a. The Danish Maritime Authority
a.1. Control of ships
Complete statistics on the number of comments about non-compliance with the provisions of the Regulation are not available. Instead, the Authority followed the same procedure as used since 2015 and drew a 2025 sample of survey reports with a representative portion of passenger ships covered by the Regulation in the two previous years.
The 2025 sample included 20 reports from 2023 and 2024.
The 2023 sample included 12 reports, the 2021 sample 20 reports and the three previous samples 10 reports each.
The 2025 sample contained only 1 comment. In this case the Authority required implementation of a number of measures to establish that passengers with mobility impairments/disabilities can be evacuated from the vehicle deck in the event of a fire or similar emergency. Subsequently, the shipping company took measures to ensure that passengers with mobility impairments/disabilities can be evacuated.
The 2023 sample contained only 1 comment. In this case the Authority required implementation of a number of measures to establish safe passenger access between the ship and the quay.
In comparison, the 2021 sample included no comments about violations of the Regulation in 2019-20. Instead, approvals and inspections of newly built passenger ships in 2019-20 led to 3 requirements for adaptations to ensure that all types of passengers, including disabled passengers, have equal opportunities for physical access, movement, accommodation and information on board.
The 2019 sample of survey reports caused 1 comment on non-compliance related to accessibility. The deficiency was corrected before the survey, and no sanctions were imposed. The 2017 sample did not reveal any non-conformities with the Regulation. The 2015 sample caused 2 comments about accessibility. These non-conformities were corrected before the survey, too, and no sanctions were imposed.
a.2. Complaints
In 2023-24 the Danish Maritime Authority received 22 complaints. This development represents an increase compared to 2021-22, when the Authority received 11 complaints and 6 inquiries.
The Authority have not concluded any cases in 2023-24, 3 claims are still under under ongoing process. The Authority decided not to process 6 cases outside its area of competence. 1 case was dismissed as the complainant failed to pay the mandatory apeal fee. The Authority forwarded 11 complaints to the Danish Appeals Boards Authority, as well as to the Swedish and Norwegian NEB. In 2 cases, the shipping company reached a settlement with the passenger through mediation.
In the summer of 2024, the Danish Maritime Authority received at least 20 telephone inquiries. These concerned the cancellation of a scheduled call to Ilulissat, Greenland, by a cruise ship in the summer of 2024. The Danish Maritime Authority has not processed any passenger complaints regarding this matter.
a.3. Special cases
Nothing to report for 2023-24
b. The Danish Civil Aviation and Railway Authority The Authority received 0 complaints related to the Regulation in 2023-24. This corresponds to developments in 2019-2020 and 2021-22, where the Authority also received 0 complaints and, consequently, did not apply sanctions for non-compliance with the Regulation.
c. The Danish Appeals Boards Authority The Authority received 5 complaints about sea voyages in 2023 and 8 in 2024. 3 of the 13 complaints fell outside the Authority’s area of responsibility and were rejected. 4 cases were resolved via mediation. 1 case was withdrawn after mediation. 5 complaints were not resolved. 2 of cases was subsequently brought before the Danish Consumer Complaints Board were one is still being handled and 1 was rejected due to lack of evidence.
The Authority received 5 complaints about sea voyages in 2021 and 8 in 2022. 2 of the 13 complaints fell outside the Authority’s area of responsibility and were rejected, and the complainant withdrew the complaint in 1 case. Of the 10 remaining complaints, 4 were resolved and 6 were not resolved through mediation, and 1 of the 6 was subsequently brought before the Danish Consumer Complaints Board.
In comparison, the Authority received 0 complaints in 2019 and 1 in 2020 which fell outside its area of responsibility and was rejected.
In 2017, the Authority received 6 complaints and rejected 3 falling outside its area of responsibility. Further, the Authority forwarded 1 to the Danish Travel Industry Complaint Board and 1 to the Danish Maritime Authority and went on to resolve 1 through mediation. In 2018, the Authority received 10 complaints. The Authority rejected 1 falling outside its area of responsibility, and in 1 case the complainant withdrew the complaint. The Authority further transferred 2 complaints to the Danish Travel Industry Complaint Board and solved 4 through mediation. 1 of the 2 unresolved cases was later brought before the Danish Consumer Complaints Board.
The Danish Appeals Boards Authority mediates between consumers and traders and does therefore not impose sanctions for non-compliance with the regulation.
d. Danish Travel Industry Complaint Board
The Board did not deal with complaints under Regulation 1177/2010 in 2023-24.