Additional conditions of Feenstra Rijn Lijn | Feenstra river cruises

Additional conditions of Feenstra Rijn Lijn

Please read this additional conditions carefully, as well as the general information from our brochure, or the section "frequently asked questions" on our website. That way you know exactly what to expect and Feenstra Rhine Line can provide you with an optimal holiday. We do not do that alone. The ships where all these beautiful voyages are made, are owned by various shipping companies. Feenstra Rhine Line mediates between them and you. So when we talk about 'we' in our publications, we mean the ship-owners.

These terms and conditions apply in addition to the ANVR Traveller Terms section 1 with effect from 14 December 2020.

Contents
01. Office hours
02. Right of withdrawal
03. Deposit / payment
04. Cancellation by the traveller
05. Amendment fees
06. Travel documents
07. Insufficient participation
08. Complaints procedure
09. Disabled persons
10.Walker and wheelchairs
11. Pandemic

01. Office hours
The office of Feenstra Rhine Line is open from Monday to Friday from 09:00 to 17:30 and on Saturday from 09:30 to 15:30, except on public holidays.

02. Right of withdrawal
As stated in Article 1.3 of the ANVR Traveller Terms section 1, travellers have no right of withdrawal on bookings for our river cruises.

03. Deposit
1. On conclusion of the agreement a deposit of 15% of the total agreed travel sum must be paid, plus any additional insurance costs.
2. The balance of the travel sum must be in possession of the booking office or, in the event of a direct booking, in the possession of Feenstra Rhine Line no later than six weeks before the departure date.
3. If the agreement is concluded within six weeks of the departure date, the full travel sum must be paid promptly.

04. Cancellation by the traveller
For information regarding the way Feenstra Rhine Line handles cancelation we refer you to the ANVR Traveller Terms section 1, article 9. In addition the following conditions apply:
1. In the event of a cancellation of the taxi service within a week before departure 100% cancelation costs will be charged
2. Refunds can only be paid to the person who booked/payed the cruise.

05. Amendment fees
1. If for medical or other reasons a traveller asks the travel organiser to amend the travel offer or to change something related to the booking made, we may charge an amendment fee of € 50,00.
2. If an amendment is made to the taxi service within 1 week of departure an additional € 30,00 will be charged for the taxi company on top of Feenstra’ s amendment fees.

06. Travel documents
We will send your travel documents, once we have received the full travel sum, 8 days before departure. If you have not received any travel documents within 5 days of departure, please contact your booking office.

07. Insufficient participation
A cruise will only take place once the minimum number of participants has been reached. This number is stated below and is also indicated in the brochure, in the price column for the relevant cruise, as well as on our website under the deck plan for the relevant cruise. If a cruise is cancelled, we will inform you:

  • for cruises from 2 to 6 days: no later than 7 days before departure
  • for cruises longer than 6 days: no later than 20 days before departure

Ship name

Minimum participants

Antonio Bellucci

85

Azolla

55

Horizon

65

Poseidon

65

Rembrandt van Rijn

75

Salvinia

75

Statendam

100

Swiss Pearl

75


08. Complaints procedure
It may be that despite our careful efforts, on board or prior to the cruise, you are not satisfied with how your booking is processed, your accommodation, or the service on board.
If you have any complaints or comments about the booking procedure at, or your contact with, Feenstra Rhine Line, please inform us in writing within two months of the complaint arising. You can do this by post or by emailing us at info@feenstrarijnlijn.nl. If you have any comments or complaints during the cruise, please inform the management on board promptly. They will help you to the best of their ability there and then. If no solution is immediately available, please complete the complaints form on board. We will only process complaints that have been reported to the management on board in the manner described above. Despite filling in the complaint form, you must submit your complaint in writing within two months of the cruise; complaints that are submitted after this period will not be processed. You will receive a response to the complaint no later than one month after it has been received.

09. Disabled persons
Strict safety rules apply on board. Emergency procedures must be carried out quickly and correctly. As a result, we reserve the right to exclude travellers from (further) participation if a disability is found to hinder the execution of these procedures. Often ships are not adequately equipped for disabled persons and the staff are not trained to provide medical services. For groups of disabled persons (exclusively with adequate supervision) you must always contact us beforehand.

10. Walkers and wheelchairs - Use on board is not permitted
The safety of our passengers on board is our top priority. We also have to be able to guarantee the safety of less mobile individuals. As such, unfortunately we must restrict the use of mobility aids such as walker and wheelchairs. Therefore, please let us know if this is the case when making your booking, so that we can see if participation is still possible or inform you of any alternatives. Usually it is not possible to add a walker or wheelchair to a booking once it has been made. The use of a walker or wheelchair must be requested and is only permitted in very limited numbers. You require written permission for this.

For the sake of clarity: the use of a walker or wheelchair on board is not permitted. Therefore, you must be able to move on board without these mobility aids. Walkers and wheelchairs may of course be used on the quay. On most ships these can be rented from us for €5,- and used on the quay throughout the cruise. Please inform if you require such an aid when making your booking.

11. Pandemics
If the health situation in society deteriorates to such an extent at national or European level, it may be possible that applicable measures affect the implementation of the trip you have booked. You can think of adjusting the maximum and minimum occupancy of the ship, the care of the meals and any extra hygiene measures. Of course we try to carry out your trip as well and comfortably as possible despite these possibly necessary measures.

Here you can read how we handle your personal data.