FAQ

Please be advised that, due to the current operating context of entry restrictions imposed by governments to limit the spread of coronavirus, our routes’ policies may change at short notice.

Passengers are advised to check our homepage or contact our central agencies, our port offices or your travel agent for the latest information.

The safety, security and good health of our passengers and employees in land and at sea is our highest priority. 

Domestic Lines

Tickets for the Domestic Lines can be converted to open date tickets with a validity of one year from the date of travel. You may contact Minoan Lines either by sending your request via e-mail at reservation@minoan.gr or by calling 0030 2810 399899

For further information or any other inquiries, you are kindly advised to contact Minoan Lines’ agencies and port offices, your travel agents or the points of sale where you issued your tickets.

IMPORTANT UPDATE FOR DOMESTIC LINES (PIRAEUS-CRETE AND HERAKLION-CYCLADES)

For trips within the period from 25/02/2020 up to 31/08/2020 the following apply:

In case of requests concerning issued tickets within the above mentioned period due to travel restrictions or passengers requests not to travel due to uncertainty surrounding the Covid-19 pandemic or cannot travel due to cancellation – under Greek or EU law – of scheduled routes.

Minoan Lines can reimburse customers with 18-month vouchers (OPEN TICKETS) valid for 18months from the initial trip date.. In a time period of 18 months, customers may at any time use their vouchers for any destination of Minoan Lines. All vouchers will be equal to the price of tickets that were originally booked. In case the OPEN tickets are not used passengers can request their money back after the 18months pass.

For Domestic Lines you can turn your tickets into open date tickets here https://open.minoan.gr/en

For tickets issued after July 1st, 2020, the following domestic lines cancellation policy is valid.

In case a passenger wishes to cancel his/her trip there are two options:

• Convert the ticket into open date ticket.
• Cancel the ticket by paying cancellation fees according to the general cancellation terms

Adriatic Lines

Tickets for the Adriatic Lines (Ancona / Venice) can be converted to open date tickets with a validity of one year from the date of travel. For any bookings made, including the Early Booking Offer, passengers retain the offer (20% discount) when they declare new travel dates without being asked to pay a fare difference (unless they wish an upgrade or the new travel dates fall into a different travel season compared to their prior booking and ticket prices vary (eg. from low to mid, from mid to high season).

For further information or any other inquiries, you are kindly advised to contact Minoan Lines’ agencies and port offices, your travel agents or the points of sale where you issued your tickets.

The ticket can be turned into an open-date ticket (once printed and received by the customer).

If you wish to redeem your ticket anyway, the following conditions apply:

Cancellations / Changes

For domestic routes:

From the date of ticket issue and up to 14 days before the scheduled departure date: 100% refund of the fare.

13 days up to 7 days prior to departure: 75% refund of the fare.

6 days up to 12 hours before the scheduled departure: 50% refund of the fare.

Adriatic Lines:

10% penalty (excluding fixed dues) up to 30 days prior to sailing

30% penalty (excluding fixed dues) from 29 to 7 days prior to sailing

50% penalty (excluding fixed dues) from 6 to 2 days prior to sailing

100% penalty, 24 hours or less from departure

Refunds are made only by the agency that has issued the ticket.

NOTA BENE:

• NON-SHOW and OPEN TICKETS (on both lines) are non-refundable.

• SPECIAL FARE tickets (i.e. EARLY BOOKING) are subject to special cancellation conditions.

In case of ticket loss, the passenger must notify the agent who issued the ticket or our Company headquarters.

The lost ticket shall be replaced without extra charge to the passenger, except in the case of change in price or class, in which case the passenger will be charged with the appropriate fare difference.

You can pay for your ticket:

• By making a reservation via www.minoan.gr and by paying online for your ticket by Visa, MasterCard, Diners, AMEX (debit and credit card) or PayPal.

• By cash you can pay for your ticket directly to our central agencies, the port offices and to all affiliated travel agencies.

• By credit card or debit card, you can pay for your ticket to the central agencies where all cards (debit and credit) are accepted.

• You can also pay for your ticket over the phone using a Visa, MasterCard or DINERS (debit and credit card).

In the event of cancellation, you must cancel your booking prior to departure by contacting our central agencies. In such case, your ticket will be turned into an open-date ticket.

OPEN TICKET POLICY (OPEN)

IN EFFECT FROM 05/04/2023

Tickets can be converted into OPEN date tickets UP TO TWO TIMES.

IMPORTANT INFORMATION

• The OPEN date tickets as well as the new replaced tickets are NOMINAL, CANNOT BE CANCELLED, CANNOT BE TRANSFERRED and their value is NOT REFUNDED.

• The validity period of OPEN date tickets is STRICTLY limited to one (1) year from the date of the original trip (first leg date). After the expiry of their validity period, they cannot be used and no extension of their validity is allowed.

• When finalizing the date of an OPEN date ticket, if the passenger does not find availability on the desired date, at the same category indicated on the ticket but lower and he/she selects it or if the price of the new ticket at the same category is lower, then he/she will not be entitled to a refund of the difference.

• If a higher category is selected or the price of the originally mentioned category has increased, the relevant price difference must be paid.

You should contact either the agent who issued your ticket or the central agency or the port agency of Minoan Lines before vessel departure.

For Domestic Lines you can turn your tickets into open date tickets here http://open.minoan.gr/en

You must show your ticket to the agency that issued it or to one of the central agencies of Minoan Lines so that it be replaced provided there is availability on the desired date.

For discounted fares / special conditions of issue apply before the following comments.

