal luggage up to a maximum of 20 kg per person. Each passenger must be able to handle and/or carry all their baggage by themselves, without assistance and at one time. Luggage will be transported in the ship’s quarters indicated by the company. The company does not accept any liability for the transportation of valuables. The transportation of illegally traded goods, hazardous goods and/or articles included in the IMDG Code is prohibited (in accordance with the general transport conditions).

Luggage in the lounge. In the lounges, each passenger may travel with one piece of baggage, in addition to handbags, provided that their dimensions and weight do not block the passengers' access and exit from the ship by the stairway or to the car deck by themselves and without the need for assistance, and/or that their characteristics do not pose a risk to the safety of the ship and other passengers. Luggage may not be placed on seats, nor may it obstruct areas or doors used as passageways or escape routes. Before boarding the ship, you can locate the trolleys and lockers during the embarkation and disembarkation time, in order to deposit or collect luggage that you cannot take on board, always within the limit.

Luggage on the car deck. Luggage lockers and/or trolleys are available on inter-island routes; and on the internal La Gomera route there are racks for depositing one piece of baggage per passenger. If you wish to use the lockers, they bear a cost of €1 which includes insurance cover; while the use of the trolleys is free of charge. The company’s facilities (luggage trolleys, lockers or space in the passenger lounges) may not be used for the transportation of goods.

You can carry luggage in your vehicle under the same conditions that apply to road traffic. You may not carry items on the outside of the vehicle that exceed the vehicle dimensions, or transport dangerous goods without informing Fred. Olsen Express before the ticket is issued.

Conditions for access with special luggage. Licensed weapons accompanying their owner, who is responsible for complying with Royal Decree 137/1993, may be brought on board under the following conditions: The licensed owner must notify the terminal in advance and present their licence. The weapon must be carried in its box or case, protected and without any ammunition, whether loaded or unloaded. The owner shall hand it over to the ship's security officer, who shall keep it in a secure location until the end of the journey, when it shall be returned to the owner.

UNIVERSAL ACCESSIBILITY

The purpose of notifying us of your reduced mobility or disability status is to enable us to plan and ensure that adapted services are available where appropriate. It also gives us the information we need for the proper management of our on-board safety plans. Under no circumstances will this information be associated with your personal data, and so you will have to provide it each time you purchase a ticket.

Please inform us if you have any reduced mobility or disability that we should take into account:

Reduced mobility:

No wheelchair required: We will accompany you on foot during the embarkation and disembarkation process.
Wheelchair required.
With your own wheelchair: We will have to accompany you as you board through the car deck, even if you can manage it yourself
Company wheelchair required: We will take into account that you will need one of our wheelchairs for embarkation and disembarkation and we will assist you when boarding through the car deck.

Other barriers to accessibility, voluntarily notifying us in additional information comments to help us plan your assistance, such as:

Visual: please notify us of this in any case and let us know if you need assistance. You may also indicate whether you wish to enter the ship with a guide dog or support dog.
Hearing: you should always inform us of this for safety purposes, especially in the event of an emergency.
Other barriers: please indicate any other barriers to accessibility that we need to take into account.

The services to provide accessibility and their conditions are:

Access to the reserved embarkation space. Disabled parking badge required. There are reserved spaces at the front areas of our vehicle pre-embarkation area. To obtain one of these spaces, you must arrive well in advance of the journey, at least 50 minutes before the ferry departure.
Assistance with embarkation and disembarkation. To benefit from this service you will need to contact Fred. Olsen Express staff at the terminal at least 30 minutes prior to the ferry departure.
On foot. You must go to the Fred. Olsen offices and identify yourself well in advance of embarking. (*)
With the passenger's wheelchair. You must go to the Fred. Olsen offices and identify yourself well in advance of embarking. Depending on the weather, you may be asked to fasten your chair to the available rails. (*)
With the company's wheelchair. You must go to the Fred. Olsen offices and identify yourself well in advance of embarking. (*)
Wheelchair access to the Ferry Bus service. This is only possible when tickets are purchased at least 48 hours in advance.
Reception and stay on board. Preferential areas are established for your stay on the ship, which will also be your rendezvous points in the event of an emergency. These areas are located near the entrances and have adapted seating for transferring from the wheelchair and for fastening wheelchairs. They are located near the disabled toilet. The ship’s trained special assistance staff will welcome you on board and will indicate the preferred occupancy area. They will also assist you during the crossing to ensure that you have access to all the services on board and that you are aware of the safety instructions. These services do not include custodial care.

