Passenger Rights in Case of Ferry Cancellations

What Are Your Passenger Rights in Case of Ferry Cancellations?

Surrounded by seas on three sides and featuring densely populated coastal cities, Turkey is a country where millions of passengers choose maritime transport every year. Hundreds of ferry crossings operate daily, primarily on the Sea of Marmara, as well as the Aegean and Mediterranean routes. However, maritime transport is inherently highly dependent on weather conditions and technical dynamics. Severe southwesterly winds (Lodos), especially during the winter months, or unexpected technical failures can cause your planned trip to be suddenly canceled. At this exact point, knowing your rights as a maritime passenger is the key to minimizing potential grievances. Updated consumer laws as of 2026 and the Ministry of Transport and Infrastructure's Maritime Passenger Transport Regulation provide passengers with extensive protections in the event of cancellations, ranging from ticket refunds to accommodation. In this comprehensive guide, we will examine in detail what legal rights you have when your ferry is canceled or delayed, how you can get a full refund of your ticket fare without deductions, and alternative solutions.

Why Do Ferry Cancellations Occur?

Although ferry cancellations are frustrating for passengers, they are generally mandatory decisions made to ensure the safety of life and property. The Ministry of Transport and Port Authorities do not permit vessels to sail under certain meteorological conditions. Understanding the underlying reasons for cancellations is critical in determining whether the situation constitutes "force majeure" when claiming your rights.

• Adverse Weather Conditions: Lodos (southwesterly winds) in the Marmara Region and severe Poyraz (northeasterly winds) in the North Aegean are the most common reasons for cancellation. For example, when a storm warning is issued for the Çanakkale-Eceabat or Gökçeada (Imbros)-Kabatepe routes, crossings are halted for safety reasons.
• Technical Failures: Sudden malfunctions in the vessel's engine, rudder, or navigation systems. This situation is the direct responsibility of the operating company.
• Operational Reasons: Shortage of ship personnel, extreme congestion in port traffic, or accidents at the pier.
• Force Majeure: Natural disasters, mandatory urgent participation in search and rescue operations, or security threats.

Expert Tip: If the reason for your cancellation is adverse weather, companies are not obligated to pay compensation. However, if the cancellation is due to a technical failure or an operational glitch, you may have the right to claim material and moral compensation.

What Are the Basic Passenger Rights During a Cancellation?

The rights of passengers traveling by sea are guaranteed under both national Consumer Law and international maritime regulations. When a crossing is canceled, the operating company (İDO, BUDO, GESTAŞ, Şehir Hatları, etc.) must offer you specific options.

1. Right to a Full Refund

When a crossing is canceled, regardless of your ticket class (promo, economy, or flexible), you have the right to a full refund of the fare paid without any deductions. Ticket prices, tariffs applied according to vehicle classes, and refund deduction rates vary; visit the relevant operator's official website for current prices and rules. However, if the cancellation originates from the company, no deductions can be made.

2. Alternative Routes and Crossing Changes

Instead of receiving a refund, the passenger can transfer their ticket free of charge to the first available crossing on the route. For instance, if the Yenikapı-Bursa ferry is canceled, the company may offer to redirect you to the next available time or an alternative route, such as the Pendik-Yalova line.

3. Right to Information

In the event of a cancellation or delay, the carrier is obligated to inform passengers no later than 30 minutes before the scheduled departure time. This notification can be made via SMS, email, or announcements at the pier.

Refreshment and Accommodation Rights Based on Waiting Times

If you are transferred to an alternative crossing after yours is canceled and you must wait at the pier for the new departure, various care rights come into effect depending on the waiting time. According to the updated 2026 legislation, as delay times increase, the scope of services that must be provided to passengers also expands.

Expert Tip: The right to accommodation generally applies to cancellations excluding adverse weather (such as technical failures). If all crossings are halted due to a severe storm, companies may refuse to cover hotel expenses. In such cases, you can use the "trip cancellation" coverage of your travel insurance.

How Are Ticket Refunds and Exchanges Processed?

After a canceled crossing, the most frequently asked question is how and when the ticket fare will be refunded. The refund process varies depending on the channel where you purchased the ticket.

• Tickets Purchased Online: Refunds for tickets bought with a credit/debit card via a website or mobile app are usually initiated automatically by the system after the cancellation. The amount will reflect on your card within 1 to 7 business days without you needing to take any action.
• Tickets Purchased with Cash at the Ticket Office: For refunds of tickets bought with cash at pier ticket offices, you must apply in person at the office and hand over the physical copy of the ticket.
• Tickets Purchased from Agencies: For tickets bought from third-party travel agencies (online ticketing platforms, etc.), you must submit your refund request directly to that platform.

Although promo tickets are normally subject to non-refundable or non-exchangeable rules, this rule is invalid if the crossing is canceled by the company, and the fare for promo tickets must also be refunded down to the last penny.

Cancellation Policies of Major Ferry Companies

While major companies providing maritime transport in Turkey comply with general regulations, they may exhibit minor differences in their operational processes. In the table below, you can see the communication and refund channels of major operators as of 2026.

The specified routes and cancellation procedures may be updated at the company's discretion. To avoid any inconvenience, it is recommended to keep your notifications from official channels turned on before traveling.

