Difference between revisions of "ΔΔ:Passenger complaints procedure for maritime transport"

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|process_rule_description=Rights and obligations of passengers and carriers in regular maritime transport, and other provisions.
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|process_rule_decision_year=2013
 
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|process_rule_description=Establishment of the procedures for the submission of complaints by passengers in maritime transport, the content of the special complaint form and the management of such complaints.
 
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|process_rule_description=Regulation (EU) No 1380/2013 of the European Parliament and of the Council of 17 December 2013 establishing a European Supervisory Authority (European Insurance and Occupational Pensions Authority), amending Decision No 714/2009/EC and repealing Commission Decision 2009/77/EC (OJ L 347, 20.12.2013, p.
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|process_rule_url=https://eur-lex.europa.eu/legal-content/EL/TXT/PDF/?uri=CELEX:32010R1177&from=CS
 
|process_rule_url=https://eur-lex.europa.eu/legal-content/EL/TXT/PDF/?uri=CELEX:32010R1177&from=CS
 
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Latest revision as of 14:43, 31 July 2026



e674b9e0-ad92-40f6-973a-aa521418f5d8 558464 Διαδικασία υποβολής παραπόνων επιβατικού κοινού στις θαλάσσιες μεταφορές

At a glance

Points of service

Port Authorities, DIRECTORATE OF MARITIME TRANSPORT

Digital provision points

  • The service is not provided digitally

Number of required documents

1

Fees

Provided without cost

Deadline of completion

2 months

Description

The procedure concerns the written submission of passengers΄ complaints in case they have claims arising from maritime cabotage rights.

Basic information

Competent body

MINISTRY OF MARITIME AFFAIRS AND INSULAR POLICY

Service / organizational unit of a authority entity

DIRECTORATE OF MARITIME TRANSPORT

Provided to

Travelers

Related links

Notes

Categories of complaint may be:
  • Delay of departure
  • Delay, interruption or cancellation of a trip
  • Failure to inform passengers of delayed departure or cancellation of a journey/voyage

Last update

31/07/2026

Application

Application Type

Report / Complain

Submission by:

Presented by the applicant (email), Submitted by the applicant (in person or by post)

Title

Complaints form according to Government Gazette΄s Annex FEΚ B 1453/2013 .

Relevant link

https://www.hcg.gr/el/gia-ton-polith/sas-endiaferei/enhmerwtika-entypa-epibatwn/xarta-dikaiwmatwn-epibatwn/

Notes:

The complaint form should be submitted or sent to the Carrier (shipping company) or Ticket Agents or the local Port Authorities, or to the Maritime Transport Directorate of the Ministry of Shipping and Insular Policy (dths@hcg.gr) It shall state the reason for its submission, together with the relevant supporting documents and the citizens contact details.

What you will need

Means of authentication, identification and signature

Identification document

    Print

    Requirements

      Fees

        Related

        Means of redress or appeal:

        Other

        Rules concerning a lack of reply from the competent authority and the legal consequences for the use:

        Other

        Enforcement of administrative sanctions by decision of the Head of the local port authority in accordance with Article 157 of the Code of Public Maritime Law (A261/73).

        Output & Results

        Output

        Payment Document Production, Document Production

        Steps

          Digital steps

            Other information

            Alternative titles

            Submission of complaints to maritime passenger transport

            Official title

            Procedure for the submission of complaints by passengers to maritime cabotage and Adriatic lines

            Languages supported

            Greek, English

            Legislation

              Categories

              Τype of procedure

              Citizen complaints, Compensations

              Trigger

              Applied for

              Trigger (submission method)

              email, Application (handwritten)

              Life events

              Complaints, Travel, Shipping

              Type

              Outgoing

              End of Process

              Ιndefinite

              A2

              ,,,


            • 1 Legitimate interest The passenger must have the tickets issued.

              No No

            • 2 Administrative Existing infringement of the legislation by the carrier in relation to the execution (or not) of the voyage.

              No No

            • 3 Time limit The passenger shall address his complaint within two (2) months of the date on which the service was provided, or should have been provided.

              No No

            • 1 Passenger and/or vehicle transport tickets Proof of payment / Receipt

              Passenger and/or vehicle transport tickets

              Submission by: Presented by the applicant (email), Submitted by the applicant (in person or by post)

              Submitted by: Persons


              Document submitted under requirements: No


              No 7053

            • Law 27 - 47 4948 2022 125 Α

              Description Rights and obligations of passengers and carriers in regular maritime transport, and other provisions.

              Legal references https://api.et.gr/apiFEK/1/2022/125/pdf

            • Ministerial Decision 3332.12/05/13 2013 1453 Β

              Description Establishment of the procedures for the submission of complaints by passengers in maritime transport, the content of the special complaint form and the management of such complaints.

              Legal references https://api.et.gr/apiFEK/2/2013/1453/pdf

            • European Regulation 1177 2010

              Description Regulation (EU (ΕΕ)) of the European Parliament and of the Council of 24 November 2010 concerning the rights of passengers when travelling by sea and inland waterway and amending Regulation (EC) No 2006/2004.

              Legal references https://eur-lex.europa.eu/legal-content/EL/TXT/PDF/?uri=CELEX:32010R1177&from=CS

            • 1 Receipt of passenger's written complaint request to the carrier

              Responsible for Implementation Competent Ministry

              Μethod of Implementation Signature

              Description Forwarding the citizen's complaints to the relevant company.

              No No


            • 2 Examination of the merits of a complaint

              Responsible for Implementation Competent Directorate

              Μethod of Implementation Inspection

              Description The competent Ministry (Ministry of Maritime Affairs and Insular Policy) examines the validity of the complaint on the basis of the legislation and informs the competent carrier.

              No No


            • 3 Compensation or not of the passenger

              Responsible for Implementation Competent body

              Μethod of Implementation Signature

              Description If the right to compensation arises, the Carrier shall compensate the passenger directly, while informing the competent Ministry. If the passenger is not entitled to compensation, the competent Ministry shall also be informed.

              Notes If there is no response from the competent Carrier (agency), the latter is subject to penalties.

              No No


            • Passengers' Bill of Rights
              • Retrieved from "https://en.mitos.gov.gr/index.php?title=ΔΔ:Passenger_complaints_procedure_for_maritime_transport&oldid=77912"
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