If you require assistance on board but have not requested assistance for embarkation, you must inform the crew of your arrival when embarking.

(*) Assistance is free of charge and is provided by Fred. Olsen Express’ trained staff.

EMBARKING, DISEMBARKING AND MOVEMENT OF PEDESTRIANS

You must arrive for embarking well in advance, as indicated in the general transport conditions which you can find on your ticket, and have available the documentation specified in those conditions. Failure to comply with these time limits will result in the passengers and/or their vehicles automatically losing their booking.

When embarking and disembarking on foot, please must make use of the stairway or ramps and follow the crew’s instructions at all times. Do not block the movement of other passengers and only use the areas marked for pedestrians. Pay attention to all elements of the ship and remember that floors, especially the outside ones, may be wet. You are advised to wear comfortable shoes and clothing when embarking and take care when walking, considering the specific sea conditions at all times.

EMBARKING AND DISEMBARKING WITH VEHICLES

To board the ship with a vehicle, you must arrive for embarking well in advance, as indicated in the general transport conditions which you can find on your ticket. Failure to comply with these advance arrival times will result in passengers and/or their vehicles automatically losing their reservation.

It is forbidden to transport dangerous goods without notifying the company and obtaining its prior authorisation before it issues the ticket.
If the vehicle is travelling as Freight, you must provide our terminal offices with the fact sheet of your vehicle if we do not already have a copy of it.
You must arrive in good time at the vehicle pre-embarking area, as indicated in the general transport conditions which you can find on your ticket.
Vehicles which are not in good general condition and which pose a danger to the safety of the ship and other vehicles and passengers will not be allowed to embark.
Vehicles whose load exceeds the dimensions of the vehicle may not embark.
You must strictly follow the indications on all signs and the instructions of our operators, when embarking and disembarking, and you may only park your vehicle where the staff tell you to do so.
Drive with caution and take into account the special type of surface and its conditions.
It is very important for the safety of the ship, the rest of the passengers and yourself, that you only start the vehicle when instructed to do so by our staff, and never earlier.
For the same reason, and for the safety of your vehicle and others, you must ensure that the vehicle has the brakes fully applied when you stop it, and that it is in low gear (opposite to the direction in which it is parked).
Fred. Olsen does not recommend the transportation of animals in cars not suitable for this purpose, and declines all liability in this respect.
Remember that motorbikes and mopeds will also be lashed, meaning that our staff will secure them with lashes to the hooks on the car deck and secure the brakes.
Access to the car deck is not permitted during voyages on high-speed vessels. You may only return when authorised to do so by the crew, once the speed has been reduced and the ship is approaching port.

FERRY BUS

Purchasing certain tickets and routes allows you to book your place on the Fred. Olsen Ferry Bus. The buses connect the port of Los Cristianos with the Santa Cruz transport hub and dock, and the port of Agaete with Las Palmas de Gran Canaria. Timetables are available on the fredolsen.es website and through our customer service. You can confirm the times at the Fred. Olsen office of the departure point of your Ferry Bus. You must book 48 hours in advance to ensure wheelchair accessible spaces.

Although departure times are scheduled for arrival at the port in good time for boarding, sometimes traffic circumstances or other extraordinary events delay the arrival of the Ferry Bus beyond the vessel's departure time, in which case the passenger will be re-accommodated on the next available journey with free seats. Fred. Olsen Express cannot be held responsible for any inconvenience or loss caused by missing the scheduled journey, where the delay is due to force majeure, nor can it delay the departure time of ferries to await the arrival of the Ferry Bus.

The Ferry Bus service is not authorised for the transport of pets.

Electric scooters are not permitted on the Ferry Bus, either in the hold or in the passenger area, for safety reasons.

PETS

Fred. Olsen Express allows pets on board, provided they comply with the following requirements and conditions:

