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Questions and answers

Questions and answers

Find answers to frequently asked questions in the menu below. Did you not find the answer to your question, feel welcome to contact customer service.

Answers to Frequently Asked Questions
How do I book a ticket?

You can book a ticket on this website by clicking Book ticket. You can also book a ticket by calling us on tel. +45 7023 1515.

Please note that it is not possible to book tickets in advance on the FanøFærgen ferry. Tickets for the FanøFærgen ferry are purchased at departure.

Once you have booked a ticket on Færgen’s website, an email with a ticket will automatically be sent to the specified email adresss.

Is it necessary to book a ticket?

If you want to be certain of a place on a particular crossing, it is advisable to book a ticket in advance.

Please note that it is not possible to book tickets in advance on the FanøFærgen ferry. Tickets for the FanøFærgen are purchased at check-in.

Foot passengers with the SamsøFærgen ferry do not need to book in advance. However, booking is required for foot passengers on 22 July because of the Samsø Festival.

How do I change or cancel my ticket?

Enter your booking number in the search field at the top of the page. Please have the security code from your ticket ready.

Once you have changed or deleted a ticket on Færgen’s website, a confirmation will automatically be sent to the specified email adresss.

Must I pay for my ticket when booking?

All tickets, except tickets for the AlsFærgen ferry, must be paid by credit card at the time of booking. It is also possible to book and pay by cash at one of Færgen’s service centres. Tickets for the AlsFærgen ferry are purchased at check-in.

Tickets for  LangelandsFærgen ferries that are booked by telephone for a departure the same day can be paid for upon departure at the ferry port. If you are making a return journey that is booked at the same time as the outward journey, this has to be paid along with the outward journey.

Remember to read ticket terms and conditions.

If I decide I do not want the ticket(s) I have purchased?

If you decide that you do not want the tickets within 24 hours of purchasing them, the full amount is refunded without charge. The right of withdrawal applies to all ticket types.

Discount Tickets and Budget Tickets are refunded on this website within 24 hours of the time of purchase.

You must use your booking number and security code. Enter your booking number in the search field at the top of the site and press Search.

Which terms and conditions apply for my ticket?

You will find ticket terms and conditions here.

Which ticket types can I choose between?
BornholmerFærgen

Find fares and ticket types under Fares.

SamsøFærgen

Find fares and ticket types under Fares.

AlsFærgen

Find fares and ticket types under Fares.

LangelandsFærgen

Find fares and ticket types under Fares.

FanøFærgen

Find fares and ticket types under Fares.

 

Which payment cards can I use when paying?

BornholmerFærgen American Express (cannot be used when booking online),  Dankort,  Diners, Club, Eurocard, MasterCard, MasterCard Direct, Visa and Visa Electron.

 

SamsøFærgen By telephone and online:  American Express (cannot be used when paying online), Dankort, Diners Club, Eurocard, MasterCard, MasterCard Direct, Visa and Visa Electron.

At ticket sales in Ballen and Kalundborg: Dankort, MasterCard, Visa and Visa Electron.

 

AlsFærgen Dankort, Eurocard, Mastercard and Visa.

 

LangelandsFærgen By telephone and online: American Express (cannot be used when paying online), Dankort, Diners Club, Eurocard, MasterCard, MasterCard Direct, Visa, and Visa Electron.

At ticket sales in Spodsbjerg and Tårs: Dankort, Mastercard, Visa and Visa Electron.

 

FanøFærgen American Express, Dankort, Diners Club, Eurocard, MasterCard, MasterCard Direct, Visa and Visa Electron.

Which rules apply for tickets for children?

Children aged 0-11 years travel free of charge if the child is accompanied by an adult or a paying child.

Children aged 0-11 years travelling alone must pay the price for children aged 12-15 years.

An adult can taketwo children aged 0-11 years free of charge.

A payingchild can be accompaniedby one child aged 0-11 years free of charge.

These rules apply on BornholmerFærgen’s routes when travelling by ferry, Bornholmerbussen and DSB Intercity Bornholm.

If you are travelling by car and using the ticket type ‘Car including one senior citizen and one companion’, it is possible to take accompanying children (aged 0-11 years) in the car, even though there are more than two people in the vehicle. Once you have booked the senior citizen ticket, you need to call Customer Service on telephone no. +45 7023 1515 to inform us about the additional children who are travelling free of charge, and then we will change the ticket for you.

I am travelling with a bicycle – what do I need to know?

Always book a ticket in advance.

