When Plans Change
Travel plans can change – find information below on how to be prepared
We sincerely apologize if you are affected by a service disruption.
At Hurtigruten, we understand the inconvenience and disappointment that unexpected changes can cause. We will do our utmost to resolve the matter promptly and to provide clear, practical support. This page explains our policies, your options and how to contact us during irregularities.
Please note: This page does not currently include any live updates. We will keep you informed via E-Mail, SMS or phone calls during a disruption.
What you can expect from Hurtigruten
Timely information: Timely information: we notify you of delays or cancellations and provide updates as details evolve. We appreciate your patience as we verify, arrange and follow up with the necessary information.
Operational support: we arrange/advise on alternatives such as transport, accommodation, and meals when appropriate.
Alternative delivery or compensation: if we cannot fulfill key parts of your package, we offer equivalent alternatives at no extra cost. If alternatives differ in quality, you may be entitled to a refund, price reduction, or compensation.
24/7 emergency contact: a dedicated contact point is available during your journey.
Quick steps during a disruption
Keep your mobile device charged and connected to the local service provider in order to receive updates.
Read all updates carefully
Reach out if needed & keep receipts of additional expenses related to the disruption
Verify your contact information
Consult your travel insurance provider
Guest Responsibilities
To ensure smooth handling of any disruptions and claims, and to support your own rights, each guest should:
Make sure that all your important documents are up to date and to carry all those on you including passport, visas, health papers, and medications.
Bring necessary medication with you for the duration of your travels and extra in-case of delays.
Have valid travel insurance covering the entire duration of your travels. Make sure your insurance covers any additional activities, such as excursions.
Keep all your contact details up to date with Hurtigruten and any airlines. Consider sharing Next of Kin contact details.
Have your travel insurance details handy.
Dress for local weather conditions and planned activities.
Report any issues, concerns, or disruptions to our crew right away.
Follow safety information, crew instructions, port and immigration rules for safe travels.
Inform us in advance of any allergies or medical conditions we should know about.
Hurtigrutens Responsibilities
Keep you informed: we will provide timely, clear updates about any delays, cancellations or changes to itinerary.
Offer alternatives & refunds: when changes are significant or cancellations happen, provide reasonable re-routing, refunds, or comparable compensation.
Ensure safety & health: maintain access to medical care, ensure hygiene, compliance with health/safety protocols, trained crew for emergencies. Keep our ships properly maintained, prioritize sea-safety above all else; ensure equipment, machinery, navigation and lifesaving systems are in good working order; crew trained in emergencies.
Care during disruption: provide meals, refreshments, and lodging or comparable allowances for these services when needed and reasonable.
Respect guest rights: treat all guests fairly, non-discriminatorily, and comply with applicable laws (EU, Norway, etc.). For further information: European Union, Norway, United Kingdom, EMEA; APAC, USA, Canada.
Process claims fairly & in timely manner: every claim is evaluated impartially based on the facts and in accordance with our terms, with no unfair bias or discrimination. We aim to acknowledge your claim promptly and come to a conclusion in a reasonable time frame.
Protect your property & luggage: care for luggage or mobility equipment, providing compensation when loss, damage or delay occurs due to our fault.
Latest Sailing Updates
For any urgent messages/notices, up-to-date sailing information, and port information, you can visit our Sailing Plan link.
Tips
Pack a small essentials kit (medication, chargers, snacks) to stay comfortable in case of plan changes.
Keep essential contacts handy: Hurtigruten contacts, airline customer service and your travel insurance numbers.
Download any necessary apps, such as airline apps, Hurtigruten app for notifications while on board, other transport apps. Sign up to receive notifications while traveling.
Save offline copies of your tickets, itineraries, boarding passes, and vouchers for access in remote areas.
Immediate assistance
Below are the contacts for our Operational Support team. We are here to assist 24/7 in case of delays or travel interruptions. Please note that after work hours this service is only offered in English. Please note that outside of regular business hours, we may only be able to provide service in English.
| Market / Region | Phone |
|---|---|
United Kingdom (UK) | +443308180418 |
United States / Canada | +18666025340 |
Asia-Pacific (APAC) | +61383720013 |
Norway (NO) | +47 37 71 57 08 |
Sweden (SE) | +46 10 13 89 408 |
Denmark (DK) | +45 89 88 55 91 |
Germany (DE) | +49 40 636 980 02 |
France (FR) | +33 1 82 88 01 82 |
Refunds and feedback
For feedback, claims, or complaints, please follow the link below to our Guest Feedback form. If making a claim, please provide all necessary documents and information so our team can assist you.
FAQ's
For any flight related issues please see a detailed list of suggestions on our Travel to Norway page
Only when circumstances make it necessary in order for you to reach your final destination will we consider rebooking to another sailing. Any rebooking consideration remains subject to availability, applicable terms and conditions, and the particular facts of the situation.
Under many package travel regulations, we will evaluate claims for any additional or consequential travel costs on a case-by-case basis, when these costs arise directly from a failure to provide the travel services agreed. Please check your local travel regulations and travel insurance. To make a claim, you must submit all relevant supporting documents (receipts, tickets, etc.) via our feedback or claim form. We strongly recommend that you check with your travel insurance to see if any of these additional costs will be covered as many policies do.
Please note that not all travel disruptions are covered by package travel regulations (e.g. force majeure) and should be requested to be covered through your personal travel insurance.
Upon receipt of your claim, we will acknowledge its registration and provide an estimated timeline for completion. You will receive updates at key stages of the review process. We appreciate your patience and assure you that we are working diligently to address your concerns.
The resolution time for disruptions varies based on the complexity of the incident and the specific circumstances involved. We are committed to thoroughly reviewing each case to ensure a fair and accurate outcome. Please understand that some cases may require additional time. Additionally, a significant number of passengers may have been affected, and we may not have been able to reach everyone yet. We appreciate your patience and assure you that we are working diligently to address your concerns.
We understand the importance of timely communication and are actively working on your case. To ensure we can reach you with updates, please verify that we have your correct contact details on file. If you haven't received an acknowledgment or update within the timeframe specified in our initial communication, we encourage you to check your spam or junk email folders. Additionally, please note that in some cases, we may have communicated directly with the travel agency through which you booked your trip. If you booked via an agency, we recommend reaching out to them for any updates. We appreciate your patience and understanding.
Force majeure, as defined in our Terms and Conditions, refers to unforeseen events beyond our control—such as war, terrorism, natural disasters, strikes, adverse weather, or government actions—that may disrupt travel plans. In such cases, we will do our best to assist and provide alternatives, but travelers are advised to check whether their travel insurance covers force majeure events.