In the event that the Passenger realizing to have lost his personal effects while still on board the ship, the Passenger can contact directly the Reception to report the loss.

The staff in charge will undertake all the appropriate investigations in order to find the objects and return them to the Passenger.

If otherwise, the Passenger realizes he has forgotten a personal item on board the ship when already disembarked from the ship, the Passenger can file a report to the Company’s office by sending an email to customer@grimaldi.napoli.it.

The report in question must contain all the details of the trip, such as date, departure time, route taken, ticket number and any number of cabin or seat used, and also provide a short description as detailed as possible of the item reported as lost ( attaching any photographic reproductions where possessed).

The Department in charge will carry out all the necessary checks and provide feedback to the Passenger as quickly as possible.

The report of the loss must be sent within one week from the date of disembarkation of the Passenger.

In no case, the Carrier can be held responsible for the loss nor will it be required to pay any compensation in case of failure to find it.

Likewise, the Carrier cannot be held responsible in any way for theft, loss, loss or damage of any type of object, not even those of significant value such as jewelry, documents, manuscripts, musical instruments, paintings and money.

Items found on board that are not to be claimed will be kept on board for a limited period and in any case not exceeding two months.

After this period, the lost items will be transferred to the Company’s Headquarters at the office in charge that will keep them for an additional period of six months, after which they will be disposed of.

Smoking is only permitted on the deck bars. For the safety of both passengers and vessel, please do not throw out lit cigarettes on the vessel or overboard.

Click Here

You may call the HR Department on +30 2810 399960 for the city of Heraklion and on +30 210 4082440 for the city of Piraeus or send an e-mail to centralsec@minoan.gr.

Passengers who are European Union citizens are not required to present a valid passport for Adriatic routes (Greece - Italy). However, please carry at all times with you an identification document. Passengers from other countries are required to carry a valid passport. For more information, please contact the embassy of the country of your destination.

For domestic routes, click here

For international routes, click here

You may change class if, upon boarding, you indicate your desire at the reception and register your name on the waiting list.

If, after the vessel departs and check-in has been finalized, there are still available tickets at the desired class, an announcement will be made.

Children up to 4 years old (click here)

Children from 4-16 years old (click here)

There is no limit for international routes. For domestic routes, the passenger is entitled to carry two luggages, which they can stow at the accompanied luggage container, and one hand-luggage.

For additional pieces of luggage, a bill of lading must be issued at the Piraeus and Heraklion port agencies or when stowed at the luggage container.

Click here

Click Here (UNDERAGED PASSENGERS)

The transfer of unaccompanied minors who have reached the age of 15 years (15 to 18 years old) is permitted, provided that their parent or guardian delivers a declaration to the Company (with their signature certified by a Public Authority or a Central Public Service Office or electronically via gov. gr), in which the latter declares that he/she consents to the transfer of the minor, that he/she acknowledges that he/she cannot and will not be under the supervision of the Master and/or officers and/or crew members during the voyage and until disembarkation at the port of destination and that the parent or guardian will indemnify and hold the Company and its staff fully harmless from any loss, damage or expense incurred by the minor as a result of the journey. Relevant statements are also available from the Company's offices or can be downloaded from our website. Download it here.

You can find the exact GPS location of our central/port agencies here

Select the agency you are looking for and click "View in map"

For international routes, passengers and vehicles must be at the Port agencies for check-in at least two (2) hours prior to the scheduled time of the ship’s departure.

You can find information on departure ports here:

Port of Igoumenitsa

https://olig.gr/en/

Map https://goo.gl/yWQ3mD

Port of Ancona

http://www.doricaportservices.it/en/port-map

Map https://goo.gl/MLST5m

Port of Heraklion

http://www.portheraklion.gr/index.php/en/

Map https://goo.gl/S5Psur

Port of Piraeus

http://www.olp.gr/en/interactive-port-map

Map Port agency (departures for Heraklion) https://goo.gl/Z8naTB

Map Port agency (departures for Chania) https://goo.gl/Z8naTB

Port of Santorini

http://www.santoriniports.gr/en/port

Map https://goo.gl/6FM8sg

Port of Paros

Map https://goo.gl/t9bmaq

Port of Ios

Map https://goo.gl/WRG6gt

Port of Mykonos

Map https://goo.gl/MeutjN

Port of Corfu

Map https://goo.gl/nccFD6

On Adriatic routes, passengers must be on board two hours prior to departure.

On domestic routes, boarding starts 3 hours prior to departure. Passengers must be at the port no later than one hour before the scheduled departure time.

You may refer to our room service by clicking here.

You may have a look at our on board services by clicking here

Read the related information at the Terms and Conditions

Minoan Lines vessels have a fully stocked pharmacy in accordance with the regulations of the international SOLAS (Safety Of Life At Sea) legislation and the latest I.M.O. (International Maritime Organization) regulations.

All Minoan Lines vessels feature especially designed cabins, lifts, ramps and electric wheelchair lifts mounted on escalators. All public areas are designed in a way to provide unhindered access to persons with disabilities. Furthermore, the vessel crew is ready to assist you at all times.

If you have forgotten the password that you submitted upon registration, you can retrieve it by using the “Forgot my password” option. If you have registered a valid Email Address, a new Code will be sent to you in the next 5 minutes. We encourage you to change this password after the first login.

Passengers who have not registered a valid email on their card, can send a request by email to bonusclub@minoan.gr mentioning their card number and

that they want their email to be registered in it (the request should be sent from the same email)