To check in: When taking your bicycle with you on the ferry, you need to go through car check-in. At the barrier, scan your ticket or enter your booking number. When the barrier rises, cycle to the lane as indicated. Wait until Færgen’s personnel motion you to cycle on board.

I have taken early retirement – how do I obtain senior citizen tickets?

Passengers under the age of 65 years who receive an early retirement pension according to the Danish Act on Social Pensions (Lov om social pension) are entitled to travel using a senior citizen ticket irrespective of age; however, they must produce a DSB ID card when purchasing tickets and when asked to show the card.

DSB ID cards are issued by Færgen, at DSB railway stations and by all rail ticket outlets.

It is free of charge to have a DSB ID card issued. Bring your pension entitlement as well as a passport photo. Your pension entitlement must be less than a year old.

Can I book tickets for FanøFærgen?

It is not possible to book tickets in advance on the FanøFærgen ferry. Tickets for the FanøFærgen ferry are purchased at check-in.

We are a group of people who want to eat together on board and/or travel together

If you are a group of min. 10 persons and you want to eat together on board the ferry, we can offer table reservations and various menus at favourable prices. Click here for contact information, group menus and prices.

Færgen offers group discounts if more than 10 persons are travelling together. For groups and special events, please contact Coach and group travel at Færgen’s Business site.

Where do I find information about freight transport?
  • Click Business at the top of the website for information on freight transport.
Where do I find information about coaches, groups and catering?

Click Business at the top of the website for information on coach and group travel and catering on board.

Would you like to give a gift voucher/Have you received a gift voucher?

If you would like to give someone a gift voucher for travelling with Færgen, you can purchase one by calling us or contacting one of our service centres or ticket sales.

If you have received a gift voucher, you should be aware that it is valid for 3 years from the date of issue.

How do I contact Færgen?

You can contact Færgen in several ways. See how under personal Contact.

What should I do if vehicles, passengers or baggage are damaged/harmed on board the ferry?

If vehicles, persons or baggage are damaged/harmed on board the ferry, it is only possible to lodge a claim against Færgen if a claim report has been completed.

Therefore, contact the personnel on board the ferry immediately in the event of an accident etc.

However, a completed claim report does not necessarily mean that Færgen will automatically assume responsibility for the damage/injury.

Where do I find Færgen’s Terms of Carriage?

Færgen’s Terms of Carriage can be found under About Færgen at the bottom of this site.

Does Færgen provide assistance to disabled passengers?

In the case of cars being driven by/carrying disabled persons, the shipping line endeavours to meet any wishes regarding parking close to lifts etc. Disabled persons are asked to inform the personnel of their requirements at check-in.

On those crossings where disabled assistance is offered, the assistance covers accompanying the disabled person to and from tables, and is provided by the ferry’s personnel or another provider.

On some of the shipping line’s ferries, it is possible to have cars for disabled drivers driven on board so that the disabled motorist can board the ferry via the gangway.

Disabled assistance does not cover lifting the disabled person from his/her wheelchair onto a seat, accompanying the disabled person to/from the terminal/bus stop or railway platform nor providing personal care/assistance during the crossing.

The shipping line can ask that the ill/disabled person is accompanied during the crossing. Such a companion/attendant is able to travel free of charge.

Disabled assistance must be booked by calling Customer Service on telephone no. +45 7023 1515, min. 24 hours before the ferry departure time.

Færgen is only able to offer disabled assistance to individual customers, not to groups.

Can I take pets on board?

It is permitted to take pets such as cats and dogs etc. on board the ferries.

It is not necessary to purchase a ticket for a pet.

Dogs must be kept on a leash, and smaller pets must be kept in transport boxes.

There is a special area on the ferries where dogs and their owners can sit.

Pets may be left in vehicles during the crossing, but you should be aware that access to the vehicle deck is only permitted on a few Færgen ferries when they are sailing. Read more about accessing the car deck in Questions and answers under the individual route and by choosing On board.

Pets are not permitted in the Bistro areas where food is served.

Read about the designated areas and facilities for pets and their owners on board.

Where do I find AlsFærgen’s Terms of Carriage?

Click About Færgen at the bottom of the website to see Færgen’s Terms of Carriage.

What is the latest time to arrive at check-in?
BornholmerFærgen, SamsøFærgen

The latest meeting time for vehicles (cars, motorcycles, mopeds and bicycles) and foot passengers is 10 minutes before departure.

Only a limited number of cars are transferred to the waiting list for a ferry departure which is sold out.