Each pet must have its own ticket. The issuing of the ticket is subject to availability for each journey, in all modes (pet carrier, pet room or pet sofa), except for support dogs and dogs belonging to State Security Forces and Corps.
A maximum of two pets per person is allowed. If you need to travel with more pets, please contact our customer service via email (reservas@fredolsen.es).
When embarking and disembarking, for their own safety, pets must be kept on a leash, as the case may be, or stay in the corresponding carrier, bag or cage/terrarium. Owners of dogs that are considered dangerous must comply with all current regulations, especially those regarding leashes and muzzles. Pets entering the ship by the stairway and on a lead will enter when ordered to do so by the crew and must wait until the end to disembark.
Carriers, cages/terrariums and pet rooms must be securely and continually closed, and they must not be placed on seats or on passengers, and in cases be placed at ground level. Pets on a pet sofa must always be kept on a leash. The maximum size for carriers, cages and terrariums is 50 x 40 x 25 cm. They must have a waterproof base, be sturdy, secure and ventilated, and must always remain closed. In the case of birds, passengers must avoid spillages and the birds must be covered throughout the journey.
Pets travelling on board will at all times be under the responsibility and care of the passenger with whom they are travelling, who must ensure that they behave well and comply with the applicable legislation and the shipping company’s rules. As provided for in Article 1905 of the Spanish Civil Code, the owner of the pet will be liable for any damages that the pet may cause to the ship, other animals, passengers or property. The shipping company is not liable for any damage that pets travelling on board may cause.
Your pet must not disturb other passengers and crew and you will be responsible for collecting all waste it generates.
In the event of any type of incident involving the pet that causes bodily harm or material damage to a passenger or crew member, the passenger with whom the pet is travelling authorises Fred. Olsen Express, unequivocally, clearly and of their own free will:

- To transfer their contact details (name, surname, identification number, telephone number and email address) included in the database to the passenger or crew member concerned, whenever said passenger or crew member requests such details.

- To transfer their personal data, as required by law or at the request of the State Security Forces and Corps, the Public Administration, the Ombudsman, the Public Prosecutor’s Office or Judges or Courts or the Court of Audit or autonomous institutions with functions similar to the Ombudsman or the Court of Audit, carried out within the scope of the functions expressly attributed to them by law.

- To record and retain the information and details associated with the incident, for the possible defence and/or claims of the interests of FRED. OLSEN, S.A.

Passengers travelling with pets are responsible for the health of those pets, especially in the case of brachycephalic animals which are very sensitive to heat and stress. We do not recommend travelling with these animals in hot weather. It is the passenger’s obligation to ensure that their pets are in a fit state for the intended journey. Passengers who decide to leave their pet in their vehicle on the car deck during the voyage do so under their own responsibility, fully releasing Fred. Olsen Express from any liability. In this case, adequate ventilation and conditions must be ensured.
The Ferry Bus service is not suitable for pets.

REFRESHMENTS

For fares that include refreshments (Web+, Priority and Gold), when purchasing the ticket, please specify if you would like us to arrange a special diet menu* for you. If your fare does not include refreshments, for special diets, please consult the products available in our cafeterias during your voyage.

*Special menus. There are different types of special menus. If your fare includes refreshments, and you let us know your preferences before your voyage, you will find everything you need on board.

*Oro refreshments. Fares with access to our Clase Oro lounge include refreshments, which include a range of special menus. If you let us know your preferences before your voyage, we can plan your voyage so that you will find everything you need on board.

ACCOMMODATION

Preferential passenger embarkation. Some fares are associated with preferential passenger embarking through the stairway. You must arrive in sufficient time to board first. To prove you have paid the fare, all you have to do is present your ID card and go to the embarking area marked as preferential.

Preferential vehicle embarkation. Some fares are associated with preferential vehicle embarkation. You must arrive in sufficient time to board first. To prove you have paid the fare, all you have to do is present your ID card and go to the embarkation area marked as preferential according to your ticket type. Preferential embarkation does not necessarily imply preferential disembarkation, unless this is expressly included in the ticket, or access to Gold Class lounges.

Preferential disembarkation of vehicles. Some fares are associated with preferential vehicle disembarkation. You should report to the car deck in good time to disembark first and follow the crew’s instructions, starting the engine when instructed to do so by the crew. In-store discount. Some fares and offers include a shopping discount. These discounts are applicable on all items in the shops except newspapers, magazines, food and tobacco.

Access to the Gold Lounge. Some fares give access to Gold Class accommodation. This access is independent of the type of refreshment included in your fare.

SERVICE PROVIDED AT OFFICES AND TERMINALS

There are Fred. Olsen Express offices at all terminals on the inter-island routes, and online service points at terminals on the internal La Gomera route. The opening hours of these service points are linked to the arrival and departure times of the ships. There you can buy tickets and find out all the information you need about our services.

