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FAQ: Frequently asked questions

You ask, we answer!

WILL MY PERSONAL DATA SUCH AS NAME, ADDRESS, PHONE NUMBER, OR EMAIL ADDRESS BE PASSED ON TO THIRD PARTIES?

No, of course not! We treat all of your personal data with strict confidentiality. All additional information on data protection can be found in our privacy policy.

HOW CAN I CANCEL A TRIP I HAVE BOOKED?

You can call us and cancel your tickets on the phone. The phone numbers can be found here. Please understand that we will have to charge you for partial trip costs depending on the time of cancellation. All additional information can be found in our General Conditions of Carriage.

WHAT HAPPENS TO MY FARE IF THE TRIP IS CANCELLED DUE TO A STORM OR OTHER WEATHER-RELATED REASONS?

We will of course reimburse you on site! Please also consult our above-mentioned General Conditions of Carriage for more information on this.

PASSENGER RIGHTS

All notes on your passenger rights can be found in our General Conditions of Carriage. For a small number of our tours, the application area of the EU regulation no. 1177/2010 applies.

I'VE LOST MY TICKET. NOW WHAT?

The shipping line is not liable for lost tickets, since the ticket can be used by another person.

WE WOULD LIKE TO WAIT AND SEE WHAT THE WEATHER IS LIKE TOMORROW ─ DO WE NEED TO BUY TICKETS IN ADVANCE?

Of course you are welcome to join our trips completely spontaneously. However, you'll be on the safe side if you purchase your tickets 1-2 days before the tour. Unfortunately, there is a limited availability for certain tours, so we would advise you to purchase tickets in advance. You can find an overview of all of our ticket offices on our map. You can of course also book trips directly on this page.

WHAT ARE THE PAYMENT OPTIONS AT THE TICKET COUNTER OR ONLINE?

At ticket counters, we accept cash, credit card (Visa, Mastercard), debit card with PIN (not at all ticket offices), or our voucher codes. At the counters in List and Hörnum, you can also pay with American Express.
Online, you can also pay by credit card (Visa, Mastercard), Paypal, or with a voucher code. All input is made with an encrypted connection!

DO I NEED TO PRINT MY ONLINE TICKET?

Nearly all of our trips can be booked online. After booking, you will receive a download link with which you can download your online ticket. Additionally, the PDF document and a file with a QR code (e-ticket) will be sent to you by email. With the convenient and environmentally friendly e-ticket, you can board the ship without the need for a paper ticket! Simply show the QR code on your smartphone or tablet when boarding – without the annoyance of printing.

You can of course also print your online ticket (PDF document) beforehand and bring it along. Important note: Unfortunately, we currently cannot offer "On board without paper" for combination tickets (incl. services from other providers). These tickets must always be printed.

I WANT TO GIVE SOMEONE A GIFT VOUCHER, IS THAT POSSIBLE?

Yes, you of course have the option of purchasing a gift voucher for our voyages!
 You can comfortably order your vouchers online on our website. Vouchers can be purchased for any desired amount and redeemed for all of our tours.

IS THERE A DISCOUNT FOR PEOPLE WITH DISABILITIES OR VISITORS' CARD HOLDERS?

Persons accompanying severely disabled individuals travel for free on all of our ships. They must show proof of authorization as an accompanying person in the disabled person's pass. If catering services are including in the ticket price, the accompanying person must pay for these separately.

This regulation does not apply for combination tickets. Tickets with an accompanying person cannot be purchased online.

Since we are a private company and do not receive funding, we are unfortunately unable to offer any other discounts. We try to keep our prices at a level that is affordable for everyone.

ARE THE SHIPS ACCESSIBLE?

Only our restaurant ship MS "Princess" has two accessible decks – all of our other ships unfortunately have restrictions in the form of narrow hallways or stairs.

CAN I COME ON BOARD WITH A WHEELCHAIR?

Generally, wheelchairs can be brought on board (for free) on all ships, but please note that the person and the wheelchair must be separately transported across the gangway. Please contact us beforehand – on site, our crew is happy to assist with boarding and alighting. It is unfortunately not possible to bring electric wheelchairs (scooters).

WE ARE A TRAVEL GROUP – DO WE NEED TO REGISTER BEFOREHAND OR IS THERE A GROUP DISCOUNT? DO YOU OFFER FREE PLACES FOR OUR BUS DRIVER OR TOUR GUIDE?

You can of course spontaneously join our tours with your group (with the exception of the restaurant ships "Freya" and "Princess"). However, it would be best to give us a call beforehand and let us know when and with how many people you want to take the ship tour.
This way, you can avoid long waiting times in front of the ships in the summer, and you can also find out whether there are enough available places.

Prior registration is always more convenient for a travel group, because we would of course like to reserve space for you on the ship. For groups of 20 people or more, our cheap group conditions apply, and depending on the tour/group size, we can provide free places. Have a look at our group offer area for more details and your contact person.

ARE THERE TOILETS ON BOARD?

Yes, all of our ships have toilets.

DO YOUR SHIPS ALSO OFFER FOOD?

With the exception of our excursion cutters ("Gret Palucca", "Rosa Paluka", and "Palucca"), you can take advantage of our comprehensive catering on every ship.

CAN WE TAKE OUR BICYCLES ABOARD YOUR SHIPS?

We cannot give a generally applicable answer for this. Most of our ships offer additional space for a limited number of bicycles. If you would like to bring your bicycle, please book your ticket early!

Please note that if you have booked a bus transfer with the coach (e.g. for "Princess" and the paddle steamer "Freya"), it is not possible to bring a bicycle on the bus.

CAN WE BRING OUR DOG ON BOARD YOUR SHIPS?

Dogs can easily be brought along, with a few limitations (paddle steamer "Freya" & "Princess" on request). If you have a large dog, it must be muzzled. We charge a fee between €3.00 and €3.50 for a dog.

If you have booked a combined ship/bus trip, dogs are not allowed on the bus! Dogs are generally permitted on coaches (e.g. the Sylter Verkehrsgesellschaft). Please note that entry requirements for foreign countries require a vaccination certificate.