AlsFærgen, LangelandsFærgen

The latest meeting time for vehicles (cars, motorcycles, mopeds and bicycles) and foot passengers is 15 minutes before departure.

FanøFærgen

Ticket sales and check-in takes place at the same time for the FanøFærgen ferry. Therefore, you board the ferry in the order in which you purchase a ticket and are checked in.

Note!

Please be aware that if you arrive after the meeting time, your reservation is waived and you are transferred to the waiting list for the departure in question.

I have left something on board the ferry – who should I contact?

 

BornholmerFærgen

To contact Færgen about lost property, call +45 7023 1515, visit Færgen’s service centre in Rønne or send an e-mail.

Lost property is handed over as quickly as possible to the lost property office at Bornholm police station, telephone no. +45 5690 1448.

SamsøFærgen

Lost property is handed in to the service centre in Sælvig where it is kept for approx. 1 month. Lost items are then handed over to the lost property office at Samsø police station, which can be contacted by calling +45 8731 1448.

To contact Færgen about lost property, call +45 7023 1515, visit the Færgen’s service centre in Sælvig, or send an e-mail.

AlsFærgen

Lost property is handed in to the service centre in Fynshav where it is kept for approx. 3 months. Lost items are then handed over to the lost property office at Sønderborg police station, which can be contacted by calling + 45 7628 1448.

To contact Færgen about lost property, call +45 7023 1515,  visit Færgen’s service centre in Fynshav, or send an e-mail.

LangelandsFærgen

Lost property is handed in to the service centre in Spodsbjerg where it is kept for approx. 3 weeks. Lost items are then handed over to the lost property office at Svendborg police station, which can be contacted by calling +45 6221 1448.

To contact Færgen about lost property, call +45 7023 1515, visit Færgen’s service centre in Spodsbjerg, or send an e-mail.

FanøFærgen

Lost property is handed in to the service centre in Esbjerg where it is kept for approx. two weeks. Lost items are then handed over to the lost property office at Esbjerg police station, which can be contacted by calling +45 7611 1448.

To contact Færgen about lost property, call +45 7023 1515, visit Færgen’s service centre in Esbjerg or send an e-mail.

Are there any defibrillators on board the ferries?
BornholmerFærgen

All BornholmerFærgen ferries have defibrillators on board.

There are also defibrillators in the service centre in Rønne, in the service centre in Ystad, as well as at the check-in area for the high-speed ferry in Rønne.

SamsøFærgen

Defibrillators are installed on board M/F Kanhave and M/F Kyholm.

There are no defibrillators at the ticket sales in Ballen and Kalundborg.

AlsFærgen

Defibrillators are installed on board M/F Frigg and M/F Odin. The defibrillators are located in the wheelhouse.

LangelandsFærgen

Defibrillators are installed on board M/F Langeland and M/F Lolland. The defibrillators are located close to the passenger area.

Defibrillators can be found at the ticket sales in Spodsbjerg and at the ticket sales in Tårs.

FanøFærgen

There is a defibrillator on board M/B Sønderho. The defibrillator is located in the wheelhouse.

Defibrillators are also installed on board M/F Fenja and M/F Menja. The defibrillators are located on the bridge.

There is a defibrillator in the service centre in Esbjerg. The defibrillator is located in the office.

Which payment cards can I use on board?

BornholmerFærgen

Dankort, Diners Club, MasterCard and Visa.

SamsøFærgen

Dankort, MasterCard and Visa.

AlsFærgen

Dankort, MasterCard and Visa.

LangelandsFærgen

Dankort, MasterCard and Visa.

FanøFærgen

Due to the small time of travel, shop onboard does not exist

How much baggage can I take with me?
BornholmerFærgen

High-speed ferries

You can take one piece of hand luggage with you on board the high-speed ferries. The hand luggage must weigh max. 8 kg and must not exceed 50 x 40 x 25 cm in size.

All other baggage will be transported in baggage trolleys. Baggage is placed on board trolleys at check-in, and the trolleys are then driven on board the ferry. On arrival, the baggage trolleys are driven into the arrivals hall, where passengers then collect their own luggage.

It is not always suitable to transport valuable baggage and fragile items such as musical instruments etc. on the baggage trolleys. Ask the check-in personnel – they can help to decide whether the baggage can be placed on the trolleys.

Your baggage must not inconvenience other passengers.

Conventional ferries

You can take as much baggage as you are able to carry, however max. 50 kg.