Extra Rights and Things to Know for Passengers with Vehicles

The situation for passengers traveling with vehicles on routes like Eskihisar-Tavşanlı, Yenikapı-Yalova, or Geyikli-Bozcaada (Tenedos) is slightly more complex than for foot passengers. When a car ferry crossing is canceled, not only the driver's ticket but also the tickets of other passengers inside the vehicle fall under the scope of cancellation.

• Exiting the Vehicle Queue: If the crossing is canceled while in the vehicle queue at the pier, port officials are obligated to organize the safe exit of vehicles from the port.
• Converting to an Open Ticket: Since vehicle ticket prices are much higher than foot passenger tickets, converting the ticket to an "Open Ticket" valid for 1 year is a frequently preferred practical method instead of waiting for a cash refund.
• Alternative Road Costs: If you are forced to use toll highway/bridge alternatives like the Osmangazi Bridge or the 1915 Çanakkale Bridge because the ferry was canceled, your right to claim these extra costs (excluding adverse weather) from the ferry company is legally debatable. Companies are generally only held liable for refunding the ticket price.

Expert Tip: Make sure you enter your license plate information correctly when buying a vehicle ticket. During refund processes, the system may check the match between the ticket buyer's credit card and the vehicle's license plate as a security step.

In What Situations Does the Right to Compensation Arise?

Getting a ticket refund is a right, but in some cases, passengers can also claim extra compensation. For the right to compensation to arise, the cancellation must stem from "operator fault," and you must have suffered tangible damage due to this cancellation.

For example, if the crossing was canceled because the ferry company caused the vessel to malfunction due to lack of maintenance, and as a result, you missed a pre-paid, non-refundable flight ticket (e.g., you were coming from Bandırma to catch a flight from Sabiha Gökçen), you can apply to the Consumer Arbitration Committee for your resulting loss. In your application, you must present your ferry ticket, the cancellation SMS, and the missed flight ticket as evidence.

However, if the crossing was canceled by the Port Authority's decision due to a "Lodos storm," this is considered force majeure, and the carrier cannot be held responsible for indirect damages that may arise (missed flights, forfeited hotel reservations, etc.).

Things to Consider When Buying a Ticket (2026 Updates)

To prevent grievances from the start during sea voyages or to get through the cancellation process as painlessly as possible, there are some critical points you should pay attention to during the ticket purchasing stage:

1. Accuracy of Contact Information: Be sure to enter your phone number and email address completely when buying a ticket. Companies send instant cancellation notifications via SMS. If your number is incorrect, you will have gone all the way to the pier for nothing.
2. Travel Insurance Option: In 2026, many online ticketing platforms offer "Ferry Travel Insurance" for a nominal fee. If you are traveling in the winter months, adding this insurance ensures that your hotel and alternative travel expenses are covered even in adverse weather cancellations.
3. Weather Check: Check the sea water and wind reports of the General Directorate of Meteorology (MGM) 24 hours before your trip. If there is a storm warning, opt for a flexible ticket.

Expert Tip: If you purchased your ticket as a "guest user" without registering, be sure to take a screenshot and save the PNR (Reservation Number) code provided to you. Refund or exchange transactions can only be processed using the PNR code.

Conclusion and Final Thoughts

Ferry cancellations are a common occurrence in Turkey's maritime transport, especially during the winter months. However, knowing your rights as a conscious consumer allows you to manage this stressful process easily. Remember that you have the right to a full refund upon cancellation, you can request refreshments during waiting times, and you can apply to the arbitration committee for cancellations caused by technical failures. Always keeping a Plan B ready (alternative bridge, bus, or road route) when planning your trip will minimize your time loss.

Frequently Asked Questions (FAQs)

1. Are my hotel expenses covered for a crossing canceled due to Lodos?

No. Since adverse weather conditions like Lodos, storms, or fog are considered "force majeure," ferry companies are not obligated to cover your accommodation expenses. They will only refund your ticket fare.

2. Are promo tickets refunded in the event of a crossing cancellation?

Yes. Although promo tickets cannot be canceled at the passenger's request, if the crossing is canceled by the company, the amount you paid will be fully refunded to you without deductions.

3. How many days does the refund for a canceled crossing take?

For online payments made with a credit or debit card, the refund process is initiated instantly by the company, but depending on your bank's processing time, it may take 1 to 7 business days for the amount to reflect in your account.

4. Can I file a compensation lawsuit against the ferry company?

If the cancellation is not due to adverse weather but stems from the company's operational fault (e.g., personnel shortage or malfunction due to lack of maintenance) and you have suffered financial loss as a result, you can file a claim for compensation through Consumer Arbitration Committees or in Consumer Courts.

5. The GESTAŞ Gökçeada crossing was canceled, what is my alternative?

Since Gökçeada (Imbros) is an island, there is no road alternative. When the crossing is canceled, your only option is to transfer your ticket to the next departure or convert it into an open ticket. In urgent medical situations, the Ministry of Health's sea or air ambulances are deployed.

6. How are refunds processed for passengers other than the driver on vehicle tickets?

On car ferry tickets, "Vehicle + Driver" is generally a single ticket, while other passengers inside the vehicle (in foot passenger status) are charged separately. Upon cancellation, in addition to the vehicle ticket, the fares of all passenger tickets linked to that reservation are also refunded to the card/person that made the purchase.