ACTIVITIES AT THE POINT OF DESTINATION

The purchase of activities at the destination implies acceptance of the following conditions:

ONE: Fred. Olsen, S.A., with VAT (CIF) number A38010567 and registered office at Polígono Industrial Añaza s/n, Edif. In the sale of the supplement, Fred. Olsen, 38111 - Santa Cruz de Tenerife (Spain), duly filed with the Mercantile Register of Santa Cruz de Tenerife, sheet TF-2949, volume 799, folio 169, acts as a Tourist Intermediary, under the provisions of Spanish Decree 89/2010 of 22 July, with identification code I-0003217.2.
SECOND: It is an essential requirement for the purchase of activities at the destination (hereinafter ‘supplements’) to simultaneously purchase a Fred. Olsen Express maritime transport ticket to the island where the supplement in question will be enjoyed. Only one supplement of each type may be purchased per passenger.
THIRD: Supplements form part of the transport ticket package, so the conditions for changes, cancellations and refunds will depend on the specific conditions of the fare contracted for transport and will apply jointly to the transport ticket and the supplement. If the chosen transport fare does not allow for a refund, the supplement will also be non-refundable. Once the first leg of the transport ticket has been used, the supplement will not be refundable under any circumstances, but it may be used within 1 year of the ticket being issued. If the chosen fare allows it, the supplement may be changed together with the transport ticket, and with the same limitations as the latter, i.e. it must be used within one year of the ticket's issue date.
FOURTH: In the event of loss of the voucher with the supplement, the passenger must request a copy of the voucher through the same channel through which the supplement was purchased (terminal, call centre, website or travel agency).

DATA PROTECTION

In compliance with the provisions of the current legislation on Personal Data Protection, the user is informed that the personal data provided through the contractual and/or commercial relationship, as well as any accompanying documentation provided or that may be provided, will be incorporated into the processing system owned by Fred. Olsen, S.A., for the purpose of executing the contract and/or services requested, as well as for any possible communications that may be deemed appropriate, using the contact details provided.

The data subject acknowledges that the information and personal data provided are accurate and truthful. For this reason, please notify us of any changes to your personal data to ensure that the information is always updated and error-free. Unless we are informed to the contrary, it is understood that the data have not been modified and that the data subject undertakes to notify us of any change.

The personal data provided will be retained for the time period strictly necessary to comply with the aforementioned provisions, unless the personal data need to be retained by virtue of the applicable regulations, for as long as the relationship is maintained or for as long as their erasure is not requested by the data subject. Fred. Olsen, S.A. informs you that it will process the data in a lawful, fair, transparent, appropriate, relevant, restricted, accurate and up-to-date manner. For this reason, Fred. Olsen, S.A. undertakes to take all reasonable measures to ensure that such data are deleted or rectified without delay when they are inaccurate or at the explicit formal request of the data subject.

There will be no assignment, transmission or transfer of personal data, unless the data subject expressly authorises this or a legal obligation exists, at the request of the State Security Forces and Corps, the Public Administration, the Ombudsman, the Public Prosecutor's Office or the Judges or Courts or the Court of Audit or the autonomous institutions with similar functions to the Ombudsman or the Court of Audit, carried out within the scope of the functions expressly attributed to them by law.

In accordance with the rights conferred by the current legislation on data protection, the data subject may exercise the rights of access, rectification, restriction of processing, erasure, portability and objection to the processing of their personal data or the consent given for their processing, by sending a written and signed request to Fred. Olsen, S.A., attaching a photocopy of the ID card of the person submitting the request with the reference: Data Protection at the postal address Edificio Fred. Olsen Group. - Polígono Industrial de Añaza, s/n. - 38111 S/C de Tenerife or to the email address lopd@fredolsen.es.

Fred. Olsen, S.A. has appointed a Data Protection Officer, who can be contacted in writing at Fred. Olsen, S.A. with the Reference: Data Protection Officer at the postal address Edificio Fred. Olsen Group. - Polígono Industrial de Añaza, s/n. - 38111 S/C de Tenerife or to the email address lopd@fredolsen.es.

If you have any questions or concerns about how we use personal information, please send an email to lopd@fredolsen.es. Additional detailed information on Data Protection can be found on our website: https://www.fredolsen.es/en/legal-advice-privacy-policy

SPECIFIC CONDITIONS FOR EACH FARE AND TICKET SALE

Check the specific conditions of each fare at this link: https://www.fredolsen.es/en/rates

You can purchase your tickets through the website www.fredolsen.es, our app, in our sales offices, or by calling our Contact Center. The sale of the ticket may be subject to an issuance charge.