Povl Anker: The baggage can be carried in reserved compartments or placed in the baggage room near the ship’s entrance hall, where there are also luggage boxes. Valuable items can be placed in the ship’s safe.

Hammerodde: There is no baggage room on board, but there are 24 luggage boxes (55 x 55 x 33 cm). To use the luggage boxes you need a DKK 20 coin, which is not refunded. The boxes can be found next to the bistro on deck 7.

If you need space to keep particularly valuable items (money, jewellery etc.), you are always welcome to contact the purser or Reception, which can store valuable items securely.

Baggage cannot be carried as cargo. Please contact DSB, the postal service or a haulage company.

Left baggage will be handed to the police in Rønne.

SamsøFærgen, AlsFærgen, LangelandsFærgen, FanøFærgen

You can take as much baggage as you are able to carry, however max. 50 kg.

Is there access to the car deck during the crossing?
BornholmerFærgen, SamsøFærgen, AlsFærgen, LangelandsFærgen

For safety reasons, there is no access to the car deck during the crossing.

FanøFærgen

Passengers can remain on the car deck during the crossing, except when the ferry is sailing with dangerous goods. When the ferry is carrying dangerous goods, this will be announced over the ferry’s PA system.

Which disabled facilities can be found on board?
BornholmerFærgen, AlsFærgen, LangelandsFærgen

The lifts on board the ferry are designed to take wheelchair-users, and there is a ramp on the car deck.

The ferry also has a wheelchair to assist passengers who have difficulties walking.

SamsøFærgen

Facilities

There are disabled toilets on board SamsøFærgen’s ferries.

The ferries each have a lift with the following dimensions:
M/F Kanhave: Width of door opening 140 cm, lift depth 115 cm and lift width 210 cm.
M/F Kyholm: Width of door opening 78 cm, lift depth 128 cm and lift width 138 cm.

Loan a wheelchair

There are wheelchairs on board the ferries which are available for use.

On board M/F Kanhave, the wheelchairs are placed on the passenger deck, one in the red lounge and one in the blue lounge.

Parking near lifts

If you have difficulty walking, or if you are travelling with someone who has difficulty walking, it may be a helpful to park your car close to the ferry’s lift.

Remember to draw attention to this at check-in. Before entering your booking number or scanning the barcode, press the ‘Hjælp’ (help) button at the gate. Using the intercom, tell our personnel that you would like to park as close to the lift as possible. Then check in as normal.

 FanøFærgen

There are disabled toilets on board the car ferries. However, please note that there is no access to the toilets from the car deck if you are confined to a wheelchair.

There is a disabled toilet in the service centre in Esbjerg.

Where do I find BornholmerFærgen’s Terms of Carriage?

Click About Færgen at the bottom of the website to see Færgen’s Terms of Carriage.

Can I travel between Bornholm and Copenhagen by train or coach?

You can travel by rail with pågatåget or by coach with Bornholmerbussen if you want to travel by rail/coach on the Copenhagen-Rønne/Rønne-Copenhagen stretch.

Which disabled facilities does BornholmerFærgen offer?

Facilities

All BornholmerFærgen ferries have plenty of space so that wheelchair-users can move around, and there are disabled toilets.

On the high-speed ferries, the chairs are fitted to the floor, but in the Bistro area a number of chairs can easily be moved so that wheelchair-users are able to sit close to the tables.

Inform the personnel when booking your ticket, and say how many spaces you need.

The lifts on the ferries have the following dimensions:
High-speed ferry Leonora Christina: The door opening is 97 cm wide and the lift is 159 cm deep.
High-speed ferry Villum Clausen: The door opening is 111 cm wide and the lift is 165 cm deep.
M/F Povl Anker: The door opening is 85.5 cm wide, the lift is 140 cm wide and 160 cm deep.
M/S Hammerodde: The door opening is 100 cm wide, the lift is 140 cm wide and 216 cm deep.

Disabled assistance

Driving disabled cars on board

On one of the BornholmerFærgen ferries, it is possible to have registered disabled cars driven on board so that disabled motorists can board the ferry via the gangway.

Assistance with walking

If you are disabled, visually impaired etc., our personnel can help you to get to and from tables.

For practical reasons, assistance must be ordered at least 24 hours before departure. To book assistance, contact Bornholmerfærgen Monday – Friday, 08.00 – 21.00.

Disabled assistance does not include lifting carrying baggage, lifting the disabled person from his/her wheelchair onto a seat, accompanying the disabled person to/from the bus stop or providing personal care/assistance during the crossing.

Færgen is only able to offer disabled assistance to individual customers, not to groups.

Disabled tickets on the Ystad and Køge routes

Persons carrying the Companion Scheme (Ledsagerordning) identity card issued by the Disabled People’s Organisations Denmark (DPOD), the Danish Association of the Blind or the Statens Blindeinstitut as well as any companion are entitled to a discount on the ordinary ticket price for foot passengers as well as on prices for berths on the Ystad and Køge routes.

BornholmerFærgen sells special tickets for disabled vehicles. Disabled tickets are offered to persons with a disabled parking card. However, there are a limited number of places. The disabled parking card must be placed in the car’s windscreen at check-in.

See Fares for special disabled fares.

To book tickets, contact Customer Service on tel. +45 7023 1515.

In the terminals

There are lifts in the terminals in Rønne, Køge and Ystad.

Cabins

There are special cabins on the conventional ferries with wide doors.

The cabins also have beds for any travelling companions.

Loan of wheelchairs

As it is not advisable to use heavy, self-powered wheelchairs on board, it is possible to loan lighter wheelchairs on all the ferries.

Please contact Reception.

Parking near lifts

When you book a disabled ticket, our personnel will be informed that a disabled vehicle is boarding, and we will do our best to ensure that the car is able to park close to the ship’s lift.

If, on the other hand, you are travelling on an ordinary ticket, and there is a person who has difficulty walking in the car, remember to inform our personnel at check-in. Drive up to the barrier, press the ‘Hjælp’ (help) button, and inform our personnel that there is a person who has difficulty walking in the car.

Please also note that you should arrive at check-in in good time if you want to be sure of a parking place close to the lift. Once the ferry is ‘packed’ we cannot move the cars around.

Can I take pets through Sweden?

If you want to take your dog or cat through Sweden or to and from Bornholm, it must comply with the rules in force for animals in transit. You can read which rules apply and the requirements that your cat/dog needs to meet on the Danish Veterinary and Food Administration’s website.

Read regulations for pets on board.

Can I send my car with the ferry without a driver?

BornholmerFærgen is able to transport cars without drivers on its Køge route.

Book a ticket for a driverless car under Custumer service. It is always necessary to book a ticket in advance.

How do I obtain a key for my cabin?

You can collect your cabin key in the Reception on deck 7 on Hammerodde and on deck 6 on Povl Anker.

If you would like a cabin but you did not book one before departure, contact the Reception. Any available and non-assigned cabins will be sold immediately after departure.

All cabins are equipped with a push-button telephone which you can use to book an alarm call. The system is very simple to operate, with an instruction card beside each phone.

Is it possible to lie down on Hammerodde (Køge route)?

On the ferry Hammerodde, there is a comb-lounge on deck 8.

When Hammerodde sails on night departures from Køge, the lounge has space for 60 reclining passengers. On the other departures, there is space for 90 seated passengers.

It is possible to buy blankets on board the ferry Hammerodde. Blankets can be bought in the Bistro at the price of DKK 30.

Pet animals are allowed in the combi-lounge if they are in a transport box. Other pets are referred to the lounge on deck 7.

It is not possible to reserve space in the combi-lounge. We kindly refer groups to the Bistro where space will be assigned.

How long can I stay on board the ferry on the Køge-Rønne route?

On arriving in Rønne, if you are a foot passenger you can remain on board the ferry until 07:15. Please note that if the ferry is sailing again soon, passengers must leave the ship immediately on arrival. Car passengers must be ready to drive off the car deck immediately after the ferry docks. However, as a special service, you can have your car driven ashore by Færgen’s personnel, enabling you to remain on board until 07:15. Please contact reception for prices and more information about this service.

On arriving in Køge, all passengers must leave the ferry immediately on arrival.

When can I get on board the ferry on the Køge-Rønne route?

Passengers in cars can expect to get on board between the hours 23:30 and 00:00 (30 min. before departure on weekdays).

Friday, Saturday and Sunday it will be possible to get on board from approx. 23.15.

Is it possible to sail to and from Fanø outside the normal sailing schedule?

If you are organising or participating in an event and you want to sail at a time which is outside the normal schedule, it is possible to pay for an extra departure.

Book the time at which you want to sail with Coach and Group travel and obtain further information by calling telephone no. +45 5620 2160 (Monday-Friday 9 AM – 4 PM) or send your booking by e-mail.

Can I charter M/B Sønderho for private trips?

Anyone can charter M/B Sønderho for a private trip near Fanø, for example a seal safari, funeral, company trip etc